FM Consultancy

We have been providing M&E Term Consultancy services to Northwood Investors since 2023. Our services have been varied, and each property required a different approach and a different scope of works.  In total we have ongoing instructions at seven properties in Scotland and the South West. The challenge for Northwood was that they could not apply a one size fits all approach, and required expertise in a number of areas.  Hollis were able to provide the tailored service and approach required.

At the properties in Scotland, the same contractor had been engaged for several years, and Northwood felt their portfolio had dropped down the priority list.  Hollis provided strategic advice to Northwood through workshop type meetings.  Instead of simply suggesting a re-tender, Hollis advised that an initial one-off audit was a sensible approach to look to facilitate change.  We then identified the areas where improvement was required, and worked closely with the contractor to set a framework to achieve this, setting clear targets and timescales. Unfortunately, this was not successful due to a lack of necessary engagement from the contractor, and therefore an alternative approach was required.  We know that there is not always budget availability to manage a full competitive tender process within existing service charges. Northwood asked Hollis to engage with a trusted contractor and negotiate costs.  We recommended engaging with 2 trusted contractors, and facilitated a mini-tender process, adapting to the available fees, yet achieving the desired outcome.  Following ‘meet and greets’ between client and potential contractors, the preferred supplier was selected, and Hollis managed their mobilisation.  A successful maintenance contract continues with our support.

In comparison, at several properties in the South West, the existing contractor was performing to a satisfactory standard, however the client felt like there was complacency and potential for lower performance over time.  Hollis recommended an initial audit, which facilitated a clear action plan, and our one-team approach resulted in difficult conversations, but a positive reaction from the contractor.  At some properties we continue to audit quarterly, and others every 6 months, depending on complexity and available budgets.  A strong ongoing relationship has been achieved with the contractor, without the need for a tender exercise.  Hollis oversight ensures that the appropriate service levels are met and continual improvement achieved, which was the required outcome for Northwood.

For all the properties with Northwood and all our term consultancy clients, we are regularly consulted to advise on additional works, to review in terms of their cost, the need for the works, alternative options, and general technical advice.  As we know the properties inside out, and the client strategy for the assets, we can provide immediate pragmatic advice, allowing client decisions to be considered, yet streamlined.  We value Northwood’s trust, which is reflected in the fact that they often ask Hollis to engage with the contractor directly and instruct on their behalf, confident that we know how Northwood operate, and we have their interests protected.

We proudly act for our client APAM for their FM term consultancy on seven of their leading buildings across the North of England and Scotland. Our work began with initial reviews of the current maintenance strategy in conjunction with the APAM leadership team. The challenge was that APAM knew the existing contracts were not fit for purpose, however did not have the time or expertise to review these and reconsider scope and strategy from an independent point of view. It was determined to competitively tender the maintenance contracts, before being instructed for our ongoing FM services, completing six-monthly audits, chairing review meetings and offering bespoke, proactive technical advice.

Asset registers had not been updated in several years, and this meant that detailed inspections of each property were required. Through our site visits as part of the mobilisation process, asset registers and maintenance scope production was carefully managed, and we very quickly gained in-depth knowledge of the estate.  This enabled our advice to be tailored to the client's long-term strategies, as well as ensuring their maintenance contractors were performing to the highest level. We have been able to utilise our nationwide experienced engineering team to provide an active presence on site and real-time strategic advice to reduce the risks of issues escalating. This resolved the issue of APAM having a lack of confidence that the existing contract was providing appropriate value for money and level of performance.

By working closely with the client to quickly understand how they and their properties operate, we have been fortunate enough to bring more buildings online under our term consultancy package. This included tendering properties in Leeds.  It has also meant that APAM have engaged with Hollis to manage additional services above the term consultancy agreement, including chiller replacements, fire alarm replacements, tenant alterations, feasibility studies and energy reduction projects. Our proactive approach, coupled with the swift response to reactive issues, allows us to mitigate risk and maximise efficiency for APAM.

We oversee monthly meetings, we follow up on our audit actions, and we proactively provide APAM with status updates, audit score summaries, additional works progress, and generally ensure that APAM know we are looking out for them and their properties. 

Regular communication with both the client and maintenance provider keeps everyone aligned, and ensures we all know we are working towards the same goal. We always aim to develop a healthy ‘One Team’ approach, which was missing for APAM previously, and as a result the new maintenance contracts have been highly successful, with robust oversight affording APAM confidence that their buildings are optimised, efficient and compliant.

Hollis was appointed to manage a fully competitive tender process in line with PC on behalf of Hines. This required proactive engagement and management, to ensure all warranties and best practice maintenance was maintained, without any last minute rushing around at PC, ideal for client budgeting and mobilisation. We are now subsequently appointed to carry out annual Term Consultancy, to ensure contractor performance is in line with contract and site requirements.

Hollis was appointed on behalf of the landlord to inspect and survey tenant alterations across a mixed use asset, comprising predominantly office accommodation, with associated retail units and a small number of restaurants at ground floor level.

Our role formed part of the Licence for Tenant Alterations process, where we undertook inspections of the tenant fit out works to assess compliance with the licence conditions and protect the landlord’s interest. This included reviewing the nature and extent of alterations across different occupier types, each with distinct operational and technical requirements.

The project demonstrates Hollis’ experience working within office led, mixed use environments, where commercial workspaces sit alongside public facing retail and food & beverage uses, requiring a detailed and pragmatic approach to surveying within live assets.