Cleaning and Housekeeping
Not strictly under catering, but certainly related and often linked, our avisso team can offer expertise when it comes to ensuring you have the best housekeeping processes and set up in place. They can offer unbiased advice on cleaning products, bespoke to your needs, and undertake benchmarks to ensure you are receiving value for money. Their expertise extends to the ability to review contractor set-ups and the service clients are receiving, and make recommendations for improvement. We will always ensure the service and contractor strategy is in line with your organisational objectives. Areas we can explore for you are:
A full assessment of the existing contracted cleaning service to assess value for money.
A full review of the existing contractual arrangements: assessing the delivery of SLAs, fees and charges, and other stated contractor obligations.
Assessment of current staffing structure, training and resource allocation, including materials, methods and equipment. Benchmarking efficiency against output.
Cleaning product review and benchmark to ensure value.
Health and Safety assessments (see also Compliance)
Background and brief
The client had a requirement to commission an assessment of their outsourced cleaning services. avisso created a detailed proposal to answer the client’s objectives, then performed the review, producing a comprehensive report of findings and recommendations.
The client identified three key areas for the scope of this project:
A full assessment of the existing contracted cleaning service. The key objective was to measure performance against output and assess value for money
A full review of the existing contractual arrangements: assessing the delivery of SLAs, fees and charges, and other stated contractor obligations
Assessment of current staffing structure, and resource allocation, including materials, methods and equipment. Benchmarking efficiency against output
What we did
The avisso team reviewed detailed data (examples are shown below) and visited the client site to undertake observations to make recommendations to implement/put in place:
Details of charges, fees and costs, presented by the contractor to the school for a typical month
Staff job descriptions and specifications
Cleaning specifications by area – methods/frequency
Cleaning schedules by area – verification records
Inventory of cleaning equipment – if available
List of cleaning products, including COSHH data
This list is not exhaustive.
The specialist housekeeping consultant created a 45-page report for the client with detailed recommendations. This document:
measured how effective the existing service was, in terms of performance and achieved standards
benchmarked the service to provide an assessment of the value received by the client
reviewed the contract and contractor’s obligations
reviewed the staffing structure, resource allocation, methods and equipment
suggested areas where improvements to the service may be achieved
It was found that the standard of cleaning being achieved varied between ‘below standard’ and ‘satisfactory’. It was also identified that the client’s infrastructure presented some challenges for cleaning and for the contractor to therefore do an outstanding job. Suitable recommendations were made (see next section).
The rate per hour was identified as being high for the labour costs incurred.
Other factors affecting the overall value achieved by the client included Health & Safety, Equipment, Materials and Training. There were noticeable shortfalls in all these elements of the service being provided by the existing contractor.
A summary of findings
The staff lacked the tools and skills required to provide a quality service
The operation at the time was not being effectively managed or supervised
There was no breakdown in communications between the client and cleaning contractor
No ongoing or refresher training was being provided
There were several Health & Safety issues requiring attention.
The consultant concluded that the contractor did not provide a value for money cleaning service for this client. It should be noted that this is an unbiased view as the consultant does not offer a cleaning contractor service, so is able to be very fair in findings and recommendations.
Summary of recommendations
The client should become more involved in the cleaning operation in terms of overseeing the contractor and monitoring the service. Contractors will always apply their available management resources where they are most needed. Without active involvement from the client, the contractor is liable to allow standards and processes to deteriorate
Where responsibility for overseeing the operation is devolved down to the caretakers, clear guidance must be provided as to what is expected and the processes to be followed
The contractor’s management team should be attending on site more frequently than is currently the case. There is reluctance by the current contractor to devolve any authority to the supervisor and to keep all decision making with the Managing Director.
Where possible, the contractor should consider allowing the Site Supervisor to make day-to-day decisions. At present the supervisor is a much underused resource. Their tasks and remit should be reviewed.
Systems and processes should be put in place to provide the client with management information from which they can make informed decisions about the cleaning. These systems will include periodic progress meetings and joint monitoring with the contractor
Comprehensive, quality training should be provided to all staff to enable them to discharge their duties safely and effectively
The Health & Safety issues highlighted within the body of the avisso report should be dealt with promptly
The cleaning specification should be updated to provide a working, usable document for the contract