MANAGING AGENTS, PROPERTY AND REAL ESTATE SECTOR. Exceptional FM for managing agents & tenants. Exceptional Service, Exceptional People

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1 MANAGING AGENTS, PROPERTY AND REAL ESTATE SECTOR Exceptional FM for managing agents & tenants Exceptional Service, Exceptional People

2 One building: many cultures Norland works with leading property developers and managing agents for some of the UK & Ireland s most prestigious commercial developments. Our vast facilities management experience covers every type of property including flagship new-build developments, towers, recently renovated buildings through to mature real estate in traditional and, sometimes, historic buildings. With tenants from widely different business sectors all co-habiting, multi-tenanted properties present a unique challenge for the facilities management provider. An appreciation of different organisational cultures is critical to success as is the ability to work on behalf of owners, their agents and tenants to create and maintain the most compelling, safe and compliant office space possible. Norland has a comprehensive suite of facilities management services which include:- mechanical and electrical technical services building fabric and structural maintenance energy management extra works to large scale projects cleaning, security, front-of-house, security and catering relocation services Our focus is tenant retention and welfare. We help property owners and their management teams fulfil the duty of care they have to the property and its occupiers. Norland appreciates the importance of shared cultural values and ensuring these values drive performance during the mobilisation process and during the life of the contract. Jones Lang LaSalle Managing agent, Jones Lang LaSalle, is one of the world s largest real estate and investment services firms. Norland s partnership with Jones Lang LaSalle began in 2009 with the award of the Freshney Place Shopping Centre contract and, within a year, Norland was appointed preferred supplier for the North of England. Jones Lang LaSalle instructs Norland on behalf of more than 30 separate clients. Norland manages M&E, fabrics, projects and energy services across more than 60 sites. The broad property portfolio includes shopping centres, commercial buildings and retails parks, as well as iconic buildings such as Bridgewater Place in Leeds and Barbirolli Square in Manchester.

3 Communicate... communicate... communicate Occupiers often complain about how little communication there is from the managers who are spending their money in service charges. RICS Code of Practice: Service Charges in Commercial Property. Poor communication is a cause of frequent dissatisfaction between owners and occupiers, particularly when there is a lack of understanding of how service charges are being spent. Norland is clear about the pivotal role it must play in helping all parties communicate. Our job is to demonstrate consistently good levels of service and show how the service charge delivers value for money. We like to make it easy for all parties to monitor our performance. Norland engages both owners and occupiers through regular updates. These often happen informally as we go about our business in line with our core behaviours of customer focus, accessibility and responsiveness. But continuous dialogue also happens as a result of the more formal meetings, reviews and strategy days which we hold. Our web-based Computer Aided Facilities Management (CAFM) systems and suite of online applications provide a comprehensive view of all the documents, services and SLAs related to the contract and its performance at all times. Service charge accountability Transparency is core to how we work. Open book accounting gives full visibility of the component costs of the service and how they impact on the overall service charge. For benchmarking purposes, we adhere to Industry Standard Cost Classifications as outlined by the RICS Code of Practice. Jones Lang LaSalle s Office Service Charge Analysis Reports (OSCAR) show that after personnel and IT, office accommodation costs are the biggest item on most organisations P&Ls. M&E is the most costly item within the service charge. With service charges representing 20-25% of total user costs, tenants are increasingly scrutinising their service charges and the value and service they get for their money. Outcome-based metrics Norland s approach centres around accountability and constant demonstration that the defined service standards are being delivered and value for money obtained. We continually review how we are working to identify further value and new efficiencies. We work to business outcomes rather than checklists and we encourage you to measure us in the same way, for example, against uptime targets or response times to repair.

4 Norland provides mechanical & electrical maintenance services for Savills at One Snowhill Place in Birmingham.

5 STUDY: BNP Paribas Real Estate BNP Paribas is the landlord of the iconic Twenty Gracechurch Street building in the heart of the City of London. With sixteen floors and eight different tenants, the building represents a significant facilities management challenge. Norland provide mechanical and electrical services for all landlord areas and to many of the tenants. We manage the statutory obligations, planned preventative maintenance and reactive works. The contract is built on strong relationships with the landlord s building manager and the tenants representatives. The team take immense pride in their work and work hard to deliver added value to the contract. By working in conjunction with both tenants and landlord Norland provides a highly resilient service with full building statutory compliance. Norland works with tenants in Twenty Gracechurch Street to provide services over and above those provided to the landlord. The exact scope varies by tenant but tends to include planned maintenance and reactive works around general and emergency lighting, fire suppression systems, washrooms, water leak detection and access controls. Twenty Gracechurch Street STUDY: Almack House Almack House is prominently located in St James, one of the most prestigious office addresses in London. It is a highly specified Grade A office accommodation comprising a net internal area of 98,871 sq ft arranged over the lower ground, ground and seven upper floors. Norland is responsible for planned maintenance of the mechanical, electrical and public health services. This includes all elements of the chilled water systems, the ventilation systems, hot water systems, the rainwater drainage and soil/waste systems, electrical services, general and emergency lighting, BMS and specialist equipment such as sprinklers, fire alarm, lighting protection, smoke ventilation, sump pumps and automatic doors. Norland has a duty of care for the building and manage the permit to work system such that they operate in a smooth and efficient manner for the client.

