Upstream The Newsletter of Incentive FM Group

Spring/Summer September 2015

Inside This Issue Group Contract Wins Comserve Acquisition Servicing some of the The Game Changers FM Industry Ball City’s Iconic buildings Mental Health Training Gleneagles World FM Day Around the Park

Welcome to the September 2015 edition of the Incentive FM Group Newsletter, Upstream. We hope Serviced by Incentive FM Group you enjoy reading our news and views. I think you will understand our quandary – only one acted as their FM Consultants for the past ten front cover and at least two front cover stories! years. This history and our close understanding of We have resolved our quandary by running the centre led recently to our first opportunity to with our Incentive Skyline graphic that pitch for the full facilities management contract many of you may have seen in recent social media and take on the premiership players in our campaigns – here we proudly show the iconic industry. Martin Reed takes us through the London skyline buildings where we are engaged. process, responsibilities and challenges as one of Two of the buildings highlighted employ our our main articles on page three. manned guarding services from Incentive Lynx We have enjoyed a really progressive six Security and two of them employ our office and month spell with major contract wins in all window cleaning services from Incentive QAS. operating companies that are also reported in this The buildings are variously known as 30 St Mary issue - moving to our more strategic objectives, Axe (The Gherkin), The Leadenhall Building we have just completed the acquisition of (Cheesegrater), 110 Bishopsgate (The Salesforce Comserve Ltd, our first stand-alone mechanical Tower) and finally City Point. and electrical maintenance business (M&E). Our Away from the London skyline we have regular readers will note that we set out our stall recently been involved in even more excitement. in this respect in Jeremy’s ‘Who’s buying who?’ We are really thrilled and proud to have won the article in our last issue. full facilities management contract at Bluewater A really great six months for our group - Shopping Centre in Kent from 1st October 2015. congratulations to our fantastic management and This is the largest contract we have secured in our operational teams in achieving such a feat. thirteen year company history and it is one of Success it seems does indeed breed success! Europe’s finest retail destinations. Bluewater has always been a very special business relationship for us at Incentive FM Group; indeed we have

fm group limited Incentive FM Group acquires Comserve

Following on from our cover story announcement, we are delighted to welcome the staff and clients of Comserve Limited, a mechanical and electrical (M&E) maintenance and installation services company to the group. It has been good to get out to meet This strategic move will enable Incentive to various members of our team out on site bring M&E services into our established together with our clients in each case. Of portfolio alongside the integrated facilities particular interest were the visits to City of management, security, cleaning, and con- Westminster College meeting site engineer sultancy businesses. In the last issue of our Gareth Moore, Kinnaird House off Trafalgar Upstream I set out what I believe our com- Square meeting our engineer Derek Gyesi petitors are trying to do and more specifi- Poku and the head office of Wiley in cally what we plan to do – this news con- Chichester with our contracts Manager firms we have been successful in achieving Mike Jordan and site Engineer Lee Heap. this prestigious addition to our armory of services.

The Comserve team and client base are highly complementary to our organisation. Based in Kings Langley, Hertfordshire, and with a £3.5 million turnover and a lively order book, Comserve provides mar- ket-leading M&E services to a wide range of blue chip clients in 120 sites across London and the South East. All Comserve employees have been retained and continue to service existing clients as part of the deal. They still work directly for Comserve’s joint Managing Directors Ian Wheeler and Chris Balderson Kinnaird House off Trafalgar Square who are now supported by our Group M&E has been the missing link in our Managing Director Martin Reed and his portfolio of stand-alone services even wider team. though M&E has been a big part of our integrated service offer on our larger sites for many years. We will be investing in the business and staff to help it to grow its client base whilst providing a broader range of services.

Jeremy Waud, Incentive FM Group Chairman Westminster College Wiley

Page 2 The Game Changers

the hearts and minds of our clients and we retain contracts for long periods, not just one contract term. Our contract starts from October 1st and myself and the senior IFM team have been holding many group TUPE consulta- tion days and 1-2-1 consultation meetings on site to ensure the process of ‘onboard- ing’ the Bluewater team is done by the most senior people in our business. We see this as a key to winning the hearts and minds of the team and ensuring we all know the short and long term goals. We have had many ‘game changers’ through our history. Our first operating con- tract – Nottingham Building Society in 2002, our first acquisition – QAS in 2009, the award of Covent Garden also in 2009 and most recently our first legal sector con- tract – Addleshaw Goddard this year. All of these have been significant to our business and its growth and Bluewater is another, which is going to break many of our inter- nal records; However once we were able to meet the To say the award of the Highest Value - £12m+ per annum client team and present our offer in person Most site based staff – 270+ Bluewater contract to our people, their professionalism and most Largest single property – 1.7m sqft of all their passion shone through. The Incentive FM is a significant Largest site – 240 acres Bluewater team were looking for a service moment in the group’s history partner who mirrored their passion for However we will do at Bluewater what we delivering an exceptional guest experience is an understatement. have done elsewhere for many years – and our physical presentation, which was We will work with the client team and the themed around ‘Hearts and Minds’, struck Many people will look at the size and scale site team who join us in October to ensure the right chord. of the contract, £12m+ per annum, as the that what we have promised all of them Our business is based on winning over thing that makes it significant but for me I is delivered! look at the reasons why we were chosen by and keeping the hearts and minds of our the Bluewater Land Securities team as staff to ensure they deliver an outstanding being most significant. customer experience in whatever building The feedback we had regarding our bid they operate. We do this though our ‘free- was that on paper our offer looked very dom within a framework’ management similar to what others promised. ethos that ensures our staff are trained, Unfortunately it is difficult to get across pas- developed and trusted to be the best in the sion and drive in a written document. business. In turn by doing this they win over

