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London Borough of Croydon


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


Our in-house nutritionists design bespoke menus to suit all tastes and budgets delivering balanced, nourishing meals that meet any special dietary requirement.

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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

We have highly skilled teams covering a variety of trades to service your property portfolio whether it be for commercial premises, property estates and industrial plants.

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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

Every organisation needs a facilities management partner that has the expertise to enhance their business performance and their brand - a partner that can focus on service, cost and efficiency.

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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.