Upstream Nov 2019 0

Upstream The Newsletter of Incentive FM Group

Autumn December 2019

Inside This Issue Market Changes Contract Wins Company news 2019 Conference Health and Safety Training Charity Update

Welcome to the December 2019 edition of our newsletter. We hope you enjoy reading about what has been SURVIVAL OF happening in and around our business in the second half of this By Jeremy Waud, Chairman year. THE FITTEST at Incentive FM Group

It has been suggested that ‘the only thing ence which party, or which Prime Minister is at that is constant is change’ – which perhaps is the helm. It has been a shambolic year which has a fair observation for the wider facilities not helped businesses one iota. The lack of clarity management and contract service industry or certainty for our clients across a wide spectrum in 2019. So what are the main influencers of sectors has been an unhelpful side effect of and disruptors of the moment? Brexit, and is reflected in the incredulity with which we are viewed from overseas. Our cus- Stability of Competitors tomers are understandably nervous, uncertain It cannot have escaped the attention of many and risk averse at every turn, which is not a that big names in our sector have got themselves healthy backdrop to try and operate in front of into trouble over the last year. These include: and to make investment decisions within. Carillon’s collapse into the warm and friendly arms of its bankers; Mitie’s long spell of enforced Friend or Foe? restructuring; Interserve’s ‘Pre-Pack’ to a new Another major change of the past year has been owning company to avoid a complete collapse; the effect of some of the major global surveying and Kier are in the news and under the micro- organisations diversifying into service delivery. scope. A number of smaller single service compa- For example, CBRE acquired skills and capability nies have also gone out of business as a result of in the mechanical and electrical maintenance sec- a tough market which we consider to be largely tor for the buildings it manages through the driven by the factors below: acquisitions of Norland and Johnson Controls Continued... Politics and the Economy The majority of our politicians have clearly never run a business and may not have ever even run for a bus! Yet, they are empowered to decide on the health and direction of our nation, whether in Europe or out and it seems to make little differ- fm group limited Our Annual Conference Incentive Teams Power On!

By Jessica Strawbridge and Martin Reed

This year’s Incentive FM power to the extreme with an outdoor stuck it out, smiled, laughed and commit- event including rage buggies, quad bikes ted themselves to the event despite the cold Group Conference proved and off-road Segways. In addition, the and wet. That’s what Incentive is all about! another powerful reminder of teams had to show their power of thought As ever the day finished with our by erecting tents while blindfolded and annual awards dinner where we celebrated what makes our Group the starting fires with nothing more than flint or the success of our business, its outstanding success it is – Our People. a string bow. individuals and most of all its world class The culmination of the afternoon teams. Our employees were once again The theme of Incentive Power provided a brought both brain and physical power to guests of honour and received a standing platform for the day which explored both the fore with the teams having to design ovation from the management team for the the energy within the business, the power and build their own raft to carry six people excellent work they and their teammates do of our teams and the ability to generate across a lake. There were some interesting every day on behalf of the group. business growth and career opportunities concepts which, when brought through to I am so proud to host this day as it for all involved. reality, proved a mixed bag in both speed confirms that although we are often work- The morning business session started and the ability to stay afloat! ing very remotely from other parts of the with an update on our six trading compa- I have to comment on the dreadful, business either at company or contract nies and the Group as a whole. The UK FM almost biblical rain that came down several level, there is a real one team spirit and a market continues to be a challenging envi- times during our four plus hours in the field. culture of love for the group that is most ronment due to various factors but the MDs But of over 150 people almost everyone powerful of all. revealed the plans and initiatives which will drive our companies forward in to 2020. As MC I then invited a number of ‘powerful’ individuals to the stage to tell their stories of adaptability, development and success. Steve Alderson and Louis Wright explained how they had put their physical and mental capabilities to the test, developing their skills and supporting the business and our friends at Scotties Little Soldiers. Emily Cunnane, Darren Peacock and Sam Paxton discussed how they had developed their careers with IFMG through powerful performance and a willingness to adapt their skills and capacity to take on bigger and more demanding roles. They showed how potential can be turned in to real success through hard work and a willingness to adapt. The afternoon session really took

Page 2 Continued from page 1 GWS. These skills, now wrapped under the parent branding, are changing the way it chooses to deliver services to its managed properties and it is not clear where this will this end up. Similarly, JLL made the significant M&E acquisition last year of Integral. These businesses are indeed friends of ours and big customers as are other major surveyors, notably Savills, who this year acquired the property management business of Broadgate Estates from British Land. All the while these organisations buy from us in sensible volumes, we will not be entering the property management market – hence we are all friends and not foes.

Procurement Trends We are of course a big service delivery organisation, employing more than 3,200 staff in the process. We therefore spend a large part of our time on the receiving end of procurement departments and specialists with differing levels of appreciation of what we do and what needs to be done. Buyers are largely charged with the responsibility of delivering even better value for their ultimate clients. Longer term viability and operational reality can often be a sec- ondary consideration. This drive comes from economic pressure, opportunism and of course good practice, as defined by corporate governance and the likes of the RICS in the challenging retail sector. Our consultancy business, along with other specialists in this sector, helps many high- profile companies with their procurement strategies and processes. Having specialist FM procurement, such as Incentive Consultancy, can help to understand and bridge the gap from ‘generic’ buying prac- tices to a 360-degree view of the challenges from all sides.

Commercial Sanity None of the above drivers or disruptors make for higher contractor margins, in fact quite the opposite. The result is too much risk exposure and cash management pressure being levelled on the contractors in the sector, so much so that you can almost hear the pips squeaking! The challenge for the market going forward is to not be backed into the cor- ner at every turn, but to deliver attractive, creative and mould breaking service delivery solutions that share risk with the clients and intermediaries. So a final message to all those who think contractors can operate within the 5- 10% gross margin space, take high risks, be paid at 60 days, employ all of the semi and lower skilled staff that are needed in their operation and then invest in all manner of skills, experts and technological advances – please get real and think again. Thank you.

