Swaine London – Case Study

 

Swaine London is a luxury goods shop and fashion house that has traded in London’s St James’s since 1798.

 

Think FM recently started working with Swaine Group to look after both their office and retail space, located all in one building on New Bond Street.

 

Swaine had unfortunately suffered a long running, very poor experience with the high profile luxury retail cleaning company that they had been using for a number of years.

 

Site Details

 

• Office space occupies 3 floors of the building
• Retail area occupies 2 floors of the building

 

Key Issues

 

• Poor service from previous retail cleaning company
• Inadequate standards of cleanliness
• Complicated, delicate TUPE situation in place

 

 

“The communication has been consistently prompt, clear, and professional. The quality of their cleaning is exceptional. Each visit leaves our space immaculate, demonstrating great attention to detail and care. It is evident that they take pride in their work, and the results are consistently impressive. I would highly recommend Think FM to anyone seeking reliable, high-quality cleaning services, coupled with excellent communication and swift, effective action.”

Office & Facilities Coordinator, Swaine London

 

 

The Think FM Solution

Swaine London are seeing the results of a strong partnership, where customer needs are evaluated, understood, and met:

 

Swaine London:

 

• Spotless and hygienic environments for their staff
• 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
• Great communication with their cleaning team
• 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

 

Cleaning Operatives:

 

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

 

Implementation

• Scoped out a rigorous cleaning schedule, optimising hours and ensuring high standards
• Implemented Timegate, a geofenced time and attendance system for reporting
• Built strong relationships with the Swaine London team
• Responded quickly to any urgent requests, going above and beyond to meet needs promptly

 

Results

• 100% of contracted hours delivered every month
• Full site audit carried out monthly
• We mobilised our operatives very quickly, so that Swaine were never without cleaners
• Our operations team were able to organise a large cleaning force, to go in and carry out the deep clean at just 1 day’s notice, so we could elevate the standards on site with immediate effect

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