Author: Jenny Fives

Colleague Newsletter – January 2019

The Westgrove Groups Annual Awards, Service Excellence Award, Outstanding Act Of The Year, Colleague Of The Year, CSR Of The Year

Annual awards

We are looking forward to this year’s Reward and Recognition Award Ceremony and to celebrating the achievements of our colleagues across the UK.

Held once again at The Village Hotel in Warrington on February 7th, this year’s event will include a welcome from our Managing Director Claire McKinley Smith, a company update from Brand and Development Director Laurie Barton Wright and a thank you from Company Chairmen Steve Fives and Simon Whittle.

We will hear about the latest security training in shopping centres and discover how a North West shopping centre is making strides to integrate with the local community.

There’s also a talk from Alder Hey Children’s Hospital, who we have been supporting this year, and news on our Mental Health Awareness Project.

To book your place click here.

New magazine coming soon

Keep an eye out for the new issue of the Westgrove Magazine which will be coming out in the next few months. As before, it will be packed with lots of company and people news.

You can look back at all our previous issues here.

Reward and Recognition Awards – Quarter 4 Winners

Here are all our R&R Award winners for Quarter 4. Congratulations to you all.

Photo of last year’s Site of the Year award. from left Helen Jones, Paul Ogden, Joanne O’Neill, Malcolm Berry and Steve Kent

Site Manager of Quarter – Gillian Davidson, Market Place

It’s not easy for a new manager to come in to an established site and continue to make a difference, but Gill has. Not only were her team the first centre to roll out the mental health NVQ training, the centre has held a mental health awareness week. She has also improved the cleaning element of the service with weekly cleaning audits increasing from 65% to 85% and is supporting our partner to achieve ISO14001.

Team of the Quarter – Haymarket

The Dual Service Team at The Haymarket Shopping Centre had a fantastic 2018 with numerous achievements. These include: Health & Safety (won the ROSPA Gold Award), Security (a fall of 62% in anti-social behaviour incidents), Corporate Social Responsibility (a new recycling scheme means the centre is now zero to landfill) and Customer Service. Centre Manager Tony Spencer received the 2018 Savills Mystery Shop Award after the centre averaged a score of 96%, the highest in the whole shopping centre portfolio.

Colleague of the Quarter – John Price, Templars Square

Congratulations to John for his outstanding service to our customers and partners. His initiatives have included pro-actively checking over-door heaters in the shops to help prevent false alarms and unnecessary evacuations; making sure tenant owned loading bays and fire escapes are clean; and inspiring what has become a highly performing team of cleaners. Fantastic work.

CSR of the Quarter – Birchwood Park

Well done to the team for taking part in the site’s charity 5k fancy dress run. Special mention goes to Stewart and Paul who raised £140 for Alder Hey Children’s Hospital and Zoe’s Place.

Outstanding Act of the Quarter

We have many winners this quarter which include:

James Buckley – Concourse

Three days after completing his counter terrorism training, James spotted a suspicious package outside the swimming baths during his routine checks. He instantly reported it to the control room, positioned his cleaning trolley to keep people away and closely monitored the situation. His swift and professional action in a very busy shopping centre was potentially life-saving.

Patrick Kelly, Anthony O’Connor and Ashley Stirrup – Spindles Town Square Shopping Centre

Patrick, Anthony and Ashley were outstanding when a gang of 15 targeted the shopping centre during a night shift in late October. The gang smashed their way into the centre and two mobile phone shops with sledgehammers. Anthony and Ashley quickly contacted the CCTV control room for the town centre and called the Police while Patrick shouted to the culprits over the tannoy system that they were being monitored. Centre Manager Mike Flanagan thanked them for their quick thinking and excellent work.

Brian Downing – Concourse Shopping Centre

Security Officer Brian trusted his gut instinct after seeing a man behaving suspiciously around the shopping centre. He contacted the Police who told him the man was wanted for previous incidents. When they arrested him, he was found in possession of a large kitchen knife. Outstanding work Brian.

Nathan Parkes – Cornbow

Nathan bravely talked down a suicidal male who was seconds away from jumping off the top level of the car park – and stayed with him until the Police arrived to take over..

Christopher Garry Davies-Elsdon – St Catherine’s Walk

When Garry heard that a young girl had lost her money on the mall, Garry reviewed the CCTV footage to see what had happened. He discovered two women had picked up the money and were still in the area. He had a friendly chat to them and the money was given back to the girl.

