Client Feedback

"The Elite team has consistently delivered an efficient, cost effective service. I would not hesitate to highly recommend their service to any future clients."

Andrew Davies
Head of Marketing & Commercial Operations
ITC Security



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ABOUT ELITE

Elite Support Services provides a range of complimentary Facilities Management services to professional organisations

We are committed to developing the very highest standards of service delivery together with innovation by developing strong value added client partnering solutions within a commercial framework and "open book" arrangement. Depending on the volume business we share any cost efficiencies and all innovation benefits that can be achieved practicably.

Our partnering approach extends throughout the organisation, and all members of our service teams are encouraged and supported in achieving their job responsibilities, as well as their personal development goals.

As the company has developed and expanded, we have been able to build up solid practical work solutions, alternative productivity methods and associated best practice benefits in the range of our core commercial services. These include primarily contract cleaning, clinical data centre environments, desktop & telephone equipment, specialist & builders cleaning as well as Reach & Wash Window Cleaning, Gutter Cleaning, Waste Water & Jetting, Mini-Moves and a complete range of facilities related support services. For simplicity and ease of communication, the company is known as Elite™.

We are accredited to recognised industry bodies such as Living Wage Foundation, British Institute of Cleaning Science [BICSc], United Kingdom Cleaning Professionals Academy Service [UKCPAS], Investor in People, Safe Contractor, CHAS, CIFM and also full accreditation to ISO Integrated Management System encompassing ISO 9001 2008 Quality, ISO 14001 2004 Environmental and OHSAS 18001 2007 Health & Safety.

Our Corporate Social Responsibility

Elite Support Services takes Corporate Social Responsibility very seriously. Our continually expanding policy encompasses three key areas - Environment, Community and Work Safety.

Environment
Elite understands well the current environmental issues and the role that businesses play within this highly topical issue. We are proud to hold ISO 14001: 2004 Environmental Management certification which focuses on the following key issues:

  • Developing an environmental policy and workplace charter
  • Identifying environmental aspects and impacts
  • Introducing practical workplace recycling and energy saving solutions
  • Implementing means to control and mitigate environmental risk
  • Measuring effectiveness of the EMS and making ongoing improvements

For further information on our Environmental Policy click here.

Community
Elite is proud to be an active member of the Heart of the City Corporate Social Responsibility Programme and has itself participated in community projects involving all our employees. We are totally committed to staff retention and we see the benefits of engaging in our community projects as a rewarding dimension for all concerned.

Our employee development and community programmes are examples of this, where we have been responsible for helping our service teams successfully gain certification from the British Industry of Cleaning Science together with sponsorship of an East End charity working with all sections of the community.

We have also been involved in several other community projects including:

  • Sponsoring a local college to design corporate artwork
  • Assisting a football team financially in a country where a large number of our employees originate
  • Local participation in the New Docklands Trust & DVA – Bright Futures undertaking a range of social support and development projects

We operate a Tier-One Management process allowing ease of communication between varying levels of staff responsibility. This allows our employees to easily communicate any issues or feedback directly to the appropriate contact – whether that person is an operations manager or the company CEO. We believe this flexible management process benefits our employees and creates an excellent and committed working environment.

Work Safety
Elite holds OHSAS 18001: 2007 Health & Safety certification as well as having a full-time NEBOSH Health & Safety Manager employed. This combination ensures occupational health and safety management is professionally delivered consistently.

We operate a robust Occupational Health and Safety System and we are delighted to have recently celebrated 1.5 million accident & incident free hours working on clients’ sites.

  • Creation of a Health and Safety Policy
  • Formalised control systems and monitoring processes
  • Appreciation of H&S issues and their potential impacts
  • Communication of policy and approach to staff and stakeholders
  • Objectives and targets setting
  • Compliance with relevant legislation

Our Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0845 3380 384 or write to us at Elite Support Services [London] Limited, 2nd Floor 80 Eastway London E9 5JH or email us at info@elitess.co.uk

We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929.