Socios Invisibles

Invisible Partners

The pandemic has led to greater respect for people who, until a few months ago, had gone largely unnoticed. We are referring among others to those who make up the cleaning teams employed by most companies. “…now they even greet us and thank us…” they remarked in an assessment meeting with a client. How sad and at the same time what a pleasure to hear this; something is changing.

You might not have seen them in the offices if you haven’t been there since you started working remotely. Where they do go every day, is to shopping centres, restaurants, universities, hotels, and especially hospitals, where the standards of hygiene maintained are much higher than a few months ago. For this reason, cleaning has taken on a scale of importance hitherto unseen and this has led to us valuing more highly the work of professionals who have always been there but who have not been observed until now.

Providers have always delivered services within the framework of traditional contracts. In some cases, this is progressing towards more complex Facility Management models (incidentally, a FM model has nothing to do with whether greater or fewer services are provided under a single contract). In order to achieve this progress, these same providers have to adapt to rules and conditions, which, if effectively implemented, will be beneficial for both parties. Greater risk transfer or variable remuneration is compensated with longer contracts and a kinder win-win approach.

Working with service levels gives the customer-provider relationship added value. Yet this is not always the case, and when it fails, it is in fact due to an inappropriately termed “FM contract”, not the providers. They are expected to yield results on aspects that are out of their reach, such as poorly measured or abandoned equipment; they are unfairly penalised, confusing variable compensation with insurance compensation, and they are evaluated on the basis of the results of work atmosphere surveys which do not explain to dissatisfied employees that they are working with a budget which has been cut by half.

Service providers are those invisible partners, without whom the operation of many companies would instantly come to a halt. But FM service providers are those who also make it possible to define and implement more complex models, which enhance our profession and differentiate us from more traditional management. This valuable and decisive evolution is what will enable Facility Management to occupy a relevant place in organisations. Since the future of our progress depends on them, for this very reason we help them with the transition by training and advising their teams.

We will never have good FM models without good FM providers.

This post is dedicated to all service companies that are evolving towards more professional provisioning, to those who provide one, two or all services and to those who cover the management tier, the provisioning tier or both, as they can all be FM providers. It is also addresses those who are striving to change, adapt to more modern models and make greater commitments. Their efforts make a significant contribution to the development of Facility Management in their countries.

Thank you

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Do you want more information about what we do in Consultancy, Training and Research en Facility Management?

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Participate in the Observatorio FM

You can choose between these 3 options to participate:

How to participate?

Collaborating with the Observatorio FM is a personal and voluntary decision, and there is no contractual obligation or economic retribution for it.

Any interested person can apply to participate as a leader of a new project, or apply as a collaborator in an existing one.

A technical committee will evaluate the subject matter of the proposed projects and the applications of the participants, deciding which ones are carried out and by whom.

Each person decides how much they want to dedicate, depending on their availability or type of project. The aim is for it to be an altruistic activity and not an additional workload.

What does it consist of?

To promote and publish studies that help professionals in the sector and to help others understand our profession and discipline.

The results and deliverables are shared openly, always acknowledging the contributions of all authors and contributors.

The Observatorio FM’s activity will respect the objectivity, ethics, rigour and good practices that govern our Research area.

Contributors have access to the best collaborative tools, sectoral information and contacts, as well as the assistance of expert consultants and researchers at international level.


FM Observatory

FM Observatory is a platform which develops and disseminates Facility Management information. It’s accessible to all those who’d genuinely like to participate. Ethical use and objectivity are essential, and all results must be shared. You decide how long you devote to it and what you want to achieve.

You can participate as:

  • Leader: define the topic and coordinate the activity
  • Collaborator: help with development

We will provide:

  • Current situation and trends regarding the subject
  • Access to experts and advisers
  • Collaborative tools
  • Design assistance and dissemination platform

All contributions will be given credit in completed projects.



We are part of the European research group and we work in international teams to develop different types of initiatives:

  • Public financing
  • International bids

We also work for service providers who require support with decisions linked to:

  • Positioning
  • Product launches
  • Finding partners


As accredited experts in the drafting processes of European and International standards on Asset and Facility Management, we are the perfect partner to assist you with:

  • Standards alignment
  • Assistance with certification
  • Specialised training

FMHOUSE is the only Spanish-speaking consulting firm that participates in these processes.



At FMHOUSE we think that progress made in Facility Management should be shared, so we strive to produce and publish the following material:

  • National and international trends
  • Industry analyses
  • Market studies

The “FM Observatory” is open, should you like to contribute with a publication.



Our view of spaces or workplaces from a Facility Management perspective leads to a better understanding of such a need as a service, as it is essential to apply the same logic and methodology.

Generally we offer:

  • Assessment and optimisation
  • Design strategies
  • Solutions and scenarios
  • Wellbeing and productivity

We apply our knowledge and experience to offices, learning spaces, shopping centres and the industrial environment.



In order to make the right decisions, clear accurate market data as well as facts about the organisation itself is essential. In the Facility Management environment, this is even more critical due to the impact it has on business.

Examples of benchmarks:

  • Operating costs
  • Resource use/allocation
  • Audits and compliance assessment

These services are requested mainly by end users, but also by service providers.


Customer Experience

Facility Management’s overarching goal is customer satisfaction, whether they are internal or external. Understanding their feelings and needs is the key to offering a good service.

Our support is based on:

  • Satisfaction assessment
  • Customer perception
  • People-oriented models
  • Change management

We strive to understand and get to know our clients’ customers, in all sectors and types of businesses.


Digital Transformation

The Facility Management world is experiencing a major transition to digital environments. We help our clients understand how it impacts them and assist them throughout the change.

Our areas of support are:

  • Process digitization
  • Viability and integration
  • Digital culture
  • Technological response

We operate as independent advisers, not as brand vendors.

We advise end-users and service providers.

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Service Design

All kinds of companies need to define or improve the way in which it structures supporting activities provided by Facility Management.

Our main products are:

  • Status diagnostics
  • Service dimensioning
  • Grouping and models
  • Help with tenders
  • Assistance with implementation

Our proposals are structured according to individual requirements.

We help end customers and also service providers.

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