Operation and maintenance benchmarking - outputs for the yearJuly 2008

The BSRIA Operation and Maintenance Benchmarking Network collects and distributes data to help building operators optimise performance and identify areas to:

  • reduce costs
  • improve efficiency
  • improve service
  • save energy

The following article summarises the latest benchmarking data outputs. As full year data is used, the latest figures for cost data are for 2006.

Link to more details on the benchmarking network and how to join

Client satsifaction with their M&E maintenance contractor. Mean scores out of 10 comapring with 2007 and 2006 results

Customer satisfaction of M&E maintenance contractors

Summary: five areas of customer satisfaction have an increased mean satisfaction score (including overall satisfaction), two have remained the same and three decreased when compared with 2006 results. Due to the sample size, these changes are not statistically significant and it is the average score of six out of ten which highlights that customers are not satisfied. When scoring the M&E provider, the customer is asked to consider eight or more a good performance.

Best and worst mean scores: the best scoring areas were managing health & safety and reactive response, whereas, the worst scoring areas were energy efficiency and additional works

Vital deliverables: reactive response and quality of planned maintenance were the most fundamental deliverables clients require. Measurable deliverables including statutory and legislative compliance, keeping within budget and performance against SLAs were also highly rated.

Research into customer satisfaction of M&E maintenance contracts concludes that the 'management of the contract' is the most influential element on satisfaction levels. Analysis of the results puts emphasis on communication, trust and honesty, having a positive customer/contractor relationship, being proactive and showing initiative.


Contract specification: the input specifications that are based on type and frequency of tasks are still dominant, however, they dropped from 88% to 71% in 2006. Output specifications based on performance level or level of service required e.g. response rate or temperature control, have increased by 29%.

Sub-contractors: the majority of respondents (82%) outsourced to a single service provider ensuring that the main contractor undertook management and procurement of specialist subcontractors.

Cost: average contract maintenance cost for general offices was £14.14/m2 compared with £12.30/m2 in 2005.

Selection criteria: the most important criteria for a customer when selecting a service provider was quality, with third party use and location becoming less important when compared to 2006.

Soft services

Catering facilities: 26% of those that responded to the survey provided vending facilities only and 21% offered a full restaurant

Cleaning: 15% included all day general cleaning with the greatest cleaning costs per m2 in hospitals, closely followed by premium offices.

Security: average cost per m2 was greatest in halls of residence and premium offices, with hospitals being the lowest.

Energy saving technologies and initiatives used in buildings


Energy saving technologies: an increased use of networked BMS systems was noted but a reduction of respondents using energy monitoring and targeting was disappointing.

Carbon emissions: premium offices and education facilities were the largest creators of CO2 and halls of residence the lowest. General offices recorded a reduction to between 86 and 167 kgCO2/kWh per m2 compared with 75 and 235 kgCO2/kWh per m2 in 2005.

Electricity costs: highest cost was £344/m2 for premium offices, the lowest was £83m2 in fire stations.

Gas costs: education facilities were the largest consumer at an average cost of £8.45/m2 and premium offices the lowest at £1.87/m2.

Download a more detailed feature of the benchmarking output.