Martin Reed, Incentive FM Group Managing Director

Page 3 New Group Contract Wins

The second half of 2015 has seen the Group go from strength to strength as all operating companies have picked up prestigious contracts. These contracts represent significant steps forward in our continued success and growth as a business – long may it continue.

We have picked up new contracts with Bluewater, 30 St Mary Axe, Addleshaw Goddard, City and Guilds and St Botolphs – whilst we have contract extensions with Monsoon and St Stephen’s Shopping Centre. We are also pleased to have been instructed to undertake another consul- tancy project around Europe for Delphi.

The three-year contract, worth in Incentive QAS excess of £2m, was awarded following a awarded nation- Incentive QAS adds to its growing city competitive tender process. It covers daily wide cleaning con- portfolio with CBRE contract award and periodic landlord cleaning services, as tract by city & guilds Incentive QAS has been awarded a key well as housekeeping, washroom services, Incentive QAS, the contract by leading international real estate laundry provision, consumables supply and specialist cleaning arm of leading inde- services and investment firm CBRE. Under pest control. In addition, we will provide pendent facilities management company the terms of the deal Incentive QAS will external window cleaning to the full build- Incentive FM Group, has secured a contract provide a wide range of cleaning services at ing envelope and internal landlord window to provide cleaning and associated services The St Botolph Building, one of the City of cleaning via cradle access and a specialist to City & Guilds of London Institute, the London’s landmark buildings, which stands abseiling team. global leader in skills development. The 15 storeys high and accommodates a num- During the TUPE process the incum- agreement runs for three years with exten- ber of high profile tenants from the world bent cleaning manager chose not to trans- sion options and covers ten offices across of insurance. fer, so we were able to appoint Marian the UK. Twaites from the M&S contract as the site Under the terms of the deal, Incentive based manager. This has allowed us to QAS will provide a full range of daily office install the Incentive QAS work ethic imme- cleaning services plus a selection of associ- diately and the team are benefiting from a ated services, including pest control, waste pro-active approach and support. Weekly management, window cleaning and wash- operational support visits will be under- room services at City & Guilds’ two main taken by Lee Douglas, Regional Manager, offices in Giltspur Street, London, as well as who will be working closely with Marian at eight regional offices including Glasgow, and the building management team to Warrington and Cardiff. drive innovation and continuous improve- Twenty-nine members of staff have ment. transferred to Incentive QAS’ operation This is the second contract in 2015 under TUPE. In addition, Incentive QAS is awarded to Incentive QAS by CBRE follow- aspiring to provide new members of staff a ing the implementation in January of the Living Wage, in line with the company’s cleaning and associated services at the status as a recognised Living Wage Service Jamie Wright, Incentive QAS prestigious CityPoint. Provider. Director and General Manager

