FM World 2011-3-10

THE MAGAZINE FOR THE BRITISH INSTITUTE OF FACILITIES MANAGEMENT | 10 MARCH 2011

FMWorld www.fm-world.co.uk k

How the modernisation of Liverpool’s Royal Liver Building chimes with the past

CLOCK WORK

001_FMW_Cover.indd 1

SECURITY:

What you need to know about access management

2/3/11 15:18:40

Better equipped

to keep you safe

Better equipped to partner with facility managers HSS delivers the very best in tool and equipment hire, offering a vast product range from cooling equipment to powered access.

Our deep understanding of facility management means that we’re better equipped to provide efficient service and clean equipment prepared to the highest standards. HSS has a four-star rating from the British Safety Council, so you can be certain that safety is as high on our agenda as it is on yours. What’s more, with HSS LiveHire, our unique online hire management system, you can be in complete control to help save you time and money. Or free yourself from the burden of managing your own equipment hire and enjoy a fully outsourced managed service from HSS.

safety value availability support FMW.10.03.11.002.indd 1

hsslivehire.com 08457 28 28 28 1/3/11 08:57:22

VOL 8 ISSUE 5 10 MARCH 2011

CONTENTS

7 | Starbucks unethical?

14 | Royal Liver Building

20 | FM World interview

NEWS

OPINION

FEATURES

6 FTSE100 told to address gender gap by government report 7 Starbucks named Britain’s ‘most unethical’ coffee chain in study 8 Gothic St.Pancras Renaissance Hotel re-opens after restoration 9 FM 100 poll: Do FMs gather the right data to demonstrate the value of FM to stakeholders?

10 Business news: Carillion’s take-over of Eaga shows a trend towards buying-in skills 11 After strong results, Kier sets sights on acquiring smaller companies

12 Diary of a facilities manager: David Walker’s regular look at the daily challenges he faces in his working life 13 Five minutes with Gary Watkins, director, Service Works Groups 46 Felicity Messing

MONITOR 28 Legal: Challenge to Building Schools for the Future cut is upheld 31 How to: Graffiti removal equipment and techniques 32 Careers: what makes an successful entrepreneur?

31| Graffiti removal

14

Royal Liver Building: Cathy Hayward visits Liverpool’s landmark building which has undergone a dramatic renovation project

18

Access control: Dr Steffan George, of the Master Locksmiths Association, unlocks the secrets to managing building access securely and on budget

20

FM World interview: Rebecca Bradley, portfolio manager at Bank of America Merrill Lynch, interviews British Library FM John De Lucy

24

Hospitality: The FM industry could learn much from the hospitality sector in terms of customer service and management, suggests Alan Williams

REGULARS 36 BIFM news 41 People & Jobs 42 Appointments

18

Access control: secrets unlocked

For exclusive online content including blogs, videos and daily news updates

visit fm-world.co.uk FM World Jobs – the best place to find FM career opportunities online

COVER IMAGE: GETTY

visit fm-world.co.uk/jobs FM WORLD | 10 MARCH 2011 | 03

03_FM Contents.indd 03

3/3/11 17:31:43

SHOW ME COST SAVING MAINTENANCE The DORMA UK Service Division supplies a comprehensive, round-the-clock service to ensure that your doors stay open, operating correctly and safely for your customers. DORMA offer their customers both Preventative contracts and Reactive servicing on a non-contracted basis.

DORMA service and maintain: n Automatic Doors n Manual Doors n Industrial / Commercial Roller Shutters n Industrial Folding doors n Fire Shutters n Windows n Movable Walls

Let us show you cost saving maintenance at

www.DORMA-SHOW.com DORMA UK Limited Tel 01462 477600 Fax 01462 477601 Email service@dorma-uk.co.uk Door Controls

Automatic

Glass Fittings and Accessories

Movable Walls

Service

The electrical inspection and testing specialists LET US GIVE YOU THE BEST VALUE, QUALITY & SERVICE FOR :

• • • •

Electrical Test and Inspection of Fixed Wire Installations Portable Appliance Testing.

Thermographic Surveys and Load Recording EfÀcient organisation of remedial repairs if required.

CALL OR EMAIL US FOR A QUOTATION. Email: qcltd@quantectest.co.uk Phone: (01634) 865750 Fax: (01634) 861195

www.quantectest.co.uk Quantec newHP.June3.indd 1 4 | 10 MARCH 2011 | FM WORLD

FMW.10.03.11.004.indd 4

14/9/10 10:36:06

1/3/11 09:07:26

Redactive Publishing Ltd 17 Britton Street, London EC1M 5TP 020 7880 6200 www.fm-world.co.uk EDITORIAL Tel: 020 7880 6229 email: editorial@fm-world.co.uk editor: Cathy Hayward ⁄ news editors: Louisa Roberts and David Arminas ⁄ reporter: Steve Still ⁄ sub editor: James Richards ⁄ assistant editor: Natalie Li ⁄art director: Mark Parry ⁄ art editor: Daniel Swainsbury ⁄ picture editor: Sam Kesteven

CATHY HAYWARD EDITOR COMMENT

LEADER

ADVERTISING AND MARKETING email: sales@fm-world.co.uk display sales executives: Adam Potter (020 7880 8543) and John Nahar (020 7880 6230) ⁄ recruitment sales executive: Norman Cook PRODUCTION production manager: Jane Easterman production executive: Aysha Miah PUBLISHING publishing director: Cathy Hayward Forward features lists and media pack available at www.fm-world.co.uk/about-us SUBSCRIPTIONS BIFM members with FM World subscription or delivery queries should call the BIFM’s membership department on 0845 0581358 FM World is sent to all members of the British Institute of Facilities Management and is available on subscription to non-members.

Annual subscription rates are UK £110, rest of world £130. To subscribe call 020 8950 9117 or email fm@alliance-media.co.uk – alternatively, you can subscribe online at www.fm-world.co.uk/about-us/subscribe/ To order the BIFM good practice guides or the FM World Buyers’ Guide to FM Services call Natalie Li on 020 7880 6229.

EDITORIAL ADVISORY BOARD Simon Ball, business development manager, Interserve ⁄Jason Choy, director, Persus⁄ Ismena Clout, energy consultant, powerPerfector ⁄ Nick Cook, managing director, Haywards ⁄ Rob Greenfield, director for health, safety, environmental and quality, Sodexo ⁄ Anne Lennox Martin, FM consultant ⁄ Peter McLennan, joint course director, MSc Facility Environment and Management, University College London ⁄ Lionel Prodgers, principal, Agents4FM ⁄ Chris Stoddart, general manager, Heron Tower ⁄ Jeremy Waud, managing director, Incentive FM ⁄ Jane Wiggins, FM Tutor and author ⁄ Chris Wood, senior associate at Advanced Workplace Associates

Average net circulation 11, 654 (Jul 09 – Jun 10) FM World magazine is produced using paper derived from sustainable sources; the ink used is vegetable based; 85 per cent of other solvents used in the production process are recycled © FM World is published on behalf of the British Institute of Facilities Management (BIFM)

by Redactive Publishing Ltd (RPL), 17 Britton St, London EC1M 5TP. This magazine aims to include a broad range of opinion about FM business and professional issues and articles do not necessarily reflect the views of the BIFM nor should such opinions be relied upon as statements of fact. All rights reserved. This publication may not be reproduced, transmitted or stored in any print or electronic format, including but not limited to any online service, any database or any part of the internet, or in any other format in whole or in part in any media whatsoever, without the prior written permission of the publisher. While all due care is taken in writing and producing this magazine, neither BIFM nor RPL accept any liability for the accuracy of the contents or any opinions expressed herein. Printed by Pensord ISSN 1743 8845

BIFM ENQUIRIES

British Institute of Facilities Management Number One Building, The Causeway, Bishop’s Stortford, Hertfordshire CM23 2ER

his week I have worked at my own office desk, at a client site, at the kitchen table, on a plane, a train, a bus, on the Tube, and in a number of coffee shops. While some of this work has involved reading magazine and newspaper articles, chatting on the phone and scribbling notes, the majority has been tapping away at the laptop. The case study of the £20m refurbishment of the Royal Liver Building (pages 14-17) for example, was largely written in the waiting room at Liverpool Lime Street station and on the train back to London, and then finished off in the office.

And I’m not alone. Everywhere I go these days, there are people perching laptops on their briefcases, tapping away at iPads, iPhones or BlackBerries and chatting to colleagues through Skype. People who defend the office as the only location for work need to get out and see the reality. People are working everywhere – and that’s just in the winter. On the way to a meeting in Pall Mall last week, I passed a businessman who had set up his laptop on the side of one of Trafalgar Square’s fountains (his IT manager would have had a heart attack) and was busy talking on Skype. And that was despite the temperature being only marginally above zero. When spring finally comes, every open space will be full of people working in one way or another.

But there are two major downsides – and I’m suffering from both. The first is the lack of WiFi connectivity. Last May, London Mayor Boris Johnson revealed his desire to convert the capital into the world’s technological hub with a free city-wide WiFi like Venice, Miami and a host of US cities. We’re still way off that in most of the UK. For those regular mobile workers, buying a WiFi dongle is an easy option for a small monthly charge, but for those of us who are only out and about occasionally, that extra cost is hard to justify. And the result is that you either pay exorbitant costs for one-off WiFi use, you try to piggy back off free connections (only to have them drop at a crucial moment) or you camp out in Starbucks where there’s free WiFi. The other, more important, issue is physical comfort – or lack of. Us facilities professionals spend a lot of time ensuring everyone in the workplace is as comfortable as they can be. They have the right ergonomic chairs, adjustable desks, screens at just the right height (or laptop stands) but then the business comes along and gives people laptops and we know full well that they’re going to be sitting in uncomfortable positions for long periods craning their neck to see the screen. As anyone who’s tried to type on a laptop on a train table for long periods will know, you leave the train with your shoulders hunched up around your ears.

But few organisations seem to be concerned about the ergonomic suitability of all the locations that their staff are working in. Surely, it’s only a matter of time before there are a spate of claims for repetitive strain injury, and other health problems, against organisations for failing to provide the right working environment – and there have been several already.

It will be the facilities manager who will have to shoulder the blame. We need to be thinking now (and I know many of you are already) about how we balance this desire to work flexibly with the need to be ergonomically safe and sound.

T

“PEOPLE WHO DEFEND THE OFFICE AS THE ONLY LOCATION OF WORK NEED TO GET OUT AND SEE THE REALITY”

Tel: 0845 0581356 email: admin@bifm.org.uk web: www.bifm.org.uk

www.fm-world.co.uk

05_Comment.indd 05

FM WORLD | 10 MARCH 2011 | 05

3/3/11 16:47:20

FM NEWS SIGN UP FOR FM WORLD DAILY AT FM-WORLD.CO.UK

FTSE100 told to address gender gap A government report that promotes gender equality in UK boardrooms says that FTSE100 companies should double the amount of women on their boards.

The Women on Boards report, led by Lord Davies, reveals that women make up just 12.5 per cent of FTSE100 boards. It is calling for a minimum of 25 per cent by 2015, with many expected to achieve a higher figure.

“Inclusive and diverse boards are more likely to be effective boards,” the report states. “This is not a gender numbers game. It’s about the richness of the board as a whole.”

So what more can be done to increase the number of women at board level? “It’s about companies being aware of peoples’ capabilities, talents and their own organisational culture,” said Liana Sinclair, general manager at Asset OnCall.

Earlier this month, Sinclair presented her study ‘Professional Identity Gendering and the Glass Ceiling’ at a Women in FM forum event in London. She disagrees with the concept of filling quotas and strongly believes that the right person should get the right job, “regardless of gender.”

Liz Kentish, chair of the Women in FM group (a third of members are men) and owner of Liz Kentish Coaching also agrees in a meritocracy and not filling government quotas.

“But women need role models,” she says, “Unfortunately, women are inclined to have less confidence when it comes to reaching for the highest levels.”

06 | 10 MARCH 2011 | FM WORLD

6-7_FM News.indd 06

And while she names high level women in FM, including Ruby McGregor-Smith, CEO at Mitie, Wendy Cuthbert, head of property

DREAMSTIME

LOUISA ROBERTS newsdesk@fm-world.co.uk

Narrowing the gap: Women at the top

at Barclays and Julie Kortens, head of FM at Channel 4, the vast majority of women working in FM are at the lower levels.

According to the 2010 FM World Salary Survey, just 6 per cent earned more than £61,000.

Women working at the top must do more to encourage those coming up behind, says Kentish.

One way of resolving this is through the creation of more mentoring opportunities, says Julie Kortens, head of facilities management at Channel 4.

Kortens, who was named FM of the Year at last year’s BIFM awards, says that Channel 4 has made huge inroads into the area.

“It is essential that the facilities management industry encourages women to have a voice. We need to embrace and value diversity but I think we still have a long way to go.”

AKIN FALOPE

MANAGEMENT

Starbucks scores low in ethics league

First firm fined under manslaughter act DAVID ARMINAS newsdesk@fm-world.co.uk

Cotswold Geotechnical Holdings has become the first company to be convicted of the new offence of corporate manslaughter.

Alex Wright was 27 when he died in September 2008. He was a geologist for Cotswold Geotechnical Holdings and was investigating soil conditions in a deep trench on a plot in Stroud when it collapsed and killed him.

The company was fined £385,000 and the company’s boss was described by the judge as “gravely and culpably mistaken”, and had created “a lasting legacy that will be an unwanted footnote in the history of health and safety in the United Kingdom.”

There was no person in the dock at Winchester Crown Court during the three-week trial as it is the company, rather than an individual, which is charged with corporate manslaughter.

The company ignored wellrecognised industry guidance that prohibited entry into excavations more than 1.2m deep, by requiring junior employees to enter into and work in unsupported trial pits, typically from 2 to 3.5m deep.

Wright was working in a 3.5m

pit when soil fell in and buried him up to his head. Despite two people, who owned the development plot, trying to help him get out, more earth fell in and covered Wright completely. He died of traumatic asphyxiation.

Kate Leonard, reviewing lawyer from the Crown Prosecution Service’s Special Crime Division, said: “I hope that this conviction offers his family some sense of justice. I send them my sincere condolences once again.”

“Wright’s death is a tragedy for all and would never have happened if Cotswold Geotechnical Holdings had properly protected him” www.fm-world.co.uk

3/3/11 17:14:59

NEWS

BRIEFS comes to workers’ rights.

The supply of coffee kiosks to Guantanamo Bay prison camp, an anti-union action stance and poor health care coverage were all linked to the firm’s low score.

Writing to highlight Fairtrade fortnight this month, editor Dan Welch said: “We’ve uncovered a record of unethical behaviour that runs completely counter to Starbucks image as an environmentally friendly, bohemian Seattle coffee shop.”

Starbucks said it was disappointed with the statement and added that it had widely published ethical standards “guaranteeing” rights, wages and conditions for coffee farmers.

It added: “The magazine is also unaware that our independently verified environmental standards for stores are cutting water and energy consumption by up to 25 per cent.”

Starbucks is the most unethical café chain in Britain according to a study by a consumer magazine.

Ethical Consumer compared brands in 19 different categories and found that despite the chain being the biggest buyer of Fairtrade coffee it is bottom of the league when it

Legal disputes up The number of legal disputes between commercial property landlords and tenants reaching the High Court in London jumped 43 per cent in a year.

Cases were up from 28 in 2008 to 40 disputes in 2009. A dispute was defined only if the case had a value of more than £25,000.

“The economic downturn has fuelled these disputes as companies desperately tried to slash their property overheads by shedding excess office and retail space,” according to legal information provider Sweet & Maxwell which gathered and collated the figures.

With property as the second biggest business cost – after staff costs – thousands of legal disputes flare up every year between landlords and tenants. However, most of these disputes are settled by negotiation or arbitration, Sweet & Maxwell said.

One common trigger is when occupiers try to sublet their excess office space, which can be created by staff redundancies or, in the case of the retail sector, by tumbling consumer spending.

Climate minister urges pro-activity

6-7_FM News.indd 07

PA

NATALIE LI natalie@fm-world.co.uk

www.fm-world.co.uk

The British Council for Offices and the Building Owners and Managers Association have produced a survey which hopes to compare the property markets in the UK and US, in particular the topics of sustainability and the demand for office space. Property professionals can take part in the survey by visiting www.zoomerang.com/ Survey/WEB22BWV8E7HA4/ The closing deadline is 25 March.

Ifma launches FM course A new certificate designed to help FMs create more environmentally sound and cost-efficient organisations is being launched. Ifma has created the Sustainability Facility Professional Credential Program which will be unveiled at a conference in Boston this month. The three-year course includes training and assessment across eight essential areas including energy, water, materials and resources, workplace management and waste. The SFP Credential Program will be available in self-study or instructor-led classroom format.

Playboy Mansion outbreak

ENERGY MANAGEMENT

Businesses must be more proactive in slashing emissions, said energy minister Chris Huhne at a recent government report launch.

The report, Energy Efficiency: The Untapped Business Opportunity, compiled by Carbon Connect, highlights the need for the public and private sector to adopt energy efficient measures.

The report found that poor energy efficiency is costing UK businesses more than £6bn a year.

Julius Brinkworth, co-chair of the inquiry said: “UK business simply cannot afford to ignore the financial benefits of being energy efficient in such tight times. By being smarter about how and when we use energy, the private sector can start making sizeable savings in less than a year.”

UK/US property survey

The report outlines a series of recommendations; one of which states that businesses must ensure a non-executive director takes responsibility for raising energy saving opportunities at board level.

Lord Teverson, one of the inquiry co-chairs at the event said: “There should be a director in

every business to champion energy efficiency.”

Other recommendations include introducing a mandatory greenhouse gas reporting requirement for large companies from 2012 and working with the insurance industry to establish insurance packages for renewable generation projects in the commercial property sector.

Recent policy has highlighted the need to improve energy efficiency, Huhne said, from the introduction of the CRC to the government’s Green Deal, set to be launched in 2012.

Huhne addeds that he wanted the government’s Energy Bill to be renamed the Energy Saving Bill to highlight the importance of monitoring energy efficiency across the supply chain.

Los Angeles County health officials are investigating a possible outbreak of legionellosis, a lesser form of legionella disease, at the official Playboy Mansion.

Around 170 people became sick after attending or working at a fundraiser at the mansion, according to American news reports. The illness is caused by a bacterium that grows in warm water, possibly contracted from the mansion’s hot tubs or fog machines, news reports said. The people who became ill were among 700 delegates from 30 countries who were attending the DOMAINfest Global conference in Santa Monica in early February.

