SERVICE LEVEL AGREEMENTS FOR CLEANING SERVICES
GENERAL INFORMATION
Cleaning Service and Standards

You can expect your cleaner to be friendly, helpful and courteous at all times.

Your cleaner will be well presented at all times, in the correct uniform, footwear,
with tidy hair, and no excessive jewellery, make up and/or fragrances.

You can expect regular attendance and timeliness form you designated cleaner.

The equipment and materials used by your cleaner will be kept clean and tidy at all
times.

Your cleaner will be correctly trained in all aspects of their duties.

Training in cleaning work will be NVQ Level 2 in Cleaning and Support Services.

Your cleaner will report faults, damage or shortfalls in equipment to either service
users (if appropriate) or their Cleaning Services Management as soon as is
practicable.

You cleaner will look to be an integrated part of your team and share your common
resources.
What you can do to help us





Ensure the cleaning staff are made to feel and become part of your team.
Work together with Cleaning Services so that we can help you meet your objectives.
Let us know when something is wrong at the time, so that we can do something
about it.
ESTATES DIRECTORATE
Cleaning Service Level Agreement – Office Areas
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of Users
Public Toilets, Showers and
Washrooms
Daily
Bins are emptied.
Users must use the facilities
solely for the purpose for
which they are designed.
To maintain a hygienic
environment and the
preservation and maintenance
of the fabric of the building.
Toilets (inc seat and cistern),
basins, showers and baths are
free from dirt and smears.
Users are required to remove
all personal belongings from
shower/bath areas after use.
Vanity units, shelves,
dispensers, mirrors, fixtures
and fittings are free from dust
and dirt.
Floor is free from dirt and
debris.
Dispensers – soap, toilet roll,
hand towels are replenished as
required.
Kitchens and Common Rooms
To maintain a hygienic
environment for food
preparation and consumption.
Daily
Kitchen waste is removed
Weekly
Walls are spot cleaned.
Skirting and sills are free from
dirt and smears.
Fridge/dishwasher door
(external) are free from dirt
and smears.
Kitchen surfaces and tables are
free from dirt and smears.
Floor is free from dirt and
debris.
Furniture, fixtures and fittings
are free from dust and smears.
Users must wash, dry and
store personal cooking and
dining utensils.
Users are responsible for
immediately cleaning spillages
and soilage.
Users must not use bleachbased cleaning products for
additional cleaning.
Users to clean the inside of
microwaves.
Users to periodically
defrost/clean inside of fridge.
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of Users
Corridors and Stairs
Daily
Waste bins are emptied.
Corridors and stairs must be
kept clear of unnecessary
furniture.
To maintain a clean and safe
environment
Floor is free form debris/litter.
Weekly
Furniture. fixtures and fittings
are free from dust and smears.
Telephones are dust free.
Floors are free from dirt and
debris.
Reception and Entrance Areas
To maintain a clean and safe
environment
Daily
Waste bins are emptied.
All waste must be placed in
waste bins.
Desks and counters are free
from dirt and smears.
Users are responsible for
disposing of recyclable
materials separately.
Glazed vision panels in
entrance doors are free from
dirt and smears.
Users to clear services where
practicable.
Floor is free from dirt and
debris.
Weekly
Furniture. fixtures and fittings
are free from dust and smears.
Telephones are dust free.
Offices
To maintain a clean and safe
environment.
3 Weekly
Furniture, fixtures and fittings
are free from dust and smears.
All waste must be place in
recycle waste bins in corridor
nearby.
Telephones are dust free.
Users are responsible for
disposing of recyclable
materials separately.
Floor is free from dirt and
debris.
NB
Where offices are over
full/cluttered with personal
belongings then cleaning may
not be possible.
Users to clear services where
practicable.
Duties outside of SLA
Activity
Carpet shampooing
Wall washing
Cleaning after refurbishment
Stripping and resealing of floors within a 4 year period
Work repairs
Cleaning of ceiling, lighting, and lighting diffusers
Pest control
Sanitary services
Waste disposal
Defrosting of fridges/freezers
Ventilation grilles
Glass doors/partitions/screening other than removal of finger marks
ESTATES DIRECTORATE
Cleaning Service Level Agreement – Residential Accommodation
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of
Residents
Kitchen
Weekly
To ensure kitchen surfaces and
tables are free from dirt and
smears.
Residents must wipe down grill
pans, ovens and hobs after use
(see manufacturers’
instructions displayed) and
ensure personal cooking and
dining utensils are washed,
dried and stored within a
reasonable amount of time
after their use.
To maintain a hygienic
environment for food
preparation and consumption.
Hob, grill pan, oven, fridge and
freezer doors are free from
dirt and smears.
Floor is free from dirt and
debris.
Walls, skirting and sills are free
from dirt and smears.
Kitchen waste is removed (up
to a maximum of 2 bags
removed on the day of
cleaning).
Day of weekly clean to be
publicised on the notice board.
A supply of refuse bags will be
provided.
Residents are responsible for
removal of kitchen waste on a
daily basis.
Residents are responsible for
immediately cleaning spillages
and soilage. Bleach-based
cleaning products must not be
used for additional cleaning.
In preparation for the weekly
clean residents are required to
