Property & Facility Management & Engineering

Property & Facility Management & Engineering

We identify and implement ways to minimize energy consumption, greenhouse gas emissions, water use and waste. We encourage vendors, suppliers and tenants to engage in sustainable practices.
193.6M square feet under management
452 number of property managers
1,118 number of
What We Said:
Hines will continue to increase participation by non-U.S. properties in tracking energy, water and waste data. Additionally, the firm will begin exploring advanced energy metering platforms. We will add 10 more properties to the LEED Volume Certification (VC) program in 2015 and launch a cloud-based platform to track and manage leasing.
What We Did:
Hines increased the number of non-U.S. properties tracking environmental data by 28 percent in 2015. Ten properties have been added to the LEED VC program. VTS was selected as the cloud-based lease management software provider for the firm.
What’s Next?
Hines will investigate procuring energy intelligence software to enhance the firm's capabilities in real-time energy monitoring and environmental management.
  • 2015 Tenant Satisfaction Survey
  • Managing at the Property Level
  • COES Standards
  • Energy Tracking
  • Hines and ENERGY STAR
  • Water Tracking and Initiatives
  • Waste Diversion
  • Paper-Lite Program
  • Hines Best Practices
  • Greenhouse Gas (GHG) Emissions
  • Hines GREEN OFFICE Program
  • Contractor and Vendor Policies
  • Tenant Manuals

Hines property management teams provide superior service and maintain high-quality amenities. We collaborate with tenants to create work spaces that help fulfill their business objectives. Hines engineering teams focus on maximizing building performance, reducing the cost of operations and improving the comfort of occupants.

2015 Tenant Satisfaction Survey

Hines commissions a third party to conduct tenant surveys to gauge tenant satisfaction. The 2015 survey, administered as a web survey by email invitation, had 2,111 respondents, an 88 percent response rate. Of all the tenants who responded, 95 percent were satisfied overall with Hines property management and 93 percent were satisfied overall with maintenance and engineering. When asked, “How do you rate your satisfaction with Hines’ commitment to sustainability?” 82 percent of responders rated their satisfaction as “Good” or “Excellent,” and 64 percent felt “green” building operation was important or very important to their company.

95 percent satisfied overall with Hines
93 percent satisfied with maintenance and engineering
82 percent rated their satisfaction with Hines’ commitment to sustainability as “Good” or “Excellent”

Tenant interest in green initiatives in their buildings:

Managing at the Property Level

A multitude of factors contribute to building performance: local climate, regulatory context, building history and tenant requirements. Accordingly, Hines property managers and engineers are charged with the greatest responsibility at the property level. Property managers are responsible for the daily operation of the property including tenant relations, lease administration, on-site accounting, security, cleaning and other contract services. Engineers are responsible for management and maintenance of all building systems and infrastructure.

Properties are supported by the Hines Central Operations and Engineering Services department and the Operations Management Committee.

Central Operations and Engineering Services (COES)
COES supports Hines’ on-site management teams by providing standards guidelines and periodic assessments of property administration; risk administration; personnel management; contract services; mechanical physical facilities; preventive maintenance; energy management; equipment efficiency; water treatment; and personnel development.

Operations and engineering assessments are performed every two to five years based on a property-specific risk matrix. An assessment report is provided by the review team following the assessment, which includes an executive summary, a listing of all areas reviewed, any findings and suggested remedies. Each item reviewed either “Meets,” “Meets with Few Exceptions” or “Does Not Meet” the Hines standards for either operations or engineering. Specific action plans are developed for areas that do not meet expectations.

Operations Management Committee (OMC)
The OMC serves as an interface between property-level management and executive leadership, providing problem solving and guidance on issues, standards and best practices that can benefit multiple properties or regions.

Energy Tracking

Hines engineers track energy consumption at Hines-managed properties. Energy management and conservation practices occur daily, as engineers balance equipment to demand loads based on weather, time of day and tenant activity. Utility meter tracking and reporting serves as a benchmarking tool for month-to-month, year-to-year and property-to-property comparisons. Hines does not set blanket reduction mandates; optimum efficiency is continually achieved by rigorous assessment and identification of strategic infrastructure improvements.

Energy Control and Optimization System (ECOS)
The energy consumption of Hines-managed buildings has been tracked from the earliest days of the company. Today, using a proprietary web-based application called ECOS, engineers input property information, certifications, monthly utilities cost and consumption totals, degree days and average occupancy. Automated analytics tools permit evaluation of data integrity and trends by property, by region or company-wide.

