Case Study: Precision Facilities Management – Westminster Chapel

Westminster Chapel is such a majestic structure that it has been granted the status of a Grade II Listed building; moreover, it is a place where such a history takes place that the common everyday activities add up to a great deal of such history.

The team running the Chapel began to notice that most of their time was spent just keeping the building up and running. They had a hard time managing the different contractors, constantly chasing up small repairs, using up time and energy on sudden issues, and trying to schedule maintenance for a building that was always lively. Consequently, they had to divert their attention from their actual area of interest, which was the work of their charity and the people that they serve.

That was the time when they thought about a new approach, and Precision FM came in.

The Problem

The issue was not that the Chapel team didn’t have the necessary skills, but rather that their workload was excessively thinly spread. Managing a heritage building is a complex matter already, but this one has a large variety of users in addition — church groups, events, community activities, visitors, and daily staff. So, a basic facilities management package would never work. What they needed was someone to comprehend the building’s idiosyncrasies, to appreciate its past, and yet to keep it practical and safe for all those who come in through the doors.
Moreover, their former technique was dependent on several contractors. This will result in more invoices, more calls, more people to manage, and more opportunities for things to get lost in the process. It was not an efficient system, and it was definitely not a cheap one.

How Precision FM Approached It

Instead of coming with a pre-determined list of services, we made our presence felt in the building and engaged in conversations with the staff, watching how the building was used during the different days of the week. By observing people’s movement in a space, you can get great insights, and if the space is like Westminster Chapel, it is a must. There are places that can be touched and places that are absolutely out of bounds. There are moments when the building is crowded and lively, and there are moments when it is almost silent.
Once we got the whole picture, we drafted a personalised plan — not a one-size-fits-all package but something specially built for the Chapel. The intention was to relieve the staff and trustees from the burden of constant maintenance issues and the coordination of contractors. Besides, we created a single, all-day, everyday helpdesk line for them so that they could receive answers or raise issues without having to go around looking for different providers.

The Results

From the Chapel’s viewpoint, the most significant change was having more time and mental space. They were no longer required to manage the building; instead, they could go back to concentrating on their charitable work. Moreover, the building itself is better maintained; it is being managed in a way that accords with its heritage and yet keeps it fully functional for daily use.
Now, one communication route is used for everything, and that results in fewer delays, fewer misunderstandings, and no need for the trustees to chase different companies. All facilities management is directly with the Precision team, allowing for a cleaner and much easier process for all parties involved.

The Results

From the Chapel’s viewpoint, the most significant change was having more time and mental space. They were no longer required to manage the building; instead, they could go back to concentrating on their charitable work. Moreover, the building itself is better maintained; it is being managed in a way that accords with its heritage and yet keeps it fully functional for daily use.

Now, one communication route is used for everything, and that results in fewer delays, fewer misunderstandings, and no need for the trustees to chase different companies. All facilities management is directly with the Precision team, allowing for a cleaner and much easier process for all parties involved.