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Norland, one of the UK and Ireland’s leading facilities, energy and project management companies has been appointed by British Airways to provide mechanical, electrical maintenance and grounds services at Heathrow. Norland's services will include the engineering facilities, Terminal 3 and 5, Gatwick, regional sites in Manchester and Newcastle as well as BA’s corporate offices and data centres. Norland will provide a professionally-managed, high-quality, planned preventative maintenance service to increase asset life, reduce breakdowns and improve efficiencies. New processes and technology innovations will drive this change. A key objective will be to deliver quality improvement across the contract and re-balance the maintenance regime from reactive to planned. Norland will be working to a set of internal and external customer service targets, health and safety indicators and financial goals. Specific environmental objectives have also been set including the need to reduce energy consumption by 5%. Steve Probert, British Airways Property Operations Manager, said: “The vision of the Facilities Management 2013 programme was to provide ‘best in class’ services across all FM operations, in a cost effective manner that delivers excellence to our internal and external customers. The decision to appoint Norland to provide hard services supports this vision and provides flexible service provision and improved business processes. Norland clearly demonstrated how they will provide the value-add we need”. Service delivery will be managed from a series of hubs tailored to the specific needs of each part of the estate portfolio. Each hub will consist of the skill-set and suite of procedures and technologies required for successful service delivery. John Maidment, Group Services Director at Norland said: “The British Airways contract is varied and challenging. It’s public facing, has considerable security and safety considerations and a mix of passenger and cargo requirements, data centre environments, passenger terminals and office buildings. It’s the kind of contract we like because we really get to show the full extent of our capabilities”. A central helpdesk will provide 24 hour, 7 day a week cover across the entire estate.