The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Total Cost of Occupancy (TCO) per Head
The overall cost of running our regional offices, divided by the number of employees. This includes rent, utilities, maintenance, and all services.
Target · Reduce TCO per head by 5% year-on-year across the regionIf Q1 2024 TCO was £1,500 per head, Q1 2025 target would be £1,425 per head. This might mean renegotiating a cleaning contract or optimising energy use across the portfolio.
Regional Opex Budget Variance
How closely you manage the operational expenditure for your regional portfolio against the approved budget.
Target · Maintain regional Opex within +/- 3% of the annual forecastIf the annual Opex budget for your region is £1.5M, you're aiming to spend between £1.455M and £1.545M. Going over means explaining why; coming under significantly might mean missed opportunities.
Space Utilisation Rate
The percentage of available desks and meeting rooms that are actually being used during peak hours, often measured by sensor data or booking systems.
Target · Increase average regional desk utilisation from 60% to 75% over 12 monthsIf one office has 100 desks but only 60 are used on average, you'd aim to reconfigure or reallocate space to get 75 desks used, potentially allowing for consolidation or growth without new leases.
Critical System Uptime
The percentage of time essential building systems (e.g., HVAC, power, lifts) are fully operational and available.
Target · 99.9% uptime for all critical systems across the regional portfolioA power outage for 8 hours in one office would significantly impact this. Your job is to ensure PM schedules and reactive maintenance minimise such events.
Employee Workplace Satisfaction (eNPS)
How happy our regional employees are with their physical work environment and the services provided by the facilities team.
- Improvements in workplace-related scores from internal surveys (e.g., 'I am satisfied with my office environment'), positive feedback in town halls, fewer 'hot/cold calls' and general complaints. You'll see your Facilities Managers being praised for their responsiveness and proactive approach.
Strategic Vendor Performance & Relationship
The effectiveness of our key regional facilities vendors (e.g., cleaning, security, M&E) in meeting SLAs and building strong, collaborative relationships.
- Regular, productive quarterly business reviews with key vendors, clear and measurable KPIs being met consistently, fewer escalations regarding vendor performance, and vendors proactively bringing solutions to the table. Your Facilities Managers will report strong working relationships and reliable service.
Team Development & Retention
How effectively you're building, mentoring, and retaining your team of Facilities Managers and their direct reports.
- High retention rates within your regional FM team, clear progression plans for your direct reports, positive feedback in 360-degree reviews about your leadership and coaching style, and your team consistently meeting their individual objectives. You'll see your FMs growing in their roles and taking on more responsibility.
Proactive Risk Management & Compliance
Your ability to anticipate and mitigate risks related to health, safety, and statutory compliance across your regional portfolio.
- Zero critical audit findings across your regional sites, a demonstrable reduction in safety incidents, all statutory inspections completed on time, and proactive identification of potential issues (e.g., an ageing HVAC system that needs budgeting for replacement). You're not just reacting
- you're planning ahead.