Mobilisation Series Part 2: Spencers Academy Trust
In this second instalment of our mobilisation case study series, we share our experience working with Spencers Academies Trust (SAT). This partnership, which officially began in September 2023, involves the delivery of cleaning services to 26 schools across both primary and secondary education levels. This contract presented a unique set of challenges, particularly due to the tight mobilisation timeline and the difficulties involved in transitioning from the previous service provider. In this case study, we’ll take a closer look at the mobilisation journey, highlighting key milestones, challenges faced, and the strategies we employed to ensure a smooth transition and the continued success of the contract.
A Challenging Start Date
The process of getting everything ready began after we were awarded the contract in May 2023, with a challenging deadline to start by September 2023. Similar to our contract with Hackney Schools Framework (explained in our first case study), the timing was particularly difficult because schools were set to close for the summer holiday on 21st July 2023.
This meant we had to complete key tasks such as employee meetings and gathering important documents before the summer break started. However, the needed information was delayed and we didn’t receive it until after schools had closed, meaning we had to proceed without full data. Normally, we would verify this information with both employees and the previous service provider, but because of the summer break, we had to continue without this verification.
Managing 26 Locations with Limited Resources
While two Area Managers were scheduled to join CleanTEC in the September, their transition was delayed. As a result, CleanTEC had to manage all 26 sites with our existing team.
Our success in meeting the deadline was thanks to careful planning. We created a detailed master plan outlining every critical task, such as meeting dates, deliveries, cleaning schedules, and training dates. With the hard work of 5 Area Managers, 2 Regional Managers, the company Quest Manager, and the Divisional Manager, we managed to gather all the necessary documents and get all the sites ready in time for the start date.
Filling Vacancies and Boosting Staff Morale
At the start, there were 339 hours of job vacancies, but through careful planning and coordination with the team, we filled these during the summer. We also conducted extra cleaning sessions before the official start date using our mobile teams to ensure high standards were set from the beginning.
Once the contract started, some team members were initially demotivated and felt undervalued due to a lack of support from the previous managers. However, CleanTEC worked closely with the teams to rebuild morale and create a sense of pride in their work. By the end of the first month of mobilising, we had reduced the vacancies by 50% and ensured additional support where needed through mobile teams.
Challenges with Transferred Managers and Team Changes
The two Area Managers who transferred to CleanTEC did not fit well with the team, despite training and support. By December 2023, both positions were vacant. Recognising this, CleanTEC and the Trust agreed it was best to appoint two new managers, Jane and Peter, who have since succeeded in their roles. This change was essential to maintaining the service quality the Trust expected.
Improved Service and Ongoing Communication
Despite the initial challenges, CleanTEC has made significant progress in performance. Our initial audits (inspections of the service) showed an average score of 59% across the Trust. However, by October, through continued training and support, we raised the scores to 72%, and by November, this improved to 85%. As of now, we are consistently achieving an excellent 93% on our audits.
Communication has played a key role in this success. We have held regular meetings with Spencers Academies Trust every two weeks and monthly meetings to review key performance indicators (KPIs) and service performance. The Trust has expressed their satisfaction with the service we’ve provided, particularly given the challenges of starting the project. They have praised the CleanTEC team for their dedication and effort in successfully setting up all sites within such a tight timeframe.
Looking Ahead
As we continue our partnership with Spencers Academies Trust, CleanTEC is committed to maintaining the high standards we’ve established and driving continuous improvement across all sites. We look forward to the ongoing success of this contract and the long-term benefits of our employee-focused approach.
