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RESPONSIBLE PROPERTY MANAGEMENT TOOLKIT

  • HOW TO USE THIS TOOLKIT
  • MANAGING ENVIRONMENTAL RISK
  • OPERATIONAL MANAGEMENT
  • RATINGS & CERTIFICATIONS
  • ENERGY
  • WATER
  • WASTE
  • TRANSPORT
  • SOCIAL VALUE
  • SUPPLY CHAIN MANAGEMENT
  • FIT-OUT & ALTERATIONS
  • OCCUPIER ENGAGEMENT
    • GN11.1: Building User Guide
    • GN11.2: Engaging Occupiers
    • GN11.3: Service charge considerations
  • BIODIVERSITY
  • HEALTH & WELLBEING

GN11.1: Building User Guide

Guidance Note purpose 

The purpose of this Guidance Note is to provide asset managers, property managers and facilities managers with information relating to the preparation of a Building User Guide. 

Context 

A Building User Guide is a pack of information which provides occupants and visitors to a building with a quick and simple way to locate general information regarding the operation of the building. 

A Building User Guide should provide a level of detail appropriate for the individuals that occupy or otherwise use a property.  Technical details that may be more relevant to individuals running or managing a property should be included in the building manual.  

Importance 

Building User Guides provide an opportunity for an asset or property manager to set out their intentions for how the building should be used and to communicate the processes that are in place to achieve that aim. 

A Building User Guide is particularly important in the context of sustainability.  As occupiers interact with the building on a day-to-day basis, their awareness of a property’s design intentions, policies and process is necessary to improve the operational efficiency and quality of the internal environment. 

As a Building User Guide may be the first form of interaction between occupiers and a property, including information on its sustainability features and design considerations can set the sustainability tone and expectations for a property’s occupation.  This can help to: 

  • Demonstrate as asset manager’s commitment to sustainability. 
  • Contextualise how a property manager integrates sustainability into the operation of a property.   
  • Inform occupiers how they can engage with the wider building team on sustainability.  
  • Generate collaborative working between asset, property and facilities managers and occupiers to effectively reduce the environmental impact of the built environment. 

Responsibilities & Interests

The table below summarises the key activities associated with A Building User Guide, and highlights where asset managers, property managers and facilities managers are likely to have a responsibility or specific interest. 

  • AM - Asset Manager
  • PM - Property Manager
  • FM - Facilities Manager

Step 1: Hold a kick-off meeting  

Stakeholder:

Step 2: Scope the sections of the Building User Guide 

Stakeholder:

Step 3: Draft, agree and design the content  

Stakeholder:

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How to

Intro

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Usually, the preparation of a Building User Guide is coordinated by the property manager with input from the asset manager and facilities manager.  The development of a Building User Guide should be informed by the following steps: 

Step 1: Hold a kick-off meeting

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It is important that an asset manager and property manager hold an initial meeting to discuss how a Building user Guide should look and to set the parameters for what it should contain.  This will help to ensure that the Building User Guide meets the asset manager’s requirements, for example: 

  • Highlighting key property attributes. 
  • Agreeing high level content. 
  • Setting the document format style. 
  • Scoping final design preferences. 

Step 2: Scope the sections of the Building User Guide

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Based on the high-level content preferences agreed with an asset manager, a property manager and facilities manager should work together to scope the detailed sections. These may include: 

Introduction/Welcome 

An introductory statement to welcome occupiers to the building, the asset manager, property manager and facilities managers, and including appropriate contact details. 

Philosophy/Mission Statement: 

A description of the sustainability ambition for the property or portfolio. This may not be relevant for every property, however certain properties or asset managers may have a particular vision that it would be useful to communicate to occupiers.  

Overview of the Building and its Environmental Strategy: 

This should highlight points including, for example: 

  • The measures in place to reduce the environmental impact of the property. 
  • The processes used to monitor and report the performance of the building. 
  • Particular design features aimed at improving the performance of the building. 
  • Any environmental certifications that the building has achieved. 
  • Whether there are any performance targets that are required to be met. 

For new or recently refurbished properties, it may also be useful to provide an overview of the design criteria and specification. 

Overview of the Building Services 

This should include a list of the building services and facilities that are provided and maintained as part of the service charge.  The areas covered by the service charge and basis of calculation, along with a definition of occupier demised areas, should also be described. 

It would also be beneficial to also include contact for occupiers to use should they need to report any issues with the facilities or services.  

Occupier Engagement 

This should include information about how the property and facilities managers would like to engage with occupiers on a regular and reactive basis. This could include, for example, information about: 

  • Regular occupier meetings. 
  • Digital occupier portals. 
  • Apps. 
  • How to arrange one-to-one meetings. 

If there is an occupier sustainability forum for the building, these should be included within this section, including how occupiers can get involved.  

If relevant, this section could also include an outline of occupier responsibilities and expectations, such as, for example: 

  • Tenant contacts for facilities management. 
  • Accounts and building contacts. 

Fit-Out, re-fit and refurbishment arrangements 

This section should include reference to the relevant fit-out guide in relation to any tenant alterations or fit out works. 

The information: 

  • Should not be too technical and should refer readers to the fit-out guide, and the operation and maintenance manuals. 
  • Should provide an overview of the maintenance programme for the building, as well as considerations for re-fitting/refurbishment, such as location of services, load bearing walls and access arrangement. 

