Care FM / Guildford Business Park – Case Study

 

Guildford Business Park is a contemporary campus for innovators, inventors, and pioneers. It’s a business community dedicated to developing ideas and shaping industries, designed to offer fun and rewarding lifestyle opportunities for all tenants. Events are hosted throughout the year, all taking place on site.

Care FM were appointed as the managing agents for the park. They contacted us to provide managed cleaning services; we initially began working with them on a number of smaller sites and they have always been impressed with our approach and quality.
 
There were previously 3 separate companies providing the services across the park:
 

• A cleaning company was providing common parts cleaning to the office buildings
• A landscaping company was keeping outside areas and car parks tidy
• A different cleaning company was cleaning all external glass and cladding

 

Site Details

 

• Over 350,000 sq ft
• 5 separate office buildings
• Café
• 2 multi-storey car parks
• Landscaped gardens
• A security building

 

Key Issues

 

• 3 separate service providers
• Inadequate standards of cleanliness
• No accurate, detailed cleaning schedules
• Incorrect hours delivered
• Health and safety concerns
• No collaboration with the concierge/security team looking after the park
• Substandard communication between Care FM and the 3 service providers
• Complaints from tenants about disruption and bad service

 

 

The Think FM Solution

Teams across Guildford Business Park, Care Facilities Management, and Think FM Solutions are reaping the rewards of a strong partnership, where customer needs are evaluated, understood, and met:
 

Care Facilities Management:

 

• Great communication with their cleaning partner
• Trustworthy, collaborative relationship
• Proactive cleaning operatives
• Regular cover, never without cleaners when they need them
• Supervisor on site daily, area manager on site weekly
• Monthly meetings with the Think FM Operations Director

 

Guildford Business Park:

 

• Spotless and hygienic environments for their tenants
• Friendly and approachable cleaners
• A consistent, experienced, and stable cleaning team on site
• No disruption to tenants or building users
• Health and safety concerns resolved

 

Cleaning Operatives:

 

• Treated fairly and paid at least the London Living Wage
• Closely managed and supported

 

Implementation

 

• Scoped out a rigorous cleaning schedule, optimizing hours and ensuring high standards
• Implemented Timegate, a geofenced time and attendance system for reporting
• Collaborated with Care FM to engage with tenants
• Built strong relationships with concierge staff and Care FM team
• Changed disruptive high-access window cleaning to a safer, cost-effective reach and wash system
• Increased outdoor litter picking from weekly to daily
• Supported Guildford Business Park’s efforts towards environmental accreditations like BREEAM and Net Carbon Zero

 

We surveyed the site and were able to provide a coordinated approach, where we deliver cleaning of the common parts in all the buildings, cleaning of all the internal & external windows and cladding, as well as litter picking and keeping all the outside areas tidy.

This enabled consolidation of the 3 contractors, into one contract with Think FM Solutions.
 

Results

 

• 100% of contracted hours delivered every month
• 100% reduction in tenant complaints
• Full site audit carried out monthly
• 30% cost reduction on window cleaning services

 

“I have used Think FM Solutions for the last 10 years to clean all communal areas of our offices at multiple sites and can’t fault them. The team’s attention to detail and communication levels are second to none. I would highly recommend Think FM Solutions to anyone seeking commercial cleaning services.” – Parys Hammond, CEO, Care FM

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