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 critical 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 ensure 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 helps organisations create high-performing places 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, which are essential for high-performing places. 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.

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. As we self-deliver both hard and soft FM, we can assure the quality of our services and also offer greater flexibility. We are also focused on sustainability, compliance and customer experience.