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 in the basement level of the Education Building.

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 objectives

To our customers we will:

  • Act as a business partner, and across all areas provide a professional, efficient and effective service.

Within our operations we will:

  • Ensure efficient and effective processes and systems, that are simplified, support the delivery of key strategic objectives and provide the appropriate level of governance.
  • Deliver a value for money service, by working with colleagues and business partners to ensure they obtain the maximum benefit from the service we provide, within the resources available.

Via our staff we will:

  • Offer appropriate, high quality, professional expertise through a well-trained team that is responsive, adds value, and provides the appropriate advice and information in a timely manner.
  • Ensure our staff are responsible and accountable for their work and actions.
  • Be responsive and adaptable to the changing environment.

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.

Customer feedback

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

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.

Stakeholder obligations

In order for us to be able to meet our service level standard we would like you to:

  • Provide immediate notification to us if services are not provided as stated or if there are problems (e.g. leaks, no toilet paper, change of locks to doors/security alarm number).
  • Provide 7 working days notice in the event of a VIP visit or special event so that additional cleaning arrangements can be made.
  • Provide 7 working days notice if you require enhanced or additional services.
  • Provide feedback on our performance and participate in customer surveys.

Our main duties include:

  • Interior Cleaning Services.
  • Exterior Cleansing.
  • Window Cleaning.
  • Pest Control.
  • Waste Management including Recycling.

How we measure our performance

Cleaning Services is committed to providing a high quality service. The standard of this service will be monitored by a Supervisor who will choose, at random, a different area each week. An ‘area’ may be a floor in the large building or a small department/house.

We always endeavour to provide a high standard of service to our customers and, therefore, we ask that you make every effort to comment on the service, if asked, in order for us to ascertain whether or not we are achieving our aims.

If at any time you would like the cleaning services in your department to be monitored, please contact the Cleaning Services Manager on ext. 33434.

We will regularly measure, monitor and report on our performance in the following areas:

  • Stakeholder satisfaction with our services.
  • Target performance of the standard cleaning specification.
  • Total % of waste recycled at source.
  • The training and development of our staff.
  • Our achievement against the University’s People Management Framework (PMF).
  • Total number of comments.

Future reviews and amendments to this Service Level Standard

This standard will be reviewed annually with effect from 2016/17 as part of the annual planning process and any changes will be communicated to service users.

Our Services

Key Contacts:

Jillian RobertsCleaning Services Manager
Jacquie BeaumontSenior SupervisorJ.A.Beaumont@leeds.ac.uk
Peter BolgerSenior SupervisorP.P.Bolger@leeds.ac.uk
Ruth HindmarshSenior Supervisor/Training OfficerR.Hindmarsh@leeds.ac.uk

Services and response times

We will:

Provide a cleaning service during the hours of 0600 and 2000 (Monday to Friday) to academic buildings in line with the specification (Table 1 below). However, by agreement the specification can be varied to reflect the needs and priorities of the Department, subject to incurring no additional costs or resources.

  • Provide an extended service to 11pm during the exam periods in the Laidlaw Library. A weekend and Bank holiday service will also be provided in all the libraries. A reduced service will be provided out of term time.
  • Provide an enhanced level of service during term time to the 24 hour computer clusters, including weekends and Bank holidays.
  • Provide a Cleaning Services Response Team to deal with additional daily toilet cleaning, respond to emergencies i.e. spillages and any ad hoc departmental cleaning requirements and provide periodic deep cleaning to sanitary areas.
  • Provide an external cleaning service to include the emptying of litter bins, collection and removal of all litter and leaves, snow clearing and gritting of footpaths and steps.
  • 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 (Table 2 below), e.g. floods.
  • Provide a feminine hygiene service.
  • Provide additional services (outside of standard specification in Table 1) see Table 3 below.