Page 3 How are we responding to Market Changes? By Jeremy Waud and Martin Reed

In recent months we have seen a plethora of exciting £9 Million of New Business! contracts wins, some of which are covered later in this newsletter. Incentive FM has been awarded a contract by LV covering their offices in Bournemouth and elsewhere in the UK under a new TFM deal.

On the cleaning front, Incentive QAS have been awarded the main landlords cleaning contract for the Canary Wharf Tower, One Canada Square in London’s Docklands by Canary Wharf Management. (The tower is 235 metres tall has 50 floors and its total floor area is a staggering 1.75 million square feet!) Incentive TEC has won a major planned maintenance (PPM) contract for The Co Op Bank covering its data centres in the Manchester area.

These big deals come on the back of two portfolio management instructions for multi service, multi-site contracts with niche managing agents Fidum Property Management and Nightingale Property Management. Our Consultancy team have been instructed to help Plymouth Argyle Football Club in a review of its FM services, the third football club that we have been involved with.

Facilities Management Market Repositioning As mentioned in our cover story, we are seeing the effect of many of our clients in property management positioning themselves to large owner occupiers and landlords as an integrated property advisor and FM services provider. This does somewhat change the lie of the land and in part justi- fies our historic stance of offering a variety of service packages from single service to TFM or even consultancy. The demand for TFM services which envelope the on-site management with all service streams is perhaps not the dominant model, as clients more generally choose to package ele- ments up and maintain some strategic management in house. Clearly there is no one size fits all solution, and nor should

Page 4 receptions and client areas, but by the stan- Derby, Kings Langley and Weston Super dard of meet and great services provided Mare, all trading under the same Incentive by their concierge team. This service is very Tec brand and management structure. The typically outsourced in corporate head process of migrating onto one accounting office environments and high end multi platform and standardising systems, tenanted buildings in our large conurba- processes and disciplines has proved more tions. A handful of companies have spe- complex than imagined, but yes, three into cialised in this area for many years and the one will go! market is opening up with facilities management and security contractors being Major projects – Our experiences in the obvious candidates to provide the new conducting large projects be they in competition in this area. mechanical, electrical or air conditioning Increasingly we are being asked to pro- sectors has not been great and when vide this service and we already offer it to working for large, dominant and litigious long standing clients such as Bluewater main contractors, the experience has been Shopping Centre, Covent Garden Market, even worse. We purchased Weston Electrical Capco head office and Fitch Ratings head Services in July 2017 and as a result of the office for example. Most customers under- poor project performance and risk this standably see this as a very different service business exposed itself to, it was closed this to security and perhaps identify it with the summer. Our future exposure to projects is experience of a five-star hotel reception far more selective under the competent service, where training and the customer stewardship of Craig Lyon, who was experience are paramount. recruited as Incentive TEC Commercial Director earlier this year. Cleaning and Window Cleaning Jeremy Waud, Group Chairman It is here that we are experiencing our Minor Projects and Reactive Works – greatest organic expansion, with our The repositioned Incentive TEC business, there be. Under the leadership of Bruce Incentive QAS business really coming of under the control of Chris Windass and Craig McDonnell, Incentive Facilities age. The company, under the stewardship Lyon for projects and reactive work, is now Management, our largest business, is refin- of Jamie Wright and his great team, are much more appropriately focussed and is no ing its focus into three main sectors – heading for sales of around £21m this year, longer chasing the type of work that it has Destinations, Retail, and Occupied Spaces. a far cry from sales of around £5m in the learnt some hard lessons from. Within each of our agreements is the range early days post our acquisition of this busi- of services, on site staff and sub-contrac- ness in 2008. The window cleaning busi- tors under management, together with the nesses purchased three years ago are also payment, management reporting and now flourishing under the leadership of statutory compliance obligations all clearly Gareth Thomas. This year they will bill in defined. We continue to like the risk and excess of £4m just in window cleaning and reward models which incentivise all parties. are on track to hit £5m annual sales in 2020. Here we have two distinct markets: Trends for soft services bundling firstly significant and often high-rise office Picking up on the trend of different size buildings, predominantly in London where and service types for FM, this in turn leads we also have abseiling crews; and secondly, to service bundling with Cleaning and we have the inherited skills and operations Security being popular as soft services, of a nationwide window cleaning business often with other minor activities bolted on which we have now developed further to such as reception and administration, post serve clients such as Pizza Express, Zizi, Pets room, landscaping and interior landscap- and Home and others throughout the UK, ing. The hard services of mechanical and where we clean every location for these electrical (M&E) services and projects under brands every week of the year! this scenario are let to a separate supplier together with its supporting supply chain Mechanical and Electrical Changes of specialists. Service delivery – Bringing together three companies and separate skills of Security and Concierge differentiation Mechanical, Electrical and Air Conditioning Increasingly occupiers seek to set them- operations has been a big challenge and selves apart from their competitors by not we certainly accept we could have done Martin Reed, Chief Executive only the individuality of the workspaces, this better. We now have the operations in

Page 5 New Group Contract Wins

restaurants, offices, a 400-space multi- storey car park and bus station. “Business continuity is a very important part of managing a shopping centre. The continuing partnership with Incentive FM has enabled the successful renewal of the contract for a new term a very easy decision,” said Andy Margieson, Centre Manager.“Our one team approach and continual drive to identify innovative new ways of working, has enabled our partnership with Friars Square to continue,”said Claire Rumsey, Operations Director at Incentive FM.

