Service Industries

Energy Efficiency in the Workplace

This subtopic focuses on the practical principles of energy management within facilities, emphasizing the critical link between operational energy efficiency and long-term organizational sustainability. Learners will explore methods to audit, monitor, and reduce energy consumption in workplace environments, directly supporting cost reduction and environmental compliance. The content bridges theory and practice, equipping learners to implement tangible improvements in real-world facilities management contexts.

iCQ Level 3 Certificate in Facilities Management (RQF)

Carry out energy management

This subtopic explores the fundamental principles of energy management, including the systematic monitoring, control, and conservation of energy in a facilities context. Learners will develop the ability to identify and assess energy management processes, such as conducting energy audits, analysing consumption data, and implementing efficiency measures to reduce costs and environmental impact. Practical application involves applying these skills to real-world facilities scenarios to ensure compliance with energy regulations and promote sustainability.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

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Legislation and regulation in facilities management

This element explores the critical role of legislation and regulation in shaping facilities management operations, focusing on key areas such as health and safety, environmental compliance, and building standards. Learners will examine how to interpret legal requirements and effectively communicate them to stakeholders, ensuring organisational compliance and risk mitigation. Practical application includes developing communication strategies and monitoring systems to uphold regulatory standards.

iCQ Level 5 Certificate in Facilities Management Principles, iCQ Level 4 Diploma in Facilities Management

iCQ Level 2 EPA for Facilities Services Operative - Core Content

This subtopic forms the foundational core of the Level 2 Facilities Services Operative End-Point Assessment, integrating essential knowledge of workplace safety, cleaning methodologies, waste management, and customer service. It ensures operatives can apply these principles practically to maintain hygienic, safe, and efficient environments in line with industry standards. Mastery of this content is critical for demonstrating occupational competence and underpins all specialist pathways within facilities services.

iCQ Level 2 EPA for Facilities Services Operative

Health and Safety for Facilities Services

This subtopic equips learners with essential knowledge of health and safety legislation and safe working practices specific to facilities services. It covers the legal framework, risk assessment, permit-to-work systems, and hazard control to ensure a safe and compliant workplace.

iCQ Level 2 Certificate in Facilities Services Principles (RQF)

Carry out maintenance and minor repairs

This subtopic equips learners with the essential skills to prepare for and execute routine maintenance and minor repairs in a facilities services environment. It covers planning, risk assessment, tool selection, and safe working practices, followed by practical repair techniques on common building elements and equipment. Mastery of these tasks ensures service continuity, safety, and cost-effective property upkeep.

iCQ Level 2 Certificate in Facilities Services (RQF), iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

iCQ level 4 EPA for Facilities Manager - Core Content

This subtopic encapsulates the essential knowledge and competencies required for a Level 4 Facilities Manager, including strategic oversight of building operations, resource management, and compliance with statutory regulations. Candidates are expected to integrate theoretical principles with practical application, ensuring safe, efficient, and sustainable environments that align with organisational objectives.

iCQ level 4 EPA for Facilities Manager

Develop and implement a risk assessment plan in own area of responsibilty

This element focuses on the systematic process of identifying hazards, evaluating risks, and implementing control measures within a facilities management context. It covers legal compliance under the Health and Safety at Work Act and Management of Health and Safety at Work Regulations, emphasizing the duty to produce suitable and sufficient risk assessments. Learners will explore practical methods to integrate risk assessment into daily operations and ensure ongoing monitoring and review.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Cleaning and maintenance of external surfaces and areas

This subtopic equips learners with the skills to safely and effectively prepare, execute, and finalise cleaning and maintenance tasks for external surfaces such as courtyards, pathways, and building exteriors. It emphasises correct selection and use of equipment, adherence to safety and environmental guidelines, and systematic waste disposal and resource management. Mastery of these procedures ensures public safety, enhances appearance, and complies with legal and organisational standards.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

iCQ Level 3 EPA for Facilities Management Supervisor - Core Content

This element forms the foundational core of the Facilities Management Supervisor End-Point Assessment, covering the essential principles of effective facility operations, health and safety compliance, resource management, and team leadership. It requires learners to not only understand theoretical concepts but also apply them in authentic work-based scenarios to demonstrate occupational competence.

iCQ Level 3 EPA for Facilities Management Supervisor

Teamwork

This element covers the critical role of teamwork in facilities management, exploring its purpose, dynamics, and alignment with organisational objectives. Learners examine how effective collaboration improves service delivery, safety, and operational efficiency in FM contexts, with emphasis on practical application through analysing team structures, communication, and the impact on achieving key performance indicators.

iCQ Level 3 Certificate in Facilities Management (RQF)

Manage accommodation and space utilisation

This subtopic equips learners with the skills to strategically manage accommodation and space utilisation within facilities, ensuring alignment with organisational goals. It covers developing space allocation strategies, preparing detailed briefs for space layouts, and overseeing accommodation management to optimise efficiency, cost-effectiveness, and employee wellbeing. Practical application involves analysing occupancy data, forecasting future needs, and collaborating with stakeholders to create functional, adaptable spaces that comply with regulations.

iCQ Level 4 Diploma in Facilities Management

Manage facilities management projects

This element equips learners with the practical skills to initiate, plan, execute, and close FM projects such as office relocations, refurbishments, or maintenance overhauls. It emphasises applying project management tools while aligning with organisational policies, sustainability goals, and stakeholder expectations.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Handle mail

This subtopic equips learners with the essential skills to handle mail securely and efficiently within a facilities services context. It covers understanding and applying security procedures when receiving, distributing, and despatching mail or packages, differentiating between internal and external mail services, and resolving common mail-related issues. The practical knowledge gained ensures compliance with organisational policies and maintains the integrity of confidential communications in a professional environment.

iCQ Level 2 Certificate in Facilities Services (RQF)

