What Facilities Managers Should Look for in a Building Maintenance Contractor

Choosing the Right Contractor Can Save Time, Money and Headaches

Facilities Managers play a critical role in ensuring buildings remain safe, compliant, functional, and fit for purpose. Whether managing a single commercial property, a portfolio of retail units, healthcare facilities, educational buildings, housing stock, or industrial sites, the performance of your maintenance contractor can have a significant impact on day-to-day operations.

Unfortunately, not all building maintenance contractors deliver the same level of service. While many businesses focus primarily on price when selecting a contractor, the cheapest option can often become the most expensive when poor communication, delayed response times, inconsistent workmanship, and missed deadlines start affecting operations.

A reliable maintenance contractor should be more than simply a company that carries out repairs. They should become a trusted partner that helps protect your assets, reduce risk, improve compliance, and support your long-term property strategy.

In this guide, we'll explore the key qualities Facilities Managers should look for when appointing a building maintenance contractor.

Understanding the Role of a Building Maintenance Contractor

Modern building maintenance extends far beyond fixing problems when they occur.

A professional maintenance contractor may provide support for:

• Reactive repairs

• Planned preventative maintenance

• Building fabric repairs

• Internal refurbishments

• External maintenance

• Compliance-related works

• Minor projects

• Property improvements

• Void property refurbishment

• Emergency response services

The right contractor helps Facilities Managers maintain operational continuity while ensuring buildings remain safe, compliant, and presentable.

Reliability Should Be Your First Priority

Perhaps the most important quality in any maintenance contractor is reliability.

When an issue arises, Facilities Managers need confidence that the contractor will:

• Respond promptly

• Arrive when promised

• Complete works professionally

• Communicate throughout the process

• Deliver solutions rather than excuses

Unfortunately, many organisations have experienced contractors who fail to attend appointments, repeatedly delay works, or leave jobs incomplete.

Reliability reduces stress, improves operational efficiency, and helps Facilities Managers maintain control over their properties.

Before appointing a contractor, consider:

• How quickly they respond to enquiries

• Whether they provide clear quotations

• Their communication style

• Their reputation within the industry

• Their ability to provide references

The way a contractor handles the tender process often reflects how they will perform after appointment.

Response Times Matter

Commercial property issues don't always occur during office hours.

A leaking roof, damaged entrance door, burst pipe, or security issue can quickly disrupt operations if not addressed promptly.

Facilities Managers should assess:

• Emergency response capabilities

• Out-of-hours support

• Average attendance times

• Escalation procedures

• Communication processes

The ability to respond quickly can significantly reduce both repair costs and operational disruption.

When evaluating contractors, ask how they manage emergency situations and what service levels they can realistically provide.

Look for Multi-Trade Capability

Managing multiple contractors for different trades can become time-consuming and inefficient.

Facilities Managers often benefit from partnering with contractors who offer a broad range of services under one roof.

These may include:

• General building works

• Joinery

• Decorating

• Brickwork

• Roofing repairs

• Groundworks

• Flooring repairs

• Property maintenance

• Refurbishment projects

Using a multi-trade contractor can provide several benefits:

Reduced Administration

Fewer suppliers means fewer purchase orders, fewer invoices, and less contractor management.

Faster Project Delivery

Multiple trades can be coordinated more effectively.

Consistent Standards

A single contractor can ensure quality remains consistent across different work types.

Simplified Communication

Facilities Managers only need one point of contact.

For organisations managing multiple sites, this can create significant efficiencies.

Health and Safety Compliance Is Non-Negotiable

Health and safety should never be viewed as a box-ticking exercise.

Commercial property owners have legal responsibilities regarding the safety of employees, visitors, tenants, and contractors.

A reputable maintenance contractor should demonstrate:

• Comprehensive risk assessments

• Method statements

• Appropriate insurances

• Health and safety policies

• Ongoing training

• Safe systems of work

Facilities Managers should feel confident that contractors understand their responsibilities and actively promote a positive safety culture.

Requesting evidence of safety procedures before appointment is good practice.

Experience in Commercial Environments

Commercial properties often present challenges that differ significantly from residential projects.

For example:

• Work may need to be completed outside trading hours.

• Occupied environments require careful planning.

• Security requirements may be more stringent.

• Compliance standards may be higher.

• Disruption must be minimised.

An experienced commercial contractor understands how to work efficiently within operational environments while maintaining professionalism and safety.

Relevant sector experience may include:

• Retail

• Hospitality

• Education

• Healthcare

• Housing associations

• Local authorities

• Industrial facilities

• Leisure venues

The more familiar a contractor is with your sector, the more effectively they can support your requirements.

Strong Communication Is Essential

One of the most common frustrations Facilities Managers experience is poor communication.

Examples include:

• Unanswered emails

• Missed updates

• Delayed reporting

• Lack of progress information

• Unclear timescales

A good contractor should provide:

• Regular updates

• Clear points of contact

• Progress reports

• Photographic evidence where appropriate

• Prompt responses to enquiries

Transparent communication builds trust and enables Facilities Managers to keep stakeholders informed.

Quality of Workmanship

Price is important, but quality should never be compromised.

