Background
Cleaning and security services provider, Samsic UK embarked on a major cultural transformation in 2023 to become a truly people-centric organisation. The goal was clear: to connect employee satisfaction directly with client service excellence and retention in a sector often challenged by high turnover and low engagement.
Before this, transformation communication was inconsistent and largely one-way. Frontline employees – spread across six regional offices, client sites and varied shift patterns – had limited access to leaders or formal channels to share feedback. Recognition was sporadic and language barriers further limited inclusion. Samsic, which employs 4,300 people, needed to build psychological safety, ensuring that every employee felt heard, valued and confident to speak up.
Approach
The catalyst for change came through an anonymous Investor in Customers (IIC) survey in 2022, which highlighted the need for better communication and listening. This insight led to a new voice-to-action model, designed to give employees structured, transparent and ongoing opportunities to influence decisions.
Samsic reimagined its previously poorly attended company conferences as open forums for dialogue, where employees could submit questions anonymously or in person for leadership to address directly. A new Managing Director, Ian Leeding, led by example, reinforcing the message that feedback is a gift.
“Through open dialogue and trust Samsic UK built a culture where employees don’t just speak up, they shape what comes next”
The transformation extended through multiple initiatives, including the launch of a work council with nine representatives from frontline to management, trained to collect and communicate feedback constructively. Multilingual feedback channels were established with translated surveys, WhatsApp groups and newsletters to reach night-shift and non-English-speaking employees.
A podcast and poster campaign reinforced that employee input drives visible change, while the company introduced regular team meetings and recognition schemes, including long service and more than 680 outstanding service contribution awards given out in 2024.
Outcome
Staff turnover has dropped from 52% in 2022 to 30.1% in 2024, while average length of service increased from 3.5 to 4.7 years. Employee engagement scores rose from 7 to 8.27 and client satisfaction improved from 86% to 98%.
At the 2024 conference 96 employee-generated ideas were presented with 70 implemented in 2025, including greener cleaning chemicals, improved rota visibility and a new buddy system for new starters.
Samsic’s cultural framework has turned communication into collaboration, transforming a once top-down organisation into a bottom-up culture where employees drive improvement, innovation and pride.
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