Client: Priory Group
Location: South-East England
Service: Facilities Management & Maintenance
Duration: 2020-2025 and beyond
PROJECT BACKGROUND
In early 2020, at the onset of the pandemic, Westbury FM was appointed by the Priory Group to deliver facilities management across more than 90 sites in southern England. These sites included hospitals, adult care centres, residential services, Aspris schools, and rehabilitation facilities—including the flagship Roehampton location.
Since then, in 2025, we have gone on to expand our contract, delivering all disciplines across a ‘Super Region’ expanding into Leicestershire, Northamptonshire, Peterborough, Cambridge and Norfolk.
REQUIREMENTS
Operating in complex, specialist environments & locations.
The Priory Group faced several significant challenges:
- A complex, high-risk property portfolio across a wide geographic area.
- Specialist environments, particularly mental healthcare, with strict compliance and safety protocols.
- Inflexibility and inefficiencies from managing multiple contractors.
A need for fluid, responsive communication to avoid disruption to staff and service users.
The expectation was for a service provider who could:
Deliver planned and reactive maintenance with minimal disruption.
Operate within strict timeframes and safety protocols.
Offer complete oversight, transparency, and open communication.
SOLUTIONS
Self-delivery, site-specific, tailored training & rapid response.
Electrical
Gas services
Roofing & guttering
Plumbing
Fabric / furnishings
Decoration & refurbs
Drainage
Carpentry
Flooring
Air conditioning
Glazing, doors & locks
Fabrication workshop
SELF-DELIVERY
MODEL
Westbury FM implemented a near 95% self-delivery model across all trades, including plumbing, electrical, carpentry, glazing, air conditioning, flooring, and specialist fabrication. This allowed for greater control, faster response, and trusted faces on site, reassuring both patients and staff.
HEALTHCARE-SPECIFIC TRAINING & SAFETY
All Westbury staff underwent tailored training in partnership with the Priory Group. This covered site-specific risks, working with escorts, handling sensitive situations, and minimising disruption in mental health settings.
FAST, FLEXIBLE RESPONSE
With 60 to 100 live jobs at any time, Westbury’s robust mobilisation processes and high technical capability ensured rapid turnaround and fulfilment of service level agreements, including 91% of emergency callouts completed within 3 hours.
RESULTS
Reducing risk & uncertainty in healthcare environments.
- 100% site service satisfaction and 100% positive site attitude ratings.
- Significant improvement in site service levels compared to previous contractors.
- Enhanced planning capacity for routine and CAPEX works.
- KPI performance exceeding 78%, with fewer disruptions to care delivery.
SUPER REGION 1 FM PARTNER
Westbury FM has become a Super Region 1 FM partner for the Priory Group, providing a reliable, responsive, and understanding service across all properties. Our collaborative approach, technical excellence, and client-focused flexibility have transformed the way healthcare facilities are maintained.