CLEANING SERVICES...

COMMERCIAL AND CAMPUS SUPPORT SERVICES CLEANING SERVICES STANDARD March 2017

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CLEANING SERVICES STANDARD March 2017

Commercial and Campus Support ServicesFACILITIES DIRECTORATE


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1. Our Service Page No.

Introduction 3

Our Objectives 3

2. Our Service Level Standard

Objective of the Standard 4

Customer Feedback 4

How we Measure our Performance 4

Future reviews and amendments to this Service Level Standard 4

3. Our Services

Cleaning Services Specification 6

Service Response Times and Prioritisation 6

Additional Services 6

4. Appendices

1. Further Information 7

1.1 Interior Cleaning 7

1.2 Exterior Cleansing 7

1.3 Window Cleaning 7

1.4 Pest Control 7

1.5 Waste Management 7

1.6 Disposal of Clinical Waste 7

1.7 Office Recycling Scheme 7

1.8 Recycling of Office Paper 8

1.9 Confidential Waste Paper and Cardboard Collection 8

1.10 Disposal of Redundant Computers and WEEE 8

1.11 Disposal of Printer Toners and Cartridges 8

1.12 Disposal of Mobile Phones 8

1.13 Disposal of Batteries 8

1.14 Disposal of Glass Winchester Bottles 8

2. Dental Hospital, Worsley Level 5, Specification 9

2.1 Dental Hospital Worsley Level 5 floor plan 11

3. External Cleaning Specification 12

4.1 Special/VIP events 14

4.2 Weekends 14

4. Cleaning Services Members of Staff 15

Contents


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IntroductionThe 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 Service

Our objectivesTo 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.


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Objective of the standardThe 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 feedbackWe welcome constructive feedback on the services provided by the Department. Comments should be sent to [email protected].

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 obligationsIn 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 Service Level Standard

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 StandardThis 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.


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Our Services

Key Contacts:Janet Willis Cleaning Services Manager [email protected]

Jacquie Beaumont Senior Supervisor [email protected]

Peter Bolger Senior Supervisor [email protected]

Ruth Hindmarsh Senior Supervisor/Training Officer [email protected]

Kevin Banks Cleansing Supervisor [email protected]

Services and response timesWe will:

• Provide a cleaning service during the hours of 0600 and 2000 (Monday to Friday) to academic buildings in line with the specification (Page 6, Table 1). 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 (Page 6, Table 2), e.g. floods. A procedure for dealing with floods can be found at commercialcampussupport.leeds.ac.uk/wp-content/uploads/2015/07/Floods_Process_Maps.pdf

• Provide a feminine hygiene service.

• Provide additional services (outside of standard specification in Table 1) see Page 6, Table 3.


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Table 1: Cleaning Services Specification

Area Specification Frequency

Offices Damp dust all furniture and fittings Dry and damp mop/vacuum floors

FortnightlyFortnightly

Sanitary Areas

Empty waste binsClean WCs, urinals, and washbasinsReplenish toilet tissue and hand towelsDry and damp mop floorClean pipes, radiators, skirting board

DailyDailyDailyDailyWeekly

Lecture Theatres/ Classrooms

Empty waste binsCheck clean floorDry and damp mop/spray clean/vacuum floorClean all fixtures and fittings

DailyDailyWeeklyWeekly

Laboratories Empty waste binsDry and damp mop/spray clean floors

DailyWeekly

Staircases Sweep stairsDamp mop stairsClean handrails, ledges etc.

2 x weeklyWeeklyWeekly

Corridors

Empty recycling binsCheck clean floorsDamp dust all furniture and fittingsDamp mop/spray clean/vacuum floor

DailyDailyWeeklyWeekly

Table 2: Service Response Times and Prioritisation

Priority Examples Target Response Time

P1

Emergencies, e.g. floodsRemoval of discarded sharps Supply of toilet paper and towelsSpillages

30 Minutes

P2 Initial response to requests for additional services Response within 48 hours

Table 3: Additional ServicesA number of additional services are available to departments for an additional charge. These include:

Service ChargesAdditional window cleaning Tendered price

Facility for the disposal of clinical waste Current price per tonne (charged on a % total waste basis)

Supply of Femenine Hygiene Vending Machines £65 Dual Vend 8 visits p.a.

Supply of fresh air units for sanitary areas £45 p.a.


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Appendix 1: Further Information

Interior cleaning servicesThe 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 page 6) 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:

• daily mechanical sweeping of “Red Route”

• 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

• shampooing of carpets and upholstery

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 schemeAn 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 Janet Willis, Cleaning Services Manager, on ext. 33434 when you require any further information.