Table 1: Cleaning Services Specification*

AreaSpecificationFrequency
OfficesDamp dust all furniture and fittings
Dry and damp mop/vacuum floors
Fortnightly
Fortnightly
Sanitary AreasEmpty waste bins
Clean WCs, urinals and washbasins
Replenish toilet tissue and hand towels
Dry and damp mop floor
Clean pipes, radiators and skirting board
Daily
Daily
Daily
Daily
Weekly
Lecture Theatres/ ClassroomsEmpty waste bins
Check clean floor
Dry and damp mop/spray
Clean/vacuum floor
Daily
Daily
Weekly
Weekly
LaboratoriesEmpty waste bins
Dry and damp mop/ spray clean
Daily
Weekly
StaircasesSweep stairs
Damp mop stairs
Clean handrails, ledges etc.
2 x weekly
Weekly
Weekly
CorridorsEmpty recycling bins
Check clean floors
Damp dust all furniture and fittings
Damp mop/ spray clean/ vacuum
Daily
Daily
Weekly
Weekly

*This specification is currently on pause whilst we offer an enhanced cleaning service for all areas in response to coronavirus (covid-19).

Table 2: Services Response Times and Prioritisation

PriorityExamplesTarget Response Time
P1Emergencies, e.g. floods
Removal of discarded sharps
Supply of toilet paper and towels
Spillages
30 Minutes
P2Initial response to requests for additional servicesResponse within 48 hours

Table 3: Additional Services

A number of additional services are available to departments for an additional charge. These include:

ServiceCharges
Additional window cleaningTendered price
Facility for the disposal of clinical wasteCurrent price per tonne (charged on a % total waste basis)
Supply of Feminine Hygiene Vending Machines £65 Dual Vend 8 visits p.a.
Supply of fresh air units for sanitary areas£45 p.a.
Carpet cleaning/shampooingContact Cleaning Services for a quote

Appendices

Appendix 1: Further Information

Interior cleaning services

The Cleaning staff are responsible for the day to day cleaning of all areas within the buildings. The times that areas are cleaned varies from early morning (6am) through to evening (8pm) at the main University Campus.

Table 1 (see above) is a general cleaning specification guide for the different types of accommodation. The level of service detailed has been found to be that which is generally acceptable to departments.

Exterior cleansing team

This section consists of 10 full-time staff who carry out the following duties:

  • collection and removal of all litter from roads and footpaths  on the University campus
  • snow clearing and gritting of footpaths and steps
  • dealing with emergencies, e.g. floods
  • the collection of cardboard, confidential waste and other office paper, computers and mobile phones, plastics, cans and glass for recycling
  • floor maintenance

If you require any periodic floor maintenance work to be undertaken, please contact the Cleaning Services Manager, who will be pleased to provide you with a quotation.

Window cleaning 

Windows are cleaned annually by specialist contractors, who tender for the work every three years. The contract includes the cleaning of all glass on both sides in all types of window frames, fanlights, doors and internal partitions. The contract is monitored by Cleaning Services Supervisory staff.

If you require any additional window cleaning to be carried out, this can be arranged through Cleaning Services upon production of an Internal Work Order.

Pest control

All infestations of pests should be reported to Cleaning Services, who will ensure that the problem is resolved efficiently and effectively.

Waste management

The University of Leeds collects and disposes of approximately 1600 tonnes of waste per year from its main campus. The following waste streams are segregated, diverted from landfill and recycled – paper, cardboard, plastics, cans, glass, batteries, electrical and electronic waste, toner cartridges, fluorescent light tubes, wood, mobile phones, spent catering oil and chemical bottles.

If you have any queries relating to the disposal of clinical, chemical, radioactive, or any other form of waste, please refer to the University’s Waste Policy Document for further information or contact the Cleaning Services Manager on ext. 33434 or the Safety Office on ext. 34206.

Disposal of clinical waste

Those departments that generate clinical waste are responsible for ensuring that the waste produced is handled and disposed of in a secure and correct manner. In order to be able to identify the origin of a bag of clinical waste from its generation to final disposal, all bags must be sealed with a numbered tag, which can be obtained from Cleaning Services. The bags should be taken to one of the Clinical Waste Stores listed: Level 3 Worsley Building, Chemistry, Electrical Engineering, Physics, Senior Common Room, L C Mial, Garstang or Baines Wing.  Departments will be charged for this service.

If you have any queries relating to the disposal of clinical waste, please contact the Cleaning Services Manager on ext. 33434.

Office recycling scheme 

An office recycling scheme is in operation across campus for the disposal of plastics, cans, glass and paper. Recycling bins for these products along with one for general waste are sited at recycling points. These bins are then emptied by Cleaning Services.

