Case Studies

Facilities Management

Virgin Trains East Coast

  • Client:
    Virgin East Coast Trains
  • Location:
    17 Main Line Stations
  • Contract Start:
    2012
  • Value:
    £2m pa

FES FM deliver Hard and Soft Facilities Management services to Virgin East Coast Trains including PPM and Reactive Maintenance together with cyclical replacement and special project works.

Some soft services are also provided such as high level cleaning and grounds maintenance.

The contract is a prestige commission as:

  • The contract requires the delivery of a high quality service to a high profile client
  • There is a requirement to interface with other service providers such as cleaning, ICT and specialist maintenance providers as well as with key stakeholders (Network Rail who manage all track related services).
  • There is a requirement to provide services 24/7/365 with emergency responses within one hour at all times

The estate comprises buildings that were constructed over various eras from the 1800’s to the 1900’s and have in many cases undergone many transformational changes. The company is forward thinking and has a commitment to improving the sustainability of its operations.

One of the key challenges is in ensuring that we deliver exemplary services to an organisation that carries some 20m passengers per annum. Such usage places a tremendous strain on infrastructure services and relies on us providing an emergency response 24/7/365 within one hour as well as having to undertake a substantial part of the works overnight.

FES have improved services as confirmed by the NRPS from Worst in Class prior in 2012 to being Best in Class in every survey since, with the satisfaction rating increasing from 65% to 90%.

This contract demonstrates that FES FM has the capability to deliver such a service across a nationwide multi‐site contract.