The facilities management service provider was awarded a contract in 2019, following a competitive bid process, to provide mechanical and electrical maintenance services to four premises within HMRC’s South Area portfolio, stretching from Cardiff to Kent and including central London.
At the start of January 2020, the five-year deal saw Wates managing a number of HMRC sites, including one fully fledged regional centre and another in interim services, plus four discreet sites. Due to the growth of the account, this has been extended to capture a total of 19 sites, eight of which were mobilised during the Covid-19 pandemic lockdown. This also involved the safe transfer of four staff via TUPE from one of HMRC’s south London sites.
Furthermore, Wates FM has demonstrated a high level of customer satisfaction by being awarded the highest score of 10 in a Net Promoter Score by HMRC.
Commenting on the continuing partnership, James Gregg, Managing Director of Wates FM, said: “Over the last 12 months we have built a strong, trusted relationship with HMRC through our collaborative working and I’m proud of the high levels of customer satisfaction we have maintained. Despite facing huge challenges as a result of the pandemic, our teams have continued to deliver the services efficiently while also implementing successful mobilisation strategies, which were tailored and adapted to meet the requirements of each individual site.
“The expansion of our contract with HMRC reflects our targeted growth in the public sector and is a huge testament to the expertise of our team and our position as a reputable and reliable FM partner.”
A representative for HMRC’s estates team commented: “We receive a real added value service from Wates FM – from an extremely efficient team led by Terri Dale. We have been consistently impressed with how Wates approaches mobilisation, particularly in the face of a global pandemic. Lockdown didn’t faze the team, they immediately took over where we needed them to and set up sites on very short notice. The attitude to work and problem solving is amazing.”
Wates FM recently celebrated its successful first year as part of Wates Property Services, with seven new contract wins and six extensions secured in the 12 months since launching in July 2020. The business’ deep cleaning services have been cited as “exemplar best practice” by the Cabinet Office.