CASE STUDIES

We have built a considerable base of Hotel clients over many years, delivering service that our clients enjoy and fine tuning what we do to meet the particular needs of this industry. For our clients Hotels, we know that presentation is an important factor in retaining happy customers so our work has to be spotless. We also know that our work has to be completed without intruding into the visitors experience of the Hotel. It isn’t simply a case of commissioning a cleaning company based on locality or price. Spotless Service It seems an obvious statement to say that we do a great job of cleaning windows. Hotels are often centred around fantastic locations that really showcase the local area and its attractions. So the views that greet visitors through your windows are a big part of the enjoyment of being at your Hotel. The glasswork in your building is part of the experience of being your Guest, and all of our staff know how important it is to leave you with a fine result. At Astound we work hard to ensure that what we do stands up to any scrutiny. We use the best of equipment, with innovative technologies such as our Pure Water systems and Eco friendly cleaning materials to deliver a truly outstanding result. We also know that the weather is always a factor in cleaning your windows, so we even keep an eye on this for you and adjust our plans if need be. Discreet Professionalism We know that your Guests will not appreciate being disturbed during their stay nor be happy to see someone cleaning windows whilst they enjoy room service or a lunch in your Restaurant. So we understand how crucial it is that we organise ourselves around your schedule, and work quietly and effectively to do our job as discretely as possible. At Astound, we employ staff dedicated to the co-ordination and delivery of our services to ensure that we are professional and properly organised. We use an industry leading and innovative technology solution to pull together the work we do in organising our service with our clients, with the delivery of that service by our staff on site. Only Astound can provide you with real information about the performance of our service and give you the ability to sign off our work yourself in real time. Experience Matters We know that Hotel buildings have their own challenges, for instance that we may need to access windows via parts of the building that are in operation 24/7, and that Hotels are often tall enough that traditional approaches will not do. So when we need to carefully coordinate our efforts around your kitchen and reception activities, or organise for you (and often share the cost of) high access machinery, that added experience makes working with us a pleasant and stress-free experience. At Astound we plan out our jobs in advance and in consultation with our clients. We take into account all likely factors such as access, schedules, weather, road closures (sometimes needed for high access machinery) and any events taking place. All of this is offered with the convenience of monthly billing and assurance from a senior Astound executive. 

We are in a privileged position to be trusted by a number of Education clients, to maintain their schools throughout the year. We know that for many of these clients there are extra pressures on budget, and higher expectations of trust and professionalism. And as the cleaning often happens infrequently, outside of term time, the service needs to be truly brilliant. Here are some reasons why we feel we offer a genuine advantage to Education clients. Spotless Service We know that for many of our Education clients, the cost of service is a major consideration in selecting a Window Cleaning service. Pressure to stay within budget can be a driving force behind selecting a partner but value for money is also a significant consideration. As a client, you don't want to compromise on service, nor pay too much for the service you receive. At Astound we work hard to ensure that we are offering both a competitively priced service and one that offers great value. We not only benchmark ourselves against our peers to ensure we are attractively priced, we also work hard to gather feedback on our service to ensure our clients are happy with the service they receive. Discreet Professionalism We are very much aware of the specific needs of trust for service providers in the Education sector. For any workers attending site to clean windows or conduct maintenance, it is important to demonstrate trustworthiness and professionalism whilst on site, whilst staff are working and especially if students are also present. At Astound, we take the question of trust very seriously. All of our Window Cleaning staff attending Educational establishments are CRB checked as a matter of course. This information can be checked in advance if required. In addition, a senior member of the Astound team (often our MD) will conduct spot checks to ensure that we uphold high standards of professionalism and service. Experience Matters All of our clients, regardless of sector, expect a brilliant service. For Education clients, we know that you may only have the budget and opportunity for one clean per year. This means one thing: extra dirty windows. We know this before we arrive, so we are prepared to give the window cleaning an extra effort. We will even clean them twice if they need it, all as part of the service. As Education premises are often substantial in size, our approach to cleaning needs to be highly organised. We arrive on site, fully prepared for each booking. The booking starts with a site meeting for our team to coordinate our work for the day. All work is reviewed with the client before sign-off. Bookings can be made well in advance and also timed for Student holidays to minimise disruption. 

