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ICSC European Retail Property School
Operations, Common Area
Maintenance & Sustainability
Mike Davidson DipSCM, MCMILand Securities UK
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Agenda
• Common Area
• Centre Operations
• Who pays?
• Basic Operational Services
• In-house or out-source?
• What needs maintained?
• Repair or replace?
• Health and safety
• Sustainability
Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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Shopping Centres Operations, CAM & Sustainability
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What is the Common Area?
• Roofs and structure.
• Entrances and malls
• Customer areas and facilities
• Service corridors and stairs
• Delivery and loading areas
• External walkways and pavements
• Car park and roads
• Services supporting the above
Common Area Operations, CAM & Sustainability
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Factors Affecting Requirements and Costs
• Open / covered / enclosed.
• Location
• Age
• Design
• Materials and finishes
• Size
• Car park
• Extent of mechanical & electrical services
Centre Operations Operations, CAM & Sustainability
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(CAM) Service Charge Costs?
• Security, health & safety
• Cleaning, waste management, hygiene services
• Landscaping, snow clearance
• Electricity, gas, water, drainage
• Customer services
• Maintenance and repairs
• Property and facilities management costs and fees
• Property taxes, insurance
• Marketing
Centre Operations Operations, CAM & Sustainability
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Who Pays?
ICSC European Service Charge Guide
• A landmark industry guide on shopping centre service charges across Europe
• Incorporates research from 27 European countries
• Launched October 2011
Operations, CAM & Sustainability
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ICSC European Service Charge Guide
Why is this Guide necessary?
• The ICSC identified that there is a “great disparity” in the way service charges are both measured and paid across the continent, meaning there are big discrepancies between the costs incurred by retailers
• Retail landlords are under pressure to reduce service charges and increase transparency to compete in a European marketing
• Service charges remain a major source of conflict between landlords and occupiers
Operations, CAM & Sustainability
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Service Charge Practices in Europe
0
20
40
60
80
100
Security Cleaning/Waste Landscaping Maintenance
Operations, CAM & Sustainability
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Service Charge Practices in Europe
0
20
40
60
80
100
Utilities Centre Mngt Property Mngt Facilities Mngt
Operations, CAM & Sustainability
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Service Charge Practices in Europe
0
20
40
60
80
100
Building Insurance Terrorism Insurance Reserve Fund Sustainability
Operations, CAM & Sustainability
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Apportionment
• Gross Lettable Area (GLA) or Gross Internal Area (GIA)
• Weighting
• Discounts
• Schedules
• Vacant unit costs
Centre Operations Operations, CAM & Sustainability
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Service Charge Practices in Europe
0
20
40
60
80
100
Landlord Cost Spead Cost Other
Operations, CAM & Sustainability
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Basic Operational Services
• Security,
• Health & safety
• Cleaning
• Waste management
• Landscaping
• Maintenance and repairs
Centre Operations Operations, CAM & Sustainability
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Cleaning• Why clean?
• What needs cleaned?
• Internal
• Food courts
• Car parks
• External
• Frequency
• Products and process
Basic Operational Services Operations, CAM & Sustainability
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Internal• Floors, stairs, escalators, lifts
• Entrances and glazing
• Street furniture
• High level
Cleaning Operations, CAM & Sustainability
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Internal• Other mall surfaces
• Glass partitions
• Toilets and facilities
Cleaning
• Design issues
Operations, CAM & Sustainability
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Food Courts Operations, CAM & Sustainability
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Car parks• Surface
• Multi -storey
Cleaning Operations, CAM & Sustainability
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External• Vertical glazing
• Building facade
Cleaning Operations, CAM & Sustainability
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External• Glazing canopies
Cleaning Operations, CAM & Sustainability
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Cleaning
External• Gum Removal
Operations, CAM & Sustainability
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External• Roofs and gutters
• Plant areas
• Pest control
Cleaning Operations, CAM & Sustainability
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Cleaning• Frequency
• Specified in contract
• Relevant to need and cost
• Products and process
• Restrictions
• Inspections and monitoring
• Cleaning safely!
