Green Commercial Cleaning expertise helping Hull Trains create a first-class impression for passengers
Green Commercial Cleaning has been called upon to ensure customers of Hull Trains are given a first-class impression at all times on their journey – with cleaning staff on-board as they travel to and from the capital.
Part of our FM+ group of facilities management companies, Greens are contracted to clean trains until 2019, as the national operator seeks to ensure all services are spick and span at all times.
It is a move away from Hull Trains having previously used a national firm for on-board cleaning services, and will see a team of 10 employees – all from Hull – tasked with keeping the carriages sparking at all times.
James Needler, managing director of Green Commercial Cleaning, said he was delighted to have secured the contract with one of the city’s highest profile organisations, and to be able to employ all Hull people to carry out the work.
It follows lengthy negotiations about how the Hull firm could improve the Hull Trains experience, and a trial period in which the concept of having facilities staff on board throughout journeys was trailed.
“Hull Trains is a fantastic company and one which is held up as a shining example of all that is great about Hull as a city. It provides a great, friendly customer service which leads the industry, as was demonstrated in it being crowned the UK’s Rail Operator of the Year,” he said.
“For us, it is a huge endorsement of our work to win this contract, as Hull Trains create the first impression many people have of Hull when they step on board a service at Kings Cross and head to East Yorkshire.
“That is obviously under more scrutiny than ever given the increased number of visitors heading to Hull as part of being UK City of Culture.
“It is why our staff will not only carry out deep cleans overnight or when trains are stationary in Hull between services, but also travelling on them, switching from train to train during the day to ensure all are serviced as they run.
“We hope to enhance the already superb service provided by the Hull Trains team.”
Hull Trains currently leads the way in long-distance operators when it comes to providing customer satisfaction, having achieved the highest ever satisfaction score of 97% recorded for any operator in the UK this decade in an independent National Rail Passenger Survey (NRPS).
High levels of satisfaction with the train, the attitude and helpfulness of staff, provision of information during the journey and security on board were all recorded from customers, and Mr Needler says that indicates the high-standard of work needed from his firm.
Will Dunnett, Managing Director of Hull Trains says: “The decision to work with Green Commercial Cleaning is part of our policy to always partner with local suppliers when possible.
“As the UK’s Rail Operator of the Year, our standards are exceptionally high. The cleanliness of the train is a very important factor for customers and having a facilities and cleaning team on board is another step forward in providing the best possible journey experience for all customers on each and every service.”
Hull Trains is experiencing record numbers of customers in Hull’s city of culture year. So far this year, it has reported a 15% increase in customer numbers on all long-distance journeys - well above the industry average of 4.3% growth for the same period.
Mr Dunnett says: “We’re expecting an extra million visitors to visit Hull this year, many of whom will be coming by train.
“As a business we have begun the year very strongly, and early analysis has indicated much of this passenger growth is from people coming from the south. Our partnership with Green Commercial Cleaning will ensure that visitors to our city all receive an excellent first impression of Hull and the unique welcome that we can provide.”
Green Commercial Cleaning is part of the FM+ group of companies, which already boasts the likes of P&O Ferries, Hull and East Yorkshire Hospitals NHS Trust, KCOM, Hull College, ABP and Hull Collegiate School as its facilities management services customers.
“We are confident that we will deliver the highest level of service, as we know the demands of the transport and tourism industries already through our long-standing work for P&O Ferries, and the need to provide the very best environment for those paying for the pleasure,” Mr Needler added.
“We have always believed customer feedback is the most important aspect of the job, and what we know is that Hull Trains already operate to the highest possible standards.
“Now, they have an award-winning commercial cleaning team on board to help ensure passengers are always in the most pleasant surroundings. We believe it will be a great partnership which will benefit all involved.”
FM+ provides a wide range of facilities management services to customers across Hull and the East Riding and Yorkshire, working on some the city’s biggest commercial projects.
Its teams were called upon to work on new developments at The University of Hull, fitting flooring in two refurbished, three-storey student accommodation blocks, and in the 9.5m redevelopment of the Middleton Hall.
FM+ also installed flooring throughout the new £22m Wolfreton School in Willerby for Bam Construction, and has provided ongoing cleaning works at Hull New Theatre, which is currently undergoing a £15.9m makeover to add another 200 seats in the main auditorium, creating a 1,400-capacity venue.
FM+ is a member of the Hull Bondholders group, and this year moved into new specifically built headquarters at Priory Park, Hull, following a near £1m investment.