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Supporting water hygiene compliance across a mental health healthcare estate

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Background

A healthcare provider in the Northwest of England delivers mental health services across a wide catchment area, alongside inpatient alcohol and drug recovery services and community services spanning several counties and boroughs in the region. It also delivers secure services for adults and a range of specialist mental health services.

Given the scale and complexity of the estate, the organisation required a water hygiene partner capable of delivering expert water management, water quality assurance, risk assessment and L8 Legionella compliance across its sites, with consistency and expertise expected to operate within a healthcare environment, supporting vulnerable patients.

The Challenge

A key challenge on this project was gaining access to operational areas within a live healthcare environment. Many departments are either unmanned at certain times or require restricted access due to clinical activity, infection control requirements or patient care priorities. Despite prior notification, access can occasionally be delayed or refused, particularly in high-footfall or sensitive areas, which can impact the timely completion of planned sampling activities.

This meant service delivery needed to be planned carefully around clinical demands, without compromising the organisation’s compliance obligations or creating unnecessary disruption to patient care.

Our Solutions

Marlowe Environmental Services delivered a water hygiene monitoring programme aligned with HTM 04-01 and HSG274 Part 2, including highly skilled technicians, UKAS-approved water testing, chlorination, descaling and monitoring, and monthly review meetings to discuss progress and non-conformances. The full spectrum of Legionella services was provided in line with the Legionella Control Association’s Code of Conduct. All work is covered in-house with no elements subcontracted, and delivered by a dedicated project team including an account manager, regional sales manager, approximately eight field operatives, a field manager and a service delivery manager.

To manage access challenges, we introduced dedicated Environmental Service Technicians (ESTs) as consistent on-site points of contact, alongside multiple access routes, controlled key access and flexible scheduling. Engineers are trained to prioritise patient care, adapting working patterns around clinical activity to maintain compliance without disrupting patient services.

We are also currently discussing the use of Genox, a Hypochlorous Acid-based secondary disinfection technology, as a cost-effective and sustainable way to control biofilm and Legionella, remaining effective even at 40°C to 50°C. On this programme, we use postcode planning software to reduce travel time and carbon emissions, and provide the organisation with access to WAVE, our in-house digital portal: giving visibility of completed and scheduled works, an automated defect log, an online logbook for risk assessments and monitoring paperwork, and downloadable compliance documentation in PDF or CSV format, at no licensing cost.

Value Delivered 

The partnership has achieved sustained performance against agreed KPIs and SLAs, with compliance levels regularly exceeding 98% across the estate, providing assurance that water hygiene activities are delivered reliably and in line with statutory requirements, including the Health and Safety at Work etc. Act 1974.

Our locally based delivery model has reduced travel time and associated costs while supporting the organisation’s environmental objectives. We have a proven track record of working effectively within challenging healthcare environments with minimal disruption to clinical services, reflected in successful outcomes during internal and external audits. Resilience within the service is achieved through access to a strong local resource pool, ensuring that planned preventative maintenance activities are delivered consistently, and any remedial works are responded to promptly.

We have also added further value by supporting the organisation with advice on wider compliance services available through Marlowe Environmental Services, including training, wastewater management, asbestos, fire safety, damp and mould, indoor air quality monitoring, and heating and ventilation – enabling a more integrated approach to estate compliance.

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 needs, 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.