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Category: Insights

Some thoughts from CEO Martyn Freeman on World FM Day

Posted on by Ian Adams

On World FM Day, the Facilities Management industry acknowledges our collective contribution to business and the global economy.

This annual event coincides with another celebration closer to home… we at Q3 are marking the 7th anniversary of the formation of the Q3 Services Group of companies.

We set ourselves a challenge in 2018 to become a trusted FM company, one that lives every day by its values of being open, honest, and transparent in everything that we do. In 2025, we’re particularly proud that we are succeeding in meeting those objectives – and more. In 2025, we entered the top 50 list of UK FM companies, measured by turnover, and if you were to assess that same list according to profitability, we would be much higher than many more established names.

This year’s theme for World FM day is “Resilience in Action: Thriving in a World of Change.” I like to think that it’s a mantra I could apply to the evolution of Q3.

In our short existence, we have had to adapt continuously to overcome challenges – from Covid, to the relentless advance of digital technology and AI, and tackling the growing sustainability issues associated with becoming a net-zero business. We have shown resilience in the face of all these challenges and embraced them through the application of hard work, teamwork, innovation, and imagination.

I’m extremely proud of the progress that has been achieved. Q3 has expanded consistently year-on-year, developed new services lines, grown its client portfolio to include some world-famous brands, while not losing our reputation for being a people business that’s totally flexible in our approach to satisfying the needs of our clients. And for that, I give my whole-hearted thanks to everyone at Q3.

I wish everybody who works in this wonderful FM industry all the very best on World FM Day and for the future. Let’s be proud of our contributions and our achievements.

The hidden compliance risks in your business – and how to fix them

Posted on by dev@q3

Let’s be honest, compliance isn’t exactly the most exciting part of running a business. However, ignoring it can lead to some serious headaches, from hefty fines to unexpected disruptions that throw your whole operation off track. The good news? Most compliance risks are avoidable if you are prepared.

What are the biggest compliance risks?

One of the biggest hidden risks is expired insurance and accreditations. Businesses rely on insurance policies and professional credentials that often have expiration or renewal dates. If no one’s keeping an eye on these, you could let these lapse or expire, putting your business at legal and financial risk.

Another common pitfall is missed safety inspections. Fire safety checks, electrical audits, and workplace hazard assessments aren’t just boxes to tick – they’re legal requirements. A single missed inspection can put your employees at risk and result in serious fines.

Keeping track of compliance can also be a nightmare if you’re still relying on outdated spreadsheets or scattered paperwork. Without a central system, it’s easy to lose track of renewal dates, certificates, and legal requirements. On top of that, workplace safety laws and environmental regulations change all the time. Without someone monitoring these updates, businesses can quickly fall behind, leading to unintentional non-compliance.

Supplier management is another common pain point. Many businesses work with multiple vendors for cleaning, maintenance, and security, but if there’s no organised central system to track contracts and accreditations, things can easily slip through the cracks.

A proactive approach to compliance

Deploying a more flexible facilities management (FM) service delivery can make all the difference. With the right FM approach, businesses can have access to real-time visibility of their compliance status, ensuring that certifications, safety audits, and other critical requirements are always up to date.

A proactive FM service helps businesses stay ahead of renewals and inspections by providing timely reminders and expert support. Instead of worrying about supplier risks, businesses can work with a vetted network of service providers who maintain current insurance and accreditations, reducing the chance of compliance issues. Additionally, managing suppliers and invoices becomes much easier when everything is consolidated into a single, user-friendly system.

Successful partnership with Embark

Many businesses have already seen the benefits of shifting to a smarter FM strategy. Kay Smith, former Group HR Director at Embark, said:

“What started as a three-month contract turned into a two-year partnership because Q3 consistently went above and beyond. They became a trusted part of our team, delivering not only the basics of compliance and safety but also strategic input that elevated our facilities management approach and aligned with our broader business goals.”

Pete Doherty, a former senior leader at Embark, explained:

“Our business was going through a major integration following an acquisition, and the support from Q3 meant the one thing we never had to worry about was FM support. That allowed us to focus on our core business objectives, safe in the knowledge that our spaces were compliant with the latest regulations.”

Read more about this partnership in our Embark case study.

Do you know your compliance status?

If you’re not sure whether compliance is under control in your business, ask yourself: Do your properties meet all current health and safety regulations? Are your suppliers properly insured and accredited? Is there a central record of compliance certificates and renewal dates? Have you had a fire safety risk assessment in the past year? If you’re hesitating on any of these, it might be time to consider a flexible FM approach that can help take care of these crucial requirements.

For businesses that don’t want to commit to lengthy contracts but that are looking for a simple, reliable solution, Q3’s FM On Demand is an option worth exploring. Offering real-time tracking, proactive support as and when you need it, and streamlined management, FM On Demand takes the stress out of compliance so you can focus on what truly matters – growing your business. If you’re interested in learning more, get in touch today to book an initial assessment.

You can reach out via email at info@q3services.co.uk, by phone at 020 3855 4521, or visit fill out a quote enquiry form and we’ll get back to you.

