The Heron Tower was opened in 2011 by Heron International and boasts the record of being the largest tower in the City of London. We were awarded a three year cleaning and associated services contract in January 2012 by the managing agents Cushman & Wakefield.
This iconic London building has 60,000 sqft of landlord space for which we are responsible for providing the following services:
- Daily cleaning and housekeeping of all communal areas
- Internal and external window cleaning
- Prestige marble maintenance programme
- Escalator deep cleaning
- All consumables and washroom services
- Laundered towel service
- Pest control
Upon commencement of our original agreement in 2012, the building had been open for almost a year and the UK economy was not being kind in terms of businesses requiring new, prestige premises.
The building was approximately 20% let but the cleaning team we inherited had been installed in preparation for a fully populated building. Changes had to take place and close working with the building management team saw a number of changes to scope and service over the initial two years.
In 2014 the tides had changed and the building was becoming more populated. This presented us with the opportunity to increase service delivery and implement a programme of continuous improvement.
The key to increasing the service on site was to spend time and money investing in the individuals whose responsibility it was to actually deliver it – our people.
We installed a new Housekeeping Manger with experience and skills in the cleaning industry to ensure we were driving the team to reach the next level and the expectations of the customers that were increasing in number through the building.
Our focus shifted following a complete service review with the building management team to the front of house areas. All staff working patterns were amended and re-written to ensure we provided the coverage in the areas that needed the most and the right time of day.
We implemented new and innovative auditing and reporting techniques that were not required previously, but were now essential in order to record standards and frequencies for the building management team to report on.
Whilst making changes on site we took the opportunity to re-train all members of staff in basic skills and to invest in key members of the team by enrolling them on IOSH qualification courses and a bespoke leadership and development programme.
The ultimate result of this continuous improvement result was the re-award of a new three year contract in April 2015 following a competitive re-tender process.
Although a new agreement has been awarded our continuous improvement approach is being maintained, with new innovations and ideas being discussed at monthly meetings and our on site team working very closely in partnership with the building management team to aspire to a ‘six star service’ and maintain 110 Bishopsgate as one of the most desirable properties in the UK.