MML Maintenance Management

Delivering change alongside cost savings

We deliver a complete range of facilities management services designed to complement your in-house team and to take complete care of your FM requirements. We’re committed to providing you with a flexible and adaptable solution tailored to your needs, whilst continuously improving service, quality and value.

We work with customers across a number of sectors and so we have an extensive knowledge of the specific challenges faced by each industry.

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Our Story

MML was established in 2001 to deliver the FM and maintenance requirements for the John Lewis Partnership’s department stores.

We have worked with many of the UK’s leading retailers and, in 2014, started to expand our customer-base to support additional sectors; we are currently responsible for over 17,000 sites across the UK.

We have experience of managing a diverse portfolio of properties including town centre and out-of-town retail outlets, distribution centres, corporate headquarters and offices, residential properties, restaurants, hotels, pubs, gyms, telecommunication sites and food production sites (including farms and abattoirs).

In 2019 MML was purchased by its management board from its previous owners. Our new management structure brings our customers additional benefits, as we have improved our ability to tailor our service offering to meet our customers’ individual requirements, as well as having the flexibility to embrace emerging technologies.

Our Approach

Our focus is always on Customer Service Excellence, continually asking ourselves ‘how can we do it better?’ Our drive for improvement delivers efficiencies and, combined with our flexible supply chain solutions, enables us to rapidly implement emerging technologies and supply chain innovations.

Our managing agent business model is proof that well-managed, structured, sub-contracted delivery services bring extensive cost and service benefits to customers. In fact, as we are neutral with both our technology and service delivery partner selection, we can design a suite of services which are best suited to your unique operation. We enable our customers to choose between keeping their own supply chain, tapping into the benefits of using ours, or a mixture of the two options.

We have a proven ability to deliver savings not only through procurement and supplier management activities but also through our operational processes.

We know that every customer is very different and an out of the box solution is not what our customers need or want. We therefore tailor our model based on your individual requirements to design a service that supports your operations.

Our Vision

Our vision is to be committed to delivering customer service excellence

Our Values

Our values are who we are and who we strive to be; we live by our values and they are at the core of everything we do:

Integrity

Integrity and fairness are at the heart of all our activities. We are transparent and honest and are accountable for our actions.

Respect

We respect our colleagues, customers and suppliers and recognise our external relationships are with people, not companies. We operate with a collaborative approach and value the importance of teamwork and recognise that first class communication is vital. We are considerate to others and to the environment. We provide a friendly, supportive and rewarding workplace.

Excellence

We strive to deliver customer service excellence; we are passionate about what we do, and we do it well, every time. Safety is our priority and we ensure our managed sites are compliant. We are proactive in seeking solutions and we take ownership of tasks. We are well-organised, reliable and consistent and pride ourselves on delivering excellent value and efficiency.

Progression

We are always evolving and seeking innovative solutions. Our delivery model is flexible and adaptable, and we are proactive in seeking efficiencies and service improvements. We use data to provide insight into our operations and to identify trends and opportunities. We strive to progress by incorporating emerging technologies into our offering.

 

Our People

Our success lies with the knowledge, experience, and commitment of our people, many of whom have worked as part of the same team for over a decade. MML has been owned by its Board since 2019 and since then the company has been reinvigorated with investment, not only into its infrastructure and new offices but also in the development of the business and its people.


Our ethos is to Put our People First, treat them with respect and to provide a rewarding working environment. We believe that colleagues who are happy in their work will continue to be committed to delivering customer service excellence, first time, every time. Our ethos manifests itself in our team spirit and the longevity of service of many members of the team.


Meet the Team

Marc Pinder, Managing Director, MML

Marc Pinder

Managing Director

Marc has over 30 years’ experience within FM, having started his career working as an electrical engineer. Since then he has worked in several high-profile roles including Head of FM and FM Director at blue chip companies. Marc started working at MML in 2012 as Operations Director; he became Managing Director in 2016 and has focused on enhancing our operational capabilities as well as delivering significant transformational change.