Basic Operational Services Operations, CAM & Sustainability
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Waste Management
• Sources of waste
• Retailers and restaurants
• Public waste
• Types of waste
• Waste hierarchy
• The economics of waste management
Basic Operational Services Operations, CAM & Sustainability
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Types of Waste
• Cardboard packaging
• Plastic, polystyrene and polythene
• Organic (food) waste
• Glass, metal, wood
• Cooking Oil
• Hygiene services waste
Waste Management Operations, CAM & Sustainability
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Waste Hierarchy
Waste Management Operations, CAM & Sustainability
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Economics of Waste Management
Waste Management Operations, CAM & Sustainability
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Economics of Waste Management
• Anaerobic digestion
Waste Management Operations, CAM & Sustainability
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Anaerobic digestion
Waste Management Operations, CAM & Sustainability
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Economics of Waste Management
Waste Management Operations, CAM & Sustainability
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Economics of Waste Management
• Avoid cost
•Landfill costs/taxes
• Cost of recycling
• Sorting waste streams
• Equipment costs
• Transportation costs
•Meeting statutory requirements
• Income
• Materials purchased for re-use or recycling
• Market fluctuates with local demand
Waste Management Operations, CAM & Sustainability
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Landscaping
• Internal
• External
Basic Operational Services Operations, CAM & Sustainability
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Considerations
• Maintenance requirements
• Suitability
• Environment
• Height etc.
• Cultivation and watering
• Security
• Seasonal planting
Landscaping Operations, CAM & Sustainability
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Maintenance and Repairs• Responsibility
• Owner or occupier?
• Repair or improvement?
• Owners requirements
• Maintaining value of the asset
• Avoiding maintenance backlog
• Remain relevant and desirable to occupiers
• Physical inspection / condition survey
Basic Operational Services Operations, CAM & Sustainability
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Maintenance and Repairs
Inspection / Condition Survey
The purposes of a conditions survey are to:
• Understand current conditions and degree of deterioration of the building
• Identify the causes of deterioration so that appropriate repair methods can be specified
• Assess the extent of works, prepare for budget, plan the implementation and program
Operations, CAM & Sustainability
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Maintenance and Repairs
Funding and Budgeting
• Fully expensed and recovered from service charge
• Recoverable / non-recoverable
• Forward funded / amortised
• Sinking or depreciation fund
Operations, CAM & Sustainability
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Maintenance and Repairs
Funding and Budgeting
• The Conventional Approach – Maintenance budget is a percentage of the annual budget.
• The Formula Approach - Maintenance budget is derived from agreed formula such as, cost per unit area or a percentage of current replacement cost
• The Condition-Based Approach - Incorporates a thorough survey of conditions of the building to identify needs . Though accurate, it is a time-consuming and costly exercise that is difficult to be adopted on an annual basis
Operations, CAM & Sustainability
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Maintenance and Repairs
•Who does it?
Basic Operational Services
In-house
Operations, CAM & Sustainability
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In-House vs. Out-Sourced
In-House
Pros• More strategic – acting on behalf of owner directly• More stable – no conflict of interest or contracts to renew• More direct – faster decisions
Cons• Procedures – have to develop own processes and procedures• Trends – less aware of industry trends or innovation• Accountability – lack of oversight
Operations, CAM & Sustainability
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In-House vs. Out-Sourced
Out-Sourced
Pros• Less risk– risk offset to third party• Specialist – it is the contractor’s core activity• Flexibility – easy access to additional resources and skills• Reduced workload for HR and line management
Cons• Staff turnover – outsourced staff do not have as much loyalty• Clients personnel still need to look after the outsourced FM, some
overlapping, • Potential conflicts of interest
Operations, CAM & Sustainability
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Building Fabric• Structure, walls and cladding
• Roofs
• Floors
• Glazing
• Exterior surfaces e.g. roads, car parks, etc.
• Finishes
• Doors, gates, fittings
What Needs To Be Maintained? Operations, CAM & Sustainability
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Building Fabric Operations, CAM & Sustainability
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Building Fabric
Building Structure External
• Concrete failure - often a hidden problem until too late with major cost
implications. First sign is spalling concrete.
• Corrosion of steel reinforcement - caused by the ingress of chlorides
from de-icing salts and coastal environments, and carbonation of the
concrete surface leading to loss of alkalinity and hence reduced
protection against corrosion
Operations, CAM & Sustainability
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Building Fabric
Building Structure External
• Damaged overflow pipe ignored for a long period
Operations, CAM & Sustainability
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Building Fabric
Building Structure Internal
• Common parts door inadequate for normal wear and tear
Operations, CAM & Sustainability
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Shopping Centre Roofs
• Types – pitched, flat, curved, green
• Constructed from - glass, asphalt, bitumen, membranes, natural materials (stone, clay, slate etc.)
• Insulation - polyester, metal, glass, fabric etc.
