Hard FM
Hard FM covers planned preventive maintenance and reactive fault handling for building fabric, M&E systems, plumbing, HVAC and technical operations, with documented escalation and reporting.
Avenir's Hard FM service covers planned preventive maintenance and reactive fault handling for the technical systems of commercial, industrial and logistics sites. The scope may include building fabric, mechanical and electrical systems, plumbing, HVAC, minor technical works, specialist subcontractor coordination and documented fault tracking.
Avenir sets the fault-reporting route, escalation points, provider responsibilities, intervention records and reporting rhythm with the client at mobilisation. Where specialist subcontractors are needed for HVAC, electrical, plumbing or statutory inspection work, they are coordinated through the agreed operating model rather than left as a hidden hand-off to the client.
Hard FM can run as a stand-alone technical operations service or alongside Avenir's Reception, On-site Security Guarding or Soft FM on the same site. In integrated setups, the reporting rhythm, escalation chain and operational contact points are aligned so the client receives one technical picture instead of fragmented provider updates.
Best fit
- Owners and operators of office buildings and business centres
- Logistics, warehouse and light-industrial sites with mixed technical systems
- Single-site occupiers needing one accountable technical operating model
- Multi-site portfolios consolidating fragmented FM provider coordination
- Sites where Hard FM should align with reception, security or Soft FM operations
What is included
- Planned preventive maintenance schedule for agreed assets and systems
- Reactive fault handling with agreed priority categories
- Documented fault log, intervention records and closure status
- Specialist subcontractor coordination for HVAC, electrical, plumbing and inspection tasks
- Statutory inspection coordination and documentation support where included in scope
- Monthly operations report covering open tasks, completed interventions, recurring issues and improvement points
How cooperation starts
Asset and condition review
We review the agreed assets, systems, technical condition, recurring faults and relevant provider group.
PPM schedule and priority categories
Together with the client, we define the preventive maintenance schedule, fault-reporting route and priority categories for reactive tasks.
Mobilisation and operations setup
We record provider responsibilities, specialist subcontractor involvement rules, escalation points and operational contact points.
Operate, log and report
Fault reports, interventions, status changes, closures and open tasks are tracked in a documented fault log and monthly report.
Review recurring faults and improvement points
Based on reports and operating experience, we review recurring faults, open risks and the next improvement points.
Trust signals
Named operational contact
The client receives a named operational contact for fault intake, escalation, provider coordination and reporting.
Priority-based reactive fault handling
Reactive jobs are classified by agreed priority categories at mobilisation, so urgent faults, routine tasks and planned work follow separate handling paths.
Specialist subcontractor coordination
HVAC, electrical, plumbing and inspection tasks can be delivered by specialist providers coordinated through the agreed operating model.
Documented fault log and monthly report
Fault reports, interventions, status changes and closures are recorded and summarised in a monthly operations report.
Integrated with reception, security and Soft FM
Where Hard FM runs alongside reception, on-site security or Soft FM, reporting, escalation and operational contact points are aligned for the same site.
Common questions
What does Hard FM mean?
Hard FM means the coordinated handling of technical operations, maintenance processes, fault reports and supplier coordination across sites. The goal is for technical operations to be transparent and documented.
How does Hard FM differ from Soft FM?
Hard FM focuses primarily on technical, maintenance and operational processes, while Soft FM is more closely linked to services that support daily operations, such as cleaning, landscaping or operational support. The two areas often work effectively together at the same site.
Can fault reports be handled as well?
Yes. Hard FM can include the design of how fault reports are received, routed, prioritised and escalated. The exact process should be defined based on on-site needs and contractual scope.
Does Avenir carry out all technical work itself?
It depends on the nature of the task and the contractual framework. The Hard FM service may include in-house coordination, the involvement of designated providers, subcontractor management, or coordination of client-side service providers.
Is there a guaranteed repair time?
Repair or response times depend on the site, task type, access conditions and the subcontractors required. Avenir can define priority categories at mobilisation so urgent faults, routine tasks and planned maintenance follow separate handling paths, but this does not create a universal guaranteed repair time.
Do we receive reports on the technical work?
Yes, agreed reporting can be part of the service. Reports may include fault reports, statuses, interventions, closed tasks, recurring issues and improvement recommendations.
When is it worth setting up a dedicated Hard FM process?
It is worth setting up a dedicated Hard FM process when technical faults, maintenance tasks, subcontractors and reporting are currently handled ad hoc or by several disconnected providers. A dedicated process gives the client a clearer fault route, priority categories, status tracking and reporting rhythm.
Can Hard FM be linked to security or gatehouse operations?
Yes. At many sites, the gatehouse, on-site security guarding or security technology operations are the first to detect a technical issue. Hard FM works well when the signals, responsible parties, providers and escalation points are aligned.
Related services
Contact
Hard FM covers planned preventive maintenance and reactive fault handling for building fabric, M&E systems, plumbing, HVAC and technical operations, with documented escalation and reporting.