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Case Studies

Midland Heart

Contract Overview
Since 1 April 2008 Pinnacle PSG has delivered cleaning and grounds maintenance services on behalf of Midland Heart Housing Association, providing services to 11,962 properties from Milton Keynes to Nottingham and Leicester to Telford.

Before Pinnacle PSG started, Midland Heart used 60 small contractors to deliver cleaning and grounds maintenance across its estates, but following a competitive tender process in 2000 it decided to move to one contractor.

Under TUPE, 34 staff were transferred to Pinnacle PSG. Andrew Morris is Pinnacle PSG’s senior contract manager; he is supported by two other contract managers, Paul Magill (cleaning) and Paul Habgood (grounds maintenance).

In 2008 Pinnacle PSG partnered with S & J Cleaning, a small family business, to deliver the window cleaning on the Midland Heart contract. The small family business has adopted Pinnacle PSG’s approaches andreporting structures and now works with three other housing associations in the region with Pinnacle PSG.

Our services to Midland Heart

  • Cleaning
  • Communal area cleaning
  • Window cleaning
  • Graffiti removal
  • Mopping of hard‐surface flooring
  • Vacuuming of carpets
  • Dusting and polishing of surfaces
  • Removing cobwebs
  • Removing marks and stains from
  • walls, floor, and woodwork
  • Replace failed or missing light bulbs
  • Emptying of waste bins
  • Wiping of tiled surfaces
  • Grounds maintenance
  • Bulk rubbish removal
  • Grass maintenance
  • Hard surface maintenance
  • Hedgerow maintenance
  • Shrub bed management
  • External bin store area maintenance


“I would personally like to thank Jane and the team very much for their dedication and commitment in providing a great service and being a great ambassador of Pinnacle PSG in working with Midland Heart in putting our Customer First.”
‐ Daynia Archer, Neighbourhood Housing Officer, Midland Heart

“May cleaners are doing a fine job and the bins area (which has been particularly unpleasant at times) is being cleaned each week now. I think this is the best it has been for a very long time, so our thanks to all concerned”
‐ Phillip Armstrong, Midland Heart Resident

The facts

  • Over £8,000 spent on community projects
  • £1,116 raised for charity
  • 6‐8 local projects per year
  • 400 residents involved in the contract
  • 11,962 homes serviced
  • 100% local labour
  • 34 TUPE staff retained

Community involvement
We are more than just an estates services company, we are committed to supporting the communities we serve. Here are some examples of where we go above and beyond the contract required:

Removal day
In August 2011, Pinnacle PSG held a removal day in Cash’s Lane, Coventry. Pinnacle PSG
supplied two builder’s skips for the residents to dispose of unwanted items from their
homes and also supplied litter pickers and bags for the children to use. Pinnacle PSG also
supplied and planted four oak barrels to decorate the newly cleaned area. Andrew Morris
was also on site helping with the clean up and advising residents on how to maintain their
own gardens and plants.

Local allotments
Throughout the summer, we produce a lot of green waste like grass cuttings and tree trimmings. To dispose of the waste in an environmentally friendly way, all of our green waste goes to local allotments, where they compost it and use it to grow food. Over the last four years we have developed relationships with over 20 allotment owners, helped
them with clearing and developing their allotments and donated over £400 worth of tools, equipment and free advice to them.

Midland Heart Carnival
In 2010, Andrew and his team held a stand at the Midland Heart Carnival, this enabled the team to meet and talk to even more residents. The carnival attracts up to 2000 people every year. Pinnacle PSG provided an array of plant pots, compost, bulbs and seeds for children to plant and then take home with them. “It was a great day out and really good
fun for visitors and staff alike”, said Andrew. “It gave us an opportunity to meet the resdents we serve in relaxed and friendly surroundings and gave them an opportunity to raise any issues they may have about the service we provide”, added Andrew.

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