Chelsea Harbour

Chelsea Harbour – overcoming estate challenges with FM on Demand

Chelsea Harbour Estate is a vibrant, mixed-use development that encompasses 20 acres along the Thames in west London. At its core is the renowned Design Centre, Europe’s premier interior design and retail hub, boasting over 120 showrooms, 600 international brands, and hosting five high-profile annual events, including London Design Week and WOW!house.

The bustling estate also features 160,000 square feet of office space, a luxury five-star hotel, a marina with 80 berths, parking for more than 1,000 vehicles, and 310 exclusive residential apartments, home to Hollywood stars and business tycoons alike.

This dynamic environment demands a facilities management (FM) approach that is not only flexible, responsive, and efficient but also laserfocused on delivering an exceptional resident and guest experience.

A ‘can do’ culture

Since taking on the FM contract in 2018, Q3 has introduced a tailored solution called ‘FM on Demand’ that integrates seamlessly with Chelsea Harbour’s operations. This proactive approach ensures the site remains fully functional, whether it’s erecting a seven-metre Christmas tree, assembling intricate art installations, or managing day-to-day upkeep. The answer is always “yes”.

Recognising that the previous FM model relied heavily on external contractors, Q3 restructured the approach to prioritise flexibility, expertise, and responsiveness. By hiring multi-skilled tradespeople and investing in comprehensive training programmes, Q3 empowered its team to handle a wider range of challenges in-house. This not only boosted efficiency and accountability but also cultivated a strong sense of community and pride among staff.

The introduction of modern systems further supported this transformation. Q3 implemented the Facilio CAFM platform for more streamlined workflows and approval processes. By consolidating data within a central system, the team can efficiently track tasks, monitor asset compliance, and provide the client with valuable insights on performance, carbon impact, and cost savings.

Highlighting Q3’s focus on long-term relationships, Sailesh Siyani, Chelsea Harbour’s head of operations, said, “The Q3 team’s transparency and commitment to building trust set them apart. Their approach is deeply embedded in partnership, ensuring that decisions are mutually beneficial and geared towards long-term success.”

Expect the unexpected and adapt

Chelsea Harbour day-to-day FM demands are anything but businessas-usual. From maintaining marina lock gates and boardwalks to supporting glitterati-worthy design events, the Q3 team continuously adapts to meet the client’s evolving needs.

For example, during a major event, an unexpected issue arose when a bridge on the avenue needed urgent aesthetic repairs after key architectural elements were removed. Within two days, the Q3 team employed a cherry picker, spray-painted the affected area, and restored the structure to a presentable condition – ready in time for the show’s opening. This “can do” culture is ingrained in every level of service delivery, enabling the team to address challenges with confidence and agility.

Whether it’s hanging a £250,000 chandelier at short notice or mitigating flood damage a day before an event, Q3 consistently fixes anything that could (and does) go wrong in managing such a complex estate, ensuring visitors are safe and the owners are legally compliant.

By fostering a culture of responsiveness and collaboration, the team has built a reputation for being a dependable partner. This proactivity and flexibility is a cornerstone of the FM on Demand model.

“There’s no challenge they won’t tackle. From reconfiguring spaces for events to handling emergencies, their creativity and proactive approach consistently deliver.”

– SAILESH SIYANI.

Adding value

Q3’s integrated approach has significantly strengthened its relationship with Chelsea Harbour’s management. By fostering a “one-team” culture, Q3 staff, contractors, and the client’s personnel work in harmony. Regular meetings, open communication, and shared goals have streamlined decision-making and enhanced the overall atmosphere of the site. As a result, staff retention is exceptionally high – only three permanent employees have moved on in seven years – and the contract continues to be renewed. And that’s because Q3 make no room and have no tolerance for complacency.

In addition to day-to-day operations, Q3 has improved the environment and functionality of Chelsea Harbour. For instance, Q3’s onsite harbour master has modernised and upgraded the marina facilities, making the area safer and more inviting. Sustainable initiatives, including electric tug vehicles and streamlined recycling processes, have reduced environmental impact while maintaining the estate’s pristine appearance.

Q3’s contributions extend beyond typical FM services. They actively support Chelsea Harbour’s marketing and events, handling tasks like painting, decorating, and setup, which would otherwise incur significant outsourcing costs. Their involvement in marquee events such as London Design Week ensures seamless execution while saving costs and supporting team morale.

Q3’s efforts go beyond cost savings; they add value by enhancing the quality of the space and experience for everyone at Chelsea Harbour

“Sustainability isn’t just a tick-box exercise for Q3. They’ve invested in innovative solutions like electrolysed water for cleaning, reducing our environmental footprint while maintaining high standards. The financial savings are a natural outcome, but the real value lies in the improved efficiency and the positive impact on the environment.”

– SAILESH SIYANI.

Delivering tangible benefits

Through the FM on Demand model, Q3 has delivered clear, measurable benefits:

• Reduced reliance on external contractors, saving approximately £250,000 per year
• Enhanced training and multi-skilling have streamlined operations, enabling the team to maintain high standards with fewer staff
• Integrated systems that provide instant access to compliance, environmental impact, and cost data, supporting proactive maintenance and informed decision-making.
• A strong, supportive partnership with Chelsea Harbour’s executive management has improved team morale, service delivery and visitor experience, with Q3 representatives doubling up as brand ambassadors.

Q3 has demonstrated how a flexible, on-demand approach to facilities management can transform a complex, dynamic environment. From hand-written thank-you notes from the CEO to team-wide acknowledgements during major events, Q3’s efforts are recognised and appreciated; and the sentiment is reciprocated.