Author: Lucy Wood

In the facilities management sector, excellence often happens quietly. Frontline colleagues support millions of people every day, keeping environments safe, clean and welcoming, yet much of their work goes unseen. Industry awards change that. They shine a light on the people and teams whose professionalism, courage and dedication set the benchmark for our industry.

Awards play a vital role in raising standards and strengthening the credibility of the FM profession. By sharing real stories and achievements, they demonstrate the value our industry brings to communities across the UK. They also give colleagues, many of whom aren’t used to public recognition, the chance to feel proud of their contribution and the impact they make.

Entering awards also encourages organisations to pause and reflect on the work they do. Crafting a submission requires gathering evidence, measuring outcomes and articulating what “good” really looks like. This helps create a culture that values learning, development and continuous improvement. When a team is nominated, it sends a powerful message: your work matters, and it makes a difference.

Awards also champion innovation. Whether it’s a groundbreaking ESG initiative, a lifesaving intervention or a simple act of kindness that makes a customer’s day, these stories inspire others across the industry and set new standards for what’s possible. They highlight that FM is not just an operational service, it is a people‑focused profession grounded in care, responsibility and community.

And at the heart of every award entry is exactly that: people. Their decisions, their actions, their character.

Since 2020, The Westgrove Group has proudly achieved 51 industry award wins and been named finalists in a further 20, a reflection of the outstanding dedication and professionalism shown by our colleagues across the business.

But behind every number is a story of commitment: teams supporting vulnerable members of the public, colleagues coordinating complex emergencies, individuals fundraising for their communities, and entire sites working together to deliver exceptional service.

This is why industry awards matter. They preserve these stories. They give credit where it is due. And they help ensure that the people who keep the UK’s destinations safe, clean and operational are recognised for the essential roles they play.

At Westgrove, we will continue to champion our colleagues on every platform available, including industry awards, because their work deserves to be seen, celebrated and shared with pride.

The Westgrove Group is proud to announce that we have once again been honoured with the RoSPA Gold Award for outstanding health and safety performance, marking our fifth consecutive year of achieving this prestigious accreditation and earning the coveted RoSPA Gold Medal.

This year’s success is especially significant as it coincides with the 70th anniversary of the RoSPA Health and Safety Awards, one of the longest-running and most respected global award programmes in the field of health, safety, and wellbeing.

A Milestone Achievement in a Landmark Year

Achieving RoSPA Gold for five consecutive years reflects our unwavering commitment to creating and maintaining safe working environments for all colleagues across our business. Safety is at the heart of everything we do, and this recognition highlights the dedication and professionalism of our teams who work tirelessly to uphold the highest standards every day.

Angela Crawford, Head of Health, Safety & Compliance, said:

“Achieving RoSPA Gold for the fifth consecutive year is an incredible milestone for Westgrove. It represents the consistent hard work of our teams and our shared commitment to ensuring every colleague goes home safe and well. I am immensely proud of the culture we continue to build and the standards we uphold.”

Julia Small, RoSPA’s Growth Director, added:

“RoSPA congratulates The Westgrove Group on their RoSPA Health and Safety Award. The high standards Westgrove has achieved are the result of hard work and dedication, of which Westgrove should be rightfully proud and which RoSPA is delighted to honour. 2026 is a landmark year for the RoSPA Awards as we reflect on how far workplace safety has come in 70 years. It is because of the commitment of health and safety leaders like Westgrove that people today are safer at work than in the past, and it sets an inspiring example for the future.”

A Testament to Our Culture of Safety

The RoSPA Awards recognise organisations that go above and beyond in protecting their people and receiving the Gold Medal marks Westgrove as a consistent leader in workplace safety. This achievement reflects:

• A proactive approach to risk management
• Continuous improvement in safety processes
• Strong colleague engagement and training
• A culture where safety is embedded in daily operations

Our teams across security, cleaning, guest services and maintenance play a critical role in ensuring these standards are met.

