Hard and Soft Facilities Management

Soft FM. These make the workplace a pleasant and secure work environment. Services include cleaning, catering, waste management, car parking, security and landscaping.

Hard FM. These are services that are directly related to the fabric of the building and ensure the health and safety of individual users. Services include fire safety systems, building maintenance, lighting, plumbing, heating/air conditioning and so forth.

What you should expect from Hard and Soft FM Services

  • Improves staff moraleA managed service that helps ensure the smooth running and safety of your premises. These services improve the productivity and morale of your staff by providing a clean and safe operating environment.

Benefits of using BPG to facilitate your Hard and Soft FM Relationships

  • We know what practices work really wellHaving optimised over 500 complex supplier relationships, we have deep expertise of trust building in relationships, proven processes and templates, along with expertise in what actions you need to avoid to make sure your managed soft/hard FM relationship achieves your outcomes, quickly.

What BPG delivers

  • Maximum value in your relationshipWe help you make sure your requirements and expectations are internally agreed within your organisation, that your service requirements are clearly communicated to the supplier market, simplifying the procurement and contracting process so you know ‘the art of the possible’ and engage with fit for purpose supplier(s) to generate maximum value.

Why BPG’s process is so important

  • A stable relationship promotes innovationOur process will drive great behaviours between you and optimise your service innovation process at the same time as reducing your BAU costs.

Considerations in Hard and Soft FM Relationships

How do Hard and Soft FM Relationships operate?

Outsourced FM Service Delivery : Managed (or outsourced) FM means using another company to provide the services for you.  There are different options available for outsourcing services.

  1. Individual managed FM service outsourcing. In this you would have one provider operating a single service. This can combine with many service operators or to supplement existing in-house service operation.
  2. Primed multi-service. This is where one company provides multiple, but not all, FM services. This might supplement existing in-house FM services.
  3. Total Facilities Management (TFM). This is where you would outsource all of your hard and soft FM services to a prime contractor – which in turn may have sub-contractors. A clear articulation of the objectives for the total services is key to preventing misunderstandings and disputes later down the line.

What challenges typically arise?

Many challenges often arise in hard and soft FM relationships, including:

  • There are often high volumes of small sub-contractors that the prime contractor finds challenging to assure compliance of
  • A lack of quick visibility over health and safety compliance levels
  • Misaligned KPIs that reflect only transactional service elements, as opposed to the wellbeing of the individuals in the working environment
  • Significant disputes over performance incentives and penalties
  • Risk assessments from the supplier(s) are often not accurate
  • Suppliers can have poor health and safety policies
  • Sub-contractors can sometimes not follow health and safety procedures and, prime contractors occasionally do not monitor this
  • A lack of due diligence from the prime contractor to sub-contractors to determine health and safety breaches leading to impending enforcement notices and prosecutions
  • Poor overall governance of the relationships between prime contractor, sub-contractors and end client.

Foundations for Success

When total facilities management works, it works really well. If you operate in a genuine collaborative manner, with appropriate levels of relationship management, contract management and performance management, you’ll often drive really excellent innovation and drive the costs of BAU service delivery down to its most optimum.

Many challenges exist to put in these collaborative and innovation foundations however:

  • If done well, you can expect driving a much better return on your investment; sometimes reducing your optimum cost base for BAU services by up to 27%.
  • Done badly without key foundations in place, your BAU services will often end up at lower service levels than you have now, and your costs are likely to escalate to be far more expensive than your current operating costs.

Don’t end up in this way. Use our ‘Optimise’ method to generate maximum value and the highest market reputation.

Some examples of Hard and Soft FM Relationships we can support you in

Examples of Soft FM Services include:

  • Cleaning
  • Catering
  • Waste Management
  • Car Parking
  • Security
  • Landscaping

Examples of Hard FM Services include:

  • Fire Safety Systems
  • Building Maintenance
  • Lighting
  • Plumbing
  • Heating
  • Air Conditioning

A few examples of the Hard and Soft FM partners we have detailed knowledge of

  • 14 Forty
  • Amey
  • Aramark
  • Atlas FM
  • Babcock
  • Balfour Beatty
  • Bellrock
  • Bilby
  • Bilfinger Europa
  • CBRE
  • City Facilities Management
  • Compass
  • Cushman & Wakefield
  • DCT Facilities
  • Ecovert FM (Bouygues)
  • Emcor UK
  • Emprise
  • Encor
  • Engie FM
  • Eric Wright
  • FM Global
  • G4S
  • High Access
  • Incentive FM
  • Integral
  • Interserve
  • ISS Facility Services
  • JLL
  • Johnson Controls GWS
  • Johnson Service Group
  • Jones Lang LaSalle (JLL)
  • Kier FM
  • Kier Services
  • Kingdom Facilities Management
  • Lakehouse
  • London Security Group
  • Macro
  • Mitie Group
  • NWC
  • OCS
  • PHS
  • Premier Technology Services
  • Rentokil Initial
  • Serco
  • Sodexo
  • Turner FM
  • Vinci Partnerships (Facilities)

What stage are you at in your Hard and Soft FM Relationships?

New Relationship

You’re procuring or contracting and you need it to work really well.

Existing Relationship

You’re in a partnership that could be working better.

Broken Relationship

It’s gone wrong. You need help to exit a relationship early and safely transition to another.