BICSc Members Educational Facility Q & A/Briefing Session Summary
Wednesday 12th August 2020 11am
Chris Ryan, Head of International Business and Kim Phillips, Head of Service Catering & Cleaning Rotherham MBC opened the session with the following comments:
CR: The impact of COVID-19 has affected us all on a global scale. As the number of cases reduces, the return for the Education sector is at various stages dependent on geographical location.
The government aim is to get all schools open at the beginning of the Autumn term in September. All education premises will be adhering to localised and governmental guidelines to ensure the safety of staff, students and pupils returning.
Guidance provides the Public Health Advice and details the actions to minimise the risk of transmission within the education environment endorsed by Public Health England.
The system of controls that have been introduced is there to minimise risks and create safer environments effectively. Premise risk assessments must be completed, and all control measures put in place to help mitigate that risk. Applying the control measures will contribute to stopping the virus entering the facility and being transmitted.
The control measures include:
Cleaning service providers have a key role to play with the enhanced cleaning arrangements as part of the detailed control measures. Input will be critical for the successful implementation of effective control measures for cleaning. Premises managers will be looking at service providers for answers and support in order to get their building open, safe and fully operational.
As professional service providers, we need to communicate effectively with our clients. One of their biggest challenges will be allaying any fears that some building users may have on returning back to the education environment.
In our industry, credentials and accreditations demonstrate our commitment to the service we provide. We need to promote competence in order to offer that reassurance and instil peace of mind. We need to be able to display our professionalism, evidence our experience and knowledge of what we do and how we do it. We need to apply process and methodology in order to reassure and promote confidence during the return phase and the ongoing commitment.
Communication and client engagement have never been so vital.
In regard to our cleaning operatives, we also need to ensure we are supporting them and enabling them to feel safe operating back in the workplace.
We need to:
When we consider the responsibilities of providing a cleaning service during the current pandemic, it’s very clear to see how cleaning is now recognised as an essential service. We have an important role in getting these buildings open, providing safe environments, and working together with the clients to manage any risk.
Kim Phillips: Head of Service Catering & Cleaning – Rotherham MBC
In house educational provision (78 schools equate to 68% of the potential market) – only two other commercial providers as the majority of schools have chosen to employ the cleaning operatives directly. Only had two schools close completely throughout this period. The cleaning service has continued to clean the school environment of the contracted schools along with a number of other schools, primaries in particular, whose cleaning staff were shielding/refusing to work.
The service also covers civic building cleaning, emergency crash pads, community residents (flats, wardens) and VOIDS properties, so we have a large pool of staff to draw on and experience of different environments.
The last five months have been a daily logistical challenge – for those who will recognise the comment that was heard in the first few weeks to say it’s like a snow day that keeps on going, like Groundhog Day.
The risk assessments were the first priority along with clarification from HSE and Public Health on the correct products for specific needs, PPE or not for regular cleaning which then enabled instructions and any additional training to take place.
CLEANING STAFF NEED TO UNDERSTAND THE POSITION, TO FEEL CONFIDENT TO UNDERTAKE THE ACTIVITIES.
The area managers have spent weeks glued to the phone, allocating and re-allocating operatives to high demand which the day after was low demand – key workers and vulnerable pupil attendance varied dramatically from day to day – the area managers were also helping in a counselling role, not only for our own teams but for school teaching staff who needed the reassurance and our cleaning operatives were effectively elevated to almost celebrity status seemingly becoming experts in infection control – again this needed to be managed.
Each school’s cleaning activities have been considered in line with the school building risk assessment, and a flexible approach has been taken to provision.
The one area which has taken some work is to achieve the guidance on enhanced frequency. School cleaning has over the last few years been an easy target for saving. Therefore, the approach has been to establish a base level to ensure the increased frequency is effective.
The majority of Rotherham Schools who have a contract or have had interaction with the Council Cleaning Service will have a reactive cleaning provision in September at lunchtime, some have also chosen to also have an interim clean in washrooms and high-frequency contact points after break periods, and work has been undertaken with SMSA’s and TA’s to facilitate wipe down of tables/chairs and touchpoints in dining rooms and classrooms. Advice has generally been to use a quality bacterial wipe for this to avoid having to mix chemicals, concerns regarding adverse reactions to the chemicals by pupils/staff and to ensure an area is left free from product after a quick turnaround clean.