Looking Ahead

As we celebrate this achievement, we remain committed to advancing our safety culture even further. Westgrove will continue to invest in safe systems of work, colleague wellbeing, ongoing training, and innovation to drive continuous improvement across our business.

We are honoured to be recognised once again by RoSPA and extend our sincere thanks to every colleague whose commitment and professionalism made this award possible.

Following a highly competitive and rigorous tender process, The Westgrove Group is proud to announce that it has been awarded a significant new 3 year multi million total facilities management (TFM) contract to provide comprehensive facilities management services at premier regional shopping centre, Festival Place in Basingstoke, which is managed by leading property management company Estama.

Under this new partnership, Westgrove will deliver a full suite of facilities management services including cleaning, security, waste, and hard services, supporting Festival Place’s commitment to maintaining an exceptional, safe, and welcoming environment for its millions of annual visitors.

Glenn Wilson, Group Managing Director of The Westgrove Group, said:

“We are incredibly proud to begin this new partnership with Festival Place and Estama. Festival Place is a vibrant and high‑profile destination, and we look forward to bringing our award‑winning service standards, colleague development programmes, and community‑focused approach to the centre. This contract marks an exciting milestone for Westgrove as we continue to expand our portfolio across the UK.”

James Nelson, Associate for Estama, added:

“We are pleased to welcome The Westgrove Group as our new facilities management partner. Their track record in delivering high‑quality service at high footfall destinations, and their commitment to innovation, colleague engagement, and ESG make them an excellent fit for our new partnership at Festival Place. We are confident this collaboration will enhance the experience for our retailers, visitors, and our wider community.”

Westgrove has experienced sustained growth in recent years, expanding its service offering while maintaining its focus on quality, colleagues, and values. The new contract further strengthens the company’s position within the retail and leisure sector.

Each year, The Westgrove Group comes together to celebrate the remarkable individuals and teams whose commitment, professionalism, and passion embody everything our business stands for.

Our Reward & Recognition Awards give us the opportunity to shine a spotlight on colleagues who consistently go above and beyond, delivering exceptional service, supporting our partners, and making a meaningful difference in their communities.

Today, we are delighted to announce the 2026 award winners.

Please join us in congratulating each of our outstanding colleagues and teams.

Chairman’s Commendation Award

Mark Driscoll – Touchwood Shopping Centre

Recognised for exceptional professionalism, commitment, and service excellence.

Team of the Year

The Moor, Sheffield

A team that demonstrates outstanding teamwork, resilience, and consistent delivery of high‑quality service.

Site Manager of the Year

Sonny Stewart – Telford Centre

For inspirational leadership, operational excellence, and unwavering dedication to colleagues and our partner.

Colleague of the Year

Keiran Murray – Swan Centre

Celebrated for exceptional service, reliability, and positive impact across Swan Centre.

Newcomer of the Year

Alfie Smith – Houndshill Shopping Centre

Recognising rapid growth, enthusiasm, and a standout contribution in a short time.

People Award

Dianne Williams – Four Seasons Shopping Centre

Awarded for compassion, teamwork, and consistently putting people first.

Commitment to Learning

Karl Gaze – Beaumont Shopping Centre

Acknowledged for outstanding personal development and continuous learning.

ESG (Environmental)

Jerzy Skrzypa – Four Seasons Shopping Centre

For driving environmental improvement and sustainable practices on site.

ESG (Social Value)

Robbie Watts & Karl Evans – Cwmbran Town Centre

Recognising exceptional contributions to community engagement and social impact.

Health & Safety Champion of the Year

Paul Mansell – Darwin Shopping Centre

For unwavering commitment to safety, diligence, and proactive risk management.

Outstanding Act Awards

Recognising colleagues and teams whose bravery, courage, and decisive action protected life, property, and community safety.

Castle Quay Shopping Centre Security Team

Henry Hart – Houndshill Shopping Centre

Paul Collumbine – Houndshill Shopping Centre

Kingfisher Shopping Centre

Majid Hussain – Queens Square Shopping Centre

Templars Square Security Team

Samuel Cardwell, John Long & Dave Stone – The Galleries Bristol

Maria Furniss – The Moor

These individuals and teams demonstrated extraordinary professionalism in moments that truly mattered.

