FMS - Adding value to real estate

Typically Facility Management Services or FMS refers to the timely maintenance and upkeep of the various facilities used by residential, commercial and institutional buildings like large apartment complexes, townships, retail establishments, commercial buildings and hospitality majors.

Some of the leading companies offering an umbrella of facility management services in India include: BVG India Ltd, G4S India, Handiman Services Pvt Ltd, Vipul Facility Management Pvt Ltd, Clean India Group, Jones Lang LaSalle, Knight Frank India and Property Solutions India Pvt Ltd, the facilities management subsidiary of the leading Mumbai-based developer Kalpataru group.

Services offered by reputed FMS companies include the proactive maintenance of vital amenities that include lighting and electrical fixtures, air-conditioning, plumbing, landscaping, housekeeping and security systems among others.

Over the last decade, driven by the frantic growth of urban development the importance and use of efficient FMS has increased by leaps and bounds. With a majority of end users and buyers evolving from small colonies and independent bungalows to township properties and high-rises in urban metros, contemporary residential projects now offer significantly better and complex amenities and facilities that are constantly in need of professional maintenance services.

Given the sheer size of facilities on offer and mixed-bag of services available to residents, large township projects are known to outsource their FMS to professional companies than can offer them a cost-advantage and economics of scale.  The upkeep of township projects involves the timely upkeep of their extensive residential, retail support and recreational facilities.

A mammoth task that may include individual elements like the project’s internal roads, street lighting, landscaped areas, clubhouse, swimming pool, gymnasium and drainage facilities to name a few. Some townships are also known to outsource the management of a range of ancillary facilities to FMS companies like the project’s onsite security, parking facilities, waste management, public utilities and health aspects.

In some cases, FM managers have to juggle dual responsibilities of maintaining the property’s facilities as well as organize community events for its residents like festival celebrations, birthday celebrations, social functions, AGMs and so on.

From a service perspective, a FMS provider hired for the maintenance of project’s facilities is usually responsible for all the common areas of residential or commercial complex. The internal amenities and utilities of every residential unit or office do not come under their purview and is the responsibility of the individual owner.

While their responsibilities may include only the common amenities it is not unknown for a FMS provider hired by a complex to become a single-point handyman for its residents, who are expected to resolve all issues pertaining to the electrical, plumbing, painting and minor repair problems within their units and offices.

To ensure the best service standards possible, leading FMS companies are known to employ a mixed crew that specializes in different aspects of a property’s maintenance. A list that includes MEP specialists (electricians, carpenters, plumbers etc), house-keeping staff, gardeners, cleaners, drivers, lift operators and trained security personnel.

Further with the mushrooming of several high-end projects targeting the super-rich going beyond the standard amenities and offering exclusive services like concierge, laundry, butler-on-call, spa & beauty treatments, travel desk and even luxury cars on hire, FMS service providers have had to upgrade their range of services and include all of the above as part of their repertoire.

One of the most important aspects of a FMS provider’s duties involves the upkeep and efficient maintenance of a client’s electrical systems. Preventive maintenance of key amenities that include high-speed elevators (in the case of high-rise projects), air-conditioning (if available), common lighting, computer systems, security gadgets like intercoms, CCTV and video door phones are a high priority area in their roster of duties.

Ensuring foolproof security of the property and its residents is another major challenge for FMS companies. In the context of residential complexes which typically feature a large number of senior citizens and children, this service assumes added significance.

Moreover faced with a huge number of daily visitors in the form of servants, delivery boys, couriers, guests and a assorted list of sundry drop-ins, many companies have opted for the efficient use of technology and electronic surveillance systems to assist their men on the ground.

Reputed FMS companies are also known to impart specialized training to their personnel to efficiently handle potential emergency scenarios like people trapped in an elevator, a sudden fire or a house break-in.

It’s important to note here that in such extraordinary instances the response and emergency preparedness of the facility manager is crucial, since the FM team looks to him for leadership in tackling such situations. Most clients also prefer service providers who have trained personnel to handle such scenarios, in the interests of the security and well being of their residents.

With demand for professional FMS services on the increase, leading firms are now faced with increasing competition with an estimated 1,200 companies said to be vying for a foothold of the FM market in the country. However they face tough competition from smaller local players operating in a domain where the entry barriers are low, giving them an unfair cost advantage over FMS companies.

But on the bright side an increasing number of developers are now beginning to realize the importance of hiring professional FM service providers in prolonging the commercial and aesthetic value of their projects well after their completion.