Cleaning Standard Operating Procedures 4wh24

Cleaning Standard Operating Procedures Standard Operating Procedure To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc)

Service level Required

Customer Experience

Content :

To ensure Robinson Services becomes famous for delivering great service Content:

To ensure that the customer experience is great which will help us keep 100% of our customers Content:

Sop1. A1 Chemical Competency Sop2. AA2 Machine Safe Use and Care Sop3. AA3 Storage of Equipment Sop4. A1 Mop Sweeping Sop5. A2 Single Solution Mopping Sop6. A4 Buffing Sop7. B1 Suction Cleaning Sop8. C2 Wall Washing Sop9. D1 Dust, Damp Wipe, Wash and Polish Sop10. D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture Sop11. A5 Spray Buffing Sop12. C3 Window Cleaning Sop13. E1 Stain Removal Sop14. E3 Cleaning Personal Computers Sop 15. E4 Cleaning Lifts Sop16. F1 Litter Picking Sop17. F4 Body Spillages and Sharps Sop18. A15 Cleaning Stairs, Landings, Balustrades, and Handrails Sop19/20. A6 & A7 Stripping, Drying and Reapplying Emulsion Polish Sop 21. M1 Machine Scrubbing Drying (with a wet suction machine)

Annex A. Freshclean Guides Annex B. Simpla SD Annex C. Omnia SD Annex D. Vispa SD Annex E. Innova SD Annex F. Media SD Annex G. Comac Polisher Annex H. Trufox Vac Annex I. Comac P12 Vac Annex J. Comac P35 Wet Dry Vac Annex K. Henry Vac Annex L. Cimex 46 Escalator Annex M. Intentionally blank Annex N. Intentionally blank Annex O. Intentionally blank Annex P. Intentionally blank Annex Q. Intentionally blank Annex R. Intentionally blank Annex S. Intentionally blank Annex T. Intentionally blank

Annex U. Induction Policy Annex V. Sharps and Bodily fluids Annex W. Manual Handling Annex X. Cleaning audit Annex Y. CO Standards Policy and Assessments Annex Z1. Powder Pink Assessment Annex Z2. Rose Pink Assessment Annex Z3. Hot Pink Assessment

1. A1 Chemical Competency To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed


To ensure that no potentially harmful fumes are inhaled by the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service.

Personal Protective Equipment  For example gloves and goggles should always be used when using chemicals as they could harm your, skin or eyes if you come into with them  All employees are provided with gloves and these should be worn at all times when using chemicals The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs displayed in prominent areas and are clean and in good state of repair Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Risk Assessments and COSHH  Before using any chemicals check the site binder for the risk assessments and COSHH (Control of Substances Hazardous to Health) data sheets are available. If you cannot find a risk assessment and a COSHH data sheet seek advice from your supervisor or manager before using the chemical Standards Operating Procedure (page 2/2)

Customer Experience

Wearing the correct PPE presents a professional image to our customers

Our customers are aware that you are working in the area and will be safe

Our customers are not breathing harmful fumes This will ensure that we only use customer approved chemicals enabling us to deliver great service


Customer Experience

A1 Chemical Competency Using chemicals  When using chemicals always put the water in the bucket first so that the chemicals do not foam and if there is splash back from the chemical the chemical is diluted  The chemical should be used according to the manufacturer’s instructions and never mixed with anything other than water. When you have used the chemical replace the lid to prevent spillages  Any chemicals that have been used should be poured down the sluice sink so that they can be dealt with properly. Never pour chemicals in kitchen sinks or toilets  All chemicals are stored labelled with lids tightly fitted or trigger spray bottles switched to the off position

Take care to ensure no spillages which may damage our customers property and ensure that when you always dispose of unused chemicals where customers cannot come into with them

Recap

Customers see us as professional Knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

Equipment is worn when using chemicals to promote safety and professionalism Make sure that chemicals are never mixed together Make sure that COSHH Assessment and Safety Data Sheet for all chemicals are available on site and you have read and understood them Make sure that all chemicals are labelled, stored and disposed of appropriately Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints

