Office and General were awarded the cleaning contract for a high profile Docklands development in 2005. Standards were not at the level demanded by the client and the Service Level agreement, agreed with the client at contract award, called for a dramatic rise in standards and the introduction of a system to measure improvements in quality.

The framework for this was the introduction of the European Standard for Quality measurement BS EN 13549, which would be used on a regular basis by the on-site management team and audited by an accredited independent assessor.

Within the first two months of the contract the entire building was deep cleaned on a rolling basis to restore the cleaning standard. All staff were trained to BICS Level 1, Day staff received customer care training and a new cleaning regime was introduced using Johnson Diversey ph neutral solutions and micro fibre cloths to provide a green and effective cleaning routine.

Regular weekly audits were performed. Over the course of the first 3 months, standards improved with scores reaching 95% and a measurable difference in occupier satisfaction. This situation further improved by the end of the fourth month to 97%, with all levels of the SLA achieved. Independent audits confirmed the management scores.