Group Contract Wins

Group Contract Wins



Incentive QAS has been awarded a key contract by leading international real estate services and investment firm CBRE. Under the terms of the deal Incentive QAS will provide a wide range of cleaning services at The St Botolph Building, one of the City of London’s landmark buildings, which stands 15 storeys high and accommodates a number of high profile tenants from the world of insurance.
The three-year contract, worth in excess of £2.5m, was awarded following a competitive tender process. It covers daily and periodic landlord cleaning services, as well as housekeeping, washroom services, laundry provision, consumables supply and pest control.   In addition, we will provide external window cleaning to the full building envelope and internal landlord window cleaning via cradle access and a specialist abseiling team.

During the TUPE process the incumbent cleaning manager chose not to transfer, so we were able to appoint Marian Twaites from the M&S contract as the site based manager.  This has allowed us to install the Incentive QAS work ethic immediately and the team are benefiting from a pro-active approach and support.  Weekly operational support visits will be undertaken by Lee Douglas, Regional Manager, who will be working closely with Marian and the building management team to drive innovation and continuous improvement.This is the second contract in 2015 awarded to Incentive QAS by CBRE following the implementation in January of the cleaning and associated services at the prestigious CityPoint.





Monsoon Accessorize has chosen to extend its contract with leading independent facilities management company Incentive FM, for a further two years.  It follows a successful three-year partnership during which Incentive FM has supported Monsoon at its prestigious Head Office in Notting Hill Village, West London.

Under the terms of the TFM contract, Incentive FM is responsible for self delivering a full range of onsite services including reception, helpdesk, security, office cleaning, day janitors, grounds maintenance, waste management and mail/couriers.  By providing an integrated solution Incentive FM delivers significant operational and financial benefits such as simplified communication, lower cost, more senior supplier representation and streamlined systems.

The contract will continue to be managed by a full time onsite soft services manager, responsible for coordinating all activities on site and supporting the operation at a tactical level, providing the client team with a central point of contact. Training for all staff is ongoing with NVQs being offered across all disciplines.

Incentive FM will continue the use of Concept Evolution, which is a fully web enabled CAFM tool. This includes a helpdesk that has flexible and automated communication processes that save time and include information on Service Level Agreements and other performance measurements.  This provides the helpdesk user with an ability to prioritise tasks efficiently and effectively.  Tasks can be updated showing their individual status with colour coding to help the user to ensure deadlines are met.


Bruce McDonnell, Managing Director at Incentive FM, said; “We have a number of clients in the prestige head office sectors and by working closely with each customer we provide a bespoke solution that brings financial value, statutory compliance and business efficiency. We now have a strong working relationship with Monsoon and remain committed to building on standards and efficiencies.

“Incentive Group is growing strongly and remains committed to its strategy of increasing the proportion of services that are self-delivered. This ensures certainty of values, attitudes and behaviours and the ready availability of consistent and reliable skill.”

St Stephen’s Shopping Centre renews with Incentive FM

St Stephen’s Shopping Centre renews with Incentive FM

Incentive FM, the leading independent facilities management company, has been awarded a two-year contract extension to continue providing a fully integrated TFM solution at St Stephen’s Shopping Centre in Kingston-upon-Hull.

Since 2012, Incentive FM has delivered a full range of services required for the retail environment, including security, housekeeping, maintenance, waste, and other support services. This includes full responsibility for the centre’s large multi storey car park and providing 24-hour security for its nighttime leisure-based tenants. Landscaping and pest control also form part of the remit. Incentive FM also introduced the use of Concept Evolution, a fully web enabled CAFM tool, which has helped to streamline operations and seek further efficiencies at St Stephen’s. This incorporates a helpdesk that has flexible and automated communication processes that save time and includes information on Service Level Agreements and other performance measurements.

Our shopping centre solutions are proven to deliver a range of tangible benefits as well as significant cost savings.