Clean, maintain and protect semi-hard and hard floors

This subtopic covers the essential knowledge and practical skills required to effectively clean, maintain, and protect semi-hard and hard flooring surfaces. Learners will understand preparation processes, appropriate cleaning methods for different floor types, and the application of treatments and protective finishes to ensure longevity and safety. The focus is on applying correct techniques to meet industry standards and client specifications.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Deep cleaning of internal equipment surfaces and areas

This subtopic focuses on the rigorous procedures required for deep cleaning internal equipment, surfaces, and areas to eliminate ingrained dirt, bacteria, and potential hazards. Learners must demonstrate competence in preparing the work area, selecting appropriate cleaning agents and equipment, and methodically executing deep cleaning tasks while adhering to health and safety regulations. After cleaning, they are responsible for inspecting the work, safely disposing of waste, and returning all resources to their designated storage, ensuring a hygienic and orderly environment.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Introduction to equality and inclusion in health, social care or children’s and young people’s settings

This subtopic explores the fundamental principles of equality and inclusion within health, social care, and children’s and young people’s settings. Learners will develop an understanding of how to embed these principles into everyday practice, ensuring that service delivery respects diversity and promotes dignity. The focus is on practical application, including identifying discriminatory practices, working in ways that foster inclusion, and knowing how to access relevant information, advice, and support to continuously improve inclusive practice.

iCQ Level 2 Certificate in Facilities Services (RQF)

Communicate effectively in the workplace

This subtopic covers the essential communication skills required in cleaning and support service roles, including verbal, non-verbal, and written methods, to ensure clear team interactions and client relations. It also focuses on accurate information recording and transfer, such as completing logs, handover notes, and incident reports, which are vital for health and safety compliance and service continuity.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Understand the facilities management operation

This subtopic explores the operational landscape of facilities management, emphasizing market dynamics, organisational significance, and team support strategies. Learners will analyse factors affecting business performance and develop skills to identify and capitalise on opportunities within the facilities management sector.

iCQ Level 3 Certificate in Facilities Management (RQF)

Principles of expanding facilities management services

This subtopic examines the strategic principles for extending facilities management (FM) services into new markets or sectors. Learners analyse the structure and dynamics of the FM marketplace, identify opportunities for growth, and formulate plans to develop market presence, considering factors such as client segmentation, competitive positioning, and service innovation. Practical application involves creating evidence-based proposals for service expansion that align with organisational capabilities and industry trends.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 5 Certificate in Facilities Management Principles

Manage space

This subtopic examines the strategic and operational aspects of managing physical space within facilities management, focusing on optimising usage to meet client needs. It covers principles of space utilisation, techniques for accurately identifying client requirements, and methods for implementing effective space solutions, ensuring alignment with organisational objectives, health and safety regulations, and sustainability goals.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Health and Safety for the cleaning and support services industry

This unit provides learners with the essential knowledge of health and safety legislation relevant to the cleaning and support services industry, including key regulations such as COSHH and the Health and Safety at Work Act. It emphasises the practical application of safe working procedures to protect oneself and others, and the systematic control of workplace risks through hazard identification, risk assessment, and the use of appropriate control measures. Mastery of these principles is critical for ensuring compliance, reducing accidents, and maintaining a professional standard in cleaning operations.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Deal with non-routine waste

This element focuses on the safe and compliant handling of non-routine waste, including hazardous, clinical, and suspicious items. It covers proper identification, labelling, and transfer procedures, ensuring that learners can manage waste that falls outside regular cleaning duties while minimising risks to health, safety, and security. Practical application involves following organisational protocols and legal requirements to prevent contamination, injury, or security breaches.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF), iCQ Level 2 Certificate in Facilities Services (RQF)

Principles of mobilising facilities management contracts

This element focuses on the practical processes involved in establishing and overseeing facilities management contracts from initial mobilisation through to steady-state delivery. Learners must demonstrate how to translate service requirements into robust contractual agreements and apply systematic monitoring techniques to ensure compliance, performance, and continuous improvement. Mastery of these principles is essential for effective supplier management and risk mitigation in a variety of FM contexts.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 5 Certificate in Facilities Management Principles

Understanding how to Develop and Maintain Productive Working Relationships in Business Environments

This subtopic focuses on the essential skills and knowledge required to establish and sustain effective working relationships in facilities management and other business environments. Learners explore strategies for collaboration, the importance of clear communication, and methods for managing conflicts of interest and disagreements professionally. Practical application includes navigating team dynamics, adhering to organisational policies, and maintaining ethical standards.

iCQ Level 3 Certificate in Facilities Management (RQF)

Internal cleaning of passenger transport

This subtopic addresses the core competencies required for valeting internal surfaces and furnishings in passenger transport, such as buses, coaches, and trains. Learners must demonstrate the ability to systematically prepare the work area by selecting correct cleaning agents and equipment, execute cleaning tasks to specified standards, and conclude with careful inspection, waste disposal, and equipment maintenance. Mastery ensures that transport interiors meet hygiene and presentation expectations, directly impacting passenger satisfaction and safety.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Monitor and solve customer service problems

This element focuses on equipping learners with the skills to promptly address immediate customer service issues within a facilities management context, while also systematically identifying patterns of recurring problems. Through root cause analysis and stakeholder engagement, learners explore sustainable solutions and implement preventative actions, ensuring continuous improvement in service delivery and customer satisfaction.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Maintain grounds of premises and facilities

This topic equips learners with practical competencies for preserving outdoor areas, encompassing routine maintenance tasks, systematic debris clearance, and adherence to safety protocols. Mastery ensures premises are presentable, secure, and compliant with environmental expectations, directly supporting organisational standards for facility management.

iCQ Level 2 Certificate in Facilities Services (RQF)

