How We Do It

Also, the 81.5% of customers who do stay usually pay more to stay. This is because when they first move-in to the centre, the price achieved reflects only a promise of good service, whereas at renewal, the customer has direct experience of the service and assigns a greater value to it than expected.

‘It’s A Pleasant Place To Work With Good Facilities And Helpful Staff’

Rachel – UKEC – Citibase Newcastle

Our Products Are ‘Easy In – Easy Out’

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A key attribute of successful small businesses is agility. Small businesses which lack agility, either become very niche or stop trading. Traditional office leases are inherently inflexible and therefore conflict with the survival instincts of SME’s.

Whereas traditional leases start with the rights of building owners as enshrined in the Landlord and Tenant Act (1954), Citibase starts with the needs of the customer. If a customer is going to occupy offices in the Citibase Business Centre, then the most flexible contract will be for 3 months. The average initial term of new customer’s agreements is 11 months, which is significantly less than the initial average term of new office leases which is 60 months.

Also, if a customer wants to experience the benefits of a Citibase Business Centre without actually occupying an office, then the Virtual Office and Meeting Room products are available from 1 month and 30 minutes respectively.

One day, most offices will be sold this way.

Our Network Is National

As cost-conscious SME’s operate in all areas of the UK, Citibase is able to operate successfully in most towns and cities.

Currently, the UK network is spread from Aberdeen to Brighton and many points in between. In theory, this enables customers to use multiple Citibase centres for their business. In reality, this seldom happens as most small businesses tend to have a single office.

Having such a geographically dispersed network means that any new centres which open are likely to be close to an existing centre. This makes expansion easy to execute as experienced Citibase staff are close by and available to help.

Our Network Is National

As cost-conscious SME’s operate in all areas of the UK, Citibase is able to operate successfully in most towns and cities.

Currently, the UK network is spread from Aberdeen to Brighton and many points in between. In theory, this enables customers to use multiple Citibase centres for their business. In reality, this seldom happens as most small businesses tend to have a single office.

Having such a geographically dispersed network means that any new centres which open are likely to be close to an existing centre. This makes expansion easy to execute as experienced Citibase staff are close by and available to help.

Our Technology Is Reliable

The provision of reliable, high-speed broadband is an essential requirement for fast-moving, small businesses. When launching a new Business Centre, Citibase installs a 100MB fibre cable, which is divided into dedicated bandwidth and sold to customers who require un-contended provision. This service gives customers an excellent user experience which encourages them to become long-term customers.

Our Customer Service Is High, So Customers Are Sticky

Citibase Business Centres provide 3/4 star offices with 5 star service. As customers are all on ‘Easy-In Easy-Out’ contracts, they are able to leave very quickly if service levels are poor. Consequently, high levels of customer service are crucial to the success of the business.

The Citibase operational teams help support the businesses of entrepreneurs on a daily basis. This requires skill, empathy and determination.

The key to the Citibase model of customer service is to combine people, process and culture.

The Citibase operational teams are populated by people with big, customer-focussed personalities. This is particularly true of our Commercial Managers, who each have daily responsibility for the performance of a number of centres.

The culture of Citibase is to be honest, hard-working and practical in support of our customers. Our customers appear to enjoy the culture and environment provided by Citibase as our retention rates are impressive at just under 70%. 

Our Locations Are Desirable To SME’s

Our Prices are Low and All Inclusive

Citibase has adopted the strategy of providing Business Centres which are attractive to SME’s. SME’s are particularly concerned to achieve a low total occupancy cost. Therefore, in order to succeed, Citibase has to provide attractive product at prices which are competitive against the next best alternative.

When looking at new buildings, Citibase always starts with the price at which SME’s are prepared to pay and works back from that. The result of this pricing strategy is that we can sell at competitive prices and still deliver a good margin due to our low cost-base.

Our Locations Are Desirable To SME’s

Our Prices are Low and All Inclusive

Citibase has adopted the strategy of providing Business Centres which are attractive to SME’s. SME’s are particularly concerned to achieve a low total occupancy cost. Therefore, in order to succeed, Citibase has to provide attractive product at prices which are competitive against the next best alternative.

When looking at new buildings, Citibase always starts with the price at which SME’s are prepared to pay and works back from that. The result of this pricing strategy is that we can sell at competitive prices and still deliver a good margin due to our low cost-base.

Our ‘Freedom At Work’ Branding Deliberately Targets SME’s

The ‘Freedom at Work’ branding employed by Citibase is designed to appeal directly to the owner of a small business.

The brand promises freedom from the restrictive, inflexible and onerous leases offered in the conventional market and freedom to be in control of your own office provision, including the location, size, term and price.

The concept of Freedom at Work, determines the operational interface with customers at centre level. If a customer wants bespoke fit-out of their space or bespoke IT capability, the Citibase team will be happy to engage, within commercial and legal boundaries.