FM without the overheads: How subscription-based services are changing FM

Posted on by dev@q3

Agility is key in today’s commercial landscape. Companies need to be able to scale up or down as required, responding to evolving workplace needs and economic fluctuations. Traditional facilities management models have long been the standard, providing comprehensive support for businesses with predictable requirements. However, for many growing companies, these models aren’t always the right fit and greater flexibility and cost control is needed.

Subscription-based FM services is a new innovative alternative that can offer greater flexibility, scalability, and cost control.

Traditional FM models

Facilities management is a critical aspect of business operations, ensuring that buildings and workspaces remain functional, safe, and efficient. Traditionally, FM has operated on long-term contracts with fixed services and pricing agreements, often requiring businesses to commit to lengthy comprehensive packages.

While this approach works well for large enterprises with steady demands, it can be a burden for small and medium-sized businesses, or those experiencing fluctuations in workforce size and office space usage. With some providers it can mean customers may be locked into contracts that don’t align with their changing requirements, or they are paying for services they don’t always need.

As hybrid and remote working models prevail and businesses juggle costs to keep up with changes in legislation and increased operating costs, there is a growing demand for a more adaptable approach to facilities management.

The rise of subscription-based FM services

An ‘FM On Demand’ subscription-based model is transforming the way businesses manage their workspaces. Rather than committing to long-term contracts with fixed services, businesses can opt for a flexible, on-demand approach that adapts to their evolving needs. This modern model offers a number of key benefits:

Flexibility to choose what you need

One of the biggest advantages of a subscription-based FM model is that businesses only pay for the services they require. Whether it’s cleaning, maintenance, security, or workspace reconfiguration, companies can tailor their service package to suit their immediate needs. This level of flexibility allows businesses to remain agile, responding quickly to changes in operations without being tied to unnecessary costs.

Scalability to match business growth

As businesses expand, their facilities management requirements change. With a traditional FM contract, scaling up often means renegotiating terms or incurring additional costs for services that might not align perfectly with new demands. A subscription-based model, however, allows businesses to scale services up or down seamlessly whenever they need to. Whether opening a new office, downsizing to a smaller space, or adjusting cleaning schedules in response to occupancy levels, FM On Demand ensures businesses stay in control of their workspace needs.

Cost control and budget predictability

Budgeting for facilities management can be challenging, particularly for SMEs with fluctuating revenue streams. Traditional FM contracts often involve fixed monthly costs, making it difficult to adjust expenses when financial priorities shift. Subscription-based FM services, on the other hand, offer transparent pricing structures, allowing businesses to adjust spending based on real-time needs. This means no hidden fees or paying for services that aren’t actively being used.

Improved efficiency and resource allocation

When businesses have the ability to request FM services as needed, they can ensure that resources are allocated efficiently. Rather than having a one-size-fits-all approach, a subscription model allows for precise service delivery that aligns with actual workspace requirements. This not only optimises spending but also enhances overall operational efficiency.

How subscription-based FM works in practice

The transition to subscription-based FM is simple. Businesses sign up for a flexible FM plan that allows them to access services on demand. The model is designed to be adaptable, ensuring companies can make real-time adjustments based on evolving needs.

For example, consider a growing tech startup that initially operates out of a small co-working space. As the company expands and moves into a dedicated office, its FM requirements increase. Through a subscription-based FM model, the business can easily scale up services such as cleaning, maintenance, and office fit-outs without committing to long-term contracts. Conversely, if the company later adopts a hybrid working model and reduces office space, it can scale down FM services accordingly, ensuring cost-efficiency is maximised at every stage.

The future of facilities management

As businesses continue to prioritise flexibility, cost-efficiency, and sustainability, subscription-based FM models are likely to become an attractive choice. With the rise of remote and hybrid working arrangements, organisations need facilities management solutions that adapt to changing workplace dynamics.

FM On Demand’s approach to subscription-based services aligns perfectly with modern business needs, providing a tailored, cost-effective solution that eliminates unnecessary overheads. By embracing this model, companies can take a more strategic approach to workspace management, ensuring that every pound spent contributes directly to operational efficiency and business success.

Changing landscape

Traditional FM models have long been the norm, but they are no longer the only option. Subscription-based FM services like Q3 On Demand are revolutionising the industry, offering businesses the ability to stay agile, control costs, and scale services as needed. For growing businesses looking to optimise their workspace without unnecessary financial burdens, Q3’s FM On Demand presents a compelling solution.

If your business could benefit from facilities management support on demand, consider making the switch to a subscription-based model. The flexibility, efficiency, and cost savings could be exactly what your organisation needs to thrive in today’s dynamic work environment.

Contact us today to talk to us about our Q3 On Demand solution. It could provide the assurance that your business needs. See how some of our clients have benefitted from FM on Demand.

From WeWork to your own office: Navigating FM challenges in a new space

Posted on by dev@q3

For many growing businesses, moving from a shared workspace to a dedicated office is an exciting milestone. It signals expansion, greater autonomy, and the ability to create a working environment tailored to your company’s needs. However, the transition also brings new responsibilities – ones that many business owners may not have encountered before.