Page 4 Jamie Wright, Director and General buildings, processes and transport. Whilst done their surveys too. Then, for the third Manager, Incentive QAS, said: “This is a each EU member state has its own law to part of the process, we will also be arrang- significant contract win for Incentive QAS implement this, the EN16247 is recognised ing for the reports in each country to be which strengthens our portfolio of clients in all states as being an appropriate tool for approved by a national assessor (similar to based in Central London and increases our achieving compliance. the role that Nick can complete in the UK footprint across the UK. Our ability to chal- Bill Pollard, Nick Murphy and Pleun Van for ESOS) so that the legal compliance can lenge the norm and provide innovative, Deurssen travelled to Grosspetersdorf in be assured for Delphi. forward thinking solutions to meet our Austria to deliver this training over two The EU Energy Efficiency Directive clients’ needs is a fundamental reason days to the first group of 16 Delphi staff applies in all 28 member states and follows behind the company’s continued growth.” from Austria, Germany, Hungary, Poland a four year cycle. The first of these phases and Romania. All a bit nervous with lan- completed in December 2015, then the guage barriers at first, but that’s quite com- second phase begins requiring audits to be mon with the mix of English, Welsh and completed by December 2019, and so on. Dutch representatives from Incentive. A So, Incentive Carbon Management could few weeks later, Nick and Pleun travelled to be busy. Barcelona to repeat the course to another carbon management group of Delphi staff, mainly from Spain, Delphi chooses Incentive Carbon Portugal and France. The feedback from Management for new EU directive both of these training sessions was excel- Delphi, the leading global supplier of lent so we were invited to deliver another mobile electronics and transportation sys- days training for UK staff in Leamington tems, has appointed Incentive Carbon Spa. Throughout all of the training ses- Monsoon Awards Incentive FM Multi Management (ICM) to help it meet the sions, social media was used to promote Million Pound Contract requirements of the EU Energy Efficiency our activities – Twitter and Facebook. Monsoon Accessorize has chosen to Directive which requires large organisations The second stage, after the training is extend its contract with leading independ- across Europe to conduct energy audits by for Incentive Carbon Management to con- ent facilities management company December 2015. In the UK, this law is duct energy audits on a number of Delphi Incentive FM, for a further two years. It fol- known as ESOS for which Incentive’s Nick sites with the assistance of some of the lows a successful three-year partnership Murphy is a registered energy assessor, so Delphi staff who had attended the training. during which Incentive FM has supported has taken a lead role in assisting Delphi So this really was a test on finding out how Monsoon at its prestigious Head Office in comply in several EU states including Spain, the training had been received in practice, Notting Hill Village, West London. France, Austria and Poland. which has all been pretty good. By the end Under the terms of the TFM contract, Incentive FM is responsible for self deliver- ing a full range of onsite services including reception, helpdesk, security, office clean- ing, day janitors, grounds maintenance, waste management and mail/couriers. By providing an integrated solution Incentive FM delivers significant operational and financial benefits such as simplified com- munication, lower cost, more senior sup- plier representation and streamlined sys- tems. The contract will continue to be man- aged by a full time onsite soft services man- ager, responsible for coordinating all activi- ties on site and supporting the operation at a tactical level, providing the client team with a central point of contact. Training for all staff is ongoing with NVQs being offered across all disciplines. Incentive FM will continue the use of Concept Evolution, which is a fully web The first part of the process involved of July Nick has completed audits in four enabled CAFM tool. This includes a writing and developing a training package, sites in Barcelona, Krakow & Jelesnia in helpdesk that has flexible and automated complete with handouts, exercises and a Poland and Epernon in France for which communication processes that save time standard report template, to be delivered Pleun also assisted. and include information on Service Level to Delphi staff so they could conduct More site surveys are planned for Agreements and other performance meas- energy audits on their sites to the agreed Poland, Austria and others along with urements. This provides the helpdesk user standard, EN16247 – Energy Audits. This ensuring that the Delphi staff who with an ability to prioritise tasks efficiently requires energy data to be gathered on attended training from the other sites have and effectively. Tasks can be updated

continued...

Page 5 New Group Contract Wins

mated communication processes that save time and includes information on Service Level Agreements and other performance measurements. Managing agent Munroe K renewed the contract until 2017 due to the continu- showing their individual status with colour ous improvement, innovations delivered, coding to help the user to ensure deadlines and high standard of work carried out by are met. Incentive FM during the past three years. Bruce McDonnell, Managing Director The new agreement will provide further at Incentive FM, said; “We have a number cost savings and continuously improving of clients in the prestige head office sectors levels of service. In addition, Incentive FM and by working closely with each customer will also continue to spearhead a number we provide a bespoke solution that brings of community-based projects at the centre, financial value, statutory compliance and which recently included a joint initiative This incorporates waste management, business efficiency. We now have a strong with charity Guide Dogs to ensure blind washroom services, window cleaning, pest working relationship with Monsoon and and partially-sighted shoppers could safely control, and mechanical and electrical remain committed to building on standards enjoy trips to St Stephen’s. As a part of the maintenance, project work and associated and efficiencies. project, shopping centre staff underwent services. A team of dedicated employees “Incentive FM Group is growing strongly training to learn about appropriate levels of will work across Addleshaw Goddard’s and remains committed to its strategy of assistance and potential onsite hazards. three UK-based offices, which includes increasing the proportion of services that Jim Harris, Centre Manager at St Milton Gate, the landmark building within are self-delivered. This ensures certainty of Stephen’s, said: “Incentive FM has provided the City of London, as well as Leeds and values, attitudes and behaviours and the St Stephen’s Shopping Centre with a vast Manchester. ready availability of consistent and reliable number of valuable services during the last Addleshaw Goddard chose to work skill.” three years, which has helped us to main- alongside Incentive FM after being tain the very highest standards and to impressed by the company’s ability to con- ensure the shoppers of Hull keep returning tinuously provide exceptional levels of serv- through our doors. Therefore, it made per- ice across an extensive portfolio of clients. fect sense to extend our partnership for The law firm places significant emphasis on another two years.” customer experience and needed a supplier Glenn Wilson, Regional Director, that could be help to create and maintain a Incentive FM, the leading independent Incentive FM, said: “Our shopping centre premium image within the company’s facilities management company, has solutions are proven to deliver a range of offices and exclusive client areas. In addi- been awarded a two-year contract tangible benefits as well as significant cost tion, Addleshaw Goddard was pleased that extension to continue providing a fully savings. St Stephen’s is a strong example of Incentive FM could provide efficient mainte- integrated TFM solution at St this and during the last three years we have nance services in a discreet and customer- Stephen’s Shopping Centre in developed a dedicated onsite team that focused manner. Kingston-upon-Hull. continues to provide exceptional levels of Incentive FM will deploy a FM Manager Since 2012, Incentive FM has delivered a service. We look forward to at least at each individual site whilst a dedicated full range of services required for the retail another two hugely successful years work- National Account Manager has been environment, including security, house- ing with St Stephen’s.” appointed to oversee the client relationship. keeping, maintenance, waste, and other Fifty members of staff have transferred to support services. This includes full responsi- Incentive FM Secures Multi-Million Incentive FM under TUPE and the company bility for the centre’s large multi storey car Pound Contract With Leading Law Firm has already embarked on a tailored training park and providing 24-hour security for its Incentive FM, the leading independent facil- programme for new recruits. nighttime leisure-based tenants. ities management company, has been Ian Pigeon, Head of Client Services, Landscaping and pest control also form awarded a two-year multi-million pound Addleshaw Goddard, said: “Due to the part of the remit. Incentive FM also intro- contact to provide cleaning and mainte- nature of our business we have important duced the use of Concept Evolution, a fully nance services to Addleshaw Goddard, the clients visiting our offices each day and it is web enabled CAFM tool, which has helped crucial for us to provide an outstanding cus- to streamline operations and seek further tomer experience. Therefore, we require a efficiencies at St Stephen’s. This incorpo- facilities management company that shares rates a helpdesk that has flexible and auto- similar values and prides itself on working to the very highest standards at all times. In Incentive FM we have found that partner and we look forward to developing a suc- cessful partnership.” Bruce McDonnell, Managing Director, premium business law firm. This represents Incentive FM, said: “By securing this signifi- the organisation’s first major client win in cant contract we have been able to add to the legal sector. the portfolio of prestigious buildings we Under the terms of the agreement, service in the City of London, as well as Incentive FM will provide a wide range of building our reputation further across the facilities management services including UK. This agreement provides us with the office cleaning and maintenance services. perfect opportunity to establish ourselves

