From maintaining buildings to improving performance

At Broadgate, one of London’s most complex mixed-use campuses, technical services play a critical role in keeping the estate operating efficiently, safely and sustainably. Bringing together offices, retail and public spaces within a high-demand, continuously operating environment, the campus requires more than a traditional approach to maintenance, it demands a model that is coordinated, responsive and forward-looking.

As the hard services maintenance partner, we work in close collaboration with British Land to deliver mechanical, electrical and public health services across the estate. Our role goes beyond maintaining assets. We focus on supporting long-term performance, improving efficiency and aligning with British Land’s 2030 Sustainability Strategy.

We deliver this through an embedded on-site team, working alongside specialist supply chain partners to ensure assets are not only maintained effectively, but continuously optimised. By combining our engineering expertise with digital tools and real-time insight, we are able to make informed decisions, prioritise activity and respond quickly to changing operational demands, while identifying opportunities to improve how the estate performs over time.

This approach reflects a wider shift in how technical services are delivered, where digital innovation is shaped not only through systems, but through collaboration, strategy and shared ambition. It is this collective focus on performance and our partnership with British Land that has led us to be recognised with the PFM Partners in M&E Award, 2025.

Using data to drive efficiency

A key focus of the contract has been the implementation of a Digital Maintenance approach, combining on-site engineering with remote data analysis to improve asset performance. This approach is underpinned by three core pillars; technology, data and people, ensuring that innovation is not only implemented effectively, but embedded into day-to-day operations.

Using advanced analytics platforms such as SkySpark, building systems are monitored in real time to identify inefficiencies, optimise controls and address issues before they escalate. The platform ingests data from multiple sources and uses built-in algorithms to highlight deviations in asset performance, enabling proactive intervention and clear reporting on building performance.

At Broadgate, where highly advanced buildings generate significant volumes of data, the differentiator lies in how that data is used. Rather than simply collecting information, our NG Bailey technical services team translate it into actionable insight to support better decision-making and measurable improvements in performance.

This approach was developed collaboratively with British Land, ensuring that data outputs, dashboards and reporting align with operational priorities.

The impact is clear across key buildings including 135 and 201 Bishopsgate and Broadgate Tower:

• £609,000 reduction in energy costs against baseline

• 2.35 million kWh energy savings

• 183 engineering hours reallocated to energy-focused activity.

Alongside this, digital initiatives such as paperless processes, digital logbooks and a fully digitised COSHH system with QR code access have improved compliance, accessibility and operational efficiency.

Enhancing visibility and client experience

Alongside performance improvements, NG Bailey has invested in systems that enhance transparency and collaboration with the client.

The implementation of JobLogic as a work order management platform provides a best-in-class customer portal, enabling real-time tracking of activities, improved communication and greater visibility of service delivery. This ensures that both NG Bailey and British Land teams are aligned, informed and able to respond proactively to operational needs.

Delivering improvements through collaboration

The success of initial digital pilots has enabled a wider rollout across multiple buildings, supported by close collaboration between NG Bailey, British Land and the supply chain.

This integrated approach ensures consistency in delivery while enabling continuous improvement across the estate. Our supply chain partners have played a key role in driving these efficiencies, including improved drainage servicing methods delivered by Flow Free Services saving approximately 30,000 litres of water within a single year, alongside labour efficiencies.

Developing skills and future capability

Addressing industry skills challenges is a key priority within our partnership with British Land, with our team introducing a General Maintenance Operative (GMO) pathway to create opportunities for individuals to develop into fully qualified technicians.

To date:

·         Nine GMOs have been supported into technical roles

·         Five have progressed to fully qualified technicians

·         Ongoing development includes Level 3 Diplomas and City & Guilds qualifications.

In addition, four apprentices are currently embedded across the campus, gaining hands-on experience within a live commercial environment.

Delivering social value

Aligned with British Land’s social impact objectives, NG Bailey has delivered £5.5 million in social value since the start of the contract. This includes local employment, apprenticeships, engagement with schools and colleges, and responsible supply chain investment.

These initiatives support both local communities and the long-term sustainability of the industry.

Our partnership with British Land and Broadgate demonstrate how a coordinated approach to technical services can deliver measurable improvements across a complex estate. By combining engineering expertise with a clear digital strategy, grounded in technology, data and people, NG Bailey aims to go beyond maintaining buildings, but actively improving how they perform for our clients.