clear all work surfaces,
including draining board of all
crockery, utensils etc. and
ensure floor is clear of all
obstructions.
At the end of term residents
are responsible for defrosting
and cleaning inside of fridges
and freezers and clearing out
all cupboards on vacation.
Additional cleaning charges
will apply for kitchens left in an
unacceptable condition on
service cleaning day.
Recycling
Containers will be provided in
kitchens for glass, paper,
cardboard, plastic and can
recycling.
Recycling bins will be provided
outside all residential blocks.
To wash cans and bottles and
use correct recycling bins.
To empty recycling containers
into the recycling bins
provided outside the block.
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of
Residents
Bedrooms – en-suite pod
facilities only
En-suite facilities are clean
weekly after 9 am.
Residents must allow access.
To maintain a hygienic
environment and the
preservation and maintenance
of the fabric of the building.
Occasionally – Cleaning
Services Supervisors will
monitor standards in rooms
and pods.
Residents should remove
waste from bedroom areas
and dispose of in appropriate
bins in kitchen areas and/or
external recycling areas.
In preparation of the weekly
clean residents must clear all
surfaces of toiletries and
remove all obstructions from
the en-suite floor.
Residents must clean up
spillages as soon as possible
and report any damage.
Bleach-based cleaning
products must not be used for
additional cleaning.
Communal toilets and
washroom facilities
Weekly
Waste is removed.
Residents must remove waste
daily.
To maintain a hygienic
environment and the
preservation and maintenance
of the fabric of the building.
Toilets (inc. seat and cistern),
basins, showers and baths are
free from dirt and smears.
Residents must use the
facilities solely for the purpose
for which they are designed.
Floor is free from dirt and
debris.
Residents are required to
remove all personal belongings
from shower/bath areas after
use.
Weekly
To ensure surfaces are free
from dirt and smears.
Communal areas must be kept
clear of furniture and student
belongings.
Floors are free from dirt and
smears.
If communal areas have
wilfully been left in a mess,
residents may be liable for
cleaning charges.
Entrances, staircases and
corridors
To maintain a clean and safe
environment.
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of
Residents
All Areas
Periodic cleaning of internal
and external windows.
We will endeavour to inform
users in advance of dates for
window cleaning.
Notification will be given.
Internally normally in
vacations.
When informed in advance,
residence must close their
windows on the appropriate
date.
Periodically – Cleaning Services
Supervisors will monitor
standards in all areas.
Requisites:
Toilet Rolls
No provision in communal
toilet areas
Residents are required to
provide a supply.
No Provision in student ensuite facilities.
Residents are required to
provide a supply.
Cleaning Materials
Provided for University service
cleans only.
Residents are required to
provide own, for washing
personal utensils and for
general cleaning as outlined
above.
Cleaning Equipment
Vacuum cleaners, mops,
buckets, dustpans and
brushes, black bags and
vacuum cleaner bags provided
and maintained.
Use for the purpose for which
it is intended.
Clean and replace to the
designated storage area after
use
Cleaning Services
The Cleaning Services Team service all buildings across the University Campus. Cleaners are led by
Supervisors, who in turn are managed by Team Leaders and Facilities Managers.
The Sections Mission Statement is to provide a highly proficient, motivated and effective
workforce, which is committed to providing a high standard of cleaning services in University
buildings and externally, thereby supporting the core business of the University and helping to
create an environment which in conductive to work and aesthetically pleasing for all.
Cleaning
Interior Cleaning Team
This section covers all the academic, communal and residence space. If you require any additional
services please contact the Team Leader. Please also see our Advice to Students on Cleaning
Accommodation.
Exterior Estates Team
This section carries out the following duties
 Collection and removal of all litter from roads and footpaths on the University Campus
 Recycling collection
Rapid Response Team
 Floor Maintenance
 Shampooing of carpets
 Flood and spill clearance
If you require periodic work beyond that which is planned, please contact the Team Leader.
Window Cleaning
Windows are usually cleaned annually by specialist contractors. The contract includes the
cleaning of all glass on the exterior side. The contract is monitored by the Team Leader.
Pest Control Estates Team
All infestation of pests should be reported to the Team Leader, who will ensure that the problem
is resolved efficiently and effectively.
ESTATES DIRECTORATE
Cleaning Service Level Agreement – Laboratory Areas
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of Users
Public Toilets, Showers and
Washrooms
Daily
Bins are emptied.
Users must use the facilities
solely for the purpose for
which they are designed.
To maintain a hygienic
environment and the
preservation and maintenance
of the fabric of the building.
Toilets (inc seat and cistern),
basins, showers and baths are
free from dirt and smears.
Users are required to remove
all personal belongings from
shower/bath areas after use.
Vanity units, shelves,
dispensers, mirrors, fixtures
and fittings are free from dust
and dirt.
Floor is free from dirt and
debris.
Dispensers – soap, toilet roll,
