Traded services

Building cleaning services

What is the purpose of this document?
1. The purpose of this document is to:
  1. describe the Building Cleaning Services that Calderdale Environmental Services offer to schools;
  2. provide information about the service providers and how the key personnel can be contacted;
  3. explain, in outline, the main terms of the service;
  4. give details of the services to be provided;
  5. identify the ways by which the service will be provided;
  6. identify levels of service provision;
  7. describe service provider obligations and commitments;
  8. establish customer commitments;
  9. describe quality assurance systems and procedures for redress if things go wrong;
  10. describe charges and methods of payment.
2. The purpose of this specification is to ensure that both provider and user are clear about the services to be offered and the ways the services will be delivered. This will help regulate the dealings between the users and the provider by setting out respective obligations relating to the performance and payment for the service.
3. Building Cleaning Services contracts are designed to meet each schools' individual requirements. Details of charging profile and example of prices are given in this document. Individual school contract prices are provided in the service level agreement (to be made available separately).
Who are the service providers?
1. The service provider is Calderdale Metropolitan Borough Council, Environmental Health Services.
2. This service is available to all schools within the Metropolitan Borough of Calderdale under the terms and conditions detailed in a specific contract to be agreed between the client's representative and Environmental Health Services.
3. If you have any questions about this service or would like further information, please contact:
  - Name
  - Wendy Backhouse, Building Cleaning Manager
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - wendy.backhouse@calderdale.gov.uk
  - Telephone
  - 01422 393095
  - Fax
  - 01422 392313
Service Standards
1. All core and traded services have agreed to the following principles to ensure that the customer receives a consistently high level of service. This service will:
  1. set standards;
  2. be open and provide full information;
  3. consult and involve;
  4. encourage access and the promotion of choice;
  5. treat all fairly;
  6. put things right when they go wrong;
  7. use resources effectively;
  8. innovate and improve;
  9. work with other providers;
  10. provide user satisfaction.
2. The following paragraphs explain our service standards and what we are doing to improve them.
  1. Quality awards
    Environmental Services have Investors in People. Building Cleaning operate an in-house quality assurance system designed to meet specific buildings needs, the school sector is classified as first priority. All inspections are recorded to provide evidence of achievement and compliance to ensure that the schools' assets are being maintained and standards of hygiene are being met.
  2. Education expertise
    Our managers and support staff have extensive knowledge from working in all areas of the public sector with expertise in the maintenance of every type of building design from primary care facilities in the NHS to fire stations for the emergency services. Our technical background enables us to advise architects and headteachers on appropriate floor covering and finishes for all new schools and refurbishment schemes. We have been actively involved in the commissioning of new schools, hospitals and are able to advise on cleaning procedures and good practices. We have the ability to change the type of cleaning equipment in schools to meet the transition from hard floors to soft flooring at no extra cost to the school.
  3. Qualified staff
    Building Cleaning Managers are qualified to degree level in Institutional Management and Accommodation Services. Specialist training has been received in Personnel and Development and Health and Safety training. Technical support staff have received training in health and safety awareness, inspection of portable electrical equipment and management of health and safety risk assessments. They are qualified first aiders.
    Building Cleaning have produced an in-house competence based development training package with objectives that could lead to the relevant NVQ. The package includes:
    - routine and periodic maintenance procedures;
    - machine usage and floor treatments;
    - material control and usage;
    - security and confidentiality;
    - control of infection.
  4. Secure identification, CRB checks
    All Building Cleaning staff have an identification card and are required to carry and produce such when required when entering any Council building. All front line staff are required to wear corporate uniform at all times with the Building Cleaning logo. CRB checks are carried out for all new cleaning staff working in the school sector.
  5. Responsiveness
    We will respond as soon as practicable within the following guidelines:
    - telephone: 48 hours
    - e-mail: five working days
    - fax: two working days
    - letter: ten working days
  6. Courtesy
    We are based in Northgate House on the first floor should you wish to visit us in person. We will be pleased to hear from you at any time; our office is manned from 8 am to 5 pm. Linda Hick, our Administration Officer, will ensure that your queries are dealt with courteously and promptly. Contact number 01422 392386.
