About us

Improving the student experience lies at the heart of what we do. We are focussed on providing world class buildings and facilities and through excellent customer service we aim to ensure the safe, secure and environmentally sound operation and maintenance of LSE assets.

Estates have a whole host of dedicated staff who are passionate about what they do
Customer First Assessor, June 2017

The Estates Division is responsible for the development and implementation of LSE's Estates Strategy.  This involves the operation and maintenance of our buildings, the construction of new buildings and the management of the School's academic, residential and property portfolios.

Our Governance outlines how the Estates Division's activities are considered, decided and monitored within the School...

Our policies and procedures explain how we ensure the safety of the School community...

Our Service promise outlines what you as a customer can expect from us... 

We are proud to be part of the Apprenticeship Scheme and currently employ five members of staff who are working towards a qualification, find out more about them here (pdf).

Mission statement

Improving the student experience lies at the heart of what we do.  We are focussed on providing world class buildings and facilities and through excellent customer service we aim to ensure the safe, secure and environmentally sound operation and maintenance of LSE assets.

Governance

The strategic activities of the Estates Division are considered, decided and monitored within the School's framework of governance - Structure of the School Governance.  Minutes, agendas and other papers are only available on a regular basis to committee members. If you want to request them, please contact the Estates PA to Director of Estates, m.hooker@lse.ac.uk 

Estates Strategy Committee (ESC) is a standing Committee of the Council, chaired by Nigel Hugill. It is responsible for the development, co-ordination, pursuit and monitoring of the School's long-term estates strategy. The Committee meets once a term.

For full Terms of Reference and Membership list see Estates Strategy Committee
For more information please contact the Committee Secretary Mandy Hooker on m.hooker@lse.ac.uk  

Space Management Group (SMG) is a sub-committee of the Estates Strategy Committee chaired by Julian Robinson. The Group meets once a month and is responsible for School's space planning and allocation.

For full Terms of Reference and Membership list see Space Management Group
For more information please contact the Committee Secretary Mandy Hooker on m.hooker@lse.ac.uk

Environmental Leadership Group (ELG) is a Committee Advisory to the Director. Chaired by a Pro-director for Planning and Resources.  The Group is responsible for monitoring and directing progress against the Environmental policy to reduce the School's environmental impact.  The Group meets once a term.

For full Terms of Reference and Membership list see Environmental Leadership Group.
For more information please contact the Committee Secretary Jon Emmett on j.emmett@lse.ac.uk  

Finance Committee (FC) formally FGPC, is a standing committee of the Council, chaired by Mark Molyneux. The Committee is responsible for the formulation and monitoring of all the School's financial policies and advising the Council on all financial matters of general importance for the School, its subsidiaries, partnerships and other entities whose results are included in the School's consolidated accounts. This Committee meets twice a term.

For full Terms of Reference, Membership list and more information please see Finance Committee.

Centre Buildings Redevelopment (CBR) Project Board is chaired by Julian Robinson and governed by ESC. The Board's specific duties are to approve the project delivery strategy and ensure that the scheme is implemented within the approved expenditure and programme limits. The meetings take place monthly.

For full Terms of Reference, Membership list and more information please contact the Board Secretary, Phoebe Dunster on p.j.dunster@lse.ac.uk

The Marshall Building Project Board is chaired by Andrew Young and governed by ESC. The Board's specific duties are to approve the project delivery strategy and ensure that the scheme is implemented within the approved expenditure and programme limits. The meetings take place monthly.

For full Terms of Reference, Membership list and more information please contact the Board Secretary, Phoebe Dunster on p.j.dunster@lse.ac.uk

Organisational charts

Click on the links to see organisational charts for each section within the Estates Division: 

Partnerships

LSE Estates Division has established many external partnerships in order to forge relationships and share good practice. 

Julian Robinson is a member of the Association of University Directors of Estates (AUDE), a body that meet regularly in order to promote excellence in the strategic planning and management of the University Estate and Facilities.  He has been elected as a main Board Director and Vice Chairman of the Northbank Business Improvement District (BID). 

