Cleaning Services Standard

Introduction

The overall aim of the service is to provide a highly proficient, motivated and effective workforce, which is committed to providing a high standard of cleaning services in University buildings, thereby assisting the core business of the University and to create an environment which is conducive to work and aesthetically pleasing for University students, employees, and visitors.

Cleaning Services is part of the Facilities Directorate and services all buildings on the main University campus with the exception of the Refectory, Students Union and Halls of Residence. The offices are located at 28 University Road.

The service will provide and seek value for money in all its activity, and provide efficient and effective systems and processes.  The service will work with colleagues to ensure compliance with appropriate rules and regulations and will provide robust but constructive challenge, with the aim of delivering the best benefits for the University.  Throughout all this the service will act as a business partner and help facilitate progress.

Our vision

Our vision is to provide a quality service to the University, by continuously exceeding customer expectations, enhancing the student experience and valuing the skills, experience and diversity of our staff.

Our Service Level Standard

Objective of the standard

The purpose of this Service Level Standard is to describe the key services we provide and the quality standards we aim for in terms of service delivery.

This Standard sets out:

• The services we provide to the majority of the University of Leeds.
• The overall standard which we aim to achieve in the provision of our services.
• A mechanism for resolving any problems relating to the delivery of the service.

Overview

Due to the continued uncertainty surrounding transitional ways of working and future ways of working in the University a transitional Service Level Agreement (SLA) for Cleaning Services based on the changing needs of the University to ensure a safe and clean environment conducive to learning and working will be in place from September 2021, this will be reviewed and monitored as circumstances change.   

Cleaning industry standards and best practice guides, such as recommendations being set out by the British Institute of Cleaning Science (BICSc), as well as addressing government recommendations for enhanced cleaning have been taken into consideration. 

Transitional Service Level Agreement

This SLA illustrates how the standard of cleaning can be achieved to an acceptable level of quality, this is an output-based specification based on BICSc outcome criteria, which means that detailed frequencies and times are not included however the outcomes will meet this criteria. The objectives set are for fully occupied areas, frequency of cleans will be adjusted dependent on use of areas.  

The objectives of the output specification are:  

• More frequent cleaning and sanitising in high footfall areas, sanitising of obvious touch points areas e.g. door handles and plates, handrails, intercoms, reception area fixtures and fittings, to assist in reducing the risk of transmission by daytime housekeeping team  
• The visibility of Cleaning Services and our associated activities, to instil confidence that the University is providing and maintaining a safe, healthy and hygienic campus 
• Main entrances, internal access routes, large circulation spaces, lift cars and lobbies will be cleaned daily
• WC/washroom facilities, will have a full daily clean and additional cleans and checks during the day dependent on footfall – some may have one check, some areas more frequent checks  
• Welfare and rest areas such as shared kitchens will be cleaned daily, however crockery, cutlery etc. will not be cleaned. Internal of fridges will also not be cleaned
• Floors and accessible surfaces in offices, meeting rooms, teaching spaces will be checked and cleaned daily and receive a full clean weekly, with a continued supply of cleaning and sanitising materials for local use by staff and students
• Refuse and recycling will be removed daily

As a guide cleaning schedules are provided for the cleaning team which detail what tasks need to be undertaken to meet the standard. The cleaning schedule frequency of tasks and designated areas is designed to guide and assist cleaning operatives by clearly defining areas of responsibility, giving accountability and support, however as building occupancy is not fully known this remains flexible dependent on area use, if areas are not used the frequency will be adapted accordingly.  

The cleaning standards will be measured using the BICSc outcome criteria for defining ‘what is clean’ the quality of cleaning will be measured, recorded and corrective actions taken where required on the electronic EQMS inspection module.  

 All cleaning products and equipment are chosen to ensure they are suitable, safe and easy to use and comply with infection control measures for a safe work environment such as colour coding equipment, battery sprayers to use in large areas for sanitising and viricidal sanitising products, Safe Operating Procedures, training of all practices are carried out with the cleaning team.   

