The Dubai-based Hitches & Glitches (H&G), a part of the Dreshak Group of companies headquartered in the UAE, is a facilities management company that has carved a niche for itself as one of the key FM service providers to the up market residential properties, particularly the freehold clusters including The Palm, Emirates Hills, The Meadows, Arabian Ranches, The Lakes, and some individual villas in Jumeirah and Umm Al Quwain. The company was conceptualised and actively stepped in to provide FM solutions in the residential sector in 2005 “at a crucial time when this sector was going through a void as there were no credible FM service providers for the brand new freehold properties in Dubai that were being handed over to individual owners,” says Malay Shroff, Chief Operating Officer, H&G. Most of the new owners were expatriates who had lived in rented apartments or villas where maintenance issues were handled by the owners, and therefore were not aware of the procedures when they moved to these freehold properties, he explains, adding that some FM companies that served them were ‘lacking an element of service’ and that many residential properties across the UAE still remain underserviced.

H&G initially took a need-based approach going by the requirements of the clients, building on the services over the years. “The clients, especially the housewives are the most affected by maintenance issues. They should be able to pick up the phone and call someone they can trust, with whom they don’t have to bargain about the price and don’t have to worry about security issues; and someone who would provide the best services. We ensured we did that and more.”

The company has a well-organised set-up and deploys modern technology, well-trained and skilled workforce in its services. It has a 24/7 call centre and mobile service centres strategically positioned in proximity to all the areas it serves in order to ensure a quick response time. With 350 staff on its rolls, the company provides services including building maintenance, cleaning and hygiene services, pest control, swimming and gardening services, and energy management. It also has ‘Homeworks’, a division that serves the clients’ need for décor and fit outs. “In the area of health and hygiene, we do external window cleaning, pest control and internal cleaning of A/C ducts. We have sophisticated equipment for duct cleaning. One of the vital aspects of residential maintenance is the HVAC system as breathing related illnesses and skin disorders originate from these systems,” states Shroff. H&G also provides guidance to clients on matters they are not authorised to directly handle. For instance, if someone requests for security or concierge services, they direct them to associates with whom they cooperate

Challenges

The main challenge in dealing with these unique properties, the COO says, is that their client list is made up of individuals and there is a wide spectrum of clients with their own likes and dislikes and individual requirements. “For instance, the 2000 villas in the freehold areas are 2000 different projects, because each one has a separate requirement and criteria. Our clientele include high-profile people, working women, families with toddlers and so on. They will not compromise because they live there. There is a cross-section of nationalities with varied service requirements as people from different countries have different perceptions of maintenance and service. Timing is also a critical factor due to varied schedules of the clients. The other challenge is the way the buildings were built and presented. Initially there were a lot of defects due to faulty construction, installation, etc.” In Shroff’s opinion cleaning is not as simple as it seems and one has to take care of a lot of things including the property and physical material that could be broken or spoilt, leading to disputes and claims in damages. A lot of care goes into the routine servicing and periodical maintenance and the staff members are well equipped with necessary gear

Green cleaning

H&G takes into consideration the environment while deciding on cleaning solutions, the COO states. “There are different materials used for cleaning and pest control and we use only reputed brands that are certified and approved by the Dubai Municipality and Health Authority. We adopt best practices taking into consideration the safety aspects. Extra care is required while using chemicals to clean swimming pools as there are various problems that could arise such as eye irritation and allergies, etc. Maintaining swimming pools in this region is not easy as water is very expensive and cannot be changed frequently. So it is pertinent to regularly filter the water and preserve the chemical balance so there is no moss and the water is crystal clear. The use of chemicals and dosage should be right. Same is the case with pesticides.”