Appendices


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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 Mr Kevin Banks on ext. 33432.

Confidential waste paper & cardboard collection Confidential waste papers must be put into blue plastic bags and these can be obtained from Cleaning Services. Please do not overfill the bags.

A disposal procedure for confidential waste paper can be found at commercialcampussupport.leeds.ac.uk/wp-content/uploads/2015/07/Disposal-procedure-for-confidential-waste-paper.pdf

Disposal of redundant computers & WEEEAll 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 Mr Kevin Banks on ext. 33432 for collection. There is no charge for this service.

Disposal of printer toners & cartridgesAll 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.


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Appendix 2: Dental Hospital, Worsley Level 5, Specification

Area Specification Frequency

Clinical Treatment

Collect and remove waste. Replace linersClean all furniture and fittings e.g. chairs, sinks, worktopsClean pipes, radiators, ledges, skirting boardsDry mop and spray clean floorsClean glass partitions in ConservationReplace alcohol gel canister and hand cream container

2 x DailyDailyDailyDailyMonthlyAs required

Clinical Non Treatmente.g. Waiting Areas, Dental Teaching Lab, Photography, SI Stores, Dispensaries,Oral Health Room, X-Ray

Collect and remove waste. Replace linersClean all furniture & fittings e.g. chairs, sinks, worktopsClean pipes, radiators, ledges, skirting boardsDry mop and spray / vacuum floors

DailyDailyWeeklyDaily

One Day Unit

Collect and remove waste. Replace linersClean all furniture & fittings e.g. chairs, sinks, worktopsClean pipes, radiators, ledges, skirting boardsDry mop and spray clean floorsFull clean of toilets

2 x DailyDailyDailyDaily2 x Daily

This area must be cleaned in its entirety. Theatre blues and clogs must be worn at all times.

Offices and Teaching Areas

Collect and remove wasteClean sinks in teaching roomsClean all fixtures & fittings e.g. desks, cabinets, ledges skirting boards, radiatorsVacuum carpets, sweep / mop / spray / clean floor

DailyDailyWeekly

Weekly

Toilets

Collect and remove wasteClean W.C. including cisterns sluices urinals, wash hand basins.Clean all fixtures and fittings e.g. towel holders, soap dispensers, window sills, ledgesReplenish soap, towels toilet tissue.Damp mop floorClean pipes, radiators, doors, skirting boardsCheck clean at lunchtime

2 x Daily2 x DailyDaily

2 x DailyDaily WeeklyDaily

Circulation Areas

Collect and remove wasteClean all furniture and fittings e.g. chairs pipes, radiatorsDry mop and spray clean floor / vacuum carpetsHigh level dusting to hand height

Daily DailyDailyMonthly


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Additional Duties

Specification Frequency

Periodic Special Cleans

Floor under Dental ChairsUnder bench cleaningPerspex divides in ConservationClean behind cupboardsClean storage areas

AnnuallyAnnuallyAnnuallyAnnuallyOn request

Window Cleaning Front EntranceAll other windows

6 x AnnuallyAnnually

External Cleaning Empty all litter bins and ashtraysRemoval of litter, leaves and debris

Daily3 x weekly


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Appendix 2.1 Dental Hospital Worsley Level 5 floor planAppendix 3.1 Dental Hospital Worsley Level 5 floor plan

Page of 13 17

Colour Area

Clinical Treatment

Non-Clinical

Office/Teaching areas

Tiolets

Storage areas


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Appendix 3: External Cleaning Specification

Area Duties Frequency

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

Parkinson side entrance, steps and grass, Chemistry up to Engineering

Empty litter bins and litter pick the area 2 x 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 House

Sweep, empty litter bins and litter pick area Daily am

Maps and Signage Remove stickers and graffiti Daily

Refuse bin storage area Sweep and remove litter Monthly

From Chemistry Barrier and up Cemetery Road

Road sweep Daily

Special/VIP events See separate specification below See separate specification

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

Parkinson Arches, University Road, Clothworkers Courtyard


Parkinson side entrance and main steps, Front and rear of Chemistry and Great Hall, Electrical, Mechanical and Civil Engineering, St George’s Field, Boiler House

Sweep, empty litter bins and litter pick area

Daily am



From Chemistry Barrier and up Cemetery Road

Road sweep Daily



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Area Duties Frequency

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.

