Cleaner Management

You can be sure we will always be there, to make sure your cleaning and service is at a very high standard.

We will put in writing the minimum amount of regularity that your direct account manager will come to your site, meet with you about the cleaner and also meet the cleaner to go over their work.

These regular cleaner appraisals mean that cleaners are:

• Aware of their performance, both the good aspects as well as what they can improve on.
• Fully accountable for their performance
• The assessments are fully in line with employment law and procedures so that we can act promptly and legally to resolve any issues with a full history of a cleaner’s previous conduct.

 

Most importantly customer retention and satisfaction determines your account manager’s profit share  which hugely encourages managers to meet customer’s performance requirements.

These incentives means your account manager is really focused on meeting the requirements laid out in our quotes and ensuring that you are always happy.

Your site will always be important to our managers.

Managers are also highly trained ane experienced in how to manage cleaners, cleaning techniques and to ensure the clients get the best possible service.

The senior level management of our company also contacts customers to regularly ensure that they are happy with their cleaning manager’s management of their cleaning.  They also go to customer’s sites to inspect that managers are managing their contracts to the highest possible degree.

If a customer is every not totally happy with their cleaning manager,  the cleaning manager is trained or changed to ensure the customer has an account manager they are happy with.

Cleaner training

We are very proud of our continuous training programs which are based on BICS, NVQ, many other certifications and also the experiences of our cleaning managers.  We would be delighted if you would like to come and see our cleaners being trained.

The training course has a first part and then regular updates and progressive levels.

The first stage includes:

• Oral and practical cleaning instructions with a test at the end.
• Customer service training.
• Health and safety
• Green cleaning
• Preparation for all possible contingencies that can happen.

This is then regularly followed up by other cleaning sections which are determined by the results of their regular cleaner monitoring and assessments.  These include:

• Detailed cleaning techniques
• Reliability and decorum
• Working as a team

All cleaners both new recruits and TUPE go through our detailed and ongoing training which is second to none. The raining programs are fully systemised and documented to ensure that it is seemlessly delivered and understood by all operatives.

We have training programs and proedures for everthing we have come up against over the many years we have been in commercial cleaning, so we are prepared for almost every eventuality.

Our senior managers also have continuous training at the best and top levels trainng organisations in the UK, so that they can best guide the company’s training programs.

Cleaner vetting

All new applicant cleaners are very carefully selected and vetted so that they have: 

• References that we carefully check 
• Permission to work in England using the government’s Right to Work Checklist 
• Proof of address 
• Identification 
• Next of kin 
• If there are any doubts after that we use the service Onfido.com who are one of the biggest security checking services right now 

 

If they pass the criteria above they then have to: 

• Pass cleaning tests to see that they are good at cleaning 
• Go through and pass our training program with an experienced instructor 

 

Only 1 in 60 new applicants get to this stage and once they do, they are then constantly trained and monitored before they can become a permanent member of our team. 

However most of our cleaners come from referrals from other cleaners, as we make sure we are the best possible company to work with.  Our cleaners are a very close knit community, they all know each other and any ‘bad apples’ are not let in.     

Also as most cleaners taken on are friends of people we use already.  For these cleaners the process is the same, but the percentage that get through tend to be higher.  This is because we find that often the cleaners who are good, also know other cleaners who are good. 

So only a very small percentage of our cleaners are new cleaners from recruitment advertising, they are also given extra high levels of supervision.  Most of the cleaners are people we have used already, or are friends of people we use already. 

We do not tend to have problems with theft because by the time applicants have been through our process, we know who they are, where they live, who their next of kin are, normally who their friends are and so on.  They are also shown how we would be very strict if there were any issues. So people who are dodgy see that stealing with us is probably the hardest way to commit a crime and quickly go elsewhere once they see this.   

As a result theft is not an issue we have, but we are cautious never to be complacent.