Choosing the right facilities management company

Choosing the right facilities management company should be based on experience, and evidence.

In retail, choosing the right provider can mean the difference between a fridge failure that hits stock overnight, which needs to be written off. In a childcare setting, it can mean a compliance gap you only find during an audit.

Not every facilities management company operates the same way, and the differences often only show after signing. Knowing what to look for beforehand based on your own business is paramount.

Local or national, which fits your business?

A local operator can suit a single site. But if your business spans several locations, a national provider will bring one set of standards and the same service quality irrespective of location. For multi-site retail, childcare or health businesses like a gym, that consistency separates a well-run facility apart.

Check for industry experience and qualifications

Ask how long a provider has worked in your specific industry, not facilities management in general. A retail contractor should already know refrigeration and shrink risk. A childcare or health provider should understand the compliance checks specific to those settings, not just general trade licensing. It’s worth checking for recognised standards too, such as ISO 41001, the benchmark for facilities management systems.

What to ask before you sign

A conversation upfront saves months of frustration. Before signing, ask:

• Do you use your own trades, or subcontract most of the work?
• What reporting and data will I have visibility over?
• Is support available outside business hours?
• How flexible is the contract if our needs change?

How City works alongside you

At City, we work through a self-delivery partnership model: our own people, not subcontractors, look after your sites. That’s backed by a 24/7 contact centre and our Spark+ platform, which tracks energy use and asset performance so decisions are based on data. It’s how we simplify, optimise and transform facilities management across Australia.

Discover how our facilities management services can support your business

Frequently asked questions

1. Should I choose a local or a national facilities management company?

It depends on your site count. A local provider suits one location; a national provider suits businesses needing the same standard across many sites.

2. What questions should I ask before signing a contract?

Ask whether the provider self-delivers or subcontracts, what reporting you’ll receive and how flexible the agreement is.

3. Why does industry experience matter when choosing a provider?

Sector experience means a provider already understands your compliance needs, so it plans ahead rather than reacts.

4. How does a self-delivery model benefit my business?

Dedicated trades mean consistent quality and a team that knows your sites over time.

5. What’s the difference between hard and soft facilities management?

Hard FM covers electrical, HVAC, and refrigeration. Soft FM covers cleaning, grounds and hygiene. Most businesses need both.