Location
St John’s Wood, London NW8
Property
Queensmead
Client
RMC
Background
Queensmead, one of the most prominent residential developments in St John’s Wood, comprises several buildings with landscaped grounds, concierge services and 24/7 front-desk coverage.
In 2025, the RMC together with KFH, appointed Cledor to deliver structured e-learning for the on-site team, ensuring that all staff were trained to recognised safety and service standards.
The seven-member team consists of four concierges, an estate manager and two cleaners, each with a unique role but a shared goal: to provide safe, efficient and welcoming management of the development.
Our approach
Cledor’s Training Academy worked with Mr A. Farley and KFH to create a tailored training plan reflecting both individual job functions and the development’s overall risk profile.
Each member of staff completed a mix of core training modules and role-specific learning:
- Concierges: Customer service, conflict management, emergency response and fire safety awareness
- Estate Manager: Building safety competence, health and safety leadership, and resident engagement
- Cleaners: Lone working, COSHH (safe use of cleaning products), manual handling and PPE awareness
- All staff: Fire safety, health & safety essentials, working at height and mental health awareness
With e-learning access available 24/7, staff were able to train flexibly around their shift patterns – without disruption to service delivery or additional cover costs.
Building safety focus
In line with the Building Safety Act 2022 and Fire Safety (England) Regulations 2022, Queensmead’s programme placed special emphasis on building-safety awareness, helping all staff understand their responsibilities in maintaining safe evacuation routes, reporting defects, and supporting the Principal Accountable Person.
This proactive approach strengthens both compliance and resident confidence, ensuring that on-site personnel play an active role in building safety culture.
Results and impact
The programme has delivered measurable benefits for Queensmead:
- Zero operational downtime — training fitted seamlessly around 24/7 staffing
- Enhanced safety knowledge and confidence among all employees
- Improved teamwork and communication between departments
- Certified competence across all roles, meeting CPD-accredited standards
The simplicity of Cledor’s platform has also made it easy to manage progress tracking, certificate storage, and annual training reviews.
Client testimonial, Mr A. Farley Estate Manager
“I have worked with Cledor for some time now and have always received excellent service from them – always professional and efficient, looking after us here at a moment’s notice.
I have 24/7 concierges/porters on site and to be able to provide training for them to benefit them and the company was something I didn’t think we would be able to manage without giving time off or working around shift patterns.
When Cledor advised me of their e-learning modules, I had to try them, and I’m so glad we did. They are very affordable, and we did not lose any business time. The team used them with ease and clarity, all saying how much they enjoyed the training and were proud to receive their certificates.
This was so easy to set up for the staff, who took everything on board and enjoyed the training they had. I would most definitely recommend Cledor – and not just for their e-learning modules, which have been a great success for us.”
