Page 1

2 0 1 3

Hands Up If You Need Event Services’ Support

Inside this issue... • Event Services now available • New wins this Spring • Birthday Celebrations with IIP Award

• CLIC Sargent nominated charity 2013 • IOD Family Business Director Win • OHSAS 18001 Certification Confirmed




Welcome to the Spring 2013 issue of Service Link, our customer magazine, whose aim is to keep you up to date with developments within Robinson Services.

Inside this issue you can read our ever-growing list of prestigious new contract wins such as the contract for the CastleCourt Shopping Centre in Belfast and The Kyle Shopping Centre in Ayr, Scotland and also read how our hard work at other recently won contracts such as The Giant's Causeway Visitors Centre have not gone unnoticed.

Our successful E-Learning initiative continues to strive forward as our Buttercrane Centre Team have recently completed the training modules necessary for this Health and Safety Programme, and Robinson Services has also switched to an innovative cloud computing system with the help of Leaf IT Solutions Company. We are also proud to announce that Robinson Services has been recognised as an Investor In People for over ten years; confirming our belief that employing the best people determines our abilities to build long-term partnerships with customers and engage our employees. I need to take a moment to pay a personal tribute to my father James Robinson who was the inspiration behind Robinson Services at its inception and I want to dedicate the IOD Family Business Director of the Year Award that I received recently to him – further details enclosed. Finally – we at Robinson Services would like to proudly announce our support for several worthwhile charities; The Prince's Trust 'Boss in the Brig' initiative and for our Nominated Charity of 2013 - CLIC Sargent - the UK’s leading cancer charity for children and young people. Read all about their fantastic work in this issue of Service Link. I trust 2013 is treating you well and that you have a fantastic summer. David J Robinson, Managing Director


Robinson Services are awarded OHSAS 18001 Health and Safety Certification Robinson Services are proud to announce that the company has been awarded OHSAS 18001 certification after successfully completing Stage 1 and Stage 2 18001 audits. OHSAS 18001 is an internationally recognised standard for health and safety management and certification of the standard demonstrates that the organisation has considered how they will identify, manage and control health and safety risks. Shauna O’Boyle, Health and Safety Manager at Robinson Services commented: "Months of hard work have gone into ensuring that Robinson Services fulfilled the requirements set by the OHSAS 18001, and all of our Operations Managers and Area Supervisors are to be highly commended for going the extra mile to reach our objectives. Across the Hygiene, Cleaning, Laundry and Security divisions of the company, you can see how Robinson services have integrated OHSAS 18001 with ISO 9001 and ISO 14001 standards which have been achieved in previous years. The new standard is based on the 'plan - do - check - act' management process, and it has been designed to be compatible with ISO 9001 and ISO 14001 standards.”

Birthday Celebrations at Robinson Services as we are recognised as an Investor in People for over 10 years! Robinson Services are delighted to announce that they have received a certificate celebrating that the company has been recognised as an Investor in People for over 10 years! Robinson Services joins a select group of organisations that have achieved this significant milestone which brings with it the benefit of successive Investors in People reviews. Gillian Robinson, Human Resources Director at Robinson Services commented: “Robinson Services have built our business through the belief that employing the best people determines our abilities to build long-term partnerships with customers and engage our employees – the key to our business success. We have always invested in the development of our key people ensuring they have the skills, knowledge and ‘can do’ attitudes. The recognition that Robinsons Services is an Investor in People for over 10 years is proof that our people are our key resource – always have been and always will be as we continue to recognise that “It’s Our Business to Support Yours.” Brenda Mallon of Investors in People Northern Ireland commented: “This is a fantastic achievement demonstrating an ongoing dedication to people and a commitment to continuous business improvement. Robinson Services is one of Investors in People’s most valued and experienced customers and has been on a remarkable journey so therefore can be really proud of their achievement. I would like to congratulate Robinson Services on the superb achievement of working with Investors in People for over 10 years and look forward to a long and fruitful relationship over many years to come.”

Delighted to have you on board... As we continue to offer excellent value for money and awardwinning service the wins just keep on coming.

The Wins just keep on coming across all Divisions of Robinson Services

The contract wins continue at Robinson Services across all divisions of company with the successful acquisition of the Security Contract at Copeland Engineering, a manufacturing company based in Cookstown. The Laundry Contract at The Ramada Encore Hotel in the Cathedral Quarter of Belfast, the Cleaning Contract for Teleperformance Call Centres in The Quays Shopping Centre in Newry and the extension of the contract for Ballymena town centre CCTV for another year. These contracts were won following extremely competitive tender processes and go to show that Robinson Services is the Service Provider of choice for so many prestigious companies. Copeland is a division of the American company Emerson Climate Technologies who are the world’s leading provider of heating, ventilation, air conditioning, and refrigeration solutions for residential, industrial, and commercial applications. The Ramada Encore Hotel has 165 bedrooms for which Robinson Services will be supplying the linen and table linen for the restaurant. Whilst winning this as a new contract, Robinson Services has also successfully retained its sister hotel, the Holiday Inn at Junction One, carrying out the same services. Stephen Wood, Regional Manager NI at Robinson Services, commented: "These contract wins add to the already impressive portfolio of clients that we have at Robinson Services. Across all divisions we are proving a high quality of service, dedication and hard work. We will continue to grow our business throughout the UK and further expand the business outside our Northern Ireland base."