Service Excellence Award

Celebrating colleagues who deliver consistently exceptional customer service.

David Field – Ryemarket Shopping Centre

Maria Brett & Dawn Smith – Swan Centre

Paul Britton – The Galleries

Nicola Greatrex – Touchwood Shopping Centre

A Final Congratulations

To each of our 2026 winners – thank you.

Your dedication, resilience, and passion exemplify the very best of The Westgrove Group. You make our business stronger, our partners prouder, and our communities safer.

We look forward to another year of exceptional achievements, inspiring stories, and continued success across our colleague community.

A big thank you to our award sponsors: Ideal365, Clever IT, Nilfisk, Mercury Training, Gallaghers, Titan, Mayflower Washrooms and Trio.

First impressions count, and lasting impressions matter even more.

At The Westgrove Group, we understand that delivering an excellent customer experience isn’t optional; it’s essential. From the moment a customer steps onto one of our sites, our goal is for them to feel valued, safe, welcomed, and supported.

With Random Act of Kindness Day taking place this Tuesday, it offers the perfect opportunity to reflect on how kindness underpins our entire Guest Experience Strategy.

A site can be impressive, well-designed, and beautifully maintained, but a poor guest experience can undo all of that in seconds. Customers remember how they were treated. They remember how they felt. And those feelings shape whether they choose to return.

Kindness as a Strategic Advantage

Random Act of Kindness Day encourages people to go out of their way to do something thoughtful for someone else, something already embedded within our everyday culture.

A genuine smile.  Taking a moment to help someone who’s lost.  Checking in with a visitor who looks worried or vulnerable.  Offering reassurance during a difficult moment.  Carrying bags to a customer’s car.

These are small actions with enormous impact. They build trust, create meaningful connections, and ensure customers leave with a positive lasting impression.

Bringing Everyday Kindness to Life

At The Westgrove Group, our people are what make us special. That’s why we invest in finding the right individuals for the right roles.  We look for people who naturally demonstrate empathy, patience, and a positive, can‑do attitude.

A brilliant Guest Host doesn’t just provide assistance; they genuinely enjoy interacting with people. Whether they’re helping someone find a shop that sells stamps or supporting a visitor in mental distress, they approach every interaction with kindness, calmness, and professionalism.

Our training strengthens this mindset by giving our colleagues the tools to respond confidently, appropriately, and helpfully in every situation.

Training That Builds a Culture of Kindness

Kindness thrives when our colleagues feel capable, knowledgeable, and supported. Our development programmes include:

• WorldHost Principles of Customer Service
• Mental Health Awareness
• Equality and Diversity
• Neurodiversity
• Conflict Management, and more.

This training reinforces the behaviours that matter most: listening, understanding, communicating effectively, and responding with genuine care.

Learning, Improving, and Recognising Excellence

Guest Experience Audits play a vital role in how we monitor and elevate customer experience. They help us identify strengths, highlight opportunities for improvement, and support continuous development.

This sits within a wider cultural approach focused on:

• Celebrating outstanding service through our Reward & Recognition Programme
• Learning constructively from mistakes
• Listening to feedback
• Supporting colleagues to grow and improve through our industry leading training, learning and development programme. 

We champion colleagues who go above and beyond and recognising them formally and informally.  Appreciation is one of the most meaningful acts of kindness.

Our Customer Excellence Charter

Aspire, our Customer Excellence Charter guides colleagues through 5*, 6*, and 7* accreditation levels. Achieving 7* status requires teams to demonstrate consistently exceptional service while innovating and contributing positively to ESG initiatives.

This structure reinforces our commitment to kindness, quality, and continuous improvement, three pillars at the heart of our Guest Experience Strategy.

At The Westgrove Group, kindness is more than a gesture, it’s a strategic foundation that shapes every interaction. Through our dedicated people, robust training, and commitment to continuous improvement, we create environments where customers feel valued, supported, and genuinely cared for. By championing everyday acts of kindness, we strengthen our service culture and deliver experiences that truly set our sites apart.