Broughton, Mostyn Champney and Queens shopping parks

LV We are also delighted to announce the Incentive QAS – New Business award of a 3-year contract to provide a total By Jamie Wright, Managing Director. facilities management solution to the insurer LV covering their 5 location UK portfolio. One Canada Square Following a rigorous tender process, We are delighted to announce that the we were selected on the basis of our part- cleaning contract at One Canada Square in Incentive FM – New Business Update nership approach, capabilities, track record Canary Wharf has been awarded to By Bruce McDonnell, Managing Director. and our team engagement strategies. Incentive QAS, commencing November Under the terms of the contract we will be 2019. This is a landmark contract award A great start to FY20 responsible for all cleaning, security, main- for Incentive QAS, being the first in Canary Following on from our early 2019 success tenance, reception, space planning, win- Wharf and a fantastic property to add to with the Land Securities outlet portfolio and dow cleaning and other FM services, as our portfolio. A team in excess of 40 full being re awarded Bluewater for another 5 well as a 24/7 helpdesk solution. A team of time members of staff will be deployed to years, we have continued the year with fur- approximately 50 will transfer via TUPE in make the building shine 7 days a week. ther wins and organic contract extensions: readiness for a December 1st 2019 go live. Paul Hastings LLP The Bar Code, Plymouth Friars Square – Incentive FM We have built upon our strong service deliv- Friars Square Shopping Centre in Aylesbury ery at Drake Circus in Plymouth and have has extended its contract with us for been awarded the FM services delivery con- another three years. The new contract, tract for their prestigious new leisure com- awarded by Montagu Evans, enables plex, The Bar Code. This is an exciting Incentive FM to continue to provide a full 100,000 sq ft leisure development including TFM service model at the centre. The deci- a 12-screen cinema, 15 restaurants and sion to extend the relationship with leisure activities and takes the Drake Circus Incentive FM follows a successful 36- operation to over 1 million sq. ft. month period. Friars Square is a shopping centre Broughton, Mostyn Champney and located in the town centre of Aylesbury Queens shopping parks and the landlord is Patrizia, and managed The US Law firm Paul Hastings LLP are relo- Our successful partnership with British by Montagu Evans. It is a mixed-use devel- cating their City office in to the fantastic Land has been increased with another 3- opment, including over 50 shops and 100 Bishopsgate in October 2019 and fol- year contract covering a further 3 shopping lowing a review of their services, Incentive locations spread out across the North West. QAS has been appointed as their new A 20+ strong team will deliver integrated cleaning contractor. services for the 3-year contract to over The fit out in the new offices has been 700,000 sq. ft of retail shopping space. completed to the highest standards and the Incentive QAS housekeeping and Deepdale Shopping Park cleaning teams will be tasked with ensur- We have been awarded a 3-year contract ing the finishes are maintained and the to deliver integrated FM services to this office is in superb condition every day for shopping centre on the outskirts of the employees and clients who will be Preston. using the space.

Page 6 the latest health and safety regulations, whilst also working on any new installa- tions. Outside of regular business hours, Tec will provide additional 24/7 support. Paul Leese, Chief Engineer at Palethorpes Bakery, said: “It is vital that our The Howard Centre – Incentive Lynx production facility remains fully operational and Incentive QAS and runs as efficiently as possible. We were We have been awarded a three-year dual looking for a dedicated partner that would Aldgate House & One Stratford Place service contract by Savills at The Howard take the time to understand how we work Incentive QAS continue to build on the Centre in Welwyn Garden City. The deal is and deliver expertise at every opportunity. existing relationship with Workman and worth more than £1.5m and brings We feel that Incentive Tec have the ideal have recently added two new ‘Welcome together two of our teams Incentive Lynx skill set and technical knowledge to sup- Workman’ properties to our portfolio. Both and Incentive QAS. port the site on an ongoing basis.” awarded following separate competitive tender processes, Aldgate House and One EPAM Contract Stratford Place operate to the high stan- At Incentive TEC we have been awarded a dards the ‘Welcome’ brand demand and contract by property asset management our knowledge and proven track record in specialists EPAM to provide a comprehen- 3 other ‘Welcome’ properties were con- sive range of engineering services across a tributing factors in these new contract portfolio of prestigious buildings in awards. Manchester and Leeds. Under the terms of the agreement, we 55 Colmore Row The Howard Centre is situated in the will be delivering vital M&E and HVAC serv- heart of the town centre and attracts ices, whilst ensuring that all safety systems around 8 million visitors a year. The centre such as fire alarms and sprinkler systems provides 230,000 sq ft of space set across remain fully operational and compliant. two levels, with tenants such as Marks & The contract covers three properties in Spencer, Boots and Next. Manchester – One King Street (currently We will provide a Manager responsible occupied by Waterstones), 1 The Avenue, for 10 security guards and seven Spinningfields (currently home to Armani, cleaners,delivering an efficient, integrated Australasia, CMS Cameron McKenna and approach. Brewin Dolphin), and 3-5 Charlotte St Shaun Wall, Manager at The Howard (Bank of East Asia), as well as St Paul’s Centre, said: “Incentive FM Group not only House in Leeds. has the right expertise and skills to support As part of the contract, one of our us, but they also share our commitment to engineers will be based at each site for one developing their people. This like-minded day every week, with additional 24/7 sup- approach was key in our decision to award port from our in-house mobile team, who them this contract.” are strategically placed across the UK. CBRE have awarded Incentive QAS a 3- Anita Adams, Operations Director at year contract at the magnificent 55 EPAM, said: “Our properties are occupied Colmore Row in Birmingham and the con- by some of the biggest names in the world tract commenced this summer. It covers a of finance, retail, hospitality and more. range of cleaning services in this mixed Therefore, it is absolutely vital they are use, multi tenanted property and is a great maintained to the very highest standard. addition to our continually growing mid- Incentive Tec - Palethorpes Bakery We were thoroughly impressed by lands-based portfolio. By Chris Windass, Managing Director Incentive Tec’s comprehensive service portfolio, expertise and extensive industry RICS knowledge, and we look forward to a suc- Further to the commencement of the cessful partnership.” cleaning services at 55 Colmore Row, we Chris Windass, Managing Director at engaged with the Royal Institute of Incentive Tec, said: “Manchester and Leeds Chartered Surveyors (RICS) who are one of continue to attract significant investment as the buildings tenants. They put out a ten- both local economies thrive. We are hon- der for their Birmingham and London oured to be given the chance to play a vital offices and Incentive QAS were successful We have further strengthened our pres- role in the successful running of landmark in securing a 3-year contract which com- ence in the food and drink sector after buildings such as 1 The Avenue and St Paul’s menced in August. With such a large port- securing a contract for engineering serv- House in Manchester and Leeds respectively, folio of managing agent properties, to be ices to Palethorpes Bakery, part of the which have become beacons for growth in working with RICS directly feels like the Addo Food Group. We will be delivering a the north. We are fully committed to provid- perfect partnership. range of dedicated engineering services at ing world-class solutions that deliver true the production facility in Market Drayton. value for money for our clients.” This new agreement,which represents the first time the two organisations have worked together, incorporates vital M&E and HVAC services. The support contract will include electrical, refrigeration and pipe-fitting services. We will ensure all existing equipment and infrastructure remains fully functional and compliant with

