2. Exceptional FM
– wherever you are, whatever you need
Not all facilities managers want their service requirements delivered by on-site teams. We
find this is particularly true of organisations like retailers, financial services, police forces,
managing agents, health, leisure, commercial portfolios and county councils which often
have many different types of buildings dispersed across large areas.
Norland’s UK Services capability is the ideal solution for clients with multiple, dispersed
sites and who require a high-performing FM service with a small number of resident or
field-based engineers.
We’re fully flexible in that we are able to manage the contract from any client site, or if
they prefer, we will coordinate the entire service out of one of Norland’s regional offices.
Either way, our leading-edge logistics and technology platform gets Norland’s multi-
disciplined engineers to where they need to be – fast.
And the same underlying technology supports our planned preventative maintenance
processes which allow us to work with you proactively in managing your assets on a
usage basis.
We combine the use of web-based applications and geo-spacial mapping to assign jobs
efficiently and track work in real-time. Norland’s field engineers are equipped with the
latest handset technology, providing them with the information they need to cover
everything from planned or reactive maintenance to emergency fabric repairs and
mechanical breakdowns.
Norland is an engineering-led FM provider and one of the fastest-growing facilities
maintenance companies in the UK. We’ve got the pedigree whether it’s HVAC,
refrigeration, mechanical, electrical or building fabric maintenance. But many of our
clients now recognise that the disciplines we employ in the engineering space are useful
in managing energy efficiency projects or ‘soft’ FM like cleaning or landscaping. So we’ll
take care of that for you too.
Norland deliver all mechanical, electrical, PPM
and reactive repairs for Scottish Power. A single
management team and helpdesk, based in Norland’s
Blantyre office, coordinate the contract and ensure
consistent performance across 72 properties. They
handle an average of 1,200 jobs per month.
3. Controlled from a central helpdesk,
Norland’s fleet of 3,300 directly-employed
engineers provide total coverage
throughout the UK and Ireland and have
the experience and capability to undertake
a wide range of tasks. Motivated, highly
trained engineers reduce the need for
sub-contractors and improve flexibility and
responsiveness across the account.
Norland’s field engineering team is built
around 12 regional hubs from where
resource is allocated and delivered at a
local level. A dedicated account manager
provides each client with a single point of
contact for their entire contract. This
account manager is responsible and
accountable for the performance of the
contract and is supported by a team of
regional managers. Specialists in QHSE,
energy, procurement, HR and business
systems are always on hand.
Nationwide capability
– delivered locally
Norland Helpdesk
Handles reactive requests and coordinates
PPM against pre-agreed priorities
MicroSoft MapPoint
MapPoint
Data mapping assigns engineers
to sites efficiently
Concept Evolution CAFM
The asset register and PPM schedule is
uploaded.The CAFM assigns, reports,
and tracks work in real-time
PDAs, smartphones, tablets & mobiles
PPM sent to engineers’ PDA which integrates
seamlessly with CAFM and enables
orchestration of field-based teams
QHSE
Custom-built, web-based application
to assist with the creation and
completion of quality, health, safety
and environmental audits
Webquote™
Automated online process for clients to request,
review, accept, decline quotes for reactive works
NORLAND PERFORMANCE PORTAL
A management information system
which integrates all service
streams into one dashboard
– one responsive, integrated process
E-Logbooks™
Web-enabled central document management
ensures statutory compliance and is easy to use
4. 60 sites & 30 clients
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.
Norland now manages M&E, fabrics, projects and energy services for more than 60 sites,
from Shrewsbury in the south to Newcastle in the north. The broad property portfolio
includes shopping centres, commercial buildings and retail parks, as well as iconic
buildings such as Bridgewater Place in Leeds and Barbirolli Square in Manchester.
The Norland difference
As a managing agent, Jones Lang LaSalle instructs Norland on behalf of a wide range of
clients. With over 30 separate clients across their portfolio, Norland has been presented
with a complex set of challenges.
Account Manager, Graeme Smith, explains, “The portfolio is constantly evolving, so our
ability to mobilise new contracts is essential. We have developed unique systems and
procedures to optimise efficiency and ensure consistent service delivery.”
Norland’s passionate team is dedicated to meeting the needs of the customer and
providing consistently high levels of customer service.
• Norland provides Jones Lang LaSalle with value for money, with costs kept to a
minimum through Norland’s in-house and dedicated team of resident and mobile
engineers across electrical, mechanical, energy, AC, HV, combustion, fabric and
handyman disciplines
• Jones Lang LaSalle also benefits from Norland’s procurement expertise; Norland
manages a supply chain of specialist partners to provide a complete service and
consolidates the supplier spend with significant buying power to achieve better
value for our client
• Reducing and managing risk is a key requirement for Jones Lang LaSalle; Norland
has met this need through significant investments in staff training and safe working
practices, and achieving high scores in consultants’ audits
• Jones Lang LaSalle measures Norland’s performance though a suite of SLAs, which
include a 2 hour response time for urgent calls. Norland achieves ‘Green’ KPI scores
for service delivery
• Norland is proud to have developed trusting relationships between the businesses at
all levels, which together with engagement between support functions, creates a
spirit of partnership
Fresh ideas deliver
continuous improvement
• Norland GREEN – Energy reduction
programme at a trial Jones Lang LaSalle site,
lowering energy consumption by over 40%.
• Intelligent BEMS controls – Successful
installations such as Bridgewater Place,
providing Jones Lang LaSalle with remote
control over temperature and savings
throughout the building.
• Innovation events – Including energy
supplier ‘speed-dating’ events and an annual
supply partner event held in London every
Autumn, where new technologies and best
practice are showcased whilst providing
networking opportunities.