The use of the sanitising products will continue in washroom areas, cleaning stations and where general cleaning duties require sanitising. These products meet with the EN 14476 viricidal product standard for anti-viral sanitiser as recommended by BICSc and continues to meet with our sustainability objectives. We have also updated our staff handbooks and training manuals and will carry out training with all staff before commencing the work  

In the event of a ‘virus’ pandemic, this will be assessed by Health & Safety and Cleaning Services will respond accordingly.   

The Cleaning Services team will deliver the cleaning specification and cleaning schedules to ensure quality enhanced cleaning and sanitising standards can be achieved and maintained, leading to an improved and sustained cleaning service delivery.  

The Cleaning Services team supports the University in providing a welcoming, clean and safe environment conducive to learning for students, staff and visitors. Whilst every effort to achieve these standards are made, it also remains the responsibility of everyone to take care of their own safety and welfare. 

Increasing frequencies and level of cleaning standards is one of many measures in ensuring a safe and clean environment, it should be remembered that to maintain good hygiene individuals should take personal responsibility and follow any control measures the University has in place. Personal responsibility is a key point of infection control and cleaning as you go in areas such as kitchens will be vital to reduce viral spread. This would be supported by the implementation of clear desk policy and “decluttering” of spaces, especially shared kitchens, where colleagues should be asked to refrain from sharing cups, crockery, water jugs, cutlery etc. this will ensure that more effective cleaning can take place. 

Whilst hand washing remains one of the most effective action an individual can take, the provision of anti-viral gels and provision of cleaning materials to meet expectations are made available to staff by the University. It is recommended that to help reduce the spread of many infectious pathogens in workplaces, a firm focus should be placed on hygiene behaviour of individuals rather than a reliance on routine ‘deep cleaning’ and sanitising.  

To ensure individuals can take personal responsibility for working safely, cleaning services will provide:  

• Anti-viral gel dispensers at appropriate entrances, access and egress points  
• Anti-viral gel dispensers in the multi storey car park 
• Anti-viral gel dispensers inside/outside lifts 
• Hand washing facilities and the supply of anti-viral gel in all mail and goods in areas of the campus  
• Provision of hand sanitiser and sanitising products inside vehicles or by supplying the staff who operate in them 
• Sanitiser and blue roll in all kitchens or at cleaning stations in larger / busier offices or place of work  
• Hand soap and washing up detergent in shared kitchens 
• Provision of sanitiser and blue roll in meeting rooms open for use, for use on surfaces or shared AV/IT equipment 
• Sanitiser and blue roll in teaching, study space, IT clusters, social space, libraries 

Please note, empty sanitiser bottles need to be returned to cleanings services for refilling to maintain our sustainability of pledge of not using single use plastic. Contact your local Operations Team Leader for collection and refilling.  

Additional cleaning services provided:

• Provide a waste management service for the removal of all types of waste from campus.  
• Provide collection and recycling facilities for cardboard, paper, confidential papers, glass, plastics, aluminium cans, IT and other electrical equipment, fluorescent light tubes, and batteries.  
• Provide and manage a facility for the disposal of healthcare waste.  
• Provide and monitor the annual window cleaning contract.  
• Provide a pest control service.  
• Provide a facility for dealing with emergencies, e.g. floods. Contact the Helpdesk if required eshelp@leeds.ac.uk / ext. 35555
• Provide a feminine hygiene service.  
• Additional services are available for an additional charge. Contact Helpdesk to arrange eshelp@leeds.ac.uk / ext. 35555

Cleaning Services will endeavour to be flexible and agile in responding to the University changing needs to work towards a more sustainable and settled future way of working.  

Customer service

We welcome constructive feedback on the services provided by Cleaning Services. Comments on our work should be sent to cleaningComments@leeds.ac.uk.

Any requests for cleaning or sanitising services or advice should be made via the Helpdesk eshelp@leeds.ac.uk ext. 35555.

Any requests for sanitising products should be made via the online ordering service.

Any assistance required with emergency situations should be requested through the Helpdesk eshelp@leeds.ac.uk ext. 35555.

We will carry out an annual survey, in the form of a user questionnaire, of the effectiveness and satisfaction with our services. The results of this survey are used to develop an annual actual plan which outlines our continuous improvement projects.

Our main duties include:

• Interior cleaning services
• Window cleaning
• Pest control
• Waste management including recycling

Our Services

Key Contacts: