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.
Critical System Uptime
Ensuring essential building systems (e.g., HVAC, power, water) are operational.
Target · >99.9% uptime for critical systems If the main chiller goes down for 4 hours in a month, that's a 99.4% uptime. We're aiming to avoid those kinds of disruptions entirely, or at least resolve them incredibly quickly.
Annual Opex Budget Variance
Managing the operational expenditure for your assigned property/portfolio within agreed limits.
Target · +/- 5% variance on annual opex budget If your annual budget is £500K, staying between £475K and £525K means you're managing costs effectively. Anything outside that, and we'll need a clear explanation and recovery plan.
PPM Completion Rate
Ensuring all planned preventative maintenance tasks are completed on schedule.
Target · >98% completion rate for all scheduled PPMs If you have 100 PPM tasks scheduled for the month, and 98 are completed and signed off in the CAFM system, you're hitting the mark. Those 2% missed? We need to know why and how you're catching them up.
Energy Consumption Reduction
Identifying and implementing initiatives to reduce energy usage across your property.
Target · Achieve a 5% Year-on-Year (YoY) reduction in energy consumption Last year, the building used 1,000,000 kWh. This year, we'd expect to see that drop to 950,000 kWh, thanks to your optimisation efforts on the BMS and smart scheduling.
Lost Time Incidents (LTIs)
Minimising workplace accidents that result in an employee or contractor being unable to perform their duties.
Target · Zero Lost Time Incidents (LTIs) per year on site This is non-negotiable. Any LTI means we've failed on safety. We track every near-miss too, because prevention is always better than cure.
Contractor Performance & Relationship Management
How effectively you manage and hold external contractors accountable, ensuring quality work and value for money.
- You'll be the one contractors call first, not because you're easy, but because you're fair and clear. This looks like: consistently positive feedback from contractors on clear scope and timely payments
- minimal re-work required after contractor visits
- demonstrable examples of holding contractors to account on SLAs (e.g., withholding payment for missed deadlines, documented performance reviews).
Tenant Satisfaction & Communication
Keeping our building occupants happy, informed, and feeling safe, especially during planned works or unexpected disruptions.
- Property Managers will tell us you're their secret weapon for tenant relations. This means: proactive communication about planned outages
- positive feedback from tenants on how issues are handled
- quick, clear, and empathetic responses to complaints (even the silly ones)
- a noticeable reduction in repeat complaints about the same issues.
Statutory Compliance & Audit Readiness
Maintaining meticulous records and ensuring all building operations adhere to relevant legislation and internal policies.
- When an auditor walks in, you'll be able to pull up any logbook, certificate, or risk assessment within minutes. This looks like: zero non-conformities in internal or external audits
- all statutory certificates (gas, electrical, fire) are current and readily available
- a well-organised CAFM system with complete asset histories and work orders.
Proactive Problem Solving & Risk Mitigation
Identifying potential issues before they become major problems and implementing preventative measures.
- You're the person who flags a failing pump before it actually breaks, or spots a potential leak before it causes water damage. This means: documented examples of identifying and resolving issues before they impact operations
- a clear reduction in emergency reactive call-outs due to your preventative actions
- well-thought-out contingency plans for critical systems.
