Integrated FM at the FCDO

Overview of the challenge

The Foreign, Commonwealth and Development Office leads the UK’s diplomatic, development and consular work around the world. Perhaps it’s not surprising that since Mitie began partnering the FCDO in 2010, change has been a constant. In the interim period London has hosted the 2012 Olympics, HRH Queen Elizabeth II celebrated her Platinum Jubilee, King Charles III was coronated and the 2024 general election led to a new Labour Government.

Against this backdrop, the FCDO has undergone significant changes too. Perhaps one of the largest projects was moving more than 1,000 people, together with equipment and furniture, out of the Old Admiralty Building in 2015.

Countless other projects include:

• Five-year restoration of the grand staircase in the FCDO’s main King Charles Street office
• Conversion of a grade II-listed barn at the Hanslope Park site in Milton Keynes into a multi-use facility
• Installation of air source heat pumps at Hanslope Park’s Building 109

In each case Mitie has provided a broad spectrum of support – just what the FCDO needs from its integrated facilities management partner.

Our approach

More than 130 Mitie colleagues work alongside the FCDO, supporting on everything from daily operations to annual commitments and once-in-a-lifetime events.

Our services reflect the broad scope of the FCDO’s requirements. Self-delivery means we can be agile and responsive to changing needs. For example, in response to the Covid-19 pandemic, in 2020 we produced a detailed business continuity plan. This covered risk assessments, reoccupation planning and social distancing and sanitisation to keep the FCDO running smoothly.

More recently, we have focused on cleaning standards, particularly at the FCDO’s main offices on King Charles Street. With support from Mitie’s Cleaning and Hygiene Centre of Excellence, we produced a comprehensive roadmap for boosting cleanliness by investing in the latest technologies and methods.

In line with Government sustainability commitments, Mitie has also supported the FCDO’s decarbonisation efforts. We installed two solar canopies at Hanslope Park in 2023, providing cover for 22 cars and generating sustainable power for the site’s LV network. A year later Mitie boosted the site’s electrical resilience with an uninterruptible power supply. We also installed air source heat pumps for Building 109 to provide sustainable supplementary heating.

Dedicated colleagues are crucial to Mitie’s exceptional delivery for the FCDO. Besides supporting their careers with training and providing opportunities for progression, Mitie has invested in community-focused activities, such as free Friday breakfasts. Those who go above and beyond are recognised with Mitie Star awards; 68 were awarded between June and November 2024.

“Your team here at the FCDO ticks all the requirements and more. No contract can ever capture the value added elements.”

The results

The success of Mitie’s partnership with the FCDO is reflected in the continued rise of the Net Promoter Score (NPS). As of February 2025, it stands at +50 – a cumulative rise of +83 since 2018.

In addition, between June and November 2024, Mitie consistently exceeded 99% in statutory PPM performance. This is the highest since the contract began and also demonstrates our exceptional standards of delivery that secure the future of high performing places.

Why choose Mitie?

By bringing your FM and workplace services together, integrated facilities management (IFM) from Mitie opens the door to innovation and smarter ways to deliver your goals. You gain access to our unrivalled in-house specialists alongside our advanced data capabilities, all combined in one IFM platform. This provides you with the insights, expertise and solutions to get the outcomes you need.