Page 6 within the legal sector and we are delighted ing X ray screening and CCTV monitoring, to be working alongside such an esteemed at the iconic site in heart of the City of organisation as Addleshaw Goddard.” London. Thirty four existing staff will trans- Re: 30 St Mary Axe fer across under TUPE. Pall Manufacturing (UK) Ltd – Redruth Incentive Lynx Security has been awarded a Commenting on the contract win Craig three year contract worth in excess of £3 Pickard, Managing Director at Incentive million to provide security services at 30 St Lynx Security, said: Mary Axe, better known as The Gherkin. “This win now puts Incentive FM The contract commenced on 1st July 2015. Group companies into four of the main With 41 storeys, it is 591 ft tall and towers in the City of London with Incentive stands on the former site of the Baltic QAS responsible for all landlord cleaning Exchange, which was extensively damaged services at 110 Bishopsgate and City Point We are delighted to have secured another in 1992 by the explosion of a bomb placed and Incentive Lynx providing all security 3 year contract with Pall Redruth, by the Provisional IRA in St Mary Axe, the services at The Leadenhall Building and Cornwall. This continues an 8 year partner- street from which the tower takes its name. now The Gherkin.” ship within an engineering biased com- 30 St Mary Axe has become an iconic sym- pany, providing TFM including specialist bol of London and is one of the city's most maintenance support for the manufactur- widely recognised examples of contempo- ing machinery and equipment within the rary architecture. facility. Under the terms of the deal which was Both the senior management and the awarded by CBRE, the leading interna- onsite teams are keen to continue building tional real estate services firm, Incentive upon the improvement strategies that have Lynx will take responsibility for the provi- secured this contract moving forward. sion of security guarding services, includ- H&S UPDATE IFM Takes RoSPA Gold Medal Award for the 7th consecutive year along with Silver awards for ILYNX & IQAS. Yet another successful year throughout dinner was held on 14th July at Medal Award, ILYNX & IQAS both the business for the achievement and Birmingham Metropole which was received Silver awards – This is a great commitment to raising the standards of attended by Helen Harris, Nick Murphy & achievement! Health & Safety Management. the newest member of the SHEQ Team As a team we thank you for your con- The 2015 RoSPA Occupational Health Vicky Shelley. tinued improvements and support in help- and Safety Awards ceremony and gala IFM took a 7th consecutive Gold ing us achieve these prestigious awards. Craft Development Day Thursday 16th July saw the first Craft Tomato & Avocado on Sour Dough, Cornish Development day for the chefs within Blue Smoked Bacon & Apple on Ciabatta Incentive Catering to come together and and finally Pesto, Tomato & Mozzarella on work collectively providing the morning, Glass Bread. Butternut Squash, Ginger & lunch and afternoon food offer for the IFM Honey Soup with Creme Fraiche, Roasted Management Meeting in central London. Pumpkin Seeds & Garden Chives. More Chefs from Agfa in Leeds, Equiniti in freshly baked savoury products, seasonal Crawley, Lancing & Worthing all attended. summer berries, chocolate tarts, pecan pies. Aryzta in Garrick Street was the venue All this was followed by vast amounts of and all the chefs arrived at 8am to prepare cakes, pastries, pies, tarts, scones, eclairs, morning pastries, cut fruit, fresh smoothies muffins, cookies to name a few that fin- and various savoury breakfast items. ished the meeting mid afternoon. Then lunch consisted of Mediterranean A great day was had by all and Lee Tuna on Olive Bread, Smoked Ham, Maycock is now busy planning the next Mustard & Swiss on Rustic Baguettes, Craft Development Day for the chefs.

