Upstream The Newsletter of Incentive FM Group

Summer/Autumn August 2014

Inside This Issue Round Table Event TWO ICONIC NEW SITES Group Wins & Consultancy In this issue we are delighted to report not Health & Safety News one but two pieces of significant new busi- ness for the group. Incentive Facilities Group Wins Management recently won, and has started Social Media work, at Somerset House in London’s Strand. This building dates back to 1547 Gleneagles when it was a palace for the Duke of Somerset. It was rebuilt as we know it today Management Development in the late 1700’s and has had a variety of Government occupiers including the Navy Welcome to the Board and Admiral Nelson for his August 2014 edition Headquarters and, more recently, it was the of the Incentive FM Head office of the Inland Revenue. The Group Newsletter, building which is next to the Thames by Waterloo Bridge is in the custody of The Upstream. We hope Somerset House Trust, which is empowered you enjoy reading our by the Government to operate it to gener- news and views. ate money for the perpetual upkeep of the beautiful and expansive buildings. Incentive FM is providing a wide range of services encompassing building repairs and mainte- nance, cleaning and support services. Our work extends to around one hundred ten- ants who rent space in the buildings as well. On the security front, earlier this year Incentive Lynx was successful in winning the tender for The Leadenhall Building at 122 Leadenhall Street in London – affectionately referred to by others as ‘The Cheesegrater’. The building is a joint venture between British Land and Oxford Properties. The 736ft (224m) high iconic office tower pro- vides 610,000 sq ft of lettable floor space over 46 floors, and was fully let when it opened in July as it is in the middle of the insurance market heartland. We have 35 security guards allocated to looking after the landlord’s areas of the development.

fm group limited From Jeremy’s point of view What does Success look like?

I often ponder on just how our style is for everyone, most definitely and can achieve long term mutual goals not, but for staff who care, who want to and not be caught in the revolving door of well we are doing at Incentive succeed and don’t mind hard work with tendering which seems all too prevalent for FM Group and am continually some fun along the way, then we are the some. In the past two years Incentive right fit. For our clients it is the same Facilities Management Ltd has achieved the looking at ways of improving approach – I feel strongly that we should rare and impressive distinction of only los- the quality of what it does, be very close to our clients and be respon- ing one client. This is a very high standard how it does it and finding sive, passionate and fun in our pursuit of of retention that we should continue to providing a first class value for money serv- aspire to. more people to do it for. ice. This should be achieved whilst applying Over the past eighteen months we our moral objectives of Honesty, Integrity have run our slide rule over several service People often tell me that to have built our and Respect. businesses as acquisition targets, mainly in nearly £50 million business in just twelve the catering sector, but sadly all of these years is a fantastic achievement. This is The Big the Bad and the Ugly came to nothing in the end. It seems that both generous and well received but in We compete day in and day out with the the expectations of sellers are frequently honesty we cannot afford to take our foot Billion Pound brigade when tendering for unrealistic when cashing in good quality of the accelerator for a second. work and to be honest, we have very little businesses (and we are not interested in fear of their offer over ours. The reason for ones in intensive care!). As a result we will The Best People this goes back to my first point about peo- continue along our route of organic My view continues to be that in the ple - you either have the people the clients growth and business development, as we Facilities Management, Security, Cleaning want to work with or you don’t. When it have largely done for the past twelve years, and FM Consultancy business – the key ele- comes to price, if contractors large or small looking after our evolving client base and ment is to have and keep the very best staff are stupid enough to believe that they can talented staff pool as we go. in the market. We try really hard here and really make money and deliver a service I hope that sounds like continued suc- everything else we do around the best staff with management fees or gross profit cess to you? in terms of innovative practice, best use of charges of 8% and less, then I suggest they technology, marketing and business devel- get on with it, that’s not our market. opment are just the icing on the cake. Our Experience generally dictates that the cus- business really is all about people and we tomers caught up in this spiral of commer- now have 1,700 staff directly employed on cial kidology are almost exclusively dissatis- our books. fied with the service they are buying. Is this what success looks like? Surely not. Our Culture Culture was once described to me as ‘the Our Future way we do things around here’. I like that We plan to do more of the same, expand- and at Incentive we have a very strong and ing and improving whenever and wherever individual culture that sets us apart from we can. We will continue to pick our busi- other employers and of course our compe- ness opportunities and clients carefully, so Jeremy Waud, tition. This is not to say that our culture and that we are confident we are a good match Incentive FM Group Chairman

