Lambert Smith Hampton (LSH) is one of the UK and Ireland’s leading property consultancies and manages 15 million sq ft of shopping centre space, 7,700 commercial and residential properties, and more than 1,000 railway stations.
While the firm’s portfolio of clients continued to grow, it became quickly apparent that the existing processes that they had in place to monitor the management of their clients’ properties - which included using separate monitoring systems for each of their services - needed development so they could capitalise on rising customer demand.
The firm needed a comprehensive digital platform that could give them a deeper, holistic understanding of how they were servicing their clients. This ranges from logging reactive jobs through to ensuring properties are scheduled in for planned maintenance works, recording accidents, as well as ensuring contractors carrying out jobs at each property are accredited and qualified.
Since 2016, Alcumus has been working with LSH to evolve a tailored software offering which now utilises four services - Info Exchange, SafeContractor, ReportLine and Sypol - to provide them with full visibility of their supply chain, the properties and assets that they manage and compliance requirements associated with the services that they provide.
"Alcumus has improved the way we service our clients, and in turn, it has helped us to successfully pitch for a significant amount of new work."
Property management is one of the key drivers of Lambert Smith Hampton’s ongoing growth, but in order to maintain its position as one of the market leaders in its space it needed a robust system behind it to ensure its high levels of customer service - and various compliance checks - kept up with demand.
The company currently looks after residential, commercial and public sector buildings and with it comes the nationwide challenge of ensuring that different elements of health, safety and compliance are being adhered to in the business and across their supply chain; as well as responding to jobs in a timely manner.
LSH uses the Info Exchange platform to manage planned maintenance for around 4,500 assets - such as fire alarms, passenger lifts and electrical distribution boards - in addition to 500 reactive maintenance calls every year; and there is also the need to ensure that the contractors attending those jobs have up-to-date health and safety accreditation and the relevant qualifications.
“Alcumus Info Exchange software enables us to demonstrate to prospective clients how we benchmark, assess risk, and report incidents in an easy-to-understand way - along with analytical reports to identify any trends that need rectifying."
LSH work on behalf of hundreds of property landlords across the UK and Ireland, and Alcumus SafeContractor support by taking their contractors through a robust risk based annual audit providing vital insight into their supply chain compliance and competence. It enables LSH to effectively monitor, manage, and make informed decisions about who they work with and appoint to carry out work.
Regardless of accreditation, accidents can of course happen, and the Alcumus ReportLine service enables LSH staff to record accidents either online or over the phone; including who it involved, where and when it happened in order for a full investigation to be followed up to mitigate against a repeat.
No matter how these incidents are reported, the Alcumus ReportLine team will do a follow up investigation to ensure there’s nothing more that needs to be flagged internally or to the Health and Safety Executive.
“Within Alcumus software we have also adopted SFG20, which is a library of asset management tools that enable us to bundle together the management of multiple properties for a client into one platform. This ensures that various planned maintenance is carried out efficiently and at a lower price compared to other providers.”
Head of Health and Safety Property and Asset Management
Lambert Smith Hampton.
LSH also works with Alcumus on its corporate social responsibility, and uses the Sypol service to ensure the company is complying with regulations around hazardous substances, and protecting employees from workplace health risks.
These three services all feed into Alcumus’ Info Exchange integrated platform, which is the bedrock of ensuring LSH can connect people, processes and data to achieve operational excellence. This could be through proactively alerting that a customer’s property is due for some planned maintenance, highlighting an accident, or alerting to a contractor whose accreditation is about to expire.
The comprehensive range of services that LSH accesses from Alcumus means that as it continues to grow, it knows it has the partnership behind it to keep pace with demand from a compliance and customer service perspective. This allows LSH to be more productive and make better data-driven decisions to grow.