2015 Building Energy Intensity by Region5
Energy intensity for properties that represent predominately office space with total building energy data


The U.S. Environmental Protection Agency’s ENERGY STAR program includes an energy performance rating system for commercial buildings. In 1999, Hines became the first international and privately held real estate company in the world to commit to ENERGY STAR. Since then, Hines has earned labels for 309 buildings representing more than 123.6 million square feet. Hines’ specific ENERGY STAR strategy and initiatives are led by the ENERGY STAR Management Group (ESMG). This team, formed in 2001, consists of engineering leaders from Hines’ central headquarters and every U.S. Hines business region who have developed special networks with their engineering colleagues to support firm-wide energy conservation goals.

Comparison of Hines ENERGY STAR-labeled buildings to the national median6:

42.5% more energy efficient
$1.31 energy cost savings
per sf per year
$53.1M total portfolio
savings per year
191,502 metric tons annual
reduction in CO2e
Water Tracking and Initiatives

Water consumption and costs, derived from utility bills, are tracked in ECOS by building engineers. As Hines has leveraged green building standards, water consumption from occupant use has decreased. Hines continues to evaluate the lifecycle water savings and costs of restroom retrofits in existing buildings.

U.S. Building Water Intensity 2003–20157
Historical water intensity for properties that represent predominately office space with total building water data

Waste Diversion

In 2013, Hines added tracking of waste and recycling to ECOS. Unique solutions were integrated to accommodate regional differences in waste management, such as incineration for fuel use in Europe. Hines Central Resources provided web-based training and tools to all properties.

2015 Waste Diversion Rate8
The solid waste diversion rate is the amount of recycled waste as a percent of total solid waste for properties across our regions. The goal is to increase the amount of waste diverted from landfills and raise the percent diversion rate.

Hines Best Practices

Hines administers a Best Practices Program to promote innovation by operations, engineering, design and construction professionals. A best practice is defined as a documented tactic, strategy, process, new technique or new technology that produces superior performance and is readily adaptable to other Hines offices or properties.

Ideas are submitted to a committee, evaluated and approved if they meet standards for efficiency, value, applicability, creativity and quality. Awardees are acknowledged with various forms of recognition.

The global program currently represents more than 270 best practices submitted by over 78 teams and 192 individuals; 11 best practices were approved in 2015, three in the Engineering department and eight in the Operations group.

Greenhouse Gas (GHG) Emissions

Hines recognizes that as a property owner and manager in over 100 cities worldwide, it can contribute to the carbon reduction goals of municipalities and tenants.

Directly, Hines focuses on the energy-efficient operation of its buildings. By rigorously tracking energy consumption and refrigerants, Hines can account for GHG emissions. At present, Hines does not find that the conversion of energy consumption into carbon equivalents adds meaning to help the company manage buildings more effectively. Most Hines properties do not currently utilize electricity from renewable sources, except where provided in the standard grid power mix from local utilities.

Indirectly, adherence to the LEED, ENERGY STAR and other international sustainability certificates inherently reduces the carbon impact of new developments and building lifecycles. Additionally, the HinesGO® (GREEN OFFICE) for Tenants program provides practical GHG reduction-yielding tools for tenants.

Unavoidable leakage of refrigerant GHG emissions from cooling systems is tracked and reported monthly by building engineers at all U.S. properties. By testing and maintaining systems in peak condition, engineers work to avoid these emissions to the greatest extent possible in existing buildings.

Hines GREEN OFFICE Program

In 2008, Hines initiated HinesGO (Hines GREEN OFFICE) to measure and reward sustainable practices within Hines offices worldwide, and a year later Hines launched the program for voluntary participation by tenants. Leaf Credits are earned by implementing specific strategies or improvements in six categories: energy efficiency; people and atmosphere; reduce, reuse, recycle; LEED; travel and commuting; and remodeling and construction.

841 active tenants have achieved
31.6 million leased
square feet of GREEN
OFFICE tenants
40.3% of total occupied space firm-wide in the program

HinesGO Scorecard
Leaf Credits are earned by implementing specific strategies or improvements in six categories.
A minimum of 70 Leaf Credits qualifies an office for the GREEN OFFICE designation.

Contractor and Vendor Policies

Security and cleaning services are provided by third-party contractors in Hines-operated properties. Hines expects all of its service contractors to comply with applicable laws relating to payment of wages and benefits, worker health and safety, interacting with labor organizations and other workplace laws. U.S. security, cleaning and other contracts include clauses for insurance, liability, non-discrimination, confidentiality and Office of Foreign Asset Control (OFAC). Respecting labor union relations, Hines is committed to a position of neutrality, guided by the interests of its partners, investors, clients and tenants.

Tenant Manuals

Hines communicates property-specific procedures in tenant manuals, distributed in print and, increasingly, in digital formats. In addition to basic property management resources, security and emergency response instructions are included for medical, fire, earthquake, terrorism and other emergencies where applicable. Tenants are also oriented to heating, cooling and ventilation systems, and other automated systems, to ensure a balance of comfort and efficiency.