To start recruiting a new hire, you must first advertise your role on our Recruitment platform eArcu. Once the relevant approvals have been gained (built into the eArcu process), you will be able to manage your vacancies and candidates here.

eArcu

To gain access to eArcu you can contact [email protected] and they will be able to support you in setting up an account.

This can be done via Retinue; they can be contacted via [email protected] for support.

You will be provided login details for VMS 365 to start advertising.

VMS 365

You can contact the appropriate Resourcing team by using the contact details below:

Recruitment Coordinator Service Line: 0116 261 5033

Specialist – [email protected]

Volume – [email protected]

Security – [email protected]

Care & Custody – [email protected]

Employment contracts are generated within 2 working days of the candidate being fully approved via the offer authorisation chain.

To avoid any delays, you must ensure the offer is correct and approved as quickly as possible to enable the HR Team to process the employment contract.

The employment contract is issued to the new starter within 2 working days of the eArcu offer being fully approved via the offer authorisation chain. There is no approvals required for the employment contract as the details used to populate the contract is from the approved offer.

Once the employment contract is generated it is issued directly to the candidate via email (using the same email from the application process). The candidate will also receive an SMS with confirmation that their job offer and employment contract is in their emails and requires action.

When the contract is generated and issued to the candidate, at the same time the Onboarding forms are also issued. The candidate receives this via email, they simply click a link within their offer email and log into eArcu using the same details from their application process. Once the candidate is logged in they are then able to sign and accept their Terms and Conditions and continue to complete their Onboarding forms.

Employee numbers can only be generated when the candidate has completed all steps through the onboarding process, which are as follows:

1. Candidates offer being approved
2. Candidate signing their contract & completing their onboarding forms
3. All compliance checks are completed, this includes:

• Right to Work carried out either through IDVT or uploaded onto the Mitie RTW app by Manager
• Pre-Employment Vetting check is carried out and confirmed as dispatched
• Start Date confirmed if original date was in the past.
• Occupational Health questionnaire is completed if a mandatory for our Healthcare contracts

For more information, please see section ‘Right to Work and Vetting Compliance’ below.

Workplace+ (WP+) numbers are triggered following creation of the primary employee record in People Hub and SAP. The WP+ number is typically created the following working day after the employee number is issued. For further support the WP+ team can be contacted at [email protected].

No, this will not feed through to Fleet. Mitie vans still need to be requested through the current method by the Line Manager once an employee ID has been generated and issued.

[email protected]

No, this is not possible as Fleet require cars to be returned first so they can do their own departmental checks and then assign out the car when appropriate. Vehicle assignment and Fleet Management is not a People Support administered process therefore it is suggested to contact Fleet should you have any issues with vehicle assignment processes.

Laptops and mobile devices needs are different for each site and role. Therefore, the Line Manager will still need to request these from IT once the candidate has been assigned an Employee ID and Mitie email address. You will be notified via eArcu notifications once you are able to request these via the IT Service Desk.

No, this is not possible, the benefits/perks must meet the standards set out in the Mitie Career Band Framework (CBF). For further information you can contact your People Business Partner for advice.

All contract templates are standardised across the business and have been verified with Business Unit Managing Directors, People Directors and Mitie Legal. No changes can be made to standard terms by the Onboarding team.

The job offer will expire at 3 weeks, the Hiring manager will be notified by eArcu’s automated notifications as per the stage the candidate is currently at.

Yes, it is possible for the candidate’s offer to be reset, this is providing we have confirmed with the Hiring Manager the offer is still required and the offer has not changed. This can be requested via the eArcu timeline function ensuring the Onboarding Team is tagged using the ‘@’ symbol.

These notifications are automated and will be sent out when new statuses are triggered at certain points. Hiring Managers and the candidate will be notified each time action is required or an action has been completed. Alternatively, hiring managers can log into eArcu and see the status of Onboarding. Where an offer expires this a system automated status change. To reactivate an offer you will need to contact Mitie Resourcing or interact via the eArcu timeline function using the ‘@’ symbol to notify the Onboarding team they require support.

The candidate will now need to do their onboarding through the new process. You can contact the Resourcing Team who will help to support you on this and getting the vacancy set up on eArcu.

Yes, we are currently working on this and there will be changes coming soon.

Yes, the access you currently have on eArcu will not have changed when the new onboarding process went live.

