Why occupant surveys matter
When CIBSE decided to move its London headquarters, it chose to evaluate its old and new workplaces using the Building Use Studies (BUS) occupant survey methodology. BUS combines quantitative benchmarking with qualitative user feedback, offering a robust picture of how buildings perform in use. By benchmarking results against a large dataset of UK offices, CIBSE was able to assess whether its workplaces met contemporary expectations.
Key statistic: More than 70% response rate was achieved at both offices, providing high confidence in results and enabling robust like-for-like comparison.
Balham 2023: a clear case for change
The BUS results for Balham were unequivocal. The office sat within the bottom 10% of the UK benchmark, with comfort and satisfaction indices performing poorly. Occupants reported poor thermal comfort, stuffy air, outdated lighting and an impractical layout.
Saffron Hill 2026: a measurable step change
After the move to Saffron Hill, the summary index shifted from the bottom decile to just above the UK benchmark average, marking a significant uplift in workplace quality and satisfaction. Key performance gains were recorded in building design, summer thermal comfort, lighting, storage and furniture usability. Staff feedback highlights a modern, collaborative and professional working environment.
What can be further improved?
At Saffron Hill, winter thermal comfort and temperature stability remain the weakest performing metrics, with occupants reporting cold spots and variable conditions. Noise in open-plan areas and a lack of small meeting rooms continue to affect concentration.
Priority actions identified:
- Improve winter heat distribution and reduce variability
- Increase provision of quiet and small meeting spaces
- Enhance spatial consistency of environment
Closing the loop: a model for good practice
The comparison between Balham and Saffron Hill demonstrates the value of using BUS as a continuous improvement tool. CIBSE has effectively closed the loop: diagnosing issues, embedding insights into design and validating outcomes through measurable improvement.
Crucially, the results show that delivering a high-performing workplace is not solely about good design. It also depends on ongoing operational tuning and responsiveness to occupant feedback.