Services Facilities Management
FM Facilities Management
Your buildings. Our expertise.

Facilities Management

From handover to end of life, we understand that robust Facilities Management expertise is required in order to unlock a building’s full potential.

Our dedicated team of consultants offers an independent assessment of the needs and challenges facing our clients: We provide practical, considered solutions to ensure the healthy operation of their assets, throughout their lifecycle.

We support our clients in all aspects of engineering services operation, from maintenance and plant replacement to building refit and refurbishment. We cover everything from handover to delivery of Net Zero Carbon strategies, life-cycle plans, upgrade projects, energy efficiency advice and independent technical support; wherever and whenever it is needed.

Our experience touches every sector alongside a broad base of client and building types. Everything from commercial offices to high-end residential developments and major shopping centres.

We can help you achieve efficiencies and cost savings by utilising our unique interdisciplinary approach. Pulling in the expertise of the wider Hilson Moran practice, we can quickly integrate a variety of specialist support into our delivery. This includes the latest government policy, industry best practice and disciplines such as environmental, infrastructure, Smart buildings, fire, security and acoustics.

With extensive experience of the real world challenges encountered in Facilities Management, our consultants are able to approach every aspect of our delivery with a full understanding of your objectives and business constraints. We recognise that no one person or company creates success.

Our aim is to integrate with our clients’ staff and supply chains to cultivate a ‘team’ approach, achieving positive outcomes, together.

For more information, please contact Matt Ingleton– Director, Operational Buildings.

Our Facilities Management (FM) consultants are now part of our Operational Buildings Group, working alongside our vertical transportation consultants. This represents a strategic evolution of our service, recognising the incredible pace of change in the world around us and allowing us to better recognise the importance to the industry of the pursuit of Net Zero Carbon and a focus on wellbeing in the built environment.


  • Engineering services condition surveys, life cycle planning and budgeting (PMP, PMR, FMR)
  • Net Zero Carbon Pathway
  • Net Zero Carbon and traditional plant replacement Feasibility Studies
  • Refurbishment and plant replacement projects: design, specification, tender and monitoring
  • Building Management System (BMS) review, upgrade path, phased replacement strategy, specification, tender and monitoring
  • Smart Solutions
  • Fire Management Systems (including VAPA) review, upgrade path, replacement strategy, specification, tender and monitoring
  • Strategic operational reviews and operational management consultancy
  • Operation and maintenance specifications
  • Engineering service contracts tendering / procurement management
  • Management and monitoring of service delivery and compliance
  • Provision of seconded engineering management staff
  • Day to day independent technical support or investigations
  • Energy auditing and benchmarking
  • Building Certification (e.g. EPCs, DECs, Air Conditioning Inspections, Building Log Books, etc.)
  • NABERS UK Assessors (in development)

Hammerson Shopping Centres: Facilities Management

Hammerson are one of the most recognisable and respected organisations in the UK retail sector jointly owning and operating numerous shopping centres throughout the UK. This includes some of the UK’s most successful retail developments, including Brent Cross, The Bullring, West Quay, Highcross, The Oracle, Silverburn and Union Square, with a number of centres providing in excess of 1m sq ft of retail space.

We have a long term relationship with Hammerson, dating back to 2006, providing ongoing performance audits of M&E service delivery quality and engineering consultancy support to various shopping centres nationally, including the provision of Energy Performance Certificates and air conditioning inspections.

We have also undertaken competitive tender exercises for engineering and fabric maintenance services covering seven of Hammerson’s major shopping centres, supporting Hammerson’s by consolidating existing arrangements and reducing costs.

Key to the success of this long term relationship has been our ability to integrate into and support their management and service delivery teams, positively contributing to driving overall service delivery key performance indicators from 65% to over 90%.

Strategic Consultancy Reviews: Facilities Management

The principal of outsourcing Engineering FM services is very well established and the majority of clients who took the decision to outsource non-core services several years ago are probably on their fourth or fifth contract term.  The original transition to outsourced service delivery may have gone smoothly and some of the objectives for outsourcing may well have been met; in particular initial cost savings and transfer of risk.

However, as the years have progressed and the FM market has matured, a number of factors have limited the opportunities to reduce costs without impacting service delivery.  These include the proliferation of FM service providers in the market place, decreasing operating margins and a general decline in the availability of fully trained, skilled resources at the appropriate grades.  It is evident that many clients feel that their objectives have not been fully met and promises made during the tender selection process have not always materialised during operations.

