Crystal Peaks is a well known large out of town shopping centre with 35 acres (550,000 sq.ft total lettable area) of Retail & Leisure, an average footfall of over 250,000 per week and 2,000 FREE car parking spaces offering a distinctly different experience to its mammoth neighbor at Meadowhall. The site is owned by Hermes property and managed by Workman.
How did we help?
Incentive FM were awarded the £ 1.5m per annum contract on March 1st 2008. Incentive employed a new site facilities manager and a further sixty staff were transferred to us from a number of individual historic service providers and our client. The net result was a single branded team forming one cohesive unit delivering security, cleaning, maintenance, grounds maintenance, customer service and administration functions amongst others.
What were Workman looking for?
Crystal Peaks has developed over recent years into one of Yorkshire’s largest regional shopping centres. There are 85 tenants at the centre, including Sainsbury’s, TK Maxx, Wilkinson’s and NEXT. The Centre’s historic services were coordinated by a variety of remote suppliers, leading to communication issues with site teams and ultimately a lower than acceptable standards of service and higher than average costs. Our clients were looking for a step change in service delivery, staff morale and statutory compliance.
From commencement of the contract, there have been consistent improvements in H&S compliance, cleaning standards, cost control, grounds maintenance and above all staff morale. Incentive’s innovative, integrated and highly transparent management and service delivery model consistently deliver results, both in cost savings and operations. The results and services provided at Crystal Peaks have enhanced the important relationship Incentive FM have with Workman. Our retail team throughout the UK continue to refine and develop site tailored systems and processes which offer continuous improvement and an outstanding customer experience.
In our 10 year relationship with IFM Crystal Peaks has become a multi award winning shopping centre, which reflects the dedication and focus shown for continuous improvement from all levels of the Incentive team. Although enjoying a very high staff retention level with many team members celebrating long term service anniversaries, any recruitment that is undertaken is targeted to enrich the team. The team have benefited from the extensive training provided by IFM and most recently three apprentices have successfully joined the team through this pathway offering exciting opportunities to local young people.
Beyond the standard KPI’s and SLA’s, the IFM team have spent the 10 years developing close links with the local community. The team have been involved with school landscaping projects, house painting initiatives, city farm assistance, and even building the odd dry stone wall. Thousands of pounds have been raised for local good causes through charity events, in 2016 Crystal Peaks led the way in a Sheffield wide “Herd of Elephants” event.
Environmental and biodiversity initiatives are a passion that has itself grown over the 10 years, this has helped nurture over 500 trees, develop areas of beautifully landscaped gardens and wildflower areas alike. The installation of the “stumpery” and management of a local waterway help attract more than just customers to the shopping centre with an abundance of wild flora and fauna including the rare bee orchid that calls Crystal Peaks its home.
“We were looking for a truly integrated solution at Crystal Peaks and we felt that Incentive FM were one of very few companies in the market who could deliver it.” “Since Incentive took over there have been significant improvements in all areas of the operation allowing my team more time to concentrate on tenant satisfaction, CSR initiatives and increasing the value of the center for the landlord.” Lee Greenwood, Centre Manager at Crystal Peaks.
Lee Greenwood, Centre Manager at Crystal Peaks.