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Fasset Continues to Raise the Bar in Service

Fasset Continues to Raise the Bar in Service
Created on 16/12/2010 10:17:00

Langstone Technology Park - one of the South Coast’s leading business parks – recently played host to the fifth Havant Skills and Employability Annual Conference, this year attended by over 100 delegates.


Langstone Technology Park - one of the South Coast’s leading business parks – recently played host to the fifth Havant Skills and Employability Annual Conference, this year attended by over 100 delegates.

Held at the 180-seat auditorium, the event was entitled Business-led Recovery and focused on ways companies and organisations in the Solent region are steering the local economy out of the worst recession since the Second World War.
 
A panel of high-profile speakers included Gary Medlow, Managing Director of Fasset, operator of Langstone Technology Park. He spoke about ‘Weathering the Recession’, using the Fasset experience of what was required to survive the worst global recession in 70 years.
 
Mr Medlow told the audience how Fasset’s 90 staff at Langstone Technology Park, rather than reining in service provision for occupiers, they raised the bar still further in a bid to retain them – and the gamble paid off.
 
That attentiveness to the existing client base was rewarded with a very credible retention rate of 100% in 2010 and an overall onsite customer satisfaction score of 91% against a national average of below 50%.
 
Langstone Technology Park has over 3,400 people pass through its doors every day, with 35 companies on site. The park is now running at around 90% occupancy since the arrival of a number of larger companies in 2010, including Scottish & Southern Energy; and the launch of the new flexible business suites.
In autumn 2010 Fasset celebrated filling nearly 56,000 sq ft (5,202 sq m) of business space over 12 months despite the most challenging economic conditions in a generation.
 
A core plank of the recession-weathering strategy was to continue investing in the park, creating ‘shop window’ interactive websites to generate business leads, developing business suites for smaller firms, which are now almost full, and building a 52-place nursery (due to open in January 2011).
 
New facilities opened onsite for all tenants included wireless zones for internet connectivity and dedicated cycle parking (pictured below), changing rooms with shower facilities, occupational health centre and a car sharing scheme.
 
“We could have taken the option to cut costs during the downturn but we decided to challenge traditional thinking and change our strategy to raise the standard bar even higher,” Mr Medlow told delegates.
 
He explained how excellence in service was achieved through the rigorous application of business process management, down to the finest details, with the deployment of quality measurement tools and key performance indicators throughout the business.
 
He also spoke about growing the confidence of the housekeeping staff and breaking down training barriers by offering the opportunity, in partnership with the local college, to attain an industry standard NVQ. The message of this new programme was ‘exceptional is the new acceptable’ and it has been a great starting point. Corporate branded uniforms were also introduced so customers could easily identify Fasset staff if they required assistance; and for the staff it gave them a real identity and pride in their job.
 
In an example of how Fasset staff go the extra mile for occupiers, Mr Medlow recounted how IT staff cleared snow from a delivery access road at the Park during the cold snap in January 2010, freeing a stranded delivery lorry with essential production materials for an occupier.
 
“What they did, unprompted, made me very proud and typifies Fasset’s service ethic,” he said.
 
The Park has 649,601 sq ft (60,350 sq m) of workspace which can be configured to deliver flexible Grade A property solutions for office, call-centre, research and development, technology, data centre and manufacturing requirements.
 
Occupiers include leading-edge companies such as Xyratex, the NASDAQ-listed data storage systems specialist, electronics brand Hitachi, telecoms giant AT&T, independent data handler ITS and Kinetics, which provides property solutions to nearly 250,000 social housing homes throughout the UK.
 
All occupants have access to meeting rooms, free parking, café, shop, restaurant and gym facilities. Office space is offered with a choice of flexible leases and terms and can be fitted out pretty much exactly as the customer requires.
 
Fasset is responsible for management of the Park, which has 1,000 suppliers, including mechanical and electrical maintenance, landscaping, security, housekeeping, catering, hospitality and helpdesk.
 
Other speakers at the conference included: Councillor Tony Briggs, Leader of Havant Borough Council; Sue Love, Human Resources Director at Pfizer; Jonathan Cheshire, Chief Executive of the Wheatsheaf Trust; Jimmy Chestnutt, the Chief Executive of Hampshire Chamber of Commerce, which has 2,000 members employing 150,000 people; Paul Kinvig, Chief Executive of Hampshire Economic Partnership; Chris Allington, Managing Director of Oxford Innovation and Deputy Chairman of PUSH Skill and Employability Board; and Dr Ajay Sharman, Regional Director of STEMNET for London and the South East – STEM standing for Science, Technology, Engineering and Mathematics.
 
PUSH - Partnership for Urban South Hampshire - was established in 2003 to collaborate on improving the economic performance of South Hampshire. While South Hampshire is now the largest urban area in the south of England, outside London, it still lags behind the rest of the South East in economic performance.
 
Eleven local authorities, including Havant, joined forces to boost the economy and improve the quality of life for thousands of residents in the area. Their aim is to increase economic growth (GVA – Gross Value Added, a measure of economic output) from 2.7 per cent per year to 3.5 per cent by 2026. This means adding £13bn to the region’s economy – or about £700m a year – and will bring South Hampshire into line with other prosperous areas in the South East.
 
Havant Skills and Employability Partnership contribute to the aims of PUSH.
 
Attendees at the conference came from the private, public and voluntary sectors. The delegate list included representatives from local businesses, schools, colleges, universities and employment and business support organisations.
 
Langstone Technology Park also hosted a ‘Breakfast Briefing’ for property investors and developers before the conference.  
 
Talks included a developer perspective by Shaun Adam of Bouygues Development UK, a market commentary by DavidMcGoughan of commercial property agency Lambert Smith Hampton and a focus on key sites in Havant by Frank Campbell, Corporate Director of Havant Borough Council.
 
Fasset’s blue-chip portfolio also includes Air Products Plc, the industrial gases multi-national, Ordnance Survey, the UK’s national mapping agency, utility Southern Water and Oclaro, a multi-national specialising in hi-tech optical components.
 
To find out why Langstone Technology Park should be the first choice for your business accommodation, or to hire the auditorium or meeting rooms, please ring  023 9249 7024 or click on to www.langtp.com
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