Robinson Services Provide Cleaning Services at the heart of Belfast in CastleCourt Shopping Centre The contract wins continue at Robinson Services with the success of the tender for the 3 year contract, with an option to extend, to provide cleaning services, washroom and hygiene products, window and high level cleaning for The CastleCourt Shopping Centre in Belfast, one of Northern Ireland's largest shopping centres. Stephen Wood, Regional Manager NI at Robinson Services commented: “This contract is proof of a thorough and comprehensive tender process, quality of service, excellent staff retention, exemplary levels of customer service and an illustration of continued value for money quality services in difficult trading circumstances. The contract which sees Robinson Services responsible for the cleaning of the centre, surrounding open spaces and bathrooms, will be employing 29 members of staff, and shows once again that our exceptional levels of care and service are being recognised by both new clients and renewing clients alike.”

Robinson Services adds to its portfolio of Scottish Shopping Centres with the contract win for The Kyle Shopping Centre Robinson Services are delighted to announce that we have successfully been awarded the Security, Cleaning and External Maintenance Services, and Mechanical and Electrical contracts at The Kyle Shopping Centre, in the tranquil town of Ayr in Scotland. Gareth Lester, Robinson Services Regional Manager GB, commented: “An agreed PPM schedule has been put in place with The Kyle Shopping Centre based on stringent, budget constraints yet still delivering an exceptional level of service. We originally won the tender for the Mechanical and Electrical contract, which represented the company's first stand alone Mechanical and Electrical contract, to add to the numerous Mechanical and Electrical contracts that they have already at our other schemes. Having successfully delivered this contract on service and on budget we have now been awarded the additional contracts for the Security, Cleaning and External Maintenance services, which has increased our portfolio of shopping centres in Scotland with further opportunities in the pipeline; so watch this space."

Event Services Robinson Services, the “One Stop Shop” to the event industry, providing a range of services to ensure the smooth operation and success of any event.

We specialise in Events Security, and have highly experienced management who have covered some of the largest events in the UK. At every stage of your event, Robinson Services can provide support, including site layout, risk assessment, event setup, traffic management, door security, bag searches, incident and stewarding. Our events management know that no two events are the same, so as a quality service provider we always work in partnership with our clients to develop a bespoke tailored solution that is based on an analysis of our clients’ actual needs and a considered understanding of the service objectives. This understanding starts with our first site visit and is refined during the event mobilisation stage, when we carry out our key needs analysis. We make it a priority to have a thorough understanding of our customer and their marketplace ensuring that any event service operation we provide is tailored to their explicit requirement. The approach and methodology of our event service management is to work jointly in partnership with our customers to develop effective solution ensuring that Robinson Services: •

Understand and agree effective measures for your event specific requirements

Jointly develop a fully managed service solution

Deliver the service as per agreed solution

Exceed expectations

The Robinson team will continually review the operation plan that has been developed by our skilled and experienced events industry professionals, to ensure that it is tested, agreed and signed off by the client, and any appropriate multi agencies, prior to the start of the event. Our experience at previous events has demonstrated that when each element of our welltested plan is delivered, it has a positive impact on the on-time implementation and success of the event.

The multi award winning Robinson Services is one of the local fastest growing, most forward thinking facilities management led businesses. Whether you’re holding a concert, corporate event, sporting competition, conference or public meeting, it is essential to ensure that all your visitors enjoy a memorable experience in a safe, ordered and welcoming environment. As a recognised market leader, Robinson Services has the expertise to provide personnel to help manage and secure events, whatever their size. From highly-trained safety stewards, front-of-stage pit crews, ticket collection personnel, traffic management and Robinson Services covers every ‘hands-on’ role.