6 One building, one team Norland recognises that the service we provide forms part of the overall experience received by tenants. Our goal is to make a positive contribution to tenants satisfaction levels. Happy tenants make good tenants which are more likely to stay. We ll work in partnership with owners and managing agents to, not only provide all the essential services in landlord delineated areas, but also on their behalf in the tenants demise. We embrace a one team culture by bringing all services and tenants together. Norland provides services to Brindley Place, one of Birmingham s premier business and leisure destinations. How we can support you Create Proposal Site Surveys Asset Verification Client Meetings Bespoke Documentation Open Book, Costings and Options Access to Supply Chain Communication & Feedback Bespoke Management Reporting Identify Opportunity Deliver Exceptional Service STUDY: The Adelphi Building The Adelphi is a Grade II listed building with 13 floors of open plan and partitioned office space. An iconic building, close to the Strand in London, it has 8 passenger lifts, 2 goods lifts, an impressive reception, a raised floor and terraced area as well as car parking and air conditioning. Norland provides planned preventative maintenance and reactive works for The Adelphi s chillers, generators, fire shutters, boilers, lighting control, HV, pressurisation, lightening protection, drainage, emergency lighting, fire alarms, sprinklers, BMS and water treatment. Norland also provides tenant FM services over and above those provided to the landlord. We ve been working with Norland for a number of years now. They consistently rate highly on our customer satisfaction scores. We really like that they have built really good relationships with our tenants and are very much part of the overall service we provide. They are a knowledgeable team and have delivered a lot of value since we appointed them. Dave Robson, Senior Building Manager, Istithmar P&O Estates

7 Our 5-star service We go much further than providing high-performing technical services. The Norland DNA is to treat tenants and their visitors as customers and we make it our mission to exceed their expectations. Norland is experienced in managing all the needs of the client landlord as well as the requirements of the tenants demise. This helps the tenant manage their obligations in relation to any dilapidations and further support their relationship with the owner and managing agent. An integrated approach By appointing Norland when we are already the resident FM provider, tenants get the benefit of working with a team which they already know and which is already familiar with, and committed to, the successful operation of the building. With staff attendance already sanctioned by the landlord, it is therefore much easier to schedule works. Not only that but the onsite 24/7 helpdesk means ultra-quick response times and shared systems equate to better procurement, supplier relations and performance across the building. There are considerable economies of scale which go with the resident FM provider being selected for the tenants demise. Once in-situ, Norland is even more likely to be more cost competitive than an alternative provider operating remotely from the field. Multiple Service Providers Landlord Occupier 1 5,000 sq m Occupier 2 15,000 sq m Occupier 3 20,000 sq m Occupier 4 10,000 sq m Landlord Occupier 1 5,000 sq m Occupier 2 15,000 sq m Occupier 3 20,000 sq m Occupier 4 10,000 sq m 600k Provider 1 48k Provider 2 144k Provider 3 192k Provider 4 96k Integrated Approach Total Cost 1,080k Lack of Continuity Conflict i.e. System Demarcation Increase Reactive Workload Slower Response Times Lack of Ownership Cost Reduction Total Cost 918k Ownership and Accountability No Resilience on Mobile Support Faster Response Times Improved Management Information Better Access / Permit Control STUDY: 55 Baker Street Norland maintains the mechanical and electrical infrastructure of London and Regional s award-winning 55 Baker Street development. We work with the landlord and many of the tenants. The building provides a variety of quality office accommodation in suites ranging from 3, ,000 sq ft, all enjoying a top specification fit-out and fantastic onsite facilities which includes a health centre, restaurants, retail and parking.

8 Norland is a leading provider of hard services-led facilities management. One of the UK s fastest-growing FM companies, Norland manages and enhances the capital assets of national and global businesses. Since its formation in 1984 Norland has achieved consistent annual growth, which has been built on delivering exceptional levels of customer service and by investing heavily in people and technology. Norland works from a strategic network of regional offices throughout the UK, Ireland, Europe and the US. Consistently strong annual growth means Norland is ranked highly in the Sunday Times HSBC Top Track 250 league table. The company is a 2012 CIBSE award winner for Training for Building Performance. Recent Awards: Norland Managed Services Ltd City Bridge House 57 Southwark Street London SE1 1RU t: f: e: info@norlandmanagedservices.co.uk w: Norland Managed Services Ltd. All rights reserved. Information is for guidance only. ManagingAgents001