No, the views you currently have on eArcu will not change and the vetting packages you can see now will remain the same.

In order to set up your agency worker or contractor on People Hub to enable ordering of IT equipment and allow email address creation, the below request form should be completed.

Contingency Worker Request Form

In order to submit documents, all hiring managers should use the Mitie Right to Work app, an easy to use mobile application which takes you step by step through the process.

The Mitie RTW app can be downloaded by searching ‘Mitie Right to Work’ in your phone’s app store. This app is supported on Android and iOS.

For support with account creation, the RTW Compliance Team can be contacted through AskHR which can be accessed from your People Hub homepage. Alternatively you can call the team on 0330 123 4005 option 3, then 2.

As Right to Work must be completed face to face and before the individual commences work with Mitie, we advise all hiring managers to complete the check during the interview process by asking the prospective employee to bring their documents with them to interview. By processing the check on the Right to Work app at this stage, should you wish to commence the hiring process, the check will be ready for the onboarding team to pick up and minimise any delays.

The app is free to download from the app store and is approved for download by IT across all the devices. Secure device users have had the app installed by IT already. If the app is not present on a secure device, please contact IT to install.

Mitie IT can be contact via multiple channels such as via phone – 0141 278 5555, Mitie IT Service Desk or Microsoft Teams Chat ‘Mitie IT Service Desk Chat’ by clicking the icon on your Teams in the top left-hand corner.

If you continue to have issues following contacting IT, please contact the Right to Work Compliance Team via AskHR for further support.

Right to Work Documents – British and Irish:
• British Passport
• British Birth Certificate with proof of National Insurance (NI).
• Irish Passport
• Certificate of Registration/Naturalisation & National Insurance (NI).

More information can be found on the government website: GOV Right to Work Checklist

Right to Work Documents – Foreign Nationals:
• Share Code provided by individual (mixture of 9 letters/digits)
• Immigration Status Document & Proof of National Insurance (NI).

Whilst this is not a Right to Work requirement, hiring managers are encouraged to include this within the Mitie Right to Work app submission to assist with vetting and other departmental requirements.

We are obliged under the Immigration, Asylum and Nationality Act 2006, to ensure that all employees are eligible to work in the UK. If these checks are not carried out, this could lead to Mitie receiving a maximum penalty fines of £45,000 or a possible prison sentence if found guilty of knowingly employing or having reasonable belief that someone did not have the right to work in the UK. The fines can be imposed for each illegal worker identified and carry huge risk to Mitie not only financially but reputationally.

If you have reason to believe that the documents produced are fraudulent, you should contact and seek advice from the Right to Work Compliance Team immediately on 0330 123 4005 option 3, option 2 before taking any further action.

In first instance, we would suggest ensuring the app submission and the new hire onboarding has been completed in the same full name. For example, if one of the processes is being completed in a maiden name and one in a married name they will not be easily linked and located therefore could be missed.
If you have checked the above and are still facing issues, we would advise to call the RTW Compliance Team on 0330 123 4005 option 3, then 2 for them to check the submission and support troubleshooting.
The RTW Compliance Team can also be contacted through AskHR which can be accessed from your People Hub homepage.

There are multiple reasons why a check may be rejected, these include document images not being readable due to a camera flash or quality, a check not being completed face to face, the incorrect documents or sharecode details being submitted.
To find out specific reasons for your rejected check, you can login to your R2W app and view the notes or get in contact with the Right to Work Compliance Team on 0330 123 4005 option 3, then 2.

We have a user guide which can be access via the link below however alternatively you can contact the Right to Work Compliance Team on 0330 123 4005 option 3, then 2 or raise an AskHR ticket via your People Hub homepage for support.

Mitie Right to Work User Guide

You must ensure the role in which you would like to sponsor the individual for is listed on the Home Office Shortage of Occupation list.

It is important to understand the costs associated with Sponsorship, as the process includes several factors and elements which could amount to values up to £15,000 per individual.

Once you are ready to begin the process in getting advice and sponsoring a skilled worker, we request you formalise this with the Right to Work Compliance team by raising an AskHR ticket under Visa Sponsorship Request.

Visas are monitored centrally by the Right to Work Compliance Team however, direct line managers will receive notifications from People Hub advising of any upcoming visa expiries and what actions need to take place. The Right to Work Team will also liaise directly with the colleague prompting them to provide further documentation to confirm continued eligibility to work in the UK.

