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Inside This IssueGroup Sales Wins

Health and Safety News

Christmas Party

PFM Awards

Consultancy

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UpstreamThe Newsletter of Incentive FM Group

April 2012

Incentive FM Group makes major strategic acquisition

Welcome to the April2012 edition of theIncentive FM GroupNewsletter, Upstream.It has been a whilesince our last edition,so there is plenty tocatch up on. It hasbeen a pleasingly busytime for us – we hopeyou enjoy reading ournews and views.

On 1st February 2012 Incentive FM Groupacquired Lynx Security Services Ltd. Thebusiness, which has been renamed IncentiveLynx Security Ltd, has traded since 1983 andhas annual sales of £12 million.

The acquisition re-enforces Incentive FMGroup’s ongoing strategy to offer customersa full range of self-delivered, tailoredsolutions covering every permutation ofconsultancy, TFM, integrated FM, singleservice and a bundled services solutions.

As a result of the acquisition, the Group,which started trading just 10 years ago, nowhas total sales of just over £40 million perannum and 1,350 staff across all disciplines.(continued on page 4)

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The Lynx EffectWe have chosen this as our front pagestory partly because, in our ten year history,this is probably the biggest and most signif-icant deal we have done. From a strategicperspective the board had no doubt thatthis was a great opportunity for us and aswith so many things in life there is luck andthere is also perhaps fate!

Lynx was well known to us previouslyand largely on account of the originalfriendship I had with their ManagingDirector, Craig Pickard. The net result is ourconsiderable acceleration in terms ofgrowth and a refreshingly organised andlogical integration of the two organisa-tions, which one month in, feels very com-fortable and normal to all concerned. Manyback office functions like finance and HRhave a natural connection, as indeed doessales. The operational management andstaff on the ground looking after our cus-tomers have, and will continue to, noticeno discernible change and certainly noobstacles preventing them from deliveringanything other than a first class service.

P&FM Partnership AwardsIn the summer issue of our newsletter I wasreferring to our recent BIFM award andhoping that the Premises and FacilitiesManagement partnership award submis-sion for our work at EMAP would be recog-

nised. I am delighted to say that we wonour category! Congratulations to AnnieKarastoyanova (our site facilities manager),her team, our head office support and thewhole client team at EMAP’s four offices.

Market OverviewIt will be no surprise to hear that marketconditions are a bit tricky, but as alwaysthere is plenty of business out there for theright companies, provided they are respon-sive and competitive – so nothing newreally. What is more worrying is the contin-ued drive for lower and even lower marginsand the question we should ask is ‘howlow is too low?’

In my view there is an increasing con-vergence of margins across the service sec-tor and it is becoming difficult to see thetrend in differential between security,cleaning, multi service and M&E. It seemsnot unreasonable to expect a contractor totry and earn 8 -12% gross margin on largervolume work – say £ 500,000 per annumand upwards and that for smaller volumework to be operating at margins nearer15%. My observation is that some buyersare teasing contractors with work and suc-ceeding in closing deals at as low as 6%and this is entering the world of fantasyand idiocy. Companies who operate at thislevel will probably fail to be able to deliveror support the contract and sooner or later

could well go out of business in any event.One bad debt is probably all it will take andif this sounds unlikely to you, check out thehigh street bloodbath.

Come on buyers let’s get realistic, thereis more than one way of skinning a cat, solet’s try and be clever together and not witheach other?

Health and Safety – Baton change at the helmLes Carter retires in April and he has been atremendous and highly skilled member ofour team as well as an entertaining andever positive colleague to work with overthe last seven years. Have a great retire-ment Les and keep coming to see us onyour collection of pristine motorcycles!

As one door closes another opens aswe are fortunate in being able to expandthe role of Bill Smale to full time as ourHealth and Safety Manager in addition tohis current role in our consultancy divisionwhere he specialises in M&E maintenanceaspects of facilities management. Bill hasmore qualifications than I can define in oneline of text and is not only a good friend of

the company and a client of ours in yearsgone by at BBC Wales, but a fine successorto Les Carter.

CSR and FundraisingWe continue to support the TeenageCancer Trust in our numerous fund raisingevents around the country, most of them ata local level. In the autumn we had ourwhite water rafting in the Lee Valley Park,scene of this summer’s Olympic canoeingevents. This summer we will again beenrolling in the Tour Du Vin in associationwith the Waud Wine Club. A number ofIncentive staff, clients and friends will beparticipating in this three day eventthrough the Loire valley and into Bordeaux.In addition to being lots of fun we aim toraise a healthy sum for our charity.

Jeremy Waud, Managing Director

From Jeremy’s point of view

£I had quite high hopes for this budgetparticularly as George Osborne stated thatit would be 'unashamedly' pro-businessand designed to help kick-start economicrecovery.

But, in my view it failed to deliver on anumber of counts and I don't think I wasalone in feeling a little let down. Inparticular, there were two issues which,whilst on paper looked to be good forbusinesses like ours, actually fellconsiderably short of the mark.

