ECHA winner Incentive FM - shared vision

27th of September 2022
ECHA winner Incentive FM - shared vision

Sunshine and lollipops helped Incentive FM to win the 2022 European Cleaning & Hygiene award for Excellence in Client-Contractor Partnerships. But the real key to the company’s success lay in having a single shared vision with its client.

What does the term “soft services” actually mean? To most of us it refers to disciplines such as cleaning, security, landscaping and grounds maintenance – all vital but peripheral elements in running a facility. But for Incentive FM it also means sun cream, fresh fruit, children’s gifts - and even ice lollies.

The company continually goes the extra mile in its partnership with the Beaumont Leys Shopping Centre in Leicester. And it is this determination to go above and beyond that earned the company the European Cleaning & Hygiene Award 2022 for Excellence in Client-Contractor Partnerships.

Incentive FM was awarded the Beaumont Leys Shopping Centre contract in 2020 when it began supplying the site with soft services such as cleaning and security. “The contract has since evolved through restructuring, innovation and an adaptability to change,” says its retail and distribution director Glenn Wilson.

“We now offer handyman services, an on-site electrician, landscaping and high-level cleaning – all of which are provided within budget and without the loss of any staff. We have simply used budget underspend to enhance the centre’s existing service provision.”

Incentive FM prides itself on going the extra mile for its client. “We’ve developed our employee wellbeing strategy since the pandemic and we now hold daily team huddles and regular social events to support the mental health of our people,” said Wilson. “We also have a learning hub and an employee support programme.

“We provide staff members with fruit and other treats and ensure they have easy access to water, sun cream and hats in the summer months. And we even provide ice lollies when the weather takes a warmer turn.”

Incentive FM and Beaumont Leys Shopping Centre are also committed to supporting their local community.  “We make regular donations to a foodbank and last Christmas we presented every child at the local primary school with a gift,” said Wilson. “And we actively support the local church with its toy appeal and organise a regular litter pick in partnership with retailers and the community police.”

The two companies work together to improve sustainability across the Beaumont Leys site. “We have instigated a full LED and solar light replacement scheme throughout the centre and have developed a three-year environmental and biodiversity plan,” said Wilson. “This includes beehives, water retention and reduction, the use of electric equipment and a community allotment incorporating insect-friendly planning and habitats.”

Incentive FM has a strategy of recognising those employees who go above and beyond their regular remit. “We reward them with gifts, certificates and complimentary meals, and this results in a motivated staff who provide a great service,” said Wilson. “It also helps to retain existing contracts and provide new business opportunities for Incentive FM.”

According to Wilson, the key to the company’s success at the Beaumont site lies in a single shared vision – one that has been discussed and devised by the entire team.

“We welcome ideas from everyone and we pride ourselves on our unique approach to problem-solving and sharing best practice,” said Wilson. “Put simply, the whole team was involved in pulling the vision together.”

He believes Incentive FM won the award due to the genuine collaboration that takes place between the company and Beaumont Leys Shopping Centre plus the shared ethos of the two organisations.
“We understand each other’s culture, approach and business,” said Wilson. “We also trust each other to deliver an outstanding service and we’re committed to creating a community hub where people love to shop every day.”

Wilson concludes: “We’re incredibly proud to have won this year’s Excellence in Client/Contractor Partnerships award. This accolade in particular is a direct result of outstanding customer service and collaboration between our staff and BSC. It’s wonderful to be able to recognise the on-site team who have clearly demonstrated a desire to exceed expectations.”

He describes winning the award as the ”cherry on the cake” for the company. “What really sets us apart is our ethos of constantly seeking the next service, innovation or simple change that will deliver good to the shopping centre or to the local community,” he said.


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