Page 7 Incentive FM Business update By Bruce McDonnell, Managing Director

The start to FY20 has been and renewals there have also been a few challenges. Empiric Student Property interesting to say the least. insourced their FM contract and Dollar (the As we have already shown Money Shop), unfortunately have had their own challenges and have ceased trading. we have had some fantastic These two contracts have had an impact wins with Landsec Outlets and are an example of how the outcome is and British Land, in fact with not always in your own control. We know that clients are sometimes forced to make the latest addition to the decisions that they wouldn’t under normal portfolio LV = it will be circumstances. We also know the challenges that the getting on for our most Retail sector is under and we are working successful year in business hard with our clients to support their pres- sures. development ever! All of that said we are still growing and our business continues to get stronger. We Alongside this we have agreed new con- put a lot of emphasis into our systems, our tracts or extensions with many of our culture and we are evolving our strategy to Bruce McDonnell, Managing Director clients including but not limited to a new 5- develop our offer specific to the sectors we year deal with Bluewater, a new 2-year deal know we are strong in: Retail, Destination ment of our teams which does unfortu- with Covent Garden, 2 years with and Occupied Spaces. nately sometimes make them attractive to Addleshaw Goddard and 3 years with But as always key to the success of any our wider market place. But if we get the Somerset House to name but a few. business is people. We identify and engagement, empowerment and balance It hasn’t all been positive though. As onboard some of the best people in the of opportunities right then this counteracts well as the excitement of the new contracts industry and invest heavily in the develop- the frustrating poaching threat. Specialist Window Cleaning Business Update By Gareth Thomas – Managing Director

2019 has been the year of the Also joining our ever- our rope access team. Firstly we are growing portfolio of pleased to say we passed our IRATA Audit high rise for SWC. We kicked off high-rise buildings is the and we have been awarded full IRATA the year by being awarded the 51 floor Principle Tower Corporate member status, so a big thank extremely prestigious window and 40 floor Atlas you to the team for all their hard work and Building. These residential support. Having this membership has cleaning contract to the newest towers are taking high allowed us to grow the team, expand and addition to London’s skyline, 100 rise living to new heights continue our training to deliver new serv- Bishopsgate. This 40-story, all and takes SWC into a ices and develop these already highly new marketplace. These trained operatives into what I strongly glass building in the heart the of towers are far removed believe is an industry leading work force. the city represents a key contract from the old tower blocks This makes us stand out in the marketplace for us in the market place and and their innovative against our competitors. designs, quality and attention to detail put We have a very busy year ahead and allows SWC to showcase our these in the ultra-high-end marketplace with the team’s full support I hope to be expertise and capabilities in our and one that SWC are pleased to be associ- able to share more of our success stories ever-demanding industry. ated with. with you in the months to come as we head This year has been a very busy year for for £5m turnover in window cleaning.

Page 8 Incentive Tec Business update By Chris Windass, Managing Director

September sees the end of have resulted in several management and These are significant wins as three are operations staff leaving the business as we client head office sites with blue chip the first half of the current needed to realign our overhead costs with household brands. financial year, with the usual the revenue generation ensuring real prof- We continue to develop the single itability. Under normal circumstances, and CAFM platform which is enabling our con- array of ups and downs over in any normal company, I would have tract managers to analyse and scrutinise the last six months. However, expected to experience a severe drop in the performance of each and every con- a few key events have and staff morale and productivity as people left tract. This granular detail of operational the company. However, I am delighted to efficiency has enabled us to increase service will continue to define the say, “we are not a normal company”! We levels to our client base and in addition pro- progress of Incentive Tec: are clearly an exceptional organisation with vided an upturn in the company’s financial exceptional staff who ‘love working for us’. performance. This combination of service • Closure of WES. The closure of the old Yes, we have seen a mixture of sadness, excellence and profitability is great news Western Electrical Service (WES) business anger and disappointment as some people for our whole stakeholder group but espe- in Weston Super Mare (WSM) has exit the business, but what has been cially clients and staff. marked the beginning of a new genera- incredibly humbling to see is how the With the above in mind, and with a tion of service delivery within the ITEC remaining staff have adapted and renewed enthusiasm amongst our man- business at WSM. Under the guidance of responded to the new challenges that face agement team, ITEC are now poised to Adam Sweetland, Richard Parkinson and us as we push forward into the second half embrace and enhance the second half of Phil Leonard, supported by a streamlined of the year. the year. A really big thanks to each and service desk and team of specialist field Despite the issues outlined above we everyone of the ITEC team during this engineers, we saw the first profitable have been able to maintain a strong new tough and challenging period. month in approximately eighteen business pipeline that has resulted in one months from the WSM operation. of our largest wins since we rebranded in During the closure of the old WES busi- 2017. The Co-op Bank has awarded ITEC ness, Adam and the team have worked a three-year maintenance contract for tirelessly in retaining our loyal and prof- three of their data centres in the itable clients who continue to work with Northwest. The contract starts in ITEC. This has been a great example of December 2019 and requires the TUPE collaborative working across the IFM transfer of four dedicated staff to operate Group, including Finance, HR, central and manage the service. services and the Group Board. In addition, we have been awarded three further contracts which all have a • Dedicated Finance Team. April also gave site-based maintenance team, specifically us the birth of a new dedicated finance PZ Cussons, Manchester; Pork Farms, team based in Derby, under the control Market Drayton and Lakeland, Kendal. of Tony Rhodes. With the data capability from the Vixen CAFM system and a care- fully recruited finance team, Tony is now able to provide timely and accurate reporting on the financial performance of the Tec business. However, an even greater achievement has been the collaboration between the finance and operations teams at all branch locations within ITEC, enabling informed strategic decision making and providing contract managers with the information they require to provide clients and staff with meaningful operational and commercial data improving the delivery of service.

