Case Studies

Commercial Office Buildings – Manchester

Total Facilities Management Services

Duration: July 2019 (5yr contract)

Contract Value: 3M

CityGroup has extensive experience delivering facilities to a broad spectrum of clients across all sectors. We currently deliver contracts with individual service charge budgets of up to 1.2 million. CityGroup employs all frontline workers, including reception, helpdesk, HR, finance, concierge, maintenance, all trades, security, cleaning, administration, facilities professionals, consultants, and building managers.

The below case study will demonstrate how CityGroup assessed, devised a comprehensive facilities strategy, and successfully implemented it to achieve statutory compliance on a previously neglected building. CityGroup also prepared a comprehensive life cycle plan while assessing, retraining, and motivating a team of 19 individuals with little to no previous supervision or management for over six years.

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CityGroup Total FM Services

The building in question is situated in the Greater Manchester area. The entire floor space is circa 180,000 sq ft of converted office space spread over four floors. The building was previously managed by an international FM provider who had had the building under management for five years. The building was part of a more significant contract with most of its other locations in the southeast, where the previous FM company was based. Local resources were limited.

As CityGroup has previous experience of successfully managing accounts of this size, we were invited to tender for the FM contract as the landlord felt the service charge was increasing exponentially and felt the service delivery was poor. In addition, his company was now under pressure from the tenants to look for alternative solutions. We proposed a Total FM model as a tighter, more centralised control would be the best fit; most other models had previously been provided and were unsuccessful. After a lengthy tender process, our proposal and application were formally accepted. Our FM team quickly assessed all related assets, prepared a life cycle report, instructed a roof survey, assessed statutory compliance, and put together a service charge budget.

Next, our HR team notified all transferring staff and started the consultations required for TUPE. This was challenging as little to no information was provided by the outgoing contractors. We then assessed all areas of the FM provisions, including but not limited to all electrical infrastructure, plumbing scheme, heating, AC, UPS, generators, transferring staff competencies, training needs, equipment, site processes, health and safety, and legionella.

We initiated our risk management strategy, restructured the onsite team, negotiated better discounts with subcontracted providers, ensured the building was compliant, improved frontline service delivery, and sustainably reduced the service charge by 5%. In addition, we resolved historical issues and repaired a broken relationship between the onsite facilities team and the tenants by improving processes and motivating & closely supervising the existing employees.

CityGroup has established a bespoke model that has made measurable improvements and added real value to a part of the client’s portfolio whilst controlling costs and improving service delivery.