Facilities Management. LIFETIME CARE for your BUILT ENVIRONMENT

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1 Facilities Management LIFETIME CARE for your BUILT ENVIRONMENT

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3 SUPPORTING THE BUILT ENVIRONMENT FOR OVER 75 YEARS Since our company was formed in 1937, Clugston has built a wealth of experience providing support to the built environment. Early ventures supplying building materials recycled from the local steel works were followed by moves into construction developing the nation s infrastructure, schools, hospitals and factories. Through this Clugston accumulated vast knowledge and experience of delivering and looking after the premises and facilities of a varied range Construction of clients in the industrial, commercial and public sectors. This experience has been distilled into today s focus on our four core business activities - Construction, Logistics, Property and Facilities Management. With the backing of a financially strong and privately owned Group, each of the Clugston companies has established a reputation for delivering value for money and a high quality range of complementary services. Logistics Building & Civils Surveying Refurbishment & Fit-Out Distribution Warehousing Vehicle Maintenance Property Facilities Management Property Development Estate Management Maintenance and Technical Estates Services Soft Services Our Values We pride ourselves on the delivery of a flexible, value for money service underpinned by the following core values: Fairness Being fair and honest in all our dealings Pride Working hard and doing a good job Appreciation Valuing our people, customers and suppliers Trust Building trust and long-term relationships Respect Supporting and respecting the local communities in which we work Improvement Learning from our experiences and continually improving

4 A WHOLE LIFETIME CARE PACKAGE COVERING EVERYTHING FROM INITIAL PLANNING TO TOTAL AFTERCARE SUPPORT A Range of Related Services By drawing on our Group s property and estates experience and utilising our construction resources and facilities management capabilities, we provide a range of integrated services to support the whole lifecycle requirements of our customers estates and facilities. Developments Consulting and Planning Facilities Management Lifetime Care Design and Build Construction Delivery

5 FACILITIES MANAGEMENT IS A NATURAL DEVELOPMENT OF OUR LONG TERM CUSTOMER RELATIONSHIPS Basket of Services Recognising that each customer s business requirements are unique, we can provide bespoke solutions that best fit their needs. This approach allows them to choose to buy in part, or in whole, from our basket of services. Because we operate and maintain facilities as well as developing, designing and building them, we are better able to understand and experience the practicalities of long term running costs and maintenance issues. Property Development Estate Management Feasibility Studies Site Surveys and Ground Investigation Design and Build Solutions Lifecycle and Energy Planning Building and Civil Engineering Refurbishment and Fit-out Hard FM Building, Estates and Services Maintenance Soft FM Security, Cleaning and Catering

6 TOTAL LIFETIME CARE FACILITY SOLUTIONS

7 MANAGING AND ADDING VALUE TO OUR CLIENTS SUPPORT SERVICES TO ENHANCE BUSINESS PERFORMANCE Clugston FM s wealth of experience, derived from operating within highly demanding and critical process environments such as healthcare and the petrochemical industry, enables our teams to remain at the forefront of best practice in service delivery. We also believe that it s the way that we do things - attention to detail, consistency, good communication and the personal touch - that makes a huge difference. With flexibility and the highest level of customer care at the centre of our service approach, Clugston FM has the capability to respond to the needs of our clients by enabling them to focus on their core business activities. Backed up by our established and proven service partners, we ensure planned as well as reactive regimes are in place providing total flexibility across hard and soft services. HELP DESK OFFICE SUPPORT MAINTENANCE SECURITY GROUNDS CLEANING PROJECTS AND MINOR WORKS CATERING

