Case study 2 February 2020

Lloyds Banking Group – a holistic partnership approach

The challenge

As part of an integrated facilities management partnership, we provide security services (static guarding, mobile patrols and systems) across 4,533 Lloyds Banking Group (LBG) properties, comprising:

  • 2,875 branches
  • 341 commercial properties
  • Four data centres
  • Two training centres
  • 283 offices


Our mobilisation team worked through the separation of 632 TSB buildings, managing the complex transfer of more than 1,000 security staff, both first and second generation TUPE. The mobilisation process involved:

  • Migration from 550 suppliers, down to one provider (Mitie)
  • The introduction of a single reporting and data aggregation platform
  • A cultural change program to reflect the new LBG and Mitie shared vision

Additionally, we partnered with LBG to carry out a training needs analysis which resulted in development of a cultural change training program – supported by our national in-house training team.

Our training focuses on shared strategic values and a holistic partnership approach to service provision. Our partnership and ‘one team’ approach enables Mitie to act as an extension of the LBG team.


This contract demonstrates our capability to meet the demands of a customer with a huge UK footprint, and an estate requiring a large manned guarding resource.

Over the contract lifecycle, we have been able to drive a comprehensive guarding reduction plan, as well as the de-layering of management – enabling our service delivery to reflect the needs of the LBG operating structure.

Our innovative approach to the use of technology and operational process improvements has reduced operating costs and increased the physical security of LBG properties.

Our approach is informed by an understanding that a solution should be designed around risk. It is supported by a centralised MI platform, delivering visibility of the entire service and portfolio, enabling service provision design solutions to be based on accurate data.

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