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Connaught is on the right track at Heathrow
Project: Train and station cleaning
Client: Heathrow Express
Location: Heathrow Airport
Duration: 4 years
Value: £5m
Challenge
The secret of providing excellent support services at a major transport hub is to make sure users not only have a journey without disruption, but also enjoy the experience.
This was the challenge for Connaught’s cleaning contract at the new, high profile Heathrow Terminal 5 extension where the operation includes the station terminal accommodating the heavy rail service of Heathrow Express as well as the LUL services of the Piccadilly line to Terminal 5.
Solution
Connaught cleans all the Heathrow Express stations at Heathrow Central, Terminal 4 and Terminal 5, as well as trains during service hours. Our success is based on growing a strategic partnership with Heathrow Express by aligning their core values of people, quality, safety and training. A consistent team that boasts 37 years of knowledge and management experience has helped them to deliver new technology and improve service delivery.
Ninety five employees are responsible for the 24/7 operation. This covers all stations including escalators, travelators, trackside cleaning and high level works. Whilst everyone on the team is technically proficient, additional care is taken to give passengers on the Heathrow Express a positive customer experience.
Outcome
Trains are cleaned and turned around 72 times a day, within a seven minute rotation time at Terminal 5 and 15 minutes at Paddington. The Connect train is cleaned 36 times a day within 11 minutes at Terminal 4.
Richard Porter, Heathrow Express Project Manager for Terminal 5 says:
“Throughout the design and build of the station, Connaught has been involved in ensuring that materials used can be easily cleaned and maintained. Connaught does all this with a high quality service at a competitive price to Heathrow Express. I believe this is quite a unique situation where the thoughts and views of the maintainer have been incorporated into the build and design at an early stage and demonstrates the benefits of working in partnership when taking on such a high profile station.”
