News

Incentive Workspace Complete Major Office Relocation, Design & Fit-out

Less than 10 months after securing the contract, Incentive Workspace, part of Incentive FM Group, has successfully completed an office relocation, design and fit out for independently-owned wealth management firm, London & Capital (L&C). The project was delivered on time and saw L&C move into the new and impressive office space at Fitzroy Place in London’s West End.

In the initial phases, Incentive Workspace worked closely with their design partners, Burtt-Jones Brewer, to deliver the design of the office. The emphasis was on creating a contemporary open plan working environment and flexible client meeting rooms including a dedicated area where clients could have informal conversations with their wealth advisors.

Work started on the fit out of the office in September, which included all partitioning, cabling, lighting systems, M&E and HVAC installations, carpeting, and furniture. Notably Incentive Tec were chosen to install the mechanical, electrical and air conditioning systems. During the fit out, the Incentive Tec air conditioning design engineers determined that there was insufficient cooling capacity available from the landlords VAV supply and that a supplementary VRV system would be the best solution for the meeting room complex. It was further agreed that the fan coil units could be better distributed around the remainder of the mainly open plan office space. Despite this substantial variation, Incentive Workspace delivered the fit out by 22^nd December 2017 which enabled employees to move in by the agreed date of January 2018.

Guy McGlashan, COO at London & Capital, said:

“We were thoroughly impressed with Incentive Workspace. Their expertise and ability to react to unexpected changes on the project meant they delivered an impressive office environment on time, that suited our specific business requirements. Our team has been amazed at the value for money we have achieved using the open book style of procuring and managing that Incentive Workspace offers – it is most refreshing.”

Jeremy Waud, Chairman at Incentive FM Group, said:

“This project is an excellent example of the range of services we can provide with our workspace solution. Not only have we completed the relocation, design and fit out of the new office space, we will also be maintaining the building by providing ongoing cleaning and M&E services for London & Capital and their in house FM team.”

Dollar Financial UK, Britain’s second largest consumer lender whose brands include The Money Shop and the high-end pawnbrokers Suttons & Robertsons, provides short term loans, pawnbroking and gold buying services to consumers via a network of over 250 stores across the UK.

Contract Overview

Dollar UK had previously managed its substantial portfolio of stores and office buildings internally, however following a strategic review of their global property management services the company decided to appoint Incentive FM as their outsourcing partner of choice, enabling Dollar Financial UK to concentrate on its core business of providing consumer finance whilst benefiting from an enhanced service and improved efficiencies through self-delivery and procurement leverage.

Securing a significant three-year contract with Dollar Financial UK, Incentive FM is proud to be providing a full range of facilities management, security and maintenance services across Dollar Financial UK’s corporate offices and high street stores.

The Scenario

Incentive FM’s remit comprises of property and estate management, building maintenance and security services covering in excess of 250 branches of The Money Shop and Suttons & Robertsons, as well as two corporate offices in Nottingham and a further office premises in Bicester. Incentive FM also provides dedicated reception services at the three office sites.

The Solution

Having a clear understanding of a client’s objectives and vision is imperative to ensuring a successful and trusted partnership – the Incentive Goal!  As such, Incentive FM invested a significant amount of time, working with key members of the Dollar Financial UK team to fully appreciate the business drivers, challenges and overall strategy in order to devise an outsourcing solution that would meet all the business needs.

Following a successful Tupe process and seamless transition of service, the contract is now well-underway and the desired cost efficiencies and service improvements are already being realised.

Stuart Howard, CEO at Dollar UK, said:

“This is a strategic decision, made by the Board, to ensure we can run our offices and estate under expert management via a client company that fits well with our ethos and values. This allows us to concentrate on our central business functions, whilst benefitting from the service Incentive FM can deliver.”

Martin Reed, Managing Director at Incentive FM Group, said:

“Incentive FM is unrivalled in its ability provide world-class services right across the facilities management spectrum. We look forwarded to delivering exceptional results for Dollar UK and to developing a long and trusted partner relationship.”

“The Incentive FM team offered a clear and structured solution to our branch buildings management situation. We chose them as our outsourcing partner as they are incisive, committed and organised. We expect this to be a long and lasting relationship.” Alison Williams MRICS- Head of Professional services

The Nottingham is a mutual building society and estate agency with branches throughout Nottinghamshire, Leicestershire, Derbyshire, Northamptonshire, Cambridgeshire, South Yorkshire, Lincolnshire, Bedfordshire and Hertfordshire. It was established in 1849 and operates from a single head office building, Nottingham House, in Nottingham City Centre with over 50 high street branches servicing the public.

