Service
Facilities & Operations
Day-to-day building operations delivered with rigour. We manage maintenance, cleaning, grounds, and contractor performance to keep buildings safe, clean, and efficiently run.
- 01
All reactive maintenance requests resolved within target SLA: Category 1 emergency within 4 hours, Category 2 within 48 hours, Category 3 within 5 working days.
- 02
Planned preventative maintenance (PPM) executed to programme, with zero missed statutory inspections.
- 03
Contractor performance scored quarterly against agreed KPIs; underperforming contracts reviewed and re-tendered.
Scope of Work
What is included
Reactive Maintenance
- 24/7 emergency helpline
- Contractor dispatch and attendance
- Works order management
- Completion confirmation and sign-off
- Cost management and invoice authorisation
Planned Maintenance
- PPM schedule preparation
- Lift, plant, and system servicing
- Statutory inspection programme
- Communal decoration programme
- Building fabric inspections
Cleaning & Grounds
- Communal cleaning (lobbies, stairwells, car parks)
- Grounds maintenance and seasonal planting
- Window cleaning
- Waste management and recycling
- Pest control
Contractor Management
- Preferred contractor panel management
- Contractor compliance verification
- Performance scoring and reviews
- Competitive tendering for works >£500
- CHAS/SafeContractor accreditation checks
Operations Technology
- Works order portal integration
- Real-time status updates to residents
- Photo evidence capture
- Digital job completion certificates
- Contractor payment management
Operating Model
How we operate
Maintenance issues reported via the resident/leaseholder portal, 24/7 emergency helpline, or property manager. Categorised by priority on receipt.
Works order issued to appropriate contractor within 2 hours (emergency) or 24 hours (routine). All works orders logged with estimated cost and SLA.
Contractor attends and assesses. For works above threshold, a quotation is obtained and authorised before works proceed. Resident/reporter is kept updated.
Works completed, photo evidence captured, digital completion certificate issued. Resident/reporter notified of completion.
Invoice checked against agreed schedule of rates, authorised, and processed for payment. Works order closed in system with full audit trail.
Reporting
Reporting cadence and KPIs
| KPI / Report | Cadence |
|---|---|
| Open works orders by category and age | Weekly |
| SLA performance (response and completion) | Monthly |
| Reactive vs planned maintenance ratio | Monthly |
| Maintenance spend vs budget | Monthly |
| Contractor performance scorecard | Quarterly |
| PPM completion rate | Quarterly |
| Annual planned maintenance report | Annual |
Compliance & Audit
Compliance controls
Every action within our operating model generates an audit trail. Documents, correspondence, contractor instructions and financial transactions are all logged, timestamped, and accessible by authorised parties via the portal.
- All contractors hold minimum £5m public liability insurance
- Gas Safe registered engineers for all gas works
- NICEIC or NAPIT registered for electrical works
- CHAS or SafeContractor accreditation required for all panel contractors
- Asbestos register consulted before all invasive works
- Works affecting fire strategy signed off by fire engineer
- Lift contractors hold LEIA membership
Frequently asked questions
What is the emergency response time?
For Category 1 emergencies (immediate risk to safety or habitability), we target contractor attendance within 4 hours, 24/7. For Category 2 (significant inconvenience), within 48 hours. For Category 3 (minor works), within 5 working days.
Can residents track their maintenance request?
Yes. All maintenance requests submitted through the portal are tracked in real time from submission through to completion. Residents receive status notifications at each stage.
How do you select contractors?
We maintain a preferred contractor panel built through competitive tendering and compliance vetting. All panel contractors hold the required insurance, accreditations, and are assessed annually on quality and value.
Who authorises expenditure?
Works within the agreed schedule of rates are authorised at property manager level. Works above the threshold agreed with the client require client sign-off. Emergency works are authorised immediately with client notification within 24 hours.
Request a proposal for facilities & operations.
Tell us about your building or portfolio. We'll respond within 48 hours with a tailored proposal.