Integrated Facility Management
Single-point accountability across every operational discipline.
An enterprise approach to integrated facility management.
Integrated Facility Management is Crown's flagship offering. It collapses the traditional patchwork of cleaning, security, engineering, help-desk and workplace contracts into a single, accountable operating partnership — governed by one SLA framework, one technology stack and one commercial model.
Our IFM mandates are deployed across single Grade-A assets above 100,000 sqft and across multi-country portfolios exceeding 10 million sqft. In every case the operating model is identical: a Crown account director owns total performance, supported by regional engineering, soft-service and workplace leads who deliver against an agreed scorecard.
Most clients move to IFM after years of managing multiple vendors directly. The transition releases internal asset-management capacity, removes the administrative load of dozens of small contracts, and replaces opaque sub-vendor performance with consolidated, investor-grade reporting.
Crown's Integrated Facility Management (IFM) mandate bundles hard services, soft services, engineering and workplace operations under one accountable contract. Clients gain a single point of governance, a unified technology stack and consolidated commercial terms — replacing the fragmentation of multi-vendor environments with consistent, auditable performance.
Fragmented service delivery is the single largest source of avoidable operating cost and operational risk in institutional real estate. Multiple vendors mean duplicated overhead, inconsistent reporting, gaps in accountability when systems fail and an absence of portfolio-level data. IFM eliminates all of these by design.
Crown's IFM model is built around three principles: one accountable leader per asset, group-standard operating procedures applied identically in every market, and absolute transparency on cost and performance. We act as the owner's operations director on the ground — not a sub-contracted vendor managing a margin.
Everything we cover.
Hard Services
MEP, HVAC, fire & life safety, BMS, vertical transport, generators, UPS, building fabric, civil works and façade.
Soft Services
Cleaning, security, front-of-house, landscaping, pest control, waste management and washroom services.
Workplace Services
Help desk, mail room, meeting-room management, AV, occupier on-boarding and concierge.
Operations Management
Help desk, dispatch, vendor coordination, permits-to-work, compliance and incident management.
Capital Works
Small works, project management, fit-out coordination and capex programme oversight.
Strategic Advisory
Asset planning, ESG roadmap, technology programme and operating-model design.
Why clients retain Crown.
Single Accountability
One operating partner, one SLA framework, one set of KPIs across every site and service line.
Consolidated Commercials
Reduced administrative overhead and procurement leverage delivered back to the asset.
Unified Reporting
Real-time operational and financial dashboards across the entire portfolio.
Operational Consistency
Group standards applied identically in every market we operate in.
A defined operating method.
- 01
Discovery & Audit
Site surveys, vendor mapping and baseline benchmarking against group standards.
- 02
Transition
TUPE-compliant mobilisation, technology rollout and policy deployment.
- 03
Steady-state Operations
24/7 service delivery, governance cadence and continuous improvement loops.
- 04
Strategic Review
Quarterly business reviews aligned to investor and stakeholder reporting cycles.
Tools we deploy.
- ▸Enterprise CMMS for work-order, asset and PPM management
- ▸BMS integration for live plant-room telemetry
- ▸IoT sensors for occupancy, temperature, humidity and air quality
- ▸Power, water and gas sub-metering at AHU and tenant level
- ▸Mobile engineer workforce app with photographic evidence capture
- ▸Owner-facing analytics dashboard with drill-down to asset level
What you receive.
- ▸Monthly operational report covering SLA, KPI and compliance status
- ▸Quarterly business review with the owner's asset management team
- ▸Annual asset condition and lifecycle plan refresh
- ▸Statutory inspection register, audit-ready at all times
- ▸Incident, near-miss and HSE statistics with root-cause analysis
- ▸ESG and energy performance dashboards aligned to GRESB/CRREM
Measured, every month.
Critical SLA Performance
Response and resolution times on critical assets, target ≥ 98%.
Statutory Compliance
100% of statutory inspections completed and evidenced within window.
Occupier Satisfaction
Quarterly survey across tenants and end-users, target ≥ 4.5/5.
Energy Intensity (kWh/m²)
Year-on-year reduction tracked against CRREM glide path.
First-time Fix
Percentage of reactive jobs resolved on first visit, target ≥ 85%.
HSE Performance
Zero RIDDOR-reportable incidents; LTIFR tracked monthly.
Where we apply this service.
Often delivered together.
Property Management
→Lifecycle stewardship of institutional real estate assets.
Technical Maintenance
→Planned, preventive and predictive maintenance for critical systems.
Energy & Sustainability
→Operational decarbonisation, measured and reported.
Asset Management Support
→Operational data turned into investment-grade insight.
From single Grade-A assets above 100,000 sqft to multi-country portfolios exceeding 10 million sqft. Our mobilisation methodology scales accordingly.
Yes. Crown frequently retains best-in-class incumbents under a managing-agent model, applying our governance, technology and reporting layer above them.
Most IFM engagements run on a transparent open-book or guaranteed-maximum-price model, with performance-linked elements tied to KPIs agreed at mobilisation.
Typical mobilisation for a single Grade-A asset is 60–90 days. Multi-country portfolios are sequenced over 4–9 months with a defined market-by-market schedule.
Every site has documented business-continuity, emergency-response and incident-management plans, tested annually. Regional engineering pools provide redundancy across all critical disciplines.