Page 2 New Social Staff Media @IncentiveFM – We are social…follow us on twitter

Jason Matthews – FM managing the presti- Incentive FM, gious Covent Garden Regional Director contract. His ability to Jason is a highly maintain strategic rela- focused, enthusiastic, tionships with key stake- passionate and com- holders, whilst remaining mercially aware serv- balanced and able to ice professional. He plan and respond for all Social media, when used strategically has a strong technical eventualities, serves him well in such a com- over time, is arguably the most power- background and a plex and intensive contract. ful form of marketing and market demonstrable record research the world has ever seen. of success with major FM providers, includ- Mark Telford – Incentive Lynx Security, When used correctly, it is a great tool for ing Norland and Mitie. Associate Director – Operations intelligent marketing towards smart peo- He has extensive experience and skills in Mark spent six years ple. Brands and service providers like us can the Managed Services and Critical Plant serving as a Royal build very good relationships with cus- environment and has worked in a variety of Marine Commando tomers and ‘fans’. roles that have included Service Manager, before entering the The art with social media, especially in Key Account Manager, and Area General private security indus- the FM industry which is fairly unsexy to say Manager in many client sectors. try in 1996. He has the least, is we believe, to involve the right overseen commercial people, so the right debates can be had. Simon Morrison – Incentive FM, security services contracts in Australia, Social media has changed the pace, Regional Manager Cyprus and England during his 18-year scale, and cost of communication. You can After three years as career. Most recently he was responsible for send more messages to more people, more Contract General the management of key accounts in Central quickly and more cheaply, than ever in his- Manager at Covent London for a national security services tory. Social media, especially twitter and Garden, Simon has provider. Facebook allow us to show customers that recently changed posi- Operations Director, Raj Pradhan, com- we are on the ball, that we can be trusted tions at Incentive, tak- mented: “Mark has an excellent reputation and that we know our stuff. ing up the role as in our industry and I am looking forward to The biggest factor that kills business Regional Manager. working with him. We have exciting new conversions is lack of trust and belief. Social Simon joined us projects such as The Leadenhall Building media gives an awesomely efficient, cheap, after a successful that will benefit from his experience and and effective way to build that trust — pro- period running the Xscape ski centre in knowledge.” vided, of course, that we are as good as we Milton Keynes. His venue experience has should be to begin with. (Social media also proved invaluable in developing a visitor Tammy Grubert – Incentive QAS, does a fantastic job of exposing lousy serv- focussed management style with particular Area Supervisor ice, poor practices, and bad products, emphasis on customer experience. Tammy has joined us as an area supervisor accordingly it needs to be used with care as supporting Ross Richardson in managing well as creativity.) Claire Rumsey – Incentive FM, some of our London contracts. Tammy has We now have 750 followers on twitter Regional Manager a wealth of experience in the cleaning and some of our recent supporting info- Claire is our new industry and is a BICSc trainer. graphic material is seen here following a appointment joining recent retail service delivery campaign. Incentive FM in early Nicholas Sharman – Incentive QAS, Why not follow us? 2014 as Regional Team Leader Manager, specifically Nicholas has joined us to lead the team at looking after the Pall Lockheed Martin in Ampthill. He has Manufacturing (UK) Ltd already made a significant impact to this sites. Claire is a process contract and will continue to do so with the driven individual who support of Barbara Brown. strives to improve and implement robust systems to ensure high Vilma McDaid – Incentive QAS, levels of service and delivery to the quality Site Manager standard expected by the client. Vilma has recently joined Incentive QAS, managing the Royal Shakespeare Company Kit Lennard – Incentive FM, contract in Stratford-upon-Avon. Vilma has General Facilities Manager worked for Emprise and other cleaning Kit is a highly experienced multi-tenant, providers in the past and brings a vast mixed use scheme General Facilities wealth of experience to our organisation. Manager. He has specific experience in She will be responsible for the day-to-day managing destination venues including St running of the Stratford site. Katherine Docks and now with Incentive

Page 3 The Retail Lease Time Bomb This year’s Incentive FM retail The panel raised their concerns that who were committed to nurturing the many landlords have squeezed the service investment. However by 2006 many of the roundtable addressed charge over the past few years in order to secondary shopping centres have been concerns that many keep costs down. This was viewed as short flipped several times and when the reces- termism, which had only delayed the need sion hit they were left in the hands of peo- traditional long leases signed for essential works in many cases. As a ple who had hoped to make a fast buck by retailers in the 80s and 90s result the panel agreed that in most cases and had absolutely no experience in the are due to come to an end service charges are likely to rise to address sector.” these issues. within the next 2 years. It was felt that there was a lack of strat- Is it all bad news? egy by managing agents regarding the serv- Some members of the panel were more Figures from the IPD and Data suggest this ice charge element and that what most optimistic than others: could push retailer vacancy rates above retailers really needed was a reassurance “We are beginning to see a slight 50% by 2017 and the panel was asked to that there would be no unforeseen spikes improvement with some competition consider the credibility of this claim and or unexpected demands. This would require for units in shopping centres that are look at ways of mitigating the issues. better forecasting and benchmarking. doing well,” Richard Phillips “What you get for your money from John Prestwich of CBRE supported this Attendees: your service provider massively varies view. • John Prestwich, CBRE and the key is to empower the Centre “According to CBRE Retail Research, if • Richard Philips, Ashdown Phillips Manager to manage this.” Mark we compare Chain branch changes • Mark Williams, Hark Group Robinson. between 2012 with 2013 there are • Martin Reed, Incentive FM One opportunity for increased efficiency some positive signs. According to • Mark Robinson, Ellandi LLP was identified by Martin Reed. national retail occupation figures the • Jeremy Waud, Incentive FM Group, Chair “Greater efficiency could be achieved amount of floor space let is up 0.71% • Annabel Dixon, Estates Gazette and the overall cost of occupancy for retail, 2.37% for catering and 2.47% • Martin Read, FM World reduced through a more joined up use for leisure.” John Prestwich of resources. For example tenants in a Below are the key highlights of the discus- shopping centre could make better use How do landlords cope with sion. of the cleaning and maintenance serv- ‘struggling’ retailers? ices that already exist in a centre, that Landlords are cautious when it comes to How serious is this? they already contribute to through pleas from ‘struggling’ retailers to drop the The main conclusion of the panel was that service charge, by using them on tenant rents, despite the fact they are contractually there will be a huge readjustment in the demise.” Martin Reed, Incentive FM. binding. Many of the panel have had expe- retail landscape but that it is unlikely to be rience of being bullied by advisors who saw the Armageddon that has been reported. It What other issues are cause this area as an easy way of saving money, was felt that there won’t be 50% vacancy for concern? although were happy to speak directly to rates but landlords will have to change their The panel calculated that there are around the retailer involved. It was felt that due to expectations with regard to the level of 850 shopping centres in the UK of which the amount of vacant property within sec- rents and length of leases. This has already only 50 can be viewed as ‘prime.’ The other ondary shopping centres then good retail happened in some secondary shopping 800 represent the vast majority of retail chains certainly had the power in any centres where landlords and managing space in the UK and are facing fundamental rent/lease negotiations. agents have had to be increasingly flexible issues such as ‘are the centres fit for pur- and accept that long leases are the thing of pose’ and do they serve the needs of the Are there more creative management the past. The panel agreed that 5 years is community. measures for shopping centres? likely to be the norm moving forward and The panel estimated that there is One model discussed by the panel was that that rent reviews/comparison rents are a around 30% excess of retail space currently of shared centre management between say thing of the past and it will be about indi- in the UK with some locations simply having two different smaller centres as has been vidual rent negotiations moving forward; too many shops. seen of late, presumably as an economic “The result won’t be 50% vacant retail Mark Williams: “Another issue is when measure. The landlord response to this units but could easily be 50% rent the borrower is under water, but the model was muted, citing false economies in reduction,” Mark Williams. lender is unable to take a role in the properly managing the asset. Jeremy Waud, management of the centre for legal at Incentive FM, suggested that whilst he How will this affect the service charge? reasons. This results in Zombie had no strong view, he would rather see a This brought the discussion round to the Landlords – unable to fund the capital well paid, effective and motivated manager service charge element and raised the ques- required to improve their asset and so spending 50% of his time constructively tion – if the landlord now has to deliver the they are barely ticking over, providing looking after a centre as opposed to a less same product for less money, what can the no management at all.” effective, less well paid individual allocating managing agent do to make life easier? It Mark Robinson: In the UK we have 100% of his time to the issues of the centre. was agreed that retailers don’t really differ- ended up with a lot of inept landlords. Prior What is the view of town centre regen- entiate between the rent and the service to 2006 shopping centres were generally eration issues as identified in the Portas charge – for them it is just a cost that has to owned by institution’s or pension funds report? be paid.