In a shared space, everything from cleaning and maintenance to security and compliance is managed behind the scenes. The Wi-Fi just works, the lights stay on, and if something breaks, someone else is responsible for fixing it. But once you move into your own premises, those operational tasks fall to you. Suddenly, you need to ensure the building remains safe, compliant, and fit for purpose – all while running your business.

This shift can be overwhelming, especially for businesses without an in-house facilities management (FM) team. Ensuring that fire safety checks are carried out, contracts with service providers are managed, legislation is adhered to, and reactive repairs are handled promptly requires both time and expertise. It’s no surprise that many companies find themselves struggling with unexpected costs, inefficient maintenance, or even compliance risks in the early days of managing their own office.

The hidden challenges of managing your own office

One of the first challenges business leaders encounter is maintenance and repairs. In a shared space, problems are logged with the provider and quickly resolved. But in your own office, every repair – whether it’s a leaky tap, a faulty HVAC system, or a power outage – needs to be managed and paid for. Without a structured plan, maintenance can become reactive, leading to higher costs and avoidable disruptions.

Another major hurdle is compliance. Employers are legally responsible for ensuring their workplaces meet health and safety standards, but many new office occupiers are unaware of their obligations. From fire risk assessments and electrical safety checks to lift maintenance and legionella testing, keeping up with regulations can be a minefield. Failure to comply doesn’t just risk fines – it could endanger employees and affect business continuity.

Security and access management can also present unexpected complications. While shared workspaces have controlled access systems and security teams, moving into a private office means making decisions about everything from CCTV coverage to key fob systems. Without the right setup, businesses could be left vulnerable to security breaches or unauthorised access.

On top of this, workspace optimisation becomes an entirely new challenge. In a shared office, the provider ensures the space is designed for productivity, with meeting rooms, breakout areas, and ergonomic workstations. But in a standalone office, businesses must plan layouts, furniture, and space utilisation themselves, often without expertise in workplace design.

How a flexible FM service can help

This is where a flexible FM service can be invaluable. Instead of hiring an in-house FM team or relying on multiple service providers, businesses can access professional support as and when they need it. A flexible FM model allows companies to scale services up or down depending on demand, ensuring they only pay for what they use.

One of the biggest advantages of a flexible FM approach is cost efficiency. Managing facilities independently often leads to unexpected expenses, from emergency repairs to compliance-related fines. A structured FM service helps businesses plan and budget more effectively, reducing the risk of sudden financial shocks.

It also removes the burden of compliance. With an FM provider handling safety checks, risk assessments, and regulatory requirements, businesses can be confident they are meeting legal obligations without having to navigate complex legislation themselves.

Proactive maintenance and supplier management are also key benefits. Instead of scrambling to find a plumber when a pipe bursts or dealing with unreliable cleaning providers, businesses using a flexible FM service gain access to a vetted network of trusted suppliers. This ensures high-quality service delivery without the hassle of managing multiple contracts.

Beyond the practicalities, a well-managed office has a direct impact on employee wellbeing and productivity. Research has shown that well-maintained work environments contribute to employee satisfaction and performance. A well-run office isn’t just about ticking boxes, but about creating a space where people can do their best work.

Making the transition smoother

For businesses planning their move, the key to a smooth transition is preparation. Identifying potential challenges early and securing the right support can prevent costly mistakes. A flexible FM service offers peace of mind, ensuring that as businesses settle into their new space, they can focus on growth rather than operational headaches.

Moving into your own office should be an exciting step forward, not a source of stress. With the right approach to facilities management, businesses can enjoy the benefits of their new workspace without the burden of unexpected responsibilities.

Flexible FM support

We created ‘FM on Demand’ to support businesses as much – or as little – as they need. Read our case studies on how we’ve successfully supported Embark and Chelsea Harbour with FM on Demand, or contact us to discuss how we can support your business.

Apprenticeship Week 2025 – a personal view from Josh Marodeen

Posted on by Ian Adams

When you think of apprenticeships, the sort of thing that usually springs to mind is trade skills like plumbing, electrical technician, or engineering. But today, as part of our celebration of National Apprenticeships Week, we talk to Josh Marodeen, who is pursuing a very different kind of apprenticeship.

Josh is reaching completion of his Sales Executive Level 4 Business Standard Apprenticeship, embracing tutor-based learning at Fareham College and practical time with the Q3 Sales team. To realise his ambition, Josh has also been balancing a dual role arrangement, sharing his time between auditing sites on our Everyman Cinemas contract, with three days a week wearing his “sales” hat.

He’s now 85% through the apprenticeship tunnel and facing up to the dreaded EPA (End Point Assessment). He must first complete some testimonials, sit through a professional discussion with his tutor, and dot some i’s and cross some t’s to complete the process, hopefully by April or May.

Josh has a naturally outgoing personality, which helped him flourish in a two-year stint in hospitality and influenced by his father’s interest and involvement in business, he saw an opportunity to bring the two together.

Josh explains, “I like talking, face-to-face interaction and relationship building, so sales was always going to be the obvious career route to follow. But, when I first started, I knew nothing at all about Facilities Management. The sheer scale and diversity of the sector is mind blowing when you first encounter it, and I still find it funny explaining FM to friends who have no concept of what I do and the type of business I am in.

