BCO_National_Awards_2026_Suplement - Flipbook - Page 57
CUSTOMER EXPERIENCE
BCO Awards 2026
Property Facilities Manager
JLL
Asset / Corporate Real Estate
Manager
M&G
Service Delivery Partner
CIS
Front of House Service
Partner
Rapport
CX Consultancy
BeWonder
W
hen the judges
visited 40
Leadenhall in the
heart of the City’s insurance
district, they found this year’s
most complete and convincing
customer experience
proposition.
The team here excels at
taking care of its customers in
a way that is both measurable
and genuinely warm – two
vital components in bringing
people back to the workplace
and making 40 Leadenhall the
commercial success it is today.
Granted planning
permission in 2014, the
scheme was delayed for years
before it was bought by M&G
Real Estate in 2019 and
completed in 2024.
Dubbed Gotham City, the
900,000 sq ft Make Architectsdesigned scheme is one of the
bco.org.uk
City of London’s largest office
developments. Featuring two
stepped towers of 34 and 14
storeys and the restored Grade
II listed Billiter building at its
heart, this complex project
was delivered by Nuveen
Real Estate as development
manager. JLL was appointed
managing agent and Bewonder
– its in-house customer
experience agency – as
consultant.
The judges were impressed
by how the vertical
neighbourhood they created
has become a welcoming
community. Its occupiers
include Kirkland & Ellis,
Chubb, McGill and Partners
and Shawbrook. Their people
benefit from hospitality and
wellbeing facilities, terraces,
restaurants, coworking
areas, programming and
smart technology to create a
memorable experience.
Highlights include The
Treehouse on level 11, which
was designed as a dedicated
experience space for the whole
40 Leadenhall community,
offering a communal rooftop
clubhouse and lounge with
panoramic views. As well
as a bar, restaurant and
shuffleboard, there’s also a
podcast studio.
Elsewhere in the building,
occupiers can make use of a
screening room, library and
200-seat auditorium.
The judges were impressed
by how “occupier feedback is
continually gathered, analysed
and converted into visible
improvements”.
“Through inclusive design,
thoughtful leadership and
genuine care, 40 Leadenhall
has created an inspiring
workplace where people feel
connected and valued,” they
said.
What also distinguished 40
Leadenhall was its genuine
one-team culture. Building
management colleagues and
service partners operate
as one customer-focused
community, united by shared
standards, leadership and
evident pride.
Inclusive design,
operational excellence and
personal care were apparent
throughout the judges’ visit.
“The result is more than an
impressive building,” they
said. “It is an experience that
stayed with the panel and a
global exemplar of purposeful,
intentional and continuously
improving customer
experience.”
October 2026 • ESTATES GAZETTE • 57
