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The research evaluated and contrasted the provision of Facilities Management (FM) services in private high-rise buildings in Lagos, Nigeria. The study’s objectives include identifying the facilities available,

comparing the perception of the state of facilities management services provided, determining the level of satisfaction derived from the Facilities Management services provided in both estates, and making recommendations.

Residents of 1004 Estate, Victoria Island, and Eric Moore Towers, Surulere, Lagos State made up the study population. A sample of 100 respondents was chosen at random to reflect the whole population of both estates.

With the help of the Statistical Package for Social Sciences (SPSS) version 16.0, descriptive statistics of frequency table and simple percentage were used to examine the demographic data, while mean score was employed to analyse the study objectives.

According to the findings of this study, the majority of FM services were provided in both estates and were outsourced under a conventional Service Level Agreement. inhabitants of 1004 were more satisfied with services like Safety & Security, Lift maintenance, and Water system,

but inhabitants of Eric Moore Towers were more satisfied with Lift Maintenance, Cleaning of grounds and premises, and Safety and Security. For improved service delivery, the study advises increased service standardisation, customised offerings, and matching consumer expectations.



1.1 Background of The Study

With an expanding population, technology, and a restricted quantity of land for construction, the concept of a high rise residential block is being promoted in order to house a big number of people within a limited land space (unit) (Olanrele 2013).

The majority of residential units are in multi-story developments, which necessitate the provision of certain facilities and services in order for the properties to function properly. These facilities/services include a lift/elevator, adequate power supply,

water provision, cleaning, waste disposal, horticulture, security, reception, laundry, recreation, and so on. To meet citizens’ expectations, these facilities and services must be efficiently managed and maintained (Olanrele, 2013).

High land prices in urban areas make high-rise/multi-story residential buildings unavoidable and, from an economic standpoint, a more realistic proposal. Population expansion, along with dwindling land supply, makes high-rise living an option (Jamila 1994).

Multiple owner/occupiers and the involvement of a specialist firm (company) for management of the buildings and the related amenities and services distinguish high rise serviced residential property (Olanrele, 2013).

Individual ownership of a unit, share ownership of common property, and membership in a body corporation responsible for development management are the main characteristics of this type of property (Christudason 2004), so managing multi-story /serviced residential apartments will necessitate expert knowledge.

To make serviced residential units more liveable and appealing to potential occupiers, more suitable and efficient facilities and services must be provided. Owners of such apartments typically target the wealthy and expatriates, and because of the social standing of the possible occupants, facility management must be efficient and successful (Olanrele, 2013).

Because the facilities in high-rise buildings are cooperatively maintained by all inhabitants, facility management is unique.

Facilities management is a rapidly developing profession around the world, thanks to cost-cutting attempts in the 1970s when service outsourcing became prominent (Noor & Pitt 2009).

The basic idea behind Facility Management is to cut costs while enhancing quality and minimising risk. In order to accomplish the above, a good Facility manager is usually employed, who then creates a budget for the operational costs.

Facility Management is defined as a profession that integrates people, place, process, and technology IFMA 1995.

On behalf of the property owners, Facilities Management entails supervising and managing the operations and upkeep of buildings and community infrastructure. Facilities management is an age-old practise that has existed out of need since the first structures were built to support human activity.

As the number of multi-family residential complexes has increased in recent decades, so has the demand for facilities management. (Australian Facility Management Association, 2012).

The Facilities Manager organises, regulates, and directs the strategic and operational management of buildings and facilities to ensure the appropriate and effective operation of all physical components, as well as the creation and maintenance of safe and productive environments for occupants.

In most residential structures, this is done at all hours of the day, every day of the year. The Facility Management team could be made up of a single person or a group, with services handled by dedicated ‘in house professionals’ or ‘out-sourced’ in whole or in part to external providers.

The Facilities Manager’s vital responsibility is to provide services, fulfil various expectations, support, information, be a good listener, and deal with conflict in order to build a community atmosphere that residents want to call home.

Their responsibilities include coordinating maintenance and improvements with numerous contractors and suppliers, as well as delivering services such as security, cleaning, and property upkeep. (Australian Facility Management Association, 2012).

The following FM functions and duties are classified by IFMA:

Furniture maintenance, finish maintenance, preventive maintenance, breakdown maintenance, exterior maintenance, custodian maintenance, and landscape maintenance are all examples of maintenance operations.

Building leases, site selection, acquisition/disposal, building purchases, property assessments, and subleasing are all aspects of real estate.

