Santander banks on Norland’s performance-based partnering

Norland, one of the UK’s leading and fastest-growing facilities management companies, is working with Santander UK to deliver significant improvements in the way that the bank’s facilities are managed and maintained. Santander has appointed Norland to provide an integrated FM solution comprising engineering, cleaning, security equipment, fabric maintenance, pest control, landscaping and compliance across a portfolio of twenty-four UK corporate offices.

 Norland were appointed following a tender process which highlighted their innovative Performance-Based Partnering (PBP)™ model – a unique approach combining self-delivered technical services and FM with best-in-class soft services as part of an integrated one team solution. PBP is underpinned by Norland’s unique combined services management information platform it calls its Performance Portal™.

 Santander UK is one of the UK’s leading personal financial services companies and one of the largest providers of mortgages and savings in the UK. The Santander Global Facilities team liked the modular, characteristics of Norland’s PBP business model and the flexibility it provides for business with such a changing economic landscape. 

Dave Lovett, National Offices FM Manager for Santander Global Facilities said: “After a rigorous and extensive procurement process to find a supplier who understands what's important to Santander Global Facilities I am delighted we have chosen Norland Managed Services to join us in launching an exciting new facilities management contract. Along with their preferred supply partners we believe Norland will bring a fresh and innovative approach to operating our premises in an efficient and cost-effective way.”

Norland developed PBP for those clients who want the financial reward, reduced risk and operational benefit of working as a unified team, but who don’t want to tolerate the sub optimal performance of individual service lines.

Clients get peace of mind as a result of Norland’s proven leadership in mechanical and electrical maintenance which it self-delivers as well as genuine innovation and visibility across all services. Clients benefit from Norland’s set of collaborative partners which have been carefully selected based on their expertise in delivering their specific service lines.

Paul Saville-King, Managing Director of Norland’s Managed Service division said: ”Our Performance Based Partnering business model is focused on selecting the best and most appropriate combination of Norland self-delivery, supply partner services and technical solutions. Performance Based Partnering is a flexible approach which can be tailored differently for each deployment. It will improve standards, provide clear accountability for service delivery, reduce operational risk and enhance value for money over the lifetime of the contract”.

 Norland will be providing a suite of other services to Santander. These include:-

  • Business systems which include a bespoke web-based performance portal
  • Onsite help desk in core business hours and out of hours national helpdesk facility
  • Reception services
  • Pest control
  • Reactive repairs and emergency service as well as planned preventative maintenance
  • Fire services
  • Environmental consultancy and carbon footprint reduction