Page 4 The general view of the panel was that Roundtable Group local Authorities need to take a much more active role in driving the opportunities for fresh uses and investment into the high street. Old and unwanted retail property may well need to be refocused to residential and this in itself acknowledges the ageing population and the opportunity for residen- tial property to be closer to its community and services - library, post office and local shops etc. The balance of shops may also need to change to recognise greater demand for food and leisure as opposed to traditional lines which are now more com- monly serviced through internet sales chan- nels. Better planning, development and parking regimes can further aid the regen- eration of the high street and allow the trader in this environment to compete more readily with out of town offers.

What about Click and Collect? This much debated sales channel drew interesting debate and the example of the Meadowhall Centre concept of a ‘click and Mark Williams Anabel Dixon collect’ dedicated area which may feature designated parking, changing rooms and the ability to receive and return multi retailer products and goods through one location was discussed. The summary conclusion of the assembled company was that a retailer knows his product and customers and so is best placed to offer this service - hence this concept, whilst fresh is probably flawed from the offset. Martin Reed John Prestwich How important is the Customer retail experience? The panel thought that whilst lower costs and clever ideas are all well and good in the retail environment, ultimately the shopping centre visit should be a pleasurable experi- ence and customer service should not be sacrificed at the expense of trying to oper- ate at a lower cost base. Money is needed Jeremy Waud Martin Read to invest in both building fabric and repairs, as well as a good quality of environment and service if the customer is to get what they are really after, and the landlord can consider he has a scheme of value.

Conclusion There is no doubt that rents will adjust down – maybe as much as 50%. This will be a painful process but once the burn off has been completed the result will be a Mark Robinson Richard Phillips more stable sector with a very good out- look.

Page 5 New Group Contract Wins

mechanical and electrical services. The 50 strong facilities management team will transfer to Incentive FM under TUPE. Martin Reed, Managing Director of Incentive FM, said: “Our solutions for shop- ping centres deliver benefits through a Incentive FM adds key contract to fast more efficient use of staff, innovative tech- growing Shopping Centre portfolio nology and the streamlining of invoicing Incentive FM, the leading independent and accountancy procedures. This is facilities management company, has fur- designed to add up to a lower total acquisi- ther extended its relationship with property tion cost for the Shopping Centre and management company Jones Lang LaSalle, accordingly, their retailers. As a result our after having been awarded a million pound portfolio of shopping centres is growing contract for Middleton Grange Shopping steadily as property managers such as Centre in Hartlepool. Jones Lang LaSalle start to see the results we deliver.”

