In recent times, as property developments have advanced to the point where modern facilities are installed in some buildings, the maintenance of these facilities has become more challenging than it was previously. Facility Managers are now expected to fulfil their responsibilities by utilising various management tools to ensure that the workplace continues to enjoy the conduciveness and serenity necessary for effective performance. The primary function of the Facility Manager is to plan, establish and maintain a work environment that effectively supports the goals and objectives of the organisation”
Facility Management is the process of coordinating the physical workplace with the people and the work of an organisation. It also refers to the process by which an organisation delivers and sustains support services in a quality environment to meet strategic needs”. In practice, facilities management encompasses a wide range of services, including real estate management, financial management, change management, human resources management, health and safety, and contract management. In addition to building maintenance, domestic services (such as cleaning and security) and utility supplies have also been seen to entail the coordination, control, and management of the support services necessary to maintain business operations and allow them to achieve their corporate goals.
Facilities management creates an environment that is conducive to carrying out the organisation’s primary operations, taking an integrated view of the services infrastructure, and using this to deliver customer satisfaction and value for money through support for the enhancement of the core business. It therefore entails a whole gamut of objectives, which in turn prompt responses such as Planning, Organisation, Business Management,
Commercial Management, Property Management, Space Management, and Technical Management.
Objectives Of Facilities Management
The main objectives of facilities management are as follows;
Provision of safety and comfort to occupants and other users;
Maintenance and aesthetics;
Prolong the life of the building’s fabrics and equipment;
Ensure an orderly working environment with little disturbance.
Reduction in the number of contacts with equipment and services;
Major Issues In Facilities Management Practice
The major issues/challenges encountered in the facilities management practice are presented hereunder.
Service Charge Administration
Service Charges are payments made by all occupiers/tenants in addition to rent for the provision and/or management of the facilities and/or services provided in the properties. It covers, but is not limited to, the following;
Security –
Cleaning
Maintenance of lifts
Maintenance of generators
Payment of electricity for common areas
Maintenance of the borehole
Gardening
Maintenance of common facilities
Service charge, however, comes with its own problems, especially in an era in Nigeria where the cost of materials and services is not static, which makes it difficult to project an accurate amount as a service charge deposit.
Maintenance And Payment Of Energy:
Energy management has proven to be the most challenging aspect of service charge administration. This is due to the obviously unstable price of diesel in the country since 2022. The massive hike and unstable prices have made energy alone account for over 70% of the service charge on properties, leaving the remaining percentage barely enough to sustain other services provided.
The epileptic nature of the country’s power supply is undoubtedly the primary agent responsible for this, in addition to the fact that most, if not all, services require constant power to operate.
Building Management:
Many organisations do not properly conceive their ideas and organise their thoughts before embarking on the development of facilities. Unfortunately, the facilities manager is not usually appointed or selected to come in at the appropriate time when the idea for the entire facilities is being conceived. This often leads to uncoordinated developments and management. This makes it difficult to implement adequate facilities management practice thereafter. The idea of a commercial property is that it should not only be beautiful and functional, but also easy to maintain.
The problem in property management begins as early as the planning and design stages. Studies have shown that more than 34% of the high-rise buildings studied experienced one or two management problems due to poor planning and design. The task of a property manager tends to be sidelined during the majority of the planning stage; as a result, property developers give the physical aspect or aesthetic outlook of the buildings the top priority to promote rent or sales. The role of building management, however, is only taken into consideration after the construction is completed and the Certificate of Fitness has been issued. The primary focus of the design is on the commercial aspect without considering the local climate, social, and spiritual needs of the residents. This approach added more problems to the management of high-rise commercial buildings.
Supervision And Renovation Of Occupied Properties:
Older Properties often need to undergo renovation to increase the “Value of the Property” and to upgrade the Property in general. This could be something simple, such as replacing rotten timbers or performing electrical or plumbing work, but it can also involve renovating a Property. At the same time, there are tenants in the building who can be tricky on that ground. The facility managers must be involved in facilitating the renovation process of such Property promptly.
Multiple Taxation On Commercial Properties:
One of the challenges facing commercial Properties located within the Abuja Municipal Area Council is Multiple Taxes, including operational permits, signposts/billboards, tenement rates, Waste Management/sanitary inspections, continuous habitation, Television and radio bills, etc. The bills continue to accumulate, leaving one unsure when another bill will be passed or when the government will suddenly introduce new policies. These taxes divert focus from what the service charge should be used for, thereby directing funds meant for repairs to the payment of bills.
F. Improper Or Wrong Usage Of Provided Facilities:
The mentality of some tenants and other users alike is poor when it comes to proper handling of rented Property. The notion that it belongs to the landlord has led to neglect of appropriate care for the beautiful building and facilities provided for tenants’ and visitors’ use.
PROFESSIONAL APPROACH FOR EFFECTIVE PERFORMANCE
The approaches used in addressing the challenges in the facility management practice, especially for commercial properties in FCT, are highlighted below;
Due Diligence In Tenants Selection Process:
Before any tenant is admitted into the facility, they undergo a rigorous selection process. This process aims to verify the suitability of the tenant for the Property, ensuring that the tenant’s reasons for renting align with the owner’s original plan for the facility. Ensuring that the prospective tenant can abide by the Property’s terms and conditions is paramount.