The morning and afternoon scheduled cleaning has been reviewed and re-focused in line with the building risk assessments. This is not a one size fits all. It is a moving entity, I am expecting, as has been the position through-out the lock-down, that requirements in each school will change constantly. The area manager will need to react to customer requirements and government guidance be it Public Health, HSE or DFE.
Q & A:
What is being supplied in terms of cleaning/sanitising wipes/products for teaching, labs and communal areas?
KP: Dependent on the requirements of the site and the site risk assessment has determined any need for wipes. Wipes can help with staff confidence. We made a decision to provide building wipes, dispensers (Council buildings) for staff to wipe down; however, this is in addition to other enhanced measures. Wipes for mobile units, i.e. if staff are out and have equipment.
CR: The starting point would be to look at what is the current cleaning input. Is it daily, is there an am and pm input or are they already working on reduced frequencies such as every other day for certain rooms or tasks.
The current input has to be right and fit for purpose before introducing any options to increase and build in any enhanced cleaning frequencies. Any additional cleaning could result in increased cost unless the input is offset against current cleaning regimes or based on any change in building use or reduced occupancy that can affect daily service provision. It’s important to discuss with the client to understand any revisions to the building use and establish the required need and expectation.
If you were to supply wipes, they would need to be COSHH assessed, risk assessed, provide SSOW, will users receive any training? Also, the cost will be a big consideration, will the client be willing to purchase?
Cleaning and enhanced cleaning enables a process that can be controlled, recorded, measured and monitored and delivered by trained and accredited operatives.
What changes have been made to daytime cleaning routines to allow for the regular cleaning of contact points and key surfaces?
KP: Many sites will introduce a daytime provision where it isn’t done at present to account for increased enhanced cleaning frequencies, and this will be based on the premises risk assessment for individual site requirements. Daytime presence helps to allay fears and promote confidence in hygiene standards being applied. HIGH VOLUME, HIGH USAGE.
Of course, this is not effective on its own and must be in addition to all other COVID compliant advice, such as handwashing, distancing and sanitising.
CR: It’s not unusual for a school not to have any daytime provision with general cleaning being delivered out of hours. To deliver enhanced cleaning will result in more visibility, and this in turn will help to create that peace of mind for building users. The schedule has to be right as stated earlier. The risk assessment will help to identify what needs to be done and when and this will create the revised schedule as covered in the initial brief.
What would be the best products for giving the classrooms to clean the desks etc, for the use by the teachers?
CR: As per the previous question, are wipes the answer? It’s important to get the cleaning schedule and frequencies right and as advised using standard cleaning detergent. Only this weekend, I was talking with my son’s girlfriend who is a teacher at a primary school and have been issued baby wipes that have had bleach poured into the plastic dispensing packs. Frightening, but I’m sure there are plenty more bad practices going on. Mixing chemicals, no PPE, no training, no understanding of the impact on applying such a process. Education is imperative, and service providers have a responsibility to educate and support clients in doing the right thing.
Also, the secondary issue resulted in blocked toilets as wipes were being used in the toilets then flushed down the toilet. Wipes don’t break down like paper so therefore caused the blockage and the call out for rectifying the issue. If the premise wants to provide wipes for staff to use, then it needs to be detailed in the risk assessment and controlled accordingly.
Cleaning and enhanced cleaning enables a process that can be controlled, recorded, measured and monitored and delivered by trained and accredited operatives.
How are your operatives now working? Would you say flow cleaning is now better or individual?
KP: We have had reduced staff and therefore focussed cleaning on the areas in use, schools have been similar with focused cleaning on the areas in use.
CR: How the service is delivered is down to the service provider. Some use Zone Cleaning and some use Team Cleaning or Flow as per the question. Zone Cleaning concentrates on individual areas for each operative, and Team Cleaning is based on each operative being a task specialist within the team. If a premise currently operates Zone Cleaning it would face difficulties in setting up Team Cleaning not to mention the resistance to change, the consultation process and no doubt union involvement all of which contribute to a lengthy process to change at a time when we need operatives to pull together. Team Cleaning has its advantages if implemented well and generally on new start-ups it can be implemented from the start of a contract where the operational transition is generally easier to manage and succeed with effective implementation. It’s all down to personal choice.