Monitoring operational performance

This element focuses on the systematic measurement and monitoring of operational performance in facilities management, covering key performance indicators (KPIs) such as service level agreements (SLAs), cost efficiency, and customer satisfaction. Learners will explore how to establish relevant metrics, collect and analyse data, and use findings to drive continuous improvement in service delivery. Practical application involves implementing monitoring systems to ensure facilities operations meet organizational goals and statutory requirements.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Understanding Motivation At Work

This subtopic explores key motivational theories and their application within a facilities management work context. It guides learners to reflect on their own motivational drivers and how to leverage them to enhance personal performance, as well as to recognise and respond to the motivations of colleagues to improve team effectiveness. Understanding motivation is essential for fostering a productive and engaged workforce in service industries.

iCQ Level 3 Certificate in Facilities Management (RQF)

Maintain site security and safety

This subtopic equips learners with the practical skills and underpinning knowledge to maintain site security and safety as part of facilities services. It covers understanding principles of security and safety, conducting security monitoring in line with instructions, operating and checking security systems, and performing routine checks on emergency equipment. The focus is on ensuring a safe environment through proactive and reactive measures, vital for protecting people, property, and assets.

iCQ Level 2 Certificate in Facilities Services (RQF)

Maintenance and minor repairs of property

This element focuses on equipping learners with the practical skills to perform routine property maintenance and minor repairs within a cleaning operative's remit, ensuring properties remain safe, functional, and presentable. Learners will develop competence in assessing and preparing for tasks, selecting appropriate materials and tools, safely executing repairs such as adjusting door closures, replacing seals, or touching up paintwork, and conducting post-repair inspections. The ability to check completed work and correctly clean, store, or report equipment deficiencies is essential for professional accountability and prolonging asset lifespan.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Deal with routine waste

This subtopic covers the essential knowledge and practical skills required to manage routine waste in cleaning and support service contexts. Learners will understand how to segregate, handle, and dispose of everyday refuse safely, while also identifying hazardous or suspicious items that require special procedures. The focus includes correct use of waste containers, compliance with health and safety regulations (such as COSHH), and maintaining a clean and safe environment.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF), iCQ Level 2 Certificate in Facilities Services (RQF)

Principles of planning estates in facilities management

This subtopic explores the strategic principles for planning and managing estates within facilities management, including spatial utilisation, lifecycle costing, and compliance with regulations. Learners examine how to align estate strategies with organisational objectives and integrate financial planning to ensure cost-effective, sustainable, and legally compliant property portfolios. Practical application involves conducting feasibility studies, forecasting budget requirements, and prioritising investments across diverse facility types.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 5 Certificate in Facilities Management Principles

Manual street cleaning

This subtopic covers the essential procedures for effective manual street cleaning, including preparation, execution, and post-cleaning checks. It equips learners with the skills to use appropriate tools and methods, maintain hygiene standards, and correctly manage waste and equipment, directly applicable to roles in public realm maintenance and environmental services.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Procure products and/or services

This subtopic equips learners with the skills to systematically identify procurement needs in facilities management, including auditing current resources, forecasting demand, and aligning purchases with organisational strategy. It covers the entire procurement cycle from supplier selection—using criteria like total cost of ownership, sustainability, and service levels—to the buying process, ensuring compliance with legal and ethical standards. Practical application focuses on achieving value for money, mitigating risk, and maintaining operational continuity through effective contract management.

iCQ Level 4 Diploma in Facilities Management

Operate security measures

This element focuses on critically evaluating the operational security measures in place within facilities management, ensuring they meet required standards and effectively mitigate risks. It involves systematic assessment of physical, technological, and procedural controls, followed by clear, structured reporting of any identified weaknesses to relevant stakeholders to enable timely remediation and continual improvement.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Deep clean equipment and surfaces

Deep cleaning of equipment and surfaces involves systematic, intensive removal of embedded dirt, grease, and pathogens to restore items to a hygienic and functional state. This process requires thorough preparation, including risk assessment, selection of appropriate cleaning agents and tools, and adherence to safety protocols. Successful completion ensures the area is safe, aesthetically acceptable, and ready for operational use, meeting both client expectations and regulatory standards.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Monitor and maintain electrical and plumbing services

This subtopic focuses on equipping learners with the essential skills to safely monitor, maintain, and repair basic electrical and plumbing systems within a facilities environment. It emphasises strict adherence to statutory regulations, risk assessment, and safe isolation procedures to prevent injury and system damage. Learners will develop competence in routine checks, fault-finding, and post-maintenance testing to ensure reliable and compliant building services.

iCQ Level 2 Certificate in Facilities Services (RQF)

Understanding performance management

This subtopic examines the critical role of performance management in facilities management, focusing on how systematic assessment, constructive feedback, and targeted interventions align individual contributions with organisational objectives. It equips learners to drive team effectiveness, address underperformance, and foster a culture of continuous improvement.

iCQ Level 3 Certificate in Facilities Management (RQF)

Mechanical street cleaning

Mechanical street cleaning involves the safe and effective operation of powered equipment, such as ride-on or walk-behind sweepers and scrubbers, to remove debris and litter from public highways, pavements, and pedestrian areas. This subtopic covers the entire process from pre-use checks and risk assessment to waste disposal and post-operation equipment care, ensuring compliance with health, safety, and environmental regulations.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Moving and transporting individuals within a healthcare environment

This element focuses on the safe and dignified movement and transportation of individuals within healthcare settings, such as hospitals or care homes. It covers understanding organisational policies, preparing equipment and environments, performing manual handling techniques, and completing the move while maintaining patient comfort and safety. Practical application ensures learners can minimise risk of injury to themselves and the individual, adhering to legal and regulatory standards.

iCQ Level 2 Certificate in Facilities Services (RQF)

