What Our Customers Say… Coventry University

What Our Customers Say… Coventry University

Interview with Phil Hodgkinson, Building Services and Contract Manager at Coventry University

Phil HodgkinsonWhat is most important for you when it comes to cleaning on site? 
Without a doubt communication is key and ensuring that we’re satisfied with the cleaning standards, that service delivery is maintained and continuously improved.

What challenges were you facing before the contract?
One of our biggest challenges is always ensuring the students have a good experience whilst they are with us and how the campus estate contributes to this. Having the peace of mind of knowing our sites are compliant is another important challenge, along with keeping our costs under control without risking quality standards dropping. 

How have we helped?
Your successful mobilisation made the switch to a new contractor much easier, your processes and procedures very much aligned with the universities and therefore the integration of Derwent as a new contractor was seamless.  Based on how you approached the mobilisation and the improved service delivery that came out of this, I would recommend your services, really top-notch cleaning and contract management. 

Do you think we are aligned in our culture/values etc? In terms of the partnership and the working relationships? 
Yes, Derwent’s continued support throughout the pandemic has been crucial to our ability to operate. Derwent constantly strive to ensure that a postive student experience is paramount. 

Can you measure any reduction on costs? 
Yes, we have certainly seen value for money and implementation of best practice as well as additional on-site resource.  Derwent fm offer a very streamlined coherent service. 

How satisfied are you with the service you receive from Derwent fm? 
We are satisfied with Derwent’s service delivery, as a client we will always find ways we can to improve, but we do this together.

Standout positives.
The standout positive, has been twofold, the people and the processes. The onsite team have made a huge difference to service delivery, with support from your management, the ability to reduce service delivery in the pandemic also demonstrate how adaptable Derwent are. 

I would recommend your services, really top-notch cleaning and contract management. 

Innovations that we use.
One of the innovations we have all had to adapt to is the implementation of Covid cleaning, including support with our asymptomatic testing stations. This, along with an increase in cleaning labour to provide extended touchpoint cleaning services throughout the day, has had a positive impact on how staff and students felt we were looking after the campus during the pandemic, visible cleaning activity offers them a great deal of reassurance. This also included sourcing all the PPE and consumables, and waste collections. We really appreciated your expertise in aiding us to provide this service.

Are you likely to recommend us and our services? 
Very likely, you have been flexible and adapted to our needs at a difficult time.

If you’d like to know how we can help your organisation please call us on 0113 531 1000 or email [email protected]m

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