“Blending the college-based learning with the practical, hands-on sales activity has been a great way to learn about the FM industry, build my expertise and develop my confidence. These qualities will all be so important for me to be effective in a role in business development. This apprenticeship has also helped broaden my knowledge of the corporate world and will help pave the way for a future role in business development, where I can contribute to Q3’s future growth and success.”

 

Apprenticeship week 2025. An inside view from Joe Trodd

Posted on by Ian Adams

In Apprenticeship Week, we talk with Q3 apprentice, Joseph Trodd about his experiences as an apprentice. Joe is based at the London HQ of one of our prestigious clients, Salesforce Inc, the market-leading CRM software company. He is currently on the 3rd year of his Level 3, Building Services Engineer: Service and Maintenance, apprenticeship.

Since we last spoke to Joe, he has completed the year two modules on this apprenticeship, including cold water systems and hot water systems, and this year moved on to basic electrical, heating systems, ventilation and drainage systems. These course modules are delivered by Choice Training, in Dagenham, which Joe attends every Thursday on a day-release arrangement.

There’s one more year to go after this, before the course assessment in June 2026. Since he started the apprenticeship in September 2022, it’s been a valuable learning experience, providing Joe with knowledge and skills he can readily put to work in Salesforce Tower.

Joe explained, “I like the apprenticeship approach because it suits my personality and learning style. I enjoy doing practical work, problem solving, troubleshooting, and using my expertise to improve systems to make them work better and to make life easier for the team and for the client.

“Salesforce is an international, multinational client and the experience of seeing how the hard FM activity fits in the with the bigger property and Total FM operation has been extremely valuable. I think by the time my apprenticeship finishes in 2026, I will be really well equipped to step up to even greater challenges in the technical and engineering part of the FM sector.

“Ultimately, I would like to think that I can target a more specialist role and, with the support of my line manager and Q3, perhaps further my career into management. At this stage I am happy to be learning as much as possible.”

 

How data and digital work together in building maintenance

Posted on by Ian Adams

Back in November 2024, Q3 participated in the SFG20 Virtual Summit on Building Maintenance. It was a collaborative affair, taking the form of an online debate, hosted by freelance industry journalist, Dennis Flower.

Dennis chaired the debate, using his interview skills to pull on insightful contributions from Q3’s, MD Mark Hazelwood, Rupal Gokani, Senior Product Manager at software partner Facilio, and Richard Piggin, FM Director from Q3’s client Maximus.

A partnership approach involving these organisations has resulted in the development of a unique, data and digital-based approach to building maintenance, across the Maximus estate of 270 UK sites. The platform has been tailored to Maximus’ specific needs, converting the wealth of complex data available into valuable insight that helps both client and service provider to make key decisions and better manage the estate.

The video, originally hosted on the SFG20 virtual event platform, has now been made more widely available through SFG20’s YouTube channel and you can watch the whole session back below – It’s an excellent case study explaining best practice in deployment of CAFM software:

 

Blog: Isn’t it about time we started talking again?

Posted on by Ian Adams

Director, Lucy Hayes wants us to talk more, for the wellbeing of people and the good of the business!

Lucy Hayes - Director

For almost all of us, work today is very different from just 10 years ago. The UK’s workplaces are changing too. Workers have become digital nomads, and our working style has evolved to be agile, remote, flexible, hybrid – call it whatever name you want, it’s changed!

For many, this has meant the ability to better manage their time, work more effectively, be more productive and achieve a better work-life balance. But the other side of the coin is that this lifestyle creates a feeling of isolation and disconnection that can have a very negative impact on people’s wellbeing.

Recent reports in the last year from the Health & Safety Executive and mental health charities, indicate that a third of adults have experienced high or extreme levels of pressure at work, with 20% requiring time off because of stress. That’s more than 7.4 million people who have experienced mental health challenges at work but felt unable to ask for help. And it affects men more than women with 3.9m men affected, compared to 3.5m women.

Ironically, in solving one problem, it seems that the hybrid working revolution has created another. It has encouraged an always-on, always-available mindset, blurring the difference between home and work and making it tough for workers to mentally switch off. It’s also made it more difficult to talk about these issues because the email, phone and TEAMS technology that has facilitated the workplace transformation, appears to have killed stone dead the regular habit of talking and chatting.

To address this, the mental health charity Mind! is promoting “Time to Talk Day.” This is a welcome initiative to put the human component back into our working relationships, through the simple medium of talking.

Face-to face talking is something I would encourage everyone in Facilities Management to consider doing more. And not only in manager/report situations tackling the complex and difficult issues like mental health, but also in team events, planning and brainstorming sessions and one-to-one meetings. Talking is more spontaneous, dynamic and interactive and you pick up on body language and other signals that simply get missed in TEAMS calls and emails.

So, why not combine your meeting with an off-site coffee, or even breakfast or lunch, getting away from the pressured work environment and having a chance to relax? Do it, even if there’s no specific reason to have the meeting, other than to chat.

