CBRE

The solution

MAR set about tackling these issues by developing and implementing a thorough but clear plan of remedial actions, ensuring that our client was collaboratively involved at all appropriate stages.

The plan highlights included:

• Communication: A comprehensive review of the current situation was undertaken for discussion with the client. Clear expectations were outlined and improved Real London Living wage rates were implemented as a matter of priority. The need for improved cleanliness and efficient coordination of support services were also highlighted and an action plan was developed accordingly.

• Performance Assessment: The plan of action included a re-evaluation of performance standards, resulting in the establishment of a new set of Key Performance Indicators (KPIs) for on-going assessment.

• Collaboration: MAR FM worked closely with the client’s management team to address the issues. Regular review meetings were conducted to discuss progress, share ideas, and identify future service enhancements. It was important for both parties to have an open and honest dialogue, ensuring that everyone’s concerns were acknowledged.

• Contractual Amendments: The existing contract was reviewed and amended to incorporate stricter performance expectations, including details of required cleaning standards, frequency and support service protocols.

• Monitoring and Reporting: A stringent monitoring and reporting system to track progress and verify compliance was introduced, involving regular audits and feedback loops.

The implementation of this plan helped to bring about the resolution of several issues, including:

• Enhanced Cleaning Procedures: A thorough review of the client’s new requirements was identified, highlighting the need for improved cleaning procedures, increased frequency, quality control checks, and the introduction of specialised equipment and cleaning materials.

• Streamlined Coordination: Support services were re-organised with clear lines of responsibility and communication channels, thereby addressing previous service inconsistencies.

• Continuous Improvement: Regular staff and service performance reviews were introduced to ensure ongoing compliance and identify areas for further improvement. New service criteria for operational staff were also implemented, providing an improved quality of interface with members of the public.

In summary

Contracts such as this often present a unique challenge and require a bespoke and precisely executed solution to ensure a high-quality, consistent outcome. This is particularly true where hospitality or retail venues are part of the site, with resultant periods of high footfall and intense usage.

MAR’s diligent and proactive approach at this highly visible location, delivered rapid and meaningful improvements – service upgrades that were appreciated not only by our client, but also the day-to-day users of the site.