At a glance
- Sites: Cockburn Gateway Shopping Centre (Success) and Belmont Forum Shopping Centre (Cloverdale)
- Period: 2016–2026
- Size, each centre: About 12,000 m² of common area, more than 50,000 m² of leased space and 4,300 car bays
- Team: More than 35 directly employed staff at each centre
- Services: Cleaning and presentation, mall patrol, washrooms, events, car parks, waste, periodic and specialist works, customer service desk and concierge, maintenance
The challenge
When we took over both centres in 2016, centre management wanted presentation lifted and the site teams rebuilt. These are large, high-traffic centres that trade seven days a week, with thousands of car bays, busy food courts and washrooms, and a steady calendar of community events. Our job was to raise the standard quickly, then hold it every day.
What we did
- Rebuilt the team. We kept the people who were doing good work, then recruited and trained the rest to build a stable team at each centre.
- Took full responsibility for presentation. Daily presentation standards, daytime mall patrol, washroom servicing, event cleaning, car park sweeping and waste management were all run by our team to one standard.
- Kept specialist work in-house. High cleaning, pressure cleaning, strip and seal, washroom deep cleans and urinal cleaning were done by our own crews, not subcontractors, which kept quality and scheduling in our hands.
- Delivered more than cleaning. Our people staffed the customer service desk and concierge, and full-time maintenance staff handled day-to-day building upkeep. Centre management had one provider and one point of contact.
- Managed public liability risk. We introduced checkpoint tracking for cleaning rounds at both centres. Each round was time-stamped by location, which gave centre management evidence when a slip claim arrived.
- Kept the centres open through COVID-19. Both centres kept trading as essential retail, and our teams kept them clean throughout.
Results
- Ten years of continuous service across both centres, from 2016 to 2026.
- One provider for four services. Cleaning, mall patrol, customer service and maintenance were delivered by more than 70 Westralian staff under one management structure.
- Specialist work on our own schedule. Periodic and specialist cleaning was planned and delivered in-house, without waiting on subcontractors.
Read more about our shopping centre services and how we take over a site.