2. AA2 Machine Safe Use and Care Standard Operating Procedure (1of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and safely assembled before using  If faulty machinery is used this increases the risk of electric shock  All electrical equipment must be PAT (Portable Appliance Tested) before use and will display a PAT Test label with the date it was checked and the next due date  This ensures that the electricity flows through the machine properly.  Check that the building and/or machine is fitted with a circuit breaker to cut off the electricity supply should the machine become faulty The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in a good state of repair Personal Protective Equipment For example gloves and full shoes should be worn when using electrical equipment as they could harm you hands and feet if you come into with them Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Risk Assessments Before using any electrical equipment there must be a risk assessment for the piece of machinery you are going to operate and the task which you are going to be carrying out. If there is no risk assessment for the task and the machine seek advice from you manager or supervisor immediately


Customer Experience

This will ensure that we only use approved contractors to check the machinery promoting Health and Safety as a priority enabling us to deliver great service

Our customers are aware that you are working in the area and will be safe. Wearing the correct PPE presents a professional image to our customers Our customers are not breathing harmful fumes This will ensure that we adhere to strict Health and Safety regulations enabling us to deliver great service

Standard Operating Procedure (2/2) AA2 Machine Safe Use and Care


Customer Experience

Using Machinery  When using machinery the following safety checks must be carried out: check for a PAT test, run hands along the cable to check for any breaks or bare wires, check plugs and pins for signs of damage and cracked casings and finally check any bags or filters  When using machinery the cable should be behind you at all times  Damaged machines should never be used and should be reported to your line manager. Place a label on the machine highlighting the machine is faulty  Before plugging a machine into a socket, the socket should be in the off position. When unplugging a machine after use the socket should be switched off before the machine is unplugged from the wall

Electrical machinery does not interfere with customers day to day business ensuring we work together as one team and there are no customer complaints

Recap

Customers see us as professional, knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

Equipment is worn when safety checking machinery Make sure that all machines have a current PAT test date clearly displayed Make sure that a Risk Assessment is present for each task which involves using machinery Make sure that all machinery is stored in the upright position with no trailing cables Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints

3. AA3 Storage of Equipment Standard Operating Procedure (1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed. Safety signs displayed in prominent areas and clean and in a good state of repair Personal Protective Equipment All employees are provided with gloves which should be used at all times when using chemicals For example gloves and goggles should always be used when using chemicals as they could harm your, skin or eyes if you come into with them Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Storage of Chemicals  Heavy 5 litre bottles of chemical should be stored on the floor or below chest height and slightly away from the walls  Chemicals which are most frequently used should be easily accessible  Old stock should be used before new stock.  All chemicals should be labelled and have securely fitted tops  Fire exits are free from any blockages


Customer Experience

All storage facilities that are utilised by cleaning operatives must be kept in a clean, tidy and safe condition. The cleaner’s stores in particular must be free of smells and odours

To ensure that no potentially harmful fumes are inhaled the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are aware that you are working in the area and will be safe Wearing the correct PPE presents a professional image to our customers Our customers are not breathing harmful fumes Leaving fire exits unblocked gives a clear route for our customers to leave the building in an emergency A clean and tidy store cupboard reduces the risks of accidents And ensures a safe working

 Frequently used stock is easily accessible ensure stock rotation Standard Operating Procedure (2/2) AA3 Storage of Equipment


environment Customer Experience

Storage of Equipment  Mops should be stored head up to air dry to avoid stagnant water smells  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas  Storeroom is clean and free from clutter

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Tidy store rooms present us as a professional cleaning contractor who takes pride in delivering great service

Recap Protective clothing is worn when storing both chemicals, machinery and consumable equipment All rubbish is removed from the storage area Make sure that everything is stored according to colour Make sure that all chemicals are stored in accordance to how often they are used Heavy items should be stored below chest height, on the ground wherever possible Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints stock rotation

Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

4. A1 Mop Sweeping Standard Operating Procedure (1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Prior to using the vacuum cleaner you must check that there is a valid PAT test date, the bag is not full and the filter is not blocked, the plug is intact and that there is are no bare wires or electrical tape on the flex. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  The mop head should be clean prior to use  Colour coded dust pans and brushes must be used The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment For example gloves should be used when picking up large items of rubbish and chewing gum as these carry bacteria which may harm you. Gloves should also be worn when checking the bag and filter inside the vacuum cleaner and also when touching the head of the mop sweep Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care


Customer Experience

To ensure that no potentially harmful fumes or dust particles are inhaled the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service


Wearing the correct PPE presents a professional image to our customers Wearing PPE also ensures our health and safety in the workplace Our customers are not breathing harmful fumes

Standard Operating Procedure (2/2) A1 Mop Sweeping Service Delivery  The floor should be checked for chewing gum and other sticky matter prior to being swept. If the mop sweep becomes wet or contaminated it does not effectively sweep the floor. Scrape up the chewing gum and place in a refuse bag  The outside edges are swept first and then from the furthest point away from the door systematically sweep the floor in a figure of eight  Half way through the task check the mop head and vacuum if necessary  Once the floor has been mop swept, vacuum off the mop head and the floor around where the mop head has been placed  The mop should be kept in with the floor at all times to ensure that all dirt and dust is contained Storage of Equipment  Mop heads should be stored head up in a mop holder. If mops are stored head down they attract dirt and dust  Dust pans are washed and dried and stored with colour coding in mind  Vacuum cleaners will be checked for safety and damp wiped after use  Clear colour coding of equipment is adhered to  Refuse is disposed of in the appropriate area

Recap Protective clothing is worn when using the mop sweep and checking the vacuum bag and filter The edges of the floor are swept first and then the middle working your way back to the door No dust showers are created. The mop sweep must be kept in with the floor at all times Make sure that everything is stored according to colour


Customer Experience

All floor surfaces shall be free from debris, clean and dry. Floors must be safe and not slippery. Particular care is to be exercised when staff are still on the premises. Wet floors shall be sign-posted and trailing cables and open sockets shall be made safe. Surfaces shall be maintained to preserve the existing state of condition and appearance Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Tidy store rooms and clean equipment present we as a professional cleaning contractor who takes pride in delivering great service Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

Make sure that the vacuum cleaner is safety checked and damp wiped before and after use There are no accidents to colleagues or customers and also to property

5. A2 Single Solution Mopping Standard Operating Procedure ( 1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled.  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained


Customer Experience

To ensure that no potentially harmful fumes are inhaled the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service

The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed.  Safety signs displayed in prominent areas and are clean and in a good state of repair Personal Protective Equipment  All employees are provided with gloves which should be worn at all times  For example gloves and goggles should always be used when using chemicals as they could harm your, skin or eyes if you come into with them


Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery  Chemical is added to the water according to the manufacturers guidelines  Ensure the bucket is behind you at all times.  Wring out the mop holding the bucket between your feet so that the

Our customers are not breathing harmful fumes


All floor surfaces shall be free from debris, clean and dry. Floors must be safe and not slippery. Particular care is to be exercised when staffs are still on the premises.

Our customers do not have dirty lines along the skirting board and presents a clean building to our customers

bucket does not fall over pouring water over the floor and other surfaces Standard Operating Procedure (2/2) A2 Single Solution Mopping Service Delivery (cont)  Appropriate colour coding must be used  Mop the outside edges of the room first removing any overspill from the skirting boards with a clean damp cloth, Only mop a manageable size so that you do not over stretch  Use a scouring pad to remove any stubborn marks if you are not mopping a polished floor  Mop the middle of the room working from the furthest point away from the door towards the door itself rinsing your mop out as necessary Storage of Equipment  Clear colour coding of equipment is adhered to  Mops should be stored head up to air dry to avoid stagnant water smells  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top.  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas Recap Protective clothing is worn when using chemicals Make sure chemicals are diluted according to the manufacturers guidelines Make sure the bucket is behind you at all times Make sure that the equipment is washed after use Make sure the floor is dry before removing warning signs and closing ventilation Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints


Customer Experience

Wet floors shall be sign-posted and trailing cables and open sockets shall be made safe. Surfaces shall be maintained to preserve the existing state of condition and appearance

