Phoenix embraces an IFM partnership with Mitie

Overview of the challenge

Phoenix is the UK’s largest long-term savings and retirement business. In August 2023, they bought all their facilities management services for their UK estate under one supplier for the first time. And we were proud to be the chosen supplier, consolidating six external providers into a single accountable team with self-delivered integrated facilities management (IFM). This bought three different organisations under one Mitie banner.

As part of the contract, we’re responsible for the operational management, maintenance, cleaning, security, catering, waste management, landscaping, reception and workplace concierge services, and extra projects. Additionally, we’re supporting Phoenix Group’s commitment to reducing carbon emissions with a designated Plan Zero Energy Manager.

The client was looking for a supplier who could deliver consistency of service and an exceptional customer journey. To achieve this, our key priority from the start was embedding Mitie’s ways of working within Phoenix Group’s facilities operations. This presented some initial challenges, which included encouraging teams to embrace our technology. We were proposing significant changes to how the teams previously managed their day-to-day activities, so bringing them on the journey would be crucial.

Our approach

Year one was all about embedding the partnership. One of the main objectives was having a ‘one team’ approach to service transformation, supporting the consistency of service delivery across all sites. This was a success, with no disruption or difference in service.

Using our technology-led approach, we introduced a centralised helpdesk providing the client with an effective, consistent support service. We were also able to provide a live overview of jobs through our insight platform, Mozaic, which provides data from maintenance jobs across the estate. To support efficiencies the team embraced our robotic cleaning and robotic landscape technology, helping to save time and maintain high levels of cleanliness and quality.

We’re also supporting with Phoenix Group’s 2025 carbon neutral target. We reviewed their buildings and presented an EPC (Energy Performance Contract), providing a pipeline of changes we can implement to make both carbon and monetary savings for the client. Through our Clean Zero programme we’ve already removed all chemical cleaners from the contract and look forward to supporting further with their green initiatives.

A major achievement within the first year was the facilities team coming together. The key was supporting each individual’s onboarding journey, working with them to embrace our new ways of working and the Mitie culture. This is something that will only strengthen as we move into year two.

The results

Over the last 12 months, the teams have embraced our new technology. This has included bringing all of their estate information into one CAFM system, Mozaic, for the first time. This means they can now access all of the real-time data on their asset estate in one place, making compliance straightforward.

We’ve also achieved efficiencies by introducing robotics and new technologies, allowing us to redistribute resource more effectively. This saves valuable time that the team can use to focus on implementing new initiatives and elevating standards.

The biggest success was delivering day one activities through the mobilisation programme. Thanks to the project team, there were no issues with service delivery from day one, and no disruption to services. Within the first year, we successfully completed 11,931 reactive tasks with a 92% first time fix overall.

Moving forward from a successful first year, year two will focus on the consistency of service delivery and sustainable continuous improvement. Using innovation, we’ll drive further efficiencies to improve the customer journey and support Phoenix as they evolve their property portfolio.

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