You can expect your cleaner to be friendly, helpful and courteous at all times.

Transcription

1 SERVICE LEVEL AGREEMENTS FOR CLEANING SERVICES GENERAL INFORMATION Cleaning Service and Standards You can expect your cleaner to be friendly, helpful and courteous at all times. Your cleaner will be well presented at all times, in the correct uniform, footwear, with tidy hair, and no excessive jewellery, make up and/or fragrances. You can expect regular attendance and timeliness form you designated cleaner. The equipment and materials used by your cleaner will be kept clean and tidy at all times. Your cleaner will be correctly trained in all aspects of their duties. Training in cleaning work will be NVQ Level 2 in Cleaning and Support Services. Your cleaner will report faults, damage or shortfalls in equipment to either service users (if appropriate) or their Cleaning Services Management as soon as is practicable. You cleaner will look to be an integrated part of your team and share your common resources. What you can do to help us Ensure the cleaning staff are made to feel and become part of your team. Work together with Cleaning Services so that we can help you meet your objectives. Let us know when something is wrong at the time, so that we can do something about it.

2 ESTATES DIRECTORATE Cleaning Service Level Agreement Office Areas Service Objective Public Toilets, Showers and Washrooms To maintain a hygienic environment and the preservation and maintenance of the fabric of the building. Kitchens and Common Rooms To maintain a hygienic environment for food preparation and consumption. Service Level Provision by Cleaning Services Bins are emptied. Toilets (inc seat and cistern), basins, showers and baths are free from dirt and smears. Vanity units, shelves, dispensers, mirrors, fixtures and fittings are free from dust and dirt. Dispensers soap, toilet roll, hand towels are replenished as required. Kitchen waste is removed Walls are spot cleaned. Skirting and sills are free from dirt and smears. Fridge/dishwasher door (external) are free from dirt and smears. Kitchen surfaces and tables are free from dirt and smears. Furniture, fixtures and fittings are free from dust and smears. Responsibilities of Users Users must use the facilities solely for the purpose for which they are designed. Users are required to remove all personal belongings from shower/bath areas after use. Users must wash, dry and store personal cooking and dining utensils. Users are responsible for immediately cleaning spillages and soilage. Users must not use bleachbased cleaning products for additional cleaning. Users to clean the inside of microwaves. Users to periodically defrost/clean inside of fridge.

3 Service Objective Corridors and Stairs To maintain a clean and safe environment Reception and Entrance Areas To maintain a clean and safe environment Offices To maintain a clean and safe environment. Service Level Provision by Cleaning Services Waste bins are emptied. Floor is free form debris/litter. Furniture. fixtures and fittings are free from dust and smears. Telephones are dust free. Floors are free from dirt and Waste bins are emptied. Desks and counters are free from dirt and smears. Glazed vision panels in entrance doors are free from dirt and smears. Furniture. fixtures and fittings are free from dust and smears. Telephones are dust free. 3 Furniture, fixtures and fittings are free from dust and smears. Telephones are dust free. NB Where offices are over full/cluttered with personal belongings then cleaning may not be possible. Responsibilities of Users Corridors and stairs must be kept clear of unnecessary furniture. All waste must be placed in waste bins. Users are responsible for disposing of recyclable materials separately. Users to clear services where practicable. All waste must be place in recycle waste bins in corridor nearby. Users are responsible for disposing of recyclable materials separately. Users to clear services where practicable.

4 Duties outside of SLA Activity Carpet shampooing Wall washing Cleaning after refurbishment Stripping and resealing of floors within a 4 year period Work repairs Cleaning of ceiling, lighting, and lighting diffusers Pest control Sanitary services Waste disposal Defrosting of fridges/freezers Ventilation grilles Glass doors/partitions/screening other than removal of finger marks

5 ESTATES DIRECTORATE Cleaning Service Level Agreement Residential Accommodation Service Objective Kitchen To maintain a hygienic environment for food preparation and consumption. Recycling Service Level Provision by Cleaning Services To ensure kitchen surfaces and tables are free from dirt and smears. Hob, grill pan, oven, fridge and freezer doors are free from dirt and smears. Walls, skirting and sills are free from dirt and smears. Kitchen waste is removed (up to a maximum of 2 bags removed on the day of cleaning). Day of weekly clean to be publicised on the notice board. A supply of refuse bags will be provided. Containers will be provided in kitchens for glass, paper, cardboard, plastic and can recycling. Recycling bins will be provided outside all residential blocks. Responsibilities of Residents Residents must wipe down grill pans, ovens and hobs after use (see manufacturers instructions displayed) and ensure personal cooking and dining utensils are washed, dried and stored within a reasonable amount of time after their use. Residents are responsible for removal of kitchen waste on a daily basis. Residents are responsible for immediately cleaning spillages and soilage. Bleach-based cleaning products must not be used for additional cleaning. In preparation for the weekly clean residents are required to clear all work surfaces, including draining board of all crockery, utensils etc. and ensure floor is clear of all obstructions. At the end of term residents are responsible for defrosting and cleaning inside of fridges and freezers and clearing out all cupboards on vacation. Additional cleaning charges will apply for kitchens left in an unacceptable condition on service cleaning day. To wash cans and bottles and use correct recycling bins. To empty recycling containers into the recycling bins provided outside the block.