Re-launch With Product Attractive To Cost-conscious SME’s

All markets are driven by the need of customers. Citibase is prospering in a niche in the commercial property market as we start with the customer and work back as opposed to the traditional approach of starting with the building and working forward. During over 24 years of listening to our customers, we understand that SME’s require well-located, good value, offices on flexible terms with fast, reliable broadband and a friendly Citibase team. Therefore, we call our occupiers ‘customers’, not tenants.

Install Citibase People, Process And Systems

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For a building owner with the right secondary office stock, Citibase can provide a full management services solution which is very different to the traditional office agency approach and unique in the UK:

  • Our fit-out team are targeted to prepare a building for re-launch for £12.50 per sq. ft.
  • Our sales team can fill the building and generate cash from local cost-conscious SMEs
  • Our operational team can manage the service delivery, compliance and building administration
  • Our accounting team can invoice and collect the cash, control expenditure and report results
  • Our bespoke systems and processes can be deployed to provide a robust platform refined during over 24 years of experience
  • Our client services team ensures that the Citibase Business Centre is driven to maximum performance by providing a bridge between our building owner and the operational team

‘Landlords Will Need To Offer Good Property Managers Tuned Into The Needs Of Their Tenants.’
Lambert Smith Hampton

Fill The Centre With Customers

Our customers are the heart and soul of Citibase.

Fill The Centre With Customers

Our customers are the heart and soul of Citibase.

Employ the Business Centre Team

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As Citibase provides product for cost-conscious SME’s, our Business Centres are frequently in the worst building in or near the best street. The features of the building do not sell themselves. However, the warm and welcoming environment created by the Citibase team is a major reason that customers choose to locate their business in a Citibase Business Centre and is central to our success. We employ people based on their values (hard-work, honesty, humour, service) and then teach them the Citibase process.

The most successful employees are then given greater responsibility or are promoted. This creates a vibrant culture which is attractive to our customers. 

Promote The Citibase Business Centre

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Citibase has found a niche in the commercial office letting market which is populated by cost-conscious SME’s who require a cost-effective and flexible alternative to a conventional lease. Only a small percentage of these customers find Citibase via a commercial agent. Most are attracted by signage and or via an internet search engine. Consequently, Citibase invests time in promoting the business via the internet and via specialist internet brokers who provide leads.

Install Fast Broadband and Furniture

Most Citibase offices are offered for sale with desks, chairs, cabinets, telephones and fast broadband. Occasionally, a customer may have specific requirements which we will accommodate if they are commercially viable. All products used are cost-effective but fit for business. Also, most Citibase Business Centres are fitted with a dedicated 100mb broadband cable which is distributed to customers via Cat6 cabling or wireless. Citibase can provide this broadband in dedicated multiples of 1mb to customers in response to their requirements. This provides a significant revenue stream for our clients.

Install Fast Broadband and Furniture

Most Citibase offices are offered for sale with desks, chairs, cabinets, telephones and fast broadband. Occasionally, a customer may have specific requirements which we will accommodate if they are commercially viable. All products used are cost-effective but fit for business. Also, most Citibase Business Centres are fitted with a dedicated 100mb broadband cable which is distributed to customers via Cat6 cabling or wireless. Citibase can provide this broadband in dedicated multiples of 1mb to customers in response to their requirements. This provides a significant revenue stream for our clients.

The Building Owner and Citibase Agree a Fully-Costed Schedule of Works

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When turning the plan into reality, Citibase adopts a low-cost approach to design and fit-out. In order to preserve cash, Citibase will always try to re-use any fixtures and fittings left by the previous occupier. Often this creates a very significant saving. Citibase customers require fixtures and fittings which are clean and fit for purpose. They are not prepared to pay extra for a swanky fit-out, so we advise our clients to preserve cash by creating a simple but effective environment which is attractive to customers.

This cost-conscious approach to refurbishment means that we can often refurbish an empty building for as little as £12.50 per sq ft. 

A Plan to Maximise Building Potential is Agreed

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Citibase has adopted the pricing philosophy of a low-cost airline and applied this to commercial offices. Citibase Business Centres are specifically designed to have the minimum amount of unsellable space e.g. corridors/break-out areas and the maximum number of small offices containing the maximum number of workstations. These workstations are then priced against the next best alternative in the local market and flexed up or down subject to the relative quality of the room, the length of term and sometimes the size of the requirement.

This enables Citibase to offer their customers the best value pricing in the market and deliver a return for the building owner. 

The Building Owner Appoints Citibase

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Building owners usually appoint Citibase as they have an empty building for which they have been unable to find occupiers. Many of these buildings are in a poor state of repair and the building owner faces a significant injection of cash in order to return the space to a marketable quality. An expensive refurbishment is a gamble in weak letting markets. Building owners appoint Citibase as our customers are cost-conscious SMEs who do not require an expensive fit-out. This means that the building owner can re-launch the empty space with a minimal cash investment.