Home Why Mitie Collaboration with our customers

Collaboration with our customers

We invest in your success and work as your strategic partner. As part of a customer’s organisation, we unlock the value of their estates and buildings. We help you spot opportunities, navigate risks and turn your overheads into assets.

We’re your strategic partner helping you unlock the true value of your built environment. Mitie have achieved the ISO 44001 certification, the International Standard for Collaborative Working, aligning shared values and joint objectives for a seamless partnership.

Using our leading industry knowledge and unmatched knowledge of the shifting regulatory landscape, we’ll help you navigate risks and spot opportunities.

Effective collaborative working

We collaborate with our customers as strategic partners, rather than simply as suppliers.

Collaboration is the golden thread that runs through everything we do – it is key to forming, managing, and sustaining effective business relationships that drive value.

In March 2024, Mitie Group achieved ISO 44001 certification, demonstrating our commitment to collaborative working. This aligns closely with our core value, ‘Our customer’s business is our business,’ and reinforces the importance of building strong, value-driven relationships with our clients and partners.

Finish with an evidence statement of how this has improved the experience for our customers.

Find out more about this cerification
Professional woman pointing at a presentation screen in a boardroom

Real change, brought to life

Women writing on an office whiteboard
  • Case study
  • 3 April 2025
Helping NATS fly high through collaboration
NATS, the UK’s leading provider of air traffic control services, found a collaborative FM partner in Mitie that met the ISO 44001 standard.
Two purple Mitie cleaning robots, with a Mitie cleaning colleague, in a London Heathrow Airport terminal
  • Case study
  • 8 November 2024
Mitie’s Cleaning Centre of Excellence thrives at Heathrow
Mitie has trained 380 colleagues and showcased innovation at the Cleaning Centre of Excellence at London Heathrow Airport since January 2024.
  • Case study
  • 21 October 2024
A step towards net zero for David Lloyd Leisure, with Mitie Custom Solar
David Lloyd Leisure aim to become net zero by 2030, and Mitie Custom Solar have been working with them to add solar PV panels to their clubs.
  • Case study
  • 17 October 2024
Mitie’s engineers keep Co-op running smoothly
Mitie have been responsible for engineering and maintenance at key Co-op sites since 2017, delivering savings in cost, time and energy.
  • Case study
  • 19 July 2024
Mitie partners with Network Rail to tackle waste at Euston Station
Mitie Waste is supporting Network Rail to increase recycling at their stations, with London Euston seeing a 70% reduction in waste collection.

Record customer satisfaction

Mitie has achieved record customer satisfaction, returning an FY24 Net Promoter Score (NPS) of +60 from over 1,000 clients. This represents an 18-point increase on FY23 and an impressive 87-point increase since the beginning of our annual NPS programme in FY18, when we scored -27.

  • We listen to customers
  • We act on what customers say
  • We address problems
  • We improve delivery

When colleagues are personally called out in positive NPS feedback, they receive a Mitie Star award certificate in recognition of their contribution. This aspect of the programme rewards a job well done and also makes sure everyone knows they have a role to play in delivering exceptional service.

2024 NPS programme highlights

59%

NPS response rate compared with 24% average B2B

84%

of customers are satisfied with Mitie technology

86%

of customers say Mitie brings new ideas and innovation

900+

employees were recognised with Mitie Stars based on customer NPS survey nominations