Within the United Kingdom a consortium of Donaldson’s, Simon Property Group, Henderson’s and Grosvenor Estates have come together to offer a new concept for the delivery of facilities management services in the retail market. Known as ReLAB the concept recognises that facilities support services has the potential to impact the efficiency and effectiveness of such operations for all stakeholder groups as well as the end user customer experience.
The scope of the activities include all support services across a wide and varying portfolio of shopping malls and retail parks across the whole of the UK.

Working in partnership with the real estate organisation Newmark GMS, Key Facilities Management is responsible for the management and delivery of the support services.

• Develop a country wide strategy that will ensure the highest service delivery levels with optimum cost.
• Establish site based facilities services teams responsible for the delivery of all associated services.
• Develop service delivery budgets realising consolidation efficiency gains.
• Develop a budgeted forward maintenance plan.
• Manage programme of TUPE transfers for over 500 staff into management and sub-contractor organisations.
• Maintain service levels within reduced service charge budget.
• Provide an enhanced service to all tenants and local customers.
• Provide response based service in support of client needs.
• Implement management reporting and performance measuring systems for each location using client systems.

• Established new management ‘hub and spoke’ service delivery structure achieving operational efficiencies.
• Reduction in overall service delivery costs and introduction of forward planning budgeting process.
• Fully costed and planned maintenance schedule introduced.
• Successful TUPE transfer for all staff.
• Service Level Agreements incorporated into service charge budget programme of works.
• Enhanced client service offering introduced.
• On site management team delivering ‘added value’ tenant services.
• Improved response strategy introduced via facilities help desk for reactive maintenance requirements.