Soft FM Services
We’re on a mission to help people and places perform at their best through self-delivered, technology-led soft facilities management services designed around your organisation.
Facilities management services for every sector
What sets our facilities management services apart is our focus on delivering customized integrated engineering and soft services, driven by technological platforms to ensure business continuity, standards compliance, and effectiveness. Built upon understanding the particular functional characteristics of environments including hospitals, schools, shopping centres, and arenas, our services are tailored to enhance functionality and results.
Our services are tailored to the operational demands of every environment, delivering practical solutions that improve performance, enhance user experience and support long-term business success.
◆ Integrated Facilities Management (IFM) – A single partner delivering end-to-end accountability, supported by centralised data platforms and real-time reporting.
◆ Single & Bundled Services – Hard Services, Cleaning, Security, Catering and Pest Control.
â—† In-house self-delivered expertise managing your facility services, supported by 135,000+ colleagues.
Integrated or Standalone Soft FM Services
Flexible service delivery that adapts to how organisations operate, whether through a fully integrated model or focused single line support.
Total Facilities Management
Self-delivered facilities management services for public and private sector organisations.
Commercial Cleaning Services
Creating cleaner, healthier environments that enhance wellbeing and everyday experiences.
Security Services
Protecting people and property through expert security teams and intelligent technology.
Catering Services
Fresh, high-quality catering that enhances wellbeing and everyday experiences.
Commercial Pest Control
Specialist pest control services that protect people, property and business operations.
Aviation Passenger Services
Supporting safe, seamless and inclusive passenger experiences across airport environments.
Waste & Recycling Services
Sustainable waste and recycling services that support operational efficiency and ESG objectives.
Front of House & Concierge Services
Professional front of house teams creating welcoming and memorable visitor experiences.
Commercial Landscaping Services
Creating attractive, well-maintained landscapes that enhance every environment.
Why we’re different
We combine industry expertise, digital innovation and a people-first approach to deliver smarter, more responsive soft facilities management services.
Our sector expertise enables us to solve complex operational challenges while delivering measurable value and long-term performance.
◆ NextGen FM® – Heritage and technical expertise working together to make facilities management smarter, faster, and more effective.
◆ Direct delivery – In-house professionals delivering consistent quality, quick response, and full accountability.
◆ Beyond the contract – Delivering measurable ESG outcomes, inclusive workplaces and lasting community value.
Technology Supporting Soft Services Delivery
Technology underpins the delivery of consistent, safe and efficient soft facilities management services. Digital platforms provide greater visibility, coordination and control, enabling teams to respond quickly, maintain service standards and improve operational performance.
Security Systems: Intelligent monitoring and analytics support vigilance, enable timely incident response and help manage the safe movement of people across busy and occupied environments.
Cleaning Technology: Data led scheduling, sensors and automated equipment help maintain hygiene standards in high use areas while using resources efficiently.
Operational Dashboards: Live task tracking and performance data provide clear oversight, support timely decisions and drive ongoing improvement across services.
Frequently Asqued Questions
What are soft services in facilities management?
Soft services are operational facilities management services that support how buildings are used and experienced on a day-to-day basis. They are typically people led services delivered within occupied environments and focus on safety, hygiene, security, comfort and service continuity.
Soft services commonly include cleaning, security, catering, front of house, waste and recycling, pest control, landscaping and passenger services. These services are managed through defined service specifications, performance measures and compliance frameworks to ensure consistent standards across different sites and sectors.
How is service consistency maintained across large or multi-site estates?
Consistency is maintained through standard operating procedures, structured colleague training and clearly defined quality assurance processes. These are applied uniformly across all locations.
Regular audits, inspections and performance reviews are used to monitor delivery against agreed service levels. This approach allows issues to be identified early and standards to be maintained across large and diverse estates.
How are safety and compliance managed within soft services?
Safety and compliance are built into daily service delivery through risk assessments, method statements and role-specific training. Colleagues are trained to work safely within live environments and follow agreed procedures.
Compliance is monitored through regular audits, inspections and governance reporting, ensuring services meet legal, regulatory and customer requirements at all times.
How do soft services contribute to ESG objectives?
Soft services contribute directly to environmental, social and governance priorities through everyday operational choices. This includes responsible product selection, waste reduction, efficient service planning and resource management.
Social value is supported through inclusive employment practices and colleague development, while governance is strengthened through transparent reporting, clear controls and accountable service delivery.
Can soft services be delivered as single line or integrated contracts?
Soft services can be delivered as individual services or combined through an integrated delivery model. Single line contracts allow organisations to address specific needs, while integrated contracts bring multiple services under a single management structure.
Integrated delivery supports aligned governance, shared reporting, coordinated mobilisation and consistent standards, particularly across complex or multi site estates.
Soft services commonly include cleaning, security, catering, front of house, waste and recycling, pest control, landscaping and passenger services. These services are managed through defined service specifications, performance measures and compliance frameworks to ensure consistent standards across different sites and sectors.
How are soft services adapted to different operational environments?
Service delivery is tailored to reflect the specific risks, occupancy levels, usage patterns and regulatory requirements of each environment. This includes adapting staffing levels, service schedules and methods of delivery.
By aligning services to how a site operates in practice, delivery remains effective in settings ranging from public-facing and high footfall locations to regulated or safety-critical environments.
What role does technology play in soft services delivery?
Technology supports operational control, visibility and coordination across soft services. Digital systems are used to manage tasks, track performance and provide real-time insight into service delivery.
These tools support faster response to issues, more accurate reporting and informed decision making, helping maintain standards across varied and dynamic environments.
How are mobilisation and transition of soft services managed?
Mobilisation follows a structured and planned approach to protect service continuity. This includes early planning, colleague engagement, data capture and alignment of processes and standards.
Performance is monitored closely during early delivery, allowing services to stabilise quickly and ensuring a controlled transition from day one.
FM Solutions Advancing ESG Performance
Sustainable Operations: Reducing resource consumption, minimising waste and integrating sustainable practices across day-to-day facilities management operations.
Inclusive Workplaces: Creating safe, inclusive workplaces that support wellbeing, development and equal opportunities for every colleague.
Ethical Governance: Maintaining transparent governance, ethical business practices and full regulatory compliance across every service.
Net Zero Support: Supporting Net Zero through energy efficiency, intelligent building technologies and carbon reduction initiatives.