Firstly, it was announced thatCorporation Tax will be reduced by 1%,which is of course a step in the rightdirection. However, let's put this intoperspective - for an SME making profits of,say, £500k a year it will only save them£5000, which, while helpful, is not thatsignificant. Having said that, CorporationTax under Labour was 28%, and theConservative's stated aim I understand is tobring this down to 22% over time. This is avery positive move and will ultimatelybenefit the business community; it is just ashame that we have to wait for this tohappen. Yet I suppose UK businesses areonly half of the story here, as this reductionis partly designed to attract businesses tothe UK. Experts say that as a result, the UK

now has the most competitive tax regimein Europe, so this bodes well. Apparentlywe compare very well with France,Germany, Italy and even the Netherlands,although we should not forget the factthat, by taking a short hop across the IrishSea, companies can enjoy a 12.5% rate inthe Irish Republic.

Secondly, there was the much heraldedNational Loan Guarantee Scheme, whichthe government has introduced to helpsmall and medium sized businesses to getbetter access to credit. Under the scheme,£20bn of guarantees will be provided tobanks on their unsecured debt, in returnfor a fee. In order to qualify for one ofthese loans you need to be turning overless than £50m a year and then you will beentitled to a discount on that loan of onepercentage point on the interest rateoffered by the bank.

This is potentially a brilliant initiative.However, it is entirely pointless as it doesn'taddress the real reason why banks don'tlend to SMEs - which is that they areextremely risk averse and looking forabsolute guarantees that loans can berepaid. This scheme will not manifest itselfin giving more security, so the banks willcontinue to only lend if you have a strong

enough balance sheet or other personalassets as security.

This means you could be running agreat business but if the balance sheetlooks weak, the banks will not lend nomatter what. Instead, we should be usingthis guarantee to provide security for thefirst two years or the early part of the loanto enable people to invest in their business- be it research and development oracquisitions or service expansion. Thebanks need to be encouraged to lend,although various attempts by thegovernment over the past 12 months havefailed to do this. Taking the interest ratedown by 1% is neither here nor there -because if things really are so tight that the1% means the difference between successand failure, it is not the right thing to doanyway.

In reality, what companies need isfinance - not cheaper finance. SMEs aren'ttoo worried about interest payments. Thekey problem is actually getting a loan in thefirst place.

So, Mr Osborne, whilst I think yourideas were coming from the right place,they do seem to need a little more thoughtif you really see the SME sector as vital tothe UK's economic recovery.

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Missed opportunity for SMEsJeremy Waud – Managing Director of Incentive FM Group

Friars Square, AylesburyWe were awarded this soft services con-tract by Jones Lang LaSalle and our servicedelivery started in October 2011. Here weare contracted via Incentive FM and aredelivering both cleaning and security serv-ices at this prestigious shopping mall.

Devonshire Square, LondonChartered surveyors and property manage-ment consultants, Gerald Eve, awardedIncentive FM the contract in November toprovide a full range of facilities manage-ment services to this small investment prop-erty on behalf of ultimate client MordenCollege. We deliver the cleaning and M&Econtracts as well as energy and all otherspecialist services.

Heron Tower2012 started positively for Incentive QASby being awarded the cleaning and associ-ated supplies contract for what is currentlythe tallest building in The City of London.The contract with Heron Corporation isplaced with us by the managing agent ofthis tremendous iconic building - Cushmanand Wakefield. We are particularly pleasedto have been selected for this assignmentby the joint client team after the previousprovider fell by the wayside. There were anumber of technical, operational andstaffing issues to overcome and the teamon site and our off site support manage-ment have done a really great job. We arewell into our agreed rollout of tenant serv-ices and have been employed by all of thestand-alone occupiers who have takenspace in this six star commercial space. Seethe full article on this project later in thenewsletter.

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New Group Contract wins

Liverpool Football ClubWe were delighted to be approached byone of our old consultancy clients who hadsince joined Liverpool Football Club. Hewanted us to help him review the facilitiesmanagement activities and structures atthe club. This project has been led byJeremy Waud alongside JessicaStrawbridge and Bill Smale. At the time ofgoing to press, the fascinating three monthproject covering the Anfield stadium,Melwood training ground and also the LFCAcademy is at report and recommendationstage.

Johnson Matthey, HertfordshireThis company is an expert metals andchemicals business that specialises in auto-motive engineering products. Amongst

other products, they manufacture catalyticconverters for the global market. IncentiveQAS were delighted when the bid team ledby Jamie Wright secured this cleaning andsupport services contract. The substantialcontract started on 1st April with sixty-fivemembers of staff transferring to us fromthe outgoing contractor.

St Stephen’s Shopping Centre, HullAlso starting on 1st April was St Stephen’sShopping Centre. Our bid team was led byRoss Campbell and supported by on-goingaccount director, Martin Reed. This sub-stantial shopping centre has been on ourhit list for some years. The TFM contractwas awarded to us by Munroe K, a manag-ing agent who we have known very wellfor many years and have undertaken somebusiness with. This however is our mostsignificant contract with them in this presti-gious town centre anchor scheme. StStephen's Shopping Centre opened in2007 and represents 565,000 square feetof retail space. It has over 10 million visitorsa year. We will be transferring 38 staff ontoour payroll across the management, secu-rity, m&e, car parking and housekeepingdisciplines.

