Grosvenor Estate
– Hard & Soft FM Services
Client: Grosvenor
Contract Type: Framework Agreement
Contract Value: £12 million per annum
Service Duration: 1999 – Present
Overview
Ethos Facilities has proudly delivered Hard and Soft FM services to Grosvenor’s iconic London estate for over 25 years. Operating under a long-standing framework agreement, we provide end-to-end FM solutions across a diverse portfolio of heritage, commercial, and residential properties.
Scope of services.
- Planned Preventative Maintenance (PPM): Covering electrical, gas, plumbing, drainage, roofing & building fabric
- Reactive Maintenance: Estate-wide fault resolution with 24/7 emergency response
- Helpdesk Operations: Managing over 2,000 work orders per month via a dedicated service desk
- Statutory Compliance: Electrical testing and certification in line with BS 7671
- Energy & Carbon Management: Data-driven monitoring, reporting, and reduction strategies
Key achievements.
- 89% First-Time Fix Rate: Across all service streams
- 28% Reduction in Reactive Calls: Through strategic PPM improvements
- 100% Compliance: Maintained across statutory requirements
- 98% KPI Performance: Consistently meeting SLAs for planned and reactive tasks
- 1.5 Million kWh Saved Annually: Via energy optimisation and smart intervention tools
- Workforce Development: Six apprentices employed, four now fully qualified engineers
Challenges & solutions.
- Complex Portfolio Needs: We self-deliver over 85% of services, ensuring full control, agility, and quality without subcontractor dependency
- High Reactive Demand: Introduced predictive scheduling via JobLogic CAFM, reducing strain and improving responsiveness
- Asset Lifecycle Planning: Developed in-depth lifecycle strategies to target capital reinvestment and pre-emptive asset replacement
- Energy Efficiency: Deployed submetering and platforms such as Demand Logic and Centrica to identify savings opportunities, delivering major year-on-year reductions
Governance & reporting.
- Monthly KPI Reporting: Detailing compliance, performance, and spend
- Live CAFM Dashboard: Real-time access to job statuses and performance metrics
- Quarterly Reviews: Formal reporting and continuous improvement against SLAs
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Learn More
Explore our recent projects and
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From FM delivery in residential estates to sustainable transformations, our work speaks for itself.
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