The floor dries quickly and our customers will not slip on a wet floor Fit and healthy cleaning operatives as adhering to manual handling regulations by only cleaning a manageable area Mopping is carried out without damaging any other floor surfaces To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace


6. A4 Buffing Standard Operating Procedure (1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Prior to using the buffer you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  Select the appropriate colour buffing pad. The darker the colour the more abrasive the pad  This also ensures that the equipment lasts longer making us more profitable if the equipment is clean and well maintained  A PAT test must be kept listing all machinery  Only trained employees use electrical equipment


Customer Experience

Well maintained equipment presents a professional image to our customers enabling us to deliver great service

The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed.  Safety signs displayed in prominent areas and in a good state of repair


Personal Protective Equipment All employees are provided with gloves and these should be worn at all times when using chemicals or handling pads and base plates of buffers For example gloves and goggles should always be used when using the buffer as you hands could come into with chemicals and dust that could harm your, skin or eyes if you come into with them


Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care


Standard Operating Procedure (2/2) A4 Buffing Service Delivery 

    

Before plugging a machine into a socket, the socket should be in the off position. When unplugging a machine after use the socket should be switched off before the machine is unplugged from the wall Buff the outside edges of the room first Buff the middle of the room starting with the furthest point away from the door and working towards your exit The cable should be behind you at all times so it cannot come into with the pad Stop and unplug the machine to check the pad and turn the pad if it is dirty, halfway through the task Mop sweep the floor to collect any debris which has been removed from under the skirting boards

Storage of Equipment  Buffers should never be stored with the pad and base plate still fitted  Buffers will be safety checked and damp wiped after use  Buffing pads are washed and hung out to dry.  Buffers are stored in the upright position Recap Protective clothing is worn when using the buffer Buff the edges of the room first and then the middle Make sure the cable is behind you at all times Make sure that the equipment is safety checked and damp wiped before and after use Buffer is stored in the upright position with base plate balanced on top of the machine Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints


Customer Experience

All floor surfaces shall be free from debris, clean and dry. Floors must be safe and not slippery. Particular care is to be exercised when staffs are still on the premises



Safe use of electricity ensure that we work safely and follow good health and safety practices ensuring everyone’s safety in the workplace

Clean materials and well maintained machines ensure that they last longer and provide a better service to the customer ensuring the we continue to be famous for providing great service Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

7. B1 Suction Cleaning Standard Operating Procedure (1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Prior to using the vacuum cleaner you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. The bag and filter also need checking as a blocked filter can cause the vacuum to overheat. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  Check the hose for blockages  Check the height of the beater bar  This also ensures that the equipment lasts longer making us more profitable if the equipment is clean and well maintained  A PAT test must be listing all machinery  Only trained employees use electrical equipment The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and will be in good state of repair Personal Protective Equipment  All employees are provided with gloves and these should be worn at all times when using chemicals or handling vacuum cleaner bags and filters For example gloves and goggles should always be used when using the vacuum cleaner as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care


Customer Experience


Our customers are aware that you are working in the area and will be safe Wearing the correct PPE presents a professional image to our customers

Standard Operating Procedure (2/3) B1 Suction Cleaning


Customer Experience

Service Delivery  Before plugging a machine into a socket, the socket should be in the off position. When unplugging a machine after use the socket should be switched off before the machine is unplugged from the wall  Wearing gloves pick up all of the large items of rubbish and place in a bin bag  The cable should be behind you at all times so you cannot trip over it  Vacuum the outside edges of the room  Vacuum the middle of the room using overlapping es working your way back towards the exit  Busy traffic areas for example doorways the carpet should be vacuumed with the pile and then against the pile to lift the pile of the carpet

All floor surfaces shall be free from debris, clean and dry. Floors must be safe and not slippery. Particular care is to be exercised when staffs are still on the premises


Storage of Equipment  Vacuum cleaners will be safety checked and damp wiped after use  Rubbish will be disposed of in the appropriate manner  Dust pan and brush cleaned and then stored according to colour coding guidelines


