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Delivering a long-standing water hygiene programme across a major hospital estate

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Background

A large healthcare provider in the Southwest of England delivers community healthcare and hospital services across a wide catchment area, employing over 8,000 staff across several major hospital sites, a specialist enablement centre, and numerous community-based clinics. It also provides medical teaching facilities in partnership with several regional universities and is recognised as a Centre of Excellence in several medical disciplines, with one of the largest hospital estates in the UK.

Given the scale, age and complexity of the estate, the organisation required a long-term water hygiene partner capable of maintaining consistent, proactive compliance across a large and varied building portfolio, including sites with clinical, historic and listed-building constraints.

The challenge

The estate’s building portfolio consists of both new and older structures, some of which are listed buildings, meaning works needed to be carried out with particular care to avoid any risk or damage to the historic fabric of the buildings.

Access presented a further challenge. As a large site with heavy footfall, service delivery needed to work around clinical priorities, with technicians rescheduling around busy periods to avoid disrupting patients. The original scope required all services to be delivered during normal working hours; however, following mobilisation, it became clear that this was not feasible given the operational demands and restricted access within sensitive clinical departments such as theatres, delivery suites and the mortuary.

Our solutions

Marlowe Environmental Services delivers a comprehensive water hygiene monitoring programme aligned with HTM 04-01 and HSG274 Part 2, including microbiological water sampling using aseptic technique with UKAS-accredited laboratory analysis, disinfection of domestic water systems, Legionella and Pseudomonas risk assessments, and servicing and maintenance of water treatment plant including water softeners. This long-standing programme, in place for over 19 years, also includes secondary disinfection services and specialist Pseudomonas risk assessments within hospital augmented care environments.

Service delivery is supported by a structured compliance framework, including comprehensive site asset assessments, a written scheme of control clearly defining responsibilities and required actions, and trained, competent technicians supported by ongoing development.

This includes targeted flushing of positive outlets and low-use outlets, filter replacement, temperature and chlorine dioxide profiling across hot and cold systems, plant room and equipment checks, routine Legionella and Pseudomonas sampling to a 52-week schedule, DWI sampling of borehole and tanked water, and cleaning, servicing and disinfection of showers, calorifiers, cold water storage tanks and TMVs. All services are recorded for full audit traceability, with the KPI target set by the organisation consistently demonstrated. The project team includes a dedicated account manager as first point of contact, six technicians (two based on-site full time), and service delivery and regional sales managers providing escalation and additional resource where required, supported by an internal sales desk, customer service team, and scheduling and planning function.

To resolve the access challenge, MES implemented an out-of-hours service model, allocating specialist technicians trained to healthcare standards, completing additional site training covering lone working, fire safety and emergency evacuation, and establishing an out-of-hours permit and access register to maintain governance and site safety. Our teams work autonomously to plan and complete access-sensitive tasks such as TMV servicing and water tank maintenance, often commencing at midnight to minimise disruption, with additional care taken in older parts of the estate to mitigate risks associated with aged and brittle pipework.

In response to persistent Legionella issues, we also proposed, supplied and installed Ultralox and Genox biocide units for disinfection. Genox uses electrolysis of brine to generate a proven disinfectant on demand, remaining effective even at 40°C to 50°C, with low running costs and safe integration into existing water systems. Ultralox is a stable, highly effective form of hypochlorous acid used widely across healthcare sites for rapid microbial control and biofilm breakdown, suitable across hot and cold-water systems.

 

Value delivered 

Marlowe Environmental Services has achieved measurable improvements in both cost efficiency and service performance for the organisation.

We have consistently delivered a high-quality service while supporting cost reduction through efficient planning, local resource utilisation and proactive management of the water hygiene programme. The programme continues to perform strongly, with KPIs and SLAs consistently achieved, maintaining compliance levels in excess of 98% across the estate, providing assurance that all activities are delivered in line with statutory requirements, including the Health and Safety at Work etc Act 1974, and recognised industry best practice.

The introduction of Ultralox and Genox has also delivered a measurable return on investment alongside improved compliance outcomes.

We’ve added further value by working in partnership with the organisation to identify opportunities for improvement and wider compliance support, including guidance and access to additional services offered through Marlowe Environmental Services, such as asbestos management, fire safety, damp and mould, indoor air quality monitoring, heating systems, fire damper testing, closed system monitoring and remediation, pure water solutions and ventilation services – enabling a comprehensive and coordinated compliance strategy, and reducing reliance on multiple contractors across the estate.

Supporting your requirements

If you are struggling with water hygiene compliance and would like regular meetings to systematically work together to resolve any of your on-going site requirements, then look no further than Marlowe Environmental Services.

With nationwide coverage and local expertise, over 35 years of experience and a team of expert technicians and innovative products available, we can ensure you are in safe hands.