Gavin Jones, Matthew Lamb and John Wallbank – Ropewalk

Gavin, Matthew and John joined forces during an incident one November afternoon when an intoxicated man turned violent. They restrained him until the Police arrived, checked on the man who had been assaulted and swiftly dispersed the crowd who had gathered. The entire incident and arrest was captured on CCTV.

Clive Strange – Crown Glass

Clive was praised for his response to a call from a mobile phone shop manager who had noticed illicit images on a customer’s mobile phone. The Police were called and the man was arrested.

Patricia O’Mara – Old Square

Patricia’s quick thinking while on a security patrol prevented a shoplifter from making off with stolen goods from a department store.

David Evans – Doncaster Sheffield Airport

When a passenger on a flight took ill, Dave ensured the team were briefed on what to do until the paramedics arrived. The DSAL Airport Duty Manager commended Dave and his team for their support during a very difficult situation.

David Shaw and Stephen Hall – Hardshaw Centre

Many thanks to David and Stephen for helping a lady who had collapsed in one of the centre’s cafes and needed her inhaler. They used their First Aid training to make her more comfortable and called for medical help. The lady later sent a thank you card for their help.

David Floyd – Handforth Dean

David rushed to help after reports that a lady was attempting to commit suicide in a nearby car. He got her out of the car, put her in the recovery position and controlled the situation until the emergency services arrived.

Steven Travis and Raymond Squires – Arcades Shopping Centre

Steve and Ray bravely dealt with a gang of teenagers running amok in the shopping centre throwing bottles and armed with a knife. They calmed the situation down and removed the youths from the premises.

Alex Memory – Eccles

Alex was praised for his help after a break-in where a number of computer monitors were stolen. Keen-eyed Alex found a smashed computer monitor which the Police are interested in for fingerprints.

Richard Holmes and Majid Khan – Templars Square

Richard quickly called for help after spotting a distressed woman at the top level of the car park. Both himself and Majid calmly talked to her until help arrived.

Mike Taylor – Market Place Bolton

Mike and the security team were praised for their First Aid help and support after a man was seriously assaulted and injured outside the shopping centre. Fantastic work.

Service Excellence

Again we have a number of great nominations:

Stan Sinclair and Rob Hawkins – Gloucester Quays

The Store Manager of White Stuff wrote to thank Stan and Rob for responding quickly to their requests for help with a distressing situation involving a customer with complex mental health needs. They were praised for their empathy, calmness and reassurance. Well done both.

Security Team – Market Place

The team won praise for their help with a bubbly young lady with special needs who visits the shopping centre daily. She feels safe whilst in the centre and is touched that the security team go out of their way to make sure she safely gets her transport home. Great team work.

Paul Greenslade – Templars Square Shopping Centre

Paul was on a night shift when he spotted a man acting suspiciously around the centre and then breaking into one of the nearby flats. He immediately called the Police and kept monitoring the situation so he could lead them to where the man was hiding. A great example of an officer ensuring the safety of the centre and the local community.

James Blackburn – The Galleries

James was on duty when he heard water from inside a service lift. He reported it to the technical services manager who investigated and found a burst pipe in the plant room. If it had not been spotted so quickly, it would have caused thousands of pounds worth of damage. Great work James.

Iain Stevens and Dave Phillips – Market Place

Iain and Dave summoned all their mechanical skills to fix an elderly gentleman’s mobility scooter which had broken down at the mall. The man, who had been quite distressed because the scooter gave him his independence, was delighted with the results. He has been back since to tell them that the scooter has never worked as well!

The Galleries Security Team

Special thanks to the entire security team who have taken it in turns each day to patrol the centre in plain clothes. It has resulted in the detention of nine shoplifters and numerous deters. An outstanding act by the whole team on the floors and in the control room.

Alex Power – St Johns Shopping Centre

Praise goes to Alex who helped a family of four visiting Liverpool from Norway with their travel arrangements. By mistake, the family had booked the wrong train tickets to London and were set to lose the £250 cost. Alex stepped in to help, negotiated with the train company and changed the tickets at no extra cost. His support and compassion towards the family left a lasting impression on them and their visit to the centre, the people and the city of Liverpool.

Jeanette Richards – Maylords

Well done to Jeanette for her fabulous customer service skills and for her happy, caring nature. Several times a week – and for a number of years now – she assists a blind gentleman who visits the shopping centreto make sure he is OK. She always goes above and beyond.