Page 7 The FM Industry Charity Ball 2015

The second annual FM Industry Charity ball took place on March 19th at Grand Connaught Rooms in Holborn.

It was a sell-out, with just less than 400 lead- ing players in the sector dancing till dawn and raising over £28k for The Royal Marsden. Funds were raised through a charity auction, heads and tails, silent auction and also £20 of each ticket going directly to the fundraising. We topped the first years fundraising by over £6k. The event was supported by a large number of companies including Mayflower, Acorn Maintenance, Darwin Clayton, OCS, Morphose, RICS and BIFM who all booked tables. Entertainment was provided by Natalie Williams and the Soul Family band, who are usually found at Ronnie Scott’s in Soho. The 10 piece band was extremely impressive encouraging a large number of guests to carry on to an ‘after party’. Amanda Heaton at The Royal Marsden, said: “This event has raised an incredible sum of money which will make an enormous dif- ference to the lives of people who receive treatment through the hospital. The £28,000 raised has been directly put towards Prof. Johnston’s research team. Ismena Clout was treated by Prof. Johnston before she sadly passed last year, and it was lovely to see the Professor speaking at the event.” The event was organised by a committee who represent a cross section of the industry: Jeremy Waud (Incentive FM Group); David Sharp (International Workplace); Cathy Hayward (Magenta); and Nick Atherton (Morphose). It was promoted by City Sports Management Ltd. Jeremy Waud, Managing Director at Incentive FM Group, explains: “The idea was to build on the success of the 2014 event and hold an industry‐wide fun, black tie evening in London without a direct affiliation to any other industry trade bodies or media organisa- tions. There were no event sponsors – this was an event held by the industry, for the industry and its chosen charity. It was great to see the main players in the industry attending – com- bining the youngsters and senior members of the industry.”

Page 8 Page 9 Port of Dover News

It’s hard to believe that we are already half way through our summer season at Dover Cruise. As one of the newest and most unusual contracts for IFM, the first 6 months have been interesting and complex as we get to grips with new practices, regulations, security measures and complicated staffing.

Making this update is a great opportunity with Disney expectations which many for me to thank the team in HR/Payroll for would regard as ‘world class.” all their support over recent months, August promises to be another busy despite the endless queries and paperwork month with a further 20 ships scheduled, generated by so many TUPE transfers and including the third visit of the Disney Magic ongoing recruitment. and a special guest appearance to Dover by As the season has progressed, ship the world’s largest Wooden Sailing Ship the numbers (and sizes) have increased, culmi- “Gotheberg” to celebrate the Port of nating in the arrival of our most prestigious Dover community regatta over the late customer the “Disney Magic” on July 10th August bank holiday weekend. with 2400 passengers and all the fun of a Disney event. A long and exhausting day for all concerned but smiles all round and as usual a very successful outcome, thanks to the hard work and dedication of the whole team. Disney’s second visit on July 22nd saw Terminal 1 play host to some very special guests including two princesses (Arna and Elsa from Frozen) and a real life Baron - Lord Sterling. With baggage handlers moving in excess of 10,000 items of luggage dur- complete operations 30 minutes ahead of Bruce McDonnall, Managing ing the day, it was a herculean task, but schedule. “The team have shown that Director Incentive FM the dedicated IFM team still managed to they can deliver a guest experience in line

Page 10 Living Wage and Mental Health

Incentive FM Group, the leading Foundation confirms that the Incentive FM as a Recognised Service Provider. The Group Group meets the standards of good prac- has also pledged to raise the Living Wage independent facilities tice set by Citizens UK, an independent paid to its staff in line with any increase management company, has body which set up the Living Wage in announced by the GLA/CRSP, within six been accredited as a Living 2001. The Living Wage is calculated by the months of such an announcement. GLA in London and the Centre for Wage Provider, formalising the Research in Social Policy (CRSP), against the company’s ongoing basic cost of living in the UK. Currently it is commitment to paying the £9.15 in London and £7.85 in the rest of the country. employees that work within its Martin Reed, Managing Director, central team, the National Living Incentive FM Group, commented: “We are Wage as a minimum. very pleased to be recognised by the Living Wage Foundation for showing leadership Incentive FM Group will also be providing a on this issue. We have over 2000 staff Living Wage option for all existing clients to across the business and we believe that consider for contract staff and also for all every one of them deserves to receive a new business tenders. salary that reflects the real cost of living in We have over 2000 staff across the the UK. We recognise there are challenges business and we believe that every one of for our clients on this journey but we are them deserves to receive a salary that working closely with them to help identify reflects the real cost of living in the UK. efficient solutions.” Martin Reed, Incentive FM Group The award of the title of Recognised Incentive FM Group is now listed on the Managing Director Service Provider by the Living Wage Living Wage website www.livingwage.org.uk

