The property sector offers its customers pretty appalling customer service, according to a ‘damning’ new report from the British Council of Offices (BCO).  The study, based on the experiences of just 64 occupiers claims that fewer than one in five (17 percent) rate their property management service as “good” or “excellent” and fewer than one in three feeling that their suppliers understood their business needs. The survey found that although customer service is lacking, satisfaction with the end product itself was high, with two out of three occupiers happy with the quality of their office and three out of four perceiving quality to have improved over the past 10 years. The report sets out a 10-point action plan to improve the service occupiers receive, including adopting a new definition of “building performance” set by the BCO and encouraging more transparency.

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Only 1 in 5 office occupiers rate their property management service as ‘good’ or ‘excellent’, according to new research by the British Council for Offices (BCO). While two thirds of occupiers are happy with the quality of their office and three quarters perceive the quality of office space to have improved over the past 10 years, less than one in three occupiers feel the industry understands their business needs. This clear gap between customer expectation and customer experience has led the BCO to call on the industry to develop a better understanding of what a well-performing building looks like from an occupier perspective. The BCO has developed a new definition of building performance, which sets out to frame a more sophisticated approach for property owners and managers to engage with occupiers, focusing upon value and quality creation, rather than simply cost reduction.

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The second largest deal since the BBC announced its relocation to MediaCity in 2007 has been confirmed at Salford Quays. A total of 160,000 sq ft of space at the Soapworks scheme is being let to TalkTalk and the Home Office. TalkTalk has agreed to take 106,000 sq ft on a 15-year lease, following the decision by the broadband provider, which originally took 20,000 sq ft at the Soapworks on a ten-year lease in October 2014 for its meeting and training facility, to consolidate its entire North West presence into Salford Quays. The former Colgate factory has also been chosen by the Home Office, which is taking 54,000 sq ft on a ten-year lease. The government department will relocate its operations from premises across Greater Manchester including Manchester Airport to sit under one roof, with the move due to take place in June 2016.

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The Chartered Institution of Building Services Engineers (CIBSE) Facilities Management Group has signed new cooperation agreements with the Building Controls Industry Association (BCIA) and the Building Futures Group as it seeks to ‘kick-start the future of facilities management’ in the UK. The three organisations plan to work together to promote best practice. According to CIBSE its agreement with the BCIA will focus on raising awareness of how building controls can help buildings perform better while its agreement with the Building Futures Group will set out to promote best practice in building services management and maintenance. The three groups signed the agreements last week, which will also see them working together on a number of supporting initiatives and joint events. The partner organisations claim the agreements are a response to the rapid pace of change in the sector.

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