Broadgate Estates chooses Incentive Lynx for iconic new London development Broadgate Estates, who are responsible for managing some of the UK’s most presti- gious buildings, has awarded a contract to Incentive Lynx Security to provide security Middleton Grange Shopping Centre services at The Leadenhall Building, located covers an area of over 550,000 square feet in the heart of the City of London. The con- and contains 140 stores, including some of tract follows a competitive tender and will the leading names on the UK high street, commence on the building’s completion. as well as an indoor market. It has a car Under the terms of the 3-year deal park with 1,200 spaces. The centre prides Incentive Lynx, part of the Incentive FM itself in delivering ‘a good day out’ and Group, will provide The Leadenhall Building Mark Rycraft was recently awarded ‘Centre with a full range of services including build- Manager of the Year’ at the SCEPTRE ing security management, front of house awards (read more on page 18). security, Control Room and CCTV monitor- Under the terms of the million pound ing, vehicle access and goods-in. A team of deal, Incentive FM will provide a Total FM around 35 personnel will operate the con- solution at the centre including responsibil- tract 24/7. ity for all security, cleaning, waste, and The Leadenhall Building is a joint ven- ture between British Land and Oxford Properties. It provides the ultimate in flexi- bility of accommodation, and the spectacu- lar scale of the seven-storey high land- scaped galleria at ground level is unprece- dented in London. Once completed the 736ft (224m) high iconic office tower will offer 610,000 sq ft of lettable floor space over 46 floors. Craig Pickard, Managing Director at Incentive Lynx Security, said: ‘This is the City of London’s most iconic new development and has already attracted prestigious occu- piers and visitors from all over the world. We recognise the high levels of innovation and service that are required to ensure a

Page 6 and levels of invest- ment would be appropriate. The experience of the Liverpool project has been invaluable for this interesting and challenging assign- ment.

Meadowhall Shopping Centre We carried out work for British Land after receiving a recommendation from Munroe K, who work extensively for the company. The project involved a full retender of the world class experience and have the skills experience is delivered every day”. existing facilities management contract for and experience to deliver it.” Martin Reed, Managing Director at one of the country’s largest shopping cen- Angelo Christou, Client Services Incentive FM said: “This contract forms tres. Jeremy Waud and Jessica Strawbridge Director at Broadgate Estates, said: “Our another part of the exciting portfolio of led the project which included a large scale objective has been to select service partners iconic destination properties that the who will work together at The Leadenhall Incentive FM Group provide service and Building as one team, engaging with each support to which include: The Covent other and our occupiers to deliver a world Garden Estate; The Royal Shakespeare class service. We are pleased to be working Theatre; and Liverpool Football Club. with Incentive Lynx Security on this new and exciting project.” Incentive QAS have cleaned up another Ventia Property Somerset House Trust contracts Incentive QAS has been successful in secur- Incentive FM to help deliver outstand- ing another Ventia property following the ing support services fantastic work carried out at its office in Incentive FM, the leading independent FM Henrietta St. near Covent Garden in documentation process and the develop- business, has been awarded a new three London. Ventia provides fully serviced ment of a bespoke suite of costing models. year contract at Somerset House, the major office accommodation for tenants. It’s Appropriately sized and skilled companies arts and cultural centre located in London’s great to see the business growing organi- were interviewed, prequalified and evalu- West End. cally and we hope to secure a much larger ated before selecting four companies to The estate is run by Somerset House proportion of Ventia’s serviced office port- bid. At the end of a creative and open Trust which was established in July 1997 to folio in the near future. process that involved front line facilities conserve and develop the Grade 1 listed staff from all disciplines scoring one section estates and open the spaces to the public. Huntsman Advanced Materials of the tender, the managing agent for the The site has been transformed into an Renewal scheme was recommended for the con- exciting mixed-use space which includes Huntsman Advanced Materials has tract. Smith Young has subsequently been exhibition, event, office and retail facilities. renewed its contract with Incentive QAS for appointed by the client to deliver the facili- Under the terms of the deal, Incentive a further year. It’s very rare to have such a ties services alongside its existing wide- FM will provide cleaning and maintenance long-standing client relationship, so it’s a ranging site management brief. Incentive services to support the Trust and its ten- credit to our team that have kept our client FM Consultancy is continuing to help the ants, as well the many and varied events happy and supportive for the duration of team on site with on-going evaluation, that take place on site. These events this contract. service challenge and development, and include an open-air cinema season, gigs, quality monitoring. exhibitions and the world-famous court- Glasgow Rangers yard ice rink running through the winter We were approached by the Operations St Ann’s Shopping Centre – Harrow months. Director at Glasgow Rangers to visit them The Incentive FM relationship with JLL con- Paul Catlow, Director of Estates at and carry out a wide-ranging review of the tinues to develop based on a foundation of Somerset House Trust said: “The Incentive facilities management operation, much in our teams providing first class service in all FM team clearly shows the drive, enthusi- the same way we have done for Liverpool of the contracts we run for them. St Ann’s asm and experience to run a dynamic Football Club, where the recommendation in Harrow is a 285,000 sq ft town centre building like Somerset House and will pro- emanated from. We are two months into scheme which includes a dynamic retail mix vide a valuable contribution to the Trust’s the project and are helping the senior team and the largest food court of any centre we mission of ensuring an outstanding visitor identify areas where alternative approaches are involved in.

Page 7 Leadership Development Programme

2014 sees the start of a new round of Leadership and Management training across the Incentive FM Group, with managers from Incentive FM, Incentive Lynx Security and Incentive QAS starting their programmes in the Spring.

Once again, both the Leadership and Management programmes will be formed around three two-day modules focusing around the UNDERSTAND, DEVELOP, DELIVER principle. The feedback on the first round of modules has been outstanding, as it was last year, Simon and Baz continue to deliver engaging and informative training to our key staff. But what are the results? The first three cohorts who attended in 2013 are using their new skills and knowledge to further improve both individual and contract per- formance, and the results for the business are tangible. Many of the managers who attended the first round of development courses have moved on in their career. Rob Broad has now made the step up to Regional Management with Simon Morrison also making the move from contract to Regional Manager. Mark Jackson is using the time and task management skills he gained from the pro- gramme as he balances being Contract FM at Crystal Peaks whilst taking on Regional Manager responsibilities at Middleton Grange Shopping Centre in Hartlepool, a recent contract win. From the Incentive Lynx talent pool, Steven Taylor has moved from contract to a field operations role, as has Wayne Parsonage for Incentive QAS. Steven and Wayne both form part of this year’s groups, so we have witnessed some early success already. It is wonderful to see enthusiastic peo- ple using the development tools at their disposal to advance their careers within the business. No doubt we will have many more promotions and progressions from both last year’s and this year’s cohorts to talk about in the next issue. As our business grows we believe that great people is the key reason for us meet- ing and exceeding our vision and mission.