Procure supplies

This subtopic covers the end-to-end procurement process for supplies within facilities management, from identifying organisational needs and specifying requirements, through evaluating and selecting suppliers, to obtaining supplies and monitoring supplier performance. It equips learners with the practical skills to ensure cost-effective, timely, and quality-assured supply chains that support operational efficiency and compliance.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Understanding procurement and supplier management in the workplace

This subtopic delves into the procurement processes within facilities management, focusing on how an organisation sources goods and services essential for operational efficiency. It also addresses the systematic identification, selection, and management of specialist contractors and suppliers to ensure quality, cost-effectiveness, and compliance with organisational policies and regulatory requirements.

iCQ Level 3 Certificate in Facilities Management (RQF)

Develop yourself in the job role

This element equips cleaning operatives with the skills to proactively manage their own professional growth within the cleaning industry. It covers identifying personal strengths and gaps against job standards, creating a personal development plan, and undertaking activities to enhance cleaning competencies. Learners will apply reflective practice to evaluate how their development improves service delivery, health and safety compliance, and career progression.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF), iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Provide leadership and direction for own area of responsibility

This element develops the skills to lead a facilities management team effectively, ensuring that direction and objectives are clearly defined, communicated, and refined through feedback. It emphasizes practical leadership in an operational context, enabling learners to inspire others, drive performance, and continually improve their own leadership approach to meet organisational and service needs.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Operate plant to maintain the quality of pool water

This element covers the essential knowledge and practical skills required to safely operate pool plant equipment for maintaining water quality in compliance with health and safety standards. Learners will understand start-up and shutdown procedures, routine maintenance checks, and water testing protocols to ensure a hygienic swimming environment. This competence is critical for facilities service roles in leisure centres, hotels, and educational settings where pool operation is a key responsibility.

iCQ Level 2 Certificate in Facilities Services (RQF)

Recruit staff in own area of responsibility

This element focuses on the strategic and operational aspects of recruiting staff within a facilities management context. Learners will develop the ability to align human resource requirements with business objectives, ensure compliance with legal and ethical standards, actively participate in end-to-end recruitment activities, and critically evaluate processes to drive continuous improvement.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Understanding security measures in the workplace

This element equips learners with the knowledge to critically assess and enhance workplace security measures within a facilities management context. It covers the interpretation and application of relevant legislation, evaluation of current security protocols' effectiveness, and the systematic identification of areas for improvement to protect people, premises, and assets.

iCQ Level 3 Certificate in Facilities Management (RQF)

Perform street cleansing manually

This subtopic focuses on the practical skills and underpinning knowledge required to manually clean streets and public spaces, ensuring they are free from litter, detritus, and debris. Learners will demonstrate correct use of manual tools such as brooms, shovels, and litter pickers, along with safe handling and disposal of waste. They will also learn to maintain waste collection points, including bins and skips, to prevent overflow, pest infestation, and environmental harm.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Provide and monitor facilities for clients

This element focuses on identifying and understanding client facilities needs, negotiating service agreements, organising service delivery, and establishing monitoring systems to ensure service effectiveness. It equips learners with the skills to manage client relationships, coordinate resources, and evaluate performance, ensuring that facilities services align with organisational standards and client expectations.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Periodic cleaning of hard and semi hard floors

This element focuses on the in-depth procedures for periodic maintenance of hard and semi-hard floor surfaces, including deep cleaning, stain removal, and application of protective coatings such as sealers and polishes. Mastery of these techniques is essential for preserving floor integrity and appearance in professional cleaning operations, requiring knowledge of floor types, chemical compatibilities, and systematic work sequences.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Promote and maintain service delivery

This element develops learners’ ability to consistently uphold service standards by presenting a professional organisational image, adhering to workplace protocols, executing tasks reliably, managing information confidentially, and using effective communication. These combined skills ensure customer satisfaction and operational excellence in facilities services roles.

iCQ Level 2 Certificate in Facilities Services (RQF)

Understanding support services operations in an organisation

This element explores the critical function of support services within facilities management, encompassing the identification of required services, compliance with relevant legislation, analysis of current service provision, and evaluation of insourcing, outsourcing, and hybrid delivery strategies to ensure organisational efficiency and effectiveness.

iCQ Level 3 Certificate in Facilities Management (RQF)

Specify, commission and manage external contracts and agreements

This element focuses on the practical skills and knowledge required to effectively specify, commission and manage external contracts in facilities management. Learners will explore the entire lifecycle from defining service requirements, selecting suppliers, negotiating agreements, to monitoring performance and managing contractual relationships to ensure value for money, compliance, and continuous improvement. The content emphasizes legal, financial, and quality assurance aspects critical to operational success.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Perform street cleansing mechanically

This subtopic equips learners with the practical skills and underpinning knowledge required to perform mechanical street cleansing operations safely and effectively. It covers the removal of litter, detritus, and debris using specialist vehicles and machinery, the correct handling and disposal of collected waste, and the essential procedures for cleaning, maintaining, and storing equipment to ensure operational readiness and compliance with health and safety regulations.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Periodic cleaning of soft floors and furnishings

This element covers the skills and knowledge required to perform periodic deep cleaning of soft floors and furnishings, such as carpets, rugs, and upholstered furniture, using methods like hot water extraction, bonnet cleaning, or dry compound cleaning. Learners will understand how to prepare the work area, select appropriate equipment and chemicals, carry out cleaning safely and effectively, and complete post-cleaning procedures including inspection, waste disposal, and equipment maintenance.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Working safely at heights in the cleaning and support services industry

This subtopic focuses on the essential safety practices for cleaning and support services workers who perform tasks at elevated positions. It covers risk assessment, selection and inspection of access equipment (such as step ladders, ladders, or mobile elevated work platforms), and the use of personal fall protection systems. Proper preparation and adherence to safe work procedures are critical to prevent falls and ensure compliance with health and safety regulations.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Understanding sustainability and environmental issues and the impact on facilities management