Lancing College is an independent boarding and day school for boys and girls aged 13-18, originally founded in 1848. The college possesses some of the most striking buildings of any school in the country. The school buildings and boarding houses are positioned around two main quadrangles and the landmark chapel building. The college is divided up into nine houses, each house resident to between 30 and 80 pupils. As well as the historic halls and teaching rooms, new facilities include an art school with large studios, a contemporary sports centre with a sports hall, a swimming pool, fitness suite and dance studio/fencing salle. The project We have been carrying out window cleaning to the exterior of the college buildings for 5 years. It is important to the college that the window cleaning is completed within the allocated times, with minimal disruption, respecting the historic fabric of the building. In 2014, we were asked to tender for the interior window cleaning.  Duration: 4 days, Bi-annually

We have all of the equipment and expertise to clean and maintain your buildings gutters, which will in the long run help to keep your windows even cleaner. Spotless Service With all of the required equipment on hand to clean windows in even the tallest buildings, it makes sense that we also offer a gutter cleaning service. This is especially true when you consider that clogged gutters can be a significant cause of dirty windows in business buildings. So for larger buildings we recommend at least checking your gutters as part of regular window cleaning - avoiding our hard work (and your expense) being undone on the first heavy rainfall. When gutters stop working efficiently, the overflow not only has the potential to soak the windows underneath them but also to carry much of the dirt and debris down with them, making the effect on your windows even dirtier than the natural accumulation of dirt over a normal year. Discreet Professionalism We find all kinds of material when cleaning gutters, not just the leaves and birds nests that you may expect but litter that seems unlikely to reach such heights. One common problem with gutters is plant growth. Not only can plants seed in gutters, or creep into them from brickwork, but they can create substantial root or branch systems. This makes gutter cleaning not just an issue of cleanliness but of the buildings maintenance; the weight from that plant growth can cause strain on (and eventually failure of) gutter fixings. We always ensure that when cleaning gutters, we do a good job that will last for a season. We also ensure that we do it discreetly and professionally, to spare any blushes that may come from removing the contents. Experience Matters Regular maintenance is the key to good gutter operation, so we always encourage our clients to book a regular clean. For most clients this is an annual process though for some particular businesses, or locations, this may be biennial or quarterly. Either way, we make sure that we make a booking reminder on your behalf to have the process completed again when necessary. Our staff are very experienced in this messy job and benefit from the equipment, training and technology to make that job considerably easier. We invest in these people and systems in order to always deliver an excellent result, whatever the weather!

Astound Facilities have a long standing, successful working relationship with Westerns Sussex NHS Trust. We were very pleased to be considered for the East Wing Guttering Tender in 2010. Due to our extensive site knowledge, competitive and comprehensive submission we were delighted to be awarded the contract. “They exceeded the expectations of our health and safety” Upon contract award Astound provided the Trust with a project file containing comprehensive method statements, risk assessments, COSHH data sheets, material safety data sheets and contractors liability insurance details for Astound Facilities Ltd and sub contractors managed by Astound during the project period.Astound required written authorisation from the Trust project team that the information provided was in accordance with Trust procedures and complied with internal health and safety regulations in order to proceed with the planned project. 

