OCS Delivering Magic Behind the Scenes at Merlin Entertainments

OCS and Merlin Entertainments Agree Five Year Integrated FM Partnership Across UK Attractions

OCS has been appointed by Merlin Entertainments to deliver Integrated Facilities Management services across 12 of its UK attractions, marking a significant step forward in how facilities management supports guest experience in complex, high-footfall environments. 

The five-year partnership, which is now live, introduces a fully integrated FM model across Merlin’s UK estate for the first time. Services include building maintenance, cleaning, security, waste management, landscaping and pest control, creating a single, coordinated approach to supporting attraction operations. 

Merlin colleagues working in these service areas transferred to OCS on 1st December 2025, with a further group of independent contractors expected to transition into the new model from 1st April 2026. 

Supporting the UK’s Most Visited Attractions

The scope of the partnership covers some of the UK’s best-known destinations: Alton Towers Resort, LEGOLAND®, Windsor Resort, Chessington World of Adventures Resort, Thorpe Park, Warwick Castle, two SEA LIFE attractions, the London Eye, Madame Tussauds, Shrek’s Adventure! and The London Dungeon. 

Together, these sites welcome millions of guests every year. Ensuring their facilities operate safely, reliably and sustainably is critical to maintaining smooth visitor journeys and protecting the experiences that families value. 

Mike adds: Those colleagues who are now part of OCS will continue to work alongside Merlin’s in-house teams, who will remain focused on delivering magical days out and immersive shorts breaks for families at these attractions. This close collaboration will be particularly important for those working in our technical services and engineering teams, who will see their expertise in areas such as ride maintenance being complemented by the input provided by colleagues working under OCS’s leadership.”

Integrated FM Enabling Guest Experience

The partnership is built around a shared ambition to strengthen behind-the-scenes operations so Merlin teams can focus fully on delivering memorable experiences for guests. 

By bringing together OCS’s experience in complex venues with technology-led service delivery, the collaboration establishes a strong FM platform for the attractions and leisure sector, supporting consistency across sites while remaining responsive to local needs. 

Technology Led Insight and Asset Management

The contract also signals the start of a longer-term transformation programme. OCS will introduce OCS LIVE, providing real-time reporting and performance dashboards, alongside a strategic lifecycle asset management approach aligned with ISO 55001 standards. 

The use of technologies such as cobotics, drones and proactive energy management systems will support efficiency, sustainability and informed decision-making across all attractions. 

Once fully mobilised, OCS will self-deliver FM services across all 12 locations. Placing hard services at the centre of delivery is intended to optimise asset performance, reduce downtime and protect uninterrupted guest experiences. 

Environmental Targets and Responsible Operations

Alongside core FM delivery, OCS will support Merlin’s environmental ambitions. These include achieving carbon neutrality by 2030, completing a transition to full LED lighting by 2027, and maintaining a zero-waste-to-landfill approach. 

All new utility vehicles introduced under the contract will be electric, with shared water-efficiency and energy-reduction targets agreed and monitored throughout the partnership.  

Creating Social Value for Communities and Colleagues

The partnership places strong emphasis on social value. Using the TOMS framework, it is expected to deliver more than £1 million in proxy social value each year, exceeding £5 million over the full contract term.  

This includes outcomes such as apprenticeships, local employment opportunities and clear development pathways for colleagues working across the attractions. 

Colleague wellbeing is also a priority. OCS colleagues supporting Merlin sites will have access to financial wellbeing tools, 24/7 mental health and GP support, and a reward platform offering everyday savings, helping colleagues feel supported both at work and at home.