Article 28 July 2020

Upload 2020: The results and our commitments

Dear Colleagues,

We’re on a journey to make Mitie a ‘Great Place to Work’ and your feedback has helped us shape a number of improvements over the last two years.

In March this year, we ran our third annual engagement survey, Upload, to see how you feel about working at Mitie. We asked for your feedback on a range of topics such as leadership, benefits, work tasks, what you value most about working at Mitie and where you think we still need to improve.

We appreciate that everyone has been working under immense pressures during the COVID-19 crisis, so we also ran a short COVID-19 Pulse Survey to understand the specific concerns you had and identify the improvements we needed to make in response to the crisis.

Nearly 12,000 of you gave your feedback in Upload this year – thank you to everyone who had their say, particularly given this survey coincided with the beginning of the COVID-19 crisis.

We’re pleased to announce that our employee engagement score has improved to 46% which is a +1% point improvement from last year. This means that 46% of you:

  • Say positive things about Mitie;
  • Want to stay working at Mitie; and
  • Feel motivated to do your best work.

The results show that we have made improvements in the perception of ‘Employee Brand’ (+8% points) and ‘Career & Development’ (+5% points). And we are doing well in ‘Performance Management’‘Safety’ and ‘Manager Support’.

While we’re pleased to see an improvement in our score, there is clearly more we need to do, and this is why your feedback is so important.

So, what action are we taking?

Since the survey closed, our survey partner – Kincentric – has been analysing the results of Upload, along with the feedback given in our COVID-19 Pulse Survey. All of this feedback will be included as part of our 2020 improvement planning process.

Your Upload feedback highlighted four key improvement areas, which will form the basis of our action planning over the next 12 months. These are:

  • Communication & Culture: improving your perception of Mitie as a ‘great place to work’;
  • Reward & Recognition: improving how we recognise your contributions;
  • Systems, Processes & Technology: ensuring our work processes, technology and communications enable you to be as productive as possible; and
  • Health, Safety & Wellbeing: ensuring that your health, safety and wellbeing are looked after.

We want our people to be involved in shaping our improvements, so this year we will be running employee focus groups to help us better understand your feedback, inform further commitments, and make improvements that really matter. If you’d like to get involved in these, click here.

As part of our improvement planning process, we’ve committed to a number of actions which are detailed in our ‘You Said, We Did’ campaign. Some of these include:

  • Supercharging our Reward & Recognition programmes
  • Launching our new company-wide Agile Working Policy
  • Rolling out our new Diversity & Inclusion strategy and plans to make Mitie inclusive for everyone
  • Launching, our new external colleague platform to ensure our colleagues on the frontline can easily access news and information about Mitie
  • Rolling out ‘The Mitie Way’ of working, to ensure a ‘One Mitie’ approach to managing people and customers
  • Making Live Safe training available to all colleagues
  • Implementing a career band framework to facilitate a consistent, transparent, and objective approach to managing benefits and reward
  • Integrating our systems to remove the need for multiple usernames and passwords
  • Moving a number of core applications (including Workplace+) to the Cloud to improve performance, disaster recovery and resilience
  • Enabling multifactor authentication for everyone to safeguard our network and systems from cyber-attacks
  • Optimising Microsoft Teams to enable virtual collaboration across Mitie
  • Improving our telephony platforms to improve user experience and resilience
  • Launching our new ‘One Mitie’ Occupational Health and Wellbeing Strategy and digital wellbeing platform

Communication will be a critical part of this process. The Executive Leadership Team will host regular management calls and quarterly all-employee Town Halls to ensure clear communication of our strategy. We’re also committed to communicating regularly with our frontline colleagues.

It’s important that everyone who works for Mitie knows that their voice matters and we will keep you regularly updated on our improvements over the next 12 months.

You may also remember that we promised the chance to win five Huawei Media pads to those who completed the survey. We’re delighted to congratulate Sikander MahmoodDaniel Currie and Christian Odidi from Security, Ericka Escallon from Cleaning, and Sandra Brennan from Technical Services who are the lucky winners!

Thank you for your support in making Mitie a ‘Great Place to Work’.


Peter Dickinson

Chief of Staff and General Counsel