Category Archives: Incentive QAS Cleaning

Incentive FM Group Strengthens Window Cleaning Portfolio with Acquisition

Incentive FM Group Strengthens Window Cleaning Portfolio with Acquisition

Leading independent facilities services organisation Incentive FM Group has acquired ARL Support Services, a specialist company providing window-cleaning services to many of the UK’s most recognisable retailers located on the high street or within retail parks. The acquisition will further strengthen the Group’s portfolio of world-class cleaning services and solutions.

The strategic acquisition will see ARL Support Services complementing and working closely with SWC, which makes up part of Incentive QAS, the Group’s specialist cleaning company. By taking on the 30-strong skilled mobile workforce, Incentive FM Group can now provide customers with a complete range of window cleaning services, from low to high level. This incorporates the use of cradles, abseiling, platforms, ladders and the reach and wash system.

ARL Support Services’ senior management team, including joint owners Adam Littlejohn and Ben Steele, will be joining Incentive FM Group, with all employees reporting to Jamie Wright, Managing Director of Incentive QAS. The business will continue to operate as ARL and will carry on providing services to existing customers, including Pizza Express, Matalan, Zizzi and Pets at Home.

Martin Reed, Managing Director at Incentive FM Group, said:

We were looking for a business that complemented our existing window cleaning services. Not only does ARL complete the skills matrix, it has the geographical spread to support our clients. Fulfilling the needs of our customers is our top priority and this move enables us to offer our customers a complete service at the best price. The experience of the ARL Support Services team will help us to expand in the retail sector and their skill base will prove invaluable moving forward.

Adam Littlejohn, ARL Support Services, said:

Incentive FM Group’s strong customer base and firmly established facilities management solutions means our existing customers can benefit from a broader range of services, whilst our staff will benefit from more opportunities for career development. Our window cleaning skillset means that we will become a valuable part of the Incentive FM Group and we are very excited to maximise the opportunities this brings.

 

The Facilities Show 2016

The Facilities Show 2016

Some great fun at our stand at The Facilities Show at Excel this week seeing plenty of clients and friends taking part in the window cleaning challenge. #beattheshiner

Incentive QAS – Annual Away Day!

Incentive QAS – Annual Away Day!

On Friday 13th May, Incentive QAS held their inaugural senior management annual away day.  The objective of the day was ‘to reflect on the past year, plan for the future and celebrate our successes’.

The morning session was held up on level 33 at 110 Bishopsgate, where the team (Wayne Parsonage, Nick Shed, Lee Douglas, Ross Campbell, Mark Yull, Emily Cunnane and Jamie Wright) mind mapped solutions to the current challenges they face.  This also included lengthy discussion on how the Incentive QAS business can best grow sustainably whilst maintaining our personal touch, both with customers and staff.

Jamie Wright also took this opportunity to discuss the new company Vision – to have clients who love working with us and staff who love working for us – and how the team will collectively achieve this in their day to day operations.

This was followed by a Hamksmoor lunch to celebrate a successful year that has seen the business grow by circa 45%, a fantastic achievement that the team are proud of and a stylish celebration was well deserved.

After lunch a team building exercise at Junk Yard golf in Brick Lane was embarked upon.  Two teams played 9 holes of mini golf on courses which were made entirely out of reclaimed refuse.  Obstacles included Jacuzzi’s, speed boats, old gym equipment, a slide and a tea set.  The individual prize was won by Wayne Parsonage.  The fact Wayne managed to win despite playing with a broken rib says volumes about the overall standard!

“Celebrating success and taking time away from the day to day operations is essential in building a true team spirit.  The Incentive QAS team are fully engaged in helping the business be successful, something very close to my heart that I am extremely proud of – so a day like today is thoroughly deserved and a great way to launch in to the new financial year.”

Jamie Wright

Daytime Cleaning

Daytime Cleaning

Can you name and describe the most important innovation in a product or service that helps FMs in their jobs with respect to hygiene/cleaning?

One of the most important developments in the industry is the increase and acceptance of daytime cleaning. Whilst not necessarily innovative in itself it has, without doubt, had a major impact in improving standards of hygiene and in making life easier for FMs.

Daytime cleaning has traditionally been used at locations that are open 24/7 and have high foot-falls like hospitals and airports, however it is now being more commonly used in the office sector. At Incentive QAS we believe that switching to daytime cleaning makes good commercial and responsible business sense.

Our experience shows that overall office cleanliness and hygiene is kept to a consistently high level throughout the day and that unexpected spillages and emergencies can be dealt with instantly. This not only demonstrates that FMs are delivering on service levels real time but are also able to prevent permanent damage to carpets and fabrics where the accidents occur.

