What type of staff training do you provide?
At operative level, our comprehensive training programme provides staff with the necessary skills to perform their duties to the highest standards. Our training programme starts from their first day in the business and continues on throughout their period of employment with us via a series of regular and on-going updates.
Do you provide domestic services?
Unfortunately not. Our services are designed for commercial clients.
How do you ensure services are being fully delivered?
Ensuring that operational staff are on-site when they should be and receiving an early warning when there’s a potential absence issue, is a crucial element in successfully managing our contracts.
As
part of our service commitment, we will always implement a system
called ‘Ezi-Tracker’, which alerts our operations management team
via text message or email, should a staff member fail to arrive to
work within pre-defined time parameters and allows us to make
alternative cover arrangements.
How do you manage your contracts?
A dedicated local Area Manager will be appointed to service your day-to-day operational requirements. This single one point of contact will be an experienced and highly trained individual. As a business, a key pillar of our service is built around restricting the number of clients/sites that our Area Managers are allocated, to ensure that they in-turn are able to manage in a proactive fashion and deliver the best possible service levels for our clients.
How does your invoicing work?
Invoices are sent electronically on a monthly basis and clearly itemise all charges. In most cases, this is via one consolidated invoice which makes budgeting and financial management easy for our clients.
What’s included in your quotations?
Our pricing policy is completely open book, so you can see precisely what elements we’re charging for and exactly by how much - including our forecasted profit margins.
Are you a Living Wage employer?
As a Recognised Service Provider and longstanding member of the Living Wage Foundation, MAR Facilities Management is committed to working closely with its clients to implement and uphold the principles that are at the heart of the Foundation’s aims and objectives.
As a company, we passionately believe that not only is paying the Living Wage the right thing to do, it also has a number of spin off benefits for your business. Supporting the Living Wage sends a positive message to your own customers and helps to position your organisation as one that is ethical, caring and forward thinking in its outlook.
Which areas do you cover?
Our
main focus is on the South East of England, including a strong
presence in and around London. However, we also operate in other
parts of the UK and are increasingly extending our geographical
reach.
How do you recruit and vet your staff?
We operate a stringent recruitment policy that includes ensuring that individuals have the right to work in the UK. Where required, this process may also extend into DBS checks.
How do you measure customer satisfaction levels?
Client
feedback is vital and is sought in many ways, including minuted
monthly review meetings, KPI reviews and regular client surveys.
Where appropriate, we may also implement cross-management building
audits and mystery shopper visits.
What levels of insurance cover do you have?
We hold extensive insurance policies, including public and employer’s liability insurance with coverage levels of up to £10 million.
What equipment and machinery types do you use?
We keep an ever-watchful eye on new product launches into the market which, in conjunction with our network of highly reputable suppliers, enables us to recommend the most up-to-date available equipment and machinery that is just right for your site. By sourcing equipment from a range of suppliers, we are not restricted to any one type and can offer true impartial advice.
Are the products you use environmentally friendly?
We are passionate about doing everything possible to build a more environmentally secure future for current and future generations. For example, within our cleaning services operation, we use a range of products that use biodegradable materials and apply a strict chemical ingredients policy for environmental protection.
Are your operational staff easily recognisable?
At operative and supervisory level, all staff are required to wear MAR branded uniform, the make-up of which varies depending upon their specific role. In addition, all staff are also provided with an identity badge, which is MAR branded and which incorporates their photo, staff name and number which they are required to have visible at all times.
How do you deal with any staff requirements under the TUPE process?
We have extensive experience of dealing with the TUPE staff transfer process and we are proud of our ability to successfully manage the needs of new employees. Our tried and tested approach means we professionally manage all transfers through careful planning, interviews and reassurance, ensuring that new employees feel welcome within the business from day one.
How do your pricing levels compare with your competitors?
The Facilities Management sector is a notoriously competitive one. We believe that generally this is a healthy thing and ensures that all companies strive to deliver excellent value for their customers. However, we would warn against an unusually low-price quotation, as it’s likely that corners are being cut. MAR will never compromise on the quality of its service provision and firmly believe that in the medium-long term, this approach will achieve the optimum results for all parties.
Can you supply client references?
We have an extensive portfolio of clients across a wide cross-section of industry types. Many of these have been MAR clients for a long period and are always willing to share their experiences with potential new customers.
How do you keep on top of innovations in the market?
We believe that innovation is a constant process but must be based on a genuine requirement and is not therefore 'innovation for innovation's sake'. As a business, we have an internal innovation group that meets monthly and comprises sales, marketing and operational staff. The group reviews equipment and processes and ensures that we stay ahead of the innovation curve.
Do you use sub-contractors?
The majority of our services are self-delivered. However, on occasions we do use a select group of sub-contractors, all of whom must undertake an annual audit to confirm their adherence to our exacting operational standards.
How long do I need to sign a contract for?
Our initial contracts are usually for a year, although this can be flexible. Longer contracts can also be negotiated which are likely to provide beneficial commercial terms.