Incentive’s team at St were taught how to recognise when a per- Vicky Anderson, Assistant Manager son might be thinking about suicide and Hull Services, Hull & East Yorkshire Mind, Stephen’s Shopping Centre in how to respond to a suicide first aid situa- commented: “When you're experiencing a Hull took part in a successful tion. mental health problem, supportive and reli- After receiving positive feedback from able information can change your life. We pilot scheme ahead of a participating employees at St Stephen’s, are delighted to partner with Incentive FM national roll-out across other Incentive FM will now ensure the training is to deliver training to the company’s locations managed by the delivered to its staff at other locations employees, many of who are in regular across the UK. contact with members of the public.” company. This latest community-based project Bruce McDonnell, Managing Director follows on from a joint national initiative at Incentive FM, added: “One in four peo- Vicky Anderson, Assistant Manager Hull with charity Guide Dogs to ensure blind ple suffers from mental health problems. Services, Hull & East Yorkshire Mind com- Whilst providing vital services in key public mented: “We are delighted to partner with locations across the UK, our workforce Incentive FM to deliver training to the com- comes into contact with hundreds of thou- pany’s employees, many of who are in reg- sands of people on a daily basis. Therefore, ular contact with members of the public”. we wanted to ensure that our employees The company says it was looking for a are equipped with valuable skills that can way to assist its employees who may come make a real difference to people in need.” into contact with someone who has thoughts of suicide. The training course, and partially sighted people can safely delivered by Hull & East Yorkshire Mind, enjoy trips to Incentive FM-managed shop- provided team members at St Stephen’s ping centres. As a part of that project, staff with a clear model for suicide intervention underwent training to learn about appro- and the confidence to use this when priate levels of assistance and potential needed. As a part of the training, staff onsite hazards.

Page 11 Incentive FM Rugby Finals

It was a pleasure to again be players were sin binned managed to come The highlight of the day was of course out convincing winners by 12 points to 3. the Incentive FM final between asked to attend the Surrey They also had one of their highly vocal off the Guildford RFC and KCS Old Boys, which Rugby Club finals day and to field officials Red carded – it clearly all goes on proved to be another close encounter with in South London! much pride at stake. Very much a game of help present the trophies The second match was a close and some- two halves, KCS were 19-0 up at half time alongside Surrey Chairman what bad tempered affair in the Surrey Cup having crossed the line to score three times. John Raywood. Shield between Battersea Ironsides and The appreciative crowd were in for a roller Camberley. Battersea arrived fresh from a vic- coaster second half however, as Guildford torious outing at Twickenham the day before clocked up the points including a converted The finals were held for the second year run- where they won the RFU Junior Vase. Clearly penalty try at the death to draw 19-19. An ning at the extensive facilities of RFC. this South London team have great strength unusual occurrence, as extra time was called The first match of the day saw Reigate RFC in depth as a quite different team was fielded for to settle this clash of the Surrey RFU giants take on Merton RFC in the . for this encounter with Camberley and they – after 8 minutes of extra time Guildford Merton proved to be the more tenacious of come out on top in this tussle with an even- Captain Jarred Adam converted a penalty the two teams and even after two of their tual score line of 26 points to 20. from 45 metres to seal the win.

Page 12 BEACH London RUGBY Beach Rugby LONDON Once again Incentive FM sunshine. The tournament has now grown ted against a strong group including Jones considerably since its inception two years Lang LaSalle, CBRE, EY and Knight Frank. entered a team into the ago, with 24 teams entered in 2015 across Despite some great performances and London Beach Rugby property, law and financial services. close results (only losing by one try in two Between games, spectators and play- games), we were unable to progress tournament, held in the heart ers were treated to the dancing skills of through to the knock out rounds. of the City in Finsbury Square. the London Cheerleaders, who this year Thank you to all those who came down just so happened to be sponsored by to support - despite the results, a great day This new, central location ensured large Incentive FM. was had by all. With a year’s more experi- crowds gathered throughout the day to Our team comprised both site based ence under our belts, hopefully 2016 will watch the sporting action in the bright July and head office personnel, who were pit- be our year…

Back (LtoR) Rob Cundey, Shaun Wall, Mark Assenti, Alex Lampe, David Strafford Front (LtoR) Jamie Wright, Nathan Firouzman, Dan Lewis, Bob Jansen

Page 13 2015 We were again lucky to be able to take a number of good friends and clients with us to Gleneagles for our annual Gleneagles camping out in the glorious rolling hills of Perthshire.

