The Clarendon Centre

The Clarendon Centre

Overview

In February 2015 Incentive QAS were appointed to provide all cleaning services at The Clarendon Centre in Oxford City centre. Under the terms of the deal, the company provides a full range services across 7 days per week, including:

  • Daily cleaning of all public facing areas
  • Back of House and service area cleaning
  • High level periodic deep cleans
  • Provision of all consumables and washroom services
  • Hard floor deep cleans and maintenance

Scenario

Incentive QAS inherited a contract suffering from a distinct lack of managerial support, any real investment in people and out of date equipment. There were frequent issues with machines breaking down or delivering poor standards and despite site based support from the Centre Manager, the team felt isolated and left to their own devices.

Health and safety was a concern for the centre as the main flooring wasn’t being cleaned correctly, resulting in a number of slips and trips. The client felt that costs were consistently rising at the same time as standards were slipping, resulting in uncertainty and mistrust.

Solution

The Incentive Group has many years of valuable experience gained from self-delivering a range of integrated facilities contracts to retail sites across the UK. Incentive FM currently have contracts at Covent Garden, St Stephens Shopping Centre, Crystal Peaks Shopping Centre and the world famous Bluewater Shopping Centre in Kent.

As well as their own industry cleaning experience, Incentive QAS were able to utilise this collective knowledge to provide creative and innovative solutions for the client. Brand new ‘best in class’ equipment was delivered to site with all staff fully trained, prior to start date.

The main flooring area is now being treated correctly, reducing incidents and improving the centre’s claims defensibility record. Our proactive management approach, with regular site visits from the Operations Manager and a structured training and development plan for all staff, has resulted in increased productivity and improved standards. Customer surveys have recorded excellent feedback from tenants, shoppers and other centre users alike, suggesting a safe and pleasant shopping experience.

Taking ownership of a number of services onsite and proactively involving all stakeholders, has endeared the cleaning team with the tenants and client and has developed strong rapport and trust.

“Our previous cleaning supplier wasn’t offering us the level of management support that is provided by Incentive QAS, and now the centre and the cleaning team will benefit from regular management support visits and meaningful management information.  We were also impressed with Incentive QAS’ open book approach to the contract, which was a major influence in our decision to award them the contract.”

Ginny Fellows, Centre Manager

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