Golden Service Awards 2013
In partnershipwith:
Gold Sponsor:
Ambassador Sponsors
the London LivingWage, a rate which is calculated and announced each year by the government and is theminimumhourly pay rate required tomeet basic needs such as housing, clothing and nutrition. It is not the same as the NationalMinimumWage which is a legal requirement but is too low in some areas, particularly London, tomeet basic costs of living. The London Living Wage is currently set at 40%higher than the NationalMinimumWage.We believe that paying the LivingWage allows us to be more selective at the recruitment stage, al- lowing us to set higher standards in terms of staff reliability, efficiency and general conduct. That's good news for us and good news for our clients.” Aird continued: “We have recently revised
and reissued our employee handbook to all our staff, updatingmany of our staff poli- cies and clarifying what we expect fromour staff and what they can expect fromEn- hance as their employer. All of our staff re- ceive induction training and are expected to abide by Enhance’s code of conduct, which is sent to every new employee with confir- mation of their employment, and is also displayed on site in our cleaning stores.We also recognise the value of formal training qualifications. For example, we have a number of our supervisors enrolled and undertaking the government’s Apprentice- ship Course in TeamLeading. This is a sig- nificant step above NVQs.We also have staff who have either qualified or are cur- rently undergoing NVQ 2 Customer Care and NVQ 2 Cleaning.
“Our supervisors and full-time staff are
also enrolled on the Human Focus health and safety training scheme, where they are required to complete online training. The scheme’s training videos cover health and safety at work,manual handing, food safety, electrical safety, risk assessment, first aid and slips, trips and falls. The sys- temthen tests their knowledge and issues certificates on completion of eachmodule. “We conduct annual staff appraisals on
all our staff, both full-time and part-time. This encourages our staff to focus on their successes over the previous 12months, and helps themto set personal goals for improvement at work over the coming year. As a result our clients receive amore sta- ble, educated and effective cleaning team.” Enhance is an accredited ISO 9001 con-
tractor. “We aimto work enthusiastically and as a teamand always aimbeyond client expectations,” said Sandy Aird. “In addition to regular ad hoc contact with clients, and our ownmonthly service level checks, we issue a formal quarterly client questionnaire to gather feedback. This asks our clients to rate us against some key performance indicators such as consis- tency, timekeeping, communication and health and safety, allowing us tomake con- stant improvements to our service.” Enhance is an accredited OHSAS 18001
(occupational health and safetymanage- ment) contractor. It is also Safe Contractor accredited. “We employ JRB Consulting to independently review our health and safety processes annually and to advise on future
Sandy Aird: “Our supervisors and full-time staff are also enrolled on the Human Focus health and safety training scheme, where they are required to complete online training. The scheme’s training videos cover health and safety atwork, manual handing, food safety, electrical safety, risk assessment, first aid and slips, trips and falls. The systemthen tests their knowledge and issues certificates on completion of each module.”
legislative changes which we should be aware of,” said Aird. “Two of our opera- tionalmanagers hold the IOSH Certificate inManaging Safely.” Cleaning remains a labour-intensive op-
eration but continues to evolve with new ideas and technological innovations emerg- ing, some of which stand the test of time, whilst others fall by the wayside, possibly after on-site trials. Enhance actively seeks and is open to new ideas. “As we grow and continue to expand, our
supervisory and operationalmanagement structure ensures that all of our staff feel part of the same teamand feel supported bymanagement to achieve the best results for our clients,” concluded Aird. “We don’t promise what we cannot deliver, but what we do deliver is the very best service avail- able.”
www.cleaninghub.net l APRIL 2014 l C&M l 17
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