Our services include: • • • • • • • • •

SIA Licensed Door Supervisors SIA Licensed Security Officers Safety Stewarding Crowd Management Security Response Teams Car Park Marshals Turnstile Operators Mobile Patrols Ancillary Services bespoke to each individual event

We can provide extra support staff to help you during the running of your event. From cleaning staff to hygiene services, litter picking to mechanical sweeping, runners to porters and office to admin support. All our staff are experienced within the event industry. No matter what the size of the occasion, we can provide event stewards who will ensure the safety at your event. Crowd control and organisation is a major concern at some events and we can help you to protect your customers and ensure smooth-running at all times. Call us to find out how we can help you with your next event and we will go that extra step to provide security and reassurance. For more information contact us on 028 9442 9717 or email

David Robinson wins Family Business Director of the Year at the Northern Ireland IOD Awards Robinson Services are delighted to announce that David Robinson, Managing Director of Robinson Services has won the award for Family Business Director of the Year at the Northern Ireland Institute of Directors awards held recently in the Merchant Hotel Belfast. Entrants for this award were all directors in second-generation or more family businesses who have responded to the specific challenges that face directors in such well established family firms, and David Robinson fought off some very stiff competition to emerge the winner of this prestigious award. David Robinson, Managing Director at Robinson Services, commented; "I am extremely delighted and pleasantly surprised to have won the award for the Institute of Directors Family Business Director of the Year. I would like to dedicate the award to my father, Jim Robinson, who established Robinson Services over 40 years ago, and whose hard work and vision has made the company what it is today, Dad still pays us the occasional visit at our Antrim Head office to check we are keeping up to the high levels of customer service and standards he established."

Robinson Services Support CLIC Sargent as Nominated Charity for 2013 Robinson Services is delighted to announce CLIC Sargent as their official charity for the upcoming year. CLIC Sargent is the UK’s leading cancer charity for children and young people. It provides clinical, practical and emotional support for young cancer patients and their families, from diagnosis onwards. Every week two children and young people in Northern Ireland are told they have cancer, and diagnosis usually comes as a shock. Treatment normally starts straightaway and can last up to three years. Although survival rates are over 80%, cancer remains the single largest cause of death from disease in children in the UK. Eimear McCooey, Corporate Fundraising Manager at CLIC Sargent said; “We are delighted that Robinson Services have chosen CLIC Sargent as the beneficiary of all their super fundraising efforts. Their support of our Homes from Home appeal will make a real and lasting difference to families across Northern Ireland. All the money raised by Robinson Services including Wig Wednesday on the 22nd May 2013 will go towards building two Homes from Home close to the main Belfast hospital. This will help ease the financial and emotional burden families in Northern Ireland face at an already very difficult time as they can travel an average 500 miles a week to access the cancer treatment they need for their sick child.�

Buttercrane Centre Team complete E-learning Health and Safety Programme Recently the Robinson Services' Buttercrane Team posed for photos and proudly displayed their e-learning certificates after having successfully completed the training modules on the online E-Learning H&S training programme. Shauna O’Boyle, Health & Safety and Training Manager, Robinson Services commented: “These training modules are excellent sources of training. They are visual and auditory lasting a maximum of 30 minutes per session which enables them to capture the trainee’s attention for the length of the session. This training is now being implemented at all sites; for all manner of staff, including security operatives, housekeepers and maintenance staff. Courses are available to all staff online, are very visual and make the trainee think harder with a short test at the end. It is fantastic news that the team at Buttercrane can proudly display their accredited certificates to show their hard work during the online modules was worth it! Both the employee and the client will benefit from this training and we are going to continue to invest in this successful initiative.

Staff at The Giant's Causeway Visitor Centre Clean Up to Everyone’s Satisfaction The new visitor Centre at The Giant's Causeway opened officially in July 2012 to worldwide acclaim. The team at Robinson Services who work at the centre, including supervisor Bel Sweeney, cleaners Sonya Gibson, Katie McMullan and David Crutchley attended Worldwide Host training and of course in addition, intense training from Robinson Services. The relentless training has evidently paid off, as the Giant's Causeway Visitor Centre has recently received some extremely positive comments from visitors to the site, commenting on how Robinson Services staff are 'a very enthusiastic team', who are 'extremely accommodating and flexible and have very positive can-do attitudes.' The cleanliness of The Giant's Causeway Visitor Centre has scored well with mystery shoppers and comment cards, with not a single complaint regarding cleanliness and hygiene even after the centre saw 320,000 visitors in the first six months since opening. Stephen Wood, Regional Manager at Robinson Services commented; "The Robinson Services team at The Giant's Causeway have successfully kept the National Trust site clean even amongst all the crowds of tourists during the busiest days during the summer months. The staff have not received any complaints regarding cleaning at the site which goes to show that our team is made up of hard working, committed staff who are trained to the highest standards and are the key to our business success.

