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...

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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...

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01 May 2017

Space planning management

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

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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

12 January 2022

Customer experience measurement and benchmarking

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

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06 October 2021

An introduction to smart buildings

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

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29 September 2021

Customer Experience - People

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

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21 July 2021

Healthy Buildings

With the impact of the global pandemic, this past year has been one of significant cha...

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24 February 2021

Optimising workspaces

This guidance note explores what future changes in working practices could mean for th...

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19 November 2020

Empowering people

This, the fifth guidance note in the series, focuses on workplace change. Change is a ...

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01 May 2019

Pay and prospects survey 2018/19 infographic

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

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13 January 2022

IWFM hits national headlines with ‘Warning over worker welfare on 2022’s first day "not back in office"’ 

The Daily Express, Independent, Telegraph (print only), The i and talkRADIO were among...

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12 January 2022

Learn how to measure customer experience with our new guidance

Customer experience draws together two distinct but related activities: customer servi...

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12 January 2022

Webinars: ‘Navigating turbulent times’ returns with bumper 2022 schedule

IWFM’s Customer Experience Working Group hosted our first webinar of 2022 at midday on...

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17 November 2021

In pursuit of the 'Holy Grail' - Determining the Return on Workplace Investment (ROWI)

For many years workplace and facilities management professionals have discussed how be...

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13 July 2021

Pay and Prospects Findings 2021

Welcome to the fifteenth edition of IWFM's Pay and Prospects report with the latest in...

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14 April 2021

IWFM Market Outlook 2021 survey report

From Brexit to COVID-19 to Black Lives Matter, 2020 was nothing if not turbulent; so i...

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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