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London Borough of Croydon


In July 2006, Interserve won one of the first of a new breed of integrated total facilities management partnerships with the London Borough of Croydon, designed to use the facilities portfolio as an enabler for change and improvement.

London Borough of Croydon

The strategic partnership combines 50 single-service providers into a single integrated delivery model and supports Croydon’s corporate objectives of sustainable development, fair trade, people development and supporting local communities.

Our collaborative working relationship is based around the 4ps Gateway Review Process and is enabling the council to improve performance and redirect savings into front line services. The partnership has also led to big improvements in services such as reducing waste, increasing recycling and switching to more sustainable energy solutions.


  • Building maintenance
  • Security
  • Cleaning including window cleaning
  • Catering
  • Mailroom
  • Reprographics
  • Energy and utilities management
  • Room bookings
  • Porterage
  • Minor and major projects
  • Helpdesk
  • Health and safety
  • Asset and lifecycle management
  • Sustainable development


  • Efficiencies of 20 per cent (£4m over a two-year period), just by moving to Interserve, a single-service provider
  • Decrease in administrative costs by reducing invoice processing from 28,000 invoices p.a. to 12
  • £1.5m saving over seven years by investing in new reprographic equipment to reduce printing costs and improve production quantity
  • Reduction in postage costs by investing in new mailroom equipment and developing a new mail strategy that uses envelope and paperweight management to deliver long-term savings
  • Recycling performance has increased from 116 tonnes to over 300 in two years
  • In 2007 Interserve received “highly commended” status in the Efficiency Achievement of the Year award at the Municipal Journal (MJ) Achievement Awards. We also received the Premises and Facilities (PFM) Awards for Partners in Public Services
  • Fair Trade products and ingredients were introduced at all our catering facilities. This includes a Deli service, which Interserve has transformed into a modern leisure facility, used by 2,000 Council employees
  • The CBI has used this strategic partnership as evidence of the benefits that public private relationships can bring to local authorities
  • The Council has access to real-time, web-based management information through Maximo
  • Quality, Health and safety and Environmental accreditations.


  • Seven-year contract with an option of a three-year extension
  • Over 27,000 room bookings since contract start
  • Completed 12,420 response repairs
  • Processed 2,400,000 pieces of mail 
  • 230 staff mobilised and 50 subcontractors consolidated in 70 days.

How We Help


Producing and serving fresh, tasty meals that support and enhance government nutritional standards.

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Operating nationally and internationally, we deliver a range of consultancy and professional services for clients.

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Building maintenance

From commercial premises or property estates to industrial plants, whether it be heating, air conditioning, lifts, internal or external decoration ...

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In a climate of new regulations, cost-efficiencies and challenging economic conditions, clients are looking beyond simply a guard-focused security service.

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Facilities management

Interserve has been providing facilities management services to UK industries for over 20 years.

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