Furthermore from a corporate social responsibility perspective, cleaning staff benefit health-wise from daytime working as they feel that they are part of the office team and are not isolated by out of hours working. Having healthy and engaged cleaning staff is imperative for successful FM delivery.

From a commercial perspective, this approach also means that expensive premiums for out of office hours cleaning shifts are kept to an absolute minimum. In addition, buildings can be closed earlier and open later so that power and security cost efficiencies are also achieved.

Apart from the cost and CSR benefits, a final key aspect of daytime cleaning, is that cleaning is more closely aligned to clients’ needs. Areas are cleaned as needed not just when scheduled and this leads to an overall increase in general cleaning standards and that has to be good news for clients and the FMs responsible for good service delivery.

Innovation in cleaning equipment has also helped to enable us to successfully deliver daytime cleaning in offices by making the whole proposition more palatable to office workers. For example, microfibre cleaning cloths enable staff to clean surfaces faster and more safely as far less environmentally unfriendly chemical cleaning products are needed. In addition, the new generation cordless vacuum cleaners, with low-noise technology, not only make cleaning quieter and less intrusive but safer (as there are no wires to trip over) and more efficient (as they are light-weight and portable). But the real game changer in my view has to be the return to daytime cleaning.

Cleaning Matters – Not for the Faint Hearted

Cleaning Matters – Not for the Faint Hearted

At Incentive QAS we have had a specialist service for cleaning police holding cells for many years and work closely with forces in the UK. Police holding cells and secure prison cells are often scenes of various types of bio-hazardous incidents that pose a high risk of infection for anyone who is in contact with it.

It is challenging work as our custody teams regularly face the risk of exposure to diseases such as HIV, Hepatitis C and Tuberculosis; aggression and abuse from detainees; and have to be on aware that the chemicals and equipment they have could be grabbed and used as a weapon or to self-harm.

Unfortunately, not everyone is a model detainee and perhaps one of the worst things we have to deal with is the aftermath of ‘dirty protests’ where prisoners refuse to use the provided facilities and defecate, urinate or spread bodily fluids in the area. These bodily fluids can harbor infectious diseases and need to be cleaned up in a safe and controlled manner to prevent infection. Walls, ceilings and other fixtures and fittings are often affected and it is not always contained within the confines of the individual’s cell. In many cases the detainee will repeat this behavior consistently during there stay.

Police stations are busy places, with a lot of people coming and going at all hours of the day and night and our role is to enable the station to continue to operate with minimal disruption and quickly ensure that all the areas are clean and safe for detainees to return.

In the UK, Custody Sergeants are responsible for the welfare of the arrested individuals and detainees during their time in custody, which includes providing a hygienic prison or holding cell. Arguably a true partnership approach is more important in this environment than any other due to the risks involved and we work extremely closely with the station custody teams.

Communication is key as often the situation is fast moving and volatile and we work to a strict documented protocol. That said flexibility is also important as the environment can be unpredictable and we can’t stop half way through a clean just because the shift has ended!

Our teams are made up of a special kind of person who understands the importance of the job and is able to handle it with the right mixture of resilience and sensitivity. They receive specialist training that covers the practicalities of the role such as the different types of equipment and chemicals we use; the importance of proper clinical disposal of all materials; as well as protection training which focuses on keeping them safe. Unfortunately infection is not the only danger and teams are on the look out for items such as needles. Continuity of the members of the team is a high priority for us as it helps to engender the good relationships and trust needed to make these operations really successful. As such motivation is key and we regularly reward our teams. We also take the time to get to know them, exploring their strengths and weaknesses so we can offer them development programmes that are specifically tailored to their exact needs. Finally, and most importantly, we give them the opportunity to deploy these newly acquired skills so they can make a positive and valued contribution to our business – which we believe is key towards improving employee satisfaction. As a result we have high levels of staff retention despite the challenging nature of these contracts.

In conclusion this kind of work is not a job for the faint hearted but one for those who want to do really valuable work and be part of a tight knit team.

By Jamie Wright, Director at Incentive QAS

Synopsis for Shopping Centre Magazine

Synopsis for Shopping Centre Magazine

St Stephen’s Shopping Centre, Hull, is a 560,000sqft retail complex with an annual footfall of nearly 12 million. Incentive FM (IFM) sub-contracts its 48-strong Facilities Management team to St Stephen’s and has worked with the Centre for several years. IFM’s contract was successfully renewed for a further two years in April 2015.

