We do all we can to ensure we only employ legal workers. All potential staff must provide us with proof of identity (passport or ID card), a visa, National Insurance number, an address and a recent bank statement (issued within the last three months). We run Home Office checks, using passport readers, and follow the latest Home Office guidance for other checks designed to identify scams. No-one is allocated to a job before all these checks have been done and we are satisfied they are legal workers. Everyone is employed on a PAYE contract.

We run enhanced DBS checks on all staff whose work involves contact with children or vulnerable adults, such as in schools and healthcare organisations. We run the same check on all our operational managers and supervisors. No-one is allocated to a job which might involve contact with children or vulnerable adults before the enhanced with barred lists DBS check has been done; the full DBS check follows. If the client is content for them to start working before the full check is done, we can accommodate that. We run re-checks every three years on all staff who continue to work on contracts involving children or vulnerable adults.

Well-trained people perform best, as everyone knows. We invest heavily in training and supporting new staff and people transferring under TUPE, and commit substantial resources to continuing development. Contract cleaning staff are trained to use chemical products correctly (following COSSH guidelines), how to deal with accidents or incidents (RIDDOR and less serious incidents) and how to work safely in what is a very physical job. Security guards are BSIA accredited. All contract cleaning and security guarding staff are trained in lone and out of hours working procedures. We expect all staff to speak basic English at least; we offer them free English lessons. Managers and supervisors are fluent in English as well as their own first language (many are multilingual) so they can communicate easily and in detail with everyone in their teams and with clients.

With very large contracts we use the ‘Time Barrel’ system that logs staff time at work, so clients can be sure that staff work the hours expected and that they are billed accurately. Every month we ask all clients to complete client satisfaction cards; we swiftly rectify shortcomings. We run spot checks. And we are meticulous about maintaining equipment and investing in new, better equipment and products to enhance performance and efficiency.

Managers and supervisors spend most of their time monitoring quality of service. They are in daily contact with clients ensuring special or last minute requests are fulfilled. They check staff have arrived for work as expected and manage gaps caused by holidays or emergencies. We learn from mishaps and close unforeseen loopholes.

All our staff wear distinctive Lakethorne uniforms with our logo clearly visible, so you and your staff know who they are. They also wear name badges to make communication easier.

Before starting a new contract we conduct a health check on the client’s premises to ensure it is a safe place for our staff to work. Occasionally this audit reveals shortcomings that apply to the client’s staff. We will advise you of what is needed and, if appropriate, help you to meet any obligations that have inadvertently been overlooked. The majority of our clients have their own accident reporting procedures so we follow their procedures as well as our own. We investigate all accidents or incidents (RIDDOR and less serious incidents). Our contract cleaning staff follow COSSH guidelines.