Hard and soft facilities management

Hard Facilities Management (Hard FM) refers to the essential physical and structural services that keep a building safe, operational and legally compliant. These include systems such as heating, ventilation and air conditioning (HVAC), plumbing, electrical infrastructure, fire safety and building fabric maintenance. These services are critical for maintaining the integrity of the built environment and meeting regulatory standards.

Soft Facilities Management (Soft FM) focuses on services that enhance the experience of people using the space. This includes cleaning, security, landscaping, guest services and waste management. Soft FM supports wellbeing, safety and productivity, helping organisations create environments that are welcoming and efficient.

This depends on your specific needs. If you require support with essential infrastructure, like heating / cooling, plumbing or lighting, you need hard FM services. If your focus is on elements that support people, like cleaning, security or guest services, then you need soft FM services.

The type of facilities management your organisation needs depends on your operational priorities, building infrastructure and the people who use your space. Hard FM is essential for maintaining the physical and structural integrity of your estate. It includes services like HVAC, plumbing, electrical systems, fire safety and building fabric maintenance. These are particularly important for sectors such as healthcare, manufacturing and education, where compliance, safety and uninterrupted operations are non-negotiable.

Soft FM focuses on services that enhance the experience of occupants. This includes cleaning, security, landscaping, guest services and waste management. Offices, retail environments, hospitality venues and public sector buildings often prioritise Soft FM to make sure spaces are welcoming, safe and productive.

Most organisations benefit from a tailored mix of both. For example, a corporate headquarters may require robust HVAC and electrical systems (Hard FM), alongside high-quality cleaning and guest services (Soft FM).

Understanding your organisation’s goals, whether regulatory compliance, user wellbeing or operational efficiency, will determine the right balance of hard and soft FM for your estate.

Soft FM plays a vital role in shaping the experience of people within a building or estate. It encompasses services such as cleaning, security, landscaping, guest services and waste management. These all contribute to a safe, welcoming and productive environment. The services directly impact wellbeing, satisfaction and operational efficiency. From corporate offices and retail spaces to healthcare and education, soft FM supports brand reputation, employee engagement and customer experience. By prioritising comfort, safety and sustainability, soft FM enables organisations to create places and spaces that meet the evolving needs of users and stakeholders.

Hard FM is essential for maintaining the safety, functionality and legal compliance of buildings and estates. It covers critical infrastructure such as HVAC systems, plumbing, electrical networks, fire safety and structural maintenance. These services make sure environments remain operational, secure and fit for purpose. They minimise downtime and support business continuity. For sectors like healthcare, manufacturing, education and public services, hard FM is vital to meet regulatory standards and to safeguard users. By proactively managing physical assets, organisations can extend their lifespan, reduce costs and create resilient spaces that support long-term performance and strategic goals.

Yes, Mitie offers a full portfolio of FM services. Most organisations benefit from a tailored mix of both. At Mitie, we refer to the combination of hard and soft FM services as Integrated Facilities Management (IFM). By consolidating operations, IFM streamlines processes, reduces complexity and enhances visibility across the estate. The joined-up model enables faster decision-making, improved compliance and better use of data to drive performance. Rather than managing multiple suppliers, organisations benefit from unified delivery that is agile enough to quickly adapt to changing needs.

Mitie delivers Integrated Facilities Management (IFM), which includes both hard and soft FM services. From maintaining critical national infrastructure to delivering exceptional cleaning, security and guest services, we combine deep expertise with cutting-edge technology to create high-performing places.

Our smart, integrated solutions provide data-driven insights that can be acted upon to improve workplace performance. These include connecting legacy and new Building Management Systems (BMS) to cloud-based platforms. This enables live monitoring of how spaces are being used, plus remote access and energy optimisation.

As Mitie self-delivers both hard and soft FM, we can assure the quality of our services and offer greater flexibility if needs change.