The reporting clarity we now have at both financial and operational level has allowed myself and my senior team to make some difficult, yet necessary, strategic changes Chris Windass, Managing Director for ITEC. Unfortunately, these decisions

Page 9 Incentive QAS Business Update Jamie Wright , Managing Director , Incentive QAS

They say, “time flies when feedback to the senior team results from the Board meeting and discuss actions for you’re having fun”, and I the next three months. The feedback from must admit it seems like only the team on these meetings has all been positive too. last week I was writing an Corporate Social Responsibility is never update for the Spring issue of far from the discussion at our forums and Upstream. It has been a busy this has been a hot topic in other areas of the business this year too, with the reduc- and successful 2019 for tion of single use plastics hot on our Incentive QAS, finishing the agenda, raising money for charity and even completing Beach cleans on the banks of last financial year with a the Thames to prevent plastics and other flourish of new contract wins litter reaching the ocean. Our commitment to sustainability was and this success continuing rewarded in October when we were win- throughout the summer. ners in the ‘Sustainability – Best Practice’ category at the European Cleaning and It really has been a mile- Hygiene Awards. These annual awards are stone year for Incentive open to entry to the whole of Europe and QAS with continued, sus- tions from a strategic platform. By doing of the four categories we reached the final tainable growth and our this and bringing in a layer of management for, we are incredibly proud to have won team growing around us between them and the day to day opera- this against very stiff competition. as we become a much tions it has allowed all three to work collab- That’s not all Incentive QAS won this more mature player in the oratively with our client representatives and year either. In addition to the ECHA recog- contract cleaning market. drive the business forward. nition and many new contract wins Our focus for FY20 This year we have also introduced (detailed elsewhere in this newsletter), one was to break the magic quarterly management forums in order to of our teams – Team Clueless – won the £20m turnover mark and involve our senior management teams inaugural CSSA Womens Group’s Charity we are currently on more with each other and the direction the Murder Mystery Treasure Hunt. The event course to do that. At the business is moving in. The success of this raised over £1,000 for two charities, Breast start of the year, with this has been clear and the collaboration Cancer Awareness and SaferPlaces, and in mind, we restructured the management between managers who have the potential our team were over the moon with their team, introducing a new ‘Leadership Team’ to become isolated in their own contracts winners’ trophies. across Incentive QAS and promoting Nick has been a welcome development. We So, how do we follow that 6 months?! Shead and Emily Cunnane to join Lee strategically hold these meetings following I honestly don’t know but I, for one, am Douglas as General Managers of the busi- each quarterly Board meeting in order for looking forward seeing what’s next in the ness with the role of managing the opera- David Brown, Commercial Director, and I to exciting growth story of Incentive QAS.

Page 10 Incentive Lynx, September 2019 Stephen Waud, Managing Director, Incentive Lynx Security Ltd

2019 has been a busy year for receive training to the To continue on the sales theme, we highest levels which have just produced a new company Incentive Lynx during which includes CCTV, Door brochure to promote our range of secu- time we have continued to Supervisor, 1-day IOSH rity services whilst highlighting the fea- H&S, 3-day First Aid, tures and benefits of the Incentive Lynx focus on operations, World Host communica- experience. These steps, along with our processes and building our tion skills, site familiarisa- electronic business profile, are helping to new business pipeline. tion and more…. raise awareness of our capabilities and Providing exceptional with this our sales pipeline continues to security services to clients grow healthily. From feedback we have received, 80% of is our number one priority, In July we were asked to participate in a our clients’ concerns revolve around having however sales growth joint security exercise with the City of well trained and presentable security offi- comes a close second. London Police at our Leadenhall Building cers in the right place and at the right time. Accordingly, I am delighted to report the contract. This exercise involved a simulated Added to this, there has been a noticeable appointment of Jamie de Gouveia as our ‘armed hostage situation’ and whilst no increase in demand for a softer security new Business Development Manager. Jamie, one was in any real danger on the day, image with Front of House style communi- who commenced in his new role in June has some of the injuries looked very realistic cations skills. worked at Incentive Lynx for 8 years and was indeed! I am pleased to say, our Incentive With these points in the forefront of previously site manager at our Mid City Place Lynx site team responded exceedingly well our minds, we have developed the contract in Holborn. Jamie brings a unique and we look forward to working with the Incentive Elite Relief Team to pre-empt blend of operational experience along with City Police on future exercises. scheduled and unplanned absences from a consultative sales approach, which seems I look forward to giving a further our clients’ properties. The Lynx ‘Elites’ to have been well received. update in the next edition.

