London Luton Airport became the first airport to be certified for its commitment to employee well-being at work. Emma Meenan reflects upon the ISO 45003 process and the benefits it has brought to the airport and the people.
Stress, fatigue, bullying and harassment are all psychosocial hazards which can have a serious impact on employee safety and health.
However, when managed properly, they can improve employee satisfaction, performance and engagement across the organisation.
If these issues are not addressed, they can result in higher absenteeism levels, decreased productivity and an increase in staff turnover.
The Covid-19 pandemic has highlighted the importance of positive mental health in the workplace. Many employees from all sectors are facing unprecedented financial strain, emotional stress, and physical health risk.
Employers were also reminded by the pandemic of the importance for them to provide strong mental health support and have clear, consistent health protocols. They should also place a greater emphasis on worker safety. Aviation was not an exception.
London Luton Airport’s response
London Luton Airport, one of the busiest airports in the UK, employs approximately 950 employees directly. Thousands more work across its operation and supply chains.
The pandemic was a turning point for the airport. It prompted a thorough review of psychological health and well-being processes in order to create a supportive, inclusive, and understanding work environment for our employees.
LLA has always placed a high priority on psychological wellbeing. The health and safety team recognises that effective and consistent management is key to reducing accidents and incidents.
The pandemic has also highlighted the crucial role line managers play in managing wellbeing. There was also an opportunity to adopt a more proactive and risk-based approach in supporting any team members who might experience mental health or stress issues.
This new approach had to consider a number of factors, including ensuring that both day and shift workers received equal support in terms of wellbeing. It also needed to ensure that the airport grew responsibly and the recruitment and resourcing needs grew accordingly.
Line manager training focusing on managing wellbeing conversations, identifying stress signals and ways to reduce risks was developed in order to get everyone onboard.
The Road to Certification
As we sought to achieve ISO 45003 Certification, we worked closely with British Standards Institute (BSI). This process included a comprehensive review of the wellbeing processes including gap analyses and risk assessments to determine where new positive measures could be implemented.
“Our occupational health team was instrumental in the certification process. They worked with LLA’s HR and safety teams, as well as their wellbeing and wellbeing department, to develop effective programmes, provide confidential assessments, and support colleagues.”
We then developed a comprehensive well-being management procedure, an intervention policy, and a trauma risk management strategy. Our existing management system for health and safety was integrated with the ISO 45003 standard.
We created a wellness hub, support groups to help colleagues at the airport discuss their issues, a monthly newsletter on wellbeing, and an awareness plan for the year.
All departments were also required to undergo mandatory management training in order to fully understand and align our approach and priorities for wellbeing.
The ISO 45003 Audit was conducted in two stages. First, online, and then in person. This involved multiple departments.
The results
LLA’s employee well-being has improved dramatically since achieving certification. The airport reported the following in 2024:
- A 7% improvement in overall well-being despite an increase of 22% in staff, and despite the challenges of recovering after a major fire that occurred in one of airport’s car parks.
- Mental health absenteeism was reduced by 50% in terms of average days lost despite a 15% rise in mental health absences. This shows that employees receive the support they require and return to work faster despite an increase in mental illness-related absences.
Communication, awareness and engagement about wellbeing has also greatly improved.
Employees are more comfortable now in reporting mental health concerns, and they understand the importance of taking breaks to avoid burnout. The increased support, both reactive and proactive, has helped employees return to work earlier.
What is the role of occupational health?
Our occupational health team was a major player in the certification process. They worked with LLA’s HR and safety teams, as well as their wellbeing and wellbeing department, to develop effective programmes, provide confidential assessments, and offer support and assistance to colleagues who might be experiencing mental health and stress challenges.
A neurolinguistic practitioner also offered specialised sessions and provided valuable data that will help LLA develop its psychological health and safety strategy.
The BSI Psychological Health and Safety Management Scheme, based upon ISO 45003 sets the global standard in managing mental health while at work. LLA was subjected to a rigorous and independent evaluation in order to determine if it met the standard.
The airport reached a major milestone when it achieved ISO 45003 Certification. This shows that LLA is committed to the safety and psychological health of its employees and has raised the profile of mental illness in the airport.
The increased awareness has led to an environment that is even more supportive and open, where everyone feels valued and safe.
We are extremely proud to be the world’s first airport to receive this certification. This sets a global standard in the aviation industry, and we lead the way for workplace wellbeing.
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