hand towels are replenished as
required.
Kitchens and Common Rooms
To maintain a hygienic
environment for food
preparation and consumption.
Daily
Kitchen waste is removed
Weekly
Walls are spot cleaned.
Skirting and sills are free from
dirt and smears.
Fridge/dishwasher door
(external) are free from dirt
and smears.
Kitchen surfaces and tables are
free from dirt and smears.
Floor is free from dirt and
debris.
Furniture, fixtures and fittings
are free from dust and smears.
Users must wash, dry and
store personal cooking and
dining utensils.
Users are responsible for
immediately cleaning spillages
and soilage.
Users must not use bleachbased cleaning products for
additional cleaning.
Users to clean the inside of
microwaves.
Users to periodically
defrost/clean inside of fridge.
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of Users
Corridors and Stairs
Daily
Recycle bins are emptied.
Corridors and stairs must be
kept clear of unnecessary
furniture.
To maintain a clean and safe
environment
Floor is free form debris/litter.
Weekly
Furniture. Fixtures and fittings
are free from dust and smears.
Telephones are dust free.
Floors are free from dirt and
debris.
Reception and Entrance Areas
To maintain a clean and safe
environment
Daily
Desks and counters are free
from dirt and smears.
Glazed vision panels in
entrance doors are free from
dirt and smears.
Floor is free from dirt and
debris.
All waste must be placed in
waste bins.
Users are responsible for
disposing of recyclable
materials separately.
Users to clear surfaces where
practicable.
Weekly
Furniture. Fixtures and fittings
are free from dust and smears.
Telephones are dust free.
Offices
To maintain a clean and safe
environment.
3 Weekly
Furniture, fixtures and fittings
are free from dust and smears.
Telephones are dust free.
Floor is free from dirt and
debris.
NB
Where offices are over
full/cluttered with personal
belongings then cleaning may
not be possible.
All waste must be placed in
recycle waste bins.
Users are responsible for
disposing of recyclable
materials separately.
Users to clear services where
practicable.
Service Objective
Service Level Provision by
Cleaning Services
Responsibilities of Users
Laboratory
Daily
Domestic waste bins only are
emptied.
All experimental specimens
must be stored away.
To maintain a clean and safe
environment.
Floor is checked/cleaned for
stains/spillages.
Wash hand basins only are
free from dirt and smears.
Dispensers – hand towels for
use with wash basins are
replenished when required.
Weekly
Floor is free from dirt and
debris.
Users must dispose of clinical
or hazardous waste in the
appropriate manner.
Users are responsible for
cleaning the laboratory
worktops.
Duties outside of SLA
Activity
Carpet shampooing
Wall washing
Cleaning after refurbishment
Stripping and resealing of floors within a 4 year period
Work repairs
Cleaning of ceiling, lighting, lighting diffusers and ceilings
Pest control
Sanitary services
Waste disposal
Defrosting of fridges/freezers
Ventilation grilles
Glass doors/partitions/screening other than removal of finger marks
UNIVERSITY OF HULL
INSPECTION CARRIED OUT BY
SCHEDULE/AREA
QUALITY INSPECTION REPORT SHEET
DATE
TIME
A
GENERAL
1 Bins
2 Floor
3 Walls
4 Doors
5 Fixtures/Fittings
6 Furniture
7 Internal Glass
8 Low Level Dust
9 High Level Dust
10 Telephone
WASHROOMS
11 Toilet Bowl
12 Urinal
13 Basin/Sink
14 Taps
15 Cistern
16 Mirrors
17 Splash Back
18 Tiles
19 Cubicle Walls
20 Bath/Shower
21 Dispensers
SERVICES
22 Toilet Rolls
23 Hand Towels
24 Soap
OTHERS
25 Oven
26 Grill
27 Microwave
28 Hob
29 Fridge
30 Chewing Gum
31 Graffiti
Defect Code
Signed
B
C
D
E
F
G
Supervisor Comments
% Rating
No of ticks
(no of ticks + no of crosses
=
x 100
%
Repairs/Maintenance Requests
Reason for Defect
Time to rectify
Recheck date
ESTATES DIRECTORATE
Cleaning Services Feedback Form
We are always interested in hearing comments from our customers regarding any of our services.
Please take a moment to fill in our Cleaning Services Feedback Form so that we can evaluate your
comments and improve our services where necessary.
We would be grateful if you could complete this form and return it to the Cleaning Services Manager,
Estates Directorate, 53 Salmon Grove, Hull, HU6 7SZ.
Date of Occurrence:
Time:________________
Location:
__________________________________________________________________________________
__________________________________________________________________________________
Names and/or job titles of Cleaning Services Section employees (if appropriate):
__________________________________________________________________________________
__________________________________________________________________________________
Details of Occurrence:
__________________________________________________________________________________
__________________________________________________________________________________
Name of Respondent:_____________________
Job Title:________________________________
Department or other address:
__________________________________________________________________________________
__________________________________________________________________________________
Contact Details:
Telephone Number:________________________
Email Address:____________________________
Mobile Number:___________________________
Date:____________________________________
Thank you for completing this form, please return to Mrs G Shores, The Estates Directorate, 53
Salmon Grove, Hull, HU6 7SZ.
Please tick this box if you require a response to this form. All response request will be actioned
within 2 weeks.