As a client how do you ensure that your FM service is the best that it can be against a backdrop of declining budgets? Can you be sure that the service is at least covering your statutory obligations? Is the organisational structure and are the resources appropriate for your changing business and objectives?  Are there issues with communication?

Hilson Moran’s Facilities Management Group has extensive experience of technical FM outsourcing and service delivery.  We understand all aspects of the client / service provider relationship – both tangible and intangible.

We have provided our services to numerous clients including:

  • A major financial institution with an in house FM delivery team working across multiple locations
  • A management company for a very high end residential complex with an in house FM delivery team
  • Outsourced FM services UK-wide in corporate and multi-let commercial office environments and out of town retail.
  • In house FM services in a multi-let commercial office environment.

Providing an independent and objective assessment of your current or proposed outsourced service or your in house service we can use our experience to:

  • Provide an in house service delivery team with advice and access to resources that will enable them to be as good if not better than an outsourced service
  • Identify if outsourcing is the right approach for your business
  • Evaluate and benchmark your existing outsourced service provider and service delivery to determine if it is meeting your obligations and business objectives
  • Comment on service delivery structures and resources
  • Benchmark costs against similar service delivery contracts
  • Troubleshoot and seek to resolve communication and process issues impacting service delivery
  • Advise on your statutory obligations and industry best practice
  • Identify management information requirements
  • Establish Key Performance Indicators and Service Level Agreements
  • Comment on whether a full market testing exercise is required or negotiation with existing service providers
  • Develop bespoke service delivery models and input/ output specifications
  • Manage market-testing or negotiation exercises.


Legal and General Investment Management Real Assets: Technical Building Performance Engineer

Hilson Moran’s Technical Building Performance Engineer role supports Legal and General Investment Management Real Assets (LGIMRA) in the day-to-day technical management of their building portfolios.

Our Operational Buildings Group provides day-to-day technical support to a portfolio of LGIMRA buildings across the UK, driving occupant satisfaction, technical compliance, efficient building operation and net zero carbon initiatives.

This CIBSE award winning framework provides a customer-centric approach, where our Technical Building Performance Engineers effectively operate as outsourced engineering managers, providing day-to-day technical support and advice to LGIMRA and other members of their supply chain on matters including:

  • Compliance Auditing
  • Life Cycle Planning (PMR)
  • Technical Support and Building Performance Monitoring
  • Fault Investigation and Resolution (On-Demand)

LGIMRA recognised that existing property management structures were often cumbersome and hindered critical communication channels, preventing quick resolution of property matters and investment decisions. In response, LGIMRA developed a bespoke model (Project Mercury) which re-assessed and re-imagined all aspects of property and associated supply-chain management.

A key objective of the Project Mercury model is to gather and harness the benefits of operational data to inform property management decisions. The first step of this re-invention was to define and develop the role of Facilities Integrator based around a proprietary integrated workplace management system (IWMS) and other building analytical platforms, to gather the building data for analysis. Bellrock were appointed to this role using their Concerto IWMS platform as the central basis of accurate and consistent data gathering.

LGIMRA recognised that day-to-day property operations and strategic advice on future proofing of the building stock required very specialised expertise from independent Technical Consultants. This led to the development of the brief for the Technical Building Performance Engineer (TBPE). Hilson Moran’s Operational Buildings Group were formally appointed following a competitive tender in April 2020 and share the commission with Hoare Lea.

This framework arrangement also enables LGIMRA and their supply chain to access a wide range of other disciplines and skills within Hilson Moran including:

  • Net Zero Carbon advice and pathways
  • Vertical Transportation Consultancy
  • Smart Buildings
  • Broader Sustainability Consultancy
  • Embodied Carbon advice
  • Project Design and Technical Monitoring
  • Tenant fit-out reviews (License to Alter)
  • Maintenance Procurement Services (Contract Re-tendering)
  • Regulatory Advice (Heat Networks, F-Gas, NZC, etc.)

This collaborative and interdisciplinary approach has resulted in further appointments outside of the TBPE framework agreement for Hilson Moran, including:

  • Net Zero Carbon Roadmap Audits (seven properties to-date), including commercial offices, residential and retail space
  • Burleigh House, London – A major refurbishment project spanning three floors and a roof terrace
  • Apex Plaza, Reading – an embodied carbon study into façade options
  • 101 Victoria Street, Bristol – a major domestic water services pipework replacement project
  • 210 High Holborn, London – a major office refurbishment
  • Dolphin Shopping Centre, Poole – generator replacement project
  • Rathbone Market, London – maintenance procurement exercise

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