This subtopic explores the integration of sustainability and environmental stewardship within facilities management, emphasising the strategic alignment of corporate responsibility with operational practices. Learners will examine how FM decisions impact resource consumption, waste generation, and ecological footprints, and develop skills to implement waste hierarchies, engage stakeholders, and foster a culture of environmental awareness to meet regulatory and ethical obligations.

iCQ Level 4 Diploma in Facilities Management, iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Provide reception services

This element focuses on the role of reception services as the first point of contact in a business environment, ensuring professional customer interactions and efficient administrative support. Learners will explore the purpose of reception, standard operating procedures, and methods for enhancing service quality. Practical competence is demonstrated through real or simulated reception tasks, including handling visitors, managing inquiries, and maintaining a secure and welcoming environment.

iCQ Level 2 Certificate in Facilities Services (RQF)

Working with Costs and Budgets

This sub-topic focuses on equipping facilities management professionals with essential financial skills to manage costs and budgets effectively. It covers the core principles of budgeting, cost classification, and financial control within an organisational context, enabling informed decision-making to achieve operational efficiency and financial accountability. Learners will explore how to analyse costs, monitor budget performance, and justify expenditure to support sustainable facilities services.

iCQ Level 3 Certificate in Facilities Management (RQF)

Reduce risks to health and safety in the workplace

This subtopic addresses the critical importance of identifying, evaluating, and mitigating hazards to maintain a safe working environment in cleaning and support services. Learners will develop practical skills in conducting risk assessments and implementing control measures in line with organisational procedures, ensuring compliance with legal requirements such as the Health and Safety at Work Act. The focus is on fostering a proactive safety culture that reduces incidents and promotes wellbeing for staff, clients, and the public.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF), iCQ Level 2 Certificate in Facilities Services (RQF)

Working with customers and others in the cleaning and support services industry

This subtopic explores the essential interpersonal skills required for cleaning and support services professionals to interact successfully with customers and colleagues. It covers effective communication techniques, methods for identifying and fulfilling customer needs, and strategies for collaborative teamwork, all of which are crucial for maintaining service quality and professional reputation in diverse environments such as commercial, domestic, or industrial settings.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Use a water-fed pole system to clean windows and facades

This subtopic equips learners with the knowledge and practical skills to safely and effectively use a water-fed pole system for cleaning windows and building facades. It covers the entire process from pre-use checks and assembly, through operational techniques and reach adjustments, to post-use cleaning, maintenance, and storage of equipment to ensure longevity and consistent cleaning results.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Set objectives and provide support for team members

This element focuses on the fundamental leadership skill of translating organisational goals into clear team objectives within a facilities management context. It requires the practical ability to communicate purpose, collaboratively develop actionable plans, and provide ongoing support to team members, while systematically monitoring progress and acknowledging achievements to maintain motivation and drive performance.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Sustainability and environmental issues for Facilities Services

This element equips learners with the foundational knowledge of sustainability principles, environmental legislation, and resource efficiency within facilities services. It emphasizes the practical application of reducing energy and water consumption, minimizing waste, and implementing effective monitoring and disposal methods to comply with legal requirements and promote environmental stewardship in operational settings.

iCQ Level 2 Certificate in Facilities Services Principles (RQF)

Contribute to disaster recovery and contingency planning

This element focuses on the principles and practical application of disaster recovery and contingency planning within a facilities management context. Learners develop the skills to identify vulnerabilities, assess risks, and formulate robust recovery strategies to minimize operational disruption. The content covers the full lifecycle, from initial planning through to monitoring, testing, and continuous improvement, ensuring organizational resilience.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Develop, promote and market facilities management services

This element focuses on the strategic role of facilities management (FM) professionals in promoting their services to internal and external clients. Learners must understand how to analyse market needs, define a compelling service value proposition, and deploy targeted marketing activities aligned with organisational goals. Practical application involves creating a marketing plan that integrates relationship management, digital and traditional channels, and performance metrics to enhance FM service uptake and retention.

iCQ Level 4 Diploma in Facilities Management

Health and Safety Procedures in the Workplace

This element explores the legal framework and practical procedures for managing health and safety in facilities management, focusing on compliance with key legislation such as the Health and Safety at Work Act 1974 and industry-specific regulations. It equips learners to conduct risk assessments, implement control measures, and foster a proactive safety culture to continuously improve workplace well-being.

iCQ Level 3 Certificate in Facilities Management (RQF)

Cleaning of confined spaces

This element covers the essential procedures and safety protocols for cleaning in confined spaces, where risks such as restricted access, poor ventilation, and hazardous atmospheres require meticulous preparation and execution. Learners must demonstrate competence in risk assessment, selecting and using personal protective equipment (PPE) and respiratory protective equipment (RPE), applying safe systems of work, and conducting thorough post-cleaning checks. Mastery ensures compliance with legal requirements and safeguards personal and team safety in high-risk environments.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Clean and maintain external surfaces and areas

This element focuses on the systematic cleaning and maintenance of external surfaces and areas, such as patios, pathways, facades, and parking lots. Learners must apply appropriate methods, equipment, and cleaning agents while adhering to health, safety, and environmental regulations to preserve surface integrity and public safety.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Clean and maintain internal surfaces and areas

This element equips learners with the practical skills and underpinning knowledge to clean and maintain a variety of internal surfaces and areas safely and effectively. It covers the entire process from preparation, including risk assessment and selection of appropriate cleaning agents and equipment, through to correct cleaning techniques for different surfaces, and finally, post-activity procedures such as waste disposal and equipment maintenance. Mastery ensures compliance with health, safety, and organisational standards, promoting a hygienic environment in facilities services.

iCQ Level 2 Certificate in Facilities Services (RQF), iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Support the co-ordination of an event