Through an efficient and effective partnership St Stephen’s is now widely regarded as one of the most environmentally friendly businesses in the region. Through the implementation of various strategies the Centre has:

  • reduced water usage by 75%
  • reduced energy consumption by 35%
  • diverted over 2,408 tonnes of waste from landfill
  • saved over £186,700 on energy, water and waste costs

More recent results and improvements include:

  • 39% reduction in general waste figures since August 2014
  • 8% increase in food recycling in the past nine months
  • 100% recycling on-site due to effective segregation stations

IFM and St Stephen’s have also implemented several leading-edge sustainable solutions ahead of any other Centre in the region. These include:

  • installing a food treatment process in situ which is processing c.46 tonnes of food waste and returning over 20,000 litres of water.
  • using anaerobic recycling via ReFood, Doncaster. This enables the Centre to divert around 6.3 tonnes of waste food per month, producing 1674 Kw hours and saving 2.85 tonnes of CO2.

Waste Management Performance

St Stephen’s is one of the first shopping centres in its geographic locality to introduce a food treatment process in situ – and one of the first in the UK. The equipment is enabling the Centre to separate c.46 tonnes of food waste per year at source, returning over 20,000 litres of water and improving on-site recycling figures by more than 10%.

The new technology also means the team can work ahead of the legislative changes. The system is a future-proof waste management solution that is enabling the Centre to achieve its waste management goals whilst considering the current market drivers of Cost, Food Legislation and Environmental Impact.

Other benefits include:

  • Significantly reducing food waste land miles, meaning less haulage on the road
  • Savings of around £2,500 per year
  • Significantly reducing CO2
  • Further improving St Stephen’s on-site recycling figures by more than 10%

 Anaerobic Recycling

Incentive FM via St Stephen’s has also introduced specialist waste recycling services that use the latest renewable energy systems. The Centre works with ReFood in Doncaster and provides tenants with 240 litre wheeled bins in which to dispose of their contaminated food waste. ReFood collect and transport the waste to its state of the art Anaerobic Digestion plant. This is then converted into electricity that powers 5,000 local homes. The Centre now diverts around 6.3 tonnes of waste food per month producing 1674 Kw hours and saving 2.85 tons of CO2.

Effluent discharges and raw materials

 Incentive FM and St Stephen’s are working hard to create some of the most energy-efficient toilets in the area. Recent improvements include installing dual flushing toilets that save a further 500,000 litres of water per year and adjustable operation on taps set at three seconds instead of original 18 seconds.

Jamie Wright promoted to MD at Incentive QAS

Jamie Wright promoted to MD at Incentive QAS

Jamie Wright has been promoted to the position of Managing Director at Incentive QAS, heading up the specialist cleaning arm of the Incentive FM Group.

jamie

Jamie has been promoted for successfully improving operational efficiency across the Incentive QAS business. This has required him to identify and implement best practice measures consistently across all contracts while bringing dispersed cleaning contracts from across the Group into the Incentive QAS fold.

Jamie explained, “The last eighteen months have been a transitional period. We have undertaken a substantial investment in strengthening our operational foundations. This includes introducing living wages where possible, unifying health and safety procedures, enhancing staff training and career paths and succession planning, so that we are fully prepared to grow the business and concentrate on winning more key strategic contracts moving forward.”

Jamie was Business Development Manager at Quality Assured Services when Incentive FM Group acquired the business in 2009 to form Incentive QAS, with Jamie transferring over to the role of Associate Director, Sales. He is the son of QAS founder Steve Wright, and has substantial experience within the company both before and after the successful acquisition.

Martin Reed, Managing Director of Incentive FM Group commented: “With a wide variety of experience in various roles across the Incentive FM Group including Head of Sales, Jamie is the ideal candidate to take our contract cleaning business into a new phase of growth. I have no doubt that Jamie will continue to make a valuable contribution to the Group, he has already made excellent progress improving and centralising our cleaning operations, his acumen and zeal for the business earns him this well deserved promotion.”

Incentive moves on window of opportunity

Incentive moves on window of opportunity

Incentive FM Group has acquired Specialist Window Cleaning Ltd in a move designed to enable the business to self-deliver additional services to its expanding portfolio of customers.

The new services taken on-board include low level, rope access, cradle and high level window cleaning using a combination of traditional and water-fed pole methods.

This acquisition demonstrates our strategy of self-delivering a full range of services to our customers to deliver high standards and improved efficiencies.

 

Martin Reed, Managing Director of Incentive FM Group

Specialist Window Cleaning was formed in 2010 by Gareth Thomas, who will join the Incentive Group along with his operations management team and a team of both mobile and site-based window cleaners. The company, which has tripled its turnover in the past three years, will continue to operate under the SWC brand delivering services for both Incentive FM and Incentive QAS in addition to providing services for its expanding standalone client base.

specialist_window_cleaning_signing

Commenting on the acquisition, Martin Reed, Managing Director at Incentive FM Group (left with Chris Thomas, Jamie Wright, Martin Athey, Jeremy Waud and Gareth Thomas), said: “We have been working closely with SWC for the past 12 months with mutual clients and have been extremely impressed by Gareth and his team. This acquisition demonstrates our strategy of self-delivering a full range of services to our customers to deliver high standards and improved efficiencies. It will add strength and competitive edge to Incentive QAS and Incentive FM, whilst providing SWC with additional back office, sales and management support.”