Page 8 Security Officer & Cleaning Operative Training By Bob Crowhurst

Some time ago I wrote about learns the ‘nitty gritty’ of the business from ‘just a cleaner’, but I ask you are they ‘just a experienced colleagues and gets to put cleaner’? The members of the public who Security Officers in today’s into practice lessons learnt on the basic benefit from the ministrations of those world and how the advent of course. teams probably have no idea of the expert- Having settled in and mastered the site ise these guys and girls possess, and the licencing and improving training programme, an officer’s develop- training they go through to give the service professionalism has moved us ment is enhanced by attending courses in they do. Also, let’s not forget they often on from the days of limited anti terrorism (Project Griffin – Project form part of the emergency teams on site, Argus – Operation Fairway – Suspect providing first aid cover and delivering cus- scope, ability and prospects. Packages), security procedures (Customer tomer service. Service) and health & safety (First aid – As well as basic cleaning routines, Today’s professional Security Officer is the IOSH – Fire awareness), which in the full- which can include training in COSHH (Data product of careful selection, intense training ness of time and experience leads on to sheets – use and storage of chemical clean- and the expectations of a rewarding career those courses that prepares for promotion ers), colour coding to avoid cross contami- in an expanding and diverse industry. – NVQs, Supervisory and Management nation, dealing with various spills (chemi- Training starts with the universal SIA training. cals, bodily fluids, sewage) dealing with licencing course, a must for anyone wish- All the above works to give us the pro- sharps, needles and environmental waste, ing to work in the industry. This is a packed fessional, rounded officers we have today, our operatives can undergo training in four-day course during which the basics of but let’s turn our attention for a few manual handling procedures, fire aware- the industry are taught. The course covers moments to another group of colleagues in ness, first aid and the use of defibrillators. many subjects, the 4 Ps, patrolling, law and Incentive. I refer to those who work in the Also available are NVQs in cleaning prac- conflict management to name but a few - cleaning division, a group who rarely get tices and Team Leading. probably far too much in too little time if the recognition they deserve from those So, just a cleaner or a well trained the truth be told! they serve. rounded professional just like their col- It is very true that the real training starts I have worked with several cleaning leagues in the security division? when an officer joins one of Incentive teams now and on first meeting, most indi- Lynx’s site teams. This is where he/she viduals tend to introduce themselves as Health, Safety and Quality Update New health and safety legislation H&S News from HSE Awards This fourth edition of the ACOP (Approved HSE overhauls working at height guidance • Incentive QAS and Incentive FM were Code of Practice) and guidance on regula- The Health and Safety Executive (HSE) both awarded Safe contractor for 2014 tions contains revisions to simplify and clar- has overhauled its guidance for working at • Incentive FM was awarded the RoSPA ify the text. The main changes are giving the height, setting out in clear, simple terms. Gold award following issues ACOP status: • Incentive QAS was awarded the RoSPA • Risk Assessment Key changes include: Silver award • The specific role of an appointed compe- • Providing simple advice about do’s and tent person, known as the ‘responsible don’ts when working at height to ensure Accident Analysis (Total Accidents from person’ people are clear on what the law 1/1/14 to March) • The control scheme requires • 9 minor injuries reported. • Review of control measures • Busting some of the persistent myths • Incentive FM Group Incidence Rate this • Duties and responsibilities of those about health and safety law, such as the year to date is 17 per 1000 employees involved in the supply of water systems banning of ladders when they can still be per year, compared to 13 for 2013. used Main Effects • Offering targeted advice to help busi- Division Breakdown:- 1 Where we have staff in place taking care nesses in different sectors manage seri- Incentive FM of water systems they should have for- ous risks sensibly and proportionately 38 per 1000 so far 2014 (38 in 2013) mal training • Helping workers to be clearer about Incentive QAS 2 We need to formally appoint a responsi- their own responsibilities for working 0 per 1000 so far 2014 (0 in 2013) ble person where we have water care safely Incentive Lynx duties 14 per 1000 in 2013 (2.5 in 2013) 3 We must ensure that we have risk assessments and controls in place

Page 9 The inaugural FM Industry ball which took place on March 20th at Grand Connaght Rooms in Holburn. It was a sell-out, with over 400 leading players in the sector dancing till dawn and raising over £22k for Macmillan Cancer Support through a charity auction.

The event was supported by a large number of companies including Mayflower, Acorn Maintenance, Skanska, Sodexo, Norland, Morphose, RICS and BIFM who all booked tables. Lynn Hyder at Macmillan Cancer Support, said: “This event has raised an incredible sum of money which will make an enormous dif- ference to the lives of people affected by can- cer. The £22,000 raised could fund a Macmillan clinical nurse specialist, a large information centre and a family support worker for a whole month. These three serv- ices provide a diverse range of help and sup- port to people affected by cancer and will help to ensure that even more people receive support at a time and in a way that is right for them. Thank you to everyone involved.” The event was organised by a committee who represent a cross section of the industry: Jeremy Waud (Incentive FM Group); David Sharp (Workplace Law); John Ellis (Friedman FM); Simon Jacobs (ISS); and Nick Atherton (Morphose). It was promoted by City Sports Management. Jeremy Waud, Managing Director at Incentive FM Group, explains: “The idea was to hold an industry-wide fun, black tie evening in London without a direct affiliation to any other industry trade bodies or media organisations. There were no event sponsors – this was an event held by the industry, for the industry and its chosen charity.”

