Service Definition |
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Standard evidenced daily prior to the start of the business day, and maintained throughout the day
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Cleaning in accordance with the agreed cleaning specification including:
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Floors and stairs: All floor surfaces to be kept free from debris; clean, dry and not slippery; free from stains, marks and dust. |
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Walls/doors/window frames: All walls, fittings, glass panels & notice boards, window and door frames etc. to be kept free from debris, marks and dust, and graffiti; clean and dry with no evidence of residual cleaning agents, fingermarks or smears. |
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Furniture and fittings: Must be kept clean and dry with no evidence of residual cleaning agents, fingermarks or smears. |
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Bins: must be empty, clean and dry inside and out and replaced in their original locations; contents disposed of in an agreed manner as appropriate |
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Entrances, service areas, car parks, paving, paths, grounds, well areas, patios, parapets and the outside of buildings must be maintained so that no debris, litter, cigarette ends, dirt or spillages is apparent after cleaning. Waste bins are to be emptied and replaced in their original locations. |
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Housekeeping:
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Cleaning all black/white/green boards as appropriate |
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Resetting rooms according to agreed layouts/capacities and leaving furniture tidy |
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Checking and replenishment of supplies of appropriate chalk/pens etc. for use on black/green/whiteboards; |
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Disposal of old chalk/pens etc.; |
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Reporting any maintenance/housekeeping requirements to the DTS Helpdesk for action; |
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On a weekly basis, checking for any non-specified/broken furniture and arranging for its collection/disposal/replacement as necessary; |
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On a monthly basis undertaking a furniture Audit to ensure that matching furniture is located in the appropriate rooms and that there is adequate provision for the lecturer (e.g. table/lectern, chair etc.); |
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On a monthly basis, checking all blinds/curtains are functioning correctly and all lights are operational |
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On a monthly basis, checking required signage in the room is present, legible and correctly affixed to the wall |
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Occasional:
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Cleaning carpets as necessary |
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Cleaning windows |
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Cleaning all light fittings & undertaking bulk lamp replacement |
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Cleaning all ventilation grilles |
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Support for Special Events:
Where events take place in “Company” space the same high standards will be maintained irrespective of the use/customer. However, where a customer requires additional/specific service requests these will be notified by “Company” and may include:
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Alternative room set-up |
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Additional cleaning or servicing before/after an event |
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Additional manpower, cleaning materials, equipment at additional cost |
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Maintenance: |
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Response times:
1 = Emergency Attendance within 1 working hour.
(A fault causing serious damage or a major risk to health, safety or security) |
2 = Urgent Attendance within 1 working day.
(A fault causing minor damage or risk to health, safety or security) |
3 = Important Attendance within 5 working days.
(A fault affecting an essential service) |
4 = Routine Attendance within 4 working weeks.
(A fault affecting a non-essential service, new works, projects and improvements)
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Monitoring: |
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This SLA will be monitored against the following:
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Volume of user feedback and complaints |
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Maintenance response times achieved |
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Feedback from audits conducted by Facility Manager (Company) and Facility Manager Golden Star |
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