A disinfectant being used in some schools contains, according to MSDS, Cationic surfactants, i.e. Didecyldimethyl Ammonium Chloride 1-10%. The hard surface cleaner we are currently using contains Anionic surfactants < 5%, according to its MSDS. Could these chemicals cancel each other out on surfaces?
CR: In short, the answer is yes, cationic surfactants carry a positive charge, and anionic surfactants carry a negative charge. Therefore, they will cancel each other out rendering the process ineffective.
We always advise that when choosing products, you actively engage with your manufacturers/suppliers to identify what products best suit your working environment. Their experience and knowledge should help you to select compatible products that are creditable, meet any testing regulation and are independently tested and proven to give you the most effective and efficient results in use. They will also provide you with all relevant documentation such as MSDS, Technical Specification Sheets and Microbiological Profiles as well as any additional testing documentation. A good supplier will support you with dilution charts, process guides and training.
It’s an important relationship, so please use it to get your service delivery right.
There is a misconception that disinfection needs to be high frequency. The fact is there is no need to over disinfect, and for none healthcare environments, generic detergent is all that is required with the introduction of enhanced frequencies.
There is no need to over disinfect. It has been reported that excessive use of disinfectants has resulted in supply shortages which isn’t good news for the healthcare and care home sectors which need the disinfectants operating in areas of higher risk and the need for heightened hygiene levels. Use your risk assessments to determine the need and only use disinfectants when you have confirmed cases. If you have a requirement to use a disinfectant with any confirmed cases of COVID-19, then ensure they are fit for purpose and seek advice from your manufacturer/supplier.
Our Mission
The British Institute of Cleaning Science is the largest independent, professional and educational body within the cleaning industry with over 40,000 Individual and Corporate Members in the UK and Internationally.
To raise the standards of education and to build awareness of the cleaning industry through professional standards and accredited training, thereby;
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Godfred has been involved in Contract Management for over 20 years. His original contract management duties entailed delivering contract management on the TFL – London Underground Ltd contract. However, as both his role and his experience developed, he progressed to a General Manager role, delivering excellent customer satisfaction, building effective customer relationships, continuous improvement on service delivery, efficient staff management, recruiting and building a team of high-calibre staff, whilst coaching and developing managers, supervisors, and operatives to deliver highest standards on the contracts. Achieving and exceeding targets on KPIs; delivering targets on activities, zero tolerance on accident levels, and cost reduction. He manages and controls methods and processes effectively delivering customer satisfaction profitably.
Godfred gained valuable experience in services delivery on the TFL – London Underground Contract for approximately 20 years, having worked with Comatec, Blue Diamond, Dericheboug, Initial Rentokil, Mitie, and Interserve over the years, and currently with ABM.
He is educated in accounting, finance, and law and trained in Lean Leadership and Management programmes, which has sharpened his skills in critical thinking, analysis, budgetary control, negotiations, compliance, and accounts management.
From a financial director role, Neil joined the BICSc Senior Management team in 2015. He has a wealth of management expertise and has experience in hospitality and FM in numerous industries.
Neil’s passion is technology, especially when it can be used for efficiency purposes. Neil was the project lead on the creation of the BICSc CPSS Assessor app and, more recently, delivered the virtual training platform – to date over 60,000 candidates have registered.
Teresa joined BICSc in 2016. She is our Customer Support Team Leader and an account manager for the international Accredited Training Members. She is also responsible for the centres within the prison sector. As the account manager for BICSc international customers, Teresa arranges all the international trips for the training and verification team.
Prior to joining BICSc in 2016, she graduated in French and Italian and has always worked in customer services.
Matt joined BICSc in 2019 after graduating from university. Initially starting out as the marketing assistant, his aptitude and thirst for technology and his digital knowledge has played a major part in making sure BICSc has not been left behind in the online world which has been integral to building the BICSc brand. Matt has a keen eye for design and development and helps to work on the BICSc website and Virtual Training Suite.
James joined the BICSc Team in 2016 from a cleaning/engineering career. As a verifier and assessor, he works closely with BICSc members, both in the UK and internationally, helping them to achieve and maintain BICSc standards.
Maureen started her career in the cleaning industry back in 1992 progressing through supervisory and management roles in industries as diverse as transport and education. She joined BICSc in 2012 as part of the Training and Verification team. She is responsible for undertaking our Accredited Training Member centre audits, assessor approvals, assisting with new centre set-ups, and centre and assessor licence renewals.