In business, actively managing staff mental health is so important. Here’s some great advice from ACAS on just how:

Talking tips – if you are a manager:

  • be approachable, available and encourage team members to talk to you if they’re having problems, and even if they are NOT having problems
  • keep in regular contact with your team to check how they are coping
  • respect confidentiality and be calm, patient, supportive and reassuring if a staff member wants to have a chat about their mental health
  • consider whether someone may need workplace adjustments, for example working more flexibly
  • look after your own mental health and get support if you feel under more pressure than usual – this support could be a colleague at work, a mental health network or a counsellor
  • clearly communicate the internal and external support available to staff – this can include offering practical help such as signposting to financial advice or bringing advice providers into work. (See the notes below on where to access help!)

Tips – if you are looking to look after yourself:

  • don’t be scared to talk to people you work with or friends about how you’re feeling
  • speak to your manager about how you’re doing, your situation, and ask what support is available
  • reflect on what helps you feel more positive and what does not
  • make time for activities you enjoy

Now is an especially good time to try this as winter months are when people are feeling their lowest because less sunlight, shorter days and reduced levels of Melatonin, create what’s become known as SAD (Seasonal Affective Disorder). But remember, “Time-to-talk day” cannot be just one day in the calendar, it’s a 365-day challenge that you need to accept.

At Q3 we have a Wellbeing Centre on the DAISY portal with help and advice for staff on health and fitness, ways of looking after your mental health and dealing with money matters.

There are also some really great resources on the Time-to-talk website which can help managers and supervisors develop their talking skills, including a clever true or false quiz. For example:

  • Young people are more willing to talk about mental health. FALSE -young people are even more likely to bottle up their feelings than older people
  • Events in the news can have an impact on our mental health. TRUE – some news can highlight a difficult reality to which we can relate, and coverage can seem incessant through 24-hour TV, news websites and social media

So, let’s start today… it’s good to talk!

100% Compliance – really???

Posted on by Ian Adams

A cursory search of FM trade press websites identifies only a handful of recently published articles relating to the important subject of compliance. Those news pieces tend to focus on new appointments, mergers and acquisitions, or specific compliance features related to asbestos, water and fire. Very few address the broader relevance of compliance in the workplace and its key role in FM service delivery.

Why does this important aspect of a Facilities Manager’s responsibility receive such a low profile, in comparison to “insight” on popular themes such as technology, wellbeing, hybrid working and productivity?

We asked Q3’s Compliance Manager, Annie Simpkin, for her thoughts on why that might be.

Here’s what she said:

Ha! If you want to make yourself invisible, take on the role of Compliance Manager! It’s a sure-fire way of becoming the most ignored person on the FM roster!

And yet, it’s such an important role because we are dealing with the most safety-critical part of any FM’s responsibilities. FMs are charged with serving the people and assets in a building and compliance exists to mitigate risks, prevent accidents and ensure the safety of both. In my book, safety and compliance has to be the top priority for any caring, law-abiding organisation. But it isn’t, is it?

Perhaps compliance is low profile because it isn’t “sexy” and falls into the “too difficult” pile? After all, who wants to become an expert on the intricacies of electrical fixed-wire testing, fire regulations, legionella, TM44 and F-Gas Compliance, and filling out pages and pages of those tiresome risk assessments?

The fact is that compliance is simply misunderstood by many people in the industry. It’s quite common to find clients who are uninformed and even naïve about compliance. Often, they confuse responsibility with accountability and there’s a big difference. There are legal implications associated with non-compliance, which means in a worse-case scenario, one of the client’s directors could end up going to jail! And it’s no good hiding behind the FM company, because you can’t contract out legal responsibility – the buck stops with the client!

Because people cannot grasp all the complexities of compliance, they tend to simplify the whole thing into a tick-box exercise, generating statistics to help them understand the big picture. These compliance figures are presented monthly to the client and often the board of directors, but the focus is on the performance of the numbers themselves (and whether they go up or down), rather than the underlying story they are trying to tell.

Let’s not kid ourselves, in some organisations, I’m sure that there is even some gentle bending of the rules to make the numbers tell the right story. But realistically, if you are reporting 100% all the time, who will ever believe that the figures are credible and true? It’s fooling no one!

It’s sad that compliance should be devalued to a function for creating figures that make the board feel warm and fuzzy. It needs to be about active management of compliance in the real world, and these figures must be meaningful and to stand up to scrutiny. They also need to be both accurate and auditable, not an echo chamber, where the figures report only what the board wants to see.

I feel passionately that compliance is important in the workplace and above all, it’s about embedding honesty. The dilemma is how we get to that point, how we ensure accuracy, capture every detail and get to the truth. We talk a lot about people’s wellbeing in the world of work because it’s important to ensure that temperature and noise levels, food and drink, and quality workstations are all contributing to a positive user experience. But how important is all that when the building catches fire? In what may be a life-or-death situation, you want smoke detectors and alarms that are fully tested and working, fire extinguishers available and operational and sprinkler systems primed and working. Similarly, the coffee may taste great but is the tap water safe to drink? Staff and customers need assurance that when they go to that site, they know they are safe. This is when safety trumps wellbeing.