The Mitie Vetting Team manage pre- and post-employment vetting checks such as DBS, BPSS, BS7858, Screening, SIA checks, security clearance, client vetting checks and vetting reassurance.

The RTW Compliance Team are focused on visas, visa Expiry, visa related ER cases, visa fraud, identity fraud, right to work checks, and support the RTW App and oversee sponsorship and new hires from overseas.

Within the candidates offer it will state whether they are Pre-Employment or Post-Employment Vetting. For all Pre-Employment Vetting checks, the Vetting team must carry out this prior to the candidate commencing employment. The Vetting team will commence and provide an outcome to the vetting check as soon as all elements of the vetting package are complete. For more detailed updates on the candidates vetting please liaise directly with Mitie Vetting.

The Vetting team will check the vacancy, after the offer has been approved by the HR Team, to ensure the correct Vetting package was selected for the site and the role. For all Vetting queries please contact the team on:

01604 744072 or [email protected]

No this does not form part of the automated vetting process through onboarding and will still need to carried out via your usual method. There is a vetting option for local vetting on eArcu. However, if you also have checks run by Mitie Vetting you will need to select the relevant Mitie Vetting package on the vacancy to trigger these, alongside any local checks you initiate in the business.

MyCheck is Mitie’s pre and post employment Vetting platform.

The Mitie Vetting Team can be contacted by email on [email protected] or via phone on 01604 744072.

The MyCheck profile is now automatically created. If you wish to check this, you can contact the Vetting team on:
01604 744072 or [email protected]. There is still a requirement for the candidate to login to their MyCheck profile link to complete the necessary information.

On day one of joining Mitie, you will receive an email directly from People Hub advising of your login details and a link to access the site. This email will either be sent to your new Mitie email address if this has been set up or to your personal email address. Once you have logged into People Hub you can update/change your email preferences to reflect as you wish moving forward.

If you do not receive the welcome email from People Hub on day one of your employment with Mitie, in first instance, please check or your junk and spam folders however failing this, please call People Support Helpdesk on 0330 123 4005 opt 3 and the team will assist you in gaining access to your account.

On day two of joining Mitie, you will receive an email directly from Learning Hub (Kallidus) advising of your login details and a link to access the site. This email will either be sent to your new Mitie email address if this has been set up or to your personal email address. Your Learning Hub email is linked to your People Hub email address therefore if you would like to update your email preferences, please do login to People Hub and update these accordingly.

If you do not receive the Welcome email from Learning Hub on day two of your employment with Mitie, in first instance, please check or your junk and spam folders however failing this, you can raise an AskHR ticket regarding this. If you are unable to raise an AskHR ticket due to access, you can call People Support Helpdesk on 0330 123 4005 opt 3 to resolve this.

You can also gain support directly on 0330 123 4005 opt 2 and the Team will be able to support in gaining you access to Learning Hub.

Learning Hub can be accessed via the People Hub homepage using the tile ‘Learning Hub’.

You access Celebration Hub via the People Hub homepage by selecting the Celebration Hub tile.

You will receive a welcome email to activate your account for the first time, please click on the link within the email to activate. You will need to register with the email address that’s stored on People Hub (business email or personal if no business).

If you receive a message advising your email address is not recognised, in first instance you should check your email address on People Hub. If these details are incorrect, you will need to amend in People Hub.

If your details are correct on People Hub, you should contact the Celebration Hub Helpdesk on 0203 780 1891 for assistance in activating your Celebration Hub account.

We have three platforms in which we use for claiming expenses, see below:

• Coupa Expenses – Out of pocket business expenses including subsistence, reimbursement of fuel for hire and pool vehicles only, any car parking charges, tolls/road charges, vehicle consumables – antifreeze, oil, screen wash.

New user access: Raise a ServiceNow ticket via Coupa User Access

For support with Coupa Expenses, please visit the MiNet page, Coupa Expenses to access how to guides and videos. Queries can be directed to [email protected].

• TMC (The Mileage Consultancy) – Reimbursement of fuel, paid for by an employee for a company vehicle (fuel card did not work/could not be used), driver licence checking, fuel card private mileage calculation and deduction, electric vehicle mileage reimbursement, reimbursement for business mileage on driver owned vehicles, grey fleet driver owned vehicle compliance/document management.