Having previously worked as a patient support assistant within healthcare, Claire joined BICSc as the cleaning operative in September 2022. In addition to her healthcare experience, she also holds a NVQ Level 2 in Hairdressing. As the cleaning operative Claire is the eyes and ears for the facilities department to ensure the BICSc buildings are not only clean but are also a safe environment for staff and visitors.
Denise has over 30 years of cleaning and hygiene experience. A successful senior manager who has excellent communication, negotiation, and inter-personal skills, Denise can matrix manage and motivate her team to achieve quality results. Experienced in successful multi-site mobilisations in time and cost critical environments, and with a career that spans facilities services for local government, MOD, major food retail, shopping centres, cleanroom and blue-chip office facilities.
Kelsey, in addition to her role at BICSc, is a Youth Ambassador for Youth Employment UK. She has experience in the cleaning industry over a range of challenging frontline positions within the NHS during the COVID pandemic.
She brings extensive experience in site inspections, project management, and overcoming the issues faced in operational cleaning service and particularly training models.
Nigel was a trainer and technical writer for a global software company and trained customers in places ranging from Australia to Romania before coming to BICSc as a skills trainer and course writer/presenter. With his love of technology, he is now responsible for compiling and producing the courses that run on the virtual training suite. Nigel is also key to keeping the CPSS Assessor and Cleaning & Hygiene Audit apps up to date.
Having recently graduated from the University of Winchester, Matt is new to BICSc as Digital Marketing Assistant. During his studies, Matt worked in the stores of a private hospital and for their corporate marketing team, gaining valuable experience for his future career. With his passion for design and technology, Matt hopes to bring fresh ideas to BICSc social media pages and their website.
Karen has been with BICSc for over six years and brings a wealth of knowledge and experience from previous customer service roles from working both abroad and in the UK.
As our Membership Specialist she has an expert listening ear enabling her to assist our current and new members in getting the best out of their BICSc membership, both over the phone and via email.
Prior to joining BICSc in 2019, Marion spent most of her working life in the banking sector in various roles including compliance, governance, organisational, and PA roles.
Her previous experience with organisation and planning makes Marion the ideal fit for the Communications & Event Management role at BICSc ensuring that all events BICSc are involved in throughout the year are well publicised to both members and non-members and that the events run without a hitch.
When Diane joined BICSc in 2019, she bought with her a wealth of business experience from telecoms, banking, and more recently, education sectors where she was a school business manager successfully managing a £1.5m budget.
She has managerial responsibility for the trainers and verifiers, along with the facilities and Health & Safety management of BICSc Head Office. She is also a BICSc Assessor.
Jo has been with BICSc since 2012, prior to this she had been an account manager in several different sectors. Initially working as an account manager for BICSc, she moved to being responsible for the Customer Support Team for several years. Given her unparalleled eye for, and attention to, detail makes her perfect for the role of Compliance & Project Manager ensuring BICSc abides by the rules for our ISO accreditations, company compliance, and oversees several projects to ensure they are delivered correctly and on time.
Samantha joined BICSc in 2011 as a part-time administrator looking after the trainers’ diaries. With a passion for helping others, she transitioned seamlessly into a customer support role organising audits and membership requirements. The experience and knowledge gained from working in that role gave her the background she needed to progress to a full-time position within the sales team and the role of Business Development Manager.
Sam works with organisations and individuals within the UK and overseas, providing invaluable information and support with their training requirements.
Virginie, or Ginny as she prefers to be known, came to the UK from France 26 years ago to work as an au pair. She moved on to accountancy roles with several different companies prior to joining the BICSc finance team in December 2017.
As well as keeping a keen eye on the BICSc purse strings to ensure the best use of members’ subscriptions as Head of Finance, she is also part of the Senior Management team.
Lisa has been a member of the Customer Support Team since January 2018. Prior to coming to BICSc she has had roles within finance, customer service, and prison education teaching art and craft workshops within the prison environment.
Karina came to the UK back in 2009 for a few months but ended up calling the UK her home.
She is multilingual and worked as a freelance interpreter when she arrived, then moved on to working in accounts for various industries before joining BICSc. She has been with the company for nearly 10 years and looks after everyday tasks within the accounts department.
James has always worked with customers in various roles and joined BICSc in 2017 as a trainer and assessor. He works with existing BICSc members providing training on BICSc skills and standards for those that want to upskill their staff, but he also works with people who want to become BICSc members and kick-start their cleaning industry career with the Licence to Practice.