Shard’s unofficial tenant Security is tight on most construction sites, but at the Shard in London one invader managed to live unnoticed for several weeks. An inquisitive fox was found living not at ground level of Europe’s tallest skyscraper, but on the 72nd floor of Europe’s tallest skyscraper. Even after being seen in February, the animal managed to elude workers for several weeks, knowing where to hide and sleep and coming out to feed on scraps.

FM WORLD | 10 MARCH 2011 | 07

3/3/11 16:57:41

FM NEWS SIGN UP FOR FM WORLD DAILY AT FM-WORLD.CO.UK

PROJECT OF THE

FORTNIGHT NEWS BULLETIN

Fire chief condemns health and safety rules Health and safety rules designed to protect firefighters at work endanger lives, according to a senior brigade officer.

Strathclyde Fire and Rescue Chief, Brian Sweeney, said HSE-drafted regulations stop firefighters from doing their jobs and putting the public at risk. Sweeney was speaking after an inquiry into the death of Alison Hume who died after her rescue from a mineshaft was delayed for safety reasons.

Hume was trapped in July 2008 but crew members volunteering to be lowered down to her were blocked by officers concerned for their welfare.

The HSE published a paper, Striking a balance, in March last year in an effort to clarify the position with regard to the protection of employees. It says that employers are expected to ensure the ‘health, safety and welfare’ at work of their staff.

But Sweeney told the BBC the paper encouraged a creeping culture of risk aversion and fear in the fire service. He said: “That doesn’t serve the public well and it doesn’t create the environment within which firefighters feel free to do their job. They are preventing and compromising our ability to save life.”

The HSE refuted the allegations and said the policy was endorsed by the Chief Fire Officers’ Association and the Fire Brigade’s Union.

A spokesman said: “It makes clear to all fire and rescue services that proper health and safety does not prevent firefighters from doing their job – nor deny them the protection which is reasonable given their role.”

Rics adds energy and water to refit method

RENAISSANCE HOTEL

Gothic hotel opens its doors once again “Too beautiful and too romantic to survive.” So said Sir John Betjeman about the George Gilbert Scottdesigned St Pancras Renaissance Hotel, a Victorian Gothic revival building in King’s Cross.

He clearly didn’t reckon on 21st century property developers, who have restored the hotel and will open its doors to the public this month, 138 years after Queen Victoria opened the original Midland Grand. Then, lifts and revolving doors were an “aweinspiring” novelty.

After being turned into railway offices in the 1930s, for the past quarter of a century, the hotel has remained empty, serving as a film location for films such as Batman and Harry Potter. Now, the Manhattan Loft Corporation, London and Continental Railways and Marriott Hotels, architects RHWL and Richard Griffiths, and English Heritage have brought it back to life.

With luxury apartments and hotel rooms (price tags reach £10,000 per night for the Royal Suite), and direct access to the St Pancras concourse means people (well, a lucky few anyway) can enjoy the romance and beauty of the Grade 1 listed building once again.

08 | 10 MARCH 2011 | FM WORLD

8-9_FM News.indd 08

The Royal Institute of Chartered Surveyors has overhauled its green evaluating method for office refits to allow the monitoring of energy and water use.

Rics has reviewed the SKA rating system and its 104 Good Practice Measures and created a new occupancy stage assessment.

It now includes the ability to keep track of resource consumption levels, waste management and recycling activity.

Rics information products director Tim Robinson said: “Feedback has confirmed this is an element that users really wanted us to introduce because it helps them make the business case for targeting a more positive environmental outcome for their fit-out.

“Not only is this valuable information for occupiers as it impacts their bottom line, but it’s also vital for landlords as research continues to show that tenants are willing to pay more for occupying ‘green’ workspace.”

Government plans to replace Defence Estates The government is to replace Defence Estates, the MoD’s property arm, with a merged body called Defence Infrastructure Organisation and lose around 2,500 jobs.

The change will happen over three years to Defence Estates that runs about 2,400 hectares for the MoD, a BBC report said. Savings are expected to be around £1.2bn over the first four years, according to Defence Secretary Liam Fox. A single organisation running the estate will give “better strategic management” and save running costs. “This measure will make a significant contribution to civilian staff reductions and efficiency measures set out last October in the Strategic Defence and Security Review.”

But Unite national officer Kevin Coyne condemned the move. “This is devastating for our members,” Coyne said. “It’s absolute madness, the Tories spent the 1980s decentralising the MoD and now they’re centralising it with Stalinist fervour.

“With 2,500 fewer staff, the maintenance and running of MoD properties and land will be run on a shoestring doing our forces and their families a disservice. We urge the government to step back from this decision.”

Unite said it will bring together 7,000 staff working on construction, maintenance and disposal of land and buildings owned by the MoD. www.fm-world.co.uk

3/3/11 17:22:47

FM 100 POLL

WE ASKED 100 FMS…

YES 85%

Do facilities managers gather the right data to demonstrate the value of FM to stakeholders?

Do facilities managers gather the right data to demonstrate the value of FM to key organisational stakeholders? The answer is a pretty resounding no from most of respondents to the latest FM100 survey.

Some are unequivocal with their answer. “All the large, complex estates in which I have worked always have insufficient information for day to day management, which means that they never demonstrate value to key stakeholders,” said one.

But is it the fault of the facilities

management department? Or does it lack direction from senior management as to what data is actually required? One FM thinks so. “Generally, stakeholders don’t specify what data they need.

The facilities manager will offer the information that they have gathered for their own purposes but this will only sometimes match the stakeholders’ requirements.”

Those who disagree, a small but not insignificant 15 per cent, are less able to express how this value is demonstrated.

Perhaps there needs to be

NO 15%

a rethink about this level of information gathering and its true purpose. If reporting FM activity and its value to the business is just another monthly task to complete, who will be interested in reading a report, let alone appreciating the significance of what FM is doing for the good of the business?

Arrests made in SIA investigation

ALAMY

DAVID ARMINAS newsdesk@fm-world.co.uk

One person has been arrested and four London-based training providers no longer provide licence-linked training after a major crackdown by the Security Industry Authority.

Three hundred qualifications have also been withdrawn following the wide-scale investigation into training malpractice.

The SIA received intelligence about the training centres through its Operation Nevada, launched late last year. It was conducted in conjunction with the Metropolitan Police.

Unannounced SIA visits took place at training providers in locations across London and south east England in November.

“Evidence was found of serious training malpractice, such as the centres registering candidates and awarding them certificates when they had not sat the www.fm-world.co.uk

8-9_FM News.indd 09

examination,” the SIA said.

As a result, awarding bodies have withdrawn their approval to provide training at four London colleges – Divine College, St Joseph’s College of Science and Technology, ME Training and Inter-Continental College.

More than 300 certificates awarded at the centres have also been withdrawn.

Of these qualifications, 69 had been used to obtain an SIA licence for door supervision, all of which have been suspended.

These licence holders have a 90-day period following the suspension to gain a valid qualification, after which time their licence will be revoked.

“Investigations into allegations

of training malpractice are a key part of our compliance activity,” said SIA director of compliance and enforcement Dave Humphries. “In the interest of public protection, it is vital that all operatives working in the security industry are properly trained to deal with the demands of their role.” Police and the Border Agency are continuing to investigate various offences, the SIA said.

“Evidence was found of serious malpractice, such as awarding them certificates when candidates had not sat the examination”

As one respondent says, FMs more often collect data solely to demonstrate KPI compliance, rather than true value for money.

Perhaps it’s time for FMs to think creatively about demonstrating their value, to a board which may be stuck in the “FMs just keep the toilet rolls stocked up” mindset.

Engineer maimed in drill incident An engineer was maimed after the firm he worked for failed to ensure a drill had proper guarding in place, a court heard.

Michael O’Brien, 60, suffered permanent loss of movement to three fingers in his left hand after his glove was drawn into the drill chuck on his second day with Jex Engineering.

He spent four days in hospital, required several skin grafts and has been unable to work since.

O’Brien was installing a machine during the construction of a wastetransfer station in Leyland, Preston, in December 2009.

He said “I’d only been working for the company for a couple of days but you just expect employers to know what they’re doing when it comes to health and safety.

“Two of my fingers have been virtually paralysed and I now find it very difficult to grip with my left hand.

Jex hired the magnetic drill unit but failed to check a guard was in place South Ribble Magistrates’ Court was told.

FM WORLD | 10 MARCH 2011 | 09

3/3/11 17:32:58

FM BUSINESS SIGN UP FOR FM WORLD DAILY AT FM-WORLD.CO.UK

ANALYSIS

Carillion ‘Eaga’ to invest in specialist skills GRAEME DAVIES newsdesk@fm-world.co.uk

The recent takeover of eaga by Carillion illustrated how valuable specialist skills are becoming in the FM sector. The wave of consolidation that continues to ripple through the sector is seeing groups add to their skill sets in a bid to be able to win more allencompassing contracts while mid-scale players look to add to their businesses in defensive moves to protect themselves from predators.

Carillion’s purchase of eaga was well timed in terms of the eaga share price, which took something of a hit last year as government cuts hampered its business, especially the delivery of the Warm Front programme.

But its recent travails masked the longer-term potential of the business and what its specialist skills in energy efficiency could bring to a larger operation such as Carillion.

With the government desperate to bring down carbon emissions both across its own estate and the private sector, energy efficiency is becoming its most effective short-term tool before the huge capital projects such as offshore wind farms are able to contribute in any significant way. Energy efficiency, whether it be through the fitting of micro generation or simply using better insulation and more efficient use of power, represents the low hanging fruit and adding this expertise to its skillset could give Carillion an edge to help 10 | 10 MARCH 2011 | FM WORLD

10-11_FM Business.indd 10

it win more business with both the public and private sector.

Indeed, the government has its own exacting emissions reduction targets to meet and has also set the private sector a challenge through the introduction of the Carbon Reduction Commitment.

The growing demand for energy efficiency among end customers is driving the imperative to own such skills among FMs. Although eaga had experienced some issues in recent months it remained fundamentally a decent business with a strong franchise in energy efficiency and delivery

of programmes, particularly for the government. Bringing these skills into a larger business, where slippages in individual contracts are more easily absorbed could end up being a very shrewd move indeed.

Elsewhere among support services groups, Interserve and consultancy and maintenance group Mouchel are in talks over a deal. This would give Interserve a wider portfolio of skills and takes it into new areas such as highway maintenance. Interestingly, it also gives Interserve a stronger presence in the UK just as more outsourcing work is forecast to be tendered.

It represents a shift back to the domestic market for Interserve after a push overseas in recent years and would be achieved in one fell swoop rather than through months and years of organic growth initiatives.

And at the base of all this is that elusive factor – growth. In many cases it has been pretty hard to come by of late with UK

government locking down spending and the private sector keeping a tight hold on its purse strings.

Even support services giant Capita announced anaemic revenue growth recently, but it made 12 bolt-on acquisitions last year for a total of £301m. When the going gets tough, and companies remain under pressure from shareholders to keep growing the bottom line often the easiest and fastest way to do it is to go out and buy it.

But its not a fool proof method of growing, Connaught and Rok being the most recent examples of how melding together regular acquisitions does not always produce a coherent whole.

Nonetheless, the sector’s biggest players have been built on a mixture of acquisitions and organic growth and right now it appears to be a case of buy or be bought for all but the biggest around.

Graeme Davies writes for Investors Chronicle

Contract wins

NEW BUSINESS MITIE has expanded its facilities management contract with Rolls Royce and will employ 1,000 people to manage 56 sites across the UK, Norway, Finland, Sweden, Germany, France and Poland.

BALFOUR BEATTY has finalised a £48m, 25-year PPP contract to reshape North West Fire and Rescue Services.

The work will involve the design, construction, finance and provision of facilities management services at 16 fire stations in Merseyside, Cumbria and Lancashire.

RELIANCE will provide Ordnance Survey’s head office in Southampton

with mailroom management, reprographics, security, porterage, cleaning, hard FM, grounds maintenance, helpdesk and catering with its partner, BaxterStorey.

CHARLTON HOUSE has won a contract worth £200,000 with Fuller, Smith & Turner to cater for 337 people in the staff restaurant at Griffin Brewery in Chiswick.

SITEXORBIS has signed a four-year deal worth £3m to secure empty properties for the Northern Ireland Housing Executive.

SODEXO PRESTIGE has renewed

a contract to provide catering and conference services at Ascot Racecourse. The five-year, £100m deal includes serving around 300,000 visitors over the five day Royal meeting each year.

SHANKS is partnering with Babcock International to work on the Wakefield Waste Management PFI project which will see 200,000 tonnes of municipal solid processed annually in South Kirby.

East Midlands airport has extended its contract with OCS to provide services for passengers with reduced mobility for two more years in a deal worth around £3m.

WILLMOTT DIXON has agreed a contract worth over £10m to refurbish and build new accommodation for the independent Birkenhead High School Academy for girls.

Joseph Chamberlain College has awarded a five-year contract worth almost £1m to SGP Property and Facilities Management. www.fm-world.co.uk

3/3/11 16:48:08

BUSINESS BRIEFS

Planning ahead: Kier plots its next purchase

Construction group Kier plans to strengthen its position by purchasing a number of smaller companies, it said after posting good financial results.

Chief executive Paul Sheffield has admitted the group is missing opportunities in the sector and the company wants a bigger slice of the FM market – said to be worth £35bn.

He says the firm has been eyeing up a number of outsourcing and maintenance targets, which it wants to add to its front-end service armoury.

Sheffield told the Financial Times: “We’ve currently got about half a

KIER

Kier is keen to acquire in lieu of good results per cent of this very big market and we know there is more we could do in it.”

A strong first half-year showed total revenue rising 9 per cent to over £1bn.

Underlying pre-tax profits are up by 26 per cent to £31m, with support services and construction orders standing at £4bn.

It is involved in the Crossrail project for London and the South East and already manages facilities services at 3,000 locations, including Neath Port Talbot

Hospital and the Welsh Assembly.

Kier’s existing facilities revenue is £60m and it won several major contracts in 2010, including a £7m contract for Kirklees and Calderdale NHS primary care trusts.

The group also announced that Dick Simkin, its executive director of developments, will retire at the end of the financial year.

Ian Lawson, executive director for support services and partnership homes, will take over the role.

Rentokil reports 15 per cent growth Rentokil Initial reported a 15 per cent growth in adjusted profit before tax at around £192m, despite poor performance in City Link and Benelux.

Preliminary results for the year to December put adjusted operating profit at over £239m, an increase of 8.3 per cent, with adjusted profit before tax growing by 15.1 per cent to over £191m.

Strong divisional profit performances were recorded in Pest Control, Facilities Services and Asia Pacific.

A statutory after tax loss for the year was around £20m and was reportedly due to the recognition of a £95m impairment of goodwill in City Link.

Full year revenue of £2.5bn – at constant exchange rates – www.fm-world.co.uk

10-11_FM Business.indd 11

declined by 1.2 per cent on 2009, a decline of 1.4 per cent at actual exchange rates.

Chief executive Alan Brown said: “In the coming year we anticipate continued good progress in Pest Control, Facilities Services, Asia Pacific and Ambius.”

“City Link’s operational inefficiencies are expected to be addressed by October 2011 but financial delivery will be weak until then.”

Facilities Services recorded revenue growth largely due to the contributions from Knightsbridge Guarding and a new Transport for London cleaning contract.

Pest Control revenue was flat year on year, held back by a decline in the UK hygiene business but still reported good growth.

City Link’s operating loss of £9.6m is £4m worse than the corresponding loss in 2009.

The operation was hit by the heavy snowfall.

Capita Symonds strong UK-based property and engineering consultants Capita Symonds had an ‘exceptional’ 2010 it said after posting the company’s financial results.

The firm reported that despite gloomy predictions it managed to play a major part in the ‘robust’ performance of parent company, Capita, which increased underlying operating profits by 10 per cent to £395.1m in the year to 31 December 2010.

Capita Symonds showed an increased turnover of £309m and underlying profits of £25.6m, up from £23.1m.

Imtech swoops for Inviron Facilities management provider Inviron was snapped up by the electrical services giant, Imtech.

The company, which maintains its head office in Birmingham employs 1,000 people and has a turnover of £130m, was bought for cash for an undisclosed sum.

The purchase means Netherlands based Imtech, which has a turnover of 4.5bn Euros, has now added a major maintenance division to its armoury. Its existing UK operation, which has its head office in Middlesex, has an annual turnover of around £400m.

ISS considers IPO launch For year ended 31 December, £m (actual exchange rates) Q4 Growth FY 2010 Growth Revenue 642.4 (0.8%) 2,496.5 (1.4%) Adjusted Operating Profit 67.2 (6.7%) 239.3 8.4 % Adjusted Profit before tax 58.5 (5.3%) 192.3 15.5% (Loss)/profit before tax (55.7) N/A 14.5 (77.7%) Operating cash flow 85.5 (10.8%) 220.1 (30.5%) Adjusted EPS 7.81p 18.2% Source: Rentokil Initial

Connected FM, a Dunfermlinebased business headed up by Iain Murray, has gone into liquidation.

It follows the loss of the company’s two major contracts.

Murray told FM World, “There was simply no business left.”

Around 20 Connected FM staff have Tupe’d over to a new contract provider, but four people, including, Murray have been made redundant.

He is said to be in talks with a major FM service provider about a senior role in the organisation.

FM WORLD | 10 MARCH 2011 | 11

3/3/11 16:48:20

FM OPINION THE DIARY COLUMN DAVID WALKER

David Walker is facilities project manager at Northumbrian Water

“THE ‘RESPONSIBLE PERSON’ IS REQUIRED TO CARRY OUT CERTAIN FIRE SAFETY DUTIES” WE D IDN ’T STA RT T H E FI R E

risk assessment is a mandatory A fire requirement for building managers.

Dave Walker gives an overview of risk assessments and outlines the duty of a ‘responsible people’ in an organisation Now that I have finally finished phases one and two of the refurbishment, I am busy making sure the building complies with some of the legal aspects we have to adhere to.

And while building control picks up many aspects of this, part of the Fire Safety Order does demand some action on our behalf. As you will be aware, the order requires us as the ‘responsible person’ to take reasonable steps to reduce the risk from fire and ensure

occupants can escape safely if a fire does occur.

A ‘responsible person’ is anyone who has control of premises, or anyone who has a degree of control over certain areas or systems, and under normal circumstances a single person is identified as such; in more complex organisations, more than one person has been named.

The responsible person is required to carry out certain fire safety duties which include

ensuring the general fire precautions are satisfactory and conducting a fire risk assessment, provisions of the order place a great deal of emphasis on the completion of a Fire Risk Assessment and I thought it would be worthwhile refreshing what we have to do.

