visitors in 2025
programme completed on time
disruption to daytime visitor experience
Overview of the challenge
The Natural History Museum needed to transform their ageing toilet facilities into modern, accessible spaces that matched visitor expectations – without compromising day-to-day operations.
The Museum welcomed a record-breaking 7.1m visitors in 2025, making it the UK’s most visited attraction that year. But delivering construction work in a live, high-footfall heritage environment brought added complexity. Public access had to be maintained at all times, with tight controls on noise, dust and disruption. Logistics were equally challenging, with deliveries restricted to specific hours and works taking place in sensitive areas of the building.
The programme also faced supply chain delays, particularly around key equipment, putting pressure on sequencing and timelines. With a fixed four-month deadline, the project demanded careful planning, flexibility and close collaboration to keep everything moving without impacting the visitor experience.
Our approach
Mitie took full responsibility as Principal Contractor, leading the planning, coordination, management and delivery of the refurbishment works.
A carefully phased programme allowed construction to progress while the Museum remained fully operational. When supply chain delays threatened the schedule, the team adapted quickly, introducing targeted night shifts to maintain momentum. This enabled critical activities to continue without affecting visitors or daytime operations.
The works included a full refurbishment of the North Hall toilets and the Waterhouse East basement toilet facilities, delivering new sanitaryware, mechanical and electrical improvements, enhanced finishes and improved accessibility throughout.
Strong stakeholder communication, strict health and safety controls and high standards of cleanliness ensured the environment remained safe and welcoming throughout the project.
The results
The Museum now has modern, high-quality facilities that significantly improve comfort, accessibility and the overall visitor experience.
Despite programme pressures, the works were delivered on time, safely and with minimal disruption. As a result, the outcome has demonstrated how flexible planning and proactive delivery can keep complex projects on track in live public environments.
Why choose Mitie?
Plan, deliver and optimise capital projects across the built environment. Whether it’s a major engineering programme or a targeted upgrade, our role as a principal contractor covers everything from strategy and design through to execution and optimisation.
Our services
- Energy and power
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