Robinson Services clean up their IT Infrastructure with the help of Leaf IT Solutions Company Robinson Services has completed a ‘recession friendly’ cloud computing deal with Leaf, an IT Solutions Company that was recently placed in Deloitte’s Fast50 for the second successive year and is ranked the top infrastructure company in the prestigious list.. The contract will see Robinson Services save thousands of pounds through their adoption of cloud computing with a return on investment expected to be delivered within less than 5 years through greater productivity and reduced hardware and upgrade costs. Leaf completed the work in under 4 weeks, which included setting up Microsoft Office 365, a cloud based solution, for 65 users. The new system links all of Robinson Services offices to the cloud and provides an online portal for documents to be stored which can be co-authored in real time. In addition, the service also includes pc to pc video and audio calls, instant messaging and shared calendars and contacts. Steven Goldblatt, Managing Director at Leaf, said: “This Office 365 solution will allow the various teams at Robinson Services to work together more easily from anywhere, on virtually any device, while collaborating internally and externally in a simple and highly secure way. By transferring their systems to the cloud, Robinson Services has not only a more productive team but a future proof IT solution as well.”

Flight 666 Takes Detour and Bruce Dickinson from Iron Maiden lands at Robinson Services Not quite the Final Frontier via Ed Force One but the Greystone Road Antrim was the route to Robinson Services for the lead singer of Iron Maiden, Bruce Dickinson, who is visiting Northern Ireland as guest speaker at the Northern Ireland Institute of Directors Annual Dinner. Bruce, who is now combining his musical activity with a business career, made a guest appearance (well almost the real McCoy) at Sarah Jane Robinson House, Head office of Robinson Services and joined the management team for their regular weekly management meeting and shared some insights on business and the parallels between the world of the rock star and the world of business. David Robinson, Managing Director of Robinson Services, who invited Bruce to share his insights was naturally delighted to welcome Bruce to meet the management team and commented: “Sometimes it is important to look for a different perspective on how we go about our business, which is ultimately about satisfying customers and it is safe to say that with over 80 million album sales, more than 2,00 live performances and countless satisfied customers, Iron Maiden have earned their proudly earned status as one of the most influential and revered heavy metal bands ever and even after 32 years since forming, continue to satisfy their fan base.

Robinson Services' Managing Director freed from the Brig! A brand new initiative, 'Boss in the Brig' recently saw Northern Irish business leaders apprehended by the Harbour Police and charged to collectively raise £10,000 in support of The Prince's Trust, a charity which gives practical and financial support to 13-30 year olds in the UK who have struggled at school, been in care, have been in trouble with the law or are long-term unemployed. Local businessman, David Robinson, Managing Director for Robinson Services Ltd, put out an urgent plea from his cell for help to raise his bounty set at £1,000, with all of the bail proceeds going to The Prince's Trust in Northern Ireland to help disadvantaged young people move into education, training or employment. David was charged to raise this bounty to guarantee his release from the Brig in the depths of the River Lagan with a warning that those who failed to raise their bail would be keel hauled at noon the next day! With 34 donations, David was able to raise 175% of the target £1000, a staggering £1,750 for The Prince's Trust. David commented; "Thank you to everyone who donated, not just for my freedom, but for all the local young people my bail will help through the crucial work of The Prince's Trust. The money will significantly help to change young people's lives."

Robinson Services helps Fermanagh District Council prepare for the G8 Summit In advance of the 39th G8 Summit, held on 17–18 June 2013 at the Lough Erne Resort in County Fermanagh, Robinson Services has been working in partnership with Fermanagh District Council to prepare the town for the arrival of representatives for the world’s eight wealthiest countries. It is an honour that Northern Ireland has been chosen to host such an event, and also for Robinson Services who have been chosen to powerwash, clean and remove gum from the streets of Fermanagh. Robinson Services, operating in teams of 3 men, with each team using 2 machines, can cover an area of between 850-1200m2 per day. Lisnaskea, a town with 4780 m2 of footpath was completed by the Robinson Services team in just 4 days using a super-heated steam system. Enniskillen Town Centre, consisting of 2655 m2 of heavily soiled footpath, was completed in just 3 days. Both jobs including cleaning a mixture of brick pavers, concrete flags and tarmac/asphalt.

Cleaning Division Daily Office Cleaning Retail Cleaning Industrial Cleaning Car Park Cleaning Window Cleaning

Laundry Division Linen Hire Laundry Dust Mat Rental Workwear Rental Cabinet Towel Rental

Hygiene Division Dust Mat Rental Feminine Hygiene Services Medical + Nappy Disposal Service Clinical Waste Disposal Service Air Freshener Systems Toilet Sanitizing Wipe Systems Toilet Tissue Systems Hand Soap Systems Paper Hand Towel Systems Consumables First Aid Kits


Security Division Security & Manned Guarding Key Holding Alarm Monitoring & Response Car Park Management Front of House Services Receptionist & Telephonist Services Document and Mailroom Management Portering CCTV Remote Monitoring Vacant Property Inspection Services Event Services

Servicelink April 2013  

Robinson Services update on wins and client services Spring 2013

Servicelink April 2013  

Robinson Services update on wins and client services Spring 2013