Monsoon Head Office, Shepherds Bush, LondonAnother 1st April start for our facilitiesmanagement team is Monsoon’s HeadOffice. This contract for the head officecomplex of the well-known high streetretailer involved the transfer of 23 sitebased staff from a variety of previouslyused organisations. Our bid team was ledby Rob Cundey and Russell Tomlinson andwas supported by Account Director MartinReed. The prestigious Head Office islocated in Notting Hill Village, WestLondon. It is an exciting new developmentdesigned by award winning ArchitectAllford Hall Monaghan Morris that sits nextto Westfield Shopping Centre.

Colgate PalmoliveWe are delighted to have resecured ourTFM contract in Guildford for a record thirdterm which potentially takes us up to 2017.

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Russell Tomlinson, Associate Director of Group Sales

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On 1st February Incentive FM Groupacquired Lynx Security Services Ltd. Thebusiness, which has been renamedIncentive Lynx Security Ltd, has traded since1983 and has annual sales of £12 million.

The acquisition re-enforces Incentive FMGroup’s ongoing strategy to offer cus-tomers a full range of self-delivered, tailoredsolutions covering any permutation of con-sultancy, TFM, integrated FM, single serviceand a bundled services solution.

As a result of the acquisition, ourGroup, which started trading just 10 yearsago, now has total sales of just over £40million per annum and 1,350 staff across alldisciplines.

Incentive Lynx Security Ltd continues tooffer a full range of stand-alone core secu-rity services to its customers including thesupply of Security Officers, ReceptionServices, Key holding Services, Loading BayManagement, Remote CCTV Monitoring,Patrol and Alarm Response Services,

Security Audits and the supply of TemporarySecurity and Corporate Event Security staff.

The existing management team have alljoined us and become part of the IncentiveFM Group.

Craig Pickard, Managing Director atIncentive Lynx Security Ltd, said: “We haveworked closely with Incentive FM over theyears and always been impressed with theircommitment to a quality service which wefeel mirrors our own. For our customers it isbusiness as usual except that they will nowhave the added benefits of us being part of

a stronger and broader FM services organi-sation.”Jeremy Waud, Managing Directorat Incentive FM Group, said: “Unlike mostof our competitors we are very flexible andas an SME organisation with an unusualbreadth of offer, our customers really getthe solution that suits them best, ratherbeing shoehorned into an off the shelf stan-dard contract. The high profile and highquality Lynx security service is very comple-mentary to Incentive FM Group’s contractcleaning, consultancy and facilities manage-ment activities and broadens our range ofservices for customers.”

“For Incentive this is a really major stepforward and the whole company is visiblyexcited by this step change in our business –this really does feel like we have a grown upbusiness on our hands now” said Jeremy.

In terms of significant events over thelife of the business, Quality Assured Services(QAS) joining the group in 2009 was a bigdeal and this one is even bigger. The consis-tent feature is trust – in both cases the man-aging directors of the businesses have beentrusted industry figures and more specifi-cally personal friends away from work. Thistrust and confidence underlines our joinedup culture and this expansion will be a greatsuccess for our staff, our customers and ourshareholders.

The Incentive Lynx team at More London

Group photo from left to right: Mike McRoberts, Bob Crowhurst, Roland Bull, Louise Simpson, Jeremy Waud,

Craig Pickard, Bill Pollard, Barbara Jones, Raj Pradhan, Ray Edwards

Left to right: Mike McRoberts, Roland Bull, Craig Pickard, Raj Pradhan, Bob Crowhurst

Incentive Lynx SecurityMajor StrategicAcquisition

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Formerly Lynx Security Services, the com-pany was started in 1983 by foundingdirectors Jeremy Wetherell and his wife,Mary. With experience from theMetropolitan Police and British intelli-gence services, Jeremy developed thecompany into a well known supplier ofmanned guarding services and, until2005, operated a highly respected privateinvestigations division.

Craig Pickard, Managing Director,joined the company in 2001 and the fol-lowing years saw rapid growth of thecompany and the forging of long termcustomer relationships with clients suchas Broadgate Estates, Land Securities,Knight Frank, IPC Media and TheEuropean Bank for ReconstructionDevelopment. Operations Director, RajPradhan, joined the company in 2007bringing with him strong service industryexperience from corporate security oper-ations and an international hotel group.

One of the company’s flagship con-tracts is at the More London developmentlocated in Southwark, near to theIncentive Group offices in Loman Street.More London is a vibrant business com-munity in a world famous location adja-

cent to Tower Bridge and opposite TheTower of London. It is a complex mix ofoffices, retail and restaurants, with signifi-cant public access. It boasts the head-quarters of some of the world's largestprofessional firms and every day over20,000 people pass through.

