Horizon Scotland Centre

The Challenge

Highlands and Islands Enterprise (HIE) took the opportunity of a change in the management contract of their flagship Horizon Scotland Business Centre, to refresh their approach.

HIE is the Scottish Government’s economic and community development agency for the north and west of Scotland.  Their purpose is to generate sustainable growth and integrate economic and community development across the Highlands and Islands –a diverse region covering more than half of Scotland.

In 2013, KEY won the open tender to operate the Horizon Scotland Business and Innovation Centre, located in Forres Enterprise Park.

“KEY brought the building to a fully compliant position, while at the same time providing a friendly, professional and efficient service, as is evident in high levels of occupancy, tenant satisfaction, meetings and events”

Head of Regional Development, Highlands and Islands Enterprise

The Solution

A tailored solution encompassing the full range of the client’s Facilities Management requirements.

Priority 1: A fully compliant building. We achieved HIE’s key priority within two months.  Immediate issues resolved included boiler and water cooler maintenance and servicing, and an outstanding 5-year electrical test and portable appliance testing (PAT).  In addition, we repaired the emergency lights.  We also initiated a regular testing regime for these, as well as for water temperature, air-conditioning and fire extinguishers.

After several attempts to improve the performance of the incumbent cleaning company, we replace them with a new supplier able to deliver the requisite high standards.  For energy savings and carbon reduction, we worked with HIE to replace ceiling and exterior lights with energy efficient LED lamps.  70% of these were not functioning when we arrived. In the car park, we repaired lamp-posts and worked with HIE and Moray Council to promote sustainable travel by introducing bike racks and recharging points for electric vehicles.

Priority 2: A high-performing centre and Community Hub. Our first action was to organise a well-attended Forum, where tenants of Horizon Scotland and the Enterprise Park came together to explore opportunities for business collaboration.  To promote the Community Hub concept, we worked with HIE to convert the staff kitchen into a successful café.  A new marketing campaign by HIE backed up by our improvements culminated in the centre achieving full occupancy for the first time in its 10 year history.

Priority 3: Optimal operations. Throughout the contract we organised and chaired formal monthly meetings with HIE to report on progress and discuss our performance against agreed Key Performance Indicators.  We provided Horizon Scotland with ongoing behind-the-scenes support, including managing supplier invoices and creating a secure, accessible cloud-based filing system.



Occupancy for the First Time in 10 years

£ Cost Savings in the First Year

Months to Achieve Full Compliance

Sq Feet of Happy Offices!

Added "True FM" Value:

Community Facilitation

Upfront, our well-attended Forum forged new connections within the Enterprise Business Park.

Places which Nurture Community

The Fresh Horizons café was opened up to everyone in the Enterprise Park and became a great success.

Measuring Success

Our KPIs indicated a significant increase in meeting bookings, and tenant satisfaction, according to an in-house survey.

Image of the horizon business centre cafe

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