Building Fabric Operations, CAM & Sustainability
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Shopping Centre Roofs Operations, CAM & Sustainability
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Shopping Centre Roofs Operations, CAM & Sustainability
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Shopping Centre Roofs
Maintenance
• For well-designed and well installed roofs, normally maintenance tends to be minimal
• Visual inspection
• General checking and clearing any obstructions to rainwater flow
• Removing any general vegetation build-up
• Inspections often prejudiced by difficult access arrangements needing specialist, expensive equipment
Operations, CAM & Sustainability
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Roof Maintenance
• Gutter maintenance ignored – probably due to inadequate access/out of sight
Shopping Centre Roofs Operations, CAM & Sustainability
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Roof Maintenance
• Build up of guano
Shopping Centre Roofs Operations, CAM & Sustainability
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Roof Maintenance
• Roof skylights defect – inadequate fixings letting go in high winds –note missing panels
Shopping Centre Roofs Operations, CAM & Sustainability
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Roof Maintenance
• Roof defect – inadequate fixings letting go in high winds
Shopping Centre Roofs Operations, CAM & Sustainability
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Roof Maintenance
• Flat roof inadequate falls
Shopping Centre Roofs Operations, CAM & Sustainability
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Shopping Centre Roofs
• The inflatable roof of the Metrodome in Minneapolis collapsed Sunday 12th Dec 2010 after a snowstorm that dumped 17 inches of snow.
Operations, CAM & Sustainability
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Mall Floors
• Types of floor surface
• Operational problems
• Maintenance issues
• Repair or replace
Building Fabric Operations, CAM & Sustainability
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•
Mall Floors Operations, CAM & Sustainability
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Operational Problems• Open to the elements – slip hazard
Mall Floors Operations, CAM & Sustainability
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Maintenance Issues• Tile failure due to poor specification (wrong material – too thin) and
poor workmanship
Mall Floors Operations, CAM & Sustainability
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Maintenance Issues• Worn flooring
• Repair or replace?
Mall Floors Operations, CAM & Sustainability
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Glazing
• Where used
• Roofs and skylights
• Glazed canopies
• Curtain walling
• Entrances and doors
• Types of glazing
• Maintenance issues
Building Fabric Operations, CAM & Sustainability
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Glazing
Maintenance Issues
• Impact damage
Operations, CAM & Sustainability
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Glazing
Glazed Canopies
• Tell-tale butterfly shape at centre of failure suggests Nickel Sulfide impurities
Operations, CAM & Sustainability
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Exterior Surfaces and Car Parks• Types of materials
• Paving
• Block paving
• Wooden decking
• Tarmac
• Maintenance issues
Building Fabric Operations, CAM & Sustainability
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Maintenance Issues• Subsidence due to poor sub-strata
Exterior Surfaces Operations, CAM & Sustainability
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Maintenance Issues• Delaminating car park coatings
Exterior Surfaces Operations, CAM & Sustainability
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Maintenance Issues• Frost damage
• Pot holes
Exterior Surfaces Operations, CAM & Sustainability
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Building Fabric•Finishes
• Doors, gates, fittings
What Needs To Be Maintained? Operations, CAM & Sustainability
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Mechanical & Electrical• HVAC (Heating, Ventilation and Air Conditioning)
Central plant systems
• Fire protection systems
• Plumbing and drainage
• Electrical systems / lighting
• Lifts and escalators
• Energy management systems
• Security systems
• Information technology
What Needs To Be Maintained? Operations, CAM & Sustainability
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HVAC (Heating, Ventilation and Air Conditioning)
Central Plant
Considerations:
• Life expectancy of 15 to 20 years
• Placement on roofs- tonnage
• Regulations – coolant
• Efficiency and capacity
• Environment – noise
• Inspections
• Safe access
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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HVAC (Heating, Ventilation and Air Conditioning)
• Open to the elements
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Fire Protection Systems• Fire Alarm
• Smoke and smoke detection
• Public address systems
• Roof vents
• Mechanical smoke extraction
• Gas shut off
• Smoke curtains and shutters
• Sprinklers
• Hose reels
• Fire suppression systems
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Plumbing and Drainage• Potable water (drinking water)
• Sprinkler tanks, pipework , valves and pumps
• Toilets, sinks, showers
• Water features
• Irrigation systems
• Rainwater drainage
• Foul drainage
• Statutory controls
• Grease traps
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Plumbing and Drainage• Calcium build up in toilet
waste pipes
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
•Grease build
up in poorly
maintained
pipework
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Grease Traps
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Grease Traps
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Electrical Systems and Lighting• High voltage cables and transformers
• Low voltage distribution and meters
• Generators and emergency lighting
• Other on site generation
• Mall lighting
• Feature lighting
• Illuminated signage
• Seasonal lighting
• Re-lamping
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Lifts and Escalators• Consequences when out of service
• Compliance with Regulations
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Building Management Systems (BMS) and Energy Management Systems• Intelligent buildings
• Control systems
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Security Systems• Intruder alarms
• Access control
• CCTV (Closed Circuit Television)
• Car park barriers and pay machines
• Security gates and barriers
• UPS (Uninterrupted Power Supplies)
What Needs To Be Maintained? Operations, CAM & Sustainability
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Information Technology• Computer systems
• Electronic directories and way-finding
• Website and digital platforms
• Finance systems
• Data storage and integrity
• Data logging systems
• Data protection legislation
What Needs To Be Maintained? Operations, CAM & Sustainability
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Maintenance• Definition of terms used
• Why maintain plant?