The grade 2 listed Mercure Brighton Hotel was built in 1864 and is a landmark building situated on Brighton’s busy seafront. Directly overlooking the beach, the building is constantly subject to the full force of the prevailing south westerly weather patterns. It’s important for the hotel’s high quality brand and image that the exterior is well maintained. The hotel is busy all year round with tourists and business functions, alongside weddings and conferences – so it’s crucial that any renovations do not disrupt the day to day activities of the hotel. The project Duration: 5 weeks, December - February 2014 Works included: Replacement of rainwater downpipes Replacing leading on roof at fifth floor level Replacing patent glazed screen at sixth floor level Cleaning and renovating a listed archway with ornate stucco work Challenges The Mercure hotel is a busy hotel and it was essential that ‘business as usual’ was maintained throughout the refurbishments. We organised our activities around the hotel’s schedule while also ensuring that disruption was kept to a minimum for nearby residential properties. Listed ornate archway The listed ornate archway has not been painted for some time – partly because of the difficulties with access and the challenges of the detailed repairs required. The archway renovation team were also working in close proximity to residents’ houses either side of the small mews. We needed to gain high level access without encroaching or blocking the fire escapes. The existing substrate, had to be thoroughly cleaned, raking out cracks and joints and removing loose render before repair work could begin. The existing paint finishes and colours were matched and we secured approval from the local conservation officer before proceeding. High level access to roofs This work was carried out in one of our worst winters, with high winds and rain regularly interrupting activities. We scheduled cherry pickers around ‘windows’ in the weather to optmise their use and reduce the risk of cancellation fees. Solutions The site supervisor discussed the approach agreed with the conservation officer with all stakeholders. Neighbouring properties and the mews residents were consulted about the scheduled works and the site supervisor made regular checks to make sure the mews residents were happy with the progress and care taken to mitigate disruption. We repaired all cracks/spalls using a proprietary cement-based external grade render repair system. We patch-painted a small area to match the existing finish. Once approved by the conservation officer, we applied one mist and two full coats of water based, high performance matt finish masonry coating that carries BBA certification. We obtained all the necessary licenses to carry out the work and regularly liaised with the local conservation officer, hotel management and nearby residents throughout the works.

The Company Sensible Property Management is a property management company specialising in block and estate leasehold management. The company was established as an alternative to other block management companies who appear to overcharge for services in the area. Taking a simple, transparent approach to block management services, the company aims to put their clients in charge. SPM manages several blocks in Eastbourne, Bexhill, Hastings, and the surrounding area. One area that stands out is the choice of contractors who perform maintenance services. Many block management companies will accept inflated fees since they simply pass these on – at a premium – to their clients. SPM’s view is that contractors should charge a fair price for good work. Contract Renewal Mark Greenwood at Sensible Property Management was looking for a new contractor for window cleaning. He needed to find a company with the right liability insurance in place, an excellent health and safety approach and record, a strong attitude towards customer service, and of course, they should be asking a fair price. Astound Facilities called Mark at this time and provided an attractive quotation for the window cleaning services to be offered. They also asked whether there was a requirement for any other maintenance services and duly provided a combined quotation for window cleaning, interior cleaning, and gardening. "Three-in-one services provided by Astound worked out to be much more cost-effective than using three different contractors," said Mark. “Astound goes the extra mile to keep customers happy” Standing Out Mark comments that “Astound stood out because of their attitude towards customer service. They not only do a good job, but also have someone to come in to check on the work that has been carried out.” Having just one point of contact for all three services also helps to make Mark’s job easier. “They’re also quick and efficient with all the administration.” “Most important? Making us look good in the eyes of our clients” Work In Practice Any contractor for SPM needs to be consistent, do a good job, and not let SPM down. Mark said that Astound “goes the extra mile to keep customers happy.” With many tenants being elderly, this is particularly important, as some flexibility is often required to keep them happy. According to Mark, the most important thing is for the contractors to make SPM look good in the eyes of their clients. SPM aims to provide excellent service at a fair price, and Astound is part of that service. We deliver precision cleaning, including an organised spring cleaning programme: Hard floor maintenance programme Carpet cleaning maintenance, including spot cleaning Telephone sanitising each week Dusting and wipe down Wall washing and redecorating if necessary Blitz cleaning before and after launch functions Cladding cleaning Jet washing to car parks Heated window and frame cleaning Supplies management Agreed cleaning programme Regular weekly quality control visits working with the cleaners Regular meetings with account manager