This environment brings with it awide range of unique security and riskissues and these are ably addressed bySecurity Manager, Chris Middleton, andhis team of 58 Incentive Lynx staff. Thesecurity team at More London havereceived many commendations fromMore London management, MoreLondon occupiers, local police and public.In 2010 the team won a British SecurityIndustry Association award for BestSecurity Team – London Region.

A fine example of the situations thatthe More London team deal withoccurred this month when three personsattempted to steal a bag from a memberof the public in the street. With the assis-tance of the security team, police wereable to locate the suspects and arrestthem. Comprehensive statements andCCTV evidence provided by the IncentiveLynx team will help the police in the suc-

cessful conviction of the criminals. In an email to Jill Zekria, More London

Estate Director, a Metropolitan PoliceInspector commented, “The police offi-cers who attended have detailed to methe excellent support both the Police andthe victim of crime received from MoreLondon Security Manager ChrisMiddleton and his team and I wanted tohighlight their efforts to you and pass onmy thanks.”

The company’s management teamhas been located for the past 10 years inLondon E1 near Aldgate East tube sta-tion. In addition to offices and trainingfacilities, this location also houses aControl Room that monitors contractsites on a 24/7 basis. The entire team willbe moving to the Incentive FM Group’sLoman Street offices in mid April and anew Control Room installed.

Everyone at Incentive Lynx Security islooking forward to working with the restof the Incentive FM Group to contributeto its continued growth and success.

Introducing Incentive Lynx Security

Craig Pickard, Managing Director

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New Health Safety LegislationApril and October are the two ‘CommonCommencement Dates’ for any new healthand safety legislation. No new legislationwith any relevance to the Incentive FMGroup is due to come into force in April2012.

Health & Safety Executive Developments (HSE)Budget cuts of around 35% will lead to sig-nificant changes in the way the HSE goesabout its business in 2012 and onwards. Inthe past the HSE has devoted around 60%of its time to pro-actively helping employ-ers to comply with H&S laws and 40%reactively on enforcement action. Thebudget cuts will mean the emphasis will bemore on enforcement, taking up 80% oftheir time with just 20% on pro-activeassistance.

In addition the HSE are planning torecover the costs of their interventions. Theunderlying principle has already beenagreed with the Government and this newscheme could apply from April 2012, sub-ject to legislation being passed. If during aninspection or investigation a failure toadhere to health and safety law identifiedby an inspector as requiring formal action isdiscovered, costs would be recovered. Feeswould apply up to the point where HSE'sintervention in supporting businesses inputting matters right has concluded.

Law-abiding businesses will be freefrom costs and will not have to pay apenny. Under the proposals, HSE willrecover costs at current estimates of £133per hour. Costs of any specialist supportneeded by HSE would also be passed on.Invoices will need to be paid in 30 days.

Löfstedt ReviewProfessor Löfstedt has published findings ofthe review commissioned by theGovernment to reduce the burden of H&Son employers. His general view is that theproblem lies less with the regulations them-selves, but more with the way they areinterpreted and applied. In some cases thishas promoted unnecessary paperwork anda focus on health and safety activities thatgoes above and beyond the regulatoryrequirements.

The key recommendations are:1.Exempting those self-employed whose

work activities pose no potential risk or

harm to others from health and safetylaw

2.The HSE should review all its ApprovedCode of Practice by June 2012.

3.The HSE undertakes a programme ofsector-specific consolidations to be com-pleted by April 2015.

4.That legislation is changed to give HSEthe authority to direct all local authorityhealth and safety inspection andenforcement activity. This will ensure thatit is consistent and targeted towards themost risky workplaces.

5.That the original intention of the pre-action protocol standard disclosure list isclarified and restated and that regulatoryprovisions that impose strict liabilityshould be reviewed by June 2013.

Les Carter’s personal views:Don’t expect any radical change, the prob-lem lies with how our existing laws are inter-preted and applied. H&S laws have been dis-torted and overplayed by people with poorunderstanding, some of whom are workingin positions of influence within large organi-sations.

If something seems absurd and unnec-essary then it is not what the law requires. Tohelp rebut these H&S myths, the HSE aresetting up a disputes panel dedicated to dis-proving myths which bring H&S into disre-pute and take valuable time away from thereal issues.

Water Systems - Leigonella Bacteria – Why Bother?The deaths of 3 British tourists after con-tracting Legionnaires’ disease from thewater system in their Spanish hotel remindsus of how important it is to look after thewater systems in our contracts. A total of 20guests at the hotel contracted the diseasebut the stronger, fitter ones recovered.

The disease is contracted by inhalingdroplets of infected water which are smallenough to penetrate deep into the lungs.The incubation period is around 10 days andolder people as well as those with weakimmune systems or lung problems are mostsusceptible.

Usually multiple deaths from Legionairesdisease are caused by the large wet air con-ditioning systems with cooling towers onthe roofs of buildings. But in reality domesticwater systems cause more deaths in totalbut go largely unreported because they areusually just individual deaths.

Health & SafetyUpdate

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To prevent legionaires disease make sure:1. A risk assessment of the water system

has been carried out and any remedialmeasures are implemented.