In Q3’s engineering and maintenance services operation, compliance is the foundation around which we deliver everything else on that contract. It’s not simply about assets, tasks and activities, it’s an end-to-end process, encompassing everything from the competency of the person carrying out a task, through to properly closing out the last remedial. If you can’t manage and control this competently and end-to-end, you aren’t doing the job correctly and you are letting down both yourself and your client.

In an ideal world, we will take on a contract on day one, with a full asset list. That’s not always the way it is in real life, so if we don’t know every asset, then we set out to understand at least what types of assets we have at a site, and taking a risk-based approach, create a plan to address that through remedials.

Sadly, remedials is an area that is also poorly executed in so many instances. Not knowing about an issue is not a great place for an FM to be in, but knowing and doing nothing about it, is even worse. Identifying a non-compliance issue and sending an email to get it fixed, is NOT closing off the remedial. There is no 60-day window to sort something out, obtaining a bit of paper is not the same as compliance, and if a problem is the landlord’s responsibility, it does not negate your responsibility to ensure it is resolved, and to chase it down until it is.

At Q3, we have invested in clever CAFM software from Facilio with proper systems underpinning it, to ensure end-to-end responsibility and use a RAG categorisation for classifying the status of all compliance issues. It makes the whole process run much more smoothly but it doesn’t take away the Compliance Manager’s responsibility for getting it right. Our teams understand the importance of compliance and are trained to make sure they DO get it right. Our clients too, because we often take them on this compliance journey, walking them through the process of reporting compliance truthfully and in a meaningful way which can be understood by all the directors.

To acknowledge its importance, compliance must have a presence at the top table, like at Q3, where compliance statistics for all our clients’ contracts are reported and reviewed each month, at board meetings. It occurred to me that one day that you could draw comparisons between compliance in FM and Infection Control in the NHS. There may be some amazing, exciting and ground-breaking developments happening around surgical techniques and treatments for previously incurable conditions, but if you don’t get the basics of infection control right in a clinical setting, they are all irrelevant, if the patient get sepsis!

I think you’ll get from my feelings on compliance, that I have a passion for this Cinderella FM subject! It needs to be a much bigger part of the agenda on the future of workplaces amongst the movers and shakers in the FM community. It should be rubbing shoulders in the pages of the FM press with topical FM subjects like wellbeing, technology, hybrid working and all that other stuff passing as insight.

And with the FM awards season fast approaching, have you noticed that there are never any categories for compliance? I’m not saying I would win, (but I totally would), if they were to introduce a Compliance Manager or the year award!

Let’s hope this short article will start a new debate on a key subject.

Reproduced from an article originally published in PfM magazine, September 2024

Our thanks to Salesforce for use of areas of Salesforce Tower for the location photos

Blog – Pride month

Posted on by Ian Adams

In Pride month, Paul Courtney, Q3’s HR advisor, give a personal perspective on what being part of the LGBTQ+ family means to him.

Paul Courtney - HR Advisor

Well, I didn’t see that coming…Being asked to write a blog about Pride month!

Whilst I am a PROUD member of the LGBTQ+ family, I tend to celebrate Pride in my own way. However, this year has made me think about what is important to me, especially with global conflicts in general, my position within Q3 (am I being the best advocate for our diverse workforce?) and to a certain extent, am I playing a role model to my nephews and nieces. They are now coming to an age where they are wondering why Uncle Paul doesn’t have a girlfriend or wife! This has made me reflect, and from this reflection, I feel I need to be out there more and challenge my comfort zone.

So, why it is important to celebrate Pride? Well, nearly 60 years ago, on the 28th of June 1969, a little bar called the Stonewall Inn in the Greenwich village of New York was raided by the New York Police Department. Thankfully, there were no fatalities nor serious injuries, but it was the first moment when people of this group stood up for themselves and fought against discrimination and oppression, not only for their rights and dignity but for ours in the modern world!

This is reason Pride month sits in the month of June every year!

Whilst this attack happened in New York all those years ago, the United Kingdom has seen subsequent attacks on the LGBTQ+ family. The most famous being in London 1999, where the LGBTQ+ family were attacked by someone setting off a nail bomb in the Admiral Duncan pub in Soho; and more recently in 2023, when two guys were attacked with a knife outside a gay bar!

Pride month enables many people to reflect and learn about how others have fought over the years and has paved the way for many to live more authentically.

More recently in April 2024, I went into Manchester with the ‘Grandads’ (that’s what we call them) from my friendship group, to celebrate their anniversary!

Over the years, I have heard many ‘Grandad’ stories, but this trip to Manchester allowed those stories to flow naturally, and it made me realise and appreciate, just how much they had endured as individuals and as a couple over the 45 years’ they had shared together. One of the Granddads even brought with him the receipt detailing the items they enjoyed on their first date at a Chinese restaurant! Whilst this was lovely, I heard stories, of how in the late 70’s they had bricks thrown through their window, their businesses being attacked, living through the HIV/AIDS decades, and more hurting, their families’ lack of acceptance. Love always wins! They did in the end!