Ergonomics, Energy Management, Indoor Air Quality, Recycling Programme, and Emissions are all aspects of health and safety.

Facility Planning consists of the following components: operational plans, emergency plans, strategic plans, and energy planning.

Financial planning includes operational budgets, capital budgeting, and large-scale funding.

Administrative services include corporate artwork, mail services, shipping/receiving, record keeping, security, telecommunications, and copying.

Space management consists of the following activities: space inventory, space policies, space allocation, trash/solid waste, hazardous materials, furniture/asset inventory, and major redesign.

(IFMA 1996).

Each type of facility poses unique issues and necessitates specialised skill sets in facilities management. The high number of people living in close proximity to one another in multi-unit serviced residential complexes drastically raises the focus required on good communication and connection building abilities.

Facilities managers protect the built environment. The day-to-day operation of a structure is critical for facilities workers. The Facilities Manager must be aware of the market costs and benefits of all facility and equipment components (Booty 2009).

High-rise building facilities are open seven days a week and entail a wide range of individual user concerns and requirements, many of which are subjective. As a result, there is a constant need to respond to and adapt to changing conditions.

Previously, FM services were limited to building operations; but, today, Facilities Managers‘ activities can span the whole life cycle of a structure. With the increasing tendency towards higher density residential building development, Facilities Managers play a key role in ensuring the assets are adequately managed and the property’s value is preserved.

As a result, Facilities Managers must have constant access to external training, support, and resources in order to continually improve their skill set and knowledge base (Facilities Management Association of Australia, 2012).

Residents must jointly manage facilities once the homes have been occupied. A maintenance fee, dues, or levy is normally imposed on all residents to fund the upkeep of the facilities, and it is usually calculated based on the size of the flat.

According to Kim et al 2005 and Faloye and Odusami 2009, one strategy to improve overall building performance is to research and comprehend occupants’ requirements, expectations, and goals through frequent performance review.

As a result, building performance assessment (BPE) is used to regularly assess how effective and efficient buildings are in satisfying the demands and expectations of users.

Many Nigerians now acknowledge and recognise Facility Management as a new position that is urgently needed to integrate Nigeria into the world of FM in order to rescue our facilities from decay and deterioration and keep them efficient and beautiful.

FM Services was introduced into the organisation through a funfair at Muson Centre (IFMA 1995). Furthermore, the growing need for FM Services in sectors cannot be overstated, as most residential complexes are taking the daring step of admitting that service quality needs to be enhanced.

Companies are being established within this content with the primary goal of improving service quality and bringing the International Standard of FM to bear on the Nigerian residential environment.

Nigeria, as a developing country endowed with a diverse range of intellects, is on the verge of globalisation; thus, the development of FM would offer the required push for growth.

LSDPC (Lagos State Development and Property Corporation), established by Edict 1 of 1972, is a combination of the Ikeja Area Planning Authority (IAPA), the Epe Town Planning Authority (ETPA),

and the Lagos Executive Development Board. Their only goal is to eliminate ghettos and slum areas in the state through the construction of modern structures.

High-rise apartment buildings are not prevalent in Nigeria. The Federal Government of Nigeria developed 1004 Estate in Victoria Island and Eric Moore Towers in Surulere, both in Lagos State, through the LSDPC (previously LEDP,IAPA, and ETPA) Edict 1 of 1978. Both estates arose from the need for one of the key duties of the government, which is the construction of modern buildings to accommodate more people on a specific piece of land.

1.2 Statement of the Research Problem

High-rise apartment buildings are little communities that are dynamic and change regularly according to internal and external causes. As the facilities management sector has grown and adapted over time, an adaptive management strategy to the management of high rise flats is required.

Over the last 20 years, the world of facilities management has transformed drastically. From humble beginnings, facilities management now comprises a diverse range of complicated and hard tasks, frequently spanning entire estates (Booty 2009).

Olanrele (2013) assessed and compared the delivery of Facilities Management services in public and private high rise residential buildings in Lagos, Nigeria, in his study Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria.

This study, on the other hand, will take a different approach to the delivery of Facilities Management Services in High Rise Buildings by examining two private high rise buildings owned by private companies in different locations that were built at the same time by the same Federal Government Corporation and sold to private individuals.

We are aware of the services provided in 1004 Estate Victoria Island and Eric Moore Towers Surulere, and this study will examine facilities management service delivery in both estates as well as tenant satisfaction in both estates.