Page 10 Page 11 Incentive Carbon Update

The Incentive Carbon A number of Incentive Carbon Management surveys have also identified Management team has been significant cost saving opportunities using busy following the decision to ICM's specialist lighting solutions. The LED lighting industry is a minefield, with a withdraw from the Green glut of cheap, old, unreliable lamps on Deal scheme. the market. Incentive Carbon Management has directly sourced At the Green Deal Provider forum in May, proven, leading edge supplies direct from we were advised by the Department of quality manufacturers in the Far East. This Climate Change and the Green Deal Finance enables us to provide lighting solutions at Company that there were no plans to below retail cost with longer guarantees extend the scheme to commercial premises, than normally offered, giving our cus- a decision at odds with the initial announce- tomers carbon and cost reductions with ment of the scheme’s scope in 2012. This peace of mind. These savings can amount was particularly disappointing, given we had to over 60%! We have stocks available in identified over £1m of refurbishment oppor- our warehouse in Bristol for immediate tunities, forecast to save over 1,000 tonnes delivery. r g y u n e s of carbon per annum for clients in the care Incentive Carbon Management E e home and hotel sectors. The Green Deal is also prepared to assist large h a i n a W a s t e companies with the Esos regu- c u Scheme has yet to become a roaring success l y d i p t i p in the domestic sectors either, with only 2% lations that bring into force n

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Nick Murphy (nick.murphy@incentive- n fm.com). E

Page 12 Charity By Marebelle Libot I lost my father 19 years ago tually and with Paul and Lou to lung cancer and then one joining the herd day at work (in a former role) for the 10k, the remaining nellies Macmillan held a workshop followed onsite explaining how we through the ‘for- could raise money to pay for est’ and puddles of muddy water for the 5k. The runners finished around the 40 nurses that look after cancer minute mark and as Lou was daintily mak- patients. ing her way through the last mud hole, Paul came hurtling past wading through with the finish line in sight at a respectable 70 A friend, who I nor- hour target by completing the challenge in minute (ish) finish time. mally share my just 3 hours and 10 minutes, raising more As of the 9th June, the Incentive FM lunch and cakes than £2500 for Macmillan Cancer Support. Group nellies raised just under £600 with a with, suggested During the challenge, crowds gathered grand total on the day of £22k, which is a that I could easily cheered on the team, which was led by fantastic effort for this worthy cause. raise £184! So I Shaun Wall, Contract Manager at Incentive asked around the Lynx. Supporters had the opportunity to Site Charity Fundraising office to see if peo- win gym memberships from fitness centres Our Sites have been busy raising funds too. ple would buy my across London in a prize draw whilst a Here are some of the highlights : cakes and help me raise the money. By the Macmillan team took donations from the time I achieved my target more and more public. people were still asking me to bake for any Easter Egg Raffle – Hexagon Tower Kath Schofield and sort of occasion. Sometimes I think they are Silverstone Half Marathon Rosemary Jones raised making excuses just to have cake! I also sell Braving the usual £108 from their Easter my cakes at car boot sales and I am now Silverstone weather Egg Raffle held at known around the village as "the cake of wind and rain, Hexagon Tower in aid lady". I have met some amazing people just Jon Wood, Lou of MacMillan Cancer by selling my cakes and hear some great Simpson and Mike Support. stories on how Macmillan help them go Foudy ran, hobbled through their difficult times. Each time I and jogged 13.1 Daisy Appeal: St Stephen’s Shopping hear their stories I feel a sense of relief just miles around the Centre to know my hard work does not go to racetrack. Mike and Lou finished within a Acknowledged as the biggest local waste. When I started three years ago, rain few minutes of each other, a mere hour fundraiser for the Daisy Appeal, St or shine, me, my husband and sometimes behind a very respectable time of 1:28:40 Stephen’s has raised more than £8,600 to my kids would be out in all sorts of weather from Jon who came 180th out of the 7000 help purchase essential equipment for the selling cakes just to make more money. other runners! new research and diagnostic centre. Over time, I have got better at baking too, A huge £1470 was raised for MacMillan and I’m so grateful to have this God given and a £150 for The David Sheldrick Wildlife Bowling Night – St Mark’s Shopping talent that I did not know I had! To date I Trust – all the help was gratefully received Centre have raised nearly £2550 and I’m still going by both charities. as my company have now chosen Charity guru Rodney Sellars arranged a night of bowling amongst the retailers and Macmillan as our charity for this year. A London Takeover 2014 Macmillan raised a tremendous £214, shared 50/50 huge thanks to all the Macmillan nurses On Tuesday 13 May 2014, Macmillan between Macmillan Cancer Support and who do an amazing job, and to all hard- Cancer Support had permission to collect in The David Sheldrick Wildlife Trust. working, dedicated fundraisers who go out London, in all of the Metropolitan police Crystal Peaks very own Home their way to raise money for such a good areas, excluding the Square mile of the City. Makeover team volunteered to redecorate cause. Pleun van Deurssen took her position at one of the houses that Sheffield charity Southwark tube, armed with a charity Roundabout provides to vulnerable/home- March 2014 - Incentive Lynx staff show bucket helping to raise £145.14 strength of character to raise over less teenagers. Roundabout provides shel- ter, support and life skills to young people. £2500 for cancer charity Elephant Run – 7th June, Employees from After a rather wet start to the day on Friars Square Biking Challenge Incentive Lynx Wimbledon Not content with raising over £10k for Security completed Common, ele- Guide Dogs for the Blind last year, they are a gruelling 10,000 phant suits were riding themselves towards money being press-up charity donned and the raised to Supporting Babies based at Stoke challenge at King’s race warm up Mandeville Hospital – watch this space for Cross Station earlier this year. The team of began. The sun total funds raised over the year. six security personnel smashed their four- broke out even-

Page 13 Understanding Whistle the change in Blowing Flexible Working By Laura Phillips, Associate Director HR, Incentive FM Group.