Dawn has been with BICSc since October 2019 and started as office administrator. Coming from a customer service background, it soon became clear that Dawn has a flair when dealing with customers and was promoted to Training and Logistics Advisor in early 2022 arranging online and face to face training and assessments.
Nicky has experience in the cleaning industry by looking after FM contracts in the water treatment sector maintaining the hygiene of water storage facilities for the prevention of disease and contamination, such as legionella. Nicky brings with her 15 years of customer service and admin experience and has worked with a variety of sectors including engineering, commercial, and healthcare. Nicky started out studying business and finance for 3 years at college and really enjoys customer services providing the best support to her customers.
Amelia started her journey into the cleaning industry as a cleaning operative in 2020, from there she became a supervisor and began training where she discovered a love for training and the industry. She joined our BICSc team in August 2023 as Assistant Technical Specialist and became a Youth Ambassador for Youth Employment UK.
Before joining the industry Amelia studied at university, she graduated with a degree in theatre studies and enjoys putting that knowledge to good use when training, because as the saying goes, all the world’s a stage.
Frank Veneman is the founder and director of the MBG Consultancy Group, founded in 1991, and has over 30 years of experience as a consultant regarding the technical and quality aspects of cleaning services. He has been a member of BICSc since 2002 when MBG UK was formed. Frank is currently the research coordinator at the Association for Cleaning Research (VSR).
Over the years Frank has contributed to the development of numerous standards and certification schemes within Europe, specialising in systems for monitoring and measuring technical quality and customer and client satisfaction. With his background as a biophysicist, he has worked on projects in over a hundred hospitals, next to numerous food production plants. As a result, he has years of experience as an auditor on infection prevention, as well as in Hazard Analysis and Critical Control Point (HACCP) and Good Manufacturing Process (GMP). However, his experience is not limited to these specialist areas. He also has experience in financial institutions, military facilities, police forces, universities and schools. He is the author of several books and numerous reference and training manuals and has contributed to several technical papers.
Frank is a strong advocate of investing in people and organisations. Going the distance pays off for providers, clients and staff. Skilled cleaning operatives and cleaning supervisors are pivotal to a smooth-running cleaning contract or in-house service.
James has worked in the cleaning and FM industry for over 30 years having held several senior operational and functional roles during his career.
He spent the first 20 years within the aviation industry, initially with BAA, then for 15 years with Servisair holding various positions including Head of Health and Safety, and Operations Director, before then moving to Inflight Cleaning Services as Operations Director in 2008.
In 2012 James moved to his current employer, ISS Facilities Services, as Operations Director for the Transport Business and became Managing Director of the Cleaning and Transport Business, with over 8,000 employees and a turnover of £175m, in 2017. After a successful 4-year spell, James took on his new role as Director of Product and Performance, Cleaning Services for the UK and Ireland in January 2022, where he is responsible for the lifecycle management of Cleaning Products and Services across the UK and Ireland.
Lorraine is a cleaning and service matter expert with over 30 years experience within the industry. Her career has involved a mixture of senior operational and business development roles all in outsourced cleaning and facilities management sectors but particularly specialising in the technically complex healthcare and education sectors.
Lorraine was the only member of the private sector invited by Graham Jacobs of the NHS Workforce and Facilities to be part of the select steering group that developed the cleanliness section of the government’s Department of Health new PLACE ‘Patient Led Inspections Initiative’ which replaced the annual PEAT inspections. Following this work, she was invited to work with the DoH/AHCP PAS 5748 steering group (known as the Rotherham Group) which reviewed the PAS 5748 guidance published in 2011. This work was recognised when BSI submitted it for public consultation, and it was subsequently incorporated and adopted into the revised PAS 5748 (2014) edition.
Lorraine was a founder member of the ‘BSA Cleaning Advisory Group’ which advises and lobbies the government on cleaning related matters; this work has resulted in the launching of ‘The Responsible Cleaning Operator Scheme’ 2015 which was nationally acclaimed and endorsed by the UK Cleaning sector.
In February 2022 at an extraordinary members meeting, it was voted upon that Lorraine will serve as Chairman of the Institute until September 2023, this is additional year is due to the effects of the pandemic.