8 AT THE HEART OF OUR SERVICE IS A 24/7 HELP DESK WITH MONITORING AND TRACKING TO ENSURE ACCOUNTABILITY

9 Helpdesk Using the latest technology to personalise our services and meet our customers needs. We are always there to provide both planned and reactive cover and support when you need us through our dedicated 24/7-365 Helpdesk and Aftercare Service linked to our professionally trained business teams. We are never very far away, giving you complete peace of mind: web-based systems with client access aftercare service and reactive support legislative, health, safety, environmental and quality compliance detailed PPM programming and auditing capability bespoke reporting with results and trends across all monitoring criteria We operate an advanced suite of integrated CAFM modules to help client organisations manage their facilities challenges more effectively through enhanced communications and data sharing. We will provide the most appropriate solution for your business to boost efficiency and control costs. Sytems and Controls Our integrated quality software systems enable us to log planned and reactive requirements and link this to a detailed business and asset reporting suite. As part of this process all site information is collated into a fully accountable detailed electronic auditing programme. We and our clients benefit through: receiving relevant and meaningful real time information proactively monitoring our performance joint strict monitoring of legislative and service quality standards joint review and feedback to facilitate continuous improvement Integrated Helpdesk and Intranet A powerful suite of management and operational tools for the efficient control of reactive and planned maintenance tasks. Users can raise Helpdesk requests at any time of the day, and track the status of ongoing jobs as well as accessing a full suite of performance measurement data. Property Management Providing facilities, property and estates managers with the power and flexibility to take control of costs, leases, rents and all aspects of property management. Supplier Intranets Providing a single point from which users can easily book, log, track and monitor progress on Helpdesk requests, and facilitate room bookings and property management. Asset Management Allowing concise monitoring of all planned and reactive works. Reliable and accurate asset registers generate savings in planned preventative maintenance budgets and help with the pre-planning of labour control, asset replacement and lifecycle phasing. Resource Booking Enabling informed strategic planning and cost reduction through efficient management of company resources including conference rooms, training rooms, car parking spaces and shared resources such as pool cars. Visitor Management Providing a comprehensive management solution that enhances visitor experience from arrival to departure.

10 PLANNED, FLEXIBLE, RESPONSIVE TECHNICAL SUPPORT SERVICES

11 Maintenance and Technical Operating a PPM and reactive maintenance regime which will ensure that all your planned and routine maintenance tasks are properly managed. All your needs will be managed through our 24/7 Helpdesk and work executed by our trained and directly-employed technical staff, supported by our network of external specialists. We will help you to Pre-Planned Maintenance (PPM) All tasks - whether required by manufacturers, clients or legislation - are planned well in advance through our PPM maintenance regime to a predetermined schedule. This is the most effective approach to guarantee the longevity of your portfolio. Full pre-planning ensures tasks are arranged in the most effective way in terms Reactive Maintenance Not all eventualities can be planned for. This is why we pride ourselves on our 24/7-365 Helpdesk and our network of mobile maintenance engineers who provide reactive and emergency out-of-hours critical service cover within pre-agreed response timescales. manage your legal and statutory requirements by arranging checks and compliance audits as part of our schedules - our expert staff are always on hand to advise and help you. of resource management to minimise disruption. It also allows us to properly monitor efficiency, cost effectiveness, energy management and sustainability, increasing the life of your business critical services, systems and equipment. All unforseen and emergency response requirements are managed via the Helpdesk, which alerts our mobile operatives to new work instructions through hand held devices when they are working in the field. Our PPM and Reactive Services Building Fabric Maintenance Building Fabric Maintenance is undertaken by our multi-skilled trades operatives who may be supported by other specialist building trades where required. brickwork roof surveys and repairs gutter and drain cleaning plumbing checks periodic painting joinery glazing internal decoration signage maintenance general handyman services lifecycle assessments Mechanical and Electrical M&E maintenance, servicing and statutory compliance testing and inspections are managed through our Technical Teams and Authorised Person / Authorised Engineer regime. HVAC (heating, ventilation and air conditioning) refrigeration systems fire detection and control systems BEMS (building energy management systems) CCTV and access systems internal and external lighting systems passenger and goods lifts gas safety testing lifting equipment and lifts lighting protection PAT (Portable Appliance Testing) electrical services and testing uninterrupted power supplies generator and boiler servicing emergency/stand-by arrangements water treatment, TMV monitoring, plumbing water hygiene services (L8 - including HTM compliance) fixed wire testing small M&E works/installations/projects Specialist Services Additionally we provide a range of servicing and maintenance in support of Healthcare clients for: LV and HV ventilation systems hydrotherapy pools medical gas systems RP/AP/AE duties consultancy services

