NatWest Group Incident Recovery

At the time of the leak, ISS had worked with NatWest Group for four years, delivering maintenance and engineering, cleaning and waste management services – and it was thanks to this longstanding relationship that the crisis was dealt with so well. 

When it became clear that it would not be possible to reopen the branch the following Monday, a contingency site was mobilised nearby – with staff transforming a normally dormant location into a welcoming place for the team. By the Thursday, core services had been restored to the building, and, the following day, key workers were welcomed back.  

“The ISS team in 250 Bishopsgate demonstrated the meaning of collaboration and the one team ethos that is the ISS DNA,” says Jeff Hindmarsh, Operations Director at ISS Facility Services. “In the most testing circumstances, the teams came together and worked tirelessly to minimise the disruption to our customers. To be part of that experience made me very proud to be part of ISS and the NatWest Group account team.”  

ISS’s partnership with the NatWest Group represents the largest supply chain spend of any contract within the banking sector, making it a significant growth opportunity for the company. The fact that the contract was renewed – the first time NatWest has ever renewed a maintenance and engineering contract – is a mark of the quality of ISS’s work.  

Reflecting on the collaboration between ISS and the NatWest Group, Ian says: “No matter what company you work for, no matter the role you do, you are a key piece in the jigsaw puzzle that allows a safe, collaborative and meaningful workplace to thrive.”