Soo has worked in the cleaning and FM industry for over 30 years, working her way up from a cleaning operative in local schools when her children were little to her current position as Technical Director for Birkin Services.
Soo first became associated with BICSc in 1992 when her then employer, OCS, placed her on a BICSc training course at SC Johnson Wax at Frimley Green. From that moment on Soo was hooked and started using BICSc best practice and applying the standards on every account she worked with. In 2001 she took her BICSc association one step further and completed more BICSc COPC skills with SC Johnson Wax (now Diversey Sealed Air) at Frimley Green and continued with her qualification to become a BICSc assessor.
Since 2001 Soo has trained more than 300 managers, supervisors and cleaning operatives in PBICSc and CPSS skills and has opened four ATP training hubs for her employers, along with developing in-house induction training programs for her staff to lead them into BICSc Licence to Practice and CPSS 2.0.
Soo has continued her education with BICSc and has now qualified in delivering training and assessment for Accommodation Skills within the CPSS skills suite. In 2011 she was elected onto the BICSc Council. In 2015 Soo entered the Worshipful Company of Environmental Cleaners, becoming a Freeman of the City of London in 2016 and in 2021 became one of the first members of the Livery to be entered on to the Register as a Chartered Practitioner in Environmental Cleaning.
Darrin has been working in the Cleaning Industry since 1983, directly after leaving school he started out as a Catering assistant in healthcare cleaning large hospital kitchens, then progressing to Cleaning Supervisor. Darrin then moved into Commercial cleaning with Cooper Cleaning managing cleaning of Building societies and banks in Northern Ireland.
After a few years Darrin moved into Retail cleaning managing cleaning of Tesco, Sainsbury and BQ for the Broadreach Group. He also had the cleaning services of Belfast International Airport and in 2004 won the UK overall Golden Service Award for the cleanest contract. After the acquisition of Broadreach Group, Darrin took a change of direction and moved in Aviation cleaning and catering working for Inflight Cleaning Services as General Manager over all of Ireland, Northern Ireland, Scotland, and Liverpool. Since then, Darrin has worked for some many large cleaning services providers including Aramark and Mount Charles as Director of cleaning.
Darrin is now employed with Mitie as their Head of Operations for cleaning services in Scotland. His role is to bring Innovative and sustainable cleaning while improving quality through BICSc training. Darrin has been actively involved with BICSc for 12 years and joined BICSc Council in 2019 as a Co-opted Member.
I have been in the cleaning/FM industry at Management/Director level for some 35 years; working in multiple sectors, including transport, health, retail, public and private sectors.
My passion for engaging with the workforce via training and development has always been a driving force in developing the teams that reported into me. BICSc has played an important role as it provides our Managers, Supervisors and Cleaning Operatives with a recognised worldwide skill base qualification.
As a BICSc assessor I remain at the forefront of training and development, which has enabled me to contribute in developing a highly skilled, motivated workforce currently at Vinci Facilities.
I am proud to be joining as a fellow member of the BICSc Council and look forward to using my platform to promote the rich diversity within our industry.
I have been in the industry for more than 20 years and started my career within the cleaning industry. I completed the BICSc COPC stage 1 and 2 qualifications. The class, style, systematic approach to training, assessment and then certification, raptured me then and still does.
Our founding members were pioneers and built a structure that has withstood the test of time for 60 years. This has evolved over the years and has embraced sciences and technologies which have led the way in education.
I truly believe there is no other training solution out there which even remotely comes close to BICSc. The Institute values, develops and recognises our hard-working staff and members so careers can be built, and potentials unleashed. It is a privilege to see the colleagues that I train and assess receive their accreditations with pride.
The history and heritage of BICSc is something I am honoured to be part of, and I am proud to be a BICSc fellow member and Council member.
I’ve been in the cleaning industry since August 2005 and just with the one company, ISS Facility Services. Back in the day, after being with ISS for a few months, the first external course I went on was a BICSc Assessor’s course, which was a week’s residential course and the knowledge gained stood me in good stead for the development of my career in our industry.
During the last 14 years, I’ve had a range of duties including in HSQE, Compliance and Operations roles, leading to my current position heading up the Cleaning Excellence Department for ISS in the UK. A role I’ve enjoyed immensely since early 2017. The areas my team focuses on can be broken down into seven:
I have two key interests:
Jill has 38 years’ experience in cleaning and facilities management currently as Facilities Manager, Cleaning Services at the University of Leeds, over the years she has managed facilities and cleaning services to varying complex establishments including hotel, nursing home, local authority, schools, colleges, shopping centre, airport and now Universities.