12 Estates and Grounds Maintenance Using a joined up approach to maximise the value and potential of your assets. Many of our clients own and operate large estates which include a diverse range of buildings, facilities and grounds. A joined up approach is essential to manage and maximise the value and potential of these assets. Estates Services Clients take advantage of the additional added value services that the Clugston FM team can bring in areas such as: energy management waste management and removal rubbish clearance and recycling grounds maintenance vegetation control road and path sweeping gritting and snow clearing road markings and maintenance signage installation and maintenance fencing erection and maintenance internal planting hygiene services pest control washroom facilities laundry and linen services consumables and janitorial supplies stores management mobile plant / capex support Although by their nature these services are very varied, and depend on the nature of the estate, integration into our on-site operations can bring many advantages and efficiencies. Specialist Advice Clugston FM off-site specialist support teams are also available to provide Quality, Health, Safety and Environmental consultancy and training.

13 Projects and Minor Works Managing your projects and minor works needs through the Clugston FM site teams. In many instances the on-site Clugston FM team are the people best placed to manage your projects and minor works requirements simply because we already have a detailed knowledge of your site and because we know the facilities and the building users. Also we already have a detailed eye for interfaces with existing systems so we can ensure the works are planned effectively to minimise disruption. For that reason we can offer you the most cost effective option, and also avoid you undertaking a painful procurement process! We provide a professional and highly efficient minor works and project service, tailoring our approach to meet our clients operational and financial requirements at every opportunity. Project Management Services Overseeing everything from small works to full construction projects including: survey services property condition services planning issues design coordination CDM requirements value engineering and re-engineering project programming and management space planning and churn management alteration works extensions and improvements office reconfiguration, refits and refurbishment modernisation and decoration electrical/hvac installation and controls installation of plant and machinery construction management site life-cycle programmes Our flexible site teams are trained in key safety, operational and construction skills for your large or small project requirements. We will provide a fully detailed scope of works with all items correctly identified, priced and procured, with regular budget updates and management reports provided. All works are planned in accordance with relevant legislation and full safety plans are developed and implemented on behalf of our clients. We have a wide base of engineering and project management expertise within our FM teams and are also able to call on further support and specialist resources within the Clugston Group. You can be assured that all aspects of your projects - health and safety, environmental and sustainability issues, expert and legislative advice - will be comprehensively addressed.

14 FULL INTEGRATION WITH YOUR DAY-TO-DAY OPERATIONS ALLOWS YOU TO CONCENTRATE ON YOUR CORE BUSINESS

15 Office and Support Services Leaving you to concentrate on your core business. Clugston FM provides a range of additional office support services to many clients. Because all our staff work closely with the on-site FM team, we can provide a more effective multi-skilled service to provide you with further benefits and efficiencies. We provide a wide range of fully trained Front of House and Back Office support service staff who will be fully integrated into your day-to-day operations. Clients benefit from our responsive and flexible resourcing approach which includes: front of house reception, switchboard and concierge helpdesk management mailroom management and porterage courier services secretarial, typing and clerical support services conference facilities and meeting room management floral displays and internal planting reprographics and printing services internal moves and churn management handyman services chauffeuring services adhoc cover staff recruitement support business support teams: HR safety environmental training Using our site team to provide you with a seamlessly integrated support service will also ensure that you no longer need to worry about providing short term cover during periods of absence, sickness or annual leave.

