AUDE : Association of University Directors of Estates

Title: Using Systematic Customer Feedback and External Accreditations to Improve Estates Services Delivery - AUDE Awards Webinar Series
Date: Thursday 28 May 2026
Time: 12:00 - 12:45

Join us to hear from the 2026 winners of the AUDE Estates/Facilities Team of the Year Award, LSE Estates Team.

Synopsis:

The webinar will focus on two main areas:

How and why the LSE Estates Division went about collecting staff and student customer feedback, what it indicated and how they have addressed the findings.
How and why the Division decided to pursue external accreditations in :
- Customer First
- Investors in People
- ISOs in Quality, Environmental and Energy Management

Essentially, the process, outcomes and the changes to service delivery that they have made and how it has helped them to improve their services.

In respect of feedback, they will take you through the methodology and questions that were asked, the data analysis and the trends it evidenced.

The raison d’etre for seeking external accreditations will be explored. However, even if these are not formally pursued within other HEI’s, there are valuable insights to be shared to show how a similar structured approach could be employed to improve performance, process management and record keeping.

Reasons to attend

Understand the value of external accreditations as a driver for organisational improvement: Explore the rationale behind pursuing Customer First, Investors in People, and ISO accreditations, and how these frameworks supported better performance, stronger processes, and improved accountability.
Gain practical insight into using customer feedback to drive real service improvement: Learn how LSE Estates designed and delivered a feedback programme for staff and students, how the data was analysed, and how clear trends informed tangible changes to service delivery.
Take away transferable approaches you can apply within your own institution: Even if formal accreditations are not a goal, the webinar shares structured methodologies and lessons learned that can be adapted to enhance process management, record keeping, and overall service quality across HEIs.

Speakers: