Accent Housing

Accent Group awarded Ideal the contract by  to provide Communal Area Cleaning in 2012, following an OJEU Tender process. As well as Caretaking Services and Window Cleaning across General Needs and Sheltered Social Housing accommodation. The contract originally encompassed over 40 separate housing schemes across the Nottingham and Peterborough areas. Cleaning operations commenced in April 2012.

Although the client’s timetable allowed a mobilisation period of less than three weeks from contract signing to commencement of services; Comprehensive mobilisation plans enabled us to ensure that the TUPE transfer of existing staff took place in a smooth and efficient manner. Accent considered this critical as it involved employed staff as well as those transferring from other contractors.

On contract

At the started, we introduced all residents to our company; explaining who we were and to draw their attention to the information we were posting on scheme notice boards.  It also had the frequencies at which the cleaning would occur and provided them with the contact details for the central Help Desk.

Nottingham Head Office programmed and scheduled work and controlled and operated from our Nottingham and Peterborough Regional Offices. Fully equipped mobile teams delivered the services on the general needs schemes and by static cleaning operatives on the Sheltered Schemes and Accent’s offices. Sub-contractors carry out our window cleans, with the service controlled and managed centrally by Ideal.

The inclusion and involvement of the schemes’ residents was a priority for Accent Nene and to this end Ideal’s local management teams attend residents meetings as requested alongside Accent Nene management to deal directly with any cleaning issues or concerns and to acquire direct feedback from the residents on the quality of the service.

Other innovations

Ideal have contributed to the Accent Nene contract including: 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. Older and more vulnerable residents were the audience that we noticed taking it particularly well.

High customer satisfaction levels have been maintained. This resulted in Accent Nene awarding Ideal a further 20 sites across the Cambridgeshire region; bringing the overall number of sites services up to over 60.

In 2015 Ideal were part of an industry engagement project with Accent to benchmark Cleaning Services across their entire UK. In 2017 Accent Group then put out to tender the cleaning services for the whole UK portfolio in 5 lots.

Ideal Cleaning Services not only retained the Eastern Lot but were also awarded the Yorkshire & Humber and North East lots. This new contract commenced on the 1st of August 2017.

Adam Ramsdale

Author Adam Ramsdale

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