A single point of contact is one person or number you contact for every facilities request, whatever the trade or site. It matters because it removes the guesswork about who to call, speeds up response and gives you one person who is accountable for the outcome.
What it looks like in practice
- One phone number for faults, answered around the clock.
- One account manager who knows your sites and your expectations.
- One way to raise requests, such as a portal or form.
- One report covering everything that was done.
Why it speeds things up
Without it, managers must work out whether to call the cleaner, an electrician or the landlord, and the problem waits. With one contact, the provider decides who attends and tracks it to completion.
Why it helps with accountability
When one party owns the outcome, there is no argument about whose job it was. You judge one provider on one set of measures.
What good looks like
- Requests are acknowledged and given a priority.
- The status is visible to you.
- Repeat issues are spotted and fixed at the cause.
At Progress, urgent and after-hours calls go to 1300 086 628, answered 24/7, and requests raised through the portal are tracked as work orders.
Frequently asked questions
Does a single point of contact mean one person?
Not always. It can be a team or helpdesk that is always staffed, backed by a named account manager.
Is it only useful for large portfolios?
No. Even one site benefits from knowing exactly who to call.
This page is general information about the topic and is not legal, financial or safety advice. Requirements vary by state, site and contract. Last reviewed 30 October 2026.