Majid Khan – Templars Square

Majid was nominated after he helped a woman in a wheelchair who was having a serious panic attack. He stayed with her, calmed her down and helped to find the friend she had lost. Fantastic service excellence Majid.

Jane Hessel – Doncaster Sheffield Airport

Mrs Fiona Quirk contracted us after she received assistance from the team for her brain-damaged son. She said that she had not been on holiday for eight years due to concerns about getting her son through the airport processes. She praised our service and Jane for her fantastic manner with her son. They had such a positive experience that they are now confident in booking future family holidays – but only from Doncaster.

Daanyaal Maroof – Skydome

Daanyaal showed excellent customer service skills after stepping in to help support an Odeon manager who needed extra man-power to cope with a group of troublemakers in one of the screens.

Steve Mason – Riverside

Steve received excellent feedback from a confused customer who thought she had lost her car or that it had been stolen. Steve helped to search the car park and quickly found it for her.

Alistair Currie – Doncaster Sheffield Airport

Alistair helped a young lad flying home alone after a leg operation. When the boy was sick on himself, he was told he would not be able to fly. Alistair cleaned him up, helped him change his clothes and made sure he made the flight back home to his family in Ireland.

Martin Wain – Templars Square

Martin not only engages with his local community, he knows, supports and helps them too. Recently, he stepped in to make sure that an elderly local man got the medical help he needed after he became concerned about his failing health. The man later thanked Martin for his care and said he was getting the treatment he needed – all thanks to him.

Colleagues of Tomorrow

Do you know anyone who might be interested in working with us? Let us know and, if they are successful, we will reward you with £100.

‘Colleagues of Tomorrow’ is Westgrove’s ‘refer a friend’ scheme, which means that for every friend that you refer to us, and we recruit, we reward you with 100* to say thanks!

It’s just a great way of speaking to people interested in joining us and rewarding the colleagues who already work with us.

If you have someone in mind you think would be great for our business, please send an email to quoting ‘Colleagues of Tomorrow’.

*£100 is payable on completion of a 6-month probationary period.

Colleague Newsletter September 2018

Westgrove wins second aviation contract

Hot on the heels of being appointed the Cleaning and PRM provider for Doncaster Sheffield Airport, we are delighted to have won our second aviation contract.

We have been awarded the cleaning contract at Liverpool John Lennon Airport for the Air Traffic Control building.

The contract, which started in July, underlines our break into aviation and into what we believe will be another successful sector for the company.

It is also a great fit with our existing retail service provision Synergy by Westgrove, which takes our industry knowledge and packages it into a specialised service.

Liverpool John Lennon Airport opened in the 1930s and is now one of the UK’s busiest regional airports serving almost five million passengers every year.

It is part of The Peel Group, a leading infrastructure, transport and real estate investment company, who first became involved with the airport in 1997 and have since made significant investments in the business.

Passenger numbers have increased almost ten-fold since the mid-1990s, with the Airport moving from 20th to the 12th busiest airport in the UK. By 2030, the airport is expected to be handling 7.8 million passengers and there will be new terminal buildings and new permanent long-haul services.

Happy Birthday to Westgrove!

Yes, we are 20 years old this year! On 18thAugust it was 20 years since the start of our very first contract at Wolverhampton Wanderers Football Club when we had a team of six – including both Chairmen, Steve Fives and Simon Whittle!

A lot of time has passed since those early days and we now operate on over 100 sites across the UK with over 1000 colleagues delivering cleaning, security and now PRM at Doncaster Sheffield Airport.

Hear what it means to the Chairman in person by listening to this recent interview at Westgrove Head Office.

Super Colleagues

To celebrate the company’s 20thbirthday we are looking for 20 colleagues who consistently go the extra mile day in day out.

They are the ones that are super reliable, super helpful and super cheerful.

We are busy taking nominations at the moment and will be making the announcements later this month as part of our birthday celebrations.

Super Colleagues will also be VIP guests at our Annuals Awards Celebration in 2019. You can find out who the winners are in our next newsletter.

New website launched

Have you checked out our new website yet?

Packed with lots of new features, news and images our new look website also houses a section for colleagues to access key information and submit Reward & Recognition entries.

Discover more about Synergy by Westgrove, our unique package of industry knowledge which we have turned into a specialised service for our retail property clients.

Read about our fantastic Brand Ambassador Alex Staniforth and how we joined him in his successful mission to climb the highest point in all 100 UK counties.

