The Chelsea Harbour Estate lies on a 20-acre site in west London, adjacent to the Thames. At its heart sits The Design Centre, Chelsea Harbour, the largest interior design, retail and trade centre in Europe. This area features 120 showrooms, 600 international brands and a raft of pop-up House Guests at numerous events held there during the year. The Estate also includes 160,000 sq. ft. of office space, let to over 100 independent businesses, a five-star hotel, 80 berth marina, car parking for 1,000+ cars and 310 exclusive residential apartments.
At Chelsea Harbour, the outsourced FM provider serves two clients, in the form of the Estates and Property Management team (day-to-day operational detail), plus an executive relationship with Chelsea Harbour, related to the retail and events activity. The extensive site geography and the diverse office, retail and residential space, creates a unique set of FM demands, generating a multitude of non-standard, reactive tasks on a daily basis. The scope of work spans M&E services, cleaning, residential cleaning and waste management, exhibition and events management, projects, marina maintenance and operation.
When Q3 secured the contract in 2018, and recognising the challenges described above, we proposed a fresh approach to achieve a step-change in service levels.
To achieve this, Q3 introduced new systems and procedures, continuous improvement programmes, new working practices and better time management. Most importantly, our solution gave the onsite management the freedom and autonomy to make decisions and implement them.
In operations, we reshaped the team to provide a more responsive, fleet-footed style of delivery to meet the high level of demand for reactive tasks. The entire team was restructured, replacing specialists with multi-skilled, multi-trade handymen, with all round ability. Training and development were critical to ensure that the existing team could deliver more services on site, with the same resource, all designed to improve productivity and add value.
The management function was then responsible for juggling this resource to best effect, to deliver the right operative, with the right skills, to the right place, at the right time, to get a particular job done.
One innovative aspect of this new approach relates to the alternative way of costing, and charging for, this new arrangement. By taking the view that with the new team in place, they had a fixed cost overhead, it didn’t matter whether an operative was unblocking a toilet, changing a light fitting, or painting a wall, so long as the costs for that man’s time were being covered adequately.
The all–encompassing umbrella, labour-pricing model, has saved hundreds of hours in administration and delivered thousands of pounds worth of savings
The flexible delivery model allows Q3 to deliver a wide range of non-standard activities including:
The Q3 team has worked closely with the client to develop a waste management strategy, introducing innovative waste handling equipment and supporting Chelsea Harbour’s sustainability plan and Net Zero objectives
“There is one team here at Chelsea Harbour with a pride in what they are doing. Interaction between Chelsea Harbour and Q3 is seamless because we are all on the same page and acknowledge the one, can-do culture!” Sailesh Siyani, Head of Estates Operations
Q3 is a great business to work with and to work for. We were set up by a group of people motivated by experience to create a very different type of Facilities Management company. Here you’ll find out more about us and how we work. If that’s not enough, contact us
Q3 looks after the people and properties from some of the country’s leading brands, spanning many sectors and geographies. Here is a selection
It’s been a fantastic journey so far and we have collectively achieved so much. Personally, I have learned a tremendous amount about the Q3 team and continue to do so.
Best of luck Q3! You are an exceptional partner to us, so much so we don’t see you as a separate business and we treat your people as ours.
If the client wants us to dress up in clown outfits and hand out balloons, that’s alright with me!
I just wanted to send in my thanks to Emma, who helped me on Saturday when my Mum passed out in front of TK Maxx. Emma was very friendly, calm and efficient, I don't know what I would have done without her. She was so professional and knew exactly what was needed I couldn't believe it when screens turned up and a wheel chair, all organised by Emma without making myself or especially my Mum feel stupid or an inconvenience. Please can you pass on mine, my Mum's and family's thanks to Emma, she is a star and a very kind person.