2. Water storage tanks are clean andsealed.

3. Any little used outlets are identified andflushed weekly.

4. Water temperatures are checked toensure they are in the safe zones (hotabove 50 deg C & cold below 20 deg C)

5. Shower heads are cleaned and disinfec-ted quarterly.

Contractors - Unsafe BehaviourA couple of pictures left and above showhow the safe water–fed pole method ofwindow cleaning can be made quite haz-

ardous. (Neither of these has anything todo with IFM or IQAS and were caught oncamera whilst passing by.)

Were these methods authorised by thecompany involved or was it the workersmaking it easier for themselves?

These situations highlight the need forthe monitoring of contractors to ensurethey follow safe working practices. You canbet the risk assessments provided for theclients did not say ‘climb on the nearby flatroof’ or ‘stand on top of the van’.

More Senior Managers Prosecuted forHealth & Safety FailingsSection 37 of the HASAW Act provides forthe prosecution of directors and seniormanagers where an H&S offence is com-

mitted with their consent, connivance orneglect. Although not a huge number (43last year) it has risen by more than 400% inthe last 5 years.

This stems from guidance issued to HSEinspectors in 2008 emphasising the needto consider personal prosecutions where itwas clear that directors and senior man-agers failed in their duties. Most punish-ments were fines of between £3000 &£20,000 but there were also two prisonsentences and two community serviceorders passed.

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2011 was the most successful year forIncentive FM Consulting so far. Not only didwe do more consultancy days than everbefore but we also expanded our servicesto a wider range of clients.

In November Incentive FM Consultingwere instructed by Liverpool FC to com-plete a review of their non match day facili-ties operations at the main locations ofAnfield Stadium, Mellwood TrainingGround and their Youth Academy. AndrewParkinson who had previously been theCentre General Manager at Bluewater hadmoved to Liverpool as Operations Directorand quickly recognised that the skills andknowledge we bring to the retail sector isdirectly transferrable to the stadium opera-tions of clubs like Liverpool. This work willcontinue through 2012 and hopefully wecan help to make Liverpool champions offthe field as well as on it.

Jeremy was so excited by this new rela-tionship he donned his brand newLiverpool scarf and made his first appear-ance at a football match when he attendedthe recent Carling Cup Final. After thematch Jeremy said “once I had got used tothe ball being that funny round shape thegame was really rather exciting”!

Another new consultancy client is LandSecurities who are one of the UK’s leadingproperty companies with assets totallingmore than £8bn. Following a competitive

tendering exercise Incentive FM Consultingwere instructed to provide technical pro-curement support to the team at LandSecurities. The project scope includedaround fifty high profile commercial officebuildings in the West End, City and Victoriaareas of London. The contracts acrosscleaning, security and maintenance serviceshad a total contract value in excess of£30m.

Hammerson, Capital Shopping Centresand Lend Lease continue to be supportedby Jessica Strawbridge and the team whoprovide bi annual operational reviewsacross all FM disciplines. This work contin-ues into 2012.

Hammerson have expanded their port-

folio through 2011 with the addition ofSilverburn Shopping Centre in Pollack,Glasgow and Centrale Shopping Centre inCroydon. Our consultants assisted with theprocurement of security and cleaning serv-ices at both shopping centres with the newcontracts going live in November 2011.These two centres, along with UnionSquare in Aberdeen are now added to ourregular operational audit scheme.

Consultancy review – Table topping results in 2011

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Incentive QAS has landed a three-yearcontract to provide cleaning services atHeron Tower, the tallest building in theCity of London. The bid was led by JamieWright from our sales team, the contractis run by Paul Taylor.

We are responsible for the cleaning ofcommon areas across 51 levels of the230-metre building, including all externalwindow cleaning and internal commonarea glass cleaning.

Additional responsibilities includepest control, janitorial services, washroomservices and the cleaning of the fullyglazed double-deck scenic elevators.

We will report to managing agent

Cushman & Wakefield. Under separate arrangements,

Incentive QAS also now work for thebuilding's tenants, including US law firmMcDermott Will & Emery, whichoccupies Levels 8 & 9.

Kevin Sensier, Head of CentralLondon Operations at Cushman &Wakefield, said: "We selected IncentiveQAS on the basis of their experience andcommitment to delivering highstandards of service. We are confidentthat they have the skills and expertise todeliver the 6-star service standards thatare a core part of the service ethos at thebuilding.

Heron Tower

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On the weekend of 4th February 2012, IFMmoved Glenigan from their existing officesto their newly refurbished offices at OceanView, 80 Holdenhurst Road, Bournemouth.

Glenigan identified their new space inSeptember 2011 and asked IFM to projectmanage the refit of the 10,000ft2 space onthe 5th floor of the building.

Incentive, working with architects Burt-Jones & Brewer, undertook a working brieffrom the Directors and senior Managers ofthe Glenigan business to specify the correctworking environment for Glenigan.

Incentive then created a specificationwith detailed drawings and competitivelytendered the works with the successfulbidder being Overbury.

