From 1st April 2026, we will bring our cleaning service contract in-house to make it more flexible and responsive to customer feedback.
With the new service comes a new role of Service Quality Engagement Officer. Laura, who has moved from our Independent Living team, will have a dedicated role focussed on listening to customers and improving standards.
Laura says:
“We know clean, well-maintained communal areas are very important to our customers. In the first weeks of my new role, I’ll be spending time talking to customers to understand what matters most to them and to show that we are listening and acting on their views. Customers will be able to have a say in how we run the service.”
Three GCH customers have joined the project group to help shape the in-house service and ensure it delivers what customers want. Valerie Dickerson and Lucy Davey from Matson and Carol Payne from Podsmead will represent GCH customers on the group.
“We want to bring our neighbours’ and residents’ voices forward to tell GCH how we want the money we pay in service charges to be spent,” says Valerie. “We have identified areas in our blocks and communal gardens where we’d like to see improvement. Joining the working group is a more constructive way to bring about change.”
Estates Manager Joe said:
“No-one knows and loves our communities like GCH. Our new cleaning operatives will join our existing PropertyCare team, which means we can be much more flexible and responsive to customers. Instead of referring requests or concerns to an external contractor, we will be able to quickly rectify any issues. Any savings on the cost of the contract will be reinvested in our homes and services.”
The move reflects our commitment to investing in local services and communities, building on the successful decision to bring grounds maintenance in-house in 2023. The PropertyCare cleaning team will be responsible for cleaning GCH sites across Gloucester, including general needs blocks, Independent Living schemes and temporary accommodation, helping to ensure consistent standards and a more responsive service for customers.