Hearing their stories made me step back and this reflect and made me want to write this blog to explain why Pride month is as relevant in 2024 as it was then!

Did you know?

  • Loving someone of the same sex is still illegal in 67 countries!
  • LGBTQ+ youths are 8.4 time likely to attempt suicide than other LGBTQ+ youths whose parents has accepted them and their identity.
  • 29% of LGBTQ+ youth that are homeless are victims of human trafficking.
  • Almost one in five LGBTQ+ staff (18%) have been the target of negative comments or conduct from work colleagues because they’re LGBTQ+.
  • Two-thirds (64%) of LGBTQ+ people had experienced anti-LGBTQ+ violence or abuse.

I am sure you will agree that these facts are shocking, and it is a stark reminder that whilst I feel the UK is leading the way in creating an inclusive space for individuals to live authentically at home and at work, there is still a great amount of work that needs to be done.

At the start of this blog, I wrote that I would be stepping out of my comfort zone by attending more events this year, to raise awareness and support those that may be finding it hard to live how they want to live; and as such, I attended two events this weekend alone!

My first event was a Pride event. This was not the Pride events we all know about, such as, Manchester, London, or Brighton, but it was a local community event! The event didn’t have council backing (although they did close a few roads) or big brands sponsoring it. It was exactly what it said on the posters, with local businesses and residents all working together to put on a wonderful family day.

The whole event was filled with people that came from a range of ages, religions, faith, sexual orientations, that were there for one thing – to celebrate each other’s uniqueness, through demonstrating acceptance, valuing the diversity and LOVE.

The day soon passed quickly, with a range of activities and events, including the parade, face painting, dressing up, live singers and entertainers (Drag Queens and Kings!), food from around the world, and LOVE for each other.

The second event of the weekend was the creation of a podcast. The event was hosted by an old Gaydio Radio Presenter, Emma Goswell, and entitled ‘Coming Out Stories. It only took an hour to create this podcast, however, as with all events, sometimes you just don’t want it to stop!

In the podcast, Emma introduced a gentleman called Patrick, who moved to the UK from Barbados following abuse from people in his homeland. Surprisingly, he had a wonderful and supportive family, but as a family they also accepted that he needed to move away due to the harassment and persecution because of how he identified!

Following the podcast recording, Emma introduced her book that she had co-written called ‘Coming Out Stories.’ The booked is compilation through discussions/podcasts that Emma has conducted over the years as a LGBTQ+ advocate, radio presenter and journalist. The stories are not only from the UK, but from across the globe. What made this book so interesting, was that it was not just from the perspective of the person who was coming out, but also explores stories from others’ viewpoints, including parents, grandparents, work colleagues and bosses, and Church officials.

Listening to the stories from both sides, I found myself being emotional, because it took me back to my own coming-out experience, which I feared. Whilst mine was an OK-ish experience, that feeling of dread and fear of telling your parents came flooding back to me. From the stories I was hearing, it reminded me again why Pride is still just as important as in the past!

I would encourage anyone to download it onto their kindle or buy the book. You may know someone that may be struggling to tell you something, or not too sure how to handle a situation when someone is opening up to you. Whilst the book is certainly not a ‘How-to’ book, through reading it, it is hoped that you can help to support this person, so that they don’t become a statistic like those written about above! It is all about listening!

Learn more about Pride

Whilst June is classed as Pride month, it is worth remembering that Pride is just the ‘umbrella’ of the community. Throughout every year other events takes place to support those individuals from this community:

March – Bisexual Health Awareness Month
31st March – International Transgender Day of visibility
26th April – Lesbian Visibility Day
17th May – International Day Against Homophobia, Transphobia, and Biphobia
24th May – Pansexual and Panromantic Visibility Day
14th July – International Non-Binary People’s Day
23rd September – Celebrate Bisexual Day
1st December – World Aid Day

You will find throughout through the next couple of months many Pride events will be taking place up and down the country. My advice to you, not that you have taken the time to read this blog, is to go and have fun, these events are all about inclusivity and love for each other!

Many people, regardless of their sexual orientation, beliefs or religion will attend a Pride event, and if you haven’t, that’s okay… but maybe try one?

By attending a Pride event you become an ally of the LGBTQ+ movement, and that helps individuals in more way than you can ever imagine. Many people who are not part of the community walk away from the event with a better understanding of Pride. Here are some examples of what I mean:

  • Becoming an ally can help your family, friends, and colleagues within their personal and professional lives, as you can support them in challenging homophobic or transphobic behaviour.
  • Many events are attended by some great acts, however, look past the celebrities, and find community stalls, this will enable you to educate yourself in a range of LGBTQ+ matters enabling you to champion equality and diversity in all matters of life. Many of these stalls are community based, allowing you to learn about how different cultures are supporting the LGBTQ+ movement.
  • Attending Pride helps you to learn about the history of the LGBTQ+ movement.
  • It is a family event, especially the parade, so go along and watch it! Its FREE! What child or adult doesn’t love a bit of glitter and face paint!

