Incentive QAS was awarded a 3-year cleaning and associated services contract at RICS Headquarters, a 5-storey historical building at 12 Great George Street in Parliament Square plus their satellite office in Colmore Row, Birmingham.
The agreement includes out of hours cleaning, a daytime housekeeping service, washroom services, consumables supply, pest control and a highly intensive periodic services programme to maintain the buildings finishes.
During our initial walk-round, we found numerous areas of the offices very neglected and discovered new areas i.e. external and back of house corridors that hadn’t been cleaned with regularity, we also found damaged floors/sinks due to incorrect use of chemicals. The out-of-hours team were unhappy due to the unfair division of their workload and one of the main concerns from the client was that the daytime housekeeper was rarely found in the building during their walk-rounds.
Therefore, we proposed and agreed with the client to create/update a system where all areas are included in the specification and added to the cleaning schedule according to the frequency needed, so no areas will be left unattended, internal or external. We conducted a 100-day review meeting to analyse this and other points raised with the presence of all stakeholders including Incentive QAS senior management.
We started tackling the issues by introducing a very experienced Site Supervisor who covered the housekeeper position as well as overseeing the out-of-hours team. All allocated hours including the out-of-hours team were re-structured, extensive training was given to all staff and a new and fair division of workload was introduced as well as changing the daytime housekeeper responsibilities to match the new specification, which now includes all client’s concerns and issues we found initially.
The day housekeepers also utilise the NFC monitoring software by ‘tagging’ in each time they visit a washroom so we can report back when the last time it was visited should this be queried by any visitor or the building management team. This software is also used for auditing purposes by the account management team, we conduct monthly audits with the client and the scores are presented as part of our management information report on a monthly basis as well as using it as our own monitoring tool.
We tailor-made a PPM schedule that has the flexibility to be changed according to site needs, this helped significantly to maintain high cleaning standards throughout the month.
Additionally, we introduced a flat mopping system to increase productivity and avoid slip hazards in high traffic areas during the day, battery backpack vacuum cleaners for staircase cleans and a chemical-free machine; a highly effective technology that breaks down dirt, grease and other contaminants, safely replacing traditional chemical cleaners and pathogen-reducing sanitiser which also provides no harm to the body if ingested or consumed and meets sustainability initiatives.