Right next to that is also the tenant’s ability to afford rent and service charge payments as when due, along with other charges that may arise during the tenancy. Income and business stability are among the criteria used to assess a prospect’s ability to pay rent. References are also obtained to ascertain the worthiness of such organisations to pay rent. To further strengthen the concerns, guarantors are also needed to secure the owner’s investment.
Compatibility Of User(S) To The Property:
The requirements of the user or prospective tenant should be taken into consideration. The user’s requirement can be ascertained through the application form completed by the tenant and through the tenant’s qualifications. There is no point in selecting a tenant who demands more facilities than those provided in the Property. The problem of physical damage to the Property must be given proper consideration, particularly when the prospective tenant intends to use the Property for an incompatible purpose.
For commercial Properties, excessive security needs, extra electrical or air conditioning requirements, and the need for extended hours of operation should be given proper consideration, as they may lead to an increase in operational expenses. If a prospective tenant must work 24 hours a day, including weekends, this could require a building to operate all its systems beyond regular business hours, which would incur extra cost implications.
Compatibility of use with adjoining properties is also essential in tenant selection. Tenant operations should not constitute a nuisance to the adjoining owners, and the need for a quiet environment free from noise pollution may restrain the property manager from selecting a prospective tenant who has noisy appliances.
Regular Communications:
Regular communication must exist between management and occupants, especially regarding rent reminders and renewal notices. Notice boards must be placed on all floors to place general notices to all tenants. This is used to pass out information. Mail chips and bulk SMS can also be used to communicate regularly and ensure that every tenant is well-informed.
Proper Planning And Comprehensive Budgeting:
For the proper administration of service charges, adequate planning and provision for contingencies are necessary. Regular evaluation of the cost of providing services and the maintenance cost of facilities should be taken into consideration. Tenants should be well-informed about the services they are paying for, and any concerns they have should be promptly addressed.
Drawing Up Of Maintenance Programmes:
The maintenance programme must cover all aspects of maintenance activities related to a Property. The programme must include:
a) Preventive Maintenance – This involves regular inspection to detect potential failure and defects occurring, and taking prompt action to remedy the failure and defect before they lead to functional breakdown in their operation.
b) Corrective Maintenance- This involves work to restore a facility to an acceptable standard in case a facility has fallen short of the current standard or rendered obsolete by changes in taste and fashion.
c) Custodial Maintenance- These are routine cores to achieve cleanliness and order. This aspect of maintenance requires daily activities, including cleaning the Property of waste and litter, and servicing of equipment.
d) Emergency Maintenance- This is usually emanating from unforeseen breakdown or damage due to structural failure or external factors. Due to the nature of such maintenance work, it is referred to as unplanned maintenance.
vi. Establishment Of Schedules Of Maintenance:
Apart from notice of defects that may be brought to the attention of the managers by the occupiers and/or tenants, facility managers must establish regular inspection schedules. Preparation of inspection schedules involves listing the building elements and facilities, determining the intervals at which they are to be inspected, and specifying the date of the next inspection.
vii. Digitalisation of Operations
Effective facility management practice model must be in place with up to date automated system that analyses works and operations on daily basis. A functional facility management information system with software that can provide one-stop solution to various challenges must be in place in every FM office. By automating administrative and operational tasks, FMIS enables managers to make data-driven decisions, analyse difficult tasks, improve productivity and enhance overall performance of facilities.
Facility Management is a specialty that is participant conscious. It aims at ensuring functional and conducive environment for residence and work. It goes a long way in guaranteeing the realisation of buildings which can stand not only the test of time, but equally withstand the rigours of time and accomplishes the purpose of which they were erected. The act of facility management is with a view to ensure that faclities remain in a state neccessary to keep providing the requisite services, whether specialised or usual. Thus, the various activities involve the integration of people, place, process and technology. It has also been canvassed that it is essentially about the provision of a total functional environment, including buildings, office environment and services of the highest acceptable standards at value for money prices that will enable an organisation to optimise its core skills base and, through that, profitable production of its core product.
The practice, thus, involves the major management activities ranging from planning, forecasting, scheduling, coordinating, controlling, directing and motivating. It is about maintenance management, which has other components such as contracting, risk management, cost and quality control, inventory and stocking, budgeting, etc., that demand the skills of efficient business and financial management. In essence, an effective facility manager requires a range of skills in the above areas to succeed.
Modern buildings are typically equipped with state-of-the-art facilities, including air conditioners, lifts, generating sets, and security control systems, ensuring the building offers a fully comprehensive service for convenient habitation and business operations. These facilities require an appropriate maintenance management plan/schedule to be put in place to ensure continuous functioning.
ESV. (Pastor) Babalola, MNIVS, RSV is the Principal Partner, Isaac Babalola & Co, Estate Surveyors and Valuers