A risk assessment must be carried out regardless of the level of risk, be it a high or low risk.

The responsible person must have a competency to carry out the assessment and the assessment would typically cover five key steps: ● Identify the hazards within the premises. This section typically covers the source of ignition such as naked flames, sources of fuel such as waste build-up and sources of oxygen such

as air conditioning ● Identify the people at risk.

This will include employees, visitors and anyone who may be particularly vulnerable ● Evaluate and act. Remove and reduce any risks to protect people and the premises. ● Record, plan, instruct, inform and train. This section covers the record keeping, planning and the training and awareness of staff.

Best practice would be to set up a schedule of regular reviews to ensure all aspects of the risk assessment remain up to date and reflect any changes that may have occurred.

The next thing I really need to do is to plan in an evacuation of the building just to ensure staff are familiar with the new assembly point. FM

BEST OF THE WEB The latest views, comments and reaction across the web

1⁄

NetworkwithBIFM Five top FM recruitment consultants give their views on the current FM job market.

Posted by Liz Kentish.

Alex Sutherland, FM Property Recruitment Network: There are still a lot of nerves out there. Companies are still nervous about taking too many people on and candidates are still worried about jumping ship. On the whole the

12 | 10 MARCH 2011 | FM WORLD

12-13_Opinion.indd 14

activity has picked up and there is a lot more recruitment going on.

2011 will continue to push on and regardless of the expected ‘double dip.’ I can see the FM recruitment market being very buoyant in the coming year.

Ashleigh Brown, Dovetail FM Recruitment: FM recruitment was really tough in 2010, but I am definitely seeing a slight recovery and hope that

this continues through 2011 and gets stronger and stronger. It is tough for a lot of people at the moment with so many candidates looking for a new role and jobs are often attracting over 100 applicants. Many candidates are failing to impress with badly written CVs and a lack of attention to the role they are applying for. Companies are being more specific on the types of people

they want to employ and the selection process is favouring candidates with a positive and flexible attitude who are commercially aware as well as operationally strong.”

Simon Aspinall, Catch 22: It’s probably fair to say that the market is challenging at the moment.

The good news is that we are certainly noticing an increase in business levels on the permanent side v 09/10 - we anticipate

this marks the bottom of the cycle and the waves of activity we are experiencing will soon lead to more steady growth.

Nikki Dallas, Talent FM: We are definitely seeing very strong signs of recovery, there is a lot of confidence in the market at the moment .There is still some way to go before we can claim the recovery is complete, however we feel that the outlook for 2011 is very positive. www.fm-world.co.uk

3/3/11 16:49:32

You can follow us at twitter.com/FM_World and cathy_fm_world facebook/fmworldmagazine

BEST OF THE

FMWORLD BLOGS

FIVE MINUTES WITH

1⁄

NAME: Gary Watkins JOB TITLE: Director COMPANY: Service Works Group

The dying days of IT?

Anne Lennox-Martin/senior consultant This week I went to a breakfast event organised by RICS on Cloud Computing. Like many others I had heard the phrase but didn’t really understand precisely to what it referred. Andrew Waller from Remit Consulting and his colleague Bob Thompson presented their new paper on The Role of Cloud Computing in commercial property, published by RICS and available now to download from their website. As I listened to the exciting new developments in technology which will allow businesses to outsource all of their IT requirements to global providers such as Amazon, I was impressed by the scale of the potential benefits.

2⁄

Hard FM can be like running a zoo

David Arminas/news editor at FM World Sometimes only muscle will get a job done, and there is no shame in that. Remember the days when REAL FM was about wielding a spanner around a hot boiler in a dark and dank basement? You needed real animal strength at times: heavy objects needed shifting, or a large faucet needed turning, or – as in the recent case of a school in Cherry Hill, New Jersey – a lot of snow needed shovelling. Shovelling snow is hard work – we were all reminded of that this winter. It literally can be back breaking. It’s very important to call in the right people, as the school’s FM did.

3⁄

Service Works was born out of the last recession so we’re used to this sort of trading. Back then I didn’t know any different.

The business started with just me; and now there are 50 of us in London, Melbourne, Toronto and Kuwait.

We stumbled into PFIs 12 years ago and now have 140 across the globe. Some of the best are Canadian PFIs, which have avoided many of the UK and Australian pitfalls. They’re better financed and have strong electoral and government support.

FM stands for ‘facilitating’ management.

It’s about supporting the core business and managing major change in the building, processes and technology.

As more women are attracted to the FM sector, the management side of FM is brought to the fore. Women have greatly contributed to the professionalisation of FM. One of the biggest compliments you can say to an FM is “I haven’t see you around”. We need to get better at shouting about what we’re good at as a profession.

Is the tide changing?

Coleen Cloherty/regional director at Hays Facilities Management As we step further into the new year, many of the clients we deal with are starting to feel more positive and at least four out of the top five service providers are now hiring sales and bid professionals – a good sign for the sector as a whole. These large service providers are looking to be the first to benefit from an upturn, something which they now feel they need to prepare for – there was a time not so long ago when they thought that might not happen for a while. This reflects a change of attitude within the market as companies begin to start thinking about the future and how they can get their companies back on track towards growth.

www.fm-world.co.uk

12-13_Opinion.indd 15

Being good at what you do is not about luck, it’s about hard work. The golfer Gary Player was asked why he was so lucky and he said: “The harder I train, the luckier I get.”

I played football semi-professionally for Cobham and Woking. But I realise I wasn’t good enough to go professional and got into coaching. Now I scout and coach for Chelsea – the opportunity to help people improve and be the best they can be is brilliant, whether that’s on the football pitch or in facilities management.

FM WORLD | 10 MARCH 2011 | 13

3/3/11 16:50:11

FM FEATURE CASE STUDY CATHY HAYWARD

ARCHITECT (1911): AUBREY THOMAS PROPERTY CONSULTANT: ACIES INTERIOR DESIGN AND FIT-OUT: CLAREMONT GROUP SECURITY: MITIE BUILDING MAINTENANCE/ M&E: TBR CLEANING: QUALITY CLEANING SERVICES (A LOCAL COMPANY) AND MITIE SIZE OF BUILDING: 350,000 SQ FT TYPICAL FLOOR PLATE: 30,000 SQ FT FLOORS: 13 THE DIAMETER OF THE CLOCK FACES 25FT BUILDING HEIGHT: 90M FINISHED INTERNAL FLOOR-TO-CEILING HEIGHT: 2.9M (ON SOME FLOORS) OCCUPANCY: 2,500-3,000; 300 FOR ROYAL LIVER ASSURANCE

A recent renovation has kept the iconic Royal Liver Building among the most sought-after tenancies in Liverpool, finds Cathy Hayward

PRIDE OF

IMAGES: ROYAL LIVER BUILDING

LIVERPOOL

14 | 10 MARCH 2011 | FM WORLD

14-17_RoyalLiver.indd 14

www.fm-world.co.uk

3/3/11 13:00:30

ROYAL LIVER BUILDING

The old Shipping Hall (above) was a focal point of the £20m refurbishment

“WITH A CHALLENGING LEASE EXPIRY PROFILE IN THE NEXT FIVE YEARS IT MADE SENSE TO START REFURBISHMENT” egend has it that if the bronze birds from the top of Liverpool’s Royal Liver building fly away, the city will cease to exist. As a result, rumours abound that the liver birds are chained to the towers to protect the city’s future. However, these ‘chains’ are in fact guy ropes to keep the birds steady against the strong winds from the River Mersey, according to Royal Liver Assurance’s head of property Peter Fane. “Steel girders go through the bird’s legs to the towers, so I doubt they’ve moved,” he says.

The Grade 1 listed building, which celebrates its centenary this July, is located on the city’s Pier Head and, together with the neighbouring Cunard Building and Port of Liverpool building, forms the Three Graces lining Liverpool’s waterfront. It survived intact despite the city’s bombardment in the Second World War, largely because German bombers used it as a guide to target the docks.

The Liver Building and its birds (the male looking over the city to its pubs and the female to the docks and the arriving sailors) remains one of Liverpool’s most recognisable landmarks, although the nearby Museum of Liverpool development with its asymmetric angles which opens this summer will certainly compete for attention.

The 13-storey Gothic building is

L

www.fm-world.co.uk

14-17_RoyalLiver.indd 15

the purpose-built home of Royal Liver Assurance, which, by 1907, had outgrown its Prescot Street premises, and decided to construct a new head office. The Royal Liver, completed in 1911, was one of the first buildings in the world to be constructed using reinforced concrete and was considered to be Europe’s first skyscraper. Until the construction of St John’s Beacon in 1965, it was Liverpool’s tallest structure. It is also the organisation’s biggest single investment with more than 80 per cent of the facility let to tenants.

Royal Liver Assurance occupies just under 58,000 sq ft of the building’s 350,000 sq ft, most of floor eight and above.

The tenant line-up is the envy of the rest of the city, boasts Fane. Princes Food and Drink Group and the Universities Superannuation Service have their headquarters in the building; Grant Thornton, Buying Solutions, Mott MacDonald, the Crown Prosecution Service, ITV Granada News Service and Schindler all have space.

With a challenging lease expiry profile in the following five years, it made sense, almost three years ago, to start a refurbishment project for the building, explains Fane. “It’s been 30 years since the building was last refurbished and the plant and machinery were creaking at the seams. The volume of new

build property on the market in Liverpool was also an issue as it was a threat to our position.”

And the investment paid off. Rights and Humanity, and Amaze were the only new major organisations to come to Liverpool last year, from Ipswich and Runcorn respectively, and chose the Liver Building as their home.

Princes Foods and Grant Thornton signed 15-year leases from last year; Rights and Humanity 20 years, and Amaze ten years.

The £20m project included the refurbishment of the West Entrance which overlooks the Mersey.

Previously, an external stone portico (see left) led to a stainless steel revolving door with glass panel above. By the time visitors arrived in the building they were too close FM WORLD | 10 MARCH 2011 | 15

3/3/11 13:01:32

FM FEATURE CASE STUDY CATHY HAYWARD

Italian marble has been retained in the reception area (below)

to appreciate the stunning marble arches which frame each other. By glazing the portico and bringing the outside inside, the building now has an entrance befitting its grandeur and the visitor has a sense of arrival as they enter the building.

A disabled ramp has been designed and integrated cleverly into the portico steps and the car park was re-covered in Chinese granite. When FM World visited last month, the gates and railings were in the process of being restored and refurbished.

Inside, the 1980s marble floor was covered with ceramic tiles (in a manner which will allow the marble to be re-exposed should this be desired by future generations) but the original 1911 Italian marble on the wall conserved – English Heritage prevented the marble being pierced more than it had already, and so the glass sculpture, an internal manifestation of the River Mersey, behind the reception desk, which was specially commissioned for the building, has been hung from the plaster above, with counterweight behind, rather than from the marble.

The war memorials were relocated into the area behind the entrance and replaced with modern directory boards. But with a keen 16 | 10 MARCH 2011 | FM WORLD

14-17_RoyalLiver.indd 16

sense of tradition the names of the fallen have been inscribed into the stone at the top of the directory boards.

All ten passenger lifts were completely replaced together with the goods lift and a destination control system introduced from tenant Schindler. Translucent backlit glass in the lift doors give a modern feel and means that waiting passengers can see their lift arriving. At the same time the art-deco style lift indicators mirror the ceiling lights and reflect the building’s heritage. “We had to be responsive and regard tradition but give it a modern feel and a sense of grandeur it never had,” says Fane.

The West reception has been transformed – several partitions have been taken down creating a large, open and airy space which intuitively links to the large space behind – previously the shipping hall where people would pay to sleep on benches while waiting to board the ships on the Mersey.

It has now been transformed back into its original grandeur but with a modern feel – brightly coloured furniture is dotted around the space to make it into an informal meeting area. Again there are nods to the building’s heritage – an original stained glass window has

been kept and is back-lit with LED lighting.

In addition to the old shipping hall, tenants can also use the staff canteen in the basement (complete with pool table), the overspill room next door for client’s presentations or parties and also the conservatory on the roof – which is also on Fane’s to-refurb list.

But the biggest change is in the use of the West entrance. Until the refurbishment, the West entrance had been for the exclusive use of Royal Liver employees and visitors. Now that has changed and all tenants can use the new

facility and the lifts open up to all floors. There are four entrances to the building – the east entrance is for the exclusive use of tenant Deutsche Bank, while the north and south entrances, which are linked by an internal ‘street’ are accessed by swipe cards.

Much of the work has been about returning the building to its original state, to rectify some of the changes made in a 1980s refurb.

Many of the plaster moldings, for example, had been damaged by the hangers from suspended ceilings being attached to them. The shipping hall had been divided up www.fm-world.co.uk

3/3/11 13:02:18

ROYAL LIVER BUILDING

The internal street (left) and a room on the Rights and Humanity floor (below); a meeting space in the old shipping hall (right)

FM QUICK FACTS

£20m 30 years

cost of the refurbishment

since the building underwent refurbishment

1911

year the Royal Liver Building was originally completed

and the offices had black-framed glass which made everything appear heavy and dark. The ceilings in the north-south street were painted different shades of blue and the plaster picked out in gold.

Now frameless glass is ubiquitous and the ceilings have been returned to white which creates a wonderfully light, airy and modern space, with a real sense of tradition and legacy.

The original Georgian post box (which is still used) has pride of place in the street together with large shots of the Liver Building’s façade “just to remind people that they’re in the Liver Building”.

In reality it would be hard to forget – there are Liver Building manifestations throughout, from the lifts and glass doors, to the directory boards and on the kick plates of the doors.

The refurbishment also extended to all common areas and a full refurb of floors 1, 3, 4, 5 and 6.

The floors feel wide and open, helped no doubt by the expansive views over the Mersey but also because there are only four

columns per floorplate to divide up the space – allowing huge flexibility with fit-out.

As a multi-tenanted building, the difference between the tenant spaces on different floors is stark, and none more so than between the yet-to-be-refurbished floor 8 which houses part of Liver Assurance, including the call centre, and the refurbished floors, although Fane is quick to point out that the destination control lifts mean that the lifts will seldom open at other floors and so people tend not to see other parts of the building.

The ninth floor provides another surprise. A rosewood and mahogany-panelled boardroom is one of the original parts of the building, which have remained untouched by changes over the building’s history – although the stunning views over the Mersey to the wind farm in the distance has certainly been transformed.

But even in some of the more prestigious c-suite offices, Fane has made some changes. All the solid wood doors have been refurbed –

the plywood which had replaced the original glazing in the door was removed and again returned to a close replica of the original.

Elsewhere the age of the building and its iconic status do present challenges. The four 25ft clock faces, larger than Westminster’s Big Ben, never read the same time because the wind pushes the arms like sails. There were concerns over the previous clock maintenance provider, and so Fane has now hired the same maintenance specialist who looks after Big Ben. The refurbishment work has also improved the building’s disability credentials. In addition to the ramp up to the main West entrance, there are disabled toilets in the central core on every floor bar one, and a disabled wet room on the fourth floor. The same goes for the prayer room which boasts foot washing facilities – and this is regularly used.

Sustainability is also a key part of the building’s management, despite the building approaching its 100th birthday. All waste in the building is collected and sorted

“THE FOUR 25FT CLOCK FACES, LARGER THAN WESTMINSTER’S BIG BEN, RARELY READ THE SAME TIME” www.fm-world.co.uk

14-17_RoyalLiver.indd 17

by a specialist provider with the result that 95 per cent is recycled.

The building is located in the heart of the city and is easily accessible by public transport but there are also cycle racks, and showers, for cyclists.

The building is just one part of Royal Liver Assurance’s investment portfolio which is managed by Fane, who has been with the organisation for 37 years, starting out with a clerical role in the property team, two surveyors and four facilities managers.

The FM team is very long-serving, with some security guards having been with the organisation for more than 20 years.

Fane attributes the long service to working in one of the city’s iconic buildings and also the varied nature of the role which involves buying and selling property, project work and day-to-day management.

He identifies his competition as the new builds elsewhere in the city – for example, the Royal Liver is the only traditional building tenant Grant Thornton leases in the UK, all its other premises are new builds. “We set out to give tenants what they’d get in a new build, but within an iconic building.” FM FM WORLD | 10 MARCH 2011 | 17

3/3/11 16:19:17

FM FEATURE SECURITY STEFFAN GEORGE

onitoring the comings and goings in a busy building can be a challenging part of a facilities manager’s remit.

A manned reception with sign-in sheets can regulate the footfall of a building to some extent. In recent years, however, a great deal of time and money has been invested in researching access control technologies which can be a much more effective method of controlling personnel movement.

With a wide range of security options available it’s understandable that reviewing security can be seen as a daunting prospect for busy FMs. However, security not only protects assets and people but also goes a long way towards improving a working environment. Of course, nobody wants to work in an office which looks like Fort Knox but a balance can be achieved between a secure and comfortable workplace and a productive environment.

M

ISTOCK/DREAMSTIME

Access control The main security element of a busy building is knowing exactly who is on site at any given time and there are a number of products on the market that allow FMs to control access.

Whether in the form of keys, electronic fobs or swipe cards there is a solution that will work for every building.

When it comes to selecting a lock it is not advisable to simply choose an off-the-shelf solution, as without the correct application, standards and fitting, the effectiveness of a lock can be severely compromised.

Managers should be acutely aware of the potential danger of easily copied keys. This concern centres on the possibility that former employees, managers or even suppliers could have had the opportunity, while a key was

18 | 10 MARCH 2011 | FM WORLD

18-19_Access.indd 18

in their possession, to copy a key to use at a later date to enter the property.

Installing a locking system that makes it hard to copy keys can mitigate this security problem. Patented keys carry legal protection which prevents copies of the keys being made without proof of ownership, while restricted keys are unlikely to be copied due to their unusual design and unique mechanical features which only specialists can copy.

Ideally, a patented system would be used throughout a building, office or series of buildings. Some manufactures offer systems that record details of key codes which can only be accessed by an FM or other trusted employees to enable them to track key allocation.

Many manufacturers of patented or restricted systems also only lease cutting equipment to locksmiths under strict code of conduct guidelines ensuring only trustworthy and trained professionals will actually have the means to copy these keys.

Patented keys also prove useful for FMs on a long-term basis as locks can be re-configured at no great expense when keys are lost or retained by an employee.

These types of locks can be reworked numerous times and regular maintenance checks by a specialist are recommended to ensure longevity.

As long as original keys and any official copies are returned or accounted for, there is very little chance of additional sets entering circulation. This means locks do not need replacing where previously this was not a necessity, which also saves time and money.

