Case Study: The Arts Theatre
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Building Trust, Stability and Consistency in a High-Pressure Environment
In October 2019, Trinity Harper Cleaning Ltd took over the cleaning contract at The Arts Theatre (formerly Cambridge Arts Theatre).
At the time, there was no cleaning team in place. The client had become so dissatisfied with the previous provider that they chose not to retain any of the existing staff. We were starting from scratch.
We built a new team of three dedicated cleaners — all of whom are still at the theatre more than six years later. Today, the relationship is strong, stable and built on mutual trust.
Navigating Unprecedented Challenges
Shortly after mobilisation, the Covid-19 pandemic brought the live events industry to a standstill. As performances returned under strict government guidance, we adapted quickly.
- Implemented fogging between shows
- Worked within operational “bubble” systems
- Adjusted rotas in line with evolving restrictions
- Maintained safety without disrupting performances
The theatre environment is fast-paced and unpredictable, and flexibility is critical.
Ongoing Operational Challenges
Pantomime Season
From November through January, the theatre runs performances seven days a week, including bank holidays (excluding Christmas Day). Since taking over the contract, we have delivered this schedule every year without disruption.
Emergency Call-Outs
Weekend shows often mean late finishes. On multiple occasions, we’ve responded to emergency call-outs after 18:00 — arriving within 30 minutes to manage body fluid clean-ups and urgent washroom deep cleans.
Last-Minute Schedule Changes
Additional performances and schedule amendments often come at short notice. Our team consistently adapts and delivers without fail.
Post-Refit Sparkle & Builders Clean
Following a major refurbishment, we were given just three days to complete a full sparkle and builders clean ahead of the grand reopening — only two days after works concluded. With support from our mobile team, we completed the project with a day to spare.
Improvements We Introduced
From day one, we focused on raising standards and creating structure.
Eco-Conscious Working Practices
- Switched to certified green cleaning products
- Introduced a microfiber cloth system
- Implemented waste segregation processes
Real-Time Reporting & Accountability
- Mobile clock-in and clock-out system for improved punctuality
- Performance tracking via digital reporting
- Monthly review reports highlighting areas for development
Structured Cleaning & Training Plans
- Area-specific daily cleaning schedules
- Detailed RAMS for every task
- Individual training plans driven by monthly quality audits
Staff Incentives & Retention
We believe service quality begins with valuing our people.
- Birthday cards
- High Performer of the Month awards
- Quarterly attendance awards
- Seasonal appreciation gifts
- Real Living Wage pay — and above
Results & Measurable Impact
The transformation has been significant:
| KPI | Before Trinity Harper | With Trinity Harper |
|---|---|---|
| Employee Satisfaction | 30% | 97% |
| Sick Leave (avg/month) | 14 days | 1 day |
| Cleaning Issues Reported | 20 per month | 1 per month |
| Client Event Complaints | 60 in 3 months | 1 in 3 months |
| Missed Cleans During Panto | 4 | 0 |
A Long-Term Partnership
The Arts Theatre operates in a high-profile, high-pressure setting where presentation, hygiene and responsiveness are non-negotiable. Our role is to ensure the environment supports the performances — quietly, reliably and without disruption.
More than six years on, we remain embedded in the rhythm of the theatre. The same core team continues to deliver consistently high standards, proving that when people are supported properly, service excellence follows.
If you operate a high-traffic venue, performance space or complex commercial environment and need cleaning you can depend on, we’d be pleased to discuss how we can support you.