Landlord Services - service catalogue
This page details the specific services we can provide as part of our Landlord Services offering.
Landlord interface
Provision of space
Our role
We provide allocated and shared space for you, as defined in appropriate occupancy agreements.
Your role
You provide a Schedule of Requirements for your needs, FTE’s and locations.
Service level
You will have access to the space during agreed business hours.
Occupancy agreements
Our role
We produce occupancy agreements which reflect the terms of occupation.
Your role
You agree and approve the terms, provide a signature of agreement prior to occupying the space or expiry of the previous agreement.
Service level
We process the request within five working days following agreement of Heads of Terms and instruction to proceed. All information to be uploaded to Horizon within ten working days of an occupation agreement being signed.
Routine property queries
(Including facilities management and property technology escalations where services are provided by another UK Government department or head landlord, and initial escalation routes have failed.)
Our role
We respond to your queries that are outside questions of statutory compliance or superior landlord service delivery. We will do this through our Client Relationship Management (CRM) platform for transparency and visability for all parties.
Where the query relates to facilities management or property technology escalation, the agreed escalation process must be followed by your department at both a local and regional level before we initiate the escalation. Full details of the issue and resolution attempts must be shared with us to ensure effective escalation.
Your role
You provide details of the query. The agreed escalation process must be followed by your department at both a local and regional level before we initiate the escalation. Full details of the issue and resolution attempts must be shared with us to ensure effective escalation.
Service level
We aim to respond to at least 95% of client querieswithin two working days of receipt.
Landlord consents
Our role
We manage landlord consents relating to standard occupier changes. This may include, but not be
limited to:
- Alterations to space configuration or fit-out
- Permitted use
- Maintenance works/repairs where required under the Head Lease/Licence
Your role
This will be completed as part of the agreed Workplace Services contract. If you are not receiving Workplace Services, you will need to define what
works are required and provide relevant details to obtain approval.
Service level
We will contact the landlord within two working days after receipt of the consent request information.
Undertake service charge challenges
(Under the Head Lease, to procure service delivery where relevant, and to collect the service charge and other landlord charges, and administer the payment of the service charge.)
Our role
An annual review will be undertaken by us to decide which service charges should be challenged. We will then conduct the challenge to ensure you are receiving the best value for money.
Your role
This requires no action from you.
Service level
We assure value for money of service charge and accurate apportionment of costs.
Head Lease activity
(To manage all activities under Head Leases including, but not limited to, rent reviews, exercising breaks and exits)
Our role
We complete rent review negotiations, breaks and exits, with the landlord to ensure you continue to receive the best value for money
Your role
Advise where known criteria for appeal arises.
Service level
We can negotiate the setting and rent review, benchmarked against market levels as per head lease events.
Rates
(To manage all matters relating to rating and undertake business rates appeals)
Our role
We manage all matters relating to rates, including undertaking rent appeals where appropriate to ensure you are paying the correct rates. Rates are revalued every five years.
Your role
This requires no action from you.
Service level
Rates will be appealed by us in a timely manner when appropriate evidence is available.
Renewals and re-gearing
(Undertake Head Lease renewals and where appropriate lease re-gearing)
Our role
Complete head lease renewals with landlords in a timely manner.
Your role
You provide details of future requirements, and confirm agreement on the chosen option for lease negotiation.
Service level
Aligned to the agreed estate strategy, confirmation will be given, at least 18 months before expiry, if we will be renewing the lease rather than exiting.
Administer utilities
Our role
For GPA-managed sites we manage all utilities including electricity, gas, heat (biomass or district heat), water and metering services. This includes billing and contracting / contract management.
We make use of CCS frameworks to aggregate demand across the public sector and achieve the best value for money. Services will be supported by the provision of a bureau management service for reporting, bill validation, consumption reporting and analysis, budgeting and accruals.
For Landlord managed sites – the landlords are responsible for contracting utilities. We will manage the landlord billing and will work with the landlords to obtain budget forecasts and consumption reporting inline with the lease agreements.
For Client managed sites, we are unable to provide utilities administration, unless specifically requested by clients, this is due to the complexities of administering utilities and the lack of control and access if we are not managing the building.
Your role
Where applicable, you provide copies of invoices, contracts, details of meter points and any outstanding issues, as well as details of any managing agent (if passing through a third party).
Service level
The supply of utilities is uninterrupted.
Dilapidations advisory
Our role
We advise you of the provisions required for dilapidations.
Your role
You agree to update dilapidations provisions upon our advice.
Service level
An annual desktop exercise for provision in accounts will be undertaken. Physical inspection and assessment will take place within two years of the anticipated lease exit.
Negotiate dilapidations settlements
Our role
We negotiate dilapidations settlements with your landlord, wherever necessary. On agreement, the dilapidations payment will be invoiced to you. We will provide an annual assessment of Dilapidations liability with reference to industry indicies alongside the final client budget, typically Q4 of the preceeding financial year.
