Following an OJEU Tender process, Ideal was awarded the contract by Accent Group. Where we provided Communal Area Cleaning, Caretaking Services and Window Cleaning. Doing so across the General Needs and Sheltered Social Housing accommodation in their Eastern, North East and Yorkshire portfolios.
Although the client’s procurement timetable allowed a mobilisation period of less than three weeks from contract signing to commencement of services, our comprehensive mobilisation plan enabled us to ensure that the TUPE transfer of existing staff took place in a smooth and efficient manner. This was critical for Accent as it involved their staff as well as those transferring from the outgoing contractors.
On start we wrote to all residents, introducing our company and drawing their attention to the scheme notice boards. This information detailed the specification of the cleaning to be performed on their scheme. As well as the frequencies which the cleaning would take place. There was also access to a Helpdesk provided.
Work is programmed and scheduled from our Nottingham Head Office and controlled and operated from our Nottingham, Peterborough and Leeds Offices. The services are delivered by fully equipped mobile teams on the general needs schemes and by static cleaning operatives on the Sheltered Schemes and Accent’s offices. Window Cleaning is delivered by carefully selected Sub-contractors; and the service controlled and managed centrally by Ideal.
The inclusion and involvement of the schemes’ residents was a priority for Accent. Meaning, Ideal’s management teams attend meetings alongside Accent management to deal with any cleaning concerns. This also allowed both parties to acquire direct feedback from the residents on the quality of the service.
Other innovations Ideal have contributed to the Accent contract include the introduction of: a dedicated Help Desk and Issues Log; pre-paid Customer Satisfaction Survey Cards; in order to collect satisfaction data and also communicating to all residents by individual letter and via scheme notice boards; the agreed cleaning specification; when and how frequently the cleaning will take place and providing I.D. photographs of the cleaning operatives for recognition purposes. This latter item has been well received particularly by older and more vulnerable residents.