University of Hertfordshire, Hatfield

Total FM

When the University of Hertfordshire decided to combine its soft and hard FM contracts into a single Total FM service, it turned to the supplier who had been successfully delivering cleaning services to the university since 2011.

When Tenon FM first took on the cleaning contract, the university’s estate was evolving due to an ambitious refurbishment and building programme. The first thing Tenon FM did was to reconsolidate the cleaning service, achieving over £1 million of financial savings. It proceeded to implement zoning to extend and improve the service with no increase in contract price.

It was a promising start to a long-term partnership that saw Tenon FM taking responsibility for daily cyclical cleaning and washroom services at the university’s two campuses, as well as periodic deep cleans of offices and all teaching, catering and student spaces.

It all changed in 2015 when the university decided to merge its facilities management requirements into a new Total FM service. Following a 10-month dialogue, the quality of Tenon FM’s work finally secured the contract, which began in June 2016. Tenon FM’s responsibility has now expanded to cover four service areas.

Soft services continue to include daily cyclical cleaning and periodic deep cleans to the entire estate, as well as backup cleaning when necessary (for example, during the busy summer conference period). Hard maintenance includes reactive maintenance, planned maintenance works and cyclical M&E such as electrical portable appliance testing (PAT). Waste disposal management and recycling includes the provision of a new on-site Mini-MRF recycling unit to achieve 100% zero waste to landfill.

Finally, grounds maintenance services cover landscaping, snow clearance and gritting, pest control and ongoing seasonal planting and protection of natural wildlife on the Brayfordbury campus.

Tenon FM has committed to making efficiencies that will save between £100,000 and £250,000 per year, to be shared fifty-fifty with the university. The expanded scope of the contract will also allow for other improvements and innovations. For example, Tenon FM is implement the living wage with performance incentives at no cost to UH. There will be internships, training and business enterprise opportunities for students, and a new national training academy will be set up to generate revenue for the university.

Also planned are social media strategies for engaging with university staff and students; implementation of the Oneserve CAFM system for real-time working to support the university’s asset management; electric vehicles for onsite transport; and the introduction of on-demand, chemical-free technology to reduce cleaning time, such as ‘smart’ mops.