With a relationship spanning more than 20 years, Mitie currently delivers a fully integrated FM service to Ladbrokes’ nationwide property portfolio, aiming to improve operational efficiency across their estate and help to ensure that their customers receive a genuine leisure experience.
- Electrical & water compliance
- Energy management
- Fire & Security systems
- Mechanical & Electrical maintenance
- Pest control
- Waste management
- 24/7 helpdesk
What did the client need?
Ladbrokes is the UK’s leading betting and gambling company, offering a range of services via its retail, digital and telephone operations. Efficient estate management is critical to ensuring that their day-day operations remain uninterrupted and their brand perceived positively.
Ladbrokes required an FM partner who could effectively manage their UK wide estate, assist them in improving their brand image and help them to achieve their sustainability goals.
How did we help?
Mitie currently deliver a range of FM services at more than 2,200 Ladbrokes retail outlets and their HQ based in Harrow. We manage over 343,000 assets, and complete more than 19,000 planned and 61,000 reactive maintenance tasks every year.
The scale of Ladbrokes’ estate and its customer-facing retail environment are challenging elements of our contract. To meet these demands, we utilise our multiskilled engineers, who work in conjunction with thirteen strategically located depots. Our nationwide capability helps to ensure that every store benefits from consistent quality and efficient delivery.
Developing a robust PPM regime was essential at the start of the contract. Mitie reviewed all assets within Ladbrokes estate, taking into account their age and environmental usage. Once input into our CAFM system, Maximo, we developed a tailored PPM programme to ensure all assets remain at optimum performance, reducing the number of reactive call outs and improving Ladbrokes’ operational efficiency. Mitie also regularly review reactive call out data with Ladbrokes operational team. This enables us to identify shops with frequent calls outs on specific assets, enabling us to replace assets where necessary and keep Ladbrokes’ estate in an excellent condition.
The cleanliness of Ladbrokes’ stores is essential to their customer experience. Mitie have developed an exciting new ‘Buddy System’, which helps us recover cleans where cleaning operatives are absent. The system is able to detect a non-attendance (from a lack of pin-in data), and find a nearby cleaning operative to carry out the clean as quickly as possible.
Achievements and innovations
- Consolidated Ladbrokes’ FM supply chain, reducing the number of suppliers through our extensive self-delivery capability.
- PPM completion 100% for statutory, mandatory and routine maintenance works, and 97% of calls answered within SLAs
- Replaced and upgrade the air conditioning units across the estate, bringing them up to TM44 standards and resulting in a £500,000 a month saving for Ladbrokes.
- Undertook a nationwide LED installation project to improve the existing lighting across over 1,900 stores.
- TUPE’d over 2,000 cleaning staff from the previous service provider with no disruption to Ladbrokes’ operation and no detrimental effect on the quality of service delivered.
LED upgrade project
To support Ladbrokes sustainability objectives, Mitie undertook the UK’s largest retail LED lighting project. This 30 week project saw Mitie replace the existing lighting in over 1,900 stores with an energy efficient LED solution, bespoke designed for each individual store.
As a result of this nationwide upgrade, Ladbrokes will save £3m per year in energy & maintenance costs and reduce their energy consumption by 18 million kWh per year, which means the project will pay for itself in three years. In addition, the project has improved each store’s image and enhanced the overall customer experience, providing Ladbrokes’ clientele with a warmer and brighter atmosphere.
Energy dashboard proposal
In 2016, Ladbrokes wanted to deliver a further 5% in energy savings. To support their goal, we have utilised our energy dashboard system, which provides real-time data on Ladbrokes’ energy consumption, allowing them to target high-usage shops and reduce excess energy waste from these sites,
Our second proposal is to install a new building management system (BMS) at 5 key sites, which will be remotely optimised to reduce energy consumption by 10-20%, and to use building analytics at 5 sites in order to deliver an estimated saving of 5%.
Following the trial of these proposals, we will determine the optimal approach to be rolled out for other sites in the portfolio.