Master system A master key system, where one key opens all locks in the system, while other keys open individual

Dr Steffan George of the Master Locksmiths Association explains why access control is critical to any security system

THE KEY ISSUE

www.fm-world.co.uk

3/3/11 12:39:28

SECURITY

or select locks can also work well in a large building with a lot of employees, or in one where a number of different businesses operate within one building.

The main benefits of a master system is that it allows those who need to access a number of rooms to only carry one key while it limits access to unauthorised personnel. FMs that no longer have to retain, store and differentiate between a number of keys save time while increasing security levels, and are not compromised through a difficult key-tracking system.

Master systems can be applied to a number of units, storage rooms or offices – ensuring only those with permission can gain access to certain areas or to personal details, valuable supplies or research. They can also be extended to include padlocks which may be useful for any storage areas or gated access for example.

Going electric Many commercial property buildings across the UK now use electronic access systems as a means of controlling entry.

Electronic systems can be very cost effective and ensure employees can gain access while also preventing unauthorised entry.

Electronic access systems come in many forms including: electromagnetic locks, keypad entry systems, digital locks, key fobs, swipe cards, audio and video entry systems or even fingerprint or biometric systems.

These systems are very flexible and allow users to be easily added or deleted as required.

A significant amount of time and money has been spent researching and developing this technology to make sure it not only provides adequate security but also ensures systems can work in conjunction with www.fm-world.co.uk

18-19_Access.indd 19

“ELECTRONIC SYSTEMS CAN BE COST EFFECTIVE AND ENSURE EMPLOYEES CAN GAIN ACCESS WHILE PREVENTING UNAUTHORISED ENTRY” ever-evolving health and safety regulations.

Although there will be an electronic system to suit every building’s size, use, footfall and required security level, due to the wide range available, most FMs will need advice on which system will suit their particular needs. Similarly, if an electronic access system is not installed correctly or is inappropriate for a building, its function can be severely compromised. Tying-in systems with health and safety regulations is also paramount, confirming the need to always seek advice on which electronic system to apply and how to manage it.

There are some other major benefits to electronic access systems – as well as granting entry, electronic access systems can double up as ID cards, again saving the time of manned security staff. Electronic systems can also be tied into human resource or building management systems to record when people arrive or leave the building.

Even facilities such as lighting can be programmed to come on in the car park in the evening when people swipe to leave the building.

Systems can track personnel, so in emergency situations such as fires, systems can be used to pinpoint where a missing person was last located.

While electronic systems can be practical and are effective at controlling access in busy buildings, it is important that high quality and correctly

specified mechanical locks are also fitted for when the building is unoccupied. Although key fobs and cards can be effective in highly populated buildings there are circumstances in which entry cards and fobs can be copied so it is important that secondary precautions are installed. In addition, as these systems rely on electricity to work, it is crucial to consider the security implications of power failure. If the electricity were to fail, would you want the security to ‘fail safe’ or ‘fail secure’? Again, a security expert will help develop a backup plan that is unique to each building and application.

Human error Although some comprehensive systems are on the market, it can also be argued that the biggest threat to maintaining security levels is human beings. Most people at some point will have given a key to someone or let someone into a building that they don’t fully know, meaning that no matter how much money is invested in high-tech security systems, they can be compromised. If employees do not use these measures out of a laissez-faire attitude or ignorance of the rules, mangers cannot exert control over building access.

Facilities managers need to communicate the issues involved in order to instigate behavioural change and engender an understanding of the benefits of a security system.

To ensure staff buy-in,

managers must work hand-inhand with the human resources team to make security review a central part of staff training and induction for all new members of the team.

Seek help With security stakes high, getting a second opinion is always advisable, and carrying out reviews with a trained security professional ensures any issues are spotted early.

By reviewing a building or series of buildings with both a facilities professional and a security expert, a thorough and appropriate security system can be put in place. Combining an insiders’ know-how with professional security advice will also guarantee that mangers get a tailored solution, within budget.

It is advisable to use a vetted, qualified locksmith who will be able to advise on both electronic access control and physical locks. A qualified professional will remain up to date with current regulations and the latest technology, and can offer the best solution to suit individual needs.

As with anything that is used on a daily basis, locks can become worn, so it is important to ensure regular review with an expert locksmith to ensure systems work to their full capacity; unskilled maintenance can compromise the longevity of a security system.

The key to security is in selecting the most appropriate bespoke solution, ensuring your building is protected either with firm-specific security or via shared neighbouring systems, which can be achieved by seeking advice from those who can provide accurate and cost effective solutions on where best to invest time and resource. FM Dr Steffan George is development director with the Master Locksmiths Association

FM WORLD | 10 MARCH 2011 | 19

3/3/11 12:39:41

FM WORLD INTERVIEW JOHN DE LUCY

REBECCA BRADLEY

ohn de Lucy joined the British Library in 2002 as head of estates and facilities.

During his career in FM, de Lucy has become well known for implementing innovative space solutions and speaking at international facilities and real estate conferences.

J

Rebecca Bradley: How did you first get into the FM sector?

John de Lucy: When I joined Chase Manhattan (now JP Morgan Chase) back in 1985, at the time, the term facilities management was an Americanism for something we called premises maintenance.

R: What were you first involved in when you joined premises management?

J: At Chase Manhattan, I was responsible for maintenance, security and installing maintenance and computerised systems within the UK and Europe. I first came across the idea of maintaining buildings at my previous job and it was called premises management.

I was in charge of maintenance of all the London buildings between 1980 until 1984, working for Midland Bank (now HSBC) in London. I had worked with Midland Bank before as a surveyor and a project manager.

R: So you hadn’t heard of facilities management at that point?

J: No, no, 1985 was the first time I came across it.

R: Was 1985 when you considered that you were working in FM? J: Yes, because I had a set of responsibilities. It wasn’t just the physical maintenance, it also covered some of the soft services and security.

R: What were you doing before you became involved in FM? 20 | 10 MARCH 2011 | FM WORLD

20-23 DeLucy.indd 20

A CHAPTER

OF HISTORY

In the third of a series of interviews, Rebecca Bradley, portfolio manager at Bank of America Merrill Lynch interviews head of FM at the British Library, John de Lucy, whose career in FM spans over 25 years

J: First of all I became a surveyor, did my RICS exam and didn’t get through and I then became a project manager. At Midland Bank, I was ripping out the old Victorian wooden bank counters, and installing what we called daleks, which were individual plastic units in a line to form a counter. It was a great shame to be ripping out those lovely old mahogany interiors.

R: How did you make the change from project management into FM? J: The job at Chase was a starting

point but the next job I went into at Canadian Imperial Bank of Commerce (CIBC) led me deeper into the industry. There, I had a complete range of posts – reception, car scheme, telephones, the whole works.

R: Has the range of services in FM changed over the years or stayed roughly the same?

J: I think it has stayed roughly the same. For instance, at Ernst & Young I looked after printworks, telephones and the car scheme which may no longer be normal FM responsibilities, but

most services in the hard and soft categories have stayed the same.

R: At what point did you realise project management is not for me, it’s facilities management?

J: I think at CIBC when I got working with Frank Duffy.

Duffy was working on a project looking at 12 new buildings in London and how they were being used differently and how the architecture was changing. The yellow Cottons building, where I was working in London Bridge, was one of the buildings we selected www.fm-world.co.uk

3/3/11 17:39:00

WATCH John de Lucy and Rebecca Bradley discuss the early days of facilities management at fm-world.co.uk

CV

John de Lucy career file NAME: John de Lucy BORN: 1948 in Kuala Lumpur, Malaysia LIVES: Kent EDUCATION: Oundle School, Peterborough, Birmingham and City University QUALIFICATIONS: BSc Engineering CAREER: 2002 – 2011: Head of estates and facilities, British Library 2001 – 2002: Facilities director, Pearson 1998 –2001: facilities and operations director, CB Richard Ellis (EMEA Corporate Facilities Management)

and I got to know Frank Duffy that way. The most exciting time of realising what FM could do was during my time at Ernst & Young where I started working with Frank Becker at Cornell University and I became part of the Cornell University research group. We had an international group from eight or nine different countries and we met all over Europe and went to Japan and the States to find out new ways of working. At Ernst & Young, at that time, we were looking at alternatives to everyone having their own desk and exploring ideas like home-working.

Becker persuaded me to take one of his students, Bethany Davis, who is now a workplace manager at Nokia to get involved in the Ernst & Young change process and that’s where I met John Crawshaw who was director of administration for the consultancy practice of Ernst & Young. That is how we started getting involved in the Association of Facilities Managers and the early days of the BIFM. www.fm-world.co.uk

20-23 DeLucy.indd 21

R: How many years ago did you find new ways of working?

J: It was in 1988 and in those days it was very innovative and exciting, there were one or two companies doing it and nowadays it’s much more likely to find large bits of companies doing this kind of work.

But if you look at the public sector they are still excited about having changed to open plan as opposed to singular offices.

R: What would you say have been the highlights of your career?

J: I think promoting new ways of working has been something that I’ve focused on in every organisation I’ve worked in so I enjoyed that. The most fun I’ve had is at the British Library where I’ve been involved in the change process of the way the public uses the space. Learning about the conservation of materials and quite complex property issues has proved to be a great challenge.

R: On the flipside, what would you do differently?

J: I think the move from Ernst & Young to Canary Wharf – there was this idea that things are greener

1992-1998: group property manager, AXA (PPP healthcare group) Looked after property strategy and direction of all estate and project management, facilities management and support services with all staff outsourced.

1991-1992: deputy estates manager, Canary Wharf Management Oversaw 100 Infrastructure staff and growing the service support to tenants as they took possession of their space.

John de Lucy talks to Rebecca Bradley (top left)

1988 – 1991: Director of administration, Ernst &Young Responsible to the managing partner in London for strategy and direction of all real estate, facilities and central support services including telecommunications, travel and car scheme with a staff of 170 and 300 support service staff. The role required a proactive focus on the needs of the business, developing service solutions which were timely and cost effective.

1987 – 1988: Manager, management services, Canadian Imperial Bank of Commerce New building taken over from the fit-out contractors and installed full maintenance and operations procedures and systems to cover all central support functions, (real estate, project and space management, security, catering and all office services, occupancy charges and insurance).

1985-1987: Facilities manager, JP Morgan Chase Bank Responsible for all real estate, security and operations of UK buildings. Set up the computerised maintenance and operation services for the new Bournemouth building and many in Europe.

1974-1985: Buildings project leader and maintenance manager, HSBC (Midland Bank plc) Premises Department 1968-69: Architect with the Ministry of Public Buildings and Works 1964-66: Architectural assistant with Llewelyn-Davies Weeks and Partners FM WORLD | 10 MARCH 2011 | 21

3/3/11 17:39:29

FM WORLD INTERVIEW JOHN DE LUCY

somewhere else and the thought of working in this fantastic new city being built was a great attraction.

But that was my first redundancy and it was a really tough time getting back into the mainstream.

R: In terms of paid and voluntary work what do you consider your contribution has been to the development of our industry?

J: Hopefully, through belonging to the FM associations and British Council of Offices I have brought innovation and new ways of working to people’s attention. It’s been a matter of publicising the need to try things differently over the last 15 years and experiments in showing ways of changing the workplace.

R: What do you currently enjoy about FM that keeps you in the industry?

J: Being involved in the strategy of an organisation and selling to the organisation the idea that property is a major cost centre. By using property better and differently you can actually contribute to the organisation and the strategy.

The other thing is how people use property and how they work in property – I’ve enjoyed experimenting with different ways of working using new technologies and helping people understand the benefits.

R: On the other side, what is it about the industry that frustrates you?

J: Resistance to change in both the public and private sector. People are not always open to try out 22 | 10 MARCH 2011 | FM WORLD

20-23 DeLucy.indd 22

REBECCA BRADLEY

new things or think about their workplace differently.

R: Have you been involved in any education in FM? J: Mostly speaking at conferences, I got involved in trying to explain to people what works and what doesn’t work. I am president of an association called IAMFA (International Association of Museum Facility Administrators) which is for FMs in cultural organisations and we did a lot of work at our conferences putting on events focusing on specific subject matter which FMs can discuss further.

R: Do you think the challenges FMs face now are the same as those you faced when you started out?

J: They’re the same topics but they’ve moved on. Selling the benefits of facilities in organisations is now much easier. Going back 15 or 20 years ago many companies did not appreciate the role property can play within an organisation so I think it is easier. The great thing about now is that as long as you’re innovative and up to date with new technologies you can actually see the changes – such as in energy management. Energy and sustainability are both much higher up on the radar than it ever was 20 years ago.

“BY USING PROPERTY DIFFERENTLY YOU CAN ACTUALLY CONTRIBUTE TO THE ORGANISATION’S STRATEGY”

R: What do you see as being the challenge of the next generation?

J: Making sure property and facilities remains relevant within their organisation and within their organisation’s strategy. www.fm-world.co.uk

3/3/11 17:42:45

PROJECT

History lesson: the FM journey he BIFM has launched a project to create a comprehensive archive of the history of facilities management in Britain, including the institute’s own development. The BIFM wants to hear from people who were around in those pioneering days. Of particular interest are those FMs with insight and knowledge of the two organisations that came together in 1993 to form the BIFM – the Institute of Facilities Management and the Association of Facilities Management. If you have any hard copy material about the early days of what we now know as FM, please get in touch with the BIFM. Information is needed on the development of the BIFM, or its predecessors, for the period prior to 2000, such as minutes of the association’s councils, specialist groups, regional groups, members’ newsletters, conference programmes and papers. Many of these documents may be tucked away in people’s personal archive boxes in their store-rooms or roof space. Please contact Graham Briscoe at graham.briscoe@bifm.org.uk. All material donated will safely deposited and catalogued for retention in the BIFM archives.

T

I think it is constantly being at the forefront of innovation and I think good communication is a very important issue. Make sure you don’t hide – instead go into the organisation and tell them what you are doing and how you can contribute.

bringing buildings back to life.

R: How would you sum up facilities management in three words?

J: Strategy – you have to be part of the organisation’s strategy.

Innovation – FMs should always be innovative and looking at change. Efficiency – making buildings work.

R: What advice would you give to FMs? J: Network. If you have issues, networking is a great way to solve problems you are experiencing within your building. FMs are always willing and happy to advise.

Keep your eyes and ears open for new solutions to help you deliver a better service. FM is a great career and critical to most organisations. As most organisations change, so do the buildings. I encourage anyone to go into FM.

R: If you hadn’t become a facilities manager, what would you have become?

J: I always hoped to become a property developer restoring old buildings. I like the idea of

R: Have you seen the relationship between contractors and clients change over the years?

J: Definitely as a judge of the PFM Partner of the Year Awards

www.fm-world.co.uk

20-23 DeLucy.indd 23

for the last 15 years, I’ve found the contracting world much more focused on partnering.

A lot of clients now clearly understand partnering. The shortlisted partners that we judge for the award have such a good understanding, and it becomes very difficult to decide the winner. People are now focused on what good partnering means.

R: Where do you see FM in 20 years time?

J: It’s very difficult to predict the future. My hope is that FM will be much more ingrained in organisations. I don’t necessarily mean on the board, which is where FMs have been trying to get to. I think reporting into a board member is fine but to become a really important part of the business is where I’d like FM to be.

FM WORLD | 10 MARCH 2011 | 23

3/3/11 17:43:34

FM FEATURE ALAN WILLIAMS HOSPITALITY

ffice managers could learn a lot from the world of hospitality. Consider the following scenario, where you arrive at a building for a business meeting: As you walk up to the front entrance, a doorman approaches. He welcomes you by name, ushers you inside, and offers you a copy of the Independent and an espresso with one sugar – your usual newspaper and your usual drink.

While you’re wondering how the doorman knew your name and remembered what you like to read and drink, your appointment arrives. En route to your meeting room, she greets many of the people you pass including a chef and a housekeeper. She allows a group of four to take the first lift that arrives so they can stay together, and on arrival at the meeting floor, she picks up a stray piece of thread on the lobby carpet, explaining that she “just cannot walk past.”

Taking a detour to the men’s toilets, you meet another member of the service team emerging with a half-full packet of hand towels. Maria, as indicated by her name badge, greets you pleasantly, holds the door for you and sets off down the corridor with a spring in her step.

Later, a knock on the door interrupts the meeting and the receptionist steps into the room to politely deliver a message from one of your colleagues, on which is written the instruction “to be delivered by 10am”, which is in fifteen minutes’ time.

After the presentation, you are walked back to reception, and wished a pleasant ‘good day’ by the receptionist who also remembers your name. You are about to pull away in your car when the doorman approaches the car window, and cordially hands over your umbrella, which you left in the meeting room.

Were you in an office or a hotel? Most people answer that they were probably in a hotel. When asked to explain why they came to this conclusion, the majority say that this is the environment where such high standards of service may be expected.

When pressed further on what particular aspect of service, most cite the employee behaviour, focused on customer care.

It is interesting to consider the implications of the above for the corporate workplace. Reception, catering, parking, meeting rooms, housekeeping, and engineering are all services provided in a hotel and also in the corporate workplace.

In both situations, these services are provided to customers: guests in the case of a hotel, and employees and visitors in the corporate workplace. The obvious difference would be that a guest usually pays for a hotel and is staying there for pleasure.

However, upon closer examination this argument has some flaws: what about a corporate meeting in a hotel, or an overnight stay, when the guests are paid to

ILLUSTRATION:PATRICK GEORGE

O

24 | 10 MARCH 2011 | FM WORLD

24-26_Hospitality.indd 24

SILVER SERVICE Alan Williams suggests that managers could learn much from the hospitality industry, reflecting a sector-wide progression

be there by the company? Perhaps the two scenarios are not so dissimilar.

In the workplace, the choice for an employee is ultimately the same, based on value, satisfaction and loyalty, albeit this may be a more complex decision to make.

Therefore, the hotel analogy is not about a mindset of giving everything for nothing, and it is good to remind oneself that hotels are commercial businesses.

It is about a mindset of service delivery and recognition of the impact (positive and negative) that front line service people can have. If a hotel company was running a corporate workplace environment, what would the organisation structure look like?

More than a building Approaches to workplace management have traditionally been drawn from property management with a focus on ensuring the building functionality, led by people with the appropriate skill set. With the advent of outsourcing, contract management became an important consideration and people with this expertise joined the sector. An emphasis on finance should be no surprise when property is often an organisation’s second largest expense after payroll, but perhaps this has been a distraction from understanding the true potential of FM to perform a more central role in an organisation’s business strategy.

