Case studies

Take a look at how we’ve been enhancing working environments across London for 38 years. In the interest of our customers' privacy we haven’t disclosed their names.

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Reducing cleaning costs by a tidy 20% through productivity mapping

Expanding our service delivery to support 18 locations for this customer.

Our customer is a worldwide media organisation and information provider, operating across 18 locations in the UK. Nine of these are within Greater London, including one of the first new buildings to be constructed when Canary Wharf was established as a business district.

Lancaster began providing services to this prestigious building and an additional Docklands location in 2005. It became responsible for the remaining 16 national locations between 2013 and 2014. Lancaster was appointed to deliver services for three years on behalf of the customer’s newly-appointed managing agent in 2015.

The 100-strong facilities team delivers over £1 million worth of cleaning services a year including, office cleaning, waste management, specialist floor cleaning, window cleaning and pest control, as well as selected front of house responsibilities.

Every employee prides themselves on a high level of productivity that sees the team clean over 4,000 square feet of office space per hour. Such efficiency has evolved over the contract life, creating tailored zonal cleaning. This has been developed in alignment with customer activity including the more efficient application of resources in high footfall areas. To support this, every year all employees undertake a core skills development programme through the company’s in house training academy.

A focus on procurement has been critical to the team’s improved performance. A capsule range of environmentally-friendly products has been introduced to reduce both cost and environmental impact, and improve cleaning standards. For instance a fingerprint remover for glass surfaces has been introduced, along with a range of products tailored to manage the effects of hard water on different surfaces, such as rich woods or marble.

The quality of Lancaster’s operations has been evidenced by an upward trend in response times and service delivery scores. Through productivity mapping we cut our customers cleaning costs by 20%. This consistent improvement has been recognised in the long-term relationship between the customer and Lancaster, and its renewed appointment by their managing agent.



Supporting the beauty of interior spaces 24 hours a day, every day.

Driving productivity and improving efficiency.

Since 2011 Lancaster has been delivering tailored cleaning solutions at the regional headquarters of the UK’s largest financial institution. Supporting the beauty of its interior spaces, our flawless service delivery ensures visitors are offered an environment synonymous with five-star standards.

Located on Bank Street in Canary Wharf, London, this 32-storey building covers one million square feet, and includes a reception area, common areas, trading floors, dining facilities, office spaces, meeting rooms, function areas and a gym. And sees more than 8,000 employees come through its doors daily.

Our ability to enhance these environments is evidenced in the superior standards we achieve through daily office cleans, window cleaning, carpet and floor care, and waste management. Our 70-strong team provide 24-hour support every day, and place a strong emphasis on LEAN initiatives - innovations and enhancements to create an optimised future state.

Several initiatives have been introduced across our service delivery that are improving efficiency and productivity: sidewinder vacuum cleaner heads replace the more traditional heads to clean a wider surface in less time; office bins are upgraded to reduce travelling time throughout the building and its waste disposal facilities; and cleaning sponges are being replaced with improved  micro-fibre technology to offer a more thorough clean without the use of harsh chemicals.

The success of this partnership is underpinned by our ability to flex our service delivery as the needs of our customer changes. And our commitment to sustainability ensures we will continue to introduce efficient initiatives that not only reduce costs and increase productivity, but ultimately enhance our customer’s environment.



Delivering a tailored solution to support global operations.

A flexible and cost-effective solution with a health and safety focus.

Leading its UK operations from two locations in London, this global leader in energy products is focusing its purpose in the UK on finding and producing oil and natural gas to provide the energy that drives human progress.

With such a strong global presence, operating outside normal UK business hours is essential. And to support this, a flexible cleaning partner that delivers a bespoke solution across each site is necessary.

Lancaster began this partnership in 2006, delivering office cleaning, window cleaning, waste management, IT hygiene, meeting room setups, indoor plant maintenance and pest control. Our partnership has now expanded to also include mailroom, reprographics and archiving, delivering all services across both locations.

Delivering a truly flexible yet cost-effective solution, our team is cross-skilled in cleaning, porterage and mailroom services. This allows our full solution to be delivered by the same team, and to the same five-star standards. Through the success of our cross-skilling practices, our account manager joined the team in 2008 as a porter, and now leads our onsite team of 18.

With the customer’s strong focus on health and safety, it’s imperative each of its partners support this. Our operations across both locations are backed by rigorous risk management and prevention, as well as ongoing training, job analysis, monthly audits and weekly safety meetings. Our commitment to health and safety is exemplified by the year on year results from both the customer’s and external auditors – achieving A-grades since commencement of our contract. We are also one of just seven, out of 225, contractors to be awarded the Contractors Health and Environmental Safety Management (CHESM) award earlier this year. This recognises the commitment contractors make to supporting the customer’s health and safety culture.

Through our flexible and dedicated service delivery, our support continues to evolve as the needs of our customer changes. Our cost-effective solutions and health and safety focus ensures our customer’s property, assets and reputation are kept clean, and its people are protected, every day.



Flexible cleaning solutions delivered across 44 floors 24 hours, seven days a week.

Greener services to support this 21st century green building.

Located in London’s financial district hub at Canary Wharf, this global leader of tax, auditing and financial consultancy requires a flexible cleaning partner that understands the importance of the right first impression. Accommodating 7,300 employees, this building also welcomes numerous visitors across the site each day.

Lancaster has been delivering cleaning services across the customer’s two buildings, with a total of 44 floors, since 2012. The building's facilities include grand reception areas, office spaces, meeting rooms, atrium, washrooms, general areas and a gymnasium, all of which we service through daily office cleans, waste management, window cleaning, flooring and upholstery care and hygiene management.

The building is at the forefront of 21st century ‘green’ building within the financial sector with a focus on environmental efficiency, a strict carbon criteria and best practice sustainability features. And our environmental best practice approach supports this, every day.

Recycling as much waste as possible, introducing environmentally friendly products, using less water, and implementing smarter ways of working are just some of the reasons why we’re the preferred cleaning partner for this customer.

And our efforts across the site have not gone unnoticed; recently we were recognised in our customer’s recognition scheme for world-class people performance, with six team members being noticed for going above and beyond to ensure impeccable service delivery. Another two team members have been commended for their commitment to waste-related initiatives which have contributed to an increase in waste being diverted from landfill.