• Pricing pledge – Norland listened to
feedback from Jones Lang LaSalle regarding
quotation lead times for extra works and
reengineered procedures so that quotations
can be provided in four days.
• 24 hr working – Introduction of Shift
Engineers to provide out-of-hours service
when properties are unoccupied and provide
same day fixes into the evening.
• Increased Norland self-delivery – Achieved
through training from specialist suppliers.
• ‘Show Site’ manual – Developed to
standardise site presentation and compliance.
• Staff expertise – Development of engineers
and managers to provide skilled and expert
service; three supervisors have completed
ILM3 and three supervisors have been
promoted into management.
• Mobilisation process – Tailored to Jones
Lang LaSalle’s specific requirements.
• Exceptional journey – Investment in training
and development of the 22 TUPE’d staff;
instilling the Norland values and culture, on a
journey from par to exceptional.
Large, complex portfolios
5. On the beat
This police force, in the North of England, serves a population of around 1.5 million
people and covers an area of 647 square kilometres. Norland’s field engineers provide
technical maintenance services for 97 of their properties which include an HQ, police
stations, training facilities, call centres, custody suites, evidence stores and
communications rooms.
“The client’s focus is on delivering excellent policing in
the communities it serves. Norland’s culture fits well in
that both organisations understand their customer and
have as a goal the provision of a responsive service.
Both companies are looking to deliver continuous
improvement and excellent service.”
Tommy Meikle, Managing Director, UK Services, Norland
The life-blood of the nation
NHS Blood and Transplant (NHSBT) manages the national voluntary donation system for
blood, tissues, organs and stem cells. It supplies around two million units of blood a year
to hospitals in the two regional contracts managed by Norland in Southern England.
Products are processed, stored and distributed through blood centres while donated
blood is collected from a range of satellite units such as village halls and offices. Precise
environmental conditions must be maintained throughout the process to preserve the
integrity of the life-saving supplies. Norland provide planned and reactive maintenance to
67 sites including 9 main blood centres and satellite units. The national importance of the
work undertaken by NHSBT dictates that Norland’s performance can be audited by the
Medicines & Healthcare products Regulatory Agency which oversees standards for the
manufacture of health products. Consequently Norland has adopted the maintenance
management system used by NHSBT to ensure that information is accessible and
compatible with the client’s reporting system.
“Providing a responsive service over 67 sites is a
tough assignment, but Norland are more than up to
the job. They provide us with a dedicated service and a
guaranteed rapid response.”
Wayne Tannahill, Regional Estates & Facilities Manager (Midlands & South West)
NHS Blood and Transplant.
6. We firmly believe that strong business systems translate into better service and value for
our customers. That’s why we’ve invested in a set of bespoke IT applications. Supported
from a single platform, our use of web-based technology has been developed precisely to
our needs. The platform allows us to integrate and automate our processes and ensure
they remain fully aligned with those of our customers. The end result being a better
service for you.
Our client-facing processes...
Reactive requirements are managed by our 24/7 dedicated helpdesks. Upon receipt of the
call or notification by the CAFM system, the task is prioritised according to what has been
previously agreed with the customer. The workflow management system ensures that the
response is made in a timely manner and within the required SLA. It checks that the task
is manned by a suitably competent engineer located locally.
The service engineer will review any other reactive or planned activities which may need
doing at that site and where possible undertake them in the same visit. Site manager
sign-off takes place via the PDA with the work details sent back to the helpdesk in
real-time and used to close off the system.
...are responsive to reactive works
It’s about processes and being in control. Our sophisticated geo-spacial mapping
application maps our data and identifies relationships which allow us to plan workload
and plan routes efficiently. In turn, we can cut fuel use, control cost and minimise
environmental impact.
Our Computer Aided Facilities Management (CAFM) system is used by our 24/7
helpdesks and operational staff to track the progress and status of work and report on
performance in real-time. Supported by market-leading ‘Concept Evolution’ web-based
technology, our CAFM makes critical operational data available on demand. ‘Concept
Evolution’ works dynamically to manage all site-level PPM schedules on behalf of
the client.
Seamless integration of our mobile handset technology with the CAFM systems means
tasks are issued direct to the local engineer with the most relevant skill set. Once on-site
the engineer is able to update CAFM via their PDA. The client can easily assess
compliance in real-time via a management information portal.
...orchestrate PPM across multiple sites
7. Complementary services
Norland is a single source provider and will take care of all of your facilities’ needs.
Call 0844 324 8700 to find out more about each of the following services or visit
www.norlandmanagedservices.co.uk
Norland provides HVAC, mechanical and electrical maintenance, reactive works, extra
works and project works to Wiltshire Council. It successfully retained a recent re-bid
which increased its responsibility from 83 to 267 sites. On average the helpdesk receives
780 calls a year with a SLA of 2 hours.
“Norland have worked with the council for the last
13 years in various guises. The present building stock
for the service is for 267 buildings. The scope of the
service includes gas, LPG and oil boilers, expansion
vessels and pumps, air conditioning units, sewerage
pumps and other associated plant controls. I was
pleased to announce that Norland were successful in
their bid to continue providing quality servicing to
Wilshire Council.”
Mike Canepari, Principal Engineer, Wiltshire Council
FABRIC-PLUS: Planned maintenance service which maintains value through a whole life
approach to building fabric
PROJECT SERVICES: Design, construction, installation and commissioning of a wide
variety of projects
ENERGY MATTERS: Energy efficiency and carbon footprint reduction through low
cost/no cost good practice
ICT SUPPORT: Design and project delivery, cable management, white space cabinet
planning, intelligent hands
Long term relationship with Wiltshire Council
SERVICES
PROJECT
SOLUTIONS
ICTSUPPORT
FABRIC-PLUS
SERVICES
MATTERS
ENERGY
SINGLE-SOURCE
SOLUTION