16 PROTECTING OUR CLIENTS, THEIR STAFF AND BUSINESS ASSETS

17 Security Services Effective security solutions from a safe pair of hands - don t risk it! Clugston FM s security services are designed to ensure we deliver a safe environment for our clients, their employees and visitors. Our staff have customer care training to ensure they can deal with staff and visitors manned guarding by licensed, qualified and competent personnel who are trained to the BSI industry standard / SIA 24/7 365 availability and back-up via our Helpdesk and Call-Out System monitoring, maintenance and management of security systems including CCTV, fire alarm and intruder detection alarm systems site control - attendance on visitors, contractors and delivery vehicles, control of swipe cards for personnel and visitors, control of keys and passes, control of contractors and delivery vehicles at all levels diplomatically. With a personal, professional attitude and approach, we offer a robust and flexible service, aiding smarter operational assistance: operation of access control systems patrols of buildings, site and perimeter (including guard dogs) regular vehicle checks monitoring out of hours staff presence responding to breaches in security management of site emergencies and incidents, liaison with civil emergency personnel training and advice on security awareness, threats and disaster recovery key holding Integration with Site Team Our security personnel are also trained in different skill areas, so we are always able to offer further additional benefits to our customers when security services are operation of intercom systems management of lost and found property postal duties - dealing with incoming/outgoing mail seamlessly integrated with the existing Clugston FM team. This maximises the potential for flexibility and multi-skilling between our staff. Examples include: service desk duties and out of hours reception first aid cover

18 PROVIDING A CLEAN, WELCOMING AND SAFE ENVIRONMENT

19 Cleaning Services Providing welcoming, clean and safe environments for your employees, customers and visitors. It is important for our clients to provide a welcoming, safe, and pleasant environment for their employees and visitors as well as promoting the best professional image at all times. Clugston FM believes that it is crucial to maintain your premises to the highest possible standards at all times. The management and operation of cleaning services can prove time consuming and costly. By outsourcing your cleaning needs as part of an integrated package of facilities management services, we can remove the day-to-day strain of managing in these areas, and provide you with consistent and professionally delivered services. Using the Clugston FM site team to provide cleaning services will also provide further additional benefits to our customers as this maximises the potential for flexibility and multi-skilling between our staff. It will also ensure that you no longer need to worry about providing short term cover during periods of absence, sickness or annual leave. Our cleaning services include: industrial premises critical projects and specialist cleaning deep cleaning of appliances and kitchens office cleaning window cleaning and glazing dry cleaning and building fabrics washroom services janitorial consumables and support feminine hygiene waste management and disposal services graffiti removal Clugston FM ensure that all operatives are fully trained and qualified and operate within safe systems of work. We also ensure proper risk assessments are undertaken as well as operating an ongoing audit regime and continuous improvement process.

20 PROVIDING CHOICES THAT REFLECT THE DIETARY NEEDS AND TASTES OF OUR CUSTOMERS

21 Catering Services Providing appetising choices that reflect the varied dietary needs and tastes of our customers. Clients who currently employ their own catering staff, or who directly outsource their catering requirements, can achieve real benefits by integrating their needs into Clugston FM s site team. Our catering facilities offer a full range of appetising and nutritious food and drink, and provide choices that reflect the dietary needs and tastes of our customers - healthy eating, ethnic and cultural needs, vegetarian and vegan diet options. We believe food must be presented attractively with attention to appearance, taste, texture and nutritional value. Our services include staff catering, restaurant/snack bar management, drink/snack vending and site hospitality. Customer Benefits maintenance of service continuity integration of staff rotas compliance and audits against relevant legislation, hygiene certifications, safe systems of work and industry best practice maintenance of service windows for in-house equipment by Clugston FM team staff training and certification maintenance of staff and facility compliance with food hygiene requirements agreed menu cycle and dietary standards more efficient use of site resources through multi-skilling inclusion of recycling and waste management initiatives within customer s site environmental strategy