6 Service Objective Bedrooms en-suite pod facilities only To maintain a hygienic environment and the preservation and maintenance of the fabric of the building. Communal toilets and washroom facilities To maintain a hygienic environment and the preservation and maintenance of the fabric of the building. Entrances, staircases and corridors To maintain a clean and safe environment. Service Level Provision by Cleaning Services En-suite facilities are clean weekly after 9 am. Occasionally Cleaning Services Supervisors will monitor standards in rooms and pods. Waste is removed. Toilets (inc. seat and cistern), basins, showers and baths are free from dirt and smears. To ensure surfaces are free from dirt and smears. Floors are free from dirt and smears. Responsibilities of Residents Residents must allow access. Residents should remove waste from bedroom areas and dispose of in appropriate bins in kitchen areas and/or external recycling areas. In preparation of the weekly clean residents must clear all surfaces of toiletries and remove all obstructions from the en-suite floor. Residents must clean up spillages as soon as possible and report any damage. Bleach-based cleaning products must not be used for additional cleaning. Residents must remove waste daily. Residents must use the facilities solely for the purpose for which they are designed. Residents are required to remove all personal belongings from shower/bath areas after use. Communal areas must be kept clear of furniture and student belongings. If communal areas have wilfully been left in a mess, residents may be liable for cleaning charges.

7 Service Objective All Areas Service Level Provision by Cleaning Services Periodic cleaning of internal and external windows. Notification will be given. Internally normally in vacations. Periodically Cleaning Services Supervisors will monitor standards in all areas. Responsibilities of Residents We will endeavour to inform users in advance of dates for window cleaning. When informed in advance, residence must close their windows on the appropriate date. Requisites: Toilet Rolls No provision in communal toilet areas No Provision in student ensuite facilities. Residents are required to provide a supply. Residents are required to provide a supply. Cleaning Materials Provided for University service cleans only. Residents are required to provide own, for washing personal utensils and for general cleaning as outlined above. Cleaning Equipment Vacuum cleaners, mops, buckets, dustpans and brushes, black bags and vacuum cleaner bags provided and maintained. Use for the purpose for which it is intended. Clean and replace to the designated storage area after use

8 Cleaning Services The Cleaning Services Team service all buildings across the University Campus. Cleaners are led by Supervisors, who in turn are managed by Team Leaders and Facilities Managers. The Sections Mission Statement is to provide a highly proficient, motivated and effective workforce, which is committed to providing a high standard of cleaning services in University buildings and externally, thereby supporting the core business of the University and helping to create an environment which in conductive to work and aesthetically pleasing for all.

9 Cleaning Interior Cleaning Team This section covers all the academic, communal and residence space. If you require any additional services please contact the Team Leader. Please also see our Advice to Students on Cleaning Accommodation. Exterior Estates Team This section carries out the following duties Collection and removal of all litter from roads and footpaths on the University Campus Recycling collection Rapid Response Team Floor Maintenance Shampooing of carpets Flood and spill clearance If you require periodic work beyond that which is planned, please contact the Team Leader. Window Cleaning Windows are usually cleaned annually by specialist contractors. The contract includes the cleaning of all glass on the exterior side. The contract is monitored by the Team Leader. Pest Control Estates Team All infestation of pests should be reported to the Team Leader, who will ensure that the problem is resolved efficiently and effectively.