H&S Updates SHEQ By Robb Phipps, Head of SHEQ

outstanding results. The Successful auditor did not record any non-conformities, Migration and with only one minor observation identified Recertification to and our certificate of approval was received by ISO 45001 the end of May 2019. In June and July of In March 2018, ISO 45001 was intro- 2019, the Group was duced. The long-term plan was to replace required to recertify all of BS OHSAS 18001 that is to be withdrawn its ISOs – 9001, 14001, in March 2021. This gave businesses a and 45001. Again, the three-year target to move from the old audits completed by standard to the new one. Implementing Lloyds Register were exceptional, without ISO 45001 is not required by law [as with one non-conformity, or observation iden- any other safety management system], tified for all the standards. The migration but the standard can help provide a struc- and recertifications were a great success tured framework for ensuring a safe and for the Group, not only demonstrating healthy workplace. their capacity to comply with the require- In April of 2019, Incentive FM Group ments of the standards, but also the made the decision to migrate to the new ongoing commitment the Group holds standard. The audit was completed by towards, Health, Safety, the Environment, ISO Lloyds45001 Register at one of our sites, with and Quality. Page 11 Consultancy Business update

By Bill Pollard and Alisha Henderson consultancy

where required, installation of live moss walls on the ground and lower ground floors and the re-manifestation of all meeting rooms to the Ascential brand, including the entrance glass wall and doors. Incentive Tec rebalanced the fresh air to the floors and serviced the air conditioning system to deliver the required heating and cooling to the floors, reconfigured the floor boxes and power to meet the new layout as well as supplying and installing the new LED lighting. Other works undertaken included the client’s Savoy Court building, removing par- titioned walls to create space for additional desks which we ordered and oversaw the installation of, including power and data. We have also been working with one of our large clients reviewing their welfare space in the building. This is quite a complex project and involves identifying swing space, speci- fying works required and liaison with building control, ensuring the integrity of the fire strategy for the building, and liaison with We have had a busy Spring sites to temporary accommodation in the the client’s architects and consultants West End to assist the client in realigning including M&E services. There is an oppor- and Summer in Consultancy, their businesses into existing and new tunity for us to manage these works on where we have tendered the space. This was due to new acquisitions behalf of the client next year. and the sale of some existing businesses. Shard concierge services and We have also completed a refurbish- Incentive Carbon Management made our recommendations ment of the Ascential building over 3 floors We have continued to work with our to the client. in Newman Street W1 which comprised of clients in relation to ESOS and have just total redecoration, new LED lighting, refur- completed this for Activ (the renamed bishment of the kitchen tea point areas and Delphi entity) sites in the UK, continuing We have also tendered Abbeyfield main- flooring. This was in addition to carpeting our 17-year consultancy relationship. There tenance contract for their new construc- tion of retirement homes and the site’s infrastructure and given advice on the cleaning structure for the clients inhouse cleaning operation. We have now completed the contract’s development phase for the retender of TFM services for the Civil Aviation authority in Gatwick, including their satellite offices and new space in Canary Wharf which we have managed from tender stage, presentations and appointment throughout the year. We have just started a review of FM services for Plymouth Argyle Football Club with a review of contracts and operations similar to the consultancy works we have previously undertaken for Liverpool FC and Rangers FC.

Incentive Workspace We undertook the management of a major restack for Ascential’s offices which was completed over an 8 month period. This Bill Pollard Alisha Henderson involved several office moves from existing

Page 12 is new legislation, the Simplified Energy and Companies and large limited liabilities part- prepare an annual report, and include this Carbon Reporting scheme (SECR) from nerships (LLLP’s). The definition of large is information in their annual directors report. April 2019, which will run in parallel with similar to ESOS – 250 or more employees, We have again been appointed by Activ for ESOS, and the requirement for this report- an annual turnover of more than £36m and this work. We have also filed the first ESOS ing depends on the size and shape of the a balance sheet exceeding £18m. To com- assessment in Scotland this year and have organisations in the workplace. The require- ply with the legislation a Company must capacity to do these and the new SECR ment is quoted Companies, unquoted large measure their annual energy consumption, assessments for new or existing clients.

