Briefing papers

01 March 2018

FM and the future world of work

As a forward-looking facilities management professional body, we felt in 2017 it was t...

Find out more

Good practice guides

23 March 2020

Managing accessible and inclusive places

This good practice guide is aimed at facilities and estate managers and will provide y...

Find out more

01 May 2017

Space planning management

This guide will enhance your understanding of space planning and management for your o...

Find out more

Equity, diversity and inclusion

IWFM is committed to placing equity, diversity and inclusion (EDI) at the heart of our organisation, governance, membership and profession. We seek to create a community in which all people feel included, valued, supported and that they belong. Our ambition is to foster and support improved EDI practices throughout the workplace and facilities management profession and industry to achieve better outcomes for all. Morally and socially, we believe that this is the right thing to do.

We have created a Focus Group to help us shape and articulate our position and approach on EDI and have published a Public Statement outlining our commitment to this initiative, including how we will collect, analyse and use data to help us understand and break down barriers. Our Action Plan implementing the Public Statement will be published here shortly.

Guidance notes

09 November 2023

A digital maturity pathway for smart(er) organisations

Digital technologies have transformed the operational built environment in recent year...

Find out more

16 March 2022

Customer Journey Mapping

Welcome to the IWFM Guidance on Customer Journey Mapping, from the Customer Experience...

Find out more

Hygiene in the workplace (NEW) (Thumb).png
02 February 2022

Hygiene in the workplace

No one would have considered the focus hygiene and cleaning in general would have had ...

Find out more

Customer experience measurement and benchmarking (Thumb).png
12 January 2022

Customer experience measurement and benchmarking

There is no agreed definition of the various terms used, but this working model is inc...

Find out more

06 October 2021

An introduction to smart buildings

As technology now enters the fourth industrial revolution, the intelligent use of data...

Find out more

Customer Experience Toolkit thumb with new.png
29 September 2021

Customer Experience - People

The purpose of this guide is to provide some practical guidance on how to implement go...

Find out more


01 May 2019

Pay and prospects survey 2018/19 infographic

The following infographic summarise the results of the 2018/19 IWFM survey. Comparison...

Find out more


15 May 2024

New course: Competence, leading to Organisational Capability: Methodologies for Evidencing Organisational Capability

To help workplace and facilities management (WFM) professionals understand their dutie...

Find out more

15 May 2024

Facilitate focuses on forces, flexible working and food services

May/June 2024’s edition of Facilitate is hot off the press, providing a breadth of vie...

Find out more

Star award.png
14 May 2024

Global FM Awards of Excellence winners reflect on success

During last week’s World FM Day, the prestigious Global FM Awards of Excellence announ...

Find out more



25 April 2024

Optimising productivity in a post-pandemic hybrid world

Post-pandemic, we all look at work and the working world through new lenses. Work and ...

Find out more

02 November 2023

Making the Invisible, visible: how better air quality supports productivity and sustainability outcomes

Since the pandemic, indoor air quality has come to the fore of the public’s mind, yet ...

Find out more

26 July 2023

Annual Review 2022

After two years of navigating and supporting members through the many impacts of COVID...

Find out more



IWFM Customer Experience - People (Guidance Toolkit)
IWFM Customer Experience - People: Induction Checklist
IWFM Customer Experience - People: Job Description
IWFM Customer Experience - People: Performance Development Review Guidance