Following an incident that occurred at Ealing Broadway Shopping Centre on Sunday evening, where somebody decided to spread what appeared to be cooking oil all around the walkways, I would like to pass on my thanks to the whole team involved.
Both Cleaning and Security worked very well together in ensuring our customers safety was maintained at all times. Led by Andrew Louison they managed to ensure we had no slip or trip incidents through Sunday evening and then everyone worked together Monday morning to ensure the affected areas we cleared and made ready in time for the store openings.
This has really demonstrated the guys on the ground are working extremely well together under difficult circumstances, a real ONE TEAM EFFORT !
Once again many thanks to all.
I would confirm that training has been undertaken by the whole site team at Palace Gardens, Cleaning, Security, Maintenance and Centre Management over two days to allow for the centre to still operate without interruption by splitting the teams.
I would like to thank Dirk Mills the Dougland’s facilitator who delivered the programme in an open and relaxed atmosphere that held the teams attention throughout the course, which returned good interaction and feedback from the teams with most of the teams able to define and understand the importance of excellent customer service and its benefits to the business.
My only constructive observation which is not a criticism of Dirk’s delivery is that quieter members of the team should be more focussed on to establish that they really understand the importance of the programme and the effects to the business by their actions.
I would also like to thank Peter Simpson who attended on both days who also contributed to the debates and shared his experiences of good and bad examples of customer service from other centres (Unnamed).
We already practise the one team ethos here at Palace Gardens and have our customer charter established, but this has just helped to reinforce what we have in place and highlighted it to the newer team members who will hopefully continue to maintain the high standards.
Congratulations Geoff. A Mrs. Digby came in to compliment the cleaning staff on an excellent job of keeping the Centre spick and span. She was very impressed with it and said that friends of hers who visited from other counties said that Swan Walk was one of the cleanest shopping centres they had been to.
Well done to you and all your staff.
I held a tenants meeting today and a number of tenants expressed that the cleaning manager and her team are a fine example to both the centre and Douglands for the way they conduct themselves and ensure the centre remains clean and free from any rubbish.
I would like you to pass this message of thanks onto the team as I believe this is a great morale booster.
I have called in Maria and Wendy to thank them.
Great work well done
I would like express how impressed I am by your mobile window cleaning crew who are currently onsite (Lee Morgan and Kevin Teague).
The Blade is not the easiest building to window clean, due to the access problem we have had, however they have continued to work to the best of their abilities, have shown great enthusiasm and pride in their work which is a pleasure to see.
They are an asset to Dougland.
I had a tenants meeting last week at Abbots House and I would like to pass on the Tenants comments about the cleaning.
They think Malcolm is wonderful and have dubbed him “The Little whirlwind”!!!. I would also like to pass on my thanks for all the help he has given me with ad-hoc tasks and his 'never say no' attitude.
The Centre was very clean, no litter and looked ‘polished’. I looked everywhere for signs of litter and could not even find a scrap of paper. The escalators, stairways, doors and floors were spotless.
I was impressed at the cleanliness of the parking area. I looked around the level and could not find any litter. I eventually found a scrap of paper, which must have recently been dropped by a customer!
Dougland performed to an outstanding standard at the start of the year. The onsite team proved instrumental in maintaining the site’s health & safety risk control integrity with not only a reactive effort to stop flooding of a busy road onsite, but also a pro-active snow clearance and risk averse attitude on the ‘frontline’ of the adverse weather, keeping the Marina clear, safe and open to Operators and Visitors. The specialist team and Regional Manager also demonstrated a fantastic response to requests during the completion of the periodic visit, not only as a matter of course but going the extra mile, with e.g.: the Regional Manager attending in person on an off-day to ensure completion of all requested tasks ahead of an important visit, a demonstration of the Contractor ‘adding the Magic’.
The words: “Keep up the good work” more seldom apply. Well done to the entire team.
I wish all my contractors were like Dougland. They have honoured and surpassed all their tender presentation promises. High levels of service and an understanding of our business makes them not just our cleaning contractor but an integral part of our team. Two years into contract they are still as committed as day one.
My experience of Dougland has been excellent to date. Their flexibility, enthusiasm and proactivity helped make the launch of Parkway a great success and we continue to work closely together to maintain the highest standards.
I am absolutely blown away by their commitment. Fantastic planning, excellent mobilisation, superior knowledge. I have run out of adjectives!
Suffice to say, we are very happy so far, let’s hope they can keep it up long term. Initial signs are very favourable.
I would like to take this opportunity to thank Dougland for your excellent work and contracted services following our last monthly KPI review. The cleaning services achieved its highest score to date after being awarded the contract on 1st August 2011. The centre is now 12 months ahead of schedule from the clients point of view and Dougland have played their part in helping the centre to achieve this.
Stuart has now completed all cleaning work and I would like to take this opportunity to say the work Stuart and his crew have completed is excellent and their customer service and flexibility has also been excellent throughout the process. I would not have any problem in recommending them for any other JLL sites.
During what has been a very busy period the dedication and support and flexibility shown by the Cleaning Manager, Maria, her staff and Andre has been outstanding. They reacted swiftly and professionally to the ever changing situation and even when they were told by me to go home due to the Centre closing early, without my intervention the following morning they came to work 90 minutes early to ensure St Anns was clean and prepared for the working day.
I find staff of this calibre hard to find and when people without stand up and support their working environment it shows the pride and respect they have in the Centre and their place of work.
Highly commendable and truly professional. Andre had to react to removing items from the Centre in preparation of intrusion as well as ensuring certain areas were made secure by applying extra locks and bolts. Prior to leaving site they would inform me of the situation and ask if I required any further support.
Please pass on my thanks as this is truly deserved.
Today was a total success and I gained the impression that the attendees were genuinely impressed by the Swan Walk and Horsham as a whole.
I appreciate that locally this represented a huge team effort which was totally worthwhile with the centre, staff, facilities and the unit/restaurant looking fabulous. The special effort put into the floor finish was a great touch.
Can I therefore pass on my sincere thanks to all of the team that contributed to making this event a significant success.
I am confident that through those efforts, the retailers and agents will look afresh at Swan Walk with the potential for further key lettings that will support and sustain the ongoing success and improvement of the Centre.
Thank you again.
Paul, again many thanks for your excellent service over the last month. It’s indeed much appreciated when someone meets and exceeds expectations. Well done.
From the inception of Dougland Support Services taking on the challenge of the cleaning Contract at the Centre, I have had pleasure in witnessing an outstanding improvement in the standard of cleaning, recycling levels, landfill reduction, Health & Safety awareness and other areas too various to mention. This has now culminated in the site recently being accredited with the ISO 14001 in sustainability. All the changes and improvements have come about due the effort of all your staff in supporting me during the implementation of many operational and procedural changes at the Centre over the last 3 years and they should be commended for their attitude and approach with regards to all their efforts. In particular your Site Manager, Lesley Wager, which the audit summary stated that:
The Cleaning Manager confirmed that her awareness of the environmental requirements was good and demonstrated a clear understanding of the current improvement objectives and control procedures.
Following a very successful year of service I write to thank you and the team.
The team started the year with snow and ice and finished the year with similar arctic conditions (just as the whole country did).
Retailers were appreciative of the effort to ensure deliveries.
Customers frequently comment on the standard of cleanliness of the toilets. Customers, Councillors and I are regularly impressed with the limited amount of gum on the streets and absence of overflowing litter bins.
The car park is as free of carbon dust as possible – by a cleaner who is often heard singing early in the morning!
We are preparing for our annual audit and I have undertaken random checks of the files. Sue has kept good records, in particular the training records, which is an item our H&S Auditor looks at closely. Some members of the team have offered good ideas and David is known to undertake localised repair works. To the best of my knowledge, attendance and reliability has been excellent.
Our Client has commented on the high standard of cleanliness, thereby complimenting the team. Not many Clients do that!
Dougland Cleaning operatives are to be commended on their efforts in keeping the Centre open in the most difficult of conditions “not only with snow and ice” but tenant and visitor pressure.
I must also mention that Martin and his team have been outstanding this week. Without their help the centre would not have been able to operate safely. I have had to be very demanding during this time and they have not only done what was asked but have done more. They showed a great loyalty to the centre and have been a credit to Dougland. The janitors especially deserve a pat on the back as they have worked tirelessly all week in temperatures down to minus 13 and man handled literally tons of snow, ice and grit.
Dougland have been providing cleaning services to St Ann’s since August 2008 and in that time I have found them to be an incredibly well-managed and effective contract company. Any issues have always been very promptly resolved and they are extremely supportive of their on-site cleaning staff. Since the start of the contract Dougland have taken a very proactive approach: They are always keen to introduce new innovations and more efficient working practices, and this has included the implementation of an output driven contract which has created a far greater transparency of service along with significant cost savings. I would recommend Dougland to anyone.
I would like to thank you all for your help and assistance during today's Health and Safety RA Audit.
The auditors were extremely complimentary by the hospitality, professionalism and enthusiasm that each and everyone of you showed today.
You can give yourself a big pat on the back; all of the hard work that you have put into raising the standard of Health and Safety at Charter Place has been recognised.
Well done and thank you.