Location and Access 

This section should identify the main access points, transport connections and car/cycle parking arrangements.  Facilities to promote low carbon transport, such as electric vehicle chargers, car share schemes, local walking, running and cycling routes, and cycle amenities, for example, should also be described.  

Health and Safety 

This section should include information on the health, safety and environment procedures for the building.  This should highlight key documents, such as fire strategy, fire risk assessment, asbestos management plan, and water managements.  Tenant contractor arrangements, access regulations, and restrictions should also be referenced. 

The statutory documentation which property managers require to updated regularly by occupiers, such as their own fire risk assessments and air conditioning certificates should also be highlighted. 

Step 3: Draft, agree and design the content

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A property manager should co-ordinate the process of preparing content for each section of the Building User Guide. Considerations should include: 

  • Keep the document simple, easy to read and navigate. 
  • Avoid including technical information that is better suited to a building manual. 
  • Ensure that the content is relevant, easy to read, and succinct. 
  • Don’t include too much block text as it can deter people from engaging with the content. 
  • Signpost information throughout the document using section headings. 
  • Keep the document brief but ensure all required topics are covered. 
  • Make the document available both physically and digitally, and make sure it is stored somewhere that is easily locatable, for example, building reception, tenant portal. 

It is important that a property manager provides an asset manager with the opportunity to review the draft content of a Building User Guide. The final draft of the document should be designed in line with the preferred style in advance of distribution to occupiers and other building users. 

  • BBP How to guide: building user guide

    pdf | 81.5 KB

Related Guidance Notes 

The following Guidance Notes contain related information: 

  • GN2.1: An asset register 
  • GN2.4: Maintenance, monitoring and the property management cycle 
  • GN3.1: Ratings and certifications 
  • GN4.1: An energy policy 
  • GN4.4: Advanced metering 
  • GN4.7: Benchmarking energy use and setting targets 
  • GN4.9: Energy efficiency opportunities 
  • GN5.3: Benchmarking water use and setting targets 
  • GN5.4: Water efficiency opportunities
  • GN6.3: Site Waste Management Plans 
  • GN6.4: Waste opportunities 
  • GN7.1:Sustainable transport opportunities 
  • GN7.2: Electric vehicle charging facilities 
  • GN8.3: Social value opportunities 
  • GN10.1: The fit-out process 
  • GN10.2: Alterations and dilapidations 
  • GN11.2: Engaging occupiers 
  • GN11.3: Service charges 
  • GN12.2: Valuable green spaces
  • GN13.3: Occupier satisfaction surveys  
  • GN13.4: Reviewing health and wellbeing   

Additional Resources

  • Better Building Partnership Green Lease Toolkit
  • BBP Green Building Management Toolkit 
  • BBP Soft Landings: The Benefits To Commercial Property Owners 
  • BBP Owner Occupier Forum 

RESPONSIBLE PROPERTY MANAGEMENT TOOLKIT

  • HOW TO USE THIS TOOLKIT
  • MANAGING ENVIRONMENTAL RISK
  • OPERATIONAL MANAGEMENT
  • RATINGS & CERTIFICATIONS
  • ENERGY
  • WATER
  • WASTE
  • TRANSPORT
  • SOCIAL VALUE
  • SUPPLY CHAIN MANAGEMENT
  • FIT-OUT & ALTERATIONS
  • OCCUPIER ENGAGEMENT
    • GN11.1: Building User Guide
    • GN11.2: Engaging Occupiers
    • GN11.3: Service charge considerations
  • BIODIVERSITY
  • HEALTH & WELLBEING

Solutions Scrapbook

Grosvenor Tests Wellbeing and Efficiency Plans Through its London Office

Grosvenor Britain & Ireland has introduced a range of new technologies at its London office to test the potential for rollout across its London estate in the West End. They include biophilic design, green living walls, pollution-neutralising paint, ultra-low water-use toilets, a wellbeing room, a maternity room, smart lighting and a highly successful delivery consolidation programme.

Read the case study here.

Grosvenor Britain & Ireland Takes a Lead on Sustainability

To accelerate positive change and achieve Grosvenor Britain & Ireland’s challenging new sustainability goals by 2030, the company’s senior leaders have completed sustainability leadership training and taken on personal responsibility for sustainability. The business has also launched a Supply Chain Charter for partners to help fundamentally change the way its buildings and public realm are designed, constructed and operated.

Read the case study here.

Savills Rolls Out BREEAM In-Use After Results at 5 Aldermanbury Square

In 2014, Savills completed its first BREEAM In-Use certification at 5 Aldermanbury Square, for property owner Deka Immobilien. The building achieved BREEAM Very Good for asset performance and Good for building management. Building on this experience, Savills is now completing BREEAM In-Use assessments in 13 additional buildings. By undergoing third-party verified assessments of sustainability management and performance in the buildings it manages, Savills is emphasising its commitment to best practice in this area.

Read the case study here.

Workman Delivers on Sustainability at Two Rivers

At Two Rivers Shopping Park in Staines, the Centre Manager has engaged with store and restaurant managers on a range of sustainability initiatives – significantly increasing recycling, promoting local biodiversity, encouraging green travel and improving energy efficiency.

Read the case study here.

British Land's Fit-out Waste Guidelines

Following a successful pilot during the fit-out of 201 Bishopsgate and The Broadgate Tower, British Land has published guidance on managing fit-out waste. The company now encourages occupiers and building management teams to apply this approach on all major fit-out projects.

Read that case study here.

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