The Nottingham was Incentive FM’s very first operational client starting operations in April 2002. They were looking to outsource the facilities management services across their numerous sites. They required a service partner who would-

• Establish a structured Facilities Management solution
• Provide web enabled Help Desk support to high street sites
• Reduce their spend
• Improve and maintain service levels
• Relieve project management burden from fee earners
• Improve subcontractor management
• Reduce accounts and administration burden

IFM quickly developed a ‘trusted advisor’ status by providing direct support and advice to the property and estates team thus allowing them to reduce their direct employee number in that department.

Since the start of the contract IFM and The Nottingham have worked as a partnership to ensure perfect alignment of the FM strategy with the strategic aims of The Nottingham. The financial crisis of 2008 brought particular challenges and the need to reduce costs and retain high service standards became even more important. The partnership approach utilised an open book commercial framework which allowed us to satisfy their needs during this challenging time.

The introduction of our full CAFM system provides a streamlined and efficient approach to facilities management and has provided the necessary improvement in subcontractor management, the Help Desk support and reduction in accounts and administrations burden.

In 2014 The Nottingham went through a retender exercise and as a marker of our excellence service levels and ability to truly understand and deliver our client’s requirements they signed another 5 year contract which will see our relationship extended to 16+ years.

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.

The Results

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.

Client Comment

“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.

Covent Garden London has awarded leading independent facilities management business, Incentive FM, a five year multi million pound contract to provide an extensive facilities management solution for its Covent Garden Estate. This is the largest contract that Incentive FM has won since it started trading in 2002.

Covent Garden is one of London’s most vibrant districts, attracting over 43 million visitors each year to enjoy its diverse mix of retail, dining, markets and street entertainment.

Our ability to provide a seamless accounting function that interfaces directly with the client’s systems provides a strong foundation for this operation.

Jeremy Waud, Managing Director of Incentive FM Group Limited

Incentive FM will transfer the existing site facilities team and the current FM suppliers across to its organisation. These conventional FM services include cleaning, maintenance and security operations. The remit is to improve standards and deliver more effective services across the Estate which is home to approximately 300 tenants.

Incentive FM will be providing a full PPM and reactive maintenance operation for the Estate from its web hosted help desk system (FACTS). FACTS will also provide senior personnel access to information about asset planning, management and service assessments. The system will become a central hub for all enquiries and data logging which will be readily available for analysis.

Furthermore, to improve the supervision and maintenance of the local environment, Covent Garden London launched the Enhanced Visitor Experience (EVE), in partnership with Westminster City Council, in August this year. EVE, alongside Incentive FM will ensure Covent Garden remains a pleasurable, safe and relaxed destination to spend time in.

Commenting, Andrew Hicks, Property Director for Covent Garden London, said, “Covent Garden is a unique and complex estate and we believe Incentive FM, as a dedicated FM operator, have the skills and systems necessary to deliver the high levels of service we require.”

Jeremy Waud, Managing Director at Incentive FM, said: “Our ability to provide a seamless accounting function that interfaces directly with the client’s systems provides a strong foundation for this operation. We will be assisting the client team by producing service charge accounts for the 22 tenanted properties within the wider Covent Garden Estate in addition to the main Piazza buildings and we see this as key to the success of this complex operation. Covent Garden Londons’ on site staff will deal with the traditional surveying, property and landlord and tenant issues alongside rent and service charge collection.

“We will be working hard to deliver savings and service improvements throughout the period of the contract to ensure that Covent Garden continues to thrive as one of London’s most popular destinations.”

About Covent Garden London

Covent Garden is owned by Capital & Counties, Liberty International’s non-shopping centre and international business, with £1.7billion of investment properties. With over 45 million visitors to the Piazza each year, Covent Garden is committed to improving the retail and leisure environment in the West End. Through a curated tenant mix of independent, luxury, bespoke and concept stores Covent Garden continues to offer a vibrant, unique shopping experience. As a pedestrainized space, the Piazza already offers a safe, traffic free environment in London, allowing visitors to shop, dine and relax in comfort.

EVE (Enhanced Visitor Experience) is a privately funded organisation that aims to improve customer experience in the West End. Subsidized by Covent Garden London and Westminster City Council, EVE supports the Police and local West End stakeholders in the enforcement of the law, bye-laws, licensing issues and local codes of practice.