    Direct contact numbers for the Area Managers and Technical Support Officers are detailed in the Service Level Agreement (to be made available separately). Details on Area Managers also provided in section 11.
  7. Properly equipped
    Building Cleaning Services supply all electrical equipment, general hardware and cleaning materials required to provide a comprehensive cleaning service.
    - All electrical equipment is maintained on a central inventory and is tested on an annual basis to comply with the Electricity at Work Act 1989. A service engineer carries out all call out repairs and routine maintenance.
    - Cleaning materials have been selected taking into account safety as an important factor and effectiveness in use. All materials used are COSHH assessed.
    - All necessary protective clothing is provided to employees as required by our Health and Safety policy.
    - We have computer based systems for recording and evaluating quality assurance data, plan drawings and a software system to hold room data used to calculate the number of hours required to clean each building.
  8. Meets all statutory requirements
    Building Cleaning will ensure that it complies with all the following statutory requirements, the Council's policies and procedures where relevant to Building Cleaning:
    - Equal Opportunities;
    - Health and Safety at Work Act 1974;
    - Rehabilitation of Offenders Act 1974;
    - Working Time Regulations Act 1989;
    - Electricity at Work Act 1989;
    - Manual Handling Operations Regulations 1992;
    - Asylum and Immigration Act 1996;
    - Data Protection Act 1998.
  9. Fully insured
    Building Cleaning has public and employee liability insurance.
Performance
1. The following section shows our level of performance, how we have improved over time and how we compare with our metropolitan neighbours.
2. We have provided a cleaning service to the school sector since August 1990. In August 1996 schools became responsible for purchasing their own service level agreement for cleaning.
3. Over the years the Building Cleaning team has maintained a consistently good service. The Audit Commission school survey carried out in 2002 has rated us as being in the top quartile of authorities, this reflects the level of satisfaction with the service we provide and our flexible approach in meeting our customer needs.
How long will a contract for this service last?
1. A contract for this service can be agreed for one, two or three years. The price is adjusted annually by rate of inflation as given in the SLA, unless there is a fixed term three year agreement.
How can the contract for this service be changed?
1. The agreement will terminate at the end of the agreed period. Should the customer not wish to renew the agreement, three months notice is required to ensure staffing implications are taken into account.
  - Name
  - Wendy Backhouse, Building Cleaning Manager
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - wendy.backhouse@calderdale.gov.uk
  - Telephone
  - 01422 393095
  - Fax
  - 01422 392313
What services will be provided?
1. The service provider is committed to provide a comprehensive cleaning service which will ensure a clean, safe and healthy environment for employees, children and the public. Details of routine cleaning, periodic maintenance and emergency cleans are detailed in SLA (to be made available separately).
How will the service be provided?
1. The services are provided by a team of qualified and experienced managers, who have extensive knowledge of cleaning services over multiple sites within the Health Service and Local Authorities, with particular experience in specialist floor treatments and control of infection procedures.
2. Technical Support Staff who are trained in health and safety practices and procedures, and are competent and experienced in performance monitoring of cleaning standards.
3. Site-specific cleaners and chargehands.
4. Details of the management structure, strategic personnel and site specific staff are given in detailed Service Level Agreement (to be made available separately).
5. The operational team responsible for each site will provide a high quality and efficient service to clients.
6. The team will ensure that responsibilities in respect of Health and Safety and Equal Opportunities are met.
7. Provide appropriate level of customer care giving rapid response to emergencies, problems and changes to service levels.
8. Provide extensive resources using up-to-date equipment and materials.
9. Provide consultancy and technical advice on cleaning related matters.
10. Provide relief staff for sickness and absence, and additional staff to cover for emergencies when they arise.
What do the suppliers expect of me as a customer?
1. The client may order in writing any variation to any part of the specific services, these may include additions, deletions to the frequency of cleans and changes to the whole or part of a building.
2. All such requests must be in writing, giving reasonable notice dependent on the scale and scope of the change. The client must give no less than three months notice for all major variations, as there may be staffing implications. All other changes of a minor nature the notice period shall be agreed by both parties. Examples of major variations are:
  - vacation of part of the building which will no longer be required to be cleaned on a permanent or temporary basis;
  - additional accommodation on an existing site which requires cleaning on a permanent or temporary basis;
  - major upgrade of whole or part of the building, and changes to floor coverings or room usage.
