BSI Homepage
Contact Us
Back to menu Choose a country/region

No countries/regions found

Suggested region and language based on your location

    Your current region and language

    Submit
    Photo of a cheerful little boy and his father, who travel together waiting for their flight at the airport.
    • Case Study
      Health & Safety

    Creating a Resilient Workforce

    Embedding psychological health and safety at London Luton Airport.

    Testimonial

    “ISO 45003 has given invaluable practical guidance and structure to our approach to managing the psychological health and safety of our employees.” 

    Emma Meenan Head of Health & Safety, London Luton Airport.
    people in hard hats in discussion
    The People

    Prioritizing employee wellbeing at one of the UK's busiest airports

    London Luton Airport (LLA) has approximately 950 employees, with thousands more employed as part of the airport's ecosystem.

    The Covid pandemic shone a light on psychological health and wellbeing in the workplace, prompting LLA to assess and evaluate the measures and processes required to ensure it was, and continues to be, an understanding and supportive place of work.

    The Challenge

    Turning initiatives into everyday actions: the vital work of LLA's Health & Safety team

    The team has always seen psychological wellbeing as key to reducing incidents and accidents. It also knew from experience during Covid that managers are key to successful wellbeing management.

    However, it recognized that greater clarity and structure was needed if the airport was to evolve the management of wellbeing, stress, and mental health impacts to a more proactive, risk-based approach that managers would embrace.

    LLA needed to address several specific challenges to successfully embed psychological health and safety across the operation. This included aligning wellbeing support for shift and day workers and managing any potential impact of increased recruitment and employee resilience as the airport continues to grow.

    The Solution

    Encouraging engagement and acceptance through a structured and collaborative approach

    This involved line manager training on the risks of poor workplace wellbeing, recognising signs of stress, and managing wellbeing conversations to identify risks and implement mitigations.

    The Psychological Health and Safety at Work Standard (ISO 45003) has enabled LLA to build on the Occupational Health and Safety at Work (ISO 45001) management system it had already implemented. As it worked towards certification, LLA completed extensive gap analyses and risk assessments.

    Collecting comprehensive, department-specific wellbeing data has also enabled the analysis of trends across departments, making the impact of wellbeing truly tangible.

    The Benefits

    In the year since achieving ISO 45003 certification, LLA has experienced multiple benefits:

    Male Air Traffic Controller with Headset Talk on a Call in Airport Tower. Office Room is Full of Desktop Computer.
    • down arrow icon

      Improved organizational resilience.

    • home icon

      Positive feedback from employees.

    • plus icon

      Reduced stigma means employees are reporting mental health absence more openly.

    • tick icon

      Improved employee understanding of the importance of taking a break when needed to avoid crisis.

    • tick icon

      Enhanced proactive and reactive support meaning more employees feel able to return to work sooner.

    • tick icon

      Taking a risk-based approach to assessing and managing workplace wellbeing.

    Stats & Impact

    LLA has recorded significant improvements in the psychological health and wellbeing of employees (2023 vs. 2024):

    • 7% increase in overall wellbeing, despite a 22% headcount increase and highly publicized fire.

    • Employee Net Promoter score increased from +12 to +38 (benchmark +14).

    • 41% reduction in mental health days lost.

    • 50% reduction in average days lost, despite a 15% increase in mental health absence spells.

    Testimonial

    “Working to the Standard has created a significant step change. We're now breaking down barriers and delivering tangible results for our organization.” 

    Samantha Cartwright Health and Wellbeing Lead, London Luton Airport.
    Contact us, telemarketing and crm, black woman in customer service with headset and smile on face.
    Why BSI

    Driving the step change to healthier and safer workplaces

    BSI’s commitment to be being a partner in progress ensures that we support organizations' ambitions for their people.

    Creating a fair society means prioritizing people's physical and mental wellbeing. Implementing globally recognized standards demonstrates commitment to all stakeholders, helps develop a culture of trust, improve performance, and unlock innovation.

    Contact Us

    Let's shape your organization's future together

    Reach out and see how we can help guide you on your path to sustainable operational success.

    Get in touch
    Get in touch
    Insights & Media

    Insights from our Health, Safety and Well-being experts

    Discover expert insights in our webinar series.

    View Insights & Media