Enhancing estate performance at LSBU Group with IFM

Overview of the challenge

London South Bank University Group (LSBU Group) is a leader in technical education, offering learning opportunities at all levels. Their aim is to set students up for success by offering courses that are both accessible and high quality. This commitment means that individuals of any age and background can achieve their full potential.

However, the facilities management (FM) services required to support the university’s educational environment presented a significant challenge. With FM services previously spread across eight providers, LSBU Group sought an integrated solution to streamline operations and enhance service delivery.

Mitie was tasked with creating a unified FM team, consolidating services and responsibilities under a single integrated facilities management (IFM) contract. This involved transferring 300 full-time employees from eight suppliers, including those who had previously been integrated into the LSBU Group. The result was comprehensive FM provision, encompassing engineering maintenance, cleaning, portering, security, front-of-house services, waste management, landscaping and additional projects.

Our approach

During the critical first year of Mitie’s partnership with LSBU Group, the focus was on stabilising services and establishing a solid working relationship with the client team. A key priority was the implementation of a ‘one team’ ethos, emphasising collaboration to achieve consistent service delivery across all sites. This unified approach resulted in seamless operations without any major disruptions.

To strengthen operational efficiency and transparency, Mitie introduced a centralised helpdesk alongside customised dashboards to enhance reporting capabilities. These dashboards provide visibility of their statutory figures across the estate – 40 buildings in total – supporting compliance of their legal maintenance obligations.

The dedicated onboarding and integration of the new team were pivotal, with colleagues embracing the positive changes brought by Mitie. Looking ahead to the second year, the focus remains on driving innovation and continuing to evolve service delivery in line with LSBU Group’s needs.

“From the initial bid process, Mitie have demonstrated a deep understanding of LSBU Group business requirements and provided tailored solutions that perfectly addressed our needs. They were incredibly responsive and communicative throughout the entire mobilisation process and inaugural year, making it a smooth and efficient experience. We are already seeing significant improvements in compliance, planned maintenance and Soft Service Delivery and are confident that Mitie will be a valuable partner for LSBU Group into the future.”

The results

Establishing a strong relationship with LSBU Group has resulted in a collaborative and forward-thinking partnership. Challenges are approached transparently, leading to proactive problem-solving. This approach laid the groundwork for key achievements across the estate.

One of the major outcomes of year one was the dramatic improvement in the compliance rate of statutory maintenance across the estate – from an average of 73% to an impressive 100% within the first year. Mitie’s engineering team undertook critical upgrades and replacements to critical life safety equipment, delivering immediate cost savings for LSBU and enhancing safety. Additionally, the data and insights we’ve provided have helped inform LSBU’s estate management strategy, enabling the development of a lifecycle replacement budget for their buildings.

Furthermore, Mitie’s energy team supported LSBU’s application for funding under the Public Sector Decarbonisation Scheme (PSDS), securing substantial financial resources for an ambitious decarbonisation project. This has resulted in ongoing collaboration to deliver decarbonisation initiatives across the estate.

As the partnership moves into its second year, we look forward to continuing to deliver transformative solutions for LSBU.

Why choose Mitie?

Smarter together with Integrated Facilities Management. IFM combines all the services you need, expertly delivered and in tune with your ambitions to support your high-performing places.