This subtopic covers the essential duties of a facilities services professional when assisting with event coordination, from initial planning and resource preparation to on-site support and post-event breakdown. Learners will explore how to effectively communicate with event stakeholders, manage event-related facilities tasks such as room setup, equipment provision, and health and safety compliance, ensuring the smooth running of events in commercial or public venues.

iCQ Level 2 Certificate in Facilities Services (RQF)

Work individually and follow reporting procedures in a cleaning environment

Working individually in cleaning requires safety awareness, following procedures, and maintaining standards. Learners demonstrate safe and effective solo work.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Work safely at heights

This subtopic focuses on the essential knowledge and practical skills required to work safely at heights within the cleaning and support services industry. Learners will understand relevant legislation such as the Work at Height Regulations 2005, conduct risk assessments, select appropriate access equipment (e.g., ladders, mobile towers, MEWPs), and demonstrate safe working practices to prevent falls and injuries during tasks like high-level dusting, window cleaning, and gutter maintenance.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF), iCQ Level 2 Certificate in Facilities Services (RQF)

Support the work of a team and develop yourself

This element focuses on the interpersonal and collaborative skills essential for effective team functioning in facilities services. Learners will understand how to build productive working relationships, support colleagues in learning new tasks, and recognise the value of continuous personal development to enhance workplace performance and service delivery.

iCQ Level 2 Certificate in Facilities Services (RQF)

Work with others and follow reporting procedures

This subtopic focuses on the essential soft skills required for effective teamwork in cleaning and support service roles, including understanding organisational hierarchies, clear communication, and conflict resolution. Learners are expected to demonstrate the ability to collaborate seamlessly with colleagues, adhere to reporting structures, and correctly document any workplace incidents or disagreements in line with company policies and legal requirements.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Transport physical resources within the work area

This subtopic focuses on the safe and efficient movement of physical resources, such as supplies, furniture, or waste, within a facilities services setting. Learners must demonstrate the ability to select appropriate manual handling aids and equipment, follow correct procedures to minimise risk of injury and environmental harm, and maintain equipment in good working order. Practical application ensures compliance with health and safety legislation and promotes sustainable work practices in line with organisational policies.

iCQ Level 2 Certificate in Facilities Services (RQF)

Contribute to the effectiveness and efficiency of premises and facilities

This subtopic focuses on the practical skills and knowledge required to maintain the effectiveness and efficiency of premises and facilities through systematic inspections, monitoring of utilities, and basic adjustments to building systems. Learners will develop competence in carrying out instructed checks, identifying when repairs or improvements are needed, and ensuring facilities operate optimally within organisational requirements.

iCQ Level 2 Certificate in Facilities Services (RQF)

Cleaning of food areas

This subtopic concentrates on the systematic procedures required for effective cleaning in food areas, ensuring compliance with food safety legislation and hygiene standards. Learners develop competence in preparing suitable cleaning resources, executing cleaning tasks while minimising contamination risks, and concluding with thorough checks, waste disposal, and correct equipment storage. Mastery of these skills is vital for preventing foodborne illnesses and upholding public health.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Managing Self Development

Managing self-development in facilities management involves aligning personal values, career aspirations, and professional goals with the operational demands of the built environment. Effective planning requires structured development activities, such as training, mentoring, and reflective practice, to bridge skill gaps and enhance performance. Monitoring and evaluating progress ensures continuous improvement and adapts to evolving industry standards.

iCQ Level 3 Certificate in Facilities Management (RQF)

Principles of management and leadership

This element explores the foundational principles of management and leadership within the context of facilities management, bridging classical and contemporary theories to real-world operational oversight. Learners analyse how leadership styles, motivational strategies, and performance management frameworks directly influence workforce engagement, service delivery, and organisational resilience in built environment settings.

iCQ Level 5 Certificate in Facilities Management Principles

Contribute to the management of incidents and emergencies

This subtopic covers the essential knowledge and skills required to effectively manage incidents and emergencies within a facilities management context. Learners will explore organisational procedures, reporting protocols, and corrective actions, ensuring they can respond appropriately to safeguard people, property, and business continuity.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Energy and utilities management

This element covers the strategic and operational management of energy and utilities within facilities, focusing on principles such as supply, distribution, and consumption monitoring. It examines how building energy efficiency is achieved through design, technology, and behavioural practices, and how to effectively manage energy use to reduce costs, meet sustainability targets, and comply with regulations. Practical application involves auditing, benchmarking, and implementing improvements in real-world facilities.

iCQ Level 4 Diploma in Facilities Management

Working in Facilities Services

This element explores the multifaceted Facilities Services sector, covering both 'hard' services like building maintenance and 'soft' services such as cleaning and security. Learners will understand how these services support organisational efficiency and examine the diverse employment opportunities within the industry.

iCQ Level 2 Certificate in Facilities Services Principles (RQF)

Working with customers and others in Facilities Services

This element focuses on the interpersonal and collaborative competencies essential for delivering exceptional facilities services. Learners must demonstrate the ability to communicate clearly with diverse customers, anticipate and fulfil their needs professionally, and work cohesively within a team to ensure seamless service delivery. Practical application involves real-world scenarios such as handling queries, resolving complaints, and coordinating with colleagues to maintain safe, efficient environments.

iCQ Level 2 Certificate in Facilities Services Principles (RQF)

Equality, diversity and inclusion in facilities management

This element explores the principles of equality, diversity and inclusion (EDI) within facilities management, focusing on how to foster an inclusive workplace and service delivery. It examines legal frameworks, organisational policies, and practical strategies to ensure that facilities are accessible and welcoming to all users, while promoting a culture of respect and equity. Learners will understand their role in supporting EDI initiatives, addressing discrimination, and integrating inclusive practices into operational plans.

