Case study 2 February 2020

The Police & Crime Commissioner for Cleveland – cost certainty and service innovation

The challenge

The Police & Crime Commissioner for Cleveland covers four territorial police Districts: Hartlepool, Redcar & Cleveland, Middlesbrough and Stockton. The Authority has an establishment of 1,600 Police Officers and 670 Support Staff, serving a resident population of c550,000.

Their estate includes 13 diverse buildings comprising of a mixture of facilities and uses, including the main headquarters, learning and development office and police stations.

Our relationship with the Authority started in April 2012. They were looking for a partner that could provide both cost certainty and service innovation.

Solution

The cleaning services we provide include:

  • Internal & external window cleaning
  • Consumables
  • Washroom hygiene services
  • Periodic deep cleaning
  • Emergency call out and reactive response cleaning

As part of the initial contract mobilisation, we managed the transfer of around 30 people, including Management, Supervision and basic grade cleaning operatives, of which 28 transferred under TUPE.

The remaining two people (managers) were absorbed within our regional operations and compliance teams, delivering cost savings for the force. We were able to realise further cost saving through deployment our existing management infrastructure, removing the need for on-site management teams.

Since the start of the contract, we have supported the authority in rationalising their property portfolio, which now stands at 13 locations, down from 31. As the estate has changed, we have evolved our service model, delivering service enhancement and cost efficiencies each time.

With the implementation of quarterly KPI reporting and monthly KPI management reviews, we have put performance transparency at the core of service delivery. As part of our commitment to providing cost certainty, our jointly agreed business critical KPIs contain financial penalties for under performance.

Outcome

Our client-focussed team delivers exceptional service: throughout the lifetime of the contract we have never failed a business critical KPI.

We have a strong and collaborative partnership with the Authority and were delighted when, having undertaken a competitive re-tendering procurement process, they reappointed Mitie as their cleaning services provider.

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