There is a case to be made that good workplace strategy can optimise an organisation’s investment in people. A well-referenced study by Gensler estimates www.fm-world.co.uk

3/3/11 12:41:50

HOSPITALITY XXXXXX

www.fm-world.co.uk

24-26_Hospitality.indd 25

FM FM WORLD | 10 WORLD | 10 FEBRUARY MARCH 2011 | 25

3/3/11 12:42:00

FM FEATURE ALAN WILLIAMS HOSPITALITY

“FM CAN PROVIDE AN IMPORTANT COMPETITIVE ADVANTAGE IN THE WAR FOR TALENT AND SAVE COSTS IN RECRUITMENT AND TRAINING BY HELPING TO RETAIN EMPLOYEES” that poorly designed offices cost UK businesses £135bn a year. The Commission for Architecture and the Built Environment and the British Council for Offices found that 24 per cent of staff satisfaction is influenced by comfort, air quality, temperature, noise, lighting and office layout. A Sheffield Hallam University study found that about 60 per cent of HR managers feel that the office environment has an impact on the effectiveness of staff. They believed that collaboration, knowledge sharing and the development of ideas was affected by workplace design.

So FM can provide an important competitive advantage in the war for talent and save costs in recruitment and training by helping to retain employees for longer and improve employee productivity in the workplace.

Another lens through which to view FM is the brand perspective. The workplace is a highly visible, symbolic representation of an organisation’s brand and culture (visible to all stakeholders). This is increasingly relevant in our age of social media where organisations are no longer what they say they are, but rather what others

26 | 10 MARCH 2011 | FM WORLD

24-26_Hospitality.indd 26

(including employees) say they are. Because of the customer-facing nature of the services provided, FM therefore plays a central role in creating a strong ‘service brand’ by alignment of strategy in the areas of customer experience, employee engagement and brand DNA. When this is done well, key stakeholders will receive a transparent, consistent experience, which is aligned to the culture, values and personality of the organisation.

This approach is based on the well-respected serviceprofit chain model.

Additionally, the heavily outsourced nature of facilities management means that services are often provided by a range of different companies with little focus on seamless delivery or behavioural representation of the client organisation brand values.

‘Outside-in’ service delivery Perhaps the next step for FM is to place the customer experience rather than buildings and contracts at the centre of the approach. Insight from all stakeholders (employee, customer, community and supplier) is needed and a measurement framework would

www.fm-world.co.uk

3/3/11 14:21:38

HOSPITALITY

assist comparative efforts. This could include specific workplace-related questions as part of the business’ employee engagement/satisfaction process. It should also involve consolidation of valuable information from a range of sources such as help desk calls, focused surveys and feedback forums to create a rich picture of feedback from all stakeholders.

Critically, consideration also needs to be given to the emotional perception as this is a major contributor to the overall perception of a service transaction.

However, culture needs constant nourishing and attention to flourish and be strong. Choosing to include emotional factors makes accurate measurement more of a challenge, however, leaving them out can mar any assessment, even rendering it meaningless.

It is possible, therefore, to develop an understanding of how a customer’s experience measures up to their expectation, linking everything back to resource, in order to assist in prioritisation and resource allocation of workplace services.

Analytics (rather than pure opinion) could then drive business strategy and the business planning process.

www.fm-world.co.uk

24-26_Hospitality.indd 27

A more transparent, scientific approach would also aid the transition to a ‘customer journey’ approach, which could make savings and reduce silo structures.

However, caution will be needed when communicating this approach, because a little knowledge is a dangerous thing, and individuals’ reactions could be counterproductive if not carefully managed.

From a property and cost management perspective, FM has made big improvements. However, the potential to continue this trend is limited, and may even be detrimental to the core business. What is now required is a focus on value and to regard buildings as a means to an end rather than an end in their own right – buildings are only there to enable people to do something. Placing the customer experience at the centre of the way we design and deliver workplace services, gaining scientific insight and understanding emotional considerations can elevate the role of FM to a more strategic, valuable and valued position in an organisation. i Alan Williams is director of Service Brand Global a consultant operator and change agent focusing on the FM and general service sector

FM WORLD | 10 MARCH 2011 | 27

3/3/11 12:42:26

FM MONITOR CATHY HAYWARD

LEGAL UPDATE

Cathy Hayward is editor of FM World magazine

BU ILDIN G SCHO O L S FO R T H E FUT UR E

he legal challenge by six local T authorities over the decision to stop funding for the £55bn Building Schools for the Future programme has succeeded The High Court decided last month that the Secretary of State, Michael Gove, reached his decision unlawfully and will have to think again. Although there is no guarantee that the building projects will now continue, the judge said that Gove must now look at the position of particular projects with an open mind.

Building Schools for the Future was set up in 2004 by then Prime Minister Tony Blair to rebuild or refurbish every secondary school in England over a 15-20 year period.

Calling a halt Gove’s decision taken last July effectively stopped the building of around hundreds of millions of pounds worth of new schools around the country. By that stage, 185 schools had received their investment. Luton Borough Council, Nottingham City Council, London Borough of Waltham Forest, London Borough of Newham, Kent County Council and Sandwell Metropolitan Borough Council started legal action against the education secretary, arguing that he had not properly consulted the councils on the decision to stop the school building programme and had not taken into account the effect of the decision on equal opportunities.

The court decided that the original decision to stop funding for the six authorities which went to court was unlawful because “the way in which the Secretary of State abruptly stopped the projects ...without any prior consultation ...

28 | 10 MARCH 2011 | FM WORLD

28-29_FM Legal.indd 32

[was] so unfair as to amount to an abuse of power”.

Mr Justice Holman ordered Gove to reconsider the decision after properly consulting the councils: The Secretary of State “must now, after giving each of them a reasonable opportunity to make representations, reconsider his decision insofar as it affects the claimants and each of the projects in relation to which they have claimed, with an open mind, paying due regard to any representations they may make.”

The court also found that Mr Gove had failed to have any regard at all to his statutory duties to consider the equal opportunities implications of his decision, and criticised the government’s evidence about this issue as “highly unconvincing”.

Robert Glassford, partner in the commercial litigation team at

Ward Hadaway, which represented Nottingham City Council, said the case was one of national interest and one of the most significant judicial reviews in recent times, as it was a test of the government’s decision-making process in regard to its Spending Review and cost cuts to the public sector.

“It has always been the position of Nottingham City Council that the way in which this decision was reached without any consultation with the council and with no regard to the decision’s impact on equality issues was entirely wrong and this has been borne out in this judgment.”

Glassford acknowledged that the ruling does not guarantee that the school building plan will go ahead as originally planned, but said that it does mean that the councils will have the chance to be heard and to put their case for continuing the Building Schools for the Future programme directly to the education secretary.

Waltham Forest Council Leader, Chris Robbins, said the borough stood to lose £275m of investment as a result of the

“The court decided that the decision to stop funding for the six authorities which went to court was unlawful and amounted to ‘an abuse of power’” BUILDING SCHOOLS FOR THE FUTURE 2004 – Building Schools for the Future launched by Prime Minister Tony Blair September 2007 – The £24m Bristol Brunel Academy, the first BSF school, opens July 2010 – Education secretary Michael Gove cancels the project October 2010 – Six councils seek judicial review of the decision by the government to axe BSF funding for schools in their areas January 2011 – Judicial review starts at Royal Courts of Justice February 2011 – Judicial review concludes

scheme scrappage. “We have significant levels of deprivation in our borough and Building Schools for the Future was a once in a lifetime opportunity to raise the aspirations of our entire population,” he said. “That chance has been snatched away from future generations and will have a devastating impact for years to come.

“We know that the economic situation means tough decisions are required, but we need to come to a better arrangement than a total withdrawal. We have a growing student population and will need 500 extra places in the next few years. Our schools simply won’t be able to cope without major investment,” he concluded.

“This case sends a signal to all public bodies making difficult decisions about cuts,” added Emily Heard, partner at Bevan Brittan, acting for Sandwell Metropolitan Borough Council. “They must actively consider the impact of those cuts on the people affected by them, and consult with those people where necessary.”

Legal experts have said the ruling in the case means that other groups affected by spending cuts could now be encouraged to apply for a judicial review if they believe they have not been adequately consulted.

A Department for Education spokesperson added: “We are delighted that the judge did not call into question the decision to end the wasteful and bureaucratic Building Schools for the Future programme. On the substantive points he concluded that it was a rational decision and that the authorities involved had no expectation of being allowed to proceed with their projects.” FM www.fm-world.co.uk

3/3/11 17:15:56

LEGAL NEWS

Court report CAMPBELL & ANOTHER V BANKS & ANOTHER [2011] EWCA CIV 61

The High Court Judgment did not mention Section 62, but the Court of Appeal considered that Section 62 was an argument that should be considered.

At the Court of Appeal the Applicants were legally represented. Unfortunately the representation at this stage can only be on points of law rather than on new facts.

There was not ultimately too much dispute as to the law, only the facts. The Banks’ submitted that in light of the Judge’s findings, Section 62 could not succeed as

there was no evidence of relevant actual use, or any evidence from which such use could be inferred, of the lanes leading up to the 1953 conveyance.

The Court agreed and because of this lack of evidence the appeal was dismissed.

We simply can not know whether, had the Campbell’s had access to legal representation earlier, their lawyers would have been able to find evidence to help them. However it is a good illustration of how important preparation for a trial is. The case is also a useful reminder of how Section 62 can operate to upgrade use of property to an actual easement over land. It is possible to exclude Section 62 in a conveyance and it is very important when selling or buying part of a legal title to consider carefully what easements the seller wishes to part with when selling the land. FM Beverley Vara is a partner and head of real estate litigation at Allen & Overy LLP

DREAMSTIME

This Court of Appeal Decision arose out of a dispute between two neighbours over a bridal way. The appeal was limited in scope to the operation of Section 62 of the Law of Property Act 1925.

Section 62 is a very useful way in which a party who buys land from a vendor who is only selling part of his land may acquire rights over the retained part. In short if a facility, such as a right of way, was previously enjoyed over part of the vendor’s land for the benefit of another part of his land that right may be transformed into a legal easement for the benefit of the part sold.

On the facts of this case both Mr and Mrs Campbell’s property and Mr and Mrs Banks’ property had once been vested in the Trustees of a large estate. The properties were sold, by the trustees, in an auction in 1953.

The Campbell’s ran a business known as a Alamo Stables from their home and the Banks’ owned two neighbouring farms lying either side of the stables. The Campbell’s claimed a right of way for horses with riders over lanes on the Banks’ land to and from the Alamo Stables.

The Campbell’s chose to fight the trial before the High Court themselves and, although they lodged a lot of evidence, the Judge found it did not establish the existence of a right of way over the lanes.

Nottingham Council fined Nottingham City Council has been fined £30,000 for failing to manage the risk of asbestos after around 150 people were exposed to the potentially lethal material at one of its depots. The Health and Safety Executive (HSE) prosecuted the council after a visiting contractor spotted debris on the floor of a building at the Woolsthorpe depot in Bilborough and suspected it may be asbestos-containing material.

Fifth of sites fail in safety Nearly one in five of the construction sites visited in East Lancashire have failed safety inspections.Inspectors from the Health and Safety Executive (HSE) carried out checks at 38 sites in Blackburn, Rossendale and Hyndburn on 21 and 22 February, as part of a month-long initiative.

The inspections are taking place across the North West after eight construction workers lost their lives and more than 1,000 were injured in the region between April 2009 and March 2010.

H&S failure at haulage firm A haulage partnership has been fined £8,000 for health and safety failures at its site in Stirling.

Harpers Transport, which specialises in timber haulage and wood recycling, was prosecuted after inspectors from the Health and Safety Executive (HSE) attended at the firm’s site at Cowie, near Stirling.

Harpers Transport, North Road Industrial Estate, Insch, Aberdeenshire, pleaded guilty to a breach of Section 2 of the Health and Safety at Work etc Act 1974.

NEED SOME GOOD ADVICE? The Good Practice Guide to SELECTING FM SOFTWARE The BIFM publishes a series of good practice guides which are free of charge to all members. For a full list of titles or to download the guides visit www.bifm.org.uk Non-members: call 020 7880 8543 to order your copy

www.fm-world.co.uk

28-29_FM Legal.indd 33

FM WORLD | 10 MARCH 2011 | 29

3/3/11 16:53:44

Members of the BPA’s Approved Operator Scheme adhere to a Code of Practice ensuring that they: UÊ UÊ UÊ

Act rationally and professionally Behave responsibly Comply with the law

For more information about the scheme and its Code of Practice, visit www.britishparking.co.uk or email aos@britishparking.co.uk

DON’T LET THE COWBOYS RIDE OFF INTO THE SUNSET WITH YOUR CAR PARKS BPA.HPH.indd 1

Visit the Parking Zone at the Facilities Show 2011 Hall 1 Birmingham NEC 17th – 19th May, Stand H42

15/2/11 14:51:01

AWARDS2011

This year’s BIFM Awards are now open for entries The search is on for the award winning FM teams and individuals of 2011. You and your team could be picking up a prestigious industry award at the most influential FM event in the UK. Entries close Friday 29th April 2011 (with the exception of Facilities Manager of the Year, Friday 15th July 2011) Contact us: 0141 639 6192 or Email: sandra@fmevents.biz

www.bifm.org.uk/awards2011 Awards ceremony: 10th October 2011 at Grosvenor House Hotel, London.

30 | 10 MARCH 2011 | FM WORLD

FMW.10.03.11.030.indd 30

1/3/11 09:09:29

FM MONITOR BRADLEY REAMES

HOW TO…

Bradley Reames is managing director of Peartree Cleaning Services

GR AF F ITI R EM OVA L

hether graffiti is on a small or large scale, using the correct products and techniques in its removal and prevention is vital. Barry Reames outlines the techniques and products that can be used for solutions to indoor and outdoor graffiti problems

W

graffiti. The scraping method can be effective on nail varnish and corrective fluid but spray paint and permanent markers will require a chemical-based remover. Scraping may also cause damage to surfaces, especially if toilet cubicles are factory painted, as the paint is more likely to come off.

4⁄

Disinfectants

Ordinary disinfectants and citrus-based cleaners can be used for situations where pencil, nonpermanent pen markers and ink have been used. It is important not to rub (ink especially) as this can spread and make the affected area worse. It is recommended that you neutralise with water and dab at the graffiti to remove.

The main objective with removal is to preserve the condition of the area as much as possible and to prevent future vandalism. To ascertain the appropriate removal technique you need to identify, if possible, the type of product or instrument that was used to do the graffiti. You will also need to consider the actual structure of the area affected and the material of the surface. Some of the most common techniques for graffiti removal are listed below:

1⁄ ISTOCK

Painting

Painting over graffiti is often considered to be the easiest solution for removal, however there are some factors that you need to consider.

It is recommended that you use a primer first as in many cases the graffiti will show through. One of the main obstacles when painting over graffiti is correctly matching the original paint colour. In surface areas where the colour can’t be matched, it may be better for the whole area to be repainted. This www.fm-world.co.uk

31_How to.indd 31

may be convenient for spot fixing in the event of a recurrence but may end up being costly depending on the size of the area affected.

Once the affected surface has been repainted it is advisable to also cover the area with anti-graffiti coating.

2⁄

Sanding

Sanding can be used to remove graffiti but it is not appropriate for many surfaces as this form of abrasive treatment can cause the material to wear down and damage the surface if the pressure is too hard.

This method works best on outdoor fencing, although it may leave the area vulnerable should the vandalism happen again.

3⁄

Scraping

Scraping is a method mostly used for internal areas on indoor surfaces such as tables, desks and toilet cubicles. This technique however is dependent on the materials that have been used to cause the

5⁄

Chemicals

These are used for harder-to-remove materials such as spray paint and marker pens. It is vital for environmental and personal warnings to be displayed and ventilation to be considered when using chemical-based products.

The chemicals can be harmful and the safety data sheet must always be referred to. The safety data sheet highlights the hazards that the chemical presents as well as emergency measures in case of accidents. It will also include instructions on how to correctly handle and store the product in a safe manner.

6⁄

Power wash

Power washing and abrasive blasting is one of the most effective techniques and is generally used for outdoor surfaces such as brick walls, fences, and concrete. It is highly recommended, however, that this method is only used by

trained professionals, and not with DIY home kits, as too much pressure can wear down the surface. In many cases, the runoff from the graffiti is considered an environmental hazard as it can flow into water streams and drains.

7⁄

Removal gel

This is recommended for more fragile areas such as glass, however, depending on the instrument or material used to cause the vandalism, other forms of removal may be required such as gentle scraping. The chemicals can be harmful and the safety data sheet must always be referred to.

The safety data sheet highlights the hazards that the chemical presents as well as emergency measures in case of accidents. It will also include instructions on how to correctly handle and store the product in a safe manner.

8⁄

Prevention

Prevention is often the best cure.

The most common method for prevention is by using specially designed anti-graffiti paint and products on surfaces. These protect and minimise the damage caused and can be used on most surfaces, however it is always important to check the guidelines as some surfaces are not recommended.

Anti-graffiti coatings will allow for an easier removal of graffiti and in most cases it can be washed away with warm water and mild detergents.

If graffiti is a recurring problem at your premises you should consider installing security lighting and CCTV cameras. You should also report the problem to the local community police as this identifies areas that are graffiti hot spots and will make them aware of the situation. FM FM WORLD | 10 MARCH 2011 | 31

3/3/11 12:42:51

FM MONITOR CHRIS ROBSON

CAREERS ADVICE

Chris Robson CEO of You Wish digital services

HOW TO B E AN EN T R EP R EN EUR

ith the advent of TV programmes such as The Apprentice, everyone has an opinion on what makes an entrepreneur.

Chris Robson give a view from the inside

W

Successful entrepreneurs share some key characteristics, while the most successful ones have a few extra skills that set them apart.

These rare additional skills are many times more valuable. Would-be entrepreneurs must consider which ones they have at the outset, and which they don’t. Some can be learnt and some are just innate but as with everything, practice makes perfect.

1⁄

A flexible mindset

Good entrepreneurs love uncertainty, freedom and flexibility. They are not afraid of not having all the answers. They see the opportunities created from an open mind and fluid approach.

They like to challenge industry assumptions and create new value by overturning as many as possible.

2⁄

A life in Beta

Entrepreneurs are passionate about doing something better. They are relentless in their quest for constant improvement and are never satisfied with what they are delivering. This means that they are always pushing their product and service to deliver better. This could be a better fresher sandwich, a simpler buying experience or a more valuable service.