Thomas added: “I set up SWC five years ago as I felt that I could offer clients something special in terms of innovation, quality and customer service. Since then I have been approached a number of times to sell the business but it wasn’t until I started working closely with Incentive FM Group that I knew I had found a business that shared both my vision and values. I am very excited about the opportunities that being part of this highly respected and successful business will bring.”

City and Guilds award Incentive QAS cleaning contract

City and Guilds award Incentive QAS cleaning contract

Incentive QAS, the specialist cleaning arm of leading independent facilities management company Incentive FM Group, has secured a contract to provide cleaning and associated services to City & Guilds of London Institute, the global leader in skills development. The agreement runs for three years with extension options and covers ten offices across the UK.

This is a significant contract win for Incentive QAS which strengthens our portfolio of clients based in Central London and increases our footprint across the UK

Under the terms of the deal, Incentive QAS will provide a full range of daily office cleaning services plus a selection of associated services, including pest control, waste management, window cleaning and washroom services at City & Guilds’ two main offices in Giltspur Street, London, as well as at eight regional offices including Glasgow, Warrington and Cardiff.

Twenty-nine members of staff have transferred to Incentive QAS’ operation under TUPE. In addition, Incentive QAS is aspiring to provide new members of staff a Living Wage, in line with the company’s status as a recognised Living Wage Service Provider.

Kevin Hutcheson, Head of Facilities Management, City & Guilds, said: “Incentive QAS is a perfect fit for City & Guilds. We were impressed by how the company offered a range of ideas aimed at improving standards whilst also looking at how we can work together to achieve a Living Wage for all staff. We look forward to building a successful partnership over the coming years.”

Jamie Wright, ‎Director and General Manager, Incentive QAS, said: “This is a significant contract win for Incentive QAS which strengthens our portfolio of clients based in Central London and increases our footprint across the UK. Our ability to challenge the norm and provide innovative, forward thinking solutions to meet our clients’ needs is a fundamental reason behind the company’s continued growth.”

Incentive QAS adds to its growing City Portfolio

Incentive QAS adds to its growing City Portfolio

Incentive QAS has been awarded a key contract by leading international real estate services and investment firm CBRE. Under the terms of the deal Incentive QAS will provide a wide range of cleaning services at The St Botolph Building, one of the City of London’s landmark buildings, which stands 15 storeys high and accommodates a number of high profile tenants from the world of insurance.
The three-year contract, worth in excess of £2.5m, was awarded following a competitive tender process. It covers daily and periodic landlord cleaning services, as well as housekeeping, washroom services, laundry provision, consumables supply and pest control.   In addition, we will provide external window cleaning to the full building envelope and internal landlord window cleaning via cradle access and a specialist abseiling team.

During the TUPE process the incumbent cleaning manager chose not to transfer, so we were able to appoint Marian Twaites from the M&S contract as the site based manager.  This has allowed us to install the Incentive QAS work ethic immediately and the team are benefiting from a pro-active approach and support.  Weekly operational support visits will be undertaken by Lee Douglas, Regional Manager, who will be working closely with Marian and the building management team to drive innovation and continuous improvement.

This is the second contract in 2015 awarded to Incentive QAS by CBRE following the implementation in January of the cleaning and associated services at the prestigious CityPoint.

Group Contract Wins

Group Contract Wins

INCENTIVE QAS ADDS TO ITS GROWING CITY PORTFOLIO

WITH CBRE CONTRACT AWARD

Incentive QAS has been awarded a key contract by leading international real estate services and investment firm CBRE. Under the terms of the deal Incentive QAS will provide a wide range of cleaning services at The St Botolph Building, one of the City of London’s landmark buildings, which stands 15 storeys high and accommodates a number of high profile tenants from the world of insurance.
The three-year contract, worth in excess of £2.5m, was awarded following a competitive tender process. It covers daily and periodic landlord cleaning services, as well as housekeeping, washroom services, laundry provision, consumables supply and pest control.   In addition, we will provide external window cleaning to the full building envelope and internal landlord window cleaning via cradle access and a specialist abseiling team.

During the TUPE process the incumbent cleaning manager chose not to transfer, so we were able to appoint Marian Twaites from the M&S contract as the site based manager.  This has allowed us to install the Incentive QAS work ethic immediately and the team are benefiting from a pro-active approach and support.  Weekly operational support visits will be undertaken by Lee Douglas, Regional Manager, who will be working closely with Marian and the building management team to drive innovation and continuous improvement.This is the second contract in 2015 awarded to Incentive QAS by CBRE following the implementation in January of the cleaning and associated services at the prestigious CityPoint.

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