Upstream - The Newsletter of Incentive FM Group

New Group Contract Wins

Incentive FM Limited

Monsoon Accessorize has chosen leading independent facilities management company Incentive FM to support the organization at its prestigious Head Office in Notting Hill Village, West London.

Under the terms of the 3 + 2 year multi-million pound TFM contract, Incentive FM will be responsible for self-delivering a full range of onsite services including reception, helpdesk, security, office cleaning, day janitors, grounds maintenance, waste management and mail/couriers. By providing an integrated solution Incentive FM will deliver significant operational and financial benefits such as simplified communication, lower cost, more senior supplier representation and streamlined systems.

Initially 34 staff will transfer across to Incentive FM who will also appoint a full time onsite soft services manager, responsible for coordinating all activities on site and supporting the operation at a tactical level, providing the client team with a central point of contact. Training for all staff will be provided with the introduction of NVQs across all disciplines.

Incentive FM will also be introducing the use of Concept Evolution, which is a fully web enabled CAFM tool. This includes a helpdesk that has flexible and automated communication processes that save time and include information on Service Level Agreements and other performance measurements. This provides the helpdesk user with an ability to prioritise tasks efficiently and effectively. Tasks can be updated showing their individual status with colour coding to help the user to ensure deadlines are met.

Martin Reed, Managing Director at Incentive FM, said; "We have a number of clients in the prestige head office sectors and by working closely with each customer we provide a bespoke solution that brings financial value, statutory compliance and business efficiency. As a successful supplier of Total Facilities Management services to a wide range of service sectors, at Incentive FM, we have the experience in delivering all of the services required at Monsoon.

Exchange Shopping Centre, IlfordExchange Shopping Centre, Ilford

Following a competitive tender Incentive FM has been awarded a 3-year deal to provide an integrated Total Facilities Management (TFM) solution at The Exchange Shopping Centre in Ilford, Essex.

The TFM contract was awarded by leading managing agent Munroe K and, under its terms, Incentive FM will self deliver a full range of services required for the retail environment including waste management, security, cleaning, maintenance and other support services. A total of 33 staff will transferred over to Incentive FM as part of the contract under TUPE.

The Exchange occupies an area of 320,000 sq ft which encompasses a fully enclosed shopping centre, trading on three levels with over 80 retail stores and cafes. It also includes a multi-storey car park that operates on six levels and has the capacity for 1,100 vehicles.

In addition to The Exchange, Incentive FM has an extensive retail portfolio including St Stephen’s Shipping Centre in Hull, Crystal Peaks Shopping Centre and Retail Park in Sheffield, Crompton Place Shopping Centre in Bolton, Eastgate Retail Park in Bristol, Blackwood and Cwmbran Retail Parks in South Wales, and the Idlewells Shopping Centre in Sutton in Ashfield.

The company has also undertaken major consultancy projects for Lend Lease at Bluewater and Touchwood Shopping Centres as well as extensive on-going work for Hammerson and Capital Shopping Centres across their collective of eighteen shopping centres around the UK.

Commenting on the win Martin Reed, Managing Director at Incentive FM, said: “Our managing agent clients benefit from partnering with a sole supplier by needing to contribute less management time and administration and being able to deliver lower costs for the tenants. The company is able to focus on strategic and value enhancing issues such as marketing the centres, building strong links with the local community and working closer with its tenants rather than trying to manage a diverse number of different service companies.”

Egmont and Virgin Games

Two new tenants within the Monsoon Accessorise head office have awarded us their cleaning and housekeeping contracts.  
Egmont UK is a leading publisher and distributor of children’s books.
Virgin Gaming is backed by Richard Branson’s world renowned Virgin brand and is an online service that facilitates tournaments, leagues and ladders for the Xbox 360® and PlayStation®3 video game consoles.

Incentive QAS Limited

Marks & Spencer HQ, London

Marks & Spencer has awarded a three year contract to Incentive-QAS for the provision of a daytime office cleaning solution. Under the agreement, Incentive-QAS will handle all cleaning requirements at eight high profile office sites including the company’s head office in Paddington, West London.

Incentive-QAS have implemented a tailored daytime office cleaning service to meet the precise needs of the individual locations that are split between sites in the north and south of England. The different types of work undertaken by M&S at each office – including product testing, staff training, IT infrastructure and archiving – has meant that Incentive have had to consider and overcome a range of different cleaning challenges across the portfolio of buildings.

For example, the Waterside House and Merchant Square locations in Paddington have particular cleaning requirements due to the amount of products and food that are tested and chosen each day. Meanwhile, the White City office houses a Marks & Spencer staff training centre, whilst the Leeds location is used as an archive to store vital business assets.

The contract is managed centrally and supported by regional operations staff as part of the company’s strong focus on close management and supervision of staff. A team of more than 40 full and part time cleaning operatives have been deployed since August on the contract nationwide.

Marks & Spencer commented: “We needed a cleaning partner that could handle the unique and differing requirements of our office network. Incentive-QAS has demonstrated its ability to develop a solution that will deliver a high level of service, so we look forward to working closely with them moving forward.”

Incentive Lynx Security

Borough Market, London’s most renowned food market, has selected Incentive Lynx Security to be its security services provider. Under the terms of the 4-year contract Incentive Lynx will provide round the clock manned guarding services including the monitoring of CCTV systems.


Borough Market, London

The Market welcomes more than 4.5 million shoppers and visitors during a normal year, and many more people are expected during Summer 2012 when, for the first time in its history, the Market will be open 7 days a week through the Olympic and Paralympic periods. Incentive Lynx will be providing a visual deterrent with regular security patrols and be on hand 24/7 to assist market traders, staff and visitors.

Craig Pickard, Incentive Lynx Managing Director, states, “This is a unique and challenging assignment and we are sure that our flexible and logical approach to meeting customer needs with fit well with the dynamic nature of Borough Market.”

David Gledhill, Operations Manager, for Borough Market commented “Borough Market prides itself on providing a safe and welcoming environment for all our shoppers and visitors and we look forward to working with Incentive Lynx to continue to provide this.”