Glenn Wilson, Regional Director, Incentive FM

Managing agent Munroe K renewed the contract until 2017 due to the continuous improvement, innovations delivered, and high standard of work carried out by Incentive FM during the past three years. The new agreement will provide further cost savings and continuously improving levels of service. In addition, Incentive FM will also continue to spearhead a number of community-based projects at the centre, which recently included a joint initiative with charity Guide Dogs to ensure blind and partially-sighted shoppers could safely enjoy trips to St Stephen’s. As a part of the project, shopping centre staff underwent training to learn about appropriate levels of assistance and potential onsite hazards.

Jim Harris, Centre Manager at St Stephen’s, said: “Incentive FM has provided St Stephen’s Shopping Centre with a vast number of valuable services during the last three years, which has helped us to maintain the very highest standards and to ensure the shoppers of Hull keep returning through our doors. Therefore, it made perfect sense to extend our partnership for another two years.”

Glenn Wilson, Regional Director, Incentive FM, said: “Our shopping centre solutions are proven to deliver a range of tangible benefits as well as significant cost savings. St Stephen’s is a strong example of this and during the last three years we have developed a dedicated onsite team that continues to provide exceptional levels of service. We look forward to at least another two hugely successful years working with St Stephen’s.”

Incentive Lynx announced as finalist

Incentive Lynx announced as finalist

Incentive Lynx Security, the security services arm of leading independent facilities management company Incentive FM Group, has been announced as a finalist in the Employer of the Year category in the Camden Business Awards.

The shortlisting of Incentive Lynx in this important category recognises the company’s performance against a range of criteria at its contract at Kings Cross within the London borough. The criteria include flexible and/or family friendly working policies, environmentally friendly working practices, provision of the London Living Wage and a commitment to local recruitment. Companies are also credited for demonstrating a commitment to investing in diversity, skills and well-being of employees.

The winner will be announced at an awards ceremony which will take place on Tuesday 2nd June at the Rosewood Hotel in Holborn.

Committment to the living wage

Committment to the living wage

Incentive FM Group, the leading independent facilities management company, has been accredited as a Living Wage Provider, formalising the company’s ongoing commitment to paying the employees that work within its central team, the National Living Wage as a minimum. Incentive FM Group will also be providing a Living Wage option for all existing clients to consider for contract staff and also for all new business tenders.

We have over 2000 staff across the business and we believe that every one of them deserves to receive a salary that reflects the real cost of living in the UK.

Martin Reed, Incentive FM Group Managing Director

The award of the title of Recognised Service Provider by the Living Wage Foundation confirms that the Incentive FM Group meets the standards of good practice set by Citizens UK, an independent body which set up the Living Wage in 2001. The Living Wage is calculated by the GLA in London and the Centre for Research in Social Policy (CRSP), against the basic cost of living in the UK. Currently it is £9.15 in London and £7.85 in the rest of the country.

Martin Reed, Managing Director, Incentive FM Group, commented: “We are very pleased to be recognised by the Living Wage Foundation for showing leadership on this issue. We have over 2000 staff across the business and we believe that every one of them deserves to receive a salary that reflects the real cost of living in the UK. We recognise there are challenges for our clients on this journey but we are working closely with them to help identify efficient solutions.”

Incentive FM Group is now listed on the Living Wage website as a Recognised Service Provider. The Group has also pledged to raise the Living Wage paid to its staff in line with any increase announced by the GLA/CRSP, within six months of such an announcement.

The Nottingham

The Nottingham

“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.

Can we save the Security Industry from itself?

Can we save the Security Industry from itself?

…asks Incentive FM Group’s annual Roundtable Debate 2015

This year’s Incentive FM Group roundtable addressed the issue of margin erosion in the UK contract security industry, and asked whether it is having a detrimental affect on the safety of client’s buildings and the viability of the security industry at large. The attendees also addressed what could be done to address this commodity pricing approach and whether the industry is selling itself short by broking labour as opposed to defeating risks. It asked – is there a way of setting a new standard and options for a better way of working?