At The Westgrove Group, our priority has always been to support our partners with clear, practical and forward‑looking guidance, especially when legislation has the potential to change how we all operate in public spaces. As the UK moves closer to the implementation of the Terrorism (Protection of Premises) Act 2025 (Martyn’s Law), we continue to take an active role in helping our partners understand what is coming and how best to prepare.

Martyn’s Law aims to raise safety standards and improve preparedness across publicly accessible premises, ensuring organisations have proportionate measures in place to reduce harm and respond effectively should a terrorist incident occur.

What This Means for Our Partners

While the formal statutory guidance has been delayed to Summer 2026, we understand that many partners want clarity now. That’s why our Director of Security has reviewed the newly released Home Office awareness resources and shared the important facts with our Partners. 

These materials, which include myth‑busters, top‑tips, and infographics that explain which premises fall into the Standard and Enhanced tiers, have been designed to help build early understanding before enforcement begins.

For Westgrove, these resources are an opportunity to continue doing what we do best: translate emerging legislation into real, operational action.

How Westgrove Is Helping You Prepare

Our teams are proactively using this implementation period to help partners:

• Review existing security and emergency procedures
• Understand which premises or events may fall within scope
• Identify responsible persons and clarify internal roles
• Strengthen colleague awareness and training
• Begin building proportionate, achievable response plans

These steps align with early Home Office guidance which encourages organisations to review their arrangements now, rather than wait for the final guidance to drop.

By doing this work early, our partners will be well‑positioned to meet the new regulatory expectations. 

Our Commitment

Westgrove Group’s approach to Martyn’s Law is built on partnership. We recognise that each location we support has unique operational challenges, risk profiles and community needs. That’s why our focus is on bespoke, proportionate, and people‑centred solutions. 

As more information becomes available in the coming months, we will continue to:

• Monitor developments from the Home Office and SIA
• Translate legislation into clear operational steps
• Provide timely updates
• Work with our partners to build confidence and resilience

Our goal is simple: to ensure every partner feels informed, prepared and supported as the new Protect Duty takes shape.

If you would like to discuss how Martyn’s Law may affect your premises, or if you would like help reviewing your current procedures, please contact your Westgrove Business Manager. We are here to guide you every step of the way.

Please see the links below for the latest information released by the Home Office:

• A Martyn’s Law myth buster

• The latest guidance

• A top tips document to support your preparations

As we celebrate National Apprenticeship Week 2026, we’re proud to highlight the incredible learning and career journey of Kacey Pritchard, whose development at The Westgrove Group showcases the true value of apprenticeships in building skills, confidence and long‑term career success.

Where It Began: Joining Westgrove in 2021

Kacey joined The Westgrove Group in 2021, shortly after completing college. Eager to begin her professional career and gain real experience, she enrolled on a Level 3 Business Administration Apprenticeship—a programme that introduced her to the foundations of business operations, communication, and organisational processes.

Her enthusiasm, attention to detail, and willingness to learn quickly made her a valued member of the team.

Growing with Westgrove: From Admin to Multi‑Skilled Coordinator

After successfully completing her Level 3 apprenticeship, Kacey moved into the role of Operations Administrator. It was here that her responsibilities began to broaden significantly.

Kacey soon took on additional duties, supporting key business areas including:

• Training Coordination – managing internal training records, supporting compliance, and ensuring colleagues had the learning resources they needed.
• Mobilisation Coordination – assisting with the onboarding and mobilisation of new sites, ensuring smooth, organised and professional processes for both colleagues and partners.

Her proactive approach and adaptability enabled her to grow her skill set rapidly, establishing herself as a dependable and capable member of the operations team.

Taking the Next Step: Level 6 Project Management Degree Apprenticeship

Always committed to progressing her knowledge and career, Kacey embarked on a Level 6 Project Management Degree Apprenticeship, a major milestone that reflects her ambition and dedication.

She is now in the End Point Assessment (EPA) phase, working on a substantial work‑based project that demonstrates her ability to apply project management principles in real operational scenarios at Westgrove.