To set up an account with TMC you will need to contact [email protected]. Once you have an account, TMC can be liaised with directly on 01270 522757 or via [email protected].

• Inntel – For travel and hotel bookings.

To gain support regarding Inntel you can visit the MiNet page How to Buy Travel, here you will find guides, videos and FAQs.

For further support you can contact Inntel on 0344 847 5514 or via [email protected].

The WP+ Helpdesk can support with queries relating to the use of WP+ and InTouch and can be contacted by email on [email protected] or via phone on 0117 322 1830 opt 2.

If you are undertaking a role which requires you to use display screen equipment daily or continuously for an hour or more than it is important that you complete a DSE (Display Screen Equipment) Assessment. This can be completed via our Microsoft form linked below.

We advise that you should complete this assessment when new users are starting employment, when a new workstation is set up or when a substantial change is made to an existing workstation.

DSE Form

People Support are the Mitie HR Shared Service team. They can be contacted either by phone or via the AskHR ticket system found in People Hub.

People Support Helpdesk, SLAM (Starters, Leavers, Amendments and Movers), HR and L&D Administration, Employee Relations, Right to Work Compliance, Systems & Data, Insight (MI/Reporting) and Payroll.

People Support can be contacted by phone on 0330 123 4005, following this you will be presented with three further options.

Option 1 – Payroll

Option 2 – Learning & Development

Option 3 – Employee Relations and anything else

You can also gain support by raising an AskHR ticket via People Hub.

People Support can be contacted by phone via 0330 123 4005 option 2 and 3, Monday to Friday from 8am to 5pm.

Payroll can be contacted by phone via 0330 123 4005 option 1, Monday to Friday from 8.30am to 5pm.

People Support’s busiest periods are between 12pm and 2pm, if possible, you should try and avoid these times however if this is not possible, please be advised you may experience longer wait times.

If you are calling option 3 and then selecting option 1 for Employee Relations support, you will get through directly to our ER Advisory team where you will speak to an experience advisor who will be able to support you.

If you select option 2, you will speak to the People Support Helpdesk Team. An Advisor will aim to resolve your query at first point of contact, or they will triage you to the relevant team in People Support or signpost you to the correct department as required.

A People Support Advisor will aim to resolve your query at first touch and to do this they will need to gain accurate information from yourself as to what is required. The team may ask you some probing questions to ensure they have all the right information before making an informed decision on how to manage your query. Do expect to be asked some quick security questions, this is standard protocol.

People Hub can be accessed via www.mitie.com/peoplehub – Your username will be your 6-digit employee ID.

The mobile app can be accessed by scanning the QR code via your camera on your mobile device or by using your preferred internet browser on your mobile device and searching www.mitie.com/peoplehub

In the first instance, we would advise you use the ‘forgot my password’ functionality on the People Hub homepage which can be accessed by selecting the question mark (?) icon next to ‘enter password’ field.
If you have an email address set up in People Hub, this will email you the relevant links to reset. If you require support, please see below our short video which walks you through this process.

Reset Your People Hub Password

If you are still experiencing issues logging into People Hub after attempting self-service, please call the People Support Helpdesk on 0330 123 4005 opt 3 and the team will be able to assist in gaining access for you.

Please be advised, security questions will be asked when calling People Support regarding this matter, so it is important that you make the call as opposed to your line manager.

The People Support Helpdesk are on hand to be able to support you with these processes and they can be contacted between the hours of 08:00 – 17:00 Monday to Friday by calling 0330 123 4005 opt 3. You can also raise an AskHR ticket if you are unable to contact during these times.

Policies and various forms can be found on Mitie’s IMS; this can be accessed via SharePoint or by People Hub through the ‘Policies’ tile which will take you to the IMS. We have also made various policies available via Mitie People – mitiepeople.com and you can contact the People Support Helpdesk on 0330 123 4005 opt 3 for support in accessing or gaining forms.

IMS

To log an AskHR ticket, you will need to sign into People Hub and click on the AskHR tile on your homepage.

You will then be able to select ‘Create Ticket’.

Once this has been selected, you will be presented with a new screen in which you will be asked to choose a category and sub-category depending on what your case relates to, followed by a free text subject line and description box. You will also be able to attach documents and submit your ticket in the bottom right-hand corner.