• Maintenance options
Mechanical and Electrical (M&E) Operations, CAM & Sustainability
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Maintenance
Definition of Terms Used
Servicing
Includes periodic inspection, cleansing, oiling (mechanical parts) and adjustments. The objective is to minimise wear and tear, and to prevent breakdown.
Repairs
Apart from regular servicing, building elements installation and facilities require repairs from time to time. Repairs are usually on a need basis and in most cases are passive response.
Operations, CAM & Sustainability
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Maintenance
Definition of Terms Used
Replacement
When a building element or part of a system reaches the end of its economic expected lifespan, repairs are not advisable. Replacement may be more cost effective
Upgrading
When a part or portion of the building or installation is enhanced to a higher standard or replaced with something more efficient, economical or to a higher specification
Operations, CAM & Sustainability
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Maintenance
Why Maintain?• Equipment failures
• Inconvenience customers
• Require repairs
• Degraded performance
• Decreased efficiency
• Increased energy consumption / costs
• Timely servicing
• Corrects deteriorating performance
• Reduces customer complaints
• Less expensive that failures
Operations, CAM & Sustainability
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Maintenance
Maintenance Options
Maintenance Regimes
Plans that consider the diversity of plant and operational circumstances to help implement the most effective strategy for each piece of equipment to avoid under-maintenance or overspending
• Business focused maintenance• Condition based maintenance• Planned preventative maintenance (PPM)• Statutory and legislative maintenance• Standard industry guides
Operations, CAM & Sustainability
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Maintenance
Maintenance Options
Business Focused Maintenance
• A full condition survey of plant establishes the likelihood of failure• A risk assessment identifies the consequence of plant failure• Maintenance levels and schedules then prioritise high risk, high
consequences plant• Assessment is made of the resource requirements based on the
new maintenance schedules
Operations, CAM & Sustainability
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Maintenance
Condition Based Maintenance
• Concept based on – “if it isn’t broken, don’t fix it”• Condition based maintenance should only be used on machines that
show deterioration in some way and over a time period that allows a maintenance response before they fail
Planned Preventative Maintenance (PPM)
• PPM is a scheduled service visit carried out by a competent and suitable agent, to ensure that an item of equipment is operating correctly and to therefore avoid any unscheduled breakdown and downtime.
Operations, CAM & Sustainability
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Maintenance
Statutory and Legislative Maintenance
• Fitness of purpose for the health and safety of your building users. Assets that are controlled by statutory legislation are maintained to the appropriate standards at all times
Standard Industry Guides e.g. HVCAS - SFG20
• Recognised as the industry standard for businesses, responsible for maintaining, managing or specifying the maintenance of building services.
• These provide a clear guide for maintaining services and equipment to an agreed standard that is widely accepted.
Operations, CAM & Sustainability
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Considerations
• Life expectancy of item
• Condition survey
• Maintenance records
• Breakdown history
• Current operating expenses
• Projected repair and operation expenses
• Cost of replacement item
• Compare to the operating costs of new, high-efficiency equipment. (Utility savings can be factored as a “payback” in a decision to replace)
Repair or Replace? Operations, CAM & Sustainability
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Repair or Replace?
Practical Example - Passenger Lift
It is estimated that more than 50% of the existing 3 million lifts within Europe are over 20 years old (Source: Lift & Escalator Industry Association, 2012)
Lifts are usually designed to operate for 100,000 hours which realistically equates to around 20 years.
Towards the end of a lift’s operational life, factors such as; availability of parts, aesthetic appearance, repair timescales and the general reliability become increasingly poor. This in turn can cause queues at peak times, customer complaints or increased maintenance costs.
Operations, CAM & Sustainability
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Repair or Replace?