Kacey is hoping to graduate in the summer, marking another remarkable achievement in her professional journey.

Professional Achievement: APM PMQ Qualification

As part of her Level 6 programme, Kacey also achieved the APM Project Management Qualification (PMQ)—a respected industry accreditation recognised across the profession.

This achievement has strengthened her technical understanding of project management and further enhanced her capability to support large‑scale operational and mobilisation projects across the business.

A Bright Future Ahead

Kacey’s journey—from college graduate to skilled project management professional—demonstrates the power of apprenticeships in developing talent from within. Her commitment to learning, combined with the opportunities provided by the Westgrove Apprenticeship Programme, has enabled her to build a dynamic and rewarding career in a relatively short space of time.

We are incredibly proud of everything Kacey has achieved and look forward to celebrating her graduation and future milestones.

Immy began his career in security in 2014 at Castle Quay Shopping Centre, joining the team as a Security Officer. From day one, he demonstrated a strong commitment to learning, personal development, and delivering high standards—qualities that have shaped his entire career within Westgrove.

In 2021, Immy was given the opportunity to step into a temporary Dual Service Manager role in Gloucestershire. He embraced the challenge, successfully managing the site until the contract came to an end. He then returned to Castle Quay as a Security Officer, using this time to invest in his professional development and build the foundations for the next stage of his career.

During this period, he achieved his NEBOSH Level 3 General Certificate in Occupational Health and Safety, strengthening his technical knowledge and opening the door to further progression. His drive and ambition soon led him to the next step: in 2022, he progressed into a Dual Service Manager role at Royal Priors Shopping Centre. Alongside his responsibilities, he enrolled onto the Level 5 Operations Management Diploma through the Westgrove Apprenticeship Programme—an experience that greatly enhanced his leadership and operational management skills.

After successfully completing his Level 5 apprenticeship, Immy returned to Castle Quay in late 2024 as the site’s Dual Service Manager, a role he proudly holds today.

What Apprenticeship Is Immy Doing Next?

Immy is now preparing to enrol on a Level 7 Apprenticeship in Property Management through Westgrove.

Fuelled by Ambition: Why Immy Chose This Path

Having progressed from frontline operations into management roles, Immy is ready to take the next big step. He chose the Level 7 apprenticeship to deepen his strategic leadership abilities, enhance his operational decision‑making, and gain a broader business perspective.

This advanced programme will help him prepare for future senior leadership responsibilities and support his long‑term career ambitions within the organisation.

Master-Level Achievement: What This Qualification Brings

Upon successful completion, Immy will achieve a Level 7 qualification, equivalent to a Master’s degree, along with additional professional leadership and operational accreditation.

This will be added to his already impressive list of qualifications, which includes:

• LLM qualification
• Level 5 Diploma in Operations Management
• Diploma in Project Management
• NEBOSH Level 3 General Health and Safety Certificate

Immy has always been passionate about learning and continuously improving—and this next qualification marks another important milestone in his development.

The Power of Progression: Why This Matters

The Level 7 programme will equip Immy with advanced skills in:

• Strategic leadership
• Financial and resource planning
• People and performance management
• Long‑term organisational planning

These capabilities are vital for his progression into senior leadership and will support his transition from operational management to higher‑level strategic roles within Westgrove.

Looking Ahead: Immy’s Vision for His Future Career

Looking ahead, Immy hopes to progress into a senior operational or regional management role within Westgrove. He is driven by a desire to lead larger teams, contribute to business growth, and support the development of future talent.

His passion for continuous learning, combined with his experience across both security and facilities management, positions him strongly for a successful future within our business.

A Personal Thank You

Immy also shared his appreciation for the support he has received:

“I would like to take this opportunity to thank the entire Westgrove team, especially my Business Manager, Clare, for believing in me and supporting my development throughout my career journey.”

As we mark National Apprenticeship Week 2026, we’re proud to shine a spotlight on one of our own success stories: Oliver Crawford, whose apprenticeship journey has helped shape a promising and purposeful career.