The Northbank BID geographically sits in the centre of London. It runs from Admiralty Arch in the West, through Trafalgar Square, along the Strand and through Aldwych to Temple Bar.  The BID considers economic growth and investment, improved social wellbeing for employees and residents and improved public realm through sustainable investment for capital projects and services, aiming to create a more appealing environment, reduce crime, market the area and provide a voice for local businesses. 
 
Julian is Chair of the Higher Education Design Quality Forum (HEDQF).  In 2013 HEDQF and LSE Estates Division commissioned a survey of students to find out their views on the quality of their university campus and how they make decisions as they go through the application process.  ArchitecturePLB co-sponsored the publication of the research led by LSE, seeking to understand whether the University Estate has an impact on the Student Experience. The research was carried out by Youthsight and was first launched at the AUDE conference in 2013 through an interactive workshop delivered by HEDQF, the results Estates Matter! (PDF) were published in early 2014.

More recently in conjunction with HEDQF LSE hosted a Masterclass on Invited Design Competitions (PDF) in the recently completed Saw Swee Hock Student Centre.  The aim was to help university project teams to understand the potential benefits that competitions offer and also to highlight the key items to consider.

Julian has been awarded a 2017 Honorary Fellowship by the Royal Institute of British Architects (RIBA). Julian was presented with the prestigious award at a special event in early 2017 and is one of eighteen individuals from a diverse spectrum of backgrounds to be honoured, find out more here.

The RIBA is a global professional membership body that serves its members and society in order to deliver better buildings and places, stronger communities and a sustainable environment.

Honorary Fellowships are awarded by the RIBA each year to individuals who have made an outstanding contribution to the quality of architecture. Julian's track record runs from working with Hawkins Brown, Feilden Clegg Bradley, MJP Architects and Will Alsop at Queen Mary University to Grimshaw, O’Donnell + Tuomey, Rogers Stirk Harbour and Grafton Architects at LSE, and shows a developing dedication to raising standards in the arena of university campus architecture.

The School is a founder member of the Friends of Lincoln's Inn Fields (FLIF). The purpose of the Friends is to represent the users of the Fields and those who live or work nearby and to campaign for its continued protection and enhancement.

Julian also represents LSE at the Westminster Property Association (WPA).The WPA's principal focus is planning and economic development policy in Westminster and they maintain excellent working relationships with members and officers in the Council.  Their aim is to maximise the quality of the built environment by working together to target best practice and deliver the best real estate in the world. 

LSE Estates are proud to be part of the Apprenticeship Scheme and currently employ five members of staff who are working towards a qualification. 

LSE Estates have been working in partnership with Open House London since 2009.  The Open House concept is to open up London's splendid buildings to the general public who don't otherwise have access, as a way to help the wider community to become more knowledgeable, engage in dialogue and make informed judgements on architecture. Saw Swee Hock Student Centre was showcased again in September 2016 and welcomed over 400 visitors.

Policies and procedures

Our policies and procedures are the following:

Service promise

What you can expect from us

As a customer of an organisation that has achieved the Putting the Customer First Standard you can expect:

  • Your needs to be clearly diagnosed and your objectives understood prior to any service being delivered to you.
  • To be given access to the full range of services available to you – whether delivered directly by this organisation or by another, more appropriate, service provider.
  • To be clear about what you can expect from any service we deliver to you and the timescales within which that service will be provided.
  • That we will continually review your needs and follow up after services have been delivered to you.
  • To have open access to our customer feedback and complaints procedure and that your feedback on services will be listened to and, where appropriate, will inform the development of future services.
  • Services to be clearly targeted, relevant and appropriate for your needs.
  • Our people to be appropriately trained and developed to have the necessary skills to diagnose and meet your needs.Our people to deliver an impartial and objective service operating in your best interests at all times.

The LSE Estates Division achieved Customer First accreditation in June 2011 being successfully reassessed in June 2017 and has also been awarded Investors in People status.

Putting The Customer First® is a national standard for customer service. It comprises  30 Statements in three categories which explore the components of excellent service provision: Customer Relationships, Market Awareness and People.

The LSE's Estates Division prepared a self-assessment document and supporting evidence that met all the standard requirements, which was submitted to the external assessor.