3. The cost of variation orders (if any) will be calculated and the routine price shall be adjusted accordingly upon the agreed date of the change.
4. Any additional, ad hoc requirements can be requested verbally due to the urgent nature of the work required. The charge for such works will be based on the dayworks rate or schedule of rates as given in the Service Level Agreement (to be made available separately). The client must provide a written order of confirmation for all such work carried out. These may include:
  - requirements for work outside the agreed normal working hours;
  - cleaning following building contractors, fire or water damage;
  - covering caretaker sickness.
How can I be sure of a high quality service?
1. It is a primary function of Building Cleaning to provide a quality service and is the responsibility of all levels of employees to ensure the service standard is achieved at all times.
2. The standard is achieved by the utilisation of an efficient, well-trained and motivated workforce.
3. The use of approved methods of working, procedures and equipment.
4. On-site supervision in premises where there are more than three cleaners.
5. Performance and Development Review (PADR) introduced in 1999, Council-wide corporate performance management system applies to all levels of staff.
6. Environmental Services have achieved Investors in People (IIP) status.
7. Quality Assurance System, planned monthly inspections and written records as to achievement of standards carried out by Technical Support officers.
8. Buildings regularly visited by area managers, additional visits made in response to problems and to respond to emergencies when they arise.
9. Safety checks in all buildings to ensure compliance with Health and Safety Policy part two risk assessments, liaise with headteachers with regard to any health and safety risks identified.
Who do I contact if things go wrong?
1. Any concerns or complaints about level or quality of service should firstly be made to the appropriate area manager for your contract.
2. Details of Quality Assurance System and response times to complaints are given in the Service Level Agreement (to be made available separately).
3. Schools in Brighouse, Shelf, Southowram, Boothtown, Illingworth, Ovenden and Halifax north-west and north-east contact:
  - Name
  - Sue Metcalfe, Building Cleaning Area Manager
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - sue.metcalfe@calderdale.gov.uk
  - Telephone
  - 01422 392331 (Office)
    07860 447382 (Mobile)
4. Schools in Greetland, West Vale, Stainland, Elland, Rastrick, Calder Valley to Todmorden and Halifax south-west and south-east contact:
  - Name
  - Janet Pilling, Building Cleaning Area Manager
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - janet.pilling@calderdale.gov.uk
  - Telephone
  - 01422 393097 (Office)
    07860 210521 (Mobile)
5. If concerns or complaints are not resolved, they should be reported to:
  - Name
  - Wendy Backhouse, Building Cleaning Manager
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - wendy.backhouse@calderdale.gov.uk
  - Telephone
  - 01422 393095
  - Fax
  - 01422 392313
6. Should the client continue to be aggrieved, then they must notify in writing or by e-mail:
  - Name
  - Peter Ramsdale, Head of Environmental Health Services
  - Address
  - Environmental Health Services
    Northgate House
    Northgate
    Halifax HX1 1UN
  - E-mail
  - peter.ramsdale@calderdale.gov.uk
  - Telephone
  - 01422 392303
  - Fax
  - 01422 392399
7. If the issue cannot be resolved, you may wish to invoke the Council's Complaints procedure .
What is the basis of the service price and what will the service cost?
1. The agreed charge will be based on an assessment of cleaning hours required to perform all cleaning duties during term time, periodic maintenance in the closure periods, relief cover and the provision of all equipment and materials.
2. The charges will be subject to annual inflation in line with the labour rate unless a fixed term agreement has been made.
3. The cost of each school will be agreed on an individual basis with the customer and is given in the Service Level Agreement (to be made available separately).
4. Examples of average costs are:
  - small junior and infant school: £8,500 per annum
  - large junior and infant school: £25,000 per annum
  - small senior school: £45,000 per annum
  - large senior school: £85,000 per annum
How will I be charged?
1. The charging year is concurrent with the financial year.
2. The charges for the routine clean will be invoiced to the client by thirteen four-weekly equal payments.
3. The client will be charged for actual work carried out in each four week period.
4. Variations to routine charges will be effective from the date agreed and adjustment made accordingly in the appropriate period.
5. Charges for dayworks will be raised on completion of the work and charged out on the Sundry Debtor System.

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