FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
By Peter Hall (pictured left), Co-Head of Workthere UK, and Alex Reynolds (pictured right), Head of FM UK (FM+)
The rise of flexible workspace, including serviced offices, co-working hubs and fully managed offices, has seen companies embrace agility and rethink the role of the workplace. This shift isn’t just about design or lease lengths. It’s redefining what tenants expect when it comes to service. In the flexible office sector, the delivery of convenience and amenity is key, and the facilities management approach must evolve accordingly.
So what exactly makes great service?
HOSPITALITY MINDSET
Facilities management isn’t just about managing the building it’s about curating an experience. Flexible office occupiers expect frictionless onboarding, rapid issue resolution, and a highly responsive service. That means FM teams must be agile, tech-savvy, and customer-focused, like hotel concierges.
Each building may house multiple businesses with different needs and priorities, working on different schedules. This calls for tailored support, personalisation, and a service ethos that places the customer at the centre.
Those operators who deliver this premium experience can command stronger rents and enjoy higher retention rates, while those who don’t risk churn and reputation damage.
A premium managed office is a value generator. In competitive markets, a seamless, high-touch service offer can be the difference between high occupancy and empty desks. To deliver that, FM must be fully embedded into the operational strategy. Think dedicated front of house teams, on-demand IT support, and a proactive approach to service, not just reactive problem-solving. When done well, this not only increases tenant satisfaction, but can also enhance an asset’s long term-value.
COMMUNITIES & COMPLIANCE
Flex is about more than space, it’s about community. Increasingly, FM plays a role in fostering that sense of connection. Whether through curated events, communal lounges or digital platforms that bring people together, FM and operational teams are the visible glue that helps a building feel alive.
Technology is central to that. Smart building apps, AI-driven helpdesks, and integrated service platforms allow management teams to anticipate needs, track performance, and deliver a more joined up experience for occupiers. It’s a win, win: improved operational efficiency and a more intuitive, responsive workplace for tenants.
With multiple moving parts, from frequent fit-out changes to varied occupancy patterns, maintaining compliance in flex buildings is more complex than traditional offices but no less critical. Fire safety, accessibility, environmental, obligations and health and safety must be managed in real time and in collaboration with operational teams and occupiers.
Compliance should be built into daily operations, ensuring that changing layouts and occupiers are constantly risk-assessed and managed. It’s not just about protecting assets; it’s about providing occupiers with peace of mind.
COLLABORATION IS KEY
Some operators believe that every service should be delivered in-house. However, successful management is built on a network of trusted partners, backed by a strong core team who own the relationship with the occupier.
Whether services are delivered directly or via specialists, what matters most is that the FM team acts as the central touchpoint, ensuring quality, accountability and consistency across the board.
Strong relationships between landlords, operators, and occupiers are essential, which can then be replicated across locations and portfolios.
The flex market is central to the future of office work. Occupiers want choice, flexibility, and a high-quality experience, particularly with the continuing growth of fully inclusive managed leases where operators and landlords work hand in hand.
Facilities management has a vital role to play in this evolution. By combining operational excellence, cutting edge tech, and a true understanding of what occupiers want, FM becomes a strategic driver, not just a support function. The service behind the space should always be one step ahead.