Poor workmanship can lead to:

• Repeat repairs

• Increased costs

• Operational disruption

• Reputation damage

• Occupant complaints

When evaluating contractors, ask to see examples of:

• Completed projects

• Refurbishment works

• Maintenance programmes

• Client testimonials

• Case studies

Consistent quality often indicates strong management, experienced operatives, and robust quality control processes.

Planned Maintenance Capability

Many Facilities Managers are moving away from purely reactive maintenance models.

Planned maintenance programmes help organisations:

• Reduce emergency repairs

• Improve budget forecasting

• Extend asset lifespan

• Improve compliance

• Enhance building performance

A contractor that can support both reactive and planned maintenance creates greater continuity and allows issues to be identified before they become major problems.

Look for contractors who proactively recommend improvements rather than simply responding to faults.

Reporting and Documentation

Good reporting provides Facilities Managers with valuable information for decision-making.

Useful reporting may include:

• Inspection findings

• Repair recommendations

• Asset condition reports

• Photographic records

• Budget forecasts

• Compliance documentation

Clear records also support auditing, budgeting, and long-term property planning.

The best contractors help clients understand not only what has been repaired, but also why issues occurred and how future problems can be prevented.

Scalability and Capacity

Your contractor should be capable of supporting both current and future requirements.

Consider:

• Number of operatives

• Geographic coverage

• Supply chain relationships

• Project management capabilities

• Resource availability

As your property portfolio grows, your maintenance partner should be able to grow alongside you.

Facilities Managers should seek long-term partnerships rather than short-term solutions.

Value Rather Than Lowest Cost

Many procurement decisions focus heavily on obtaining the lowest quotation.

However, value is not always the same as cost.

A contractor offering:

• Better response times

• Higher quality workmanship

• Stronger communication

• Greater reliability

may ultimately deliver better overall value than a lower-cost alternative.

The true cost of maintenance should consider:

• Downtime

• Repeat visits

• Tenant complaints

• Emergency call-outs

• Asset deterioration

Choosing a contractor based solely on price often results in higher long-term expenditure.

Building Long-Term Partnerships

The most successful Facilities Managers often develop long-term relationships with trusted contractors.

These partnerships provide:

• Improved understanding of assets

• Faster response times

• Greater consistency

• Better planning

• More efficient budgeting

Contractors become familiar with buildings, operational requirements, and client expectations, allowing them to provide increasingly proactive support.

Long-term relationships also create opportunities for continuous improvement and strategic planning.

Questions Facilities Managers Should Ask Before Appointing a Contractor

Before making a decision, consider asking:

• What sectors do you currently support?

• Can you provide client references?

• What is your emergency response capability?

• Do you offer planned maintenance programmes?

• How do you manage health and safety?

• What reporting systems do you use?

• Can you support multiple sites?

• What trades do you provide in-house?

• How do you ensure quality control?

• What makes your service different from competitors?

The answers will provide valuable insight into how the contractor operates.

How Northern Trade Solutions Supports Facilities Managers

At Northern Trade Solutions, we work alongside Facilities Managers, property managers, housing providers, retail operators, schools, healthcare providers, and commercial organisations throughout Lancashire and the North West.

Our services include:

• Reactive Repairs & Maintenance

• Planned Maintenance

• FM Support Services

• Commercial Refurbishment

• Shop Fitting & Refits

• Void Property Works

• General Building Works

We understand the challenges Facilities Managers face and pride ourselves on delivering reliable, professional, and responsive support that helps clients maintain safe, compliant, and efficient properties.

Conclusion

Choosing the right building maintenance contractor is one of the most important decisions a Facilities Manager can make.

The ideal contractor should offer reliability, strong communication, commercial experience, multi-trade capability, quality workmanship, and a proactive approach to maintenance.

While cost will always be a consideration, long-term value is often determined by the contractor's ability to reduce disruption, protect assets, and provide consistent support.

By selecting the right maintenance partner, Facilities Managers can improve operational efficiency, reduce risk, and gain confidence that their buildings are in safe hands.

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What Facilities Managers Should Look for in a Building Maintenance Contractor

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How to Choose the Right Commercial Building Maintenance Contractor

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Discover the key qualities Facilities Managers should look for when choosing a building maintenance contractor, from reliability and compliance to response times and workmanship.

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Reactive Repairs & Maintenance

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Planned Maintenance

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Commercial Refurbishment

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Shop Fitting & Refits

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Void Property Works

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FAQ Section

What does a building maintenance contractor do?

A building maintenance contractor provides repair, maintenance, refurbishment, and property improvement services to keep commercial buildings safe and operational.

Why is response time important for maintenance contractors?

Fast response times minimise disruption, reduce damage, and help maintain business continuity.

Should I choose the cheapest contractor?

Not necessarily. Reliability, quality, communication, and long-term value are often more important than the lowest initial cost.

What is planned maintenance?

Planned maintenance involves scheduled inspections and preventative repairs designed to reduce unexpected failures and extend asset lifespan.

Can one contractor handle multiple trades?

Yes. Multi-trade contractors can often provide building, joinery, roofing, decorating, maintenance, and refurbishment services through a single point of contact.