3⁄

An instinctive

understanding of their customers, what they want and need and how they feel. If you don’t know your customers better than other competitors, don’t expect to out-sell them. Successful entrepreneurs will always get closer to their customers than competitors. They never end up in

32 | 10 MARCH 2011 | FM WORLD

32_Careers.indd 032

an ivory tower of speculation. They want to hear it for themselves.

pain with and bounce ideas off.

Good entrepreneurs don’t go into business with friends and family.

They find a brilliant crew to share the glory with.

7⁄

Great storytelling

Most successful entrepreneurs can tell a great story and get people excited about their business. They always find an opportunity to communicate what they are great at and even better they know how to get others to publicise their business for them.

4⁄

8⁄

5⁄

9⁄

A shameless focus on sales, income,

revenues, commissions, making money, cash. If you don’t like closing a deal or a sale then stick to PAYE. Entrepreneurs care passionately about sales. Money does matter. When entrepreneurs forget this then their companies suffer. It is a constant pursuit.

Everyone is a potential customer.

Awareness of expertise and failings

Entrepreneurs are persistent, energetic people, but they also see where their strengths and weaknesses lie and focus on areas where they can excel. They leverage assets and minimise risks.

They don’t like failure but they accept that it comes with the territory and try very hard never to make the same mistake twice.

6⁄

Ability to build brilliant teams Great

entrepreneurs rarely do it on their own – they leverage the power of others. They find a business partner to share the

Great execution

Successful entrepreneurs execute and operate their business brilliantly. Ultimately the entrepreneur has to deliver well to make money. If you fail then no-one pays you. They perfect their business. They make a habit of good practice which in turn satisfies their customers. They constantly refine their operational model.

A natural empathy with others

Successful entrepreneurs display a real curiosity and interest in other people and attract support and help from a surprisingly wide group of friends and acquaintances. They are colourful stars and butterflies that shine their light on others.

10⁄

A drive

to do better and to build a real entity. Entrepreneurs want to create a thing of value and instinctively know how to push themselves to the next level. They don’t stand still. They push to take on bigger and better challenges.

They’re never finished. FM

THE RIGHT STUFF The Megalodon or ‘super entrepreneur’ has three other priceless gifts that most business people don’t have: ● They instinctively and rapidly see what are the one or two key metrics for their business or industry. They have the conceptual capabilities to summarise the dynamics of their business in numbers as opposed to more qualitative language.

These people can get to the nub of an issue very quickly. They see competitive strategy in numbers.

Now you may not be the most numerate entrepreneur, and I am not, but you can train yourself to look for the driver metrics in other industries and so get better at identifying what makes the difference in your own. ● Have and be able to articulate a vision for your business that excites other people and gets them to join you. Very few people can do both of these things at the same time. It’s a real art to be able to have a vision of a business that is genuinely different and yet viable. It’s even rarer to be able to express that powerfully and compellingly ● Finally, the great entrepreneur like a brilliant general, knows how to focus or marshal their strengths to achieve something great. They can isolate out the everyday distractions that every business faces and concentrate on the critical issue of the day.

They can identify the game changing deal and then harness all their strengths to deliver it. You know when they focus on a deal, then it will get done. i Chris Robson, CEO, You Wish, digital services provider and author of Confessions of an Entrepreneur

www.fm-world.co.uk

3/3/11 12:59:54

Total

All waste steams collected by one contractor All major container types provided Legislation advice and guidance Mixed recyclables collections Energy from Waste - diversion from landfill Depots throughout the south of England Confidential waste Hazardous waste Clinical waste

GRUNDON w w w. g r u n d o n . c o m

Grundon Waste Management Limited, Tel: 01753 764959 Email: info@grundon.com

FMW.10.03.11.027.indd 1

1/3/11 09:03:27

HOT DATES dates for a brighter future

Fast Keys QP 100211.indd 1

“

26/1/11 11:40:43

12 12 12-14

13 13-14

An extremely worthwhile course, there is more to the subject than meets the eye Facilities Manager, Intellectual Property Office (Ref. Inclusive FM & The Equality Act)

APRIL COURSES

”

Introduction to Catering Contracts Inclusive FM & The Equality Act Understanding FM Foundation - (optional) ILM Level 3 Award/Certificate in FM Personal Effectiveness Skills Making Catering Contracts Work

MAY COURSES 10-12 10 11 11 12 17

The Professional FM 1 [Intermediate] FULL The Tender Process Cutting Costs but Maintaining Services Contract Management Negotiating to Win IOSH Safety for Senior Executives

+44 (0)20 7404 4440

Telephone info@bifm-training.co.uk | www.bifm-training.com

34 | 10 MARCH 2011 | FM WORLD

FMW.10.03.11.034.indd 34

3/3/11 12:59:09

FM MONITOR MARKET INTELLIGENCE

CATERING

INSIGHT

The figures on this page have been compiled from several sources and are intended as a guide to trends. FM World declines any responsibility for the use of this information.

ECONOMY

GDP GROWTH

VAT rates: Standard rate – 20% (from 4 January 2011) Reduced rate – 5% Zero rate – this is not the same as exempt or outside the scope of VAT

4

Source: HM Treasury (hmrc.gov.uk)

-6

Bank of England base rate: 0.5% as at 10 February 2011.

The previous change in bank rate was a reduction of 0.5 percentage points to 0.5% on 5 March 2009.

-8

Source: Bank of England (bankofengland.co.uk)

Consumer Price Index (CPI) Annual inflation was 4.0% in January, up from 3.7% in December. The target is 2%.

In the year to January, RPI annual inflation was 5.1% up from 4.8 per cent in December.

Source: Office of National Statistics

EMPLOYMENT

National Minimum Wage Category of worker

Hourly rate from 1 Oct 2010

Aged 22 and above

£5.93

Aged 18 to 21 inclusive

£4.92

Aged under 18 (but above compulsory school age)

£3.64

Apprentice rate, for apprentices under 19 or 19 or over and in the first year of their apprenticeship

£2.50

LANDFILL TAX

From 1 April 2011

2

Standard rate 0 -2

Lower rate

-4

2006 2007 Q4 Q2

2007 2008 2008 2009 2009 Q4 Q2 Q4 Q2 Q4

Gross domestic product contracted by 0.6 per cent in the fourth quarter of 2010, revised down from the previously estimated fall of 0.5 per cent. GDP in the fourth quarter of 2010 is now 1.5 per cent higher than the fourth quarter of 2009 according to the latest figures from the Office for National Statistics. Construction output fell by 2.5 per cent, revised up from a fall of 3.3 per cent in the previous estimate. Manufacturing output rose by 1.1 per cent in 2010 Q4, compared with a rise of 0.9 per cent in the previous quarter.

Output in the service industries was revised down to a fall of 0.7 per cent in the latest quarter from a fall of 0.5 per cent reported in the preliminary estimate.

The decline this quarter was driven by a fall in business services of 1.1 per cent, together with a fall of 1.4 per cent in transport, storage and communications services.

Gas Indicative prices for November 2010 contracts (based on fixed price single-site contracts)

Firm 25,000-

035_FMW_Insight.indd 52

% change 1 mth

3 mths

1 yr

76.92

12.4

22.9

29.6

73.92

13.0

24.0

31.1

68.92

14.0

26.3

34.2

67.92

14.3

26.7

34.9

100,000 therms Firm 100,000-1m

www.fm-world.co.uk

2010 2010 Q2 Q4

ENERGY PRICES

London Living Wage: £7.85 per hour (from 9 June 2010) ● Glasgow Living Wage £7 ph ● Oxford Living Wage £7 (or £7.10 for council employees) ● Manchester £6.74 for directly employed council staff ● The Welsh Assembly £6.70 for its employees

per tonne per tonne

Note: Budget 2010 announced that the standard rate will continue to increase by £8 per tonne on 1 April each year from 2011 to 2014 inclusive, and that the lower rate will be frozen at £2.50 per tonne until 31 March 2012.

p/therm

●

» £56 » £2.50

therms Interruptible <1m therms Interruptible >1m therms Electricity Invoice-based all-inclusive prices, Nov 2010 p/kWh

% change

100 kW-plus sites

7.58

1.5

8.1

-7.9

1 MW-plus sites

6.89

1.0

9.2

-13.6

CLIMATE LEVY CHARGE Taxable commodity supplied

Rate at which payable if supply is not a reduced-rate supply from 1 April 2009

Electricity

£0.00485 per kilowatt hour

Gas supplied by a gas utility or any gas supplied in a gaseous state that is of a kind supplied by a gas utility

£0.00169 per kilowatt hour

Any petroleum gas, or other gaseous hydrocarbon supplied in a liquid state*

£0.01083 per kilogram

Any other taxable commodity

£0.01321 per kilogram

These rates will take effect on 1 April 2011. See Notice CCL1/3 Reliefs and special treatments for taxable supplies at hmrc.gov.uk for a list of supplies exempt from the CCL and Notice CCL1/2 Combined heat and power schemes.

Source: HM Revenue and Customs (hmrc.gov.uk)

LATE PAYMENTS

A significant decline in payment performance occurred among UK businesses of all sizes towards the end of 2010 as the bad weather took its toll.

While the average payment performance for 2010 as a whole saw a small improvement from 22.81 days in 2009 to 22.58 days, payment performance deteriorated during the final quarter of 2010, with firms paying their bills 25.70 days late – the highest recorded average since Q3 2007 according to the Late Payment Index from Experian. Businesses with 500+ employees remain the ones taking the longest to pay their bills, but the biggest decline in performance during Q4 2010 occurred within the small to medium enterprise (SME) sector. In particular, firms with 100 employees or less paid their bills an average of 22.24 days late in Q4 2010, three and a half days slower than during the equivalent period in 2009.

FM WORLD | 10 MARCH 2011 | 35

3/3/11 16:54:50

BIFM NEWS BIFM.ORG.UK

Development: Support your staff with the BIFM CPD framework

MEMBERSHIP

DREAMSTIME

Costeffective membership Support your organisation’s learning and development objectives by enrolling your staff as associate members of the institute.

This is a cost effective way to meet your development goals while supporting your team’s individual professional development needs.

“Through the BIFM’s Continuing Professional Development (CPD) framework, and our online CPD record system, members can keep track of learning and training carried out by individuals throughout the year. This can prove a cost effective training tool for organisations and a useful way of identifying areas of development, as well as monitoring on-going staff performance,” said Sarah Hunnable, head of membership services at the BIFM. “As well as the CPD framework and record system, membership of BIFM offers staff the opportunity to participate and use some of the other benefits that we offer such as our Good Practice Guides, CPD networking events alongside our range of e-newsletters to keep them up to date. The information and knowledge that the BIFM makes available through these benefits ensures that people have the support they need to carry out their role. The cost of Associate Membership is just £126 per year.

If used in the right way we believe that membership of the BIFM can be a very efficient and effective way of developing staff.”

BIFM has launched a new monthly CPD Update e-newsletter which makes it much easier for members to identify areas of CPD across the institute. This newsletter highlights the activities which are taking place around the

36 | 10 MARCH 2011 | FM WORLD

BIFM news.indd 36

KEEP IN TOUCH » Network with BIFM @ www.networkwithbifm.org.uk » Twitter @BIFM_UK » LinkedIn » facebook

institute that contribute towards professional development, and informs members how they can use the information and knowledge benefits that come with membership of BIFM to support their own professional development. i Find out more about associate membership at www.bifm.org.uk/ staffassociate

CHARITY

Chairman challenge to awards BIFM chairman Ian Broadbent has decided to shun usual modes of transport as he makes his way from Yorkshire to London for the the BIFM Awards on 10 October.

Instead he will run, cycle and kayak the 210 mile route.

All this will be in aid of Macmillan Cancer Support, the charity Broadbent has chosen as his BIFM “Chair’s Charity”.

Since becoming chairman in June 2010 he has raised over £10,000

for Macmillan through various challenges including the Great North Run, Yorkshire Three Peaks and National Three Peaks in 24 hours.

Broadbent said: “I really want to do something different to support Macmillan, the work they do is close to the hearts of many members and they really can make a huge difference to so many people during difficult times.

I also invite any members to join me – either for the full 210 mile adventure, just for a day or even an hour. I will keep you all up-todate with my training through my

regular blogs and Twitter. More importantly, I will ensure I have a train booked for the 210 mile journey home!”

To support this challenge, donations can be made at www. justgiving.com/thebifm or by sending a cheque to the BIFM head office, payable to Macmillan Cancer Support. i There is also the option for corporate sponsorship of the 210 mile challenge, which will include tickets to the BIFM Awards; those interested should contact Karen Weeks (0845 058 1356, karen.weeks@bifm.org.uk) or Ian Broadbent (01274 784308, ian. broadbent@bifm.org.uk).

LONDON REGION PROFILE Chair: Bernard Crouch, Gunnersbury Consult Number of members: 3,500 Year established: 2007 Key dates and events for 2011: Annual river boat trip (June), Golf Day, June 21 Aims of the group: To inform, educate and entertain members.

Why should members join your group? The region has a

strong networking tradition, hosting friendly events – which are often oversubscribed. After the events the socialising often continues. Events are spread across London.

Contact details: Bernard Crouch, email bernardcrouch@btinternet. com. There are various options available, including opportunities to sponsor the annual boat trip in June. i To join this group go to bifm.org. uk/bifm/groups

www.fm-world.co.uk

3/3/11 16:55:22

Please send your news items to communications@bifm.org.uk or call 0845 058 1356

SPONSORSHIP

BIFM Awards sponsorship In today’s business climate, organisations are actively looking to secure business success.

The BIFM Awards event is the undisputed premier corporate showcase within the FM industry and gives your organisation an excellent platform to showcase your business, raise your brand’s awareness and access a powerful, targeted audience.

October 10 2011 will see 1,200 senior FM figures attend London’s Grosvenor House Hotel, 80 per cent of whom will be director– level and senior management.

Sponsoring the awards highlights your organisation’s support of excellence and gives your company and employees access to the most powerful FM audience in one evening. Packages include a “prime position” table for 10, great for impressing clients and rewarding staff. Your company brand will receive strong presence on stage, on perimeter screens and in event collateral. In addition, your company will have unrivalled coverage and exposure in the months leading up to the event, as well as a post-event trade press.

The following award categories are currently available for sponsorship: ● Innovation in Technology & Systems ● Impact on Organisation & Workplace ● Communications & Marketing FM Excellence in a Major Project

Gareth Tancred is the chief operating officer of the BIFM

BIFM COMMENT A T I M E F O R G ROW T H

inally, the global economy seems to have emerged from the worst recession in decades. The banking system has been bailed-out and the risk of a double-dip recession seems to have diminished. Consequently, the financial crisis has been put on hold for now. However, with domestic growth forecasts set at a modest 2+ per cent, it’s hardly business as usual. Combine this with swingeing government cuts, frozen corporate budgets, inflation and taxation increases, banks scared of bad debt to the extent they’re scared to overcommit – no-one likes to admit it, but the credit crunch (remember that phrase!) is still continuing.

Raising fortunes will ultimately depend on whether sufficient business confidence can be maintained to encourage companies to exploit investment and employment opportunities.

Ernst & Young’s latest Quarterly Economic Outlook For Business report said: “It is vital that they (businesses) use their cashflows to expand the labour force and invest.” The BIFM identified this during 2010 and built its Medium Term Strategy around these principles. Ian Broadbent, BIFM chairman, commented last month that our major focus for 2011 will be growth. Much greater focus is being given to corporates, and our individual membership proposition is already paying dividends as we focus on new membership campaigns that will drive growth.

Interestingly, most economists are predicting that the majority of growth will come from overseas markets. It is against this backdrop that our awarding organisation recently signed up our first international training provider in Dublin. Increasingly, our enterprise team report that the institute is being approached with a view to building relationships and to facilitate learning with our international colleagues. Among others, a recent delegation from China’s leading business entrepreneurs specifically targeted the BIFM in order to learn about best practice in the industry.

Developing in a competitive economic environment is challenging, but it is reassuring to note that we are seeing a rapid increase in enquiries from organisations. Many are seeking to improve brand awareness and recognition. Most are seeking improved networking and to build relationships with the FM profession.

Growth involves being ready to capitalise on improved conditions going forward. The institute is also gearing up for growth by ensuring it has the right processes and systems in place to make it more attractive to members.

Early spring beckons and the first shoots begin to pierce through the hard winter soil. You can be assured that we are in a position to demonstrate the ‘green shoots of recovery’ as we all begin to emerge from the toughest recession most of us can remember.

F

“BE ASSURED THAT WE ARE IN A POSITION TO DEMONSTRATE THE ‘GREEN SHOOTS OF RECOVERY’ AS WE ALL BEGIN TO EMERGE FROM THE TOUGHEST RECESSION MOST OF US CAN REMEMBER”

gareth.tancred@bifm.org.uk

Contact Sandra Light at FMevents, on 0141 639 6192 or email sandra@ fmevents.biz for further information i

www.fm-world.co.uk

BIFM news.indd 37

FM WORLD | 10 MARCH 2011 | 37

3/3/11 16:55:57

BIFM NEWS BIFM.ORG.UK

BIFM TRAINING

Exploring innovation at the Facilities Show: Ian Broadbent

E Q UA L I T Y AC T A N D F M – WHAT ’S NE W?

NORTH REGION GOLF

North region golf

legislation and personal selfdevelopment can help you to deliver FM which offers value to employers/clients.

Wednesday May 18, 11.30-12 Green ambitions in the workplace This panel discussion, led by Ian Fielder, CEO of the BIFM will examine the scale and scope of organisations’ current environmental objectives for the workplace, questioning whether they are achievable – and ambitious enough. Confirmed panel participants include Francesca Jordan, facilities manager at Thames Valley Housing and Katharine Deas, managing director at Low Carbon Workplace, who will share their first-hand experiences.

The panel will review the results of the Green Ambitions for the Workplace survey.

●

This year’s annual North region golf day will be at Keighley Golf Club, West Yorkshire on 18 May. The format will be lunch, 18 holes (both singles and doubles competition) followed by an evening meal. The best placed singles players will represent the north at the BIFM National Golf Day at Forest Pines (North Lincolnshire) in September.

The event will be hosted by BIFM member John Brownless from Compass Group, and sponsored by Cofely. This will be the last North Golf Day organised by Dave Whiteley from Northumbrian Water, who was the first person to organise a BIFM golf day back in the 1990s. In future it will be run by Ian Burgin of Norland Management Services. i For an application form contact dave.whiteley@nwl.co.uk or call 07860 834 042

FACILITIES SHOW

Facilities Show: BIFM sessions The Facilities Show takes place from May 17-19 at the Birmingham NEC. The BIFM are hosting four sessions at the event: ● Wednesday May 18, 10.30-11 Delivering value in FM: innovation and adapting to today’s economics Ian Broadbent, joined by deputy chairs Ismena Clout and Stuart Harris, will explore how innovation, evolving technology, changing 38 | 10 MARCH 2011 | FM WORLD

BIFM news.indd 38

Wednesday May 18, 1-1.30pm The benefits of sustainability in FM Hosted by Simon Grinter – head of facilities and squares management, Greater London Authority.