1.3 Study Aims and Objectives

The purpose of this research is to determine and assess the Facilities Management Service Delivery in Private High Rise Buildings in order to improve service delivery in the studied area.

The following objectives will be evaluated in order to attain the above-mentioned goal:

Identify the Facilities Management services available at 1004 Estate and Eric Moore Towers.

To compare perceptions of the quality of facilities management services given at 1004 Estate and Eric Moore Towers.

To determine the level of satisfaction with the services offered at 1004 Estate and Eric Moore Towers.

To assess the level of satisfaction with Facilities Management services given at 1004 Estate and Eric Moore Towers.

To propose facility management service delivery recommendations for 1004 Estate and Eric Moore Tower.

1.4 Research Questions

Based on the research objective stated above, the following research questions will be considered during the course of this study.

What facilities management services are available at 1004 Estate and Eric Moore Towers?

Which of the 1004 Estate or Eric Moore Towers provides the most Facilities Management services?

How satisfied are you with the services provided by 1004 Estate and Eric Moore Towers?

Which of the inhabitants of the 1004 Estate and Eric Moore Towers is more satisfied with the facilities management Services delivery?

How Facilities Management services in 1004 Estate and Eric Moore Towers might be enhanced.

1.5 Significance of the research

According to Cotts (1999), facility management is a large business. Facilities are typically the second highest budget item behind salaries. They are the most significant single source of cost reduction. FM manages a company’s key asset or amenities located in a residential flat to ensure long-term profitability.

Facilities management is an important component of attaining customer satisfaction; management of facilities in multi-unit buildings includes services such as cleaning, security, maintenance, and safety to meet the needs of customers. The appropriate management of facilities in high-rise buildings will ensure that both tenants and visitors are in good operating order.

This study gives guidelines for managing facilities management service delivery in high-rise residential buildings, such that occupants understand the value of facilities management services and Facilities Managers understand the value of user satisfaction with their services.

Facilities management may be like operating a business in and of itself; creating and reaching budget targets, decreasing expenditures, and finding savings have all been difficult responsibilities for facilities managers for some time (Booty 2009).

For a variety of reasons, evaluating customer satisfaction in apartments has become increasingly important; evaluating customer satisfaction provides the necessary information for feed-back into current housing stock and feed forward into future projects,

as it serves as the foundation for making decisions about improvements to current housing stock as well as the design and development of future housing.

The possibility of evaluating housing performance makes housing managers, designers, and policymakers more accountable, and adequate housing is such an integral part of every society’s needs that its value for individuals, families,

communities, and society at large is constantly questioned. Dissatisfaction with one’s living situation can have a direct impact on one’s physical and mental health.

In his paper Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria (a case study of Eko Court Complex and Niger Towers), Olanrele based his findings on

This research is important for FM practitioners since it will identify areas where FM organisations can improve their management techniques for overall organisational success. It will also reveal the blueprint for developing efficient FM organisation policies that Facilities Management companies can use in their operations. The study is also important for identifying regions where FM services might be improved.

This study is also important for residents of the old LSDPC high-rise flats at 1004 Estate Victoria Island and Eric Moore Towers Surulere since it will demonstrate the highly good impact of FM services to the overall administration and upkeep of the complexes’ facilities.

1.6 Research Objectives

The scope of this analysis is confined to the LSDPC’s high-rise structures completed in the 1970s. The provision of facility services in both estates. The study chose to limit the scope to 1004 Estate and Eric Moore Towers because a study of the entire high rise buildings built by LSDPC would have made conclusions unnecessarily broad and incapable of clear interpretations. Finally, this study will investigate how the delivery of facilities management services influences user satisfaction and perception.

1.7 Definition of Terms

The following terms are defined for the purposes of this study:

FM-Facilities Management is a multidisciplinary profession that includes real estate, quantity surveying, electrical engineering, civil engineering, and other disciplines.

Facility Managers are in charge of the operation and upkeep of the facilities.

FM Services: These are the services provided in a serviced residential flat to ensure the inhabitants’ comfort. Cleaning, waste disposal, elevator maintenance, generator maintenance, and so forth. The majority of services are typically outsourced to external service providers.

LCC: Life Cycle Cost is the cost of purchasing the equipment/facilities, as well as the cost of maintenance and operation.

Occupants: These are the folks who live in the serviced high-rise apartment and use the services.

Perception is the conscious comprehension of something.

Service: The act of assisting others.

Service Charge: A service charge is a fee paid by facility users for the upkeep of the facility.

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