How we work
No mystery, no lock-in. The first ninety days set the pattern for the whole contract, so we run them to a plan you can hold us to.
Mobilisation, step by step
Most contracts go wrong in the first ninety days, not the third year. This is the plan we run, and what you have in your hands at the end of each stage.
- Before you commit
We walk every site
A contracts manager surveys every building with you — plant, fabric, access, current standards and whatever is already broken. You get a written condition report whether or not you sign, because a survey you have to pay for is a survey designed to end in a sale.
- Written condition report per building
- Asset list with age and condition where visible
- A clear note of anything we think is a safety or compliance risk
- Days 1–14
Mobilisation plan and named team
Before anyone starts work we agree who does what. You get named people — contracts manager, site supervisor, helpdesk escalation — with direct numbers, not a generic inbox and a promise.
- Mobilisation plan with dates and owners
- Named contacts with direct lines
- TUPE consultation started where staff transfer applies
- Days 1–30
Asset register and specification
We record what is actually on site rather than inheriting a register that stopped being true three years ago, and we write the cleaning and maintenance specifications down room by room and asset by asset.
- Verified asset register with locations and QR tags
- Written cleaning specification by area and frequency
- PPM schedule for the next 12 months
- Days 15–45
Systems, access and go-live
Portal set up with your sites, users and assets. Helpdesk number published to whoever needs it. Keys, alarm codes and access cards transferred under an audited handover. Then we start.
- Client portal live with your users
- Published helpdesk number and escalation path
- Audited key and access handover record
- Days 30–90
Catch-up works and first audits
Most estates arrive with a backlog. We work through the compliance gaps found at survey, run the first cleaning audits, and tell you plainly where standards are not yet where they should be.
- Compliance gap closure plan with dates
- First monthly cleaning audit scores
- First monthly management report
- Day 90 onward
Review rhythm
A monthly report with real numbers and a quarterly review with the contracts manager. Annual budget setting built from the schedule rather than last year's figure plus a percentage.
- Monthly report by the 10th working day
- Quarterly review meeting with actions
- Annual budget and lifecycle forecast
Response targets
Every job is graded when it is raised, not when someone gets round to it. Grading is what makes a four-hour promise meaningful.
| Priority | What it covers | Attendance | Update to you |
|---|---|---|---|
| P1 — Urgent | Safety, security or total loss of a critical service | 4 hours | On attendance, then every 4 hours |
| P2 — High | Significant disruption with a workaround available | Next working day | Daily until closed |
| P3 — Routine | Repairs that do not stop the building working | 5 working days, by appointment | On booking and on completion |
| P4 — Planned | PPM, periodic works and scheduled projects | To the published schedule | Monthly report |
Who you call, and when
Escalating should mean reaching someone who can decide, not restating the problem to a queue. Every level below is a named person with a direct number, given to you at mobilisation.
- Level 1HelpdeskAny job, any hour. Staffed 24 hours a day, 365 days a year.
- Level 2Site supervisorStandards on the ground, staffing and day-to-day delivery.
- Level 3Contracts managerAnything unresolved after 24 hours, or any contractual question.
- Level 4Contracts directorAnything unresolved after 5 working days, or any formal complaint.
What you get every month
A report by the tenth working day, and a quarterly review with your contracts manager. Real numbers, including the ones that make us look bad.
- Every job raised, who raised it, and when it closed
- SLA performance by priority, with the misses shown as well as the hits
- Compliance status per asset, with anything overdue flagged
- Cleaning audit scores by site and the rectification actions taken
- Spend against budget, with variance explained as it arises
- Anything we think you should know before it becomes a problem
Questions about getting started
How long does mobilisation take?
Ninety days to a fully steady state, but you are live and covered well before that — usually within four to six weeks of signing for a single site, and six to eight for a multi-site estate. The bulk of the first ninety days is asset verification and clearing the compliance backlog we find at survey.
What happens to the existing staff?
Where TUPE applies, the incumbent team transfers to us and we run the consultation. In most cases keeping them is the right answer — they know the building. We will tell you honestly if we think a role or a shift pattern needs to change, and why.
Is the site survey really free?
Yes, and you keep the written report whether or not you appoint us. A survey you have to pay for is a survey designed to end in a sale, and it makes it harder for you to walk away.
What are we tied into?
Contract terms are agreed with you, not imposed. We would rather earn the renewal than rely on a notice period, and we will say so in the commercial conversation.
Tell us about your buildings.
A contracts manager will come out, walk the sites and give you a written report. No charge, no commitment.