Royal Albert Hall Facilities Management

Royal Albert Hall

“Neller Davies went above and beyond what I would expect from a consultancy team.

They worked as real partners, gaining a deep understanding of the organisation and our ethos to ensure our highly bespoke requirements were fully met.

They were a pleasure to work with too.”

Amanda Squires, Director of Building and Operations

The Scope

World famous arts and entertainment venue in London

300,000 ft

Over 380 events per year in the auditorium and hundreds more in other rooms

Multiple performances in one day

The Brief

Cleaning services procurement

Benchmarking & affordability testing

Transformation from in-house to outsourced model

The Outcomes

30% efficiency achieved in first round outsourcing

Through pre-costing helped to convince trustees to change approach

Change from day to night cleaning regime

Improved guest experience

Follow-up re-procurement programme

For many years the Hall had been cleaned mostly by an in-house team.  Over the years levels of productivity dropped as did the customer experience, the Hall realised that cleaning was not their core business.  Neller Davies initially worked with the Hall to develop a strategic case for change to an outsourced model.  Working with the CEO, Director of Operations and the trustees the case was accepted and a procurement programme was run which included specification development, evaluation, presentation, legal review and support with implementation.  Neller Davies was invited to repeat the procurement after five years whereupon a replacement provider was appointed.