For Oliver, the choice was clear from the start. He knew he wanted to step into the world of work straight away—but he didn’t want to lose the opportunity to keep learning. An apprenticeship offered the best of both: the ability to earn, grow, and gain real experience while continuing his studies.

“An apprenticeship was my chance to kick‑start my career while continuing to learn – and it’s been life‑changing!” Oliver reflects.

During his time as an apprentice, Oliver demonstrated commitment, capability and a real passion for his field. He successfully achieved his NEBOSH Certificate in Health & Safety, a milestone qualification that has bolstered his professional development. His drive didn’t go unnoticed—Oliver was also nominated for two highly respected industry accolades:

• The Sceptre Awards – Young Achiever Category
• The BSIA Awards – Young Achiever Category

Following the completion of his apprenticeship, we were delighted to offer Oliver a permanent position within the Westgrove team. It’s a testament not only to his dedication, but also to the strength of apprenticeships in developing the next generation of industry professionals. Oliver is now firmly on the first step of what promises to be a fulfilling lifelong career.

At Westgrove, we’re passionate about supporting apprentices who bring energy, ambition and fresh perspectives to our business. Apprenticeships aren’t just a route into employment—they’re a platform for building meaningful futures.

As we celebrate NAW2026, Oliver’s story reminds us why investing in people early in their career matters. It changes lives, strengthens industries and creates opportunities that last.

National Apprenticeship Week is a time to celebrate the incredible impact apprenticeships have on individuals, businesses, and the wider community. At The Westgrove Group, apprenticeships play a vital role in developing talent, supporting progression, and empowering colleagues to reach their full potential. This week, we’re shining a spotlight on colleagues whose journeys truly represent the value of learning while working—and one standout story is that of Ben Jaggers.

Ben’s development through multiple roles, his success in achieving a Distinction in his Level 3 apprenticeship, and his ongoing commitment to personal growth reflect exactly what National Apprenticeship Week is all about: creating opportunities, building confidence, and shaping future leaders. His journey shows how the right support, combined with determination and passion, can transform a career.

Discovering a Passion for Security

Ben joined The Westgrove Group in April 2021 on a 14:00–22:00 shift at Telford Town Centre. Within just a year, he was nominated for a BSIA Award, earning Regional Winner and National Runner-Up—a remarkable early milestone.

His path into security began unexpectedly. Before Westgrove, Ben worked as a checkout operative at Wolverhampton Asda. A redundancy led to an opportunity within the security team, and it was here that Ben discovered his passion for the industry. It’s a reminder that apprenticeship journeys often begin with a single chance moment.

Building Skills and Broadening Experience

Ben spent around 18 months at Telford Town Centre before seeking to expand his knowledge by moving into Hospital Security at New Cross Hospital in January 2023. The new role offered valuable experience, but Ben soon realised that his heart was still in retail and town centre security. He returned to Telford in May 2023, rejoining the team and continuing to thrive.

Stepping Into Leadership

Ben’s ambition only grew stronger. In November 2023, he successfully applied for the Security Controller role, completing his first shift on Boxing Day. His strong work ethic and eagerness to learn all aspects of the control room quickly stood out.

By September 2024, he had progressed even further, stepping up as a stand‑in Security Team Leader. Ben proved himself to be a natural leader—calm, confident, and professional.

Driving Inclusion as an Autism Awareness Champion

Alongside his operational responsibilities, Ben also serves as an Autism Awareness Champion. Living with autism himself, he uses his experiences to support colleagues and help build a more understanding, inclusive workplace. His role highlights the value of diversity and the strength it brings to our teams.

A Standout Apprenticeship Journey

In January 2024, Ben began his Level 3 Security First Line Manager apprenticeship. Like many learners, he faced moments of frustration and self‑doubt, but he pushed through with determination and resilience.

When the time came for his end‑point assessment, Ben felt understandably nervous—yet he delivered a strong presentation and was awarded a Distinction. This achievement reflects not only his capability, but his dedication to growth and his commitment to becoming the best version of himself.