Page 13 Charity update

By Jeremy Waud, Martin Reed and Bruce McDonnell

Incentive FM had a fantastic Peaks challenge’ in aid of Scotty’s Little Room Manager, took in the delights of Soldiers charity and we raised just short of Guildford (not all intended!) and everyone year and raised over £70k for £8k, climbing both peaks in 24 hours. We set safely completed the 110-mile round trip by charity. The teams around the off on a very very wet and windy Scafell Pike mid-afternoon. Louise Simpson did an first of all, drove through the night and then admirable job on her Harley Davidson acting business have really shown an successfully climbed a very snowy Ben Nevis! as back marker, sweeper and traffic stopper incredible attitude towards The only thing that nearly got in the way when required! raising money for Charity. was the transport which, despite the AA The motorcycle exotica included a vin- coming out to try and help us ,was limited to tage Harley Davidson, Jeremy’s 1981 Italian Our chosen charity Scotty’s 50mph due to a technical issue. Otherwise Laverda Jota, Lee Douglass’ original six-cylin- Little Soldiers resonates with the driving was spot on, thanks Reedy! der CBX 1000 Honda from the 80’s, two Our mountain climbing days may be BMWs and a variety of fast and gleaming all of us and it really is such a over (for now…….) but we have some bril- modern machinery. worthy cause making a huge liant ideas for our 2020 charity challenge. The long-distance award went to Liz Stay tuned… - Bruce McDonnell Mc Laughlin and Chris Windass who rode difference to children’s lives. their respective bikes from Nottingham that – Bruce McDonnell Charity Motorcycle Ride morning and returned the same day. The money raised for Scotty’s Little Soldiers will Incentive FM - Twin Peaks help support children who have lost a parent In May 2019 the Incentive FM leadership serving in the British Armed Forces. team continued on our quest to conquer the Our fifteen riders were Ashley Hoadley, tallest mountains in the UK on their ‘Twin Ben Curry, Chris Windass, Craig Douglas, Darren Marston, Duncan Trench, Hector Patterson, Jeremy Waud, John Mansfield, Lee Douglas, Liz Mclaughlin, Lou Simpson, Rod Watts, Sam Coles and Tony Lyle. This event provided the perfect opportunity to mix a variety of staff, suppliers and In our constant quest to try to do something friends on the open road, whilst making a that is fun, different and has a worthwhile significant sum of money for a fantastic charitable outcome – this year we decided charity. We all had a great time and encour- to try a charity Motorcycle ride! A selection age others to join in the fun next year – of Incentive FM Group staff bikers was route to be agreed and it will be on Friday quickly identified and supported by a num- 29th May 2020.” – Jeremy Waud ber of friends and business partners to make up our inaugural touring party that eventu- ally raised in excess of £5,000. The event – which started at the famous Ryka’s café at Box Hill in Dorking, Surrey – saw the riders set off for a two-hour ride to Meon in Hampshire along a beautifully sce- nic ride through Horsham, Petworth and Midhurst before enjoying a hearty lunch at Loomies café. The more direct journey north in the afternoon, again led by John Mansfield, Incentive Lynx Security Control

Page 14 Page 15 Incentive FM 2019 Charity Ball

The Incentive FM annual Charity Ball was held last March in Sheffield included a blind and silent charity auction, raffle, three-course meal, and was a resounding success, raising over £12,000 for this year’s cho- magician, and live entertainment. sen charities, Scotty’s Little Soldiers and Cash for Kids. Glenn Wilson, Operations Director for Incentive FM commented: Around 200 guests from our facilities management sector and the “This is the fifth year that we have hosted the Ball and we are thrilled wider business community donned their finest attire and put on their with how successful it continues to be. Our two chosen charities are dancing shoes at the event, which was held at the Hilton Doubletree close to everyone’s heart at Incentive, so it’s great to contribute to such Hotel in Sheffield Park. The ball, now in its fifth consecutive year, worthy causes.” – Bruce McDonnell

Page 16 £70,000 sofar for Scotty’s Little Soldiers charity! Children’s Armed Forces gruelling, with the three peaks challenge perhaps topping them all! charity, Scotty’s Little Soldiers, So far, we have raised just over has been our chosen charity £70,000 for Scotty’s. Jeremy Waud, Chairman, Incentive FM since being overwhelmingly Group said: voted for at our Group “We are very proud to have supported Conference in September such a great charity for the past 3 years. We have a huge amount of respect for all 2016 from a short list of three our servicemen and women therefore charities we considered. helping the children of those who have lost a parent whilst serving in the British Armed Scotty’s Little Soldiers is a charity dedicated Forces is of great importance to us. This is to providing wide ranging support to going to be a hard act to follow and we will bereaved children who have lost a parent in due course be considering our forward while serving in the British Armed Forces. fund raising options including who we As you will have seen from previous support as a group for the next phase.” Upstream newsletters, a large number of our UK client site teams and employees elsewhere in the Group have been involved in raising money for Scotty’s through an amazing array of events and initiatives – many of them physically

Page 17 Learning & Development By Oliver Game and Laura Phillips

Incentive FM Group is committed plete for their role, allowing them to track develop a coaching culture across the busi- to the development of all staff at all their own growth as each course is stamped ness that further supports wider learning upon completion, as well as guiding them and development on the job. 70% of staff levels within the organisation, towards potential further development agreed that they receive such support from promoting a culture of continuous opportunities that may help them. their line manager in our recent survey. learning and growth through Over the last 12 months, L&D have The SHEQ team supports training with a flexible programmes. These are delivered 98 Classroom Sessions capturing number of health and safety courses deliv- designed to meet both the diverse almost 1000 learners and 2239 eLearning ered in-house. These include Mental Health sessions have been completed. First Aid, IOSH Managing Safely and IOSH needs of our employees and future Further to this, by working closely with Working Safely. With this support from the capability requirements in line with operations, several bespoke packages have SHEQ team we can offer health and safety business strategy. been developed and launched this year courses at a cost-effective price. including: With the growing climate crisis, the The L&D team headed up by Oliver Game, 1 Day Customer Service Workshop – a Learning & Development team at Incentive L&D Manager, have an innovative approach unique approach to Customer Service are making moves to be carbon neutral. The to meeting their objectives, seeking alterna- Training for our frontline Security Officers team has calculated their individual carbon tive ways to share and facilitate learning and etc. that gets them out of the classroom, footprint based on the travel they have encouraging employees to take active identifying and modelling exceptional cus- undertaken in the last year, their energy responsibility for their own development. tomer service from high end establishments usage when they are not travelling (the The L&D team have designed blended learn- and locations. team are based from home when not ing solutions to meet and extend beyond Bespoke Customer Service Programme – needed on site) and have tallied up their statutory requirements that are accessible to designed to fit around the bespoke needs of combined CO2 output. They are offsetting all, with an L&D Prospectus available to our individual client sites, owned and driven by this by getting involved with initiatives such people so they can see all development members of the on-site team but supported as tree planting, calculating how many trees opportunities open to them as well as a by the central L&D Team. This programme is would be needed to offset their carbon Calendar that lets them book onto courses. designed to adapt and develop organically, footprint and planting them/ donating them In our recent staff survey over 75% of our with no prescribed end date. Instead, it is a accordingly. staff said that they receive sufficient training transformation programme intended to Looking ahead, L&D are starting to to complete their role, however our adapt to the changing needs of the location. develop initiatives that will allow us to sup- approach to learning and development Training is not just down to the L&D pro- port the development of our employees in allows our employees to further develop fessionals and we encourage open commu- new and diverse ways. These include learn- beyond the boundaries of their job specifica- nication between management and Central ing videos that provide bite-sized chunks of tion and to pursue their own career aspira- services regarding issues, gaps identified and learning that employees can access at any tions. Indeed, we currently have 71 employ- opportunities for improvement. The Central time, even during their morning commutes, ees up-skilling through a range of appren- HR Team supports the L&D function with as well as podcasts and animations that rein- ticeship schemes, developing our staff for management training to ensure line man- force learning content from our the future as well as utilising our Levy Pot. agers are equipped with the tools required Management and Leadership Development Following the success of the launch of to manage their teams when running work- Programmes and further enrich the learning the Learning Passport to the FM business, shops, Bite Sized Training sessions within of our employees. we have extended this across each division, team meetings, systems use and coaching In recognition of his approach to revised as appropriate to the needs of the and training on a 1:1 basis. Furthermore, enhancing opportunities available to our individual operating businesses. The coaching skills are built into our Supervisors teams and his own personal achievements, Learning Passports provide our front-line Development Suite as well as our Oliver received the Group Central Services team members with the minimum standard Management Development and Leadership Award at our annual conference in of developmental courses they need to com- Development Programmes, helping us to September 2019.

