Operating in a high-risk, high-pressure environment, the Principle Cleaning Services team faces daily exposure to working at height.

The challenge

Operating in a high-risk, high-pressure environment, the Principle Cleaning Services team – particularly within the vertical division – faces daily exposure to working at height. While extensive training was already in place, including behavioural safety programmes and existing working-at-height policies, a key challenge remained: maintaining engagement and preventing complacency among highly experienced operatives.

As Ian Sinclair, Head of Safety and Compliance, explained, even the most skilled professionals can fall into “autopilot” mode: “When you’re talking about working at height, you don’t get a second chance.” Following a concerning incident linked to complacency, the organisation recognised the need to reinforce core safety behaviours without simply adding to what could feel like repetitive, “tick-box” training. The goal was clear: refresh critical knowledge, re-engage experienced workers and elevate the perceived value of training.

The solution

Having previously partnered with International Workplace on IOSH Managing Safely and Working Safely courses for many years, Ian approached the team to explore whether an IOSH-accredited working at height course existed. While it wasn’t yet available, this conversation sparked a collaborative development opportunity.

Working closely together, the two organisations helped shape and bring to life a new IOSH-accredited Working at Height course. Throughout development, Ian remained involved, receiving updates as the course was designed, submitted and ultimately approved by IOSH.

The course was then delivered in person to a pilot group of 11 employees from the vertical division, including experienced level 3 abseilers.

Why IOSH accreditation mattered

While the company had long worked with a trusted specialist training provider, IOSH accreditation brought an added layer of credibility and recognition.

For Principle Cleaning Services, IOSH represents more than just a qualification – it’s an internationally respected professional body. Managing Director for Vertical Operations, David Saville, says: "All of our vertical colleagues attend regular training to build upon, enhance and refresh their existing knowledge and skill base. Achieving an IOSH-accredited qualification gives further kudos and formal recognition to this training."

This “kudos” gives the training greater weight, both internally and externally, and provides employees with a transferable certification that reflects a recognised standard of competence. Even for highly experienced operatives, the certification validated their knowledge and reinforced best practice.

The impact

Feedback from the initial cohort was overwhelmingly positive. While some of the most experienced abseilers felt the course content was less technically advanced than their day-to-day work, it still proved valuable as a subject refresher.

Crucially, the training helped reinforce core safety principles and prompted reflection. One senior team member recognised how easily routine tasks – such as checking equipment – could be carried out without full attention. The course acted as a “wake-up call,” encouraging greater mindfulness and focus.

For less specialised roles, such as those operating BMUs, the course provided an ideal foundation, significantly enhancing knowledge and confidence.

Engagement and delivery

A key success factor was the quality of delivery. The trainer’s ability to engage a hands-on workforce – many of whom are more accustomed to physical work than classroom learning – was repeatedly highlighted.

The training was also delivered in a way that supported individuals with varying levels of literacy and different learning needs. With the right awareness and approach, all participants successfully accessed the subject matter and completed the course on the day.

This adaptability demonstrated a strong understanding of the audience and ensured the training was inclusive and effective.

A collaborative partnership

The project also reinforced the strength of the long-standing relationship between Ian’s organisation and International Workplace. Built on trust, consistency and open communication, the partnership enabled a genuinely collaborative approach to course development. As Ian says: “International Workplace listened to what we wanted, and through working together, we came out with a very successful outcome.”

Rather than a one-size-fits-all solution, the result was a course that balanced robust accreditation with practical relevance – something Principle Cleaning Services can continue to roll out across teams in the future.

Looking ahead

With plans to expand the training to other employees, the organisation sees this IOSH-accredited course as an important tool in its ongoing commitment to safety, risk awareness, and continuous improvement.

As Ian summarised, the initiative not only delivered a successful training outcome but also demonstrated the value of listening, collaboration and evolving training approaches to meet real-world challenges.