Your role
You provide a schedule of works undertaken and any landlord agreements. You make an appropriate provision for liability of Dilapidations costs in your own accounts.
Service level
Within a month, our dilapidations specialist will have made an initial response to the landlord or recommended a way forward.
Data Services
Property data audit
Our role
We retain an accurate data record of all GPA-managed buildings, including details of occupational agreements and apportionments.
Your role
This requires no action from you.
Service level
We update our systems within one week of new data being available.
Compliance and Condition
Annual assurance plan
(Conduct annual assurance of landlord statutory compliance, e.g. fire safety, water / legionella, asbestos)
Our role
We plan and conduct annual assurance reviews to ensure statutory landlord compliance, e.g. fire safety, water safety, asbestos.
- Annual landlord/ other government department (OGD) statutory compliance report commissioned
- Building compliance audits, depending on assessment of risk
Independent checks on our assurance processes are undertaken by organisations such as GIAA and Enforcing Authorities (HSE/CPFIG/EA).
Your role
To implement any recommendations as a result of the assurance review and familiarise yourself with the assurance strategy. All communications need to be directed to the landlord in the first instance and follow the landlord’s building process.
Service level
Client Compliance reporting will be provided by the Workplace Services Compliance team twice a year for non-portfolio services, and quarterly for Portfolio Services.
In accordance with Workplace Services Assurance Strategy and the Client Compliance Process.
Landlord lease and service compliance
Our role
We review the landlord’s legal obligations under the lease and challenge non-compliance.
This service includes properties where we’re not providing FM services. It covers issues regarding landlord lease compliance, such as maintenance of common areas (parking, entrances, toilets, stairwells and lifts), landlord provided services (reception and security) as well as billing.
Your role
You raise any issues to us where potential breaches by the landlord are identified.
Service level
Maintenance and servicing of common areas and other responsibilities covered by the service charge are assured by us.
Lifecycle replacement (LCR)
Our role
In relation to each Occupation Area where we are liable, we will agree and implement (if relevant) lifecycle replacement plans (subject to the transfer of existing budgets with the property, and value for money tests) wherever possible, supporting the client in remaining within these existing budgets.
Your role
Supporting us in the transfer of building information such as Better Building Information Management (B2IM), condition surveys and Forward Maintenance Registers and agreeing a priority list of works to be undertaken.
This is subject to the manner in which the current Spending Review (SR) (and previous if mid-SR) allocation has been provided by HM Treasury (HMT). In future SR periods, we will bid to HMT for these budgets.
Service level
We will deliver agreed LCR projects on time and within budget.
Finance
Property-related invoices
Our role
Payments to landlords and property suppliers will be managed by us. This varies by property tenure:
- Freeholds: rates, utilities and licences
- PFIs: unitary charge payment, utilities, rates
- Leasehold:
- (Us as landlord): rent, rates, service charges, insurance, licences, utilities leasehold.
- (Other government department as landlord): rent, rates, service charges, insurance, licences, utilities in line with the tenancy agreement.
Your role
You sign the occupancy agreements.
Service level
Invoices will be paid within 30 calendar days of receipt.
Accurate budgeting
Our role
We provide an accurate budget for all occupations in respect to the following operating year. We also budget property income and costs, including all elements of charges to you: rent, rates, utilities, service charge, lease events and dilapidation costs.
Your role
In Q4 (in respect of the following operating year) or ahead of transfer of assets, you will agree a budget with our Client Finance team. You will also consider an appropriate level of contingency in onward funding requests to cover cost volatility.
Service level
- August/September – we provide a preliminary budget for the following financial year to support advanced financial planning and funding bids. Consultation and opportunity for feedback takes place in September and October.
- November – actual income versus expenditure for the first six months of the current financial year are issued which may necessitate Supplementary Estimate bids.
- December – a final budget for the following financial year on latest Office for Budget Responsibility inflation guidance, latest supplier estimates and agreed portfolio plans will be provided. This will form the basis of the quarterly billing to be issued in the following financial year.
- February – we issue a nine-month income vs. expenditure report to give confidence on likely year end out turn. This supports identification of any potential service charge balancing adjustments which may be needed well in advance of the July true-up billing.
Provide a single quarterly invoice itemised by building
Our role
We provide timely and accurate quarterly invoicing, to enable prompt recovery of costs such as rent, rates, service charges, insurance, utilities and operating costs.
Your role
You agree on a service plan with clear pricing, such as what standard services and additional or optional services we will provide, and how these will be charged and when. You must pay invoices within 30 days of receipt as per the Government’s Prompt Payment policy.
Service level
Quarterly charges are issued no later than 30 days prior to the quarter day.