Following  interviews with staff representing  all teams in the Estates Division, the assessor Les Hewitson commented as follows:

"I have no hesitation in recommending Customer 1st accreditation to Estates. Your submission was superb and Estates is fully compliant."

As outlined in the assessor's report, Estates planned meticulously for the assessment and the Customer First Steering Group led by Allan Blair, Director of Facilities Management consulted, listened, learned and worked as a team with all Estates staff, as well as  members from other School service  areas to ensure they fully understood the requirements of the Standard.

Recognising the team effort, the LSE's Director of Estates, Julian Robinson summarised this achievement in the letter of thanks to staff: 

"whilst it is good to get the badge, this should not be seen as an end in itself, as being customer focussed and having robust systems of recording and evaluation are the essential bedrock of effective Estate management.The Customer First methodology will therefore continue to be employed in our forward planning and the continued development of our services."

Contact in LSE Estates: Allan Blair, 020 7955 6748, A.Blair1@lse.ac.uk

More information:
www.customerfirst.org
www.investorsinpeople.co.uk

Service queries and complaints procedure

Our service

We strive to provide an excellent service in terms of quality of work, timely delivery, professional behaviour, customer service and value for money. As a result we hope that there will be no need for complaints.

However, we recognise that where there is a human element and technology involved there is scope for error. We have therefore, set up a formal procedure to be followed in the event of a service not being delivered in line with our high standards and the customer's aspirations.

Definition of a complaint

For clarity, a distinction will be made between service requests, service queries, follow-up enquiries on jobs and service complaints.

For the purposes of this complaints procedure a complaint is defined as any serious and formal expression of dissatisfaction that requires action or redress and is referring to the service the Estates Division provides, e.g. repetitive failure to resolve or address a reported issue; serious failure of agreed service arrangement; serious breach of service agreement; serious inconvenience caused as a result of Estates action, inappropriate behaviour by a member of Estates staff. All complaints that fall into these categories will be formally logged into a Complaints Log and their progress will be reviewed by the Senior Management until satisfactory close-out.

The process

To ensure that customer enquiries and complaints are dealt with in the most efficient and effective manner customers are requested to follow the steps in this procedure. This will enable the Estates Division to investigate and address the queries and complaints as well as to allow the customer to receive prompt response and resolution. We cannot guarantee that our target response time will be met if the enquiries are not logged through the correct channels.

Our target response times are stated at each stage. In the rare event if / where delays in the response are observed an explanation will be provided to the reason for the delay.

 All queries, follow-up enquiries and complaints are treated with due concern and their resolution is prioritised on the basis of their urgency and merit and in line with current workload, emergencies and staff availability.

*Where complaints have been sent to a named member of staff who is not available to deal with your enquiry, e.g. staff on holiday etc, an out-of-office response will be posted to direct who should be contacted in their absence. Alternatively, please contact Help Desk for direction.

More informaton about our 4-step complaints procedure. 

Achievements awards and accolades

 

Customer First logo

Customer First

The LSE Estates Division achieved Customer First accreditation in June 2011 and has also been awarded  Investors in People status.

Putting The Customer First® is a national standard for customer service. It comprises  30 Statements in three categories which explore the components of excellent service provision: Customer Relationships, Market Awareness and People.

 

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Investors In People

Investors in People is the standard for people management. Our standard defines what it takes to lead, support and manage people for sustained success.

 

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ISO 14000 - Environmental management

The ISO 14000 family of standards provides practical tools for companies and organisations of all kinds looking to manage their environmental responsibilities.

 

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ISO 50001 - Energy management

Using energy efficiently helps organizations save money as well as helping to conserve resources and tackle climate change. ISO 50001 supports organizations in all sectors to use energy more efficiently, through the development of an energy management system (EnMS).

 

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London Living Wage

The Living Wage Foundation recognises and celebrates the leadership shown by Living Wage Employers across the UK. We believe that work should be the surest way out of poverty.

 

 

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Sustainability awards

Achievements and accolades rewarded to the LSE Sustainability Team. 

 

Information for our staff

Estates Division Staff handbook (coming shortly).

 We welcome your feedback, please email: estates.admin@lse.ac.uk.