As well as being a dynamic leader, Marc has hands-on involvement in the day-to-day activities of MML and is committed to the welfare and development of all colleagues.

Alan Tough, Finance Director, MML

Alan Tough

Finance Director

Alan qualified as an Accountant in 1984, having previously completed a degree in Accounting, and initially worked in multi-disciplined project teams executing high value international commercial contracts in the telecommunications sector. He subsequently moved into the defence sector and spent over ten years with BAE Systems in a variety of senior finance roles across the country, and then gained his first taste of the construction sector working for Westfield Shopping Towns whilst they were building the White City and Stratford complexes.

Alan joined MML as Finance Director in 2015 and saw parallels between the project-based structures he experienced in defence businesses with the customer-dedicated approach of the MML Managing Agent model. He believes our approach delivers real value for money to the customer due to its cost transparency, flexibility and strong ethical basis.

Mike Erwin, Business Development Director, MML

Mike Erwin

Business Development Director

Mike’s early career was as a Pharmacist and he still maintains his registration and his close links with the retail and pharmacy sectors. In the early 1990’s Mike moved into the property services arena where he held a number of senior roles including as Head of Maintenance.

He has worked at MML between 2015 and 2017 as Account Director and then again from September 2019 as Business Development Director. Using his experience in general management and customer relationships, Mike is focused on truly understanding his customers’ needs and challenges and transferring these into service delivery models. As Mike was previously a senior stakeholder working for one of MML’s high profile customers he has a unique perspective of MML and our service delivery from a customer’s viewpoint.

Andy Dolan, Data Manager, MML

Andy Dolan

Data Manager

Andy has worked within FM since 2001, initially in customer service and staff management roles before moving into data management. His background provides him with an invaluable perspective, as he understands not only data management but also how insightful Management Information can be used to improve service delivery and to develop strategy. Andy supports all areas of the business and our customers to turn large volumes of data into meaningful information. He has a keen interest in the systemisation of processes and the utilisation of technologies to drive efficiencies.

Chris Staniforth, Operations and Commercial Manager, MML

Chris Staniforth

Operations and Commercial Manager

Chris has worked at MML since 2006, initially within the Procurement team, and he is qualified to CIPS Level 5. Chris’s current role is to lead the operational delivery of services to our customers and to initiate efficiency programmes and account development opportunities. He is in the final year of his Open University degree in Business Studies and Law and his role has developed as a result of the application of his learnings, especially with regard to strategy and risk; he is especially interested in Contract Law.

Stella Bell, Project Manager, MML

Stella Bell

Project Manager

Stella has worked at MML since 2011, has a background in procurement and continues to maintain her MCIPS accreditation. Since 2014 she has worked as a Project Manager delivering customer, supply chain and CAFM mobilisation and efficiency projects. In recent years she has primarily been working within the Business Development function.

Tanya Cosby-Ferguson, Business and Risk Assurance Manager, MML

Tanya Cosby-Ferguson

Business and Risk Assurance Manager

Tanya worked as a Contact Centre Management consultant for over 20 years, primarily in the finance, charities, local authorities, medical and telecommunications sectors. She joined MML in 2009, working within our Customer Service Centre before becoming Account Manager for a high-profile prestigious retailer. As part of this role she led a cost reduction programme resulting in a saving of approximately 2% of the customer’s total spend. Tanya is currently head of MML's Risk & Business Assurance department, with a far-reaching brief including all aspects of governance, Health and Safety and risk management.

David Watts, IT Manager, MML

David Watts

IT Manager

Dave has worked at MML since 2001, initially within our IT Support Department. He is responsible for the IT procurement and strategy for the business. Dave’s main focuses are on improving the reliability and security of our infrastructure and to introduce emerging and innovative technologies.

Richard Meghani, Senior Infrastructure Engineer, MML

Richard Meghani

Senior Infrastructure Engineer

Richard has worked at MML since 2007, initially as an IT engineer. He now leads the delivery of IT support in his role as Senior Infrastructure Engineer. As well as providing operational support to the business, he also delivers the ongoing implementation of our IT strategy.


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