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January 2026: The Love Our Buildings pilot schemes at South Kensington and Hammersmith Hospital campuses have now concluded. Please see below for an update on the performance of these trials.

February 2026: We will be rolling out a new and improved trial named Love Our Buildings Plus (LoB+) in the Electrical Engineering Building from early February. Please note, during early weeks of the trial you may see staff wearing 'Bidvest Noonan' branded 'Love Our Buildings' clothing, whilst we roll out the new 'Mitie' branded  attire.

Learn more about Love Our Buildings Plus.

How did our trials go?

South Kensington

Across the trial period, 6,532 jobs were raised, including 4,327 reactive jobs, 836 cleaning tasks and 1,369 minor works. Responsiveness improved significantly, with almost 75% of reactive jobs attended to within the <6 hour target time, reflecting the more agile and customer-focused service the Property Division is pursuing.

Plumbing, drainage, lighting and carpentry were the most common areas of demand. A core focus of the South Kensington trial was improving cleaning within our 5 trial buildings. Improvements here were achieved through more using toilet sensor data to optimise cleaning rotas, coordinated liaison with maintenance and building champions and increased quality assurance checks. This clearer picture of where activity is focused will help us continue to target support effectively.

By enabling the LOB facilities manager to scope and resolve tickets and projects directly, we were also able to reduce costs by up to 36% when compared with our projected trial costs.

Hammersmith Hospital

Across the trial period, 2,523 maintenance requests were raised, including 1,330 reactive jobs, 388 cleaning tasks and 805 minor works. Responsiveness improved significantly, with almost 60% of reactive jobs attended to within four hours or less, reflecting the more agile and customer-focused service the Property Division is pursuing.

Carpentry, plumbing, cleaning and lighting were the most common areas of demand, and the majority of requests were concentrated in the Commonwealth, ICTEM and Wolfson buildings, which together accounted for around 90% of all jobs raised. This clearer picture of where activity is focused will help us continue to target support effectively.

By enabling the LOB facilities manager to scope and resolve tickets and projects directly, we were also able to reduce costs by up to 40% when compared with our projected trial costs.

What is Love Our Buildings?

Love Our Buildings is a trial approach to how we manage and maintain our campuses. 

It was developed in recognition that we needed to design a model that makes responding to everyday maintenance frustrations easier and quicker.

Key elements introduced in the Love Our Buildings scheme are:

Pillars of activity

Building Champions

Love Our Buildings sees the introduction of Building Champions — friendly, familiar faces around your building to provide easy points of contact.

Champions proactively coordinate how defects are fixed, make sure rooms are in top condition, and find ways to improve the building experience.​

Small works

To support the Building Champions, we created a rapid response small works team of tradespeople for day-to-day, non-urgent maintenance. The team speeds up how we respond to everyday issues, with an objective to respond to maintenance requests within 4 hours (during working hours).

What kinds of jobs are covered?

The project is designed to improve how we responded to 'low-level' maintenance issues; problems that are not necessarily urgent, but nonetheless cause everyday frustrations. This include:

  • Window drafts
  • Flickering or faulty lights
  • Toilet/plumbing issues
  • Broken blinds
  • Damaged walls/doors
  • Decorating issues

By creating additional resource to tackle these issues, capacity is freed up for our standard maintenance teams to focus on more urgent, time-sensitive problems.

 

What was the rationale?

Our maintenance team are asked to respond to over 95,000 defect reports each year, ranging from a flickering light bulb to issues that may close entire buildings. Historically, they have been asked to prioritise issues more complex, time-sensitive defects.

As demonstrated in the 2023 UniForum survey, however, the result is that too often the ‘simple’, day-to-day fixes are too slow and are dependent on complex external contractors. Over time, this has produced a feeling that certain areas of campus are insufficiently looked after. 

Love Our Buildings creates more resource for the ‘smaller’ tasks, thereby freeing up our maintenance team to fully focus on the urgent issues.