The history of our involvement with Carragher from Land Securities and Kevin performances with the Waud’s doing close Gleneagles goes back to the early days of Sensier of Capita all made return visits. Tour battle on day one and Charles Waud coming Incentive when we specialised in the mainte- debutants were Ben Hill of Broadgate Estates out on top over the combination of Kings and nance of hotels and we looked after the entire and Charles Waud who skilfully was waiting in PGA course rounds, winning by five points Gleneagles estate as well as the Scotsman and the wings for a late call up! from Bill Pollard and six points from his father. Balmoral Hotels in Edinburgh. We still have The second group of staff and friends was Ben Hill can away with the coveted ‘Brown many friends at Gleneagles including the hosted by Martin Reed, Bruce McDonnell and Garter’ in last place, but had the longest laugh Managing Director, Finance Director and Food Glenn Wilson. On the client front we wel- winning the sweepstake and accordingly driv- and Beverage Director, all of whom we comed Malcolm Angus from JLL, Chris ing south with Scottish notes in his back worked with prior to buying our time share Denness from Covent Garden, Mark Punton pocket. week at Glenmor which we look forward to from Dover Harbour Board, and industry The overall Incentive FM Team Trophy using each June. friends Lance Flor and Chris Windass. stays in Scotland and returns to Malcolm This year’s group one of visitors was Incidentally some of this team proved their Angus from the second group, who with 37 hosted by Jeremy Waud and Bill Pollard and skills in the art of beer pong rather than golf points narrowly edged out Glenn Wilson. included friends old and new. Gary Yardley of this time around. There is a very strong rumour that Malcom is Capco, John Prestwich of CBRE, James The first group witnessed some spirited having a severe handicap review for next year!

Page 14 New Staff

Adam Coley- John Mansfield Prior to me embarking upon my current Wybraniec Control Room Manager facilities management career spanning Business some 15 years now, I completed 24 year’s Development service with the Army in the Corps of Royal Manager Engineers completing tours in Germany and Adam has recently the UK including Northern Ireland. Initially joined the Incentive FM trained in fabrication engineering, my mili- team as a Business tary career also included roles in logistics, Development Manager to support Bruce project management, training and health & with attracting new business. Having spent safety. All-in-all, a good foundation to 9 years serving in the Police in Hertfordshire I have worked in the Security industry for 21 embark upon a career in facilities manage- he has developed a number of invaluable years, in a variety of roles including, ment! skills which will help build relationships with National and London based control rooms, Having chosen to join a progressive potential clients. He has thrown himself key holding and alarm response services, business such as Incentive, I’m looking for- into getting to know the IFM way and is major account management, event security ward to developing the relationship with now ready to go out and attract new and incident response and management. the Somerset House Trust, whilst bring a clients, [although he does need to go out I have joined Incentive Lynx from run- wealth of experience to Incentive FM hav- and buy some golf clubs now.] ning the security team at Paternoster ing fulfilled a successful career as service Square in the city of London, employed by provider, managing agent and client. Eugene Jonas another security company on behalf of Account Manager Broadgate Estates. Tom Von Speyr Incentive Lynx Security Lynx Security Senior Account Manager Stephen Bursi Senior Facilities Manager Somerset House I’m pleased to have been given this unique oppor- tunity to join Incentive FM being responsible for the operational deliv- Working career started in the South African ery of services at the historic Somerset I joined on 1st June as a Senior Account Defence Force where I initially trained as a House. What I bring specifically to Manager. My background has been in the Combat Medic, and spent some time in the Somerset House is the 7 years of relevant Security Industry since 2004 and I previously South African Police. Once I left the Armed experience gained having been employed was a Regional Manager for a national Services I started working in Security to by the City of London Corporation. In my security provider looking after a portfolio fund my studies. I then spent most of the role as the Assistant Director / Guildhall that included a number of Ports and 90s working on security contracts in Africa. Manager, my primary responsibility was for Nuclear facilities. I have a degree in I retrained as a Commercial Pilot in South the management and delivery of facilities Business Studies and a number of industry Africa and left SA in the late 90s and trav- services and property management for the qualifications including a NVQ in Security elled a bit before settling in Mexico. Corporation’s historic Guildhall complex Risk Management; I am looking after a After I left Mexico I moved to London and Walbrook Wharf. For both sites, facili- number of prestigious sites in the City as and started working in Security again to ties services were provided by an in-house well as Green Park in Reading. fund my lifestyle while completing the team supported by a range of service changeover from a SA Comm License to a providers spanning both hard and soft serv- Victoria Shelley- JAA ATPL. Financial considerations meant ices. In addition, I contributed towards the Incentive FM, Health, that my career as an airline pilot did not shaping of the strategic approach towards Safety, Quality and really take off (pun intended). I completed a facilities and property management within Environmental BSc degree with design engineering and the Corporation. Manager nano-technology and started working at Before joining the Corporation, of the 8 Victoria is a Chartered Alexandra Palace as Assistant Manager. I years I served with Interserve, for a few health and safety pro- joined SecuriGroup as an Area Manager months before joining the Corporation, I fessional, experienced looking after all the AXA accounts in was Account Manager for the Department in a variety of sectors, including; facilities as well as a number of other cor- of Health contract. Previous to this appoint- management, construction, retail and man- porate and event accounts. I worked for ment, I held a number of managerial roles ufacturing. Managing the health, safety, them until I joined Incentive-Lynx in May of for the delivery of extensive services to the environmental and quality impacts for mul- this year. Metropolitan Police Service estate and its tiple commercial businesses, Victoria deliv- specific departments. Many of these serv- ers a client focused approach to risk man- ices were unique and particularly challeng- agement solutions through risk assessment, ing, with success being recognised from policy and procedural development and achieving significant contract extensions internal auditing. and new contract award.