Attendees at the roundtable were: Jeremy Waud, Incentive FM Group (Chair), Craig Pickard, Incentive-Lynx Security, Simon Chapman, Lodge Service, Steve Hall, Ultimate Security , Chris Kenneally, Cordant Services, Bobby Logue, Security Industry Strategist, Paul Harvey, Emprise and Chris Wisely, Axis Security.

Jeremy Waud, Chairman at Incentive FM Group, chaired the event and started by getting a consensus from the Group that the low margins that are now the norm in the sector make it extremely difficult for security companies to survive. However the Group was split over whether the prices has finally bottomed out with some seeing a slight upturn in recent months.

Chris Wisely, Managing Director at Axis Security, said: “Margins have been falling for many years and in more recent times, this has been exacerbated by the economic downturn. Whilst it remains a challenge for businesses within the sector to generate margin improvement, we now feel that it is acceptable to some of the more discerning customers to pay more where a higher quality service can be evidenced.”

Craig Pickard, Managing Director at Incentive Lynx Security, said: “Procurement processes that focus too heavily on price will often result in contracts that are underfunded and do not achieve best value.”

It was agreed that the margins issue was not being helped by the large TFM companies who are often offering security solutions with an extremely low (or zero) margin so that they can get other elements of the operation, such as M&E, which attract a much higher margin.

“This is very predatory behavior and results in the smaller firms being knocked out of the equation,” commented Jeremy Waud, Chairman, Incentive FM Group.

The Group felt strongly that what is at the heart of the challenge is that all too frequently customers simply do not understand what they are buying and that the industry needs to work harder to educate customers. It was felt that existing trade bodies had failed to do this and there was little confidence that they would in the future.

Steve Hall, Ultimate Security, said: “The various trade bodies have lost their way and I’m not sure how they can turn it around. They need to show what they can do.”

Key members of the Group felt that lack of differentiation between companies and what they are offering was also something that needed to be addressed and that added value niche services should be considered.

Paul Harvey, Emprise, said: “The security industry is partly to blame for its troubles as they are not offering any clear differentiation and in the absence of anything else clients will buy on price. There is too much of a victim culture in the industry – we need to step up and show where we can add value.”

All the group was united in the belief that the industry needs to attract more good people or train the exiting ones to enable them to drive through these changes. They acknowledged that this was a difficult task against the backdrop of falling margins. However it was felt that a key account management approach would help to drive the education process.

Simon Chapman, Lodge Service, said: “The longevity of our relationships with our retail customers has to some extent helped us to maintain good margins. As we truly understand their business it is easier to deliver and demonstrate value.”

The Group concluded their discussions by brainstorming the idea of bringing together a number of security businesses to agree a high standard service offering – a best of breed solution – that could be offered to clients. It was agreed that this is an exciting development but to be successful it will need marketing to raise awareness. Plans were made for the group to meet next month to discuss this further along with innovative pricing solutions, and in due course to invite key clients to critique the output plans.
Bobby Logue, Security Industry Strategist, said: “The time is right to stop skirting around these issues and address them. We need to re-engineer the way that we sell security to deliver better value.”

Chris Kenneally, CEO at Cordant Services, said: “The battle ahead is margin versus value. Many customers only understand cost and we need to change that.”

Survival of the fittest Press-Up Challenge

Survival of the fittest Press-Up Challenge

I know some of you are aware of our upcoming challenge in March but I would like to make it official know and ask for your support.

St Anns Shopping Centre Harrow has laid down the gauntlet with a gargantuan test of physical and mental strength.
This March we will test our strength and courage against the UK’s finest personal trainers from the Fitness First branch in Harrow and a team from St Anns rival Shopping Centre, St Georges.

Over the last month we have been preparing to face off in the ultimate test of strength and endurance, and all teams of 6 committed people will race to complete 20,000 Press Ups.

Only one team member can be completing press ups at any one time. This will carry on throughout the day until each team reaches 20,000 and the winning team is crowned.

