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 London 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.