During Pride events, you may find many businesses start to promote and advertise, to capitalise on the celebrations! This is called ‘Rainbow Washing’ which is the act of a business that promoting itself as a supporter of the LGBTQ+ community, by adding rainbows to their logos, selling items that ‘appear’ to support the community. Sadly, they have not demonstrated or conducted any substantive work to raising their standards for their own LGBTQ+ employees or helped events or charities to promote the causes in supporting this community. I would encourage you to research these companies – check out their inclusivity policies (what do they do for their own LGBTQ+ employees) or what attitudes they have demonstrated towards the community, before you spend your hard-earned money in celebrating this event.

If you are not able to attend a Pride event, why not sit back and relax with a good film or TV series:

Films:

  • Moonlight
  • Milk
  • Paris is Burning
  • Pride
  • God’s own Country
  • Holding the Man – my personal favourite – Make sure you have !

TV Programmes:

  • Pose
  • Schitts Creek
  • It’s a Sin
  • Killing Eve

As with all communities there may be many individuals who may rely on the good work and support of charities, and the LGTBQ+ community is no different. All charities need a lot of financial and practical support, and whilst financial support is always welcome, many charities struggle with volunteers dedicating their time to help raise funds or spreading the message of support that is out there!

Here are some non-profit organisations that you may wish to research or help support in your own way:

Terrence Higgins Trust – Home | Terrence Higgins Trust (tht.org.uk)

MindOut – MindOut | Mental Health Charity for LGBTQ community

Whilst the above are national charities, you may decide you may wish to find local charities to you to support. Here are a few:

The Out House – TheOutHouse

Mosaic LGBY+ Young Person’s Trust – Mosaic LGBT+ Young Persons’ Trust (mosaictrust.org.uk)

Switchboard – Brighton & Hove LGBT Switchboard

Q3 and Pride

You must be wondering what is Q3 Services doing to support our LGBTQ+ family?

At Q3 Services, we believe that we are showing our support for our LGBTQ+ employees, through:

  • Constantly reviewing our policies to ensure everyone is included and treated fairly within all elements of their employee journey.
  • Welcoming employees to play an active role in their career by offering opportunities to progress within the business.
  • Providing free training through our learning platform iAMLearning.
  • Incorporating natural language enabling employees to cite (he/she/they) how they wish to be addressed.
  • Working with clients that support and share our own values and beliefs.

As we continue to grow, Q3 recognises that we could do more, and we would love to hear from you about how we can continue to evolve and support our fantastic and diverse workforce.

So, now we come to the part of my blog which is about my journey with Q3 Services, some 2 years into my role.

During my application and interview stage, I found the experience to be extremely easy with no intrusive questions and conducted professionally to really enable me to be genuine within my application and interview.

The interview was performed over Teams which meant I naturally had my camera on. Behind me is a print of myself (I know how diva-ish!) and printed in the top right-hand corner is a Rainbow flag. I was not scared to show who I was with my interviewer, Lucy Hayes (HR Director), In fact, the conversation was about who was on the print, not the rainbow flag! (Apparently, I looked like Sting!)

During the onboarding programme, I was introduced to a range of Directors, Operations Managers, Contracts Managers, and various employees. In many new situations, questions would naturally be asked about someone’s personal life, whether it is life in general, hobbies and of course sport; and for many people they will pause and ask themselves, “How am I going to navigate this question?” As always, I would always be my authentic self, and despite me only being 3-4 weeks into my induction (as I started in July 2022), when asked, I would simply respond with, ‘Oh, it was Brighton Pride’ or, ‘this weekend it’s Manchester Pride.’ This was because from the people that I had met in such a short space of time during my induction, I felt that Q3 Services’ outlook and attitude was that the business and leaders drove an inclusive culture to all their employees, which further enabled me to be open and express myself in the way that was me!

Within my day-to-day tasks, I would naturally attend meetings where I am respected to give my opinion or advice on the topic. I genuinely contribute this opinion because of the ability of Q3’s senior leaders to promote a positive culture that respects everyone’s individuality, whilst building the confidence of all employees. Through attending these meeting, I felt confident that this is genuine, as I was never rushed into answering, or brushed over, as they may feel my response was not relevant.

I have been trusted and supported in introducing various programmes, such as the apprenticeship programme, to help all employees to reach their career aspirations and develop themselves. Also, our mandatory training platform which was implemented to ensure all employees could understand and learn about the topics easily and freely.

Whilst I am writing this blog as a gay man and through Pride month, many may say ,“It is easy for me to support this community!” In fact, this is where my role starts because, yes, I can write about the LGBTQ+ community and support it more easily. However, I am a strong believer that through the promotion of this and other topics throughout the year, Q3 Services and I can ensure that no employee of Q3 is harassed or bullied because of how they identify, for example, through gender, sexual orientation, race, religion, disability, or sex.

I am extremely passionate and a strong believer that Q3 and I share a common goal – to enhance the employment experience, help individuals to thrive in their current role, and guide people in their career aspirations by offering new opportunities. More importantly, we will help everyone to live as the most authentic person they can, through challenging and stamping out any unprofessional, discriminative, and non-inclusive behaviour!