iCQ Level 4 Diploma in Facilities Management

Control the use of premises and facilities

This subtopic focuses on the core competencies required to manage and control access to premises and facilities in line with user specifications and safety regulations. Learners will develop the ability to ascertain customer requirements, prepare environments appropriately, ensure health and safety compliance during contractor or visitor presence, and effectively monitor activities to safeguard resources and maintain service standards.

iCQ Level 2 Certificate in Facilities Services (RQF)

Cleaning of glazed surfaces and facades

This element focuses on the systematic process of cleaning glazed surfaces and facades, encompassing safe preparation, execution using appropriate techniques and equipment, and thorough post-cleaning checks. Mastery ensures compliance with health and safety regulations, achieves a high-quality finish, and maintains the integrity of glass and surrounding structures in both interior and exterior settings.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Clean and maintain soft floors and furnishings

This subtopic covers the essential knowledge and skills for professionally cleaning and maintaining soft floors and furnishings, including carpets, rugs, and upholstered items. Learners must understand fiber types, appropriate cleaning methods (e.g., vacuuming, spot cleaning, deep extraction), and safety procedures to prevent damage and ensure hygiene standards are met. Practical application involves assessing soiling, selecting correct equipment and agents, and performing treatments while adhering to health and safety regulations.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Principles of contributing to innovation and change

This element explores the fundamental principles of driving innovation and managing change within facilities management. It examines how creativity and new ideas can improve service delivery, enhance efficiency, and add value to an organisation. Learners will understand the triggers for change, the process of implementing change effectively, and their role in fostering an innovative culture.

iCQ Level 3 Certificate in Facilities Management (RQF)

Clean confined spaces

This element focuses on safely and effectively cleaning confined spaces, which are enclosed or partially enclosed areas not designed for continuous occupancy, such as ducts, tanks, or pits. Learners must understand legal duties, risk assessments, and safe working procedures, including the use of permits and permits-to-work systems. The practical application involves following organisational requirements to mitigate hazards like toxic atmospheres, engulfment, or restricted movement during cleaning operations.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Principles of management skills and leadership style

This element explores the foundational principles of management skills and leadership within facilities management. It critically examines how personal and organisational values drive behaviour, applies motivation theories to team performance, and develops effective prioritisation strategies. Additionally, it distinguishes between leadership and management functions, enabling learners to adapt their style to diverse operational contexts.

iCQ Level 3 Certificate in Facilities Management (RQF)

Develop working relationships with colleagues

This element focuses on the interpersonal skills essential for effective facilities management, emphasizing collaboration, professionalism, and proactive problem-solving. Learners will understand how positive workplace relationships enhance team performance, service delivery, and operational efficiency, and will demonstrate competence in building rapport, communicating clearly, and addressing challenges diplomatically in a professional environment.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Facilities Management Practice

This subtopic focuses on the practical application of facilities management, emphasizing the development of productive working relationships, leadership in service delivery through people, and effective financial management. Learners will explore how to integrate these functions to achieve operational excellence and meet stakeholder expectations within a facilities context.

iCQ Level 4 Diploma in Facilities Management

Control the use of resources in a Property, Caretaking & Facilities Services environment

This element focuses on the responsible management of resources within property, caretaking, and facilities services, encompassing the safe use, preparation, conservation, and disposal of materials and energy. Learners must demonstrate the ability to follow instructions to minimise waste, reduce environmental impact, and comply with relevant legislation and organisational policies. Mastery ensures efficient operations and cost-effective service delivery.

iCQ Level 2 Certificate in Facilities Services (RQF)

Cleaning of high risk areas _controlled environments_

This subtopic covers the rigorous cleaning procedures required in controlled environments such as healthcare settings, food production areas, and cleanrooms, where maintaining a sterile or low-bioburden state is critical. Learners will understand the importance of correct gowning, use of specialized cleaning agents, and meticulous waste disposal to prevent cross-contamination and ensure compliance with health and safety standards.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Cleaning of interiors and washrooms

This subtopic covers the essential skills and knowledge required to professionally clean interior areas and washrooms, focusing on preparation, execution, and post-task procedures. Learners will develop competence in selecting appropriate equipment and chemicals, applying systematic cleaning techniques, and ensuring hygiene and safety standards are met. These skills are directly applicable to roles in commercial and domestic cleaning, ensuring environments are safe, pleasant, and compliant with industry regulations.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Principles of project management

This subtopic equips learners with foundational project management skills tailored to facilities management contexts. It distinguishes between ongoing operational tasks and unique, time-bound projects, and guides learners through the systematic processes of planning, monitoring, and evaluation to ensure successful project outcomes and continuous improvement in service delivery.

iCQ Level 3 Certificate in Facilities Management (RQF)

Facilities management projects

This element focuses on the systematic oversight and execution of facilities management projects, from initial planning through to completion. It covers project monitoring techniques such as tracking progress against key performance indicators and milestones, risk management, and quality assurance. Learners will explore how to implement project plans effectively, ensuring compliance with health and safety regulations, budget constraints, and stakeholder expectations.

iCQ Level 4 Diploma in Facilities Management

Clean food areas

This subtopic covers the essential procedures and hygiene standards required for cleaning food areas in catering and food production environments. Learners will develop the ability to select appropriate cleaning agents, use equipment safely, and adhere to legal requirements such as COSHH and food safety regulations. Practical application includes preventing cross-contamination, identifying pest infestations, and ensuring food contact surfaces are sanitized to maintain a safe environment for food handling.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Implement change in own area of responsibility

This element focuses on the practical application of change management within a facilities management context, equipping learners to plan, execute, and review changes in their direct area of responsibility. It emphasizes the importance of engaging and supporting team members through transitions, ensuring changes align with operational needs and organizational objectives. Effective implementation requires clear communication, stakeholder involvement, and systematic monitoring to mitigate resistance and achieve sustainable improvement.

