As the ongoing challenge to ‘pull’ not ‘push’ people into the workplace continues, the need to create exciting workplace value-propositions, especially those that support talent retention, remains high on the agenda. Coupled with the rising need for spaces that meet sustainability goals and create operational efficiencies, we’re evolving our approach as property and facilities managers.
These modern and evolving workplace landscapes demand a new kind of professional to deliver; not just an operational executor, but a strategic enabler who blends technical fluency, emotional intelligence, and business insight. So, the question is, how are we reframing our approach to support our clients’ needs?
(Human) experience is everything
Within workplaces, property and facilities managers must prioritise occupiers, users and visitors – essentially the humans who interact with the space. However, managing the human experience across portfolios can differ from asset to asset. It is critical to listen to feedback from end users and incorporate this into management strategies. Interpersonal and communication skills are vital for maintaining stakeholder relationships, engaging with supply chain partners and communicating with building users.
The ability to lead cross-functional collaboration is as important in 2025 as technical knowledge. Our Workplace Experience team aims to bring assets to life through using experience- and data-driven insights. We improve the occupier experience with impactful communications, engaging brand activation and memorable in-person operational excellence. Our ultimate aim is to prioritise occupiers to ultimately generate greater engagement, occupier attraction and retention.
So how do we prioritise individual occupier experiences when we operate across larger portfolios? To meet the unique needs of each owner and occupier, we’re reframing how we use the growing supply of operational data. We’re continuing to work with an expanding number of smart building systems, IWMS platforms, digital twins and AI-enabled tools. The data from these systems, sensors and platforms helps us make better informed decisions about cost, performance and sustainability. Our new analytical reporting platform ‘DisplAY’ provides real time data that delivers:
- Improved operational efficiencies by streamlining processes and reducing downtime through proactive maintenance tracking and service level agreement (SLA) management.
- Data-driven strategic planning, allowing for informed and evidence-based decision making relating to property acquisition, divestment, refurbishment and sustainability initiatives.
- Real-time reporting to clients, backed by visual analytics and performance summaries.
- Compliance and risk mitigation by identifying and addressing compliance gaps across health, safety and environmental standards.
With these capabilities, we’re harnessing data that we will use to design the best experience for owners and occupiers alike.
Organisations in the UK are under increasing pressure to deliver on net-zero targets and climate resilience goals. Sustainability is a core part of how the property industry works today, and it’s central to everything we do. The benefits are clear: it adds value, boosts building performance, and supports the people who use those spaces. But staying on top of it takes real commitment and as environmental and social expectations keep shifting, businesses need to keep adapting.
Our property and facilities teams conduct strategic planning to ensure that properties comply with regulations and organisations meet climate-related goals. While the goals are often clear, it can be difficult to determine how to meet them. We aim to help our clients translate carbon footprint reductions into actionable initiatives (e.g., retrofit plans, energy management). By managing risks, spotting opportunities, and offering practical advice we can help our clients stay ahead of their goals.
As the workplace continues to transform, so too must the role of facilities management. Today’s property and facilities professionals are not just caretakers of buildings, they are strategic partners, experience designers and sustainability champions. By embracing human-centred thinking, leveraging intelligent platforms and driving climate-conscious innovation, we’re reshaping the value we deliver. The future of facilities management is dynamic, data-driven, and deeply attuned to the evolving needs of owners and occupiers – and we’re ready to lead that change.
To find out more about our diverse range of innovative property and facilities management services and Avison Young’s brand-new Connected Portfolio Intelligence Platform – ‘DisplAY’ please contact Cerys Jones.
- Director
- Real Estate, Facilities & Infrastructure Management
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