The specification comprised of newceilings, LED lighting with light sensitive PIRcontrols, building of a large boardroomwith two further meeting rooms, a curvedwaiting Reception area for guests, akitchen and breakout area for the staff.New carpet was also specified.

Incentive was also asked to help specifyand tender new furniture for the businesswith a clear brief from the senior manage-ment of Emap in London.

The boardroom and meeting room fur-niture was provided by EKO - using abespoke manufacturer delivering black oaktables with cable management, matchingcredenzas and meeting room chairs.

An AV Company was also appointed to

install TV screens, overhead projector andscreen in the boardroom with speaker sys-tem. Lighting to board and meeting roomswere all LED with dimmable function forpresentations. A conference call systemwas also installed in the boardroom.

An electronic room booking systemwas also installed to each meeting roomwhich is operated via Outlook. The unitshave a green border when the rooms free,which turn red during the period they arebooked and occupied.

The main office furniture was suppliedby Portsdown, a local supplier that com-prised of an Elite Linnear white benchingsystem with cable Management and slidingtops. Black think operators chairs were pro-vided by Steelcase.

Portsdown also supplied breakout fur-niture from Orange box, comprising of amixture of tables, chairs, and sofas.

The building works commenced inearly December and practical completionwas on 27th January 2012.

Furniture was installed the followingweek and the move took place on time andon budget with the staff ready for opera-tion on Monday 6th February 2012.

The Incentive team for this projectcomprised of Regional Manager - JohnGarrard and Site FM - Kerry Andrews. Theteam worked closely with Jonathan Blanksfrom Emap, London and Mike Woolfrey,the MD of Glenigan.

Incentive FM Project ManageGlenigan relocation

In December 2011 we launched the roll outof our new computer aided facilities man-agement system; Concept Evolution.

The decision to opt for ConceptEvolution was taken after having tested themarket for the best fit solution for our busi-ness and our client requirements.

As part of the 12 month project weidentified a cross section of internal andexternal stakeholders and identified ourobjectives to deliver a system which:• Provides a reliable, efficient and user

friendly system• Provides the highest level of flexibility,

accuracy and timeliness of reporting

• Which can fully integrate with our busi-ness

• Is scalable to support our expandingbusiness

• Provides value added functionality toincrease customer satisfaction

The implementation of the system repre-sents the largest single investment in oursystems and processes.

Concept Evolution is the latest develop-ment from the Concept family. It is ownedand developed by FSI and is widely recog-nised as the industry leading web basedplatform for CAFM solutions. The system isfully hosted by our partner and offers thehighest levels of service resilience to ensureour business is fully supported.

The first phase of implementation isnow complete. We have migrated the pre-vious system onto Concept Evolution andhave focused on training and delivering thebasic functionality of the system including;budget management, purchase orders,invoice processing, integration with Access(our accounting package), PPM, helpdeskand PDA technology. As part of this processwe are taking the time to ensure that thecontrols around SLA management andplanned activities are consistently imple-mented whilst giving full support and train-ing to all users.

The next phases of implementation willsee the development of internal and exter-nal reporting, as well as dashboard styleformats to give clients real time visibility ofall aspects of service.

We will also be focusing on rolling outthe real value adding functionality of thesystem. This will provide our users with thetools to allow them to do their job moreefficiently. In addition we will be providingclients with invaluable processes to assistthem in delivering improved services totheir users and providing managementinformation to support future businessdecisions; including asset managementand planning.

The success of the implementation ofthe system is purely down to our users andtheir buy-in to the significant businesschange. The last few months have been achallenge, but already we are having reallypositive feedback on the system and itsusability. The more we use the system andrealise the extended benefits, the more wewill increase our competitive edge in themarket place. Thanks to everyone for theirpatience, support and commitment inimplementing the system so far.

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ITEvolution!By Bruce McDonnell – IFM Project Director (Concept Evolution)

The Incentive Group has maintainedits strategy to reduce our environ-mental impact wherever possiblethrough its ISO14000 programmes inIFM and IQAS. We have wel-comed Incentive Lynx tothe Group and have plansto gain ISO14000 for thesecurity business in thefirst quarter.

Good examples oftransforming our CSRstrategy into actioninclude IQAS’s in housechemical range and lat-est addition to its trans-port fleet, a Bradshaw elec-tric vehicle. Incentive Lynx is consideringhybrid technology for its London based

vehicles and also state of the art lightingin our new Loman Street control room.

2012 is also our “Green year” and a roadshow will be coming to alocation near you or by webcast,showcasing the reporting tools wehave, our CSR champions and our

environmental offering ensuring compli-ance and reducing impact and cost.