Please contact Jillian Roberts, Cleaning Services Manager, on ext. 33434 when you require any further information.

Recycling of office paper

The University operates a recycling scheme for office waste paper. Cardboard boxes and green plastic bags are provided to departments by Cleaning Services.

The boxes will be emptied by the cleaning staff as necessary. If you require any additional drums or for further information on the scheme contact Cleaning Services on ext. 33432.

Confidential waste paper & cardboard collection

Confidential waste papers must be put into white paper sacks and these can be obtained from Cleaning Services.

Please do not overfill the bags.

A disposal procedure for confidential waste paper can be found on our cleaning services page

Disposal of redundant computers & WEEE

All old and redundant electrical equipment should be recycled by contacting Cleaning Services who will arrange for collection. They should not be placed in the general refuse bins as they are classed as hazardous waste under the WEEE regulations.

Please contact Cleaning Services on ext. 33432 for collection. There is no charge for this service.

Disposal of printer toners & cartridges

All used printer toners and cartridges should be placed in one of several recycling boxes located around campus. For nearest location please contact Cleaning Services.

Disposal of mobile phones

Old mobile phones can be recycled by sending them to Cleaning Services.

Disposal of batteries

Domestic type batteries can be disposed of by sending to Cleaning Services who will ensure that they are recycled. They must not be put in with the general refuse.

Depleted Lithium or Cadmium rechargeable batteries or Mercury containing batteries are “special wastes” and should therefore not go in the general waste skips. Since they have to be treated as chemical waste they can be forwarded to Safety Advisory Services by internal mail, provided that they are in sound condition and not leaking.

Lead Acid Batteries also constitute “special wastes” and for the purposes of disposal are treated as per Waste Chemicals.

Disposal of glass Winchester bottles

Reuse schemes for used chemical glass bottles including Winchesters is in operation whereby the bottles can be returned to the suppliers for reuse.

Fisher Chemicals have supplied a collection & return service for the Schools of Chemistry and Biology and BDH a similar services for chemical bottles for Worsley.

The bottles must be washed out and stored in containers for collection. Contact Cleaning Services for further information or the stores in the Schools.

Appendix 2: Dental Hospital, Worsley Level 5, Specification

AreaSpecificationFrequency
Clinical TreatmentCollect and remove waste. Replace liners
Clean all furniture and fittings e.g. chairs, sinks, worktops
Clean pipes, radiators, ledges, skirting boards
Dry mop and spray clean floors
Clean glass partitions in Conservation
Replace alcohol gel canister and hand cream container
2 x Daily
Daily

Daily
Daily
Monthly
As required

Clinical Non Treatment
e.g. Waiting Areas, Dental Teaching Lab, Photography, SI Stores, Dispensaries,
Oral Health Room,
X-Ray
Collect and remove waste. Replace liners
Clean all furniture & fittings e.g. chairs, sinks, worktops
Clean pipes, radiators, ledges, skirting boards
Dry mop and spray / vacuum floors
Daily
Daily
Weekly
Daily
One Day UnitCollect and remove waste. Replace liners
Clean all furniture & fittings e.g. chairs, sinks, worktops
Clean pipes, radiators, ledges, skirting boards
Dry mop and spray clean floors
Full clean of toilets
2 x Daily
Daily
Daily
Daily
2 x Daily
Offices and Teaching AreasCollect and remove waste
Clean sinks in teaching rooms
Clean all fixtures & fittings e.g. desks, cabinets, ledges skirting boards, radiators
Vacuum carpets, sweep / mop / spray / clean floor
Daily
Daily
Weekly

Weekly

ToiletsCollect and remove waste
Clean W.C. including cisterns sluices urinals, wash hand basins.
Clean all fixtures and fittings e.g. towel holders, soap dispensers,
window sills, ledges
Replenish soap, towels toilet tissue.
Damp mop floor
Clean pipes, radiators, doors, skirting boards
Check clean at lunchtime
2 x Daily
2 x Daily

Daily

2 x Daily
Daily
Weekly
Daily

Circulation AreasCollect and remove waste
Clean all furniture and fittings e.g. chairs pipes, radiators
Dry mop and spray clean floor / vacuum carpets
High level dusting to hand height
Daily
Daily

Daily

Monthly

Additional Duties

SpecificationFrequency
Periodic Special CleansFloor under Dental Chairs
Under bench cleaning
Perspex divides in Conservation
Clean behind cupboards
Clean storage areas
Annually
Annually
Annually
Annually
On request
Window CleaningFront Entrance
All other windows
6 x Annually
Annually
External CleaningEmpty all litter bins and ashtrays
Removal of litter, leaves and debris
Daily
3 x weekly

Appendix 3: External Cleaning Specification

Area 1 – Parkinson, Chemistry, Engineering, St George’s Field, Cemetery Road, rear of Brotherton Library, Woodhouse Lane.