Page 15 Charity Clay Pigeon Shoot

Incentive FM Group's annual clay pigeon similar abilities. “Yet again, the charity clay pigeon shoot shoot raised thousands of pounds for the After “judicious” handicapping of the more was a fantastic and fun event are we are David Sheldrick Wildlife Orphan Trust. experienced teams, the winning team on thrilled to have raised £9,000 for The David The event was held at the Horne Clay the day was from Incentive Lynx Security and Sheldrick Wildlife Trust, which is a very wor- Pigeon Club in Reigate, Surrey, and also the High Gun individual award was shared thy cause. The money will make a real differ- included a charity auction. Twelve teams (60 by Martin Reed, Incentive FM Group MD, ence when it comes to protecting and pre- guns) entered, with each ranked at Regular, and Robin Booker of Morphose on 28 out of serving endangered species across Africa, Occasional and Novice standards, allowing 36 clays in the twelve stand competition. including elephants and black rhino.” individuals to compete against people of Incentive FM Chairman Jeremy Waud said:

Page 16 Page 17 Around the Park

Andrew Chapman Wedding St Stephen's Shopping Centre

We had a traditional church wedding; the weather was fantastic the evening reception at the Castle was amazing. All our family and friends who celebrated the day with us truly made it a day to remem- ber! The picture attached is from our honeymoon in Riviera Maya, Mexico which was an amazing experience. We zip-lined through the Jungle, rafted through underwater caves, swam with dolphins and went crazy in Coco Bongo’s!!

Lynx Security Charity News Champion As mentioned in the monthly meeting, Mark has provided an M&S voucher for of the Year Maxine Merritt in recognition of being nominated as officer of the month for her Nikki North receiving her recognition from Martin efforts with manning reception during a Reed on the right (IFM Group MD) and Glenn period were the regular reception team Wilson (Northern Regional Director) for being the incurred problems covering: Northern Region CSR Charity Champion for IFM Maxine has received a number of com- year 2014/15. pliments from both Broadgate Estates and the occupiers at 1 Poultry in recent months. Attached is Maxine being presented her voucher by Paul Moore (Property and Church Square Engineering Manager) Rob Woods (Cleaning Manager Church Square Paul added: It was a pleasure to pres- Shopping Centre) and Colin Duggan (Security ent Maxine with her award. She epito- Manager Church Square Shopping Centre) mises the phrase "going the extra mile". receiving their recognition from Martin Reed She takes ownership of the reception area (Incentive FM Group Managing Director) and and is a credit to Incentive Lynx in particu- Glenn Wilson (Northern Regional Director) for lar and the Security industry in General. outstanding CSR Charity Contributions within the northern region for Incentive FM year 2014/15. On the photo from left to right:- Glenn Wilson, Rob Woods, Colin Duggan, and Martin Reed. Go-karting Friars Square entered the first go-cart race in Aylesbury and got a 3rd place in our category, 23 carts entered for the time trials located in the local park which was a great day out, we are already designing next year’s entries.

Page 18 New arrivals Welcome to Incentive FM and St Stephens Shopping Centre

Aaron Illingworth – Apprentice Security Mollie North – Housekeeper Karla Hance – Housekeeper Frederick Robert Cox Jessica Fewster – Housekeeper Simon Cox, Security Manager at 160 Queen Victoria Street welcomed his first child Frederick Robert Cox, born on Friday Incentive FM employees out and 3rd July at 14.45hrs weighing 7lb 4. “Looks World FM Day about celebrating world FM Day. like his mother, appetite like his father and he is amazing at keeping me up.”

Frank James Foudy Frank James Foudy who really couldn’t wait to meet his parents, So much so he turned up 8 weeks early! Frank was born 25/02/2015 at 4:41 pm weighing 4lb 3oz. Everyone is doing well and Mike is back to work albeit a little more tired these days!

Page 19 And Finally...

Our Vision: Incentive FM Group is a business that combines youthful enthusiasm with solid experience and employees can expect to work in an environment that is creative, sociable, hardworking and fun. The core values of the business are integrity, respect and loyalty and these underpin every single activity, both internally and externally.

Our Company: a diverse range of integrated services

workspace

fm group limited

fm consultancy carbon management

Incentive FM Group Limited 44 Loman Street Incentive FM Group is one of the UK’s The Group regularly helps clients save London leading independent facilities management 20% from their facilities and SE1 0EH and services groups which offers customers maintenance costs. Its unique ‘profit a full range of self delivered, tailored share’ proposition, which is based on solutions covering any permutation of achieved cost savings, guarantees consultancy, TFM, integrated FM, single customers a risk free solution and an Tel: 0845 1477 121 service and bundled services. ability to maximise savings opportunities. www.incentive-fm.com It prides itself in its strong relationships It consists of: Incentive FM, the specialist with customers which include: Colgate- facilities management trading division which Palmolive, Broadgate Estates, Somerset also incorporates Incentive FM Consultancy House, Pall Europe Ltd, Cushman & and Incentive Catering; Incentive QAS, the Wakefield, Capital & Counties, Top Right contract cleaning division; and Incentive Group, Jones Lang LaSalle, and Lynx Security, which offers a full range of Hammerson. core security services.

Page 20