Integrated facilities management (IFM) is a model where one provider manages most or all of a building’s facilities services, both hard services such as maintenance and soft services such as cleaning, reception, security and catering, under a single contract with one account team, one helpdesk and one set of performance measures. The alternatives are single-service contracts, where each service has its own supplier, and bundled contracts, where a provider delivers a few related services together. IFM can cut management time and improve consistency, but it also concentrates risk in one supplier, so it suits some organisations better than others.
This guide explains how IFM works, how it compares with other models and how to decide which is right for you.
The three main FM delivery models
| Model | How it works | Best for |
|---|---|---|
| Single-service | Separate contracts for cleaning, security, maintenance and so on | Organisations with strong in-house FM teams that want specialist suppliers |
| Bundled services | One provider delivers a group of related services, often soft FM such as cleaning, front of house and car park | Mid-sized organisations wanting fewer suppliers without full outsourcing |
| Integrated FM (IFM) | One provider manages all or most hard and soft services, self-delivering some and subcontracting others | Large or multi-site estates that want a single point of accountability |
Our guides to hard FM vs soft FM and in-house vs outsourced FM explain the building blocks behind each model.
How an IFM contract works
- One account team led by a contract or account manager.
- One helpdesk and computer-aided facilities management (CAFM) system for all requests.
- Self-delivery and supply chain: the provider usually delivers core services with its own staff and manages specialists such as lift or fire alarm engineers.
- One set of KPIs and service level agreements, often with a balanced scorecard.
- Single invoice and consolidated reporting.
- Continuous improvement: the provider is expected to find savings across services.
Benefits of IFM
- Less management time: one contract to manage instead of many.
- Clear accountability: no gaps or finger-pointing between suppliers.
- Consistent standards across sites and services.
- Better data: one helpdesk and reporting system gives a full picture of the estate.
- Potential savings from shared management, multi-skilled teams and economies of scale.
Risks and drawbacks
- Dependency: if the provider underperforms, every service is affected.
- Diluted specialism: a provider may be strong in maintenance but weaker in front of house, or the other way round.
- Hidden subcontracting: services may be passed down the supply chain with an extra margin.
- Harder to exit: re-tendering an integrated contract is a big project, and TUPE often applies. See our guide to TUPE in FM contracts.
- Less flexibility to swap out a single poor service.
Is IFM right for you? A quick checklist
- Do you manage multiple sites or a large single site?
- Is your in-house FM team small or stretched?
- Do you value one point of accountability more than best-in-class specialists?
- Do you have good data on current costs and performance?
- Are you ready to invest in a thorough tender and mobilisation?
If you answer yes to most of these, IFM may be a good fit. If not, a bundled soft services contract alongside a specialist maintenance contract is often a more flexible middle ground.
Moving to a new model
Whichever model you choose, a clear specification, a fair evaluation and a well-run mobilisation make the difference. Our guides on what to include in an FM tender brief, the 90-day mobilisation plan and switching FM providers without disruption walk through each step.
Looking for a bundled soft FM partner?WWSG brings cleaning, front of house, car park and support services together under one contract.
Frequently Asked Questions
What is integrated facilities management?
A model where one provider manages all or most hard and soft facilities services under a single contract, with one helpdesk and one set of KPIs.
What is the difference between IFM and bundled services?
Bundled contracts cover a group of related services, often soft FM. IFM covers the full range of hard and soft services across the estate.
Is IFM cheaper?
It can be, through shared management and economies of scale, but savings depend on scope, the provider and how well the contract is managed.
What are the risks of IFM?
Dependency on one provider, weaker specialist services, hidden subcontracting and a more complex exit.
Talk to WWSG
Not every organisation needs full IFM. WWSG specialises in soft facilities management, delivered by our own trained teams. Contact us to compare options.