Practical Example Passenger Lift
Options available
• Install a new lift• Modernise the lift• Refurbish the lift• Conduct H&S works• Replace key components• Conduct essential repairs• Undertake some enhancement or upgrade work
Operations, CAM & Sustainability
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Passenger Lift – Options Available Operations, CAM & Sustainability
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Practical Example – Passenger Lift
Install a New Lift
The asset value will depreciate throughout the life of the equipment along with the reliability and aesthetics
Opting for a full replacement lift will effectively start the life-cycle once again. This does offer additional benefits, including:
• Reduced Maintenance Costs• Improved energy efficiency• Use of latest technology• System Integrity
Operations, CAM & Sustainability
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Passenger Lift - Full replacement
5 10 15 20R
ep
lace
me
nt
Time
(Years)
Lift
Va
lue
(£
)
A full replacement strategy assumes that the lift will be replaced in its
entirety at the end of its life
Operations, CAM & Sustainability
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Passenger Lift – Phased ModernisationLi
ft v
alu
e (
£)
5 10 15 20
Servicing
Major Repairs and
Upgrades
Time
(Years)
Operations, CAM & Sustainability
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Passenger Lift –Modernisation
Case Study
The lifts at 5 Strand, London were installed in the 1970’s and had become unreliable and high energy consumers
The lifts were fully modernised in 2012
The works improved the reliability and the ride/comfort levels, reduced noise levels and produced energy savings by 75%.
The maintenance costs were also reduced by 54%.
Operations, CAM & Sustainability
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The charts below show the energy consumption before and after major works:
Passenger Lift –Modernisation Operations, CAM & Sustainability
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Health & Safety
• Public safety – CLEAN, SAFE, SECURE
• Risk Assessment
• Certification
• Safe access
• Safe systems of work
• Extraction duct cleaning
Health & Safety Operations, CAM & Sustainability
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Safe Access• Secure access
• Roof edge protection
Health & Safety Operations, CAM & Sustainability
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Health & Safety Operations, CAM & Sustainability
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Health & Safety
Safe Systems of Work
Operations, CAM & Sustainability
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Health & Safety
Extraction Duct Cleaning
Operations, CAM & Sustainability
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Health & Safety
Park Lane Hilton Strada – Bury St Edmunds
Operations, CAM & Sustainability
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Health & Safety
Duct Cleaning
• Forensic report on fire showed build-up of grease on ducting at dangerously high levels
• Near miss – sprinklers prevented fire from spreading
• Centre had “valid” certificate from duct cleaning company
Operations, CAM & Sustainability
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Health & Safety Operations, CAM & Sustainability
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Health & Safety
Duct Cleaning
• Duct only cleaned to arms length!
Operations, CAM & Sustainability
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Sustainability
Sustainability• What does it mean?
• Design considerations
• Operational considerations
Operations, CAM & Sustainability
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Design Considerations• Use of natural light
• Green roof
• Water reclamation
• Low volume water usage
• Alternative energy sourcese.g. Ground source energy, P V, CHP (combined heat and power
Sustainability Operations, CAM & Sustainability
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Sustainability – Geothermal
One New Change - Ground Source Energy System
• Europe's largest heat pump system
• 150 metres beneath city shoppers
• 60km of pipes transferring heat to and from underground aquifer
• Reduce carbon footprint by 10% / Saves £300k in energy bills
Operations, CAM & Sustainability
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Gunwharf Quays P.V. Installation• Largest PV installation at any UK shopping centre (250kW)
• Generates 280,000 kWh annually
• 150 tonnes of CO2 saved in year one
• Lifespan of panels expected to be 35+ years
• 6 year ROI on operational calculations
• Cost £628k
Sustainability Operations, CAM & Sustainability
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Sustainability – Geothermal
Fuel Cell at 20 Fenchurch Street, London• Generates electricity by hydrogen-rich fuel (natural gas) reacting electrochemically
with oxygen (air) to produce electrical current, heat & water
• First fuel cell to be installed in City of London Square Mile
Operations, CAM & Sustainability
� 3 key components:
� Fuel cell stack
� M-bop� E-bop
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Sky Garden
• botanical garden at top
of building
• span three floors and
includes public terrace,
restaurant and café
• highest public park in
London
• designed to create an
open and vibrant place
of leisure
Operations, CAM & Sustainability Operations, CAM & Sustainability
Operations, CAM & Sustainability
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Operational Considerations• Recycling
• Environmental Management System• ISO 14001
• Water Management
• Energy management
Sustainability Operations, CAM & Sustainability
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Operational Considerations• Recycling
• Environmental Management System• ISO 14001
• Water Management
• Energy management
• Corporate Social Responsibility
Sustainability Operations, CAM & Sustainability
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Conclusion
• Not as simple as you first think!
• Specialist knowledge and support required in most areas
• Constantly evolving
• Flexibility is key
• No “one size fits all” solutions
Operations, CAM & Sustainability Operations, CAM & Sustainability
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OPERATIONS, CAM & SUSTAINABILITY