Mobile service units

There are two main divisions in H&G – preventive maintenance and emergency services. The manpower teams in preventive maintenance are assigned specific daily tasks such as routine cleaning and maintenance work. These are programmed tasks so the clients and staff are aware of the timing, nature of work and are prepared for it. The company has a fleet of about 100 vehicles, each equipped with sophisticated equipment and a specialised team to deal with emergency services. The emergency unit is always on the move within the designated area attending to tasks as and when required. A senior supervisor takes care of matters the staff may be unable to resolve. Technology has helped H&G manage their fleet of vehicles in a smart manner. Each van with its driver and the specialist crew members is monitored and its movements are tracked through the GPS vehicle tracking system the company has installed. And in case of emergencies the personnel at the headquarters direct the crew in the respective locations to carry out the necessary tasks.

Expansion

The company’s foray into the commercial properties and infrastructure sector about a year and a half ago was part of their expansion strategy, and recognition of their capabilities and expertise in the FM sector, says Shroff. “H&G has been perceived and branded as FM provider for the residential sector. But this company was formed to handle any large property, be it educational

recreational, hospitality or healthcare sector. And our first major project in this line is the schools project in northern Emirates.” H&G was awarded the contract from the Ministry of Education to provide FM services to schools in the northern Emirates. As per the agreement, they have been mandated for the upkeep and maintenance of about 140 schools in Umm Al Quwain and Ras Al Khaimah. The key services provided at this point are energy and building management.

The COO explains: “The government has done well in terms of schools and medical centres or primary health centres. The schools we are servicing are spread over 100+ kms with some located in areas with tough and hilly terrain, and some in small little hamlets with no proper roads and require strong vehicles to be accessed. All the schools are charted out on our GPS and since all the vehicles are fitted with tracking devices we can deal handle the job smoothly.” As for expansion into sectors such as hospitality and healthcare, he says their intention is to be a total solutions provider across all segments and that the FM requirements are similar and one has to only customise their expertise to meet the needs of the particular segment, while strictly observing the rules and regulations. “We have experienced and skilled manpower with the requisite knowledge and training. We have the right software and where technical aspects are concerned, the suppliers also help us by providing detailed information on the equipment and methods of use. For instance, our staff are provided necessary training by these companies to upgrade their technical skills. The staff attend a Dubai Municipality recommended special course on water tank cleaning, so they are certified. We also provide soft skills training for our call centre staff and technicians.” H&G’s focus remains on Dubai for now. Shroff states: “Our hands are full. But now that we have created a set up in northern Emirates, it is natural to expand as there are projects coming up in those emirates. We are considering further proposals from various properties in UAE. But we are open to proposals that have come from other countries in the region and in the long term will base our decisions on the nature and significance of those projects.”

FM means ‘quality’ maintenance and service

According to the COO, FM is still in its infancy in this region, though it is slowly beginning to get organised. “The industry is open-ended and porous and anything can fall within the ambit of FM. Many cleaning companies brand themselves as maintenance companies but outsource most of their services. There is a lack of transparency and there is a trend of complicating things, confusing the customers with jargons, concepts, graphs and reports using expensive software that may or may not be relevant,” he states. To him, the concept is pretty simple: “The customer wants to ensure that his asset does not erode, is maintained and managed properly; and that the systems he has spent millions on are working properly. FM is basically about providing reliable and quality service with continuity – to me this means meeting expectations using the right kind of material, equipment and manpower with the right level of competence, skills and so on. And when you are dealing with individual homes, special care is needed as it is their final destination after a long day at work and they expect it to be maintained in the best condition.”

But there is a cost attached to quality, he adds. “You cannot expect high quality service at low rates. The current economic situation is dictating the market prices, so people under-quote, promise something, but do not deliver. There are instances where customers have left us for cheaper rates, but quickly returned as the service was not satisfactory. That is the difference in delivery and there’s a certain cost for that kind of service. “Customers are beginning to understand the significance of having superior FM service providers as compared to fly-by-night operators who are there one minute and are not accessible when needed the most. You need to have the necessary technology and skilled manpower to take on a project and these factors are key to our success.”