AreaDutiesFrequency
Parkinson side entrance, steps and grass, Chemistry up to EngineeringEmpty litter bins and litter pick the area2x Daily
Parkinson side entrance and main steps, Front and rear of Chemistry and Great Hall, Electrical, Mechanical and Civil Engineering, St George’s Field, Boiler HouseSweep, empty litter bins and litter pick areaDaily am
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
From Chemistry Barrier and up
Cemetery Road
Road sweep Daily
Special/VIP eventsSee separate specification belowSee separate specification

Area 2 – From Parkinson Arches, along University Road incl Clothworkers Courtyard, Western campus, Cromer Terrace, Clarendon Place, Lifton Place, and Lyddon Terrace.

AreaDutiesFrequency
Parkinson Arches, University Road, Clothworkers CourtyardEmpty litter bins and litter pick the area2 x Daily
Western CampusEmpty litter bins and litter pick areaDaily am
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
From Chemistry Barrier and up Cemetery RoadRoad sweep Daily
Special/VIP eventsSee separate specification belowSee separate specification

Area 3 – All round Ziff Building and Michael Sadler entrance facing, Social Sciences Building, Piazza Area, University Precinct, rear of Psychology, Student Union, Refectory and PCI, and level 8 Earth Sciences.

Area DutiesFrequency
Ziff Building, Michael Sadler, Social Sciences, Piazza Area, University Precinct, rear of Student Union, PCI, and level 8 Earth SciencesEmpty litter bins and litter pick the area2 x Daily
Ziff Building, Michael Sadler, Social Sciences, Piazza Area, University Precinct, rear of Student Union, PCI, and level 8 Earth SciencesSweep entrances to all buildingsDaily
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
Student PrecinctRoad sweepDaily
Special VIP eventsSee separate specification belowSee separate specification

Area 4 – Front of Social Sciences, Edward Boyle Library down to Chancellor’s Court, Level 7 walkways, Roger Stevens, Food Sciences, Multi-storey carpark, Music.

AreaDutiesFrequency
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
Chancellors Courtyard and Front of
Food Sciences
Road sweep Daily
Front of Social Sciences, Edward Boyle Library down to Chancellor’s Court, Level 7 walkways, Roger Stevens, Food Sciences, Multi-storey carpark, MusicSweep, empty litter bins and litter
pick the area
2 x Daily

Area 5 – Sports Hall, Conference Auditorium, Pond, Willow Terrace Road, Car park Roger Stevens, steps rear of Sports Hall, Clarendon Way, Worsley.

AreaDutiesFrequency
Sports Hall, Conference Auditorium, Pond, Willow Terrace Road, Car park Roger Stevens, steps rear of Sports Hall, Clarendon Way, WorsleySweep, empty litter bins and litter
pick the area
Daily
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
Willow Terrace RoadRoad sweepDaily
Sports Hall Car park Roger StevensRoad sweepWeekly
Special/VIP eventsSee separate specification belowSee separate specification

Area 6 – Woodhouse Lane (Security, Hopewell House, Spanish), 11-15, 17,18 Blenheim Terrace, Laidlaw Library Front and Rear, Cavendish Road, Hillary Place.