If you are raising an AskHR ticket, it is important to include as much information as possible regarding the query or the transaction required.

The ticketing system will identify you as the raiser.

It is also best practise to advise in full who the case relates to, for example, name and employee number and to attach any relevant documentation that may support the advisor.

A single ticket can be raised for a query relating to multiple employees, however, please ensure the various employee details such as employee number are included in the ticket to ensure an efficient and timely response.

For Employee Relations related tickets, we would advise to raise separate tickets for each employee involved as different processes may need to be followed as it will be managed on an individual basis. The only exception to this would be tickets relating to collective grievances and redundancy/consultations.

If you need to escalate an AskHR ticket, we advise you to call People Support on 0330 123 4005 opt 3. They will then be able to support in escalating this to the relevant team in aim to resolve your query as quickly as possible.

You will receive email notifications with regards to the progress of your AskHR tickets and you can also access your existing tickets via People Hub using the AskHR tile and then selecting the ‘Tickets Overview’ tile. Here you will be able to review and respond to any correspondence as well as see the status.

People Support manage their workloads via AskHR therefore we advise all existing employees to raise tickets via People Hub or to call us for support and guidance.

The AskHR platform also works as a tool to record all case information in one central location to ensure a timeline of events is recorded.

Payroll can be contacted via phone on 0330 123 4005 opt 1 and are also users of the AskHR platform so queries can also be logged this way.
For transactions such as payments to be made in addition to usual hours or scheduled hours, you can contact Payroll by email on:

• Payroll Central/Specialist Services (CG&D, Landscapes incl. Biotecture, Waste, Care & Custody): [email protected]
• Group (Legal, Finance, Internal Comms, Fleet, IS, QSHE, Procurement, CoSec, Sales, Property, Media Relations and Insurance,
  Shared Services): [email protected] 
• Cleaning: [email protected] (Salaried), [email protected] (Hourly), [email protected] (WP+)
• Security: [email protected] (Salaried), [email protected] (Hourly WP+)
• Technical Services (Communities, Engineering Services, Painting, Tilley Roofing, DAEL, JB Towers, LBG – Offshore, TS Ex-ISV, IFM, PFI, Mitie NI): [email protected]

For the WP+ population, in the first instance you should speak to your line manager, following this pay queries should be raised via WP+ which will be fed into the Payroll Team to review following line manager approval.

All payslips can be accessed via People Hub. Once you have logged into People Hub, you will be able to access the homepage tile ‘My Payslip’. Here you will be able to view and download your payslips, P60 and P11D.

Although payslips can be accessed via People Hub, they are hosted on an external site, and we are aware of some issues due to fire walls. We suggest accessing People Hub via the mobile app or on a personal device and viewing your payslips this way. This is a known issue, and we hope for it to be resolved in future.

Mitie currently have two pension providers, The Peoples Pension (the Mitie workplace pension scheme to auto-enrolment) and Scottish Widows Group Personal Pension (GPP).

Please note historic pension providers are still in place for the following schemes: Interserve Pension Scheme Part C, The Civil Service Pension Scheme, the NHS Pension Scheme, the Local Government Pension Scheme, and the Railways Pension Scheme, overseas pensions schemes and pension schemes for joint ventures such as Sussex or Landmarc.

If you have a query relating to your pension such as what scheme you are enrolled into, your contributions or you would like to opt out, you can raise an AskHR ticket via People Hub under ‘Benefits Query’, ‘Pension’ and the Payroll and Benefits Team will support in answering your query.

To find out about Mitie’s core and voluntary benefits, along with recognition and wellbeing, please read Mitie’s Benefits Handbook in first instance which can be found on the IMS.

If you have any questions following this, please contact [email protected].

MiDeals is the employee discounts portal that allows you to make great savings at your favourite stores – you can access MiDeals through Celebration Hub.

Celebration Hub can be accessed via People Hub by selecting the tile on your homepage.

If you are entitled to Private Medical Cover (PMI) and have queries relating to this, you should contact [email protected].

If you are unsure if you are entitled to PMI, you can raise an AskHR ticket and the People Support team will be able to advise.

Choices is Mitie’s dedicated flexible benefits programme, available to all employees.

Annually, it provides you with the chance to choose benefits that best suit you, your lifestyle and your budget. There is a yearly two week window in which you can select these benefits if you choose to. You will be notified of the window prior to it opening with all the information.