Our new FSI concept system is alsobeing developed to help achieve compli-

ance across the SHEQ (Safety HealthEnvironmental Quality) areas andwill make some of our manual

processes redundant. Further spe-cialist training on the provision

of a range of high qualitydevelopment courses to ourstaff with environmentalknowledge and skills to make

a practical difference in theworkplace are also planned

throughout the year. Our teams around the UK on

site and in our Ware and London officeshave been busy raising money for ourchosen charity. Christmas hamper rafflesand auctions were popular (HexagonTower and Crompton Peaks). Quitting thedreaded weed was the theme in Wareand our IQAS Ops team are cycling theirway in the dark from London to Brighton!More cycling exploitsare being plannedlater in the year!

s u s t a i n a b i l i t y

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HR Update, CSR & Sponsorship

Jonathan Wood from Head Office hasbeen pounding the (often dark, icy andcold) streets of West Kent for severalmonths now in preparation for histhird attempt at the London Marathon.Jon hopes to capitalise on his Peter Crouch-esque frame and the goodwill of others tomake it intact to the finish line. However,having recently been nursing a decidedlydodgy right ankle (not enough 5-a-sidefootball allegedly!) he has scaled back hisforecast finish time of 2 hours 04 but antic-ipates staying in credit by getting round inunder three and a half hours.

Please give generously to Incentive'sdeserving nominated charity by visitingwww.justgiving.com/JonIFM

Bruce McDonnell and Glenn Wilsonclimbed to the top of Scafell Pike in 2hours and 20 minutes of driving windand rain. The descent then took a fur-ther 1 hour 40 minutes giving a totalclimbing time of 4 hours, which is wellbelow the average and our target timeof 5.75 hours.

Bruce and Glenn would like to thankeveryone that supported them on theclimb, where they raised nearly £1,500 forTeenage Cancer Trust (TCT).

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Presentation of our cheque to the MyositisSupport Group following the Tour du Vin lastyear – this was presented at the launch of theWaud Wine Club on 1st September at theBrewery in Chiswell Street. This representedfunds raised on tour from entry fees and a vari-ety of cunning fines throughout the tour!

After the success of the 2011 Tour du

Vin to Rhone - Incentive FM is taking

part in the 2012 event which this year

is being run by our friends the Waud

Wine Club.

Jeremy, Bill and our Company

Secretary Martin Athey will be taking part

in this three day driving and wine tasting

extravaganza down to Loire and

Bordeaux in France. We will be raising

money along the way for the Teenage

Cancer Trust.

This season, Incentive FMhave been one of the mainsponsors for WhinmoorJunior football team.

Following their entry into the Harrogate &District Junior League last season,Whinmoor Juniors have gone from strengthto strength. The team won promotion intoDivision 2 and are currently enjoying anothersuccessful season sitting pretty at the topand even prettier in their Incentive FM spon-sored jackets, which had been superb in thefreezing winter conditions.

Here are a few of the team sportingtheir new stash. Hopefully by the time of thenext IFM newsletter they will have securedpromotion to Div 1 which would be a fan-tastic achievement. (watch this space!)

Many thanks to IFM for their kind gen-erosity as without this kind of support, GrassRoots football would not exist!

Incentive support grass roots football

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We undertook our traditional Christmas bar crawl through a selection of pubs and bars in Southwarkand Borough Market. There was then a group charge over London Bridge for a quick sharpener inThe Fine Line, Monument before settling in for lunch at The Folly, Gracechurch St.

IFM Group Christmas Party

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Award Winners!

On Wednesday 9th November Incentive FMand EMAP scooped the Partners in FM -SME Organisations category at this year'sPFM Awards. The companies werepresented with the award at a prestigiousceremony held at the Brewery in London.

In its third contract year this fantasticaccolade came in recognition of the truepartnership approach between IncentiveFM and EMAP and the many areas ofdevelopment and innovation that havebeen implemented over the contract termto date.

Speaking about the Incentive FM andEMAP (now Top Right Group Ltd)

partnership the judges commented: “Anextraordinary partnership that workstogether to get it right. It was an impressivesubmission and there are clear and positivesigns of a good working relationship thathave developed over the years with goodpersonal interaction between both parties.This partnership is an exemplar for effectiveand efficient relationships that drive downcosts and increase value to both parties.”

The awards event was hosted by TVsports presenter, Chris Hollins and attendedby 550 senior professionals from thefacilities management sector to celebratebest practice and innovation within the

industry. Now in their 18th year, the PFMAwards have become a sought afteraccolade that recognise those companiesworking in partnership to deliver highquality facilities and support services acrossa broad spectrum of organisations in theprivate and public sectors.

Jeremy Waud, said: “This is awonderful achievement for everyoneinvolved in the partnership. It recognisesthe strong and mutually beneficialrelationship that has been developedbased on high levels of responsibility,accountability, flexibility and creativeenergy.”

Bruce McDonnell (IFM), Jonathan Blancs (EMAP), Richard Sykes (Award Sponsor) and Laura Sinfield (EMAP)

catering

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Health and Safety - Baton change at the helmLes Carter retires in April and he has beenboth a tremendous and highly skilledmember of our team, but an entertainingand ever positive colleague to work withover the last seven years. Have a greatretirement Les and keep coming to see us onyour collection of pristine motorcycles!

