Operational excellence in retail

Retail facilities management at Eldon Square

CMSL delivered retail facilities management support at Eldon Square in Newcastle during a major transition in 2020.

The project needed careful planning, clear communication, and uninterrupted service during a challenging period for retail environments.

Services provided

Mechanical and electrical systems

• HVAC
• Air conditioning
• LV and HV electrical distribution
• BMS support

Life safety systems

• Fire alarms
• Sprinklers
• Emergency lighting
• CCTV
• Lightning protection
• Height safety systems

Water and hygiene compliance

• ACOP L8
• Drainage
• Portable appliance testing

Technical standards

• Full SFG20 compliance
• Statutory compliance support
• Site auditing

Background

In 2020, CMSL supported Eldon Square, a major shopping centre in Newcastle.

The work took place during the height of the COVID-19 pandemic. Because of this, the project needed strong planning from the start.

Savills managed the acquisition, and CMSL took over the mechanical and electrical services. The mobilisation also included the TUPE transfer of 21 engineers.

This meant the team had to protect service continuity while supporting the people involved. Clear communication mattered throughout.

Our HR team and senior management worked closely with the site team. As a result, the transition stayed controlled, practical, and fully operational.

Actions

• During the mobilisation, CMSL brought the site teams together and helped maintain service standards.

• Apprentice development continued throughout the transition, supporting skills growth and long term workforce strength.

• Across the site, our team delivered statutory compliance and auditing for key building systems.

• These systems included HVAC, BMS, fire systems, electrical distribution, and SFG20 compliance.

• Regular communication kept the client, CMSL team, and site teams aligned. As a result, the transition stayed clear and controlled.

Outcomes

• The client’s consulting engineers awarded the site a 100 percent audit score.

• Service delivery continued without interruption across a high profile retail destination.

• Premium retail brands in Newcastle city centre continued to receive consistent support.

• The TUPE transfer strengthened workforce capability and helped protect site knowledge.

• Overall, the project showed CMSL’s ability to deliver retail facilities management during complex mobilisation periods.