In this session you will hear organisations sharing their reallife experiences of how they have managed their sustainability programmes.

●

Thursday May 19, 10.30-11 Advancing your career with the BIFM; A guide to BIFM qualifications and how they fit into the national framework Valerie Everitt, professional standards and education director at the BIFM, explores how FMs and their employers can now access practical, work-based qualifications from introductory through to operational and strategic level.

●

he Equality Act 2010 was introduced to replace all previous anti discrimination laws and aims to simplify and harmonize inconsistencies between the different strands.

Consequently it is a very large and far reaching piece of legislation and introduces a number of changes.

The act covers nine “protected characteristics”: disability; age; gender reassignment; pregnancy and maternity (including breastfeeding); marriage and civil partnership; race, religion or belief and sex and sexual orientation.

The duty for service providers to make reasonable adjustments to help disabled people access goods and services via the building is continued but strengthened, and there are changes in how discrimination occurs, eg introduction of the principle of indirect disability discrimination, new provisions on direct discrimination, harassment and also a new form of discrimination, “discrimination arising from disability”. This occurs when a disabled person is treated unfavourably because of something connected to their disability.

FMs really need to understand how all types of discrimination can occur and then review their services to see if any adjustments in the buildings, services or information are needed. It is very important not to make assumptions about people, for example whether they have a protected characteristic and, if so, what their specific needs may be.

There have also been several key changes in design guidance over the last 18 months. BS8300:2009 (with the 2010 addendum) remains the established accessibility standard but there are supplementary sources of guidance for specific building or environment types.

Whatever type of building you are running, an anticipatory approach is essential; it should always be assumed that people with a range of disabilities and/or different cultural needs will wish to enter, use and exit your buildings in an independent, safe and dignified manner. To achieve this, regular reviews of the functionality, accessibility and fire egress arrangements in buildings are strongly recommended.

T

i

Want to know more?

This article was written by Jean Hewitt (www.jean-hewitt. co.uk), presenter of BIFM Training’s Inclusive FM and The Equality Act course. To find out more about the Equality Act, fire safety and changes in design guidance, book yourself into the next session which runs from 12 April 2011 in central London. Delegates are invited to bring their own access and egress issues for discussion.

i The BIFM will be on stand F40, register for the show at www. thefacilitiesshow.com

www.fm-world.co.uk

3/3/11 17:16:40

FM DIARY

Send details of your event to editorial@fm-world.co.uk or call 020 7880 6229

NATIONAL BIFM EVENTS

10 October BIFM Awards Venue: Grosvenor House Hotel Contact: Sandra Light on 0141 639 6192 or email Sandra@fmevents.biz

24 March WiFM Forum What a Load of Rubbish A practical workshop on how to save money and go green with truly sustainable waste management.

Includes a visit to Agrivert AD facility, Oxford Venue: Barceló Oxford Hotel, Oxford Contact: Lucy Frankel on 0845 643 0406 or email lucy@vegware.co.uk

LONDON REGION 29 March Joint with business continuity Sig Venue: tbc Contact: Bernard Crouch at bernardcrouch@btinternet.com

5-6 April Th!nkFM conference: Delivering value in FM Venue: The East Midlands Conference Centre in Nottingham Contact: conference@thinkfm.com or visit www.thinkfm.com 26 May WiFM Forum - Networking Skills Venue: TBC Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077 30 June BIFM AGM and Members’ Day Venue: TBC Contact: Karen Weeks on 0845 058 1356 or email communications@ bifm.org.uk 24 August WiFM Social Event Venue: London Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077 21 September WiFM Forum - FM and Organisational Change Venue: TBC Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077

21 June London region Golf day Venue: Highgate Golf club.

Contact: Don Searle on Don@c22. co.uk or call 020 7821 1134

6 April BIFM East Region presentation: Secure Data and Storage of Critical Information Venue: RECALL Secure Data and Storage Centre, Hoddesdon, Hertfordshire Contact: Graham Price at g.price@ forumevents.co.uk 28 April East Region networking golf day Venue: To be confirmed Contact: tim.jonck@60tns.com or call 02072601821 23 June East Region Golf day Qualification” Venue: To be confirmed Contact: Graham Price at g.price@ forumevents.co.uk

Contact: Gareth Andrews on gmahome@tinyworld.co.uk or call 07540 079978 9 September SW Region September Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@telereal trillium.com or call 07808 908052 25 November SW Region November Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@telereal trillium.com or call 07808 908052

SCOTTISH REGION 26 May Scottish Region golf event Venue: Renfrew Golf Club Contact: bill.anderson@ telerealtrillium.com or call 01977 598914

3 July East Region Cricket Challenge Venue: Great Hyde Hall, Hertfordshire Contact: Graham Price at g.price@ forumevents.co.uk

MIDLANDS REGION

SOUTH WEST REGION

30 March Tour of the new home of the Royal Shakespeare Company Venue: Stratford-upon-Avon Contact: Ann Inman, ann@echomarketing.co.uk or call 07970 255240

11 March SW Region March Quarterly Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@ telerealtrillium.com or call 07808 908052

21 June De-mystifying the different models of FM provision Venue: Whittlebury Hall Hotel, Spa and Management Training Centre, Northamptonshire Contact: Ann Inman, ann@echomarketing.co.uk or call 07970 255240

10 June SW Region June Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@telereal trillium.com or call 07808 908052

EAST REGION

15 July South-west region 2011 Golf Day Venue: Orchardleigh Golf Club Frome

INDUSTRY EVENTS 23 March Redesigning Local Services: Change for the Better Venue: The Barbican, London Contact: jleach@publicservice.co.uk or call 0161 832 7387 25 March Bsria Best Practice for Facilities Managers Venue: Institute of Physics, 76 Portland Place, London, Contact: www.bsria.co.uk 6-7 April The National FM & Property Event Venue: The Celtic Manor, Wales Contact: leighhussain@ globalbusinessevents.co.uk or call 01633 290 951 5-6 April Workplace Law Annual Conference and Dinner Venue: The Radisson SAS Hotel, Stansted Contact: 0871 777 8881 or book online at www.workplacelaw.net

Workspace management defined Condeco is the booking system to manage not just your meeting rooms and desks – but all available resources.

Our intelligent solutions allow you to operate more efficiently and make maximum use of your workspace. The interactive signage and advanced reporting provide real time utilisation data on which to base future business decisions.

Room booking Desk booking Visitor management Interactive room and desk signage

Intelligent management reports Hospitality management Event management

Outlook and Lotus Notes integration Car park booking Resource scheduling

Find out more: call +44 (0)20 7001 2055 or go to www.condecosoftware.com 00 | 30 www.fm-world.co.uk SEPTEMBER 2010 | FM WORLD

39_Diary.indd 37

FM WORLD | 10 MARCH 2011 | 39

3/3/11 12:45:10

Call Adam Potter on 020 7880 8543 or email adam.potter@fm-world.co.uk For full media information take a look at www.fm-world.co.uk/mediapack

FM NEWS

FM innovations ▼Hoval’s new CHP engines enhance District Heating package

▲Radio-Tech’s ecosense wins best product innovation award Radio-Tech has won the award for best product innovation at the Innovation & Sustainability Awards, held at the Energy Solutions Expo 2010 in London. The company’s ecosense, which monitors temperature, humidity, carbon dioxide levels and energy usage, was victorious in a category for products that noticeably improve the workplace.

Explaining the reasons for their decision, the judges described themselves as “particularly impressed by Radio-Tech as it seemed such a simple idea, very useful and easy to use. Those three factors were crucial; energy measurement is the starting point for carbon reduction and making the workplace more efficient – Radio-Tech does exactly that and allows FMs to make the decisions based on the measurements.”

Tel: +44 (0)1279 636324 Email: sales@radio-tech.co.uk Website: www.radio-tech.co.uk

With a new range of Combined Heat & Power (CHP) engines joining its established biomass, gas and oil boilers - and its wide selection of storage vessels - Hoval now offers a complete District Heating package from a single source.

Hoval CHP KWK-EG gas-fired engines are available in 11 sizes offering outputs of 65-530kW thermal and 43-404kW electrical, with total combined efficiencies of between 84% and 90%, depending on configuration. Thanks to their high efficiency heat exchangers, hot water temperatures of up to 90°C can be generated, with a heat to power ratio of no less than 1.3:1.

Visit www.hoval.co.uk for further information Tel: 01636 672711 Fax: 01636 673532 E-mail: hoval@hoval.co.uk

▲Cheers for Charlton House Charlton House has won a staff catering contract with Fuller, Smith & Turner P.L.C, London’s traditional family brewer and makers of leading premium ale, London Pride.

The contract is worth £200,000 in annual turnover and opened on 15th January 2011 when a team of five Charlton House staff began catering for 337 people on site, providing a breakfast, lunch and hospitality services.

Fuller’s has occupied the site at Griffin Brewery in Chiswick since 1845. Charlton House provided a design for a refurbishment of the staff restaurant, The Stables, housed in the brewery’s original stables blocks.

Charlton House specialises in staff catering within B&I environments. The company currently holds 80 high profile contracts nationwide.

▼Sovereign power rules When all products failed to deliver, floor and carpet cleaning company owner Phil Welham turned to the Jangro Sovereign range to keep his demanding customers satisfied.

Phil of Supreme Carpet Care said, “I had almost given up trying to achieve top quality hard floor cleaning when a friend told me he had used Sovereign Floor Seal Remover to strip and Sovereign Total Floor Treatment, a water based product, to seal a combination of flagstone, ceramic and vinyl floors.”

Once applied, Sovereign Total Floor Treatment should never need stripping. It is suitable for all hard floors including wood and porous substrates and will last for up to two years.

▲Major group retention for Charlton House Charlton House has retained a group contract with Steria Limited across six sites, and gained an additional Steria site in Hemel Hempstead, which was previously managed by Baxter Storey.

Charlton House officially took over the new site on 14th February 2011, when a team of twelve started to manage on-site breakfast, lunch and hospitality services for 450 Steria employees.

Caroline Fry, managing director of Charlton House, said:”We gained our first Steria contract in July 2000. From then on, the business has gradually been extended to include other sites in Wakefield, Birmingham, Edinburgh, Manchester, London and Reading.

The additional site in Hemel is the icing on the cake and is a true reflection of our relationship with our client and our commitment to delivering our promises.”

▲ Victaulic showcases its total piping system solutions at the ISH-Frankfurt, Germany, 15-19 March 2011, Hall 5.1, stand F61 Victaulic, the world’s leading manufacturer of mechanical pipe joining systems, will showcase its patented Installation-Ready technology, Advanced Groove System (AGS) product lines as well as mechanical room solutions at Germany’s premier HVAC exhibition, the ISH in Frankfurt. All of these product lines give contractors, engineers and owners an unmatched competitive edge, cutting piping system installation time and making installations safer.

Installation-ready technology is designed to address the industry’s need to compress project schedules and remain competitive. It is the fastest and safest pipejoining method currently available.

For more information about Victaulic products or distributors, visit www.victaulic.com

40 | 10 MARCH 2011 | FM WORLD

FM Tech Spec 100311.indd 36

2/3/11 12:33:07

FM PEOPLE MOVERS & SHAKERS

BEHIND

THE JOB How did you get into facilities management and what attracted you to the industry?

Well, coming from a hard service maintenance background facilities seemed a natural progression to move into. It was on the recommendation of a work colleague who was a client at the time, that inspired me to take up the challenge and go to university. I still thank him for that.

NAME: Andy Grant JOB TITLE: Head of facilities ORGANISATION: Thanet College JOB DESCRIPTION: To manage a four-storey government building in Reading, providing both soft and hard FM.

ON THE

MOVE Changing jobs?

Tell us about your new role and responsibilities.

Contact Natalie Li Natalie.Li.@fm-world.co.uk

My top perk at work is…

Being in a position where the decisions that you take can have an instant positive impact to the campus, and the results can be easily realised. Furthermore working in an environment which is very much alive and has a lot of energy makes every day interesting and different.

If you could give away one of your responsibilities to an unsuspecting colleague, what would it be?

Health and safety would be the one as I feel it is a job in itself to be carried out effectively, and sometimes it can create a conflict of interest which can be a challenge and has to be managed.

What single piece of advice would you give to a young facilities manager starting out?

Try to get as much understanding of the technical side of FM as possible, as this will prove invaluable when things do go wrong and costly decisions need to be made quickly. If you can demonstrate some knowledge it will help you and the experts to get things into perspective.

How do you think facilities management has changed in the last five years?

I think in the last five years the discipline has evolved into many different strands of FM, and with the current climate as it is, organisations are looking at FM with raised eyebrows and shortened budget sheets.

During the recession some of the larger companies have made moves and are now dominating the market

If you could change one thing about the industry, what would it be?

It would be to have an industry standard for facilities management allowing organisations to get the best results from the service and the discipline to grow. I feel with such a wide spectrum of representation within the industry, confusion can be a problem which can lead to the misrepresentation of FM.

Revive-Group has appointed Neil Anderson (pictured) as managing director of Revive/NRG, the new energy division.

Kier has announced executive director Dick Simkin will retire at the end of the financial year. Ian Lawson, executive director for support services and partnership homes will take over the role.

SGP Property & Facilities Management has appointed Tom Dewar as energy and utilities manager.

41_People and jobs.indd 61

And how will it change in the next five years?

I think in the next five years FM and the green revolution will become entwined. Environmental issues are beginning to play a big part in all of our lives.

If I wasn’t in facilities management, I’d probably be…

Well coming from a maintenance background I would have probably soldered on in the discipline, but as a small lad I always wanted to be an architect and still appreciate the design of buildings therefore maybe the latter.

Shepherd FM has recruited Simon Hardisty as director of operations.

www.fm-world.co.uk

which may help with the standardisation of the discipline across the board.

Matthew Wherry (pictured) has been appointed director of property and workplace development for Everything Everywhere following the merger of T-Mobile UK and Orange UK. Promotions also include Mike Maguire to head of FM operations and Vikki Wootton to head of performance.

Former head of facilities management at Highlands and Islands Enterprise Stewart Lackie has set up as an independent facilities and estates management consultant. His first commission is advising Scottish Natural

Heritage on the strategic fit of their properties on the Isle of Rum National Nature Reserve. The properties include Kinloch Castle, made famous on BBC TV’s Restoration.

Derrick Tate (pictured) has moved from being a management consultant for IBM’s global business services to Real Estate Advisory at Pricewaterhouse Coopers.

Andy Harris has joined Compass Group UK & Ireland as managing director of Restaurant Associates.

FM WORLD | 10 MARCH 2011 | 41

3/3/11 16:19:54

Thinkers required

Join the evolution

Excellent career opportunities for leaders in Business Development and Business Operations with the entrepreneurial Àair and vision to add signi¿cant stakeholder value.

Contact: Nick Shepherd, HR Director. | rfmhr@reliancefm.com | 0208 894 6900 42 | 10 MARCH 2011 | FM WORLD

FM New appoints 42 Reliance FP.indd 100311.indd 1

3/3/11 14:49:46 11:51:53 1/3/11

14:49:46

Call Stephen Fontana on 020 7324 2787 or email jobs@fm-world.co.uk For full media information take a look at www.fm-world.co.uk/mediapack

Appointments

TACKLE A NEW OPPORTUNITY SENIOR BID MANAGER 7R Â&#x2026; %HQH¿WV %RQXV /RQGRQ 6HQLRU %LG 0DQDJHU UHTXLUHG E\ OHDGLQJ 7RWDO )0 VHUYLFH SURYLGHU WR MRLQ WKHLU WHDP LQ D SLYRWDO UROH KHDGLQJ XS ODUJH VFDOH IXOO\ LQWHJUDWHG RXWVRXUFLQJ VROXWLRQV LQ WKH /RFDO $XWKRULW\ VHFWRU &DQGLGDWHV ZLWK D SURYHQ WUDFN UHFRUG LQ )0 DQG 3URSHUW\ EDVHG RXWVRXUFLQJ VROXWLRQV FRPELQHG ZLWK RXWVRXUFLQJ RI +LJKZD\V DQG 6WUHHW /LJKWLQJ PDLQWHQDQFH DQG DOVR EDFN RI¿FH VROXWLRQV ZLOO EH RI FRQVLGHUDEOH LQWHUHVW Claire Marchant cmarchant@macdonaldandcompany.com Ref: 80484

SENIOR HEALTHCARE OPPORTUNITIES ([FHOOHQW VL[ ¿JXUH SDFNDJH SOXV UHORFDWLRQ DVVLVWDQFH $XVWUDOLD 2XU FOLHQW LV D JOREDO 7RWDO )0 VHUYLFH SURYLGHU 7KH\ KDYH D QXPEHU RI VHQLRU RSSRUWXQLWLHV ZLWKLQ D UHFHQWO\ ZRQ SURMHFW LQ WKH KHDOWKFDUH VHFWRU ,I \RX KDYH HLWKHU D SURYHQ WUDFN UHFRUG LQ SURJUDPPH PDQDJHPHQW LGHDOO\ ZLWK UHOHYDQW VRIWZDUH TXDOL¿FDWLRQV RU DQ H[FHSWLRQDO KHDOWKFDUH KDUG VHUYLFHV EDFNJURXQG \RX FRXOG EH RI JUHDW LQWHUHVW WR WKHP <RX ZLOO KDYH VWURQJ OHDGHUVKLS TXDOLWLHV DQG SUHIHUDEO\ EH GHJUHH TXDOL¿HG Alison Sharples, asharples@macdonaldandcompany.com Ref: 80410

FACILITIES MANAGER

CLEANING SUBJECT MATTER EXPERT

7R Â&#x2026; %HQH¿WV 6FRWODQG 2XU FOLHQW D OHDGLQJ )0 VHUYLFH SURYLGHU LV ORRNLQJ IRU DQ H[FHSWLRQDO RSHUDWLRQV SURIHVVLRQDO WR PDQDJH D Ã&#x20AC;DJVKLS FOLHQW VLWH LQ 6FRWODQG <RX ZLOO EH UHVSRQVLEOH IRU DOO DVSHFWV RI LQWHJUDWHG )0 VHUYLFH GHOLYHU\ VR H[SHULHQFH LQ GHOLYHULQJ KDUG DQG VRIW )0 VHUYLFHV LV D PXVW <RX ZLOO KDYH VXSHUE FOLHQW UHODWLRQVKLS PDQDJHPHQW VNLOOV DQG EH DQ LQVSLUDWLRQDO OHDGHU RI SHRSOH Alison Sharples, asharples@macdonaldandcompany.com Ref: 79381

