The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
PPM Completion Rate
Percentage of planned preventative maintenance tasks completed on schedule.
Target · >98% completion rate If you have 100 scheduled PPM tasks in a month, you'll need to complete at least 98 of them. Miss more than two, and we'll be asking why.
Reactive Job Resolution within SLA
Percentage of urgent and routine reactive maintenance jobs closed within agreed service level agreements.
Target · >95% for urgent, >90% for routine A burst pipe (urgent) needs to be fixed within 2 hours. If you get 20 urgent jobs in a week, you can only miss one of those SLAs, realistically.
Statutory Compliance Score
Audit score reflecting adherence to all mandatory building regulations and safety checks (e.g., fire, lifts, water hygiene).
Target · 100% compliance, zero critical failures You'll need to ensure every fire alarm test, lift inspection, and Legionella check is up-to-date and documented. A missed check is a major problem.
Site Opex Budget Variance
How closely actual operational expenditure aligns with the approved budget for your site(s).
Target · <2% variance (under or over) If your monthly Opex budget is £50,000, you need to keep actual spend between £49,000 and £51,000. No big surprises, please.
Tenant Satisfaction Score (Hard Services)
Feedback from tenants specifically on the quality and responsiveness of building services.
Target · Average score of 4.0 out of 5.0 If tenants consistently rate the heating or AC as poor, or say you're slow to respond to issues, that'll show up here. We're looking for consistent positive feedback.
Proactive Issue Identification
Your ability to spot potential problems before they escalate into major failures or compliance breaches.
- You'll be proactively raising concerns about ageing equipment in monthly reports, suggesting minor repairs to prevent bigger issues, or flagging potential compliance gaps before an audit. We'll see you identifying a failing pump during a routine check, not just when it breaks down completely.
Contractor Performance Management
Effectiveness in managing and getting the best value from your assigned maintenance contractors.
- You'll be holding regular performance review meetings with key contractors, challenging poor service, and ensuring they deliver on their SLAs. We'll see evidence of you pushing for better pricing or faster response times, not just accepting the status quo. They'll respect you, but they'll also know you mean business.
Quality of Reporting & Documentation
Accuracy, completeness, and clarity of your site reports, incident logs, and compliance documentation.
- Your monthly reports will be clear, concise, and highlight key issues and actions. All compliance certificates, RAMS, and work order histories will be easily accessible and up-to-date in the CMMS. Frankly, if we need to audit something, we shouldn't have to chase you for paperwork.
Emergency Response Effectiveness
Your calm and organised approach to handling unexpected building emergencies.
- When the inevitable 'Friday 4 PM special' happens, you'll be the one calmly coordinating contractors, communicating status updates to tenants, and ensuring safety protocols are followed. We'll see you methodically working through the problem, not running around like a headless chicken. Your incident reports will be thorough and timely.