If you have recently joined Mitie, you’ll receive a Choices welcome email with details of how to log in. So, keep an eye out for it and check your junk email folder and contact [email protected] if you don’t receive it within the first couple of weeks of your employment.

If you have queries relating to Free Shares, Mitie Matching Share Plans or SAYE you should contact [email protected].

Payroll have two out-of-cycle manual payment runs paying on the last working day of the month and the 6th of the following month. It should be noted that the out-of-cycle manual payment runs should only be used for extremely urgent payments, such as new starters who have not been paid. All other requests will be declined and paid in the following months’ pay.

Any hardship or out-of-cycle payment requests will only be reviewed when submitted using the new Manual Payment & Bonus (MPB) form accompanied by the appropriate approvals.

For salaried employees using People Hub’s time management functionality – If amendments need to be made to annual leave as they have a different entitlement as per their contract which is above the standard allowance, then an AskHR ticket can be raised for amendments to be made.

For frontline employees using WP+ you will be able to view your direct reports annual leave entitlement when reviewing their annual leave to approve or decline. This will be broken down into calendar days and requested days. WP+ will calculate this once a request has been entered and the screens have been worked through.

If you require technical support in managing annual leave via WP+, the WP+ Helpdesk will be able to support however if there are pay issues relating to annual leave, a pay query will need to be raised via WP+.

[email protected]
0117 322 1830 opt 2

For salaried employees using People Hub’s time management function, they are required to book Bank Holidays in the system. This can be done by requesting leave in the usual way however selecting ‘Bank Holiday’. These days still require line manager approval to ensure they are being used on the correct days.

For frontline employees using WP+, the Bank Holiday dates will be set by the central finance team each year. The site is set up with action on the AS Form, double pay, single pay, TOIL etc. Once the day is marked as a Bank Holiday, you will need to action the daily recs in the normal manner, but you are able to stand down a shift if they are not working. This is done by removing the shift on the amend screen, re-allocating the employee and selecting ‘stand down’ on the accept screen. For technical support with WP+, please contact the WP+ Helpdesk on [email protected] or via phone 0117 322 1830 opt 2.

As a standard policy – annual leave cannot be carried over.

If an employee is on Maternity / Paternity / Shared Parental / Adoption leave, the annual leave can be carried over and used.

If an employee requests to carry forward holiday because of their long-term sickness absence, they can carry over their remaining leave up to the statutory entitlement of 4 weeks in accordance with the Working Time Regulations 1998, please contact the Employee Relations team for guidance on 0330 123 4005 opt 3 or via AskHR.

If annual leave is managed via People Hub, you will be able to see your own and your reports annual leave. A guide to support this can be found on People Hub via the tile ‘Help Guides and Videos’ and then accessing ‘Time Off’.

If annual leave is managed in WP+ you will be able to view all holidays and shifts required to cover each site for each date via ‘Holiday Grid’. By clicking on the site code, this will open a calendar to show a summary of employees defaulted to the site.

Purchasing of additional annual leave is released annually in March through Mitie’s ‘Choices’ benefit. This will be communicated in the new year, and you will have a window to select your Choices which includes annual leave purchasing among other benefits.

For salaried employees using People Hub’s time management functionality, all sickness absence should be reported here. A guide to support this can be found on People Hub via the tile ‘Help Guides and Videos’ and then accessing ‘Time Off’.

Supporting forms such as self-certification of incapacity to work and return to work can be found on Mitie’s IMS, this can be accessed via SharePoint or by People Hub through the ‘Policies’ tile which will take you to the IMS.

For frontline employees please complete the incapacity to work form and report this to:

• Cleaning: [email protected]
• Security: [email protected]
• Technical Services (Communities, Engineering Services, Painting, Tilley Roofing, DAEL, JB Towers, LBG – Offshore, TS Ex-ISV, IFM, PFI, Mitie NI): [email protected]
• Specialist Services (CG&D, C&C, Landscapes and Waste): [email protected]

If you require a confirmation of employment for reasons such as for a new employer or a Visa renewal, the following processes should be followed depending on if you are a current or ex-employee.

For current employees – An AskHR ticket (through People Hub) should be raised via category ‘Document Request & Audit’, ‘Reference Request’ and the HR Administration team will review and process.

For ex-employees or external requests – These should be requested via [email protected] and the HR Administration team will review and process.