7R Â&#x2026; %HQH¿WV %RQXV )OH[LEOH 3LYRWDO UROH IRU D &OHDQLQJ LQGXVWU\ SURIHVVLRQDO ZLWK D VLJQL¿FDQW WUDFN UHFRUG LQ DQ LQWHJUDWHG )0 HQYLURQPHQW SURYLGLQJ DOO NH\ EXVLQHVV DUHDV ± ELGGLQJ EXVLQHVV GHYHORSPHQW PRELOLVDWLRQ RSHUDWLRQV VXSSO\ FKDLQ WUDLQLQJ DQG SURGXFW GHYHORSPHQW ZLWK FOHDQLQJ H[SHUWLVH $ FOHDQLQJ VSHFL¿F WUDFN UHFRUG LV D SUH UHTXLVLWH DV LV WKH DELOLW\ WR LQÃ&#x20AC;XHQFH DQG GHYHORS FRUSRUDWH VWUDWHJ\ Claire Marchant, cmarchant@macdonald andcompany.com Ref: 80453

CUSTOMER SERVICES MANAGER (HARD SERVICES)

HARD SERVICES/MAINTENANCE MANAGER

Â&#x2026; Â&#x2026; %HQH¿WV /RQGRQ $ OHDGLQJ VHUYLFH SURYLGHU UHTXLUHV D &XVWRPHU 6HUYLFHV 0DQDJHU WR ZRUN RQ D SUHVWLJLRXV FRUSRUDWH FRQWUDFW 7KH SRVWKROGHU PXVW EH KDUG VHUYLFHV TXDOL¿HG DV WKH\ ZLOO EH UHTXLUHG WR SURYLGH WHFKQLFDO H[SHUWLVH DFURVV WKH FRQWUDFW DV DQG ZKHQ UHTXLUHG 7KH FDQGLGDWH PXVW DOVR KDYH H[FHOOHQW LQWHUSHUVRQDO VNLOOV DV WKH\ ZLOO EH FRQVWDQWO\ OLDLVLQJ ZLWK ERWK LQWHUQDO DQG H[WHUQDO VWDNHKROGHUV David Kettle, dkettle@macdonaldandcompany.com Ref: 80497

Â&#x2026; Â&#x2026; /RQGRQ $ KLJK SUR¿OH RUJDQLVDWLRQ LV ORRNLQJ IRU ERWK DQ RSHUDWLRQDO DQG VWUDWHJLF 0DLQWHQDQFH 0DQDJHU WR MRLQ WKHLU VPDOO KDUG ZRUNLQJ WHDP 7KLV SHUVRQ LV UHTXLUHG WR PDQDJH WKH RXWVRXUFHG 330 DQG 0 ( FRQWUDFWV DV ZHOO DV FRPSOHWLQJ PLQRU UHSDLU ZRUNV WKHPVHOYHV ,GHDO FDQGLGDWH¶V ZLOO EH FRPIRUWDEOH UHSRUWLQJ WR D VHQLRU OHYHO DQG KDYH SUHYLRXV PDQDJHPHQW H[SHULHQFH Richard Parrett, rparrett@macdonaldandcompany.com Ref: 79896

RESIDENTIAL FACILITIES MANAGER

FACILITIES COORDINATOR

8S WR Â&#x2026; %HQH¿WV /RQGRQ ([FHSWLRQDO RSSRUWXQLW\ WR KHDG XS HQJLQHHULQJ VHUYLFHV RQ D QDWLRQDO EDVLV RU D IDFLOLWLHV PDQDJHU WR ORRN DIWHU DOO KDUG VRIW VHUYLFHV WR D PL[HG SRUWIROLR RI UHVLGHQWLDO SURSHUWLHV <RX ZLOO KDYH H[SHULHQFH RI GHYHORSLQJ V\VWHPV DQG SURFHVVHV WR GHOLYHU )0 DW WKH KLJKHVW VWDQGDUGV <RX ZLOO EH LQ GLUHFW FRQWDFW ZLWK ODQGORUGV DQG WHQDQWV LQ ERWK LQVWDQFHV ,GHDOO\ \RX ZLOO KDYH D PLQLPXP RI \HDUV H[SHULHQFH ZLWKLQ WKLV VHFWRU Jamie Williams, jwilliams@macdonaldandcompany.com Ref: 79984

Â&#x2026;1HJRWLDEOH /RQGRQ 3UHVWLJLRXV RUJDQLVDWLRQ ORRNLQJ IRU D FRQ¿GHQW )DFLOLWLHV FR RUGLQDWRU WR KHOS DLG WKH SURYLVLRQ RI DOO VHUYLFHV WKURXJKRXW WKLV LPSUHVVLYH +4 <RX ZLOO EH UHVSRQVLEOH IRU PRQLWRULQJ FRQWUDFWRUV RQ VLWH KHDOWK DQG VDIHW\ DQG ZRUNLQJ FORVHO\ ZLWK IURQW RI KRXVH <RX ZLOO DOVR DVVLVW WKH )0 LQ DOO RWKHU IDFLOLWLHV UHODWHG LVVXHV ([FHOOHQW FRPPXQLFDWLRQ VNLOOV DUH SUHIHUDEOH Richard Parrett, rparrett@macdonaldandcompany.com Ref: 80514 5,&6 3UHIHUUHG 5HFUXLWPHQW 3DUWQHU

<RUN +RXVH <RUN 6WUHHW D 'RYHU 6WUHHW 0D\IDLU 0DQFKHVWHU 0 %% /RQGRQ : 6 1: 7

7

)

)

ZZZ PDFGRQDOGDQGFRPSDQ\ FRP

FM WORLDâ&#x20AC;&#x201A;| 10 MARCH 2011â&#x20AC;&#x201A;| 43

FM New appoints 100311.indd 43

3/3/11 11:52:07

XXX D DP VL

Head of FM, London, to ÂŁ65,000 A Head of Facilities Management is required by an FM outsource provider to develop FM Strategy and manage facilities operations and contracts at a media sector client. Senior level, commercial FM experience is essential. Media sector experience would be highly advantageous. CVs to russell@c22.co.uk

Technical Services Manager, West Yorkshire, cÂŁ40,000 - ÂŁ45,000 An exciting opportunity for a TSM with solid commercial experience to manage the day-to-day running of a multi-site PFI contract. You will lead, motivate and develop an in-house team to enable the Contract to carry out its business activities in a safe, comfortable, productive and cost effective environment.

Candidates must have an eye for detail and offer the necessary technical expertise to deliver the highest quality of service to the client.

CVs to ed@c22.co.uk

Assistant FM, London, ÂŁ30,000 Our client is seeking an AFM to support the strategic management of all FM functions. The successful candidate will manage a large high proďŹ le site of 82,000 sq ft and all the FM contractors within. You will also be responsible for other ofďŹ ces within the region so some travel will be required. The key areas to this role will be Compliance, Cost, Innovation and the Customer service delivery.

You must be motivated, hard working and will have experience in all the above ďŹ elds and ideally possess a H&S qualiďŹ cation; NEBOSH or IOSH. Previous management or supervision experience is preferred as there will be two direct reports for this role. Customer Focus, Presentable, ConďŹ dent and experienced in liaising with senior staff is highly important.

CV and cover letter to steve@c22.co.uk

www.randstadcpe.com/fm

Experts in FM & Maintenance Randstad Construction, Property & Engineering provide specialist recruitment solutions for the FM and Maintenance sector. Our specialist consultants offer tailored recruitment solutions for a broad spectrum of private and public sector clients operating in the commercial, domestic, leisure, retail, industrial and defence markets.

We offer both temporary and permanent solutions within FM, health and safety, management and consultancy, throughout our UK and International branch network.

For all your FM & Maintenance requirements please visit www.randstadcpe.com/fm or call 0800 169 0863.

providing quality people

formerly

Leeds 0113 242 8055 London 020 7630 5144

Catch22 QP.inddYodel, 1

the company that delivers more than 200m parcels from sites all over the UK, needs someone with the experience and enthusiasm to make a massive impact on energy HIÂżFLHQF\ DFURVV RXU EXVLQHVV

3/3/11 10:17:54

General Management Senior and Middle Management Positions

+DUQHVVLQJ HQHUJ\ 'HOLYHULQJ FKDQJH

FISco was formed less than 12 months ago by a highly focused and very successful, award winning management team, who own and run the company.

The business model is unique. Growth, to date, is simply outstanding and 2 years ahead of forecasts.

Facilities Energy Manager Â&#x2026;FRPSHWLWLYH EHQHÂżWV _ :KLVWRQ

Youâ&#x20AC;&#x2122;ll call on experience in energy management, NEBOSH and a relevant degree (or equivalent) plus your can-do, make-it-happen DSSURDFK WR DFW DV D FDWDO\VW IRU FKDQJH 7KLV LVQÂśW MXVW DERXW ÂżQGLQJ WKH right plans on paper; itâ&#x20AC;&#x2122;s about using your strength as a communicator to harness the ideas and energy of everyone in the business to make sure we achieve our aims.

Working with all colleagues across the business, the role spans from HQHUJ\ HIÂżFLHQF\ DQG UHGXFWLRQ RI FDUERQ GLR[LGH HPLVVLRQV WR ZDVWH management, sustainable development and renewable energy as well as managing our Carbon Reduction Commitment Programme. <RXÂśOO EH UHTXLUHG WR PDQDJH WKH 3URMHFW EXGJHW VR ÂżQDQFLDO H[SHULHQFH would be an asset - as would previous exposure to a transport or logistics environment.

We are looking for exceptional people who are team players, to join our business and to make a significant contribution to our journey. To reach interview stage, you will need to demonstrate you are a proactive solution finder with a record that includes re-engineering services and innovating into FM contracts, to the satisfaction of both your Customers and your employer. We are not interested in job hoppers, internal politicking, story tellers, or managers that frequently tell us â&#x20AC;&#x153;it canâ&#x20AC;&#x2122;t be doneâ&#x20AC;?.

The reward and opportunities, over time, will be excellent for relevant performance and contribution.

In the first instance, please send your CV to Alan Bruter, email address alan.bruter@FIScoUK.com

7R DSSO\ SOHDVH VXEPLW D FRS\ RI \RXU &9 DORQJ ZLWK D FRYHULQJ OHWWHU WR &UDLJ 5RFKH 5HVRXUFLQJ $VVLVWDQW YLD HPDLO WR FUDLJ URFKH#KGQO FR XN &ORVLQJ GDWH 0DUFK

44 |â&#x20AC;&#x201A;10 MARCH 2011 |â&#x20AC;&#x201A;FM WORLD Fisco FM QPV.indd 1

FM New appoints 100311.indd 44

3/3/11 10:32:06

3/3/11 11:52:19

See your future with us...

Cambridge University Hospitals (CUH) is one of the largest and best known hospitals in the country. The â&#x20AC;&#x2DC;localâ&#x20AC;&#x2122; hospital for our community, CUH is also a leading national centre for specialist treatment: we are one of only five biomedical research centres in the UK and have a worldwide reputation as a university teaching hospital. Building on these different elements, CUHâ&#x20AC;&#x2122;s vision is to be one of the best academic healthcare organisations in the world.

Estates and Facilities Directorate

Maintenance Services Manager â&#x20AC;˘ Band 8B ÂŁ45,254 - ÂŁ55,945 p.a.

Are you interested in furthering your career in the NHS? If you have a proven track record in all aspects of managing a comprehensive maintenance service encompassing both in house and external providers, we want to hear from you.

www.cuh.nhs.uk

You will manage a multi million pound maintenance service in a leading acute hospital. If you have the qualifications and ability to lead this service and take it to a new level, please contact us because you may be the person we need.

Youâ&#x20AC;&#x2122;ll get training and development in this friendly and dynamic organisation which seeks to innovate and strives for excellence in delivering first-class patient care.

Youâ&#x20AC;&#x2122;ll also benefit from childcare facilities, flexible working and a final salary pension scheme. Cambridge is a great place to live with good schools, lots of housing developments, new shopping, sports and leisure facilitiesâ&#x20AC;Ś and itâ&#x20AC;&#x2122;s only 45 minutes away from London.

For an informal discussion or to arrange a visit please contact Simon Lewis, Operational Manager on 01223 216013.

To apply, please visit our website below or call Recruitment on 01223 217515, quoting reference 100915.

Closing date: 18th March 2011.

www.cuh.nhs.uk/vacancies

The College of Law is a client focused specialist training organisation dedicated to developing and delivering legal education to WUDLQHH ODZ\HUV DQG WR WKH TXDOLĂ&#x20AC;HG OHJDO FRPPXQLW\ :LWK HLJKW HVWDEOLVKHG WHDFKLQJ FHQWUHV ZH DUH SOHDVHG WR DGYHUWLVH WKH following vacancy:

+HDG RI )DFLOLWLHV 0DQDJHPHQW Based in London &LUFD Â&#x2026; N S D SOXV EHQHĂ&#x20AC;WV SDFNDJH The College of Law seeks a Head of Facilities to strategically manage their dispersed estate of eight sites in England. This will involve direct operational facilities management of the two London Campuses, and remote management of other sites, with some travel required. :H DUH ORRNLQJ IRU D KLJKO\ WDOHQWHG PXOWL VNLOOHG OHDGHU VRPHRQH RI JUDGXDWH FDOLEUH ZLWK SURIHVVLRQDO TXDOLĂ&#x20AC;FDWLRQV LQ D SURSHUW\ IDFLOLWLHV GLVFLSOLQH with strong facilities management experience. You will also lead on health and safety across the organisation, and you will bring innovation and specialist knowledge in this area to succeed in the role. You must be able to instigate and manage change in the constant drive for improvement. The right candidate will bring strategic planning and projects experience alongside a collaborative and creative approach to the management of people and resources.

If you are looking for a new challenge and have proven experience in a senior managerial role, then please contact us for further information via our web site at ZZZ FROOHJH RI ODZ FR XN DERXWXV Closing date for applications is Monday 28th March.

Interviews will take place in London on 7th & 8th April. www.college-of-law.co.uk Email: people@lawcol.co.uk The College of Law is committed to the equality of opportunity.

Registered Charity 271297

COL.186x123.indd 1

FM New appoints 100311.indd 45

28/2/11 MARCH 11:10:31 FM WORLDâ&#x20AC;&#x201A;| 10 2011â&#x20AC;&#x201A;| 45

3/3/11 11:52:32

FINAL WORD FELICITY MESSING

FELICITY

MESSING

THE MOUSE SPECIALITY? Police in Upper Darby, Philadelphia have arrested a man after he apparently planted mice in a competitor’s pizzeria.

Nikolas Galiatsatos was apprehended after concealing the bag containing three white mice above a toilet stall in Verona Pizza, in what appears to be a bizarre case of industrial espionage.

The owner found the bag after discovering footprints on a toilet seat and noticing that a ceiling panel had been moved. Fearing the bag contained drugs, the owner reported his concerns to two policemen who were dining in his restaurant.

After finding the mice, police watched Galiatsatos cross the road and dump another bag in the waste bin of a second pizzeria, Uncle Nick’s Pizza. Inside, the police found five live mice and one dead one.

Galiatsatos was reported to have been struggling with a rodent problem at his own pizza restaurant.

Presumably, he hoped his rival’s customers would receive some unwelcome extra topping.

GET ME A DOCTOR FOR MY BUNNY! Just as Anna Nicole Smith (Playmate of the year in 1993) makes the headlines again in the unlikely form of an opera at Covent Garden, news reaches me that the Playboy Mansion in Holmby Hills, Santa Monica, has also come in for some criticism. A suspected outbreak of legionnaires disease is being investigated at Hugh Hefner’s famous bachelor pad.

It was one of the venues for the DOMAINfest Global Conference. The Los Angeles County Department of Public Health said some 200 guests at a conference party were reportedly affected with flu like symptoms, with four confirmed as contracting Legionella pneumophila. The mansion was used for ‘networking’ and is one of a number of conference

venues being blamed for the outbreak with health officials looking into the hot tubs and ‘fog machines’.

Thank goodness it’s not myxomatosis!

I guess Playboy Enterprises employs a facilities manager or two, and I wonder if they have an especially detailed health and safety manual covering all of the risks that guests and bunnies may encounter there.

For me it raises an important question for the FM profession here in the UK; why do techie people get to go to conferences at infamous mansions, while facilities managers are offered at the East Midlands Conference Centre in Nottingham?

OFFICE ENTERTAINMENT Ignore the first five people who say ‘good morning’ to you...

Carry your laptop over to your colleague and ask: “You wanna trade?”

IN THE NEXT ISSUE OUT 10 MARCH

A LOOK AT THE ROBOT FMS INSIDE SCOTLAND’S FORTH VALLEY HOSPITAL/// ZIONA STRELITZ ON THIRD SPACES/// EVENT REPORT: MIPIM/// CLEANING QUALIFICATIONS: WHAT BENEFIT DO TRAINED AND QUALIFIED CLEANING STAFF BRING BUSINESSES?/// BREEAM: WHAT FMS SHOULD KNOW/// HOW TO REDUCE BUSINESS RATES/// MANAGING ABSENCE

46 | 10 MARCH 2011 | FM WORLD

46_Felicity.indd 50

www.fm-world.co.uk

3/3/11 12:47:18

VISIT THE FACILITIES SHOW AND BENEFIT FROM 100 HOURS OF FREE EDUCATION

WWW.THEFACILITIESSHOW.COM/REGISTER

The Facilities Show is part of the Protection and Management Series, uniting facilities with ямБre, security and safety professionals

BIFM.Fac Show.280x210.indd 1 FMW.10.03.11.047.indd 1

23/2/11 09:39:18 1/3/11 09:01:24

y p p ha e c a l p k r o w y p hap you y p hap us Trade at Comet delivers happiness through technology.

Our product range and services come with guaranteed smiles; from making your clients or office happy through to you and your staff. Ensuring your new builds, office refurbishments and general electrical product replacements run smoothly.

To speak to a member of our team call 0844 499 2828* or e-mail us at B2Bmarketing@comet.co.uk *Calls usually cost no more than 5 pence per minute from landlines: calls from mobiles may cost more. Calls may be recorded for monitoring or training purposes.

FMW.10.03.11.048.indd 1

1/3/11 09:02:18