Signs it’s time to switch facility management provider
Your facilities management provider plays a critical role in keeping your building safe, compliant, and operational. When things are working well, their presence is barely noticed. When they are not, problems quickly become visible.
Many businesses and property managers stay with underperforming providers longer than they should, often due to disruption concerns or uncertainty about alternatives. Recognising the warning signs early allows you to address issues before they affect occupants, costs, or compliance.
Below are the most common signs it may be time to switch facility management provider.
Why changing provider can be the right decision
Facilities management should reduce workload, not create it. If your provider is failing to deliver, switching can lead to:
- Improved response times
- Fewer repeat issues and callouts
- Better compliance oversight
- Clearer communication and reporting
- Greater confidence in property management
Keystone Insight: Most clients who change provider do so not because of one major failure, but because of repeated small issues that never improve.
1) Slow or unreliable response times
Delayed responses to maintenance requests are one of the earliest and most common warning signs.
This may show up as:
- Chasing for updates on reported issues
- Long waits for site attendance
- Unclear priorities for urgent repairs
- Inconsistent response depending on who raises the issue
Keystone Insight: A lack of urgency often indicates poor scheduling systems rather than high workload.
2) Repeat problems that never seem to get fixed
If the same issues keep reappearing, it usually means the root cause is not being addressed.
Examples include:
- Recurring leaks or damp
- Ongoing heating complaints
- Repeated electrical faults
- Persistent drainage blockages
Keystone Insight: Effective facilities management focuses on permanent solutions, not short-term fixes.
3) Poor communication and lack of updates
Facilities management relies heavily on clear communication. When this breaks down, trust quickly follows.
Warning signs include:
- Unclear scope of works
- No confirmation of attendance or completion
- Unexpected costs with little explanation
- Difficulty contacting the same person twice
Keystone Insight: If you are spending time managing your FM provider, the system is already failing.
4) Incomplete or missing compliance records
Compliance is a core responsibility of any facilities management provider.
Red flags include:
- Missing or outdated certificates
- Unclear testing schedules
- Difficulty producing records when requested
- No forward planning for renewals
Keystone Insight: Compliance issues often surface during audits or incidents, when it is already too late to fix them easily.
5) Reactive approach with no planned maintenance
A provider that only reacts to issues is not actively managing your facilities.
Signs of this include:
- No planned preventative maintenance schedule
- High volume of emergency callouts
- Repeated minor repairs instead of long-term fixes
- No review of recurring issues
Keystone Insight: Planned maintenance reduces both cost and disruption over time.
6) Rising costs with no clear explanation
Unexpected cost increases without supporting detail are a common frustration.
This may include:
- Frequent small invoices instead of consolidated reporting
- Additional charges for tasks that should be included
- No visibility of cost trends or asset condition
Keystone Insight: Transparent providers explain costs and help clients plan ahead.
7) Lack of accountability and ownership
Facilities management requires clear responsibility.
Warning signs include:
- Blame passed between contractors
- No clear point of contact
- Issues closed without proper resolution
- No follow-up after repeated failures
Keystone Insight: Accountability is often the difference between acceptable service and excellent service.
8) Poor tenant or staff feedback
Tenants and staff are often the first to notice when facilities management is not working.
Common feedback includes:
- Slow responses to reported issues
- Problems not being taken seriously
- Repeated temporary fixes
- Disruption during working hours
Keystone Insight: Persistent complaints usually reflect system failures rather than individual incidents.
9) No strategic input or improvement suggestions
A good facilities management provider does more than complete tasks.
Signs of limited value include:
- No advice on improving building performance
- No identification of cost-saving opportunities
- No asset lifecycle planning
- No review meetings or reporting
Keystone Insight: Facilities management should support long-term property performance, not just day-to-day repairs.
10) You have lost confidence in the service
Ultimately, trust matters.
If you no longer feel confident that issues will be handled properly, or you are constantly checking progress, it is usually a sign that the relationship is no longer working.
Keystone Insight: Confidence in your FM provider allows you to focus on your business, not your building.
What to expect from a better facilities management provider
When switching provider, you should expect:
- Clear communication and defined response times
- Proactive maintenance planning
- Accurate and accessible compliance records
- Transparent pricing and reporting
- A structured, accountable service model
Considering a change?
If you are experiencing several of the issues above, it may be time to review your facilities management arrangement.
Keystone Facility Management works with businesses, landlords, and property managers to deliver reliable, structured facilities management that reduces risk and improves performance.
Contact our team to discuss how we can support your building and make the transition straightforward.