Chandlers is the name for BMW in Sussex. With discerning clients who expect and are used to the highest levels of service, a clean, fresh and tidy environment is an absolute must. In addition, the Brighton site is the headquarters for the group, which covers five locations. This site, which houses offices, showrooms and service bays, accomodates 110 staff, whose main focus is to provide excellent customer service across all areas. Astound Specialist Services has been providing cleaning services for over fifteen years. Margaret Hilton, the Personnel Administrator, has been very impressed with the company and commented “ We have tried and been working with a number of cleaning companies over the years, but communication generally proved to be a significant problem. Astound Specialist Services speak our language in every aspect and fully understand the requirements involved. ” “Any problems... Astound are there right away” Cleaning starts well before the start of the business day, with the job finished by 7am. Five days a week, Astound Specialist Services staff clean the showrooms for both BMW and the separate Mini building, plus all the office space. Being the headquarters, the Brighton site houses office services for the whole group. Margaret arrives early at the dealership, towards the end of Astound’s shift. This means that she can quickly assess the quality of the work done if she wishes, and ensure that no element was missed. Astound Specialist Services are always on hand to resolve and deal with any additional needs that might have arisen. Being impressed with the quality of service provided by Astound Specialist Services, Chandlers are looking in to taking advantage of their expanding range of services. A demonstration of window cleaning services has already been booked, supported by a very competitive quote. They’re also looking at taking Astound’s Specialist Services across the entire Chandler’s group. “Astound Facilities are a very professional company” Astound Specialist Services is a complete solution from defining your company’s specialist service needs with a personal consultation through to being your ongoing facilities partner. We pride ourselves on our excellent communications, specialist multifaceted knowledge, exceeding our customers’ expectations, hands on partner relationship approach and unrivalled professional level of service with the Astound Standard guaranteed. “Great communication skills” We deliver precision cleaning including an organised spring cleaning programme: Hard floor maintenance programme Carpet cleaning maintenance inc. spot cleaning Telephone sanitising each week Dusting and wipe down Wall washing and redecorating if necessary Blitz cleaning before and after launch functions Cladding cleaning Jet washing to carparks Heated window and frame cleaning Supplies management Agreed cleaning programme Regular weekly quality control visits working with the cleaners Regular meetings with account manager

The Scope Nicola Whitnall, Site Manager for the University of Brighton’s Eastbourne campus has fifteen buildings to manage. They are scattered around the area, and range in style from period properties dating back to the 1800s through to buildings from the mid 1900s. Three thousand staff, students and members of the public use the facilities daily. In terms of window cleaning, Nicola says “these are not always the easiest to access. Some of the older properties have ‘penny stamp’ windows which need to be handled with care”. Though the buildings are no more than three stories high, some windows are beyond the reach for traditional ladder cleaning. In addition, some of the roof aspects make a number of windows particularly difficult to reach. Without the budget for cleaning using scaffolding, some windows used not to get cleaned. With the advent of pole cleaning it has become practical and cost-effective to clean all windows. “I was particularly pleased with the minimal amount of management required from our end” The Work Nicola needed to get the campus’ windows cleaned inside and out. She approached several suppliers, looking for a contractor who could get the job done with minimal inconvenience, and who offered high access pole cleaning services. Window cleaning is done as and when funds are available, and, as a public institution, the most cost-effective service would win the work. Astound Cleaning came in with the most attractive offer and work commenced at the agreed time. The Results Astound did the work professionally, with high quality and in good time. “Astound’s customer service was excellent, dealing with any concerns very skilfully and effectively” said Nicola. Health and safety is always a concern, not only for the contractors but also to avoid having to deal with an accident. Astound’s people worked safely and made sure the work was carried out with the minimum disruption. Nicola commented “I was particularly pleased with the minimal amount of management required from our end”. “Overall I’m completely satisfied with the work carried out, and will certainly be in touch with Astound next time we need window cleaning”. “I was particularly pleased with the minimal amount of management required from our end” We deliver precision cleaning including an organised spring cleaning programme: Hard floor maintenance programme Carpet cleaning maintenance inc. spot cleaning Telephone sanitising each week Dusting and wipe down Wall washing and redecorating if neccessary Blitz cleaning before and after launch functions Cladding cleaning Jet washing to carparks Heated window and frame cleaning Supplies management Agreed cleaning programme Regular weekly quality control visits working with the cleaners Regular meetings with account manager “Professional, high quality service with excellent customer relationship”