Peabody Estates, London

Soft FM

Peabody is one of London’s largest and most established housing associations with around 27,000 social housing properties and a network of estate offices. Tenon FM has provided cleaning services and soft facilities management to several of its estates since 2008.

Tenon FM delivers soft FM services to six separate estates on a rolling contract basis. An 11-strong team covers all six sites, working closely in partnership with each estate’s neighbourhood manager to ensure informed feedback on Tenon FM’s performance, and also to ensure a fast response to any emergency cleaning needs.

The nature of the properties requires a flexible approach from the cleaning teams. The services cover all cyclical soft facilities management tasks, plus cleaning of communal areas, internal corridors, stairwells and windows, and cleaning and jet washing of outside floor areas and walkways. In addition Tenon FM staff must be prepared for ad hoc handyman requests such as changing light bulbs.

Each site has its own character and its own particular needs. Cumberland Market in Camden is one of Peabody’s largest estates with 10 residential blocks, a community centre and communal garden with outside seating areas. There is also a sizeable estates office used by Peabody staff. The estate requires five full-time staff working day shifts with some evening and weekend cleaning.

Pimlico is a Victorian property which includes a multi-purpose community space and social club. The estate is long and narrow, consisting of two terraces of staircase access flats. Millbank in Westminster is a mix of houses, converted flats and blocks of flats, the latter built in the 70s and 80s. Lea Green in Lewisham combines converted Victorian houses with more modern 60s and 70s homes.

Pembury Community Centre in Hackney hosts a range of community-based activities for residents and young people, and Victoria Park in Tower Hamlets requires communal cleaning of Victorian houses and converted flats delivered by a mobile cleaner working four hours a day.

Peabody has been impressed with the quality of cleaning and commitment of the Tenon FM team, particularly its willingness (like all Tenon FM teams) to go the extra mile to maintain high standards. Tenon FM polices its own performance through monthly quality audits, aiming to keep scores consistently strong across all key performance indicators.