As one door closes another opens as weare fortunate in being able to expand therole of Bill Smale to full time as our Healthand Safety Manager in addition to hiscurrent role in our consultancy divisionwhere he specialises in M&E maintenanceaspects of facilities management. Bill hasmore qualifications than I can define in oneline of text and is not only a good friend ofthe company and a client of ours in yearsgone by at BBC Wales, but a fine successorto Les Carter.

Here are some photos of the sandwichvan on its first day at our CambridgeResearch Park site.

The team did very well to make surewe had everything we needed in themorning and everyone worked hard to getthe food ready, van filled and out to the

buildings in time for lunch. Teresa had animpressive selection of sandwiches,baguettes, paninis, baguettes, bagels,confectionary and drinks available at veryreasonable prices. This is a service that wewill consider rolling out to some of ourother sites in due course.

Around thePark

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Simon Morrison – Facilities Manager at Covent Garden

What have a woman dressed as abanana carrying a broomstick, giant redbaubles, and the London Gay Mans Choirhave in common?

I have dealt with all of them in my firstthree months here in Covent Garden.

In my last job I ran the Xscape complexin Milton Keynes which housed an indoorreal snow ski slope, a skydiving wind tunnel,a climbing wall, a sixteen screen cinema andthe largest night club in the town, so I amused to variety and seeing some strangethings - so the transition into taking care ofan iconic listed building in the centre ofLondon has been a fun and rewarding one.

I have inherited a great team who enjoypulling together in this challengingenvironment to deliver the standards thatthe client requires and expects. With aportfolio that encompasses over 50different buildings containing a variety oftenants from retail, to office, to residential.We have our hands full in ensuring that wekeep up with not only the day to dayrequirements of the job but also looking atways to deliver a better service every daywhilst making sure we maximise value formoney in all aspects of the operation forboth the tenants and the client.

My journey to this job has been acircuitous one from starting out training asa chef, through nine years with Pizza Hut,followed by fourteen with McDonald’s,then onto two years with Xscape before

joining Incentive FM for what I hope will bean excellent chapter in my story.

My fourteen years with McDonald’s sawme spending the first six years runningrestaurants in the centre of London, withLeicester Square being my last. There wetook around £4,500,000 a year, had 170staff and ran a 24/7 operation that evenopened on Christmas Day. I then movedinto their UK corporate headquarters andtook on the role of FM for all of their UKbased offices.

Within that role I learnt about being anFM, being responsible for five UK offices,company accommodation, the companycar fleet and corporate travel. I had a teamof office and building managers whodelivered quality environments to theMcDonald’s office family.

When I was approached about theopportunity to work for Incentive FM inCovent Garden I was really excited at theprospect. Having worked in central LondonI knew that the area could be vibrant but Iwould not have agreed to the commuteonce again if it was not for a realopportunity with a young, forward lookingorganisation.

The first three months have proved tome that I have made the right decision. Therole poses a myriad of challenges andopportunities for me and Incentive FM haveshown themselves to be a great companyto work for. The open, friendly approachthat everyone I have met has shownengenders a desire to do the best job youcan. The attitude that I have experiencedwithin the company has been one of ‘let’sget the job done and get it done in the bestway we can’- one that suits me andreinforces the fact that moving into this rolewas the right move for me.

With Incentive in Covent Garden westrive to be better today than we wereyesterday and to ensure that all of ourcustomers, be they client, tenant or guestenjoy an experience that is suited to one ofthe best known and popular retail andleisure destinations in London. We strive toprovide excellent service in an environmentthat is safe, clean, welcoming andattractive. Our team here is dedicated andwe are all proud to work in such an iconiclocation where judging if the lady dressedas a banana with the broomstick is worthyof a spot as a street entertainer is just anormal day at the office.

News on the Wood front:Jonathan Wood is engaged to Rakhee aftereight years of playing hard-ball. Bets arenow been placed on how much longer hisnew fiancée will be kept waiting for thewedding celebrations.

Congratulations to Michael Foudy fromHead Office who got married to Claire inNovember 2011.

f m c o n s u l t a n c y

fm gr o up l im i t e d

w o r k s p a c e

s u s t a i n a b i l i t y

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And Finally...Our Vision: Incentive FM is a business that combines youthful enthusiasm with solidexperience and employees can expect to work in an environment that is creative,sociable, hardworking and fun. The core values of the business are integrity, respectand loyalty and these underpin every single activity, both internally and externally.

Our Company: a diverse range of integrated services

Incentive FM is an independently

owned facilities management

company that regularly helps clients

save 20% from their Facilities and

maintenance costs. Its unique ‘profit

share’ proposition, which is based on

achieved cost savings, guarantees

customers a risk free solution and an

ability to maximise savings

opportunities. It prides itself in its

strong relationships with customers

which include: Colgate-Palmolive,

The Nottingham Building Society, Pall

Europe Ltd, Cushman & Wakefield,

Capital & Counties, EMAP, Jones Lang

Lasalle, and Hammerson.

Incentive FM Group Limited44 Loman Street

London SE1 0EH

Tel: 0845 1477 121www.incentive-fm.com