A shift is taking place in the office property industry, forcing fundamental change in the relationship between owners, property managers and occupiers. Following on from the BCO report ‘Building Performance’, published in 2015, this new research, commissioned by the BCO Occupier Group and sponsored by British Land, Broadgate Estates, CBRE and Legal & General, provides a best practice guide to services and management standards in multi-occupied office buildings. It also provides a Building Scorecard which will measure how well an office building is performing, viewed from the perspective of the owner, property manager and occupier. Office Service Standards and Customer Experience highlights the need for a revolution in the property industry’s approach to delivering service, based on customers’ requirements ‘from space as a commodity’ to ‘space as service’. It also forms the basis for a consultation with the BCO members on the format of a new BCO Customer Experience Award which will recognise those owners and their managers that are running buildings in a truly innovative and customer focused way.

A shift is taking place in the office property industry, forcing fundamental change in the relationship between owners, property managers and occupiers.