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.
Work Order Closure Rate
The percentage of reactive work orders (e.g., a broken light, a leaky tap) you manage to close within our agreed service level agreements (SLAs).
Target · >95% within SLA If 100 work orders come in during the month, you'd need to close at least 95 of them within the specified timeframe (e.g., 4 hours for critical, 24 hours for standard) to hit this target.
PM Schedule Adherence
How well you stick to the planned preventive maintenance schedule. This means making sure contractors show up when they're supposed to and complete the work.
Target · 98%+ If we have 50 planned maintenance tasks for the quarter (like HVAC checks or fire alarm tests), you'd need to ensure at least 49 of them are completed on time.
Reactive Ticket Resolution Time
The average time it takes from a colleague reporting an issue to it being fully resolved. We track this by priority.
Target · <4 hours for critical, <24 hours for standard If the AC breaks (critical) in the main server room, we'd expect it fixed, or at least a temporary solution in place, within four hours. A broken desk chair (standard) should be sorted within a day.
Vendor Performance Score
The average rating you give to our key contractors based on their punctuality, quality of work, and adherence to safety protocols.
Target · Average >4/5 across key contractors After a cleaning contractor finishes their shift, you'd rate their work, and we'd expect that average score to be consistently above 4 out of 5 stars.
Health & Safety Incident Rate
The number of minor health and safety incidents or near-misses reported that relate to building services, per 100 employees.
Target · <0.5 incidents per 100 employees If we have 200 employees, we'd expect no more than one minor incident (like a trip hazard not being addressed quickly) related to building services in a year.
Proactive Issue Identification
How often you spot potential problems (e.g., a flickering light, a damp patch) and address them before they become official complaints or bigger issues.
- Regular contributions to the 'snagging list' before issues are reported by staff
- positive feedback from your manager about your vigilance during building walk-arounds
- fewer 'surprise' emergency repairs because you caught something early.
Colleague Satisfaction with Service
The general sentiment from colleagues about how quickly and courteously their building-related issues are handled.
- Informal positive feedback from staff
- specific mentions in internal surveys (if applicable)
- the Facilities Manager noting fewer escalated complaints about unresolved issues
- your ability to de-escalate a frustrated colleague.
Vendor Relationship Quality
How effectively you manage and communicate with our external contractors, ensuring they understand our needs and deliver good service.
- Contractors consistently meeting deadlines
- positive feedback from vendors about clear instructions and timely responses
- smooth coordination of on-site work with minimal disruption
- well-maintained service records and documentation from vendors.
Documentation & Record Keeping
The accuracy, completeness, and accessibility of your records for work orders, PM schedules, asset registers, and contractor details.
- Your manager can easily find any information they need
- audit trails for maintenance are clear and complete
- no missing contractor RAMS or PTWs
- new joiners can understand your system quickly.
Adherence to Safety Protocols
Your consistent application of health and safety procedures, especially when coordinating contractor work or handling minor incidents.
- Always checking RAMS before work starts
- ensuring Permit-to-Work is issued correctly
- clear communication of safety rules to contractors
- no safety breaches under your watch
- quick and accurate incident reporting.