The event will take place in St Anns Shopping Centre on the 14th of March starting at 9:00am. We would love to see you on the day, so please come along and help us raise some money for a really great cause.

St Luke’s is the local hospice for Harrow and Brent. They care for people whose illnesses are no longer curable, enabling them to achieve the best possible quality of life during the final stages of their illness.

Coming to terms with a serious illness can be difficult and distressing. St Lukes provide family and friends a friendly and supportive environment in which everyone feels welcome. Please give generously and leave some motivational quotes on our wall for our inspiration.

Here is our just giving page if you would personally like to donate.

Article by Sean Wall

Crystal Peaks

Crystal Peaks

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

Covent Garden

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.

Pall Corporation

Pall Corporation

Pall Corporation is the largest and most diverse filtration, separations and purifications company in the world. Its technical expertise, product portfolio and global reach are unmatched.

  • In-house machine tool maintenance team
  • Manufacturing plant
  • £6 million machine tool asset value

Since Incentive have started working with us it has freed up on average 10 hours a week of my time.

Jon Lex, Plant Manager

The contract covers all machine tool maintenance at its manufacturing plant in Portsmouth and is believed to be the first of its kind in the facilities management sector. This is the first time that Pall has decided to outsource any of its non-core activities, with the exception of canteen cleaning. The decision to award its machine tool maintenance to Incentive FM is designed to save money, increase production efficiency and reduce expensive downtime.

Project Brief

  • Establish structured maintenance solution
  • Increase productivity
  • Reduce machine down time
  • Improve and maintain service levels
  • Improve subcontractor management
  • Reduce accounts and administration burden
  • Analyse existing procurement arrangements
  • TUPE Transfer existing staff
  • Meet cost reduction objectives


The Incentive team applied its expertise in staff, contract, financial and purchasing management. By combining these skills with the 60 years cumulative specialist machinery knowledge that exists within the maintenance team we have been able to come up with a solution that supports Pall’s objectives of achieving cost savings and increasing efficiency.

Customer Quote

“We had been looking to outsource our maintenance for some time and had been talking to a number of the big engineering specialists. We liked Incentive FM’s unique profit share approach. Since they have started working with us it has freed up on average 10 hours a week of my time alone so I can concentrate on my core responsibility – production. They handled the transfer of staff seamlessly and the maintenance team is now even more committed.” Jon Lex, Plant Manager



Colgate-Palmolive is a world-leading organisation with internationally renowned brands such as Colgate Oral Care and Palmolive Body Care.

  • Corporate Head Office Premises
  • In-house FM team
  • Innovative business

The team at Colgate-Palmolive was looking at new ways to manage effectively the FM provision at their Head Office premises. Incentive FM offered a solution which presented a number of key differentiators.

Incentive FM has managed a smooth transition of facilities management and services. The extra support and expertise is invaluable.

Denise Cross, Resourcing and Development Manager

There was already a high-calibre team on site. Incentive FM offered focussed management support and resources to add to the skill base and improve service levels and productivity as well as an additional focus on cost reduction.

Project Brief

  • Establish structured outsourced FM solution
  • Improve and maintain service levels
  • Improve subcontractor management
  • Reduce accounts and administration burden
  • Analyse existing procurement arrangements
  • TUPE Transfer existing staff
  • Meet cost reduction objectives


After managing the TUPE transfer process, the Incentive FM team worked with Colgate-Palmolive to agree Service Levels and Key Performance Indicators.

Incentive FM has assessed all current supplier agreements and is looking at ways to improve value and efficiency of services across the board. Incentive FM has regular meetings with Colgate-Palmolive to ensure that services are on track and that all parties are working together towards a common goal. The overall aim is to improve services across the board. Colgate-Palmolive is an international brand and as such its premises should reflect this. Incentive FM and the Colgate-Palmolive team are endeavouring to ensure this is realised.

Customer Quote

“Incentive FM has managed a smooth transition of facilities management and services. The extra support and expertise is invaluable.” Denise Cross, Resourcing and Development Manager