London Underground, the world’s oldest underground railway, employs over 12,000 staff and serves millions of passengers each day. With a complex workforce and intense operational pressures, LUL needed a dependable external partner to deliver high-quality harassment and grievance investigations, and to support mediation needs that exceeded the capacity of their internal teams.
CMP was appointed under a call-off contract to provide specialist investigations, skilled mediation and targeted training. We immersed ourselves in LUL’s culture, working closely with HR, union representatives and senior leaders to deliver a process that staff could trust. Through robust case handling, faster resolution times and a consistently high standard of delivery, we helped London Underground realise tangible cultural and financial benefits. Trust in the process increased, case durations fell, and appeal volumes dropped significantly.
Our work not only saved the organisation millions in potential costs but also drove sustainable improvements in workplace relationships and decision-making. CMP’s contract has since been renewed and extended multiple times, reflecting the ongoing value we deliver to the organisation.
Key Services
- Full delivery of harassment and grievance investigations
- Average case resolution time reduced to 30 days (previously 60)
- Independent mediation with a 95 percent agreement rate
- Bespoke training for HR professionals and Deciding Officers
- Data reporting and analysis to drive organisational learning
“Our data indicates that we have seen a saving in the cost of bullying and harassment cases to the organisation of £3 million over a 4-year period. There has also been a reduction of 75 percent in bullying and harassment ET claims.”
Senior Business PartnerLondon Underground