Get in touch via the new Colleague Forum and let us know what you think of the new site.

Get in step for charity

We are proud of the work our Colleagues, Partners and Brand Ambassador Alex Staniforth do throughout the year to support good causes

So, we are especially delighted to announce a new partnership with Alder Hey Children’s Charity in Liverpool.

This incredible charity funds life-saving medical research into childhood conditions and raises vital funds to help make Alder Hey in the Park a world-class hospital for the 270,000 patients and families cared for every year.

The charity needs support for vital research, innovation and education and we can all help to do our bit.

To kick off our support we will be holding a company charity day later this year with a UK wide sponsored walk across our sites. Look out for more news soon!

If you would like to find out more about Alder Hey Children’s Charity, please click here.

Colleagues of Tomorrow

Do you know anyone who might be interested in working with us? You do? Then let us know and, if they are successful, we will reward you with £100.

‘Colleagues of Tomorrow’ is Westgrove’s ‘refer a friend’ scheme, which means that for every friend that you refer to us, and we recruit, we reward you with 100* to say thanks!

It’s just a great way of speaking to people interested in joining us and rewarding the colleagues who already work with us.

If you have someone in mind you think would be great for our business, please send an email to ‘Colleagues of Tomorrow’.

*£100 is payable on completion of a 6-month probationary period.

Our People – Reward and Recognition Quarter 2 Winners

Every quarter we receive lots of nominations for our R&R Awards but Quarter 2 has been unprecedented. There has been a great overall and some from sites that have never nominated before.

The overall results are amazing and we are delighted to announce 26 winners this quarter.

Site Manager of Quarter – Steven Allen, Haymarket Shopping Centre

Dual Service Manager Steven was instrumental in achieving the Westgrove Aspire Six-Star award for the Centre and gained ROSPA’s silver award for the second year running. He was part of the Green Initiative for his work to help reduce the Centre’s environmental impact, slashing power consumption by 35% and introducing the Lotus Pro chemical free cleaning system which has cut the team’s chemical use by 95%.

Colleague of the Quarter – Steve Brooks, Templars Square

Steve won this award for his quick thinking and outstanding performance. He has quickly extinguished deliberate fires potentially saving thousands of pounds in damages, saved a woman from attempted kidnap and stopped burglars and drug dealers with his excellent CCTV monitoring.

Team of the Quarter – Security Team, Spindles Town Square

The team have swiftly handled a number of situations including preventing violent shoplifters and vandals and calming a pregnant lady down who suddenly felt unwell.

They even rescued a diabetic woman drifting in and out of consciousness in a locked car, still in drive, after she experienced a hypoglycemic attack while driving. They called the police, kept traffic moving and the public away while she was rescued and taken to hospital.

Corporate Social Responsibility – 3 winners including:

Paul Ogden, CSE winner

Paul Ogden, Market Place

Well done to Paul on achieving the Learning Curve CACHE Level 2 certification in awareness of mental health problems and for helping other Westgrove Group colleagues through the programme, often in his own time.

Market Place Team

A big thanks to the Market Place team for all their hard work helping to organise an 8 mile Midnight Walk with 1,300 women in aid of the local hospice. The event is predicted to raise over £78k.

Samantha Lee, St John’s Shopping Centre, Liverpool

Thank you to Samantha for not only coming in on her day off to get the centre ready for our annual charity event One Great Day but also for volunteering to become the Zoe’s Place Baby Hospice’s big bear mascot and raising £1,000 for the charity.

Outstanding Act – 12 winners including:

Market Place Team, SCR winners

Rebecca Howarth, Crown Point

Security Officer Rebecca was on a night shift when she spotted a distressed woman standing in the middle of the motorway bridge and went to help. Over four hours, she talked to her, calmed her down and called for assistance. The woman has since been in touch with a thank you card and present for Rebecca. Fantastic work.

Stephen Campbell, The Lexicon

Stephen quickly stepped in to stop a known shoplifter who was behaving aggressively in a Boots store. Once restrained, a five-inch knife was found in the man’s pocket.

Gareth Watson, Walkden Town Centre

Gareth was on desk duty in the Control Room when he noticed a suspicious male walking through the centre. He monitored him and called the police when he spotted him pulling out a large kitchen knife. He immediately called the police who arrested the man.

James Ellery, Lion Yard

James was monitoring the CCTV when he saw a break-in of an empty unit. He guided the Police to the scene and the culprits were arrested.