Page 18 Sports Gleneagles 2019 report By Jeremy Waud and Martin Reed

The June 2019 visit to Jeremy Waud in amusing circumstances after a count back having both scored 34 Gleneagles followed the points. In coming second, he managed to customary form of various win more money on the Gary Yardley bet- ting formula, as he also bought the result- groups of our staff, clients ing 4th place man in the auction and accu- and friends challenging mulated yet more funds! themselves over the beautiful, Gary Yardley was midfield and Shane Moloney from Shipleys was looking some- yet grueling, three courses what like a drowned rat in round one as on the famous Gleneagles apparently nobody instructed him to pack wet weather gear – does it ever rain in estate that hosted our Scotland? 2019 Surrey Rugby famous European Ryder Cup Bill Pollard was his usual canny and steady self, amassing 57 points alongside Finals day victory over the USA in 2014. Jeremy over two rounds with Mark Stupples We were delighted to complete ten years as on 51. Top honours over the two rounds Surrey Rugby Club’s final day sponsor in The first group up playing for the rather tar- went to Virgil on an impressive 60 points May this year. Incentive FM Group nished but charming Incentive FM Team covering both Kings and Queens courses. Chairman Jeremy Waud presented the Challenge trophy (a Quaich or Tassie in the The overall victor from 2018, Chris medals and trophies to the winners of the local vernacular!) was Jeremy Waud and Bill White, who was then representing GVA, Surrey Cup and Bowl alongside Surrey RFC Pollard who hosted a variety of familiar President Nigel Hislop and tournament faces. First timer and highly competitive organiser Tyrone Lawless. golfer Simon ‘Virgil’ Marshall from Fidum Our association with Surrey RFC has Property Management played beautifully. been a great one over all these years and I He lost out for the group 1 Queen Course hope that we have helped this important honours on the last put, last green to area of amateur team sport over our spell as sponsor – it’s been great fun for us too. This year top honours in the Surrey Cup went to Weybridge Vandals who beat Old this time as an independent agent, dropped Mid Whitgiftian’s 31-25 in a tight and excit- 14 points on his 2018 efforts and was ban- ing match. The Surrey Shield saw the Old ished into an ignominious 7th place, need- Walcountians come out on top against Old less to say he was not in the least bit both- Freemen’s by 18-13. ered – and Andrew Parkinson increased his In the Surrey President’s Bowl Final, Old two round tally from 33 to 36 points (this Suttonians were victorious against Merton year representing Plymouth Argyle FC) but with a margin of just one point at 27-26. could not be rocked from his bottom slot! Martin Reed and Bruce McDonnell hosted two groups later in the week and try as they might, even with the gallant efforts of JLL’s past winner Malcolm Angus, they could not usurp the 34 points from group 1 and accordingly the trophy is staying at Incentive FM Group head office for the next 12 months….

Page 19 And Finally...

Our Vision – To have staff who love working for us and clients who love working with us. Our Mission – To have true transparency with our staff and clients giving them the experience and feelings of an in-house team with all the business benefits of an outsourced one. We do this through the development and empowerment of our staff ensuring they have a desire to deliver the very highest standards in whatever they do. Our Values – Integrity, Loyalty, Respect.

Our Company: a diverse range of integrated services

consultancy workspace fm group limited

tec fire & security systems

Incentive FM Group is the UK’s leading The Group regularly helps clients save Incentive FM Group Limited independent facilities management and 20% from their facilities and mainte- 44 Loman Street services group which offers customers a nance costs. Its unique ‘profit share’ London full range of self delivered, tailored solu- proposition, which is based on achieved SE1 0EH tions covering any permutation of consul- cost savings, guarantees customers a risk tancy, TFM, integrated FM, single service free solution and an ability to maximise Tel: 0845 1477 121 and bundled services. savings opportunities. It prides itself in its www.incentive-fm.com It consists of: Incentive FM, the specialist strong relationships with customers facilities management trading division which which include: Land Securities, Savills, also incorporates Incentive Consultancy and CBRE, Somerset House, Cushman & Incentive Workspace; Incentive QAS, the Wakefield, Capital & Counties, Ascential, contract cleaning division; SWC Window Jones Lang LaSalle and Addleshaw Cleaning, Incentive Lynx Security, which Goddard. offers a full range of core security services; and Incentive Tec, which offers a full range of Maintenance and Electrical services.

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