Embark Group

Embark Group – FM on Demand in demand

Embark Group, one of the UK’s largest retirement solutions providers, is known for its forward-thinking approach to financial services and technology. With significant expansion over recent years, spanning acquisitions and an evolving office portfolio, Embark did not realise it needed a facilities management (FM) partner that could keep pace with its shifting operations… until a moment of serendipity changed everything. For the better.

Q3’s involvement with Embark began with Q3 conducting an audit of Embark’s properties and uncovering numerous opportunities for improvement. The results of this initial audit formed the basis of a tailored FM strategy that evolved into a highly flexible, integrated model.

“By consolidating services, Q3 helped us achieve a quick return on investment through their buying power. That credibility opened the door to broader discussions, allowing them to deliver both cost savings and a better workplace experience.”

— KAY SMITH, FORMER GROUP HUMAN RESOURCES DIRECTOR AT EMBARK

Listen-first, act sharpish

From the outset, Q3’s approach was shaped by Embark’s needs. Instead of imposing a rigid FM structure, Q3 took the time to understand Embark’s business goals, priorities, and pain points. This ‘listen-first’ strategy allowed Q3 to craft a bespoke FM solution that would resolve and improve compliance issues identified in the audit.

At the core of this approach was the integrator model, which enabled Q3 to oversee the entire supply chain and ensure consistent service delivery. This model offered Embark the flexibility to adapt quickly to changing demands – such as acquiring new offices, integrating new teams, and rationalising underutilised spaces – while maintaining high standards of compliance, quality, and cost-effectiveness.

A trusted advisor

During Embark’s eventual acquisition by Lloyds Banking Group, Q3 played a pivotal role in providing due diligence, compliance data, and strategic guidance. Without Q3’s comprehensive estate and facilities management technology, much of the information needed for the acquisition process would have been unavailable. Q3 also managed key transitions, such as refurbishing Embark’s Dundee site, ensuring compliance, and introducing innovations like atmospheric sensing to enhance employee confidence upon returning to the office.

Q3’s expertise was particularly evident during the pandemic, when the team provided critical health and safety guidance. Q3 played an active role in Embark’s COVID task force, keeping the team updated on government regulations and best practices across the sector. This proactive approach enabled Embark to adapt swiftly and maintain employee confidence during a challenging time.

In Dundee, Q3 managed one of Embark’s most complex projects: the sale and leaseback of a property, including supporting the due diligence, valuation, and negotiations process. The FM company upgraded the specifications of the building Embark retained after an acquisition, turning it into a modern, multi-functional workspace. This included creating a shared academy space, improving floor plans for optimal use, and leasing unused areas to generate additional value. This level of support extended beyond traditional FM boundaries, establishing Q3 as a trusted advisor and integral partner.

“What started as a three-month contract turned into a two-year partnership because Q3 consistently went above and beyond. They became a trusted part of our team, delivering not only the basics of compliance and safety but also strategic input that elevated our facilities management approach and aligned with our broader business goals.”

— KAY SMITH

What’s FM got to do with it?

When Q3 first began working with Embark, FM wasn’t a well-understood function within the organisation. Over time, Q3 established FM as a critical part of Embark’s operations and also earned the team a coveted “Team of the Year” award. This recognition marked a significant transformation – from FM being “not a thing” to being celebrated as a vital contributor to Embark’s success.

Beyond FM

Q3 introduced numerous initiatives that enhanced the workplace experience and supported employee wellbeing. These included arranging yoga sessions, organising social events, and creating a welcoming, branded environment that reflected Embark’s identity.

“Q3 demonstrated a fair and thoughtful approach to procurement, always striving to work with local suppliers and prioritise ESG goals. Their collaborative ethos, industry expertise, and ability to manage both bigpicture strategy and dayto-day operations make them a trusted partner.”

— KAY SMITH

Q3’s tailored approach has yielded impressive outcomes:

• At least a 25% reduction in FM spend
• A one-third decrease in property costs
• Increased employee satisfaction, with workplace improvements frequently cited in internal surveys
• Seamless integration of new properties and teams, ensuring that every location felt like “part of Embark”

The partnership between Q3 and Embark highlights the value of a flexible, responsive approach to FM and property management. Q3 took the time to understand Embark’s business needs and provided ongoing guidance. This approach allowed them to deliver far more than traditional FM services, laying the foundation for a thriving, collaborative work environment and an agile, fit-for-purpose property portfolio.

Q3’s FM on Demand model sets a new benchmark for facilities management, demonstrating the transformative potential of this oftenoverlooked industry when delivered thoughtfully and with care.