Damon Pearson, Riverside

Well done to Damon for his initiative in setting up a site based induction booklet for all cleaning and security partners at Riverside. The booklets are now being used as a fantastic aid for inducting new colleagues to the team.

Paula West, Charles Warner, Mark Winnard, Dean Lloyd, Laurie Nicholson, Walkden Town Centre

The five colleagues worked together with armed Police to prevent a knife-wielding man from endangering lives after he was observed shoplifting from Tesco. They dealt with the situation in a very sensible and competent way.

Simon Kilkenny, Runcorn

Simon saved the life of a depressed man who was considering jumping from the top level of one of the car parks. He monitored his behaviour from the Control Room and called the Police and Ambulance when the man became increasingly distressed. The man later thanked him for his kindness.

Ben Lyons & David Harper, Barbican

In the early hours of one morning, Ben and David were alerted to an incident outside the site entrance where a man was assaulting a woman. They went to help the woman and kept her safe while the Police were called. They arrested the man.

Templars Square Team

The whole team swung into action after a fire broke out at the back of one of the stores. They tackled the fire and minimised the damage to stock while waiting for the Fire Brigade to arrive. Great work.

Brian Downing & Paul Pritchard, Concourse

Brian and Paul have dealt with a number of visitors to the centre with mental health issues and have prevented them injuring themselves. They have notified the relevant authorities and enabled the people to get the help and support that they need.

Stephen Campbell, Lee Markey and Kieran Morris, The Lexicon

We would like to thank Stephen, Lee and Kieran for their professionalism when dealing with a fatal road traffic accident earlier this year. They quickly took charge at the distressing scene, ensured the area was safe and gave First Aid to a casualty in a car that could have gone up in flames – all before the emergency services arrived. A highly professional team.

Darrin Stearn & Jonathon Watson, Lion Yard

Darrin rushed to help after he saw an elderly gentleman lose his balance and tumble backwards down the escalator in the Centre’s atrium. He worked with Jonathon and an off-duty paramedic to help the man and move members of the public away from the scene. The gentleman made a good recovery and later thanked both officers for their help.

Service Excellence – 8 winners

Lilian Henderson, Connect Administrator, Head Office

Many thanks to Lilian for her dedication, long hours and hard work during what has been a very busy period. She has been extremely helpful on the phone and resolved all pay queries in a timely manner.

VijayjoOdedra, Haymarket

Vijayjo is a valued and well-respected member of our team, constantly delivering a high level of service. We loved Vikayjo’s Health and Safety Register which is now an essential part of our monthly Health & Safety meetings.

Hollie Hendry, Runcorn

Hollie went above and beyond when she noticed an elderly gentleman on the mall looking confused. She helped him with his purchases, took him to a taxi and ensured he got home safely. He returned the next day to thank her for her kindness and patience.

Dean Lloyd, Charles Warner, Mark Winnard, Abdulali Mulla & Paula West – Walkden Town Centre

The team worked together to foil two aggressive shoplifters who had been regularly stealing thousands of pounds worth of stock from the Boots store. Both men were detained with a bag containing £350 of stolen goods and passed over to the Police.

Barry Burnham, Templars Square Shopping

Barry provided outstanding customer service to an elderly deaf man who had a plumbing issue in his flat close to the centre. Barry searched the Internet and sorted a plumber for him and, later, checked that the work had been done. A masterclass in caring for the local community.

PRM Team, Doncaster Airport

The Lourdes pilgrim flights are always a challenge for the airport due to the high numbers of passengers that require special assistance to board the flights. A lot of planning went into the latest operation where the PRM team loaded 36 wheelchair passengers on to the LDE flight. A further 7 Para-Olympians going out on another flight at the same time also required assistance. The passengers complimented the team on social media.

Templars Square Team

Big thanks to the team for stepping in to hand operate the car park after a fault in the entry/exit barrier threatened to put the car park out of action. They did this for 12 hours every day for three weeks and several members of the team even worked extra shifts to ensure there was no drop in coverage. A great effort.

Majid Khan, Templars Square

Majid’s language skills were of great benefit after an elderly Indian lady who couldn’t speak English fell and injured herself on the escalator. Majid calmed her down, contacted her family and stayed with her until her family arrived.  Majid can also speak Pashto and was able to converse with an elderly man who collapsed with chest pains while waiting for paramedics to arrive.

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