AreaDutiesFrequency
Woodhouse Lane, Blenheim Terrace, Laidlaw, Cavendish Road, Hillary PlaceEmpty litter bins and litter pick the areaDaily
LaidlawSweepDaily
Laidlaw (Front)Empty litter bin and litter pick2 x Daily
Entrance to Security, Hopewell House, SpanishSweepMonday and Thursday
All entrances Blenheim TerraceSweep Tuesday
All entrances Cavendish RoadSweepWednesday
Maps and SignageRemove stickers and graffitiDaily
Refuse bin storage areaSweep and remove litterMonthly
Hillary Place, Cavendish RoadRoad sweepDaily
Special/VIP eventsSee separate specification belowSee separate specification

Special/VIP Events

AreaDutiesFrequency
All areas where the event is taking placeWash external casings of all litter bins and information signs. Remover stickers and graffiti. Remove weeds. Sweep and litter pick area. Road sweeper to be used in suitable areas

Degree Ceremonies

AreaDutiesFrequency
Great Hall, Clothworkers Courtyard, Piazza Area, Student Precinct

All areas to be swept and litter picked
All seating to be washed

Daily before start of event and throughout the day
As required before and during the event
Wells in front of Michael SadlerRemove litter and leavesBefore event
Student PrecinctEmpty all litter bins, Remover glass bottles and waste from the rear of the marquee. Assist Catering in the clearing of the tablesAs required during the day

Weekends (Saturday, Sunday mornings term time only)

AreaDutiesFrequency
Security, Laidlaw Library, Parkinson, Chemistry, Electrical, Mechanical, Civil Engineering, University Road, Piazza Area, Student Precinct, Edward Boyle LibraryEmpty litter bins and litter pick area. Sweep up broken glassDaily

Appendix 4: Cleaning Services Members of Staff

NameJob TitleContact DetailsArea of Responsibility
Mrs Jillian RobertsCleaning Services Managerx33434All University buildings with the exception of Residential, University Union and Catering buildings at the main site
Mr Peter BolgerSenior Supervisorp.p.bolger@leeds.ac.uk
07961 926000
x33436
Ms Vicky HaighSupervisor07961 953026Leeds Business School, Charles Thackrah, Liberty Building, Gryphon Gym, Fairburn House
Mrs Theresa FahySupervisor07961 953158Transport Studies, Psychology,
Fine Arts, Geography
All houses on Lyddon Terrace, Clarendon Place, Lifton Villas and Studios, FD Building
Miss Jacqui SmithSupervisor07958 100187All houses on Woodhouse Lane and Blenheim Terrace, Education, Laidlaw Library, Emmanuel Church and Workshop Theatre
Mrs Valerie ApontuaSupervisor07961 953016Music, English, Ziff Building
Mrs Beryl CrombieSupervisor07961 952746Clothworkers North, South and Central, Botany House, PCI, Beech Grove House, All houses on Cromer Terrace, Michael Sadler and Social Sciences
Mr Courtney McAuleySupervisor07961 953271Mathematics,
Earth and Environment
Miss Jacquie BeaumontSenior Supervisorj.a.beaumont@leeds.ac.uk
07852 868854
x33435
Mrs Jackie BlakeboroughSupervisor07754395348Food Sciences, Roger Stevens, Priestley Building, NHS Postgraduate Medical & Dental Education, IT Services, Willow Terrace, Conference Auditorium
Mrs Sylwia CieslakSupervisor07961 952834Garstang, Hyde Terrace, Springfield Mount
Mrs Sue TaylorSupervisor07961 953344Irene Manton, Astbury, LC Miall Buildings
Miss Dawn AbelSupervisor07961 952474E C Stoner, Physics Deck
Mrs Christiane BinghamSupervisor07961 952286Dental Hospital Worsley Level 5
Mrs Theresa FahySupervisor07961 953158Worsley Levels 8,9,10,11
Mrs Sandra TosneySupervisor07961 953307Light Building,
Worsley Levels 3,4,6,7
Miss Ruth HindmarshSenior Supervisor/
Training Officer
r.hindmarsh@leeds.ac.uk
07961 953230
x37047
Mr Neil McPhailSupervisorN.F.McPhail@leeds.ac.uk
07961 953218
Response Team, Chemistry
Ms Diana Fitzgerald Supervisor07961 952628Engineering, Civil,
Energy Buildings
Ms Christiane BinghamSupervisor07691 952286Electrical, Mechanical Engineering, Mining, Cemetery Lodge
Mr Mark PantlingSupervisorM.A.Pantling@leeds.ac.uk
07961 952636
Parkinson, Baines Wing, Brotherton Library
Cleansing Supervisor07939 533673
x33432
Cleansing Team