Contract management can support planned maintenance, reactive services, specialist packages and integrated arrangements. Reviews follow an agreed timetable, with additional review when scope, operating requirements or performance changes materially.
Facilities Management
Contract and SLA Management
Black & White Facilities manages the practical service requirements within an FM contract: what is included, how work is prioritised, who makes decisions and how delivery is measured. We turn those requirements into operating instructions that site teams and suppliers can use.
Discuss your requirementsAn operating system for the estate.
Service overview
A service level agreement, or SLA, defines expected service performance. It needs to explain the event being measured as well as the target: acknowledging a call, attending a property and restoring an asset are different stages.
Contract management keeps that agreement useful as buildings and services change. We record variations, review performance and maintain the link between the agreed scope, operational activity and commercial decisions.
Who this is for
This service supports clients starting an FM arrangement, reviewing an existing contract or managing several service packages. It is useful where disputes arise over exclusions, target definitions, additional work or responsibility for delays.
What we manage and deliver
Outputs include a service-scope schedule, responsibility matrix, SLA definitions, review calendar, variation register and action log. Contract numbers, service complexity, negotiation support, reporting requirements and existing document quality affect the management scope and cost. The cost of delivering the underlying services is identified separately in the commercial arrangement.
Typical service activities
We reconcile service schedules with site needs, clarify exclusions, review priority categories and document authorisation limits. We track changes to assets, operating hours and service coverage, then identify their effect on the agreed delivery model and price.
How a contract issue is resolved
We identify the relevant clause or service schedule, assemble the job evidence and explain the operational issue. The authorised parties agree the decision or next step. We record the outcome and update the affected instruction, variation or action without losing the earlier record.
Service delivery model
What we take responsibility for
01
We coordinate operational interpretation, performance evidence and change records within the agreed management scope. The client identifies who can approve commercial changes and commit the organisation. Matters needing legal interpretation are directed to the client's legal adviser with the relevant facts and documents.
Technology and systems
We maintain an agreed document register, current service schedules and traceable change records. Version control makes it clear which requirements apply to a job or reporting period. The client receives the agreed records and export format at handover.
Compliance and governance
01
Service schedules identify the required inspections, technical evidence and responsible interfaces. We check that operational targets and budget approvals are consistent with the work requirements. Contract changes are recorded through the agreed authority route, with their effect on delivery made explicit.
SLA and response management
01
For each priority we define the trigger, service hours, target stage, timing method and escalation. Any permitted pause needs a stated reason and supporting record. We distinguish making safe from restoration and final repair, so the target reflects the actual service outcome.
KPI and performance management
01
We select measures that reflect the contract: planned work delivery, response stages, unresolved defects and quality of evidence. We agree calculation rules and exclusions before reporting. Performance discussions then use the same definitions as the operating teams.
Reporting and client visibility
01
Review packs show performance, exceptions, approved changes, disputed items and decisions required. We connect significant failures to corrective actions and follow up the actions at the next review, rather than repeating the same figures without a response.
Asset, site and portfolio data
01
The contract baseline needs site lists, asset scope, service hours, access constraints and named authorities. We record effective dates for additions and removals so reporting and charges can be reconciled against the correct period.
Our delivery process
We review the existing agreement or service brief, establish practical schedules and agree reporting rules. During operation we monitor delivery and manage changes. Renewal or exit planning brings together notice requirements, open liabilities for review, outstanding work and the records needed for an orderly handover.
Service outcomes
Clear service definitions support fair comparisons, more useful performance reviews and faster operational decisions. The client can understand what is included and how changes affect the service.
Why Black & White Facilities
We translate contract language into instructions that work at the property. Priority definitions, approval limits and completion criteria are checked against real job stages so the agreement is usable in everyday delivery.
Locations we cover
We manage requirements across the listed coverage, including Newcastle upon Tyne, Gateshead, Sunderland, Durham, Darlington and Middlesbrough. Site schedules retain local access and operating details across Northumberland, Tyne and Wear, County Durham and Tees Valley. View all locations.
FAQs
What is the difference between an SLA and a KPI?
An SLA states an agreed service expectation, such as a defined response stage. A key performance indicator, or KPI, measures an aspect of delivery. A contract may use a KPI to report whether an SLA has been met.
Does a response target mean the fault will be repaired within that time?
Only if the target expressly measures repair completion. We define acknowledgement, attendance, making safe and restoration separately, together with service hours and any agreed dependencies.
Can an existing FM contract be reviewed?
Yes. We compare the current documents, service records and site requirements, then identify unclear definitions, scope gaps and practical changes for the authorised parties to consider.
How are extra sites or assets added?
We record the proposed scope, start date, delivery implications and price effect through the variation process. Once approved, the relevant site schedules and reporting baseline are updated together.
How do you handle disputed SLA results?
We check the agreed definition against timestamps, work records and any valid exclusions or pauses. The review records the evidence, decision and any correction to the reported result.
Discuss your FM service agreement
Contact Black & White Facilities with your service brief or current agreement, site list and the issues you want to resolve. Include renewal dates, priority concerns and examples of unclear scope so we can define a focused review.