Financial references are managed by our Payroll team. To request this document please contact one of the following:

• Payroll Central/Specialist Services (CG&D, Landscapes incl. Biotecture, Waste, Care & Custody): [email protected]
• Group (Legal, Finance, Internal Comms, Fleet, IS, QSHE, Procurement, CoSec, Sales, Property, Media Relations and Insurance,
  Shared Services): [email protected] 
• Cleaning: [email protected] (Salaried), [email protected] (Hourly), [email protected] (WP+)
• Security: [email protected] (Salaried), [email protected] (Hourly WP+)
• Technical Services (Communities, Engineering Services, Painting, Tilley Roofing, DAEL, JB Towers, LBG – Offshore, TS Ex-ISV, IFM, PFI, Mitie NI): [email protected]

An AskHR ticket can be raised via People Hub to gain a copy of your contract. Once received, the HR Administration Team will provide you with a statement of terms or a copy from your personnel file and provide this to you by attaching it to the ticket.

These changes are made via self-service in People Hub. Some documentation may be required to support the change depending on the nature of the change. A how to guide on this can be found by accessing the tile on People Hub called ‘Help Guides and Videos’ and then ‘Personal Changes’. This will detail the steps and the documentation required to support.

Once the change has been actioned via self-service, the request will be reviewed by People Support and approved as required.

Please note if your date of birth or NI number is incorrect on People Hub, you must raise an AskHR ticket under ‘Personal Change’, ‘Personal Change Query’ for amendments to be made, all other changes must be made via self-service.

We would advise to provide as much notice as possible, payments are usually processed to BACS around 3 days prior to the specific payday therefore we suggest changes to be made no less than 4 days prior to your scheduled payday.

If you have queries relating to your payroll cut off dates, please contact Payroll on 0330 123 4005 opt 1.

People Hub has a self-service functionality which enables managers to amend a colleague’s hierarchy.

For more information on how to self-service line manager changes, a short tutorial video is available here and a ‘How To Guide’ is also accessible below.

Making Line Manager Changes in People Hub

For hierarchy changes of 10 or more, a CAF can be completed (using tab Org Structure Update) and attached to an AskHR ticket for People Support to process.

Colleague Amendment Form (CAF)

Changes to terms and conditions will either be processed via eArcu or through a colleague amendment form (CAF) depending on the change required.

The CAF can be found on the IMS and has a support and guidance including a ‘Change Matrix’ tab which will advise you on whether a CAF is required or the change needs to be processed via eArcu.

Further guidance can be found on our People Hub knowledge base which can be found by logging in to your People Hub homepage and selecting tile ‘Help Guides’.

Once a CAF is completed and the relevant approvals are gathered, an AskHR ticket should be raised attaching both elements.

Approvals for changes being made via eArcu, are built into the hierarchy therefore a notification will go directly to the assigned approvers.

For changes being made via the CAF, you will need to gain the approval and attach it to the AskHR ticket along with the form. The CAF form has a guidance tab ‘Approval Matrix’ to support you with who this will need to be from.

Colleague Amendment Form (CAF)

Learning Hub is Mitie’s online eLearning Platform which is hosted by Kallidus.

Here there are a wide range of online learning modules of which some are mandatory and some can be self serviced as you please.

Learning Hub can be access via People Hub using the home page tile ‘Learning Hub’.

There is a wide scope for Learning and Development at Mitie, and we would advise to find out about all the opportunities in these areas to visit the L&D SharePoint site to explore the offering.

Learning & Development SharePoint Site

You can reset your own Learning Hub password, please see video on how to do so – Reset Your Learning Hub Password.

Failing this, our People Support Team are on hand to support via AskHR or by calling 0330 123 4005 opt 2.

Predominately ER support will be provided by our Employee Relations Team made up of specialist Assistant and ER Advisors who are supported by our ER Managers, who all report into our Head of Employee Relations.

Each case will be assigned to a dedicated Advisor to see through the case end-to-end.

You may also have some interaction with the People Support Helpdesk where an Advisor may answer your query via phone, triage your case or provide you with relevant documentation as required.

Our Employee Relations Team are here to advise and coach managers in handling and concluding Employee Relations cases in-line with Company Policy, legislation and best practice, balancing risk, and commerciality to deliver the best result for the business.