22 MANAGING AND DELIVERING BESPOKE FM SERVICES

23 DELIVERING TRUE VALUE THROUGH A FLEXIBLE, POSITIVE AND PROACTIVE APPROACH Our Approach to Service Delivery Partnering Clugston FM firmly believes the most effective way to achieve added value is through non-adversarial partnering relationships with clients. By jointly planning and managing your forward maintenance programme and facilities budgets we Cost Control and Transparency Open book accounting helps everyone to see the actual costs of your estates and facilities maintenance as well as looking at areas where savings can be made or Performance Measures It is important for detailed service standards and expectations to be agreed. Service Level Agreements are used to define joint increase efficiency, reduce waste and refine your systems and processes. We encourage a joint approach to ensuring value for money through programming, budgeting, supply chain management, materials forecasting and performance measurement. where services can be enhanced. By working in partnership, more accurate and robust forecasts are prepared and benchmarked against final outturn to ensure value for money. expectations, and we will encourage the setting of concrete goals focused around your business objectives.

24 A COMMITMENT TO SAFETY AND TRAINING THAT DELIVERS INDUSTRY LEADING FM SERVICES

25 DELIVERING QUALITY SERVICES, SAFELY WITH MINIMUM ENVIRONMENTAL IMPACT Quality, Safety, the Environment and Training We support our customers business objectives with management systems designed to deliver an outstanding service. Clugston FM is here to: ensure that your legal, contractural and social obligations are met and maintained ensure that your assets, buildings and facilities are managed and maintained in the most efficient and cost effective way give you the confidence and peace of mind to concentrate on what you do best - run your own business Quality Safety For you to deliver to the highest quality standards in your business, the most effective and efficient use of your assets and support resources is essential We operate to the highest H&S standards in the industry. Our systems will be integrated with your own to ensure you maintain an exemplary safety record Environmental Training We will work with you to minimise any adverse environmental effects resulting from your operations and to reduce your impact on the local and global environment We offer Quality, Safety, Technical and Environmental training to ensure that your staff are kept up-to-date with best practice and the latest legislation associated premises and facilities management

26 INVESTING AND WORKING WITH OUR NEIGHBOURS IN THE COMMUNITY

27 SUSTAINABLE BUSINESS SOLUTIONS THAT PROTECT OUR LEGACY FOR FUTURE GENERATIONS Sustainability In recent years it has become clear that achieving an ethical and sustainable approach to business is one of the most significant challenges we face. As part of this process we are committed to: making the most efficient use of what we have exploring ways to use materials more efficiently reducing our energy usage recycling where possible harnessing new technology specifying the use of sustainable materials being involved in the social and economic needs of local communities and people working in partnership with customers, subcontractors and suppliers Protecting the Environment We operate within an Environmental Management System that is accredited to BS 14001:2004, and which provides At Clugston we consider ourselves responsible citizens considering the wider impact of our actions on our staff, clients, specialist and support partners and the clear guidance on our approach to environmental issues at both corporate and operational levels. Working with the Community wider social community as a whole. We always work with, and protect, our neighbours in the community, our clients and their assets and investments.

28 Our Locations With our Head Office in North Lincolnshire, we have a network of regional offices allowing us to provide full coverage over the North East, North West and the Midlands. We also have established operational offices in Sheffield, Hull, Nottingham, Daventry, Newcastle and Sedgefield. The needs of our customers are fully supported through our local knowledge, backed up by our technical and specialist experts in health & safety, environmental compliance, sustainability and community involvement who ensure that legislative and statutory obligations are met. Head Office St. Vincent House, Normanby Road, Scunthorpe, North Lincolnshire DN15 8QT Tel Fax North East Office 3 Merchant Court, Koppers Way Monkton Business Park Hebburn, Tyne & Wear NE31 2EX Tel Fax Leeds Office 16 Astley Way Astley Lane Industrial Estate Swillington, Leeds LS26 8XT Tel Fax West Midlands Office 14 Greenbox Westonhall Road Stoke Prior, Bromsgrove B60 4AL Tel Edition 1 03/14

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