iCQ Level 3 Certificate in Facilities Management Practice (RQF), iCQ Level 4 Diploma in Facilities Management

Cleaning of specialist electronic equipment

This subtopic addresses the systematic procedures for safely cleaning sensitive electronic equipment, including computers, medical devices, and communication tools, ensuring contamination control and equipment longevity. Learners gain practical skills in anti-static precautions, selection of approved cleaning agents, and post-cleaning functionality checks, vital for sectors like healthcare, IT, and manufacturing.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Principles of the delivery of facilities management services

This subtopic focuses on the fundamental principles underpinning the effective delivery of facilities management (FM) services across diverse organisations. It examines key models for service delivery, approaches to managing client relationships, and methods for evaluating the performance and value of FM offerings. Learners will acquire the knowledge required to ensure FM services align with organisational objectives, comply with statutory requirements, and contribute to a safe, productive, and sustainable working environment.

iCQ Level 3 Certificate in Facilities Management (RQF)

Clean glazed surfaces and facades

This subtopic covers the essential techniques and safety protocols for cleaning internal and external glazed surfaces and façades at height or ground level. Learners will develop practical skills in selecting appropriate cleaning methods, tools, and chemicals while ensuring surface integrity and personal safety. Successful completion ensures the ability to deliver streak-free results and maintain a safe, professional work environment in line with industry standards.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Maintain property and assets

Maintaining property and assets is a critical function within facilities management, ensuring operational efficiency, safety, and compliance with legal and organisational standards. This element focuses on the systematic identification of maintenance needs, effective planning and scheduling of tasks, and the competent execution of maintenance activities, ranging from routine inspections to reactive repairs. Mastery of these skills ensures asset longevity, reduces operational downtime, and supports the overall strategic objectives of the organization.

iCQ Level 3 Certificate in Facilities Management Practice (RQF)

Cleaning with water fed pole systems

This subtopic focuses on the practical skills and underpinning knowledge required to safely and effectively use water-fed pole systems for cleaning, typically applied in window, façade, and high-level surface maintenance. Learners will develop competence in pre-use preparation, operational techniques, post-cleaning checks, waste management, and equipment return, aligning with industry standards to ensure quality results and compliance with health and safety regulations.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Clean high risk areas

This subtopic addresses the critical competencies for cleaning high-risk areas such as isolation rooms, operating theatres, or commercial kitchens, where contamination control is paramount. Learners must master strict hygiene protocols, correct use of personal protective equipment and cleaning agents, and adherence to colour-coding and waste disposal procedures to prevent healthcare-associated infections or foodborne illness outbreaks.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)

Deep clean equipment in premises and facilities

This subtopic centers on the systematic deep cleaning of equipment and surfaces, emphasizing the full cycle from preparation through execution to restoration of the work area, ensuring compliance with health and safety regulations and industry best practices. Learners will acquire the skills to select appropriate cleaning agents, use equipment safely, and restore areas to operational conditions, which is critical for maintaining hygiene standards in facilities such as hospitals, offices, and industrial sites.

iCQ Level 2 Certificate in Facilities Services (RQF)

Principles of working with and supervising others in a business environment

This subtopic explores the foundational principles of effective teamwork and supervision within a business environment, emphasizing collaborative practices that enhance operational efficiency. It examines the behaviors and communication strategies necessary to foster a positive workplace culture and the methods for evaluating individual and team performance. Practical application includes developing supervisory skills to manage diverse teams, resolve conflicts, and drive continuous improvement in facilities management contexts.

iCQ Level 3 Certificate in Facilities Management (RQF)

Supporting recruitment and selection procedures

This subtopic focuses on the essential administrative and analytical tasks required to support effective recruitment and selection within a facilities management context. Learners will develop skills in conducting systematic job analyses to define roles, and in producing clear, compliant documentation for advertising, shortlisting, and interviewing candidates. Mastery of these procedures ensures the attraction and selection of suitable personnel, underpinning workforce competence and organisational efficiency.

iCQ Level 3 Certificate in Facilities Management (RQF)

Manage a budget for own area or activity of work

This subtopic develops the learner's ability to prepare, manage, and review a budget specific to their area of responsibility within a facilities management context. It encompasses forecasting income and expenditure, monitoring financial performance, identifying variances, and taking corrective actions to ensure alignment with organisational objectives.

iCQ Level 3 Certificate in Facilities Management Practice (RQF), iCQ Level 4 Diploma in Facilities Management

Dealing with routine and non routine waste

This element covers the classification and management of routine (everyday, low-risk) and non-routine (hazardous, bulky, or unexpected) waste in cleaning contexts. Learners must grasp correct segregation, handling, and transfer procedures to comply with legislation such as the Environmental Protection Act and COSHH, ensuring safety and environmental responsibility. Practical application includes selecting appropriate PPE, containers, and disposal routes for diverse waste streams encountered in commercial and domestic cleaning.

iCQ Level 2 Certificate in Cleaning Principles (RQF)

Develop customer relationships

This element focuses on the proactive strategies and interpersonal skills required to foster trust and loyalty with clients in the facilities services sector. Learners explore how to consistently deliver service excellence, manage expectations, and build sustainable relationships that benefit both the customer and the service provider. Practical application involves understanding customer needs, effective communication, and problem-solving to ensure long-term partnership and repeat business.

iCQ Level 2 Certificate in Facilities Services (RQF)

Clean washrooms and replenish supplies

This subtopic covers the essential competencies for maintaining hygiene and presentation standards in washroom environments. Learners must demonstrate the ability to systematically prepare equipment and materials, execute cleaning tasks safely and effectively, and restock consumables while leaving the area fit for use. Mastery ensures compliance with health regulations and enhances customer satisfaction in commercial, hospitality, or healthcare settings.

iCQ Level 2 Certificate in Cleaning and Support Service Skills (RQF)