The value of a people-first approach in facilities management

Some valuable thoughts on the value of people from Lynne English, Operations Director at Q3

FM has traditionally focused on buildings, assets and systems. The people who use and occupy those spaces were often regarded merely as another link in the chain of responsibilities being serviced.

Over the years, FM has gone through numerous rebrands, refocusing efforts, and even periods of identity crisis in an attempt to attract talent and redefine its purpose. Yet, even today, these challenges continue to be debated on conference stages and across industry forums.

At Q3, we saw a clear picture of an industry that had, in many ways, lost its way. One that had overlooked the part of the work that matters most and those who feel the greatest impact when standards slip: people. The people who use the offices we keep running smoothly; the people who receive care or education in the facilities we strive to maintain flawlessly; and the people who call somewhere home, trusting that their environment simply works.

That realisation shaped how we built our business and defined our values. People are at the heart of everything we do at Q3.

A people-first approach

FM is about making sure the environment works for people – lights on, air clean, systems reliable. When that happens, everything else follows. Well-run environments build morale, productivity and a sense of purpose for everyone within them.

FMs play a subtle but crucial role in achieving this. Conditions such as optimal temperature, humidity and hygiene set the tone for positive experiences throughout a workplace. At Q3, we design our services to deliver this human value every day, helping clients ensure their spaces work for the people who occupy them.

Putting people first also strengthens talent acquisition and retention. Employees increasingly want more than just a job; they seek workplaces aligned with their values and purpose. By introducing agile systems that adapt to occupancy levels and reduce environmental impact, Q3 helps clients create spaces that are both sustainable and appealing to today’s workforce.

We’ve seen that smooth and reliable systems also enhance an organisation’s reputation. Preventative maintenance and proactive management keep buildings running efficiently, control costs and ensure satisfaction for both occupants and owners.

Investing in people

Recruitment and retention have long been challenges for FM. With an industry-wide average age of 49, attracting the next generation of talent has never been more important. We believe the solution starts from within. By expanding apprenticeship programmes and enhancing existing training schemes with more upskilling opportunities, we build competence and loyalty from an early stage, making internal progression more achievable. You can learn more about our ongoing work with the next generation of FM professionals here.

Supporting the development of established employees is equally important. Encouraging staff to pursue external learning, whether through short webinars or full university courses, promotes lifelong growth and ensures our teams remain equipped to deliver the high-quality environments our clients expect. Investing in our people in this way creates the conditions for exceptional performance and truly people-focused facilities management. We support our staff pursuing apprenticeships that are not traditional trades-type apprenticeships. We view this as an investment in both our people and our organisation, creating new career opportunities, sometimes in a completely different discipline. It’s about tapping into the best potential for the individual. Fabio Goncalves, one of our contract managers, is an excellent example of someone who has climbed the professional ranks of the industry. Fabio started his career as a student, and through mentorship and growth has achieved excellent results. He was even a Young Leader Award finalist. Allowing our people to grow and develop is key to our values as a business.

From services to people

The importance of putting people first in FM cannot be overstated. It aligns the industry with the human value clients are seeking from their built environments while enabling us to build skilled and dedicated workforces for the future.

The future of FM lies in shifting from a services mindset to a people mindset. Where we once operated quietly in the background, we now have the potential to step forward and realise a deeper purpose for our work, one centred on the individuals we serve and employ.

FM’s future belongs to those who see people as the system’s most important asset. That’s where Q3 has always chosen to start.