One Utility Bill

In this case study, we explore how Edwards Commercial Cleaning supports One Utility Bill, a bills management company based in central Newcastle.

As the business has grown, so too have the demands on its workplace. Edwards has supported that growth by providing a reliable, flexible cleaning service that continues to evolve alongside the business.

We speak with Melanie Straight, Workplace Operations Manager, about the partnership, the importance of trust and communication and what it's like working with the Edwards team.

Tell us a little about your role at One Utility Bill...

I'm the Workplace Operations Manager at One Utility Bill. My role is all about making sure our workplace runs smoothly. I'm responsible for creating an environment where people have everything they need to work efficiently and enjoy coming into the office.

What were you looking for in a cleaning partner?

When I joined the business, we'd been using another cleaning company, but it just wasn't working. Reliability was a real issue and I knew we needed a partner who could support a growing business rather than simply provide a cleaning service. We needed a company with experience of managing larger organisations that could scale alongside us as we continued to grow. Over the last few years, we've grown from around 60 employees to more than 230, so our requirements have changed significantly. Edwards have adapted with us every step of the way.

What difference has Edwards made?

The biggest difference has been the relationship. Of course there are occasional challenges, like there are with any business, but they're dealt with quickly and openly. We've never had major problems because communication has always been honest. It's become incredibly easy. I speak to Paula all the time. If something pops into my head, I'll send her a message and she'll respond straight away. It feels less like working with an external supplier and more like working with another member of the team.

What stood out compared to your previous provider?

It was everything from reliability through to attention to detail. Our previous provider lacked initiative. I notice the little things because they make a big difference to how a workplace feels. If something needed doing, I wanted someone who would simply take ownership and get on with it, rather than wait to be asked. Edwards brought that mindset from day one. 

How has Edwards adapted as your business has grown?

As we've expanded, our needs have changed and Edwards have changed with us. Whether it's adjusting schedules, introducing different products because of allergies or simply being honest when more time is needed to do a job properly. I'd much rather someone told me they needed another hour than rushed the job. That honesty builds trust.

Would you recommend Edwards Commercial Cleaning?

Absolutely. If you work in facilities, workplace operations or office management, you'll understand how important a good cleaning partner really is. People often underestimate the amount of work that goes into maintaining a clean, safe and welcoming workplace. Edwards understand that. They care about the standard of their work, they're easy to communicate with, and they've grown alongside our business. I'd have no hesitation recommending them.

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