The University of Leeds has a complex in house facilities operation that includes over 300 cleaning operatives and 76 buildings.
She is passionate about promoting cleaning as a professional industry and always strives for continuous improvement and creative solutions through new innovations and development and as such keeps up to date with the industry and is currently an executive committee member of BACHE (British Association of Cleaning in Higher Education).
One of the key factors in the success of improving cleaning services throughout her career has been by implementing effective training through becoming accredited BICSc training and assessment centres and is totally committed to BICSc aim of raising standards of education, building awareness of the cleaning industry through professional standards and accredited training.
Yvonne has been working within the FM sector since 1995 starting as a pot washer and cleaning operative with Compass. After progression through the ranks in 2000 Yvonne became the General Manger for a large Healthcare Trust with Medirest, quickly progressing to Regional Operations Manager. In 2007 she gained further knowledge and experience working for Balfour Beatty as Head of Soft Services for Healthcare, Education and Blue Lights. In 2012 Yvonne joined G4S as a Soft FM Solutions Specialist working within in all sectors creating innovative service delivery models. In September 2015 Yvonne joined OCS as Head of Cleaning covering the UK, Ireland and Middle East a position she is very passionate about, Yvonne is responsible for ensuring the OCS model is delivered to the highest standards, using the latest technology and innovation and a bespoke training programme for their cleaning operatives.
Andy has worked within higher education since 1994. Andy became a member of BICSc in 2002 at a time when he was working as a Housekeeping Manager at Warwick University. Andy has consistently encouraged the delivery of BICSc standards.
Between 2010 and 2014 Andy was part of the Estates team at Warwick University where he continued to deliver BICSc training and assessment. During this time he was appointed as Cleaning Services Manager at Aston University in Birmingham. In 2016 he became the Facilities Officer and is now responsible for cleaning, portering, postal services and the campus wardens.
Andy has a CIPD qualification in Human Resources and during 2018 he also completed the BIFM level 4 certificate.
Andy will bring years of experience and knowledge to Council and is passionate about his new role as part of BICSc Council.
The cleaning industry is Andrew second calling after serving 16 years in the UK Armed Forces, so although a relative newcomer to the sector he brings a wealth of knowledge in regards to learning & development, team dynamics and behavioural change.
In 2015 he joined the ISS Cleaning Excellence Team and in doing so was exposed to so some of the most knowledgeable and experienced cleaning professional in the business, this accelerated his understanding and appreciation of the sector, as well as the obstacles that hold it back.
He is currently employed on the ISS PwC account as the Senior Operations Manager where he is responsible the 6 sites that makes up the London region as well as overall responsibility for Learning & Development, Standards, mobilisations as well as the Health, Safety and wellbeing across the 23 sites.
Andrew cares deeply about education, wellbeing and creating pathways for individuals who want to progress within the industry.
Lorraine has been a member of BICSc for over 16 years. She is also the current Chairman of the Employers Group for Cleaning Industry Apprenticeships.
Lorraine came to cleaning from a career in catering; BICSc was the first course she completed, and from the first day of chemical competency, she was hooked and wanted to train and assess to BICSc standards.
At the time there was no local branch meeting, so with help from BICSc headquarters, in 2005 Lorraine restarted the London & Home Counties region. It is now thriving with many events throughout the year. In 2013 she was honored to be made a Fellow of the Institute. 2013 was also the same year Lorraine became a member of the Worship Company of Environmental Cleaners and achieved the Freedom of the City of London.
In 2012 Lorraine became Chartered Safety and Health Practitioner, training first aid, IOSH and NEBOSH courses along with all other health and safety courses. She has a passion for training, mentoring and coaching people, and therefore it has been a natural progression to turn this devotion into a career.
Health and safety and the environment is Lorraine’s specialty, and she currently represents BICSc on the Cleaning Industry Liaising Forum, a committee set up by the Health and Safety Executive to oversee health and safety in the cleaning industry.
Lorraine has worked in the service industry, across many sectors and has a broad portfolio of experiences including overseeing companies in achieving accreditations in ISO 9001, ISO 14001, OHSAS 18001, Investors In People, and other safety accreditations
Three out of five council meetings attended in 2017