This document provides frequently asked questions and answers about security, staffing, financial, communication, reference, contract and performance procedures for a cleaning company. The cleaning company will identify staff through uniforms and ID badges. New staff are background checked. Customers will be provided names and addresses of cleaning staff and references subject to privacy requirements. Short term absences will be covered by supervisors and long term by permanent replacement cleaners. Strict procedures are in place to ensure security of keys and alarm codes. Public liability insurance of £5 million is carried. TUPE transfers of existing cleaners will follow required processes. Regular meetings will be held to discuss service levels and issues. Rolling 28 day contracts are standard to allow flexibility if unsatisfied.

1. FREQUENTLY ASKED QUESTIONS
SECURITY
How will we identify your
staff?
All staff will wear a company uniform and will carry a
company ID badge.
How do you check out new
staff?
All applicants complete an application form and supply two
references. We check identity, that they are entitled to
work in the UK, proof of address and that they have a bank
or building society account. A CRB check can be arranged
if you require it.
Will I be given the names,
addresses and references for
all you staff with access to
our premises?
You will be given the names and addresses of all cleaning
staff working at your premises. References are available
subject to confidentiality and data protection requirements.
What arrangements will be
made if our regular cleaner is
sick or on holiday?
Short term absences will be covered by a QX supervisor.
Longer term and planned absences, such as holidays, will
be covered by a replacement cleaner drawn from our
existing permanent staff.
What procedures do you
have to ensure the security of
our keys and alarm codes or
fobs?
Keys and fobs are identified by a unique code. Your name
and address are not attached to the keys or fob. Codes
and alarm codes are held on a secure database at our
offices.
What happens if there is a
security problem?
If keys are lost or stolen we will inform you immediately.
The cost of replacement locks or keys will be paid by us. If
there is a security issue while our staff are on your
premises, they are instructed to call the police immediately.
What level of Public Liability
insurance cover do you
have?
We carry £5 million Public & Products Liability insurance.
TUPE
How will you handle a TUPE
transfer?
When you accept our proposal we will ask for the details of
your existing cleaning contractor. There is an agreed
process for handling TUPE transfers and you should not
need to get involved.
If I don’t want the current
cleaners, how will you deal
with it?
All employees have a right to transfer. Depending on the
cleaners’ length of service, it may take us up to 14 days to
comply with your request. However, we guarantee the
standard of service you will receive during this time.

2. FINANCIAL VIABILITY
How long do you estimate the
job will take?
Please see the Pricing and Manpower section of this
proposal.
Do you pay minimum wage?
Yes. All cleaners receive at least the national minimum
wage.
Please see the Pricing and Manpower section of this
proposal.
What hourly rate will you be
charging us on this contract?
COMMUNICATION
How often will I meet with a
representative of your
company?
We schedule a monthly face to face meeting
Will it be a formal meeting to
discuss service levels,
problems, periodic work
planned and completed, etc.?
Yes. We will agree a formal agenda for the meeting with
you.
REFERENCES
Can you supply me with the
names and contact details of
10 of your customers nearest
to here?
Yes. Please contact us when you are happy with this
proposal and would like to take the next step.
CONTRACT
PERFORMANCE
How will you ensure that the
job is carried out to my
satisfaction?
Our cleaners are trained to carry out their duties in the
most effective and efficient way. We will carry out regular
inspections of the cleaning while the work is being carried
out. We use a telephone timekeeping system to monitor
cleaners’ hours to ensure they are spending the right
amount of time to do the job.
How often will the cleaner(s)’
work be checked?
Depending on the size of the contract, inspections are
carried out at least fortnightly. Our representative can
discuss the frequency with you.
Who do I contact in your
company if there is a
problem?
Our main telephone number is manned 24 hours a day, 7
days a week. In addition, you will be given the mobile
number and email address of our area service manager
and the email address of our customer services manager.

3. How long can I expect an
acknowledgement and
resolution of any complaint?
Any complaint will be acknowledged within 2 hours, although
we aim to get back to you immediately. We aim to resolve
complaints by the next working day, but if this is not possible
we will tell you.
How do you organise
quarterly or periodic jobs? Will
the cleaners carry these out in
their normal time or work
longer hours?
Cleaners’ duties include only daily and weekly tasks. Less
frequent tasks are scheduled separately and additional time
is allocated for them. The price quoted includes these
periodic tasks. There are no additional charges.
Can you offer me a 1 month
rolling contract so that if I’m
not happy, I’m not tied to your
company?
Our standard agreements are 28 day rolling contracts. We
expect to keep you as a customer through the quality of our
service, not restrictive contract terms.
Contracts for certain washroom and hygiene products and
services are for longer periods. These will be made clear to
you before you commit to them.