They case manage end-to-end employee relations matters from disciplinaries, small consultations through to early conciliations/tribunals, advise on policy and process for all employee’s dependent on their standard or local terms, administer death in services cases, manage all occupational health referrals and provide monthly management reports which analyse and show the detailed trends within the ER case work.

They will be able to provide tailored guidance, meeting structures and FAQs, as well as scheduling review calls with you to ensure that you are being supported from start to finish.

Once an AskHR ticket has been raised relating to an employee relations case, this will be reviewed by People Support and an Assistant or ER Advisor will be assigned as the case manager. At this point you will receive an email notification advising who the ticket has been assigned to. They will work with you to provide you with the relevant policies, documents, and processes to follow ensuring they are on-hand to see through the case end to end with you.

Your assigned Assistant or ER Advisor will provide you with the advice and guidance on how to manage the case referring to the Mitie policies and procedures whilst adhering to contractual differences i.e., right to representation, however ultimately you are the decision maker.

ER have a dedicated Administration Team that will provide the relevant Mitie branded letter templates for meeting invites and outcomes via AskHR. The manager is then responsible for completing any particulars and/or rationale.

The Employee Relations Team will notify your HR Business Partner if there is a case that carries significant risk, however it will still be the Employee Relations Team that will support and provide the relevant advice.

HRBPs do not have visibility of the AskHR tickets however they will be provided with the relevant information as required.

Our Occupational Health provider is Optima.

This can be done via Optima’s online portal.

Referral portal: www.myohportal.co.uk
Website: https://mitie.optimahealth.online/
Phone: 0330 0084 308 opt 1

Once you have created a referral via Optima’s online portal you will be able to view the progress and book appointments on behalf of the employee.

If you need any support, then an AskHR ticket can be raised with our ER team who can guide you on next steps.

You can access Learning Hub via the People Hub homepage and gain tools such as ‘Licence to Lead Bronze’ and various other support sessions to use as and when required.

You can also access all Mitie’s policies via the IMS.

IMS

Our HR Insight Team operate a ‘Report/Information Request Form’, once this is completed, they will review and manage your request accordingly.

Mitie HR MI – Report Request Form

The team also operate via AskHR tickets and requests can be made via this channel or for further support you can liaise with them via HRMI&[email protected].

Employees should be processed as a leaver via People Hub, and this should be actioned by the individuals line manager. A guide on how to process a leaver can be found on the People Hub homepage by accessing tile ‘Help Guides and Videos’ and then selecting ‘Leaver’.

Please note that personal email address is a mandatory field for an employee leaving Mitie within People Hub, this is to ensure they receive their final pay documentation.

For frontline employees using WP+, the leaver action is required to be made in WP+ by the line manager and then the WP+ Payroll team will replicate this into People Hub. For support in making a leaver in WP+, please speak to your line manager or contact the WP+ Helpdesk on [email protected] or via phone on 0117 322 1830 opt 2.

Upon your final payment made by Mitie, you will receive an email to your personal email address from the ‘Box App’. Once accessed you will be able to retrieve all previous payslips, P60, P11D and P45.

If you have not received this email, in first instance, you should check your junk or spam folders. Failing this you will need to contact our payroll department for this to be resent. Payroll can be contacted via 0330 123 4005 opt 1.

For support with redundancy and consultation processing, we advise you to raise an AskHR ticket under ‘Redundancy & Change’ depending on the following category selected, this will be triaged to one of our specialist teams to guide and support you through this process.

To gain support with either TUPE in or out activity, please raise an AskHR ticket under ‘HR Change Team’ and our specialist team will be able to support you with this process.

If you leave Mitie, you will no longer be eligible for Mitie benefits.

Specific details relating to each Mitie benefit for leavers is detailed in our Benefits Handbook which can be found on Mitie’s IMS.

If you are retiring from Mitie, please refer to the ‘Getting Ready for Your Retirement Guide’ which can also be found on Mitie’s IMS.

IMS

In the event a death in service occurs of any nature, this should be reported to our Employee Relations team either via AskHR under ‘Death in Service’ or by calling 0330 123 4005 opt 3.

The specialist team will work with you to support all parties effected, providing process guidance and management in a sensitive manner to ensure a smooth, efficient, and respectful service.

For ex-employees or external requests – These should be requested via [email protected] and the HR Administration team will review and process.