How contractors should manage an office cleaning contract

One of the most common reasons which prompts clients to seek alternative cleaning contractors is lack of management.  This is frustrating to say the least, as office cleaning teams should solve issues rather than create them.  If you are finding that you are increasingly becoming involved in day to day service, then its definitely time to consider a change of provider.  In this blog we look at how contractors should manage an office cleaning contract.

The cleaning contract specifies the cleaning activities and frequencies for the cleaning team.  Ensuring this is implemented every day to the required standards is the essence of good contract management.  This should not be a firefighting role, but rather working proactively and collaboratively with the client to achieve a common goal.

5 key elements to manage an office cleaning contract 

Communication

Managing a cleaning contract effectively requires excellent communication.  The cleaning service should after all match the client requirements and things do change which may necessitate a corresponding change to the service delivery.

This could be about any number of issues, such as changing cleaning specifications or hours.  Communicating these changes, either by email, phone or in person, should be easy with the contractor responding quickly to confirm how they will be implemented and by when.  Lines of communication need to be clearly defined and responsibilities explained and understood by all members of the team.

Regular scheduled contract meetings

Having regular contract meetings with a set agenda will not only improve communication but will also help to build good working relationships.  To be meaningful there needs to be open and honest forum for discussions.

Reporting Performance management / KPI

As we discussed in an earlier blog, cleaning costs can make up a large proportion of an organisation’s FM budget so its important to ensure the service delivery is as per the agreed terms.

Key Performance Indicators (KPI’s) are a common way to measure and monitor the contract against business objectives.  The KPI may be made up of various different indicators which vary, but typically contain scores for the following:-

Quality of Service

Determined by the results of quality and compliance audits.  These scores reflect the results of many areas, for example scoring the cleanliness of an office desk or reception floor.

Staffing

This would include staff training matrices and that right to work documents are in place.  It should also report on employee attendance and any other issues relating to the cleaning team.

Health & Safety

For example reviewing accident or near misses, Portable Appliance Test (PAT) reports, checking that Risk Assessment and Method Statements are in place, as well as the necessary COSHH and MSDS documentation.

Periodic Schedule (PPM)

This would be to review the periodic tasks which support a daily office cleaning contact, for example window cleaning, washroom services and pest control.

Operational including Site inspections

Checking equipment is in good working order and fit for use

Are all cleaning material in stock and storage correctly

Are the cleaning cupboards neat and tidy

Ensuring cleaning workplans up to date and cover arrangements in place if a member of staff is absent

Environmental and sustainability issues

Financial / Budgetary

Closely monitoring financial performance to check how actual spends compare to the allocated budgets.  The main spend is labour.  Other costs are chemicals and consumables for example washroom items such as soap or paper towels.

Customer Satisfaction

Customer satisfaction results can be discussed here and a review of any helpdesk or other issues arising.  Good cleaning contractors will strive to exceed client expectations through consistent service excellence and client-focused solutions to deliver reliable, good quality cleaning.

Feedback provides crucial insight into a contractors performance, identifying issues which can be rectified for continuous improvement.

TemcoUK Facility Services is a professional commercial cleaning contractor

Established in 2001, TemcoUK provides professional daily office cleaning and associated facility services in London and the South East.

There is a vital difference between  on and offsite contract management.  We often find when we tender for a cleaning contract that clients are happy with the onsite staff, but become frustrated by the lack of interaction and support by offsite managers.

Temco has an excellent record of contact management, and you will have full transparency on your service from mobilisation and for the duration of your contract.  We professionally manage our contracts are our managers will make regular visits to monitor performance and discuss any issues.

Please get in touch if you are looking to switch your cleaning provider.  Call us on 01895 520370.