How we helped the London Borough of Ealing

LONDON BOROUGH OF EALING – SHELTERED HOMES

May 2002 – April 2009

Communal area cleaning, litter picking , gritting, salting – mobile team concept

We commenced our Mobile Team concept at LB Ealing to meet the challenge of a service which had previously proved unsatisfactory for the client in that there was no provision to cover the non-attendance of static staff at sheltered schemes and the residents were unhappy with the service standards which resulted.

Focussed Team Service Concept

We proposed to divide the contract into areas and to effectively operate each area with fully trained mobile teams. The staff were trained in all aspects of cleaning required to service the area. We visited each building as specified with the teams and worked to task schedules that totally serviced each building’s requirements.

Each team had a supervisor who checked all areas and completed our quality audit forms.

The teams were further supported by a dedicated contract manager dealing with the day to day operation and client liaison. The contract manager reported to an Area Manager or directly to the Operations Director.

There was a call out arrangement for emergency requirements such as spillages, ice/snow clearance etc.

We proved that small focussed teams work far more efficiently and effectively than large teams or individuals on contracts with distributed buildings. Each member of the team has a duty, and the standards reached and maintained are a team effort. A quality and site specific manual which includes schedules, and periodic tasks is lodged with each team.

“The service being provided is good and I have had no complaints. Score out of 5 is 4”.

Sanjeev Sharma - London Borough of Ealing - Sheltered Homes