Princes Quay is a 450,000 square foot Regional Shopping Centre in the centre of Hull. The scheme is unique, being built on stilts over the Prince’s Dock.
Until late 2011 the scheme experienced a Total Facilities Management service solution; but despite the scheme having a high service charge, soft service standards were considered to be poor. Westgrove provided consultancy services to the scheme, recommending a complete re-engineering of the service delivery, splitting the services back into ‘hard’ and ‘soft’ component parts.
We were awarded the ‘soft’ services, and after a 3 month change management programme, the new operating structure was established.
Our evaluation resulted in:
During the recent independent Retail Satisfaction Study (2011/12), commissioned by the managing agent DTZ, cleaning and security were ranked as the ‘highest rated areas’, with the cleaning and security team receiving ‘good’ and ‘excellent’ ratings from all of the scheme’s retailers.
The outcome is a very different and positive experience for shoppers, retailers and the managing agent at Princes Quay.