Ziff Building, Michael Sadler, Social Sciences, Piazza Area, University Precinct, rear of Student Union, PCI, and level 8 Earth Sciences


Ziff Building, Michael Sadler, Social Sciences, Piazza Area, University Precinct, rear of Student Union, PCI, and level 8 Earth Sciences

Sweep entrances to all buildingsDaily



Student Precinct Road sweep Daily


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.



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, Music

Sweep, empty litter bins and litterpick 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.

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

Sweep, empty litter bins and litter pick the area

Daily



Willow Terrace Road Road sweep Daily

Sports Hall Car park Roger Stevens Road sweep Weekly



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

Woodhouse Lane, Blenheim Terrace, Laidlaw, Cavendish Road, Hillary Place

Empty litter bins and litter pick the area Daily

Laidlaw Sweep Daily

Laidlaw (Front) Empty litter bin and litter pick 2 x Daily

Entrance to Security, Hopewell House, Spanish Sweep Monday and Thursday

All entrances Blenheim Terrace Sweep Tuesday

All entrances Cavendish Road Sweep Wednesday



Hillary Place, Cavendish Road Road sweep Daily


Special/VIP Events

All areas where the event is taking place

Wash 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.

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 Sadler Remove litter and leaves Before event

Student PrecinctEmpty all litter bins, Remover glass bottles and waste from the rear of the marquee. Assist Catering in the clearing of the tables

As required during the day

Weekends (Saturday, Sunday mornings term time only)

Security, Laidlaw Library, Parkinson, Chemistry, Electrical, Mechanical, Civil Engineering, University Road, Piazza Area, Student Precinct, Edward Boyle Library

Empty litter bins and litter pick area. Sweep up broken glass

Daily


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Appendix 4: Cleaning Services Members of Staff

Name Job Title Contact Details Area of Responsibility

Mrs Janet Willis Cleaning Services [email protected] 382504 x33434

All University buildings with the exception of Residential, University Union and Catering buildings at the main site

Mr Peter Bolger Senior [email protected] 926000x33435

Ms Vicky Haigh Supervisor 07961 953026Leeds Business School, Charles Thackrah, Liberty Building, Gryphon Gym, Fairburn House

Mrs Theresa Fahy Supervisor 07961 953158

Transport Studies, Psychology, Fine Arts, Geography All houses on Lyddon Terrace, Clarendon Place, Lifton Villas and Studios, FD Building

Mrs Jackie Smith Supervisor 07958 100187

All houses on Woodhouse Lane and Blenheim Terrace, Education, Laidlaw Library, Emmanuel Church and Workshop Theatre

Mrs Valerie Apontua Supervisor 07961 953016 Music, English, Ziff Building

Mrs Beryl Crombie Supervisor 07961 952746

Clothworkers North, South and Central, Botany House, PCI, Beech Grove House, All houses on Cromer Terrace, Michael Sadler and Social Sciences

Mr Courtney McAuley Supervisor 07961 953271Mathematics, Sports Centre, Earth and Environment, E Boyle Library Studies

Miss Jacquie Beaumont Senior [email protected] 868854x33436

Mrs Jackie Blakeborough Supervisor 07961 952345Food Sciences, Roger Stevens, Staff Centre, Yorkshire Deanery, ISS, Willow Terrace, Conference Auditorium

Mrs Sylwia Cieslak Supervisor 07961 952834Garstang, Hyde Terrace, Springfield Mount

Mrs Sue Taylor Supervisor 07961 952636Irene Manton, Astbury, LC Miall Buildings


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Name Job Title Contact Details Area of Responsibility

Miss Dawn Abel Supervisor 07961 952474 E C Stoner, Physics Deck

Mr Steven Pullan Supervisor 07961 952767 Dental Hospital Worsley Level 5

Ms Tracey Croakin Supervisor 07834174046 Worsley Levels 8,9,10,11

Mrs Sandra Tosney Supervisor 07961 953307Light Building, Worsley Levels 3,4,6,7

Miss Ruth Hindmarsh Senior Supervisor/ Training Officer

[email protected] 953230x37047

Mr Neil McPhail [email protected] 953218

Response Team, Chemistry

Ms Diana Fitzgerald Supervisor 07961 952628Engineering, Civil, Energy Buildings

Ms Christiane Bingham Supervisor 07691 952286Electrical, Mechanical Engineering, Mining, Boiler House, Cemetery Lodge

Mr Mark Pantling [email protected] 952636

Parkinson, Baines Wing, Brotherton Library

Mr Kevin Banks Cleansing [email protected] 533673x33432

Cleansing Team

Leeds, United KingdomLS2 9JT

Tel: 0113 243 1751www.leeds.ac.uk

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