10 ESTATES DIRECTORATE Cleaning Service Level Agreement Laboratory Areas Service Objective Public Toilets, Showers and Washrooms To maintain a hygienic environment and the preservation and maintenance of the fabric of the building. Kitchens and Common Rooms To maintain a hygienic environment for food preparation and consumption. Service Level Provision by Cleaning Services Bins are emptied. Toilets (inc seat and cistern), basins, showers and baths are free from dirt and smears. Vanity units, shelves, dispensers, mirrors, fixtures and fittings are free from dust and dirt. Dispensers soap, toilet roll, hand towels are replenished as required. Kitchen waste is removed Walls are spot cleaned. Skirting and sills are free from dirt and smears. Fridge/dishwasher door (external) are free from dirt and smears. Kitchen surfaces and tables are free from dirt and smears. Furniture, fixtures and fittings are free from dust and smears. Responsibilities of Users Users must use the facilities solely for the purpose for which they are designed. Users are required to remove all personal belongings from shower/bath areas after use. Users must wash, dry and store personal cooking and dining utensils. Users are responsible for immediately cleaning spillages and soilage. Users must not use bleachbased cleaning products for additional cleaning. Users to clean the inside of microwaves. Users to periodically defrost/clean inside of fridge.

11 Service Objective Corridors and Stairs To maintain a clean and safe environment Reception and Entrance Areas To maintain a clean and safe environment Offices To maintain a clean and safe environment. Service Level Provision by Cleaning Services Recycle bins are emptied. Floor is free form debris/litter. Furniture. Fixtures and fittings are free from dust and smears. Telephones are dust free. Floors are free from dirt and Desks and counters are free from dirt and smears. Glazed vision panels in entrance doors are free from dirt and smears. Furniture. Fixtures and fittings are free from dust and smears. Telephones are dust free. 3 Furniture, fixtures and fittings are free from dust and smears. Telephones are dust free. NB Where offices are over full/cluttered with personal belongings then cleaning may not be possible. Responsibilities of Users Corridors and stairs must be kept clear of unnecessary furniture. All waste must be placed in waste bins. Users are responsible for disposing of recyclable materials separately. Users to clear surfaces where practicable. All waste must be placed in recycle waste bins. Users are responsible for disposing of recyclable materials separately. Users to clear services where practicable.

12 Service Objective Laboratory To maintain a clean and safe environment. Service Level Provision by Cleaning Services Domestic waste bins only are emptied. Floor is checked/cleaned for stains/spillages. Wash hand basins only are free from dirt and smears. Dispensers hand towels for use with wash basins are replenished when required. Responsibilities of Users All experimental specimens must be stored away. Users must dispose of clinical or hazardous waste in the appropriate manner. Users are responsible for cleaning the laboratory worktops.

13 Duties outside of SLA Activity Carpet shampooing Wall washing Cleaning after refurbishment Stripping and resealing of floors within a 4 year period Work repairs Cleaning of ceiling, lighting, lighting diffusers and ceilings Pest control Sanitary services Waste disposal Defrosting of fridges/freezers Ventilation grilles Glass doors/partitions/screening other than removal of finger marks

14 UNIVERSITY OF HULL INSPECTION CARRIED OUT BY SCHEDULE/AREA QUALITY INSPECTION REPORT SHEET DATE TIME

15 A B C D E F G GENERAL Supervisor Comments 1 Bins 2 Floor 3 Walls 4 Doors 5 Fixtures/Fittings 6 Furniture 7 Internal Glass 8 Low Level Dust 9 High Level Dust 10 Telephone WASHROOMS 11 Toilet Bowl 12 Urinal 13 Basin/Sink 14 Taps 15 Cistern 16 Mirrors % Rating 17 Splash Back No of ticks x Tiles (no of ticks + no of crosses 19 Cubicle Walls 20 Bath/Shower 21 Dispensers SERVICES 22 Toilet Rolls 23 Hand Towels = % 24 Soap OTHERS Repairs/Maintenance Requests 25 Oven 26 Grill 27 Microwave 28 Hob 29 Fridge 30 Chewing Gum 31 Graffiti Defect Code Reason for Defect Time to rectify Recheck date Signed

16 ESTATES DIRECTORATE Cleaning Services Feedback Form We are always interested in hearing comments from our customers regarding any of our services. Please take a moment to fill in our Cleaning Services Feedback Form so that we can evaluate your comments and improve our services where necessary. We would be grateful if you could complete this form and return it to the Cleaning Services Manager, Estates Directorate, 53 Salmon Grove, Hull, HU6 7SZ. Date of Occurrence: Time: Location: Names and/or job titles of Cleaning Services Section employees (if appropriate): Details of Occurrence: Name of Respondent: Job Title: Department or other address: Contact Details: Telephone Number: Address: Mobile Number: Date: Thank you for completing this form, please return to Mrs G Shores, The Estates Directorate, 53 Salmon Grove, Hull, HU6 7SZ. Please tick this box if you require a response to this form. All response request will be actioned within 2 weeks.