More importantly, employees had an An act of loyalty and automatic right to ask for flexible working, but not an automatic right to have the conforming positively to the request granted. An employer could only organisational culture? have refused the request under eight spe- cific business reasons. The procedure was a Witnessing suspected unethical behav- very structured, legal and time-bound. iour – what would you do? Once accepted, a permanent change was made to terms and conditions, but if Face moral dilemma? declined the employee had the right to Challenge behaviour directly? appeal. Report? From 30 June 2014, the basic right to OR request is unchanged; employees can Keep quiet? make up to one written request every year, but the method for dealing with the The bigger the issue or more senior the cul- request will be more ‘relaxed’. The prit, the more intimidating it becomes to response must be reasonable and com- consider “Blowing the Whistle”. pleted from start to finish, including When things are revealed there is often appeal, within three months. Again, the initial disbelief that the situation/issue has employer can refuse on any of the eight not come to light sooner but could the business grounds. If the employee is whistle blower be considered disloyal, devi- unhappy with the outcome, they will have ous and a trouble maker? the option to go to Tribunal, where the We at Incentive FM Group work hard Judge cannot normally investigate the to provide an environment that promotes rights and wrongs of the refusal, only values, fairness, accountability and ethical whether the procedure has been properly behaviour, and recognise that effective and followed. If the Tribunal finds the employer honest communication is essential to the has failed to meet the terms, the maximum success of the company. compensation is eight weeks' pay (cur- However it is easy to understand why rently capped at £464 per week). issues can go unnoticed and why at times Changes in these regulations have people do not speak up but opt for the prompted a review of the flexible working quiet life. Fearful of negative repercussions, policy in order to ensure employees are not being taken seriously, that the work Recent statistics suggest that aware of this right and how to progress any environment may become difficult, or may nearly 9 million full-time submissions. be damaging to one’s own career. These What this means is that consideration are some of the concerns that may make it workers would like to work has to be given as to what happens if more difficult to speak up so any investigations “flexibly”. than one member of a team asks for flexi- arising from a disclosure must be handled ble working at the same time – how would with the utmost discretion. you decide on the outcome? Any such fac- So, the Government has brought in Flexible There is a need to challenge employ- tors need to be fair, clear and not consid- Working Regulations 2014, which came ees’ negative perceptions to ensure that ered to be prejudiced in any way. This will into force on 30 June 2014. individuals feel free to voice their concerns not always be easy, depending on the Up until then, only employees who had and we encourage a free and open culture organisational needs and culture. children aged below 17, or 18 if disabled, to ensure that at any level, all staff are free We believe we have the right culture and those responsible for elderly care were to speak up. and environment where employees can be able to ask for flexible working, as long as sure that any requests will be handled fairly, they had completed 26 weeks of service. and will not impact on future opportuni- (i.e. a change to working hours or location, ties. or a mixture of the two).

Page 14 Incentive FM Surrey Rugby Finals

On Bank Holiday Monday on the 5th May, we were again delighted to be the main sponsors for the Surrey Rugby finals day. Played on a breezy and sunny spring day, the large crowds at Esher Rugby Club were treated to a feast of competitive rugby, played in good spirit and with ample team support from around the county. In the top event, the Surrey Cup, last year’s runners-up Dorking were convincing winners against the home side from Esher in a high quality battle. Old Reigatians came off second best against a very strong side from Guildford in an entertaining encounter, refereed with a rod of iron by Georgina Crab – daughter of Scrumpix photographer Lee Crabb. Incentive FM Surrey Cup Dorking beat Esher 28-5 Incentive FM Surrey Trophy Guildford beat Old Reigatians 43-5 Incentive FM Surrey Shield Old Wimbledonians beat Old Walcountians 18-17 Incentive FM Shield Gilfordians beat Old Georgians 27-24 We continue to enjoy our association with Surrey RFU and the support of grass roots rugby. Photographs courtesy of Lee Crabb at www.scrumpix.co.uk

