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Hestia is a London charity, working together with adults and children in crisis to change their lives at the times when they most need support.

Hestia is the largest provider of domestic abuse refuges in London and has the largest team of specialists working to combat Human Trafficking across the Capital and the South East. Across our broad range of services, we also help people find a permanent home, manage their finances, take care of their health, and access work, training or education, as well as providing emotional and practical support to help people succeed in their daily lives.

Lakethorne Group Services have been working with Hestia since July 2008 providing daily cleaning service to their Head Offices.We have worked closely with the facilities team to ensure that our services model is in line with their expectations and were instrumental in providing Ad-hoc support during their relocation to their new Head Office in Central London.

Service Issues:

The main concern raised by the on-site FM Team, was a lack of consistency in the cleaning service, poor attention to detail and no management presence on site from the incumbent cleaning company, as far as monitoring the services and directing the site staff accordingly. Hestia wanted to offer a welcoming environment to their clients and the importance of cleanliness in particular in washroom and public areas were essential to them.

Lakethorne Solution:

To ensure that standards are consistently monitored, we agreed with the Hestia Facilities Management team the KPIs that would be used to measure our ability to deliver the service level agreements (SLAs). In order to comply with the set KPI’s we introduced regular formal review meetings, were Quality Audits, Site Attendance, H & Safety, Consumable Usage and Upcoming Events were reviewed, discussed and where necessary action plans where agreed and put into place.

Lakethorne introduced new equipment and cleaning products to the operation which focused heavily on infection prevention by using cleaning sanitiser/disinfection solutions, to assist in maintaining a healthy working environment for our client and associated stakeholders.

One of the first priorities undertaken was to re-train the staff in the correct product use, equipment introduced and set out daily, weekly task lists, to ensure the attention to detail was not missed.

Another important aspect of improving the service delivery was the introduction of regular announced and unannounced site visits by Area Management during the cleaning shift, to carry out checks on the service levels being delivered, H & S at work, and that correct working practises were being adhered to, as well as providing cleaning operatives with guidance where required.

Our dedicated Customer Services staff also gave Hestia FM management an alternative communication route, for periods where the Area Management was unavailable or for queries that were outside of the operational service delivery, therefore providing a quick response time to queries.

Contract Highlights:

Monthly audits carried out by the dedicated Area Manager

Ongoing training to cleaning operatives in particular sanitisation of washroom areas

Strong client relationships established

Effective response to ad-hoc requests


“We have been with Lakethorne for a number of years now, and the perfect words to describe them are: positively consistent. Consistent in attitude, work carried out, pricing, and transparency. Our Area Manager/Account Manager has changed once since the contract started – which says a lot about the company, and would be fair to say their staff feels the same. Highly recommend Lakethorne as a cleaning contractor”.

Julian Clifton, Hestia Senior Facilities Officer




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