Page 15 2014 Gleneagles Report from Jeremy Waud

Our annual trip with people in our hi-tech age, I insist on my this year included previous trophy winner ‘mandraulic spread sheet’ in keeping with Malcolm Angus of Jones Lang LaSalle, colleagues to Gleneagles is tradition! – This requires both writing and plus a Glenmor ‘first timer’ in Alan one we love, our clients love it arithmetic skills, hence quite testing. Hutchins, our client at Covent Garden Money changed hands using the who managed to outpace some of the too – why wouldn’t you! ‘Gary Yardley betting formula’, all a bit even younger contingent! On the golfing random but most entertaining! – front there were outstanding perform- We have been playing golf with clients Honours on the first round of the Kings ances from Chris Windass of our supply and friends at Gleneagles ever since we course went to me unusually, but with a partner Birchalls who on the Kings on were involved with the Hotel running wine tasting and big dinner to come Thursday partnered Alan Hutchins to the their maintenance and facilities manage- before Tuesday’s round on the Queens. four ball better ball glory. One positive ment for a transitional period from 2003. A good effort all round from the about England’s loss to Uruguay at the For me a visit back to the complex tourists with some interesting wines – not football World Cup whilst there on the reminds me what good customer service so sure about the Greek white, that may Thursday night, was that the team were and an all-round five star experience have to grow on me a little yet! earlier to bed than normal meaning a few should be all about and it’s a pleasant and Onto the Queens Course round which fresher heads on Friday morning for the refreshing few days for all who are lucky saw much improved performances from Incentive FM Team Challenge. This cer- enough to get along for the action. John Albany-Ward and John Prestwich in tainly benefited Martin Reed who, Our first group consisted of Jeremy particular, with JP winning the round and despite hitting only 50% of fairways Waud and Bill Pollard with experienced JAWS winning the overall two day best managed to scramble his way to a win- tourists John Prestwich of CBRE, John score. Mark Stupples was left to console ning 36 points on the Queens, beating all Albany-Ward of Munroe K, Mark himself with winning all the money as he of the scores from earlier in the week in Stupples of Jones Lang LaSalle, Kevin backed JP in the final round. the process and meaning the trophy Sensier of Capita and new boy on tour – Our second group of friends and moves across the office from my table to James Carragher of Land Securities. clients was hosted by Martin Reed, Bruce his. Mainly because it amuses so many McDonnell and Glenn Wilson. Our clients

Page 16 Page 17 Around the Park

Middleton Grange shopping centre Manager of the year

SCEPTRE awards recognises best practice and the best people in the shopping centre industry putting the spotlight on manage- ment teams, retailers and suppliers that demonstrate real excellence. During his time at Middleton Grange, Mark has not only improved the commer- Peter Hull Peter is our first member of the original cial performance of the centre but has starting line-up of the business from worked tirelessly with the local community January 2002 to retire, as one of our origi- to build a powerful fundraising campaign nal band of seven that started the com- for local 3 year old cancer suffer Bradley pany, this is a strange sensation for us and Lowery helping raise over £100,000 for in particular for me and Bill Pollard, as we the charity. Part of the campaign featured worked with Peter in our old business, the release of a charity song, which Select Facilities Management and we reached number 12 in the singles charts. employed him in April 1995 – 19 years Hartlepool’s Middleton Grange shopping Mark is also the founder of the North ago! Peter was taken on by us to be site centre manager Mark Rycraft was recog- East Shopping Centre Forum for managers facilities manager at European Gas nised for his achievements as he was in the North East and has been instrumen- Turbines in Lincoln, one of our largest con- named Centre Manager of the Year at the tal in increasing the centre’s footfall, driv- tracts at the time. Peter moved on from annual SCEPTRE awards. ing conversion and encouraging retailer the site team and joined the head office With the ceremony taking place earlier participation in meetings and manage- payroll as a regional manager after two this week at The Dorchester London, the ment initiatives. years and from there he developed his career and delivered his dogged and friendly style of service to us and his cus- Congratulations FORE RIGHT! tomers consistently up until this summer; to Wernard at Incentive his thoughts now turned to fishing, dog Incentive FM Group entered a team into walking and touring more often. ‘Now FM Group Head Office the 11th FSI (our CAFM system partner) Then Now Then’! – enjoy your retirement Invitational golf day held at Channels Golf Peter you have earned it. Club, Essex. We were lucky to have glori- ous weather throughout the day and the course was in fantastic condition. The day started off with a nine hole Texas Scramble which gave us the opportunity to dust off the cobwebs and practice on the course. After a well needed break for lunch, we headed back out for a Stapleford competi- tion where the best three scores on each hole counted towards the final score. Despite some good tee to green work, our numerous missed putts meant that we left a lot of points out on the course. Therefore, we didn’t win the team event Keri Emerton but Rob Cundey (Business Development Manager) managed to pick up 2nd place in the individual competition. Charity Golf Day Bill Pollard, Craig Pickard, Rob Cundey and Michael Pollard played in the Keri Emerton Charity Golf Day at Harpenden Common Golf Club in aid of the Keech Hospice which provided palliative care to Keri in her final days before sadly losing her fight to cancer last year. They came a very close 2nd Diane and I welcome our son, Finley William with 95 points. The day, organised by her Kruger, born this evening weighing 9.5lbs. son Josh (left) on what would have been Mum and baby are doing well and I’m his mums 40th birthday, raised over £5000 beside myself with happiness. Great news! and is hoped to become an annual event.

Page 18 London Beach Rugby 2014

In August, we once again entered a team into the London Beach Rugby event held at the metropolis district of Canary Wharf. The tournament had grown considerably since its inception last year, with teams being represented from property, law and financial services. Our strong group consisted of Jones Lang LaSalle, CBRE, EY and Elix-IRR. Despite some great performances and close results we were unable to progress through to the knock out rounds. A thoroughly enjoyable day was had by all in glorious sunshine and we look forward to returning and playing again next year, where there are rumours that it is being played at Somerset House.

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, The also incorporates Incentive FM Consultancy European Bank for Reconstruction and and Incentive Catering; Incentive QAS, the Development, Pall Europe Ltd, Cushman contract cleaning division; and Incentive & Wakefield, Capital & Counties, Top Lynx Security, which offers a full range of Right Group, Jones Lang LaSalle, and core security services. Hammerson.

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