Clean floor with no build up of dirt around the edges of the floor Safe use of electricity ensures that we work safely and follow good health and safety practices ensuring everyone’s safety in the workplace Clean materials and well maintained machines ensure that they last longer and provide a better service to the customer ensuring we continue to be famous for providing great service The machines last longer making us a more profitable company and more competitive in providing excellent standards of service delivery

Standard Operating Procedure (3/3) B1 Suction Cleaning


Customer Experience

Recap Protective clothing is worn when using the vacuum cleaner

Barrier matting, both fixed and leased, is well maintained and kept clean, thus ensuring a positive impression to visitors and s. There should be no accumulation of dirt on the mat, around the edges of the mat or underneath in the mat well. This is only applicable to buildings which are fitted with barrier mats


Vacuum the edges of the room first and then the middle Make sure the cable is behind you at all times Make sure that the equipment is safety checked and damp wiped before and after use Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints

8. C2 Wall Washing Standard Operating Procedure (1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed


Customer Experience


The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed safety signs are displayed in prominent areas and in good state of repair Personal Protective Equipment  All employees are provided with gloves which should be worn at all times when using chemicals For example gloves and goggles should always be used when using the buffer as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them




Service Delivery  All electrical sockets must be covered with masking tape. Taping the socket from bottom to top.  Dust the wall from bottom to top including the skirting board

Our customers property will not get damaged by ensuring that we pay attention to detail


Standard Operating Procedure (2/2) C2 Wall Washing


Customer Experience

Service Delivery (cont)  Place plastic sheeting under the bucket to protect the carpet  Apply the chemical to the cloth and wipe the wall in systematic figure of eight overlapping es from bottom to top. The bottom of the wall is dirtier than the top and needs more chemical time  Reapply the chemical to the cloth as necessary  Remove the chemical with clean water and a clean cloth from top to bottom in systematic figure of eight overlapping es  With dry hands remove the masking tape from the electrical sockets  There should be no visible run marks on the wall and the skirting boards should be clean and free from dust

Our customers property and themselves will not get over sprayed by the chemicals

Storage of Equipment  Clear colour coding of equipment must be adhered to  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top.  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace

Recap Protective clothing is worn when wall washing


Always tape up electrical sockets Make sure that the equipment is washed thoroughly after use Make sure that chemicals are diluted in accordance to manufacturers guidelines Make sure that there are no accidents to colleagues or customers and also to property and our customers are delighted with our service

9. D1 Dust, Damp Wipe, Wash and Polish Standard Operating Procedure (1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed


Customer Experience


The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs are clean and in good state of repair and placed in prominent areas Personal Protective Equipment  All employees are provided with gloves which should be worn at all times when using chemicals as hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them





Standard Operating Procedure (2/3) D1 Dust, Damp Wipe, Wash and Polish


Customer Experience

Service Delivery - Dusting  Fold the duster into thirds and then in thirds again so that all of the surface area is used.  Dust the surface starting with the outside edges first and then dust the middle turning your cloth if you need to, using systematic figure of eight  Overlapping es to remove any surface dirt and dust  Dust the legs and sides of the object from top to bottom

Only clear areas of desk-tops may be cleaned and cleaning Operatives must not move or remove papers left on desktops. It is expected that every month Nationwide staff will be requested to clear their desk surfaces so that Carillion can provide a thorough clean to desk surfaces

Our customers are not breathing in harmful dusts

Service Delivery – Damp Wipe/Wash  Place plastic sheeting under the bucket to protect floor surfaces  Apply the chemical to cloth do not spray chemical onto surface.  Wipe around the edges of the furniture first and then the middle using figure of eight systematic overlapping es  Apply the chemical to the legs and side of the object from bottom to top  Reapply the chemical to the cloth as necessary  Remove the chemical using a clean cloth and rinse water  The chemical should be removed from the edges first and then the middle. The legs and side of the object should have the chemical removed from top to bottom Service Delivery – Polish Application    

Before polish application the surface that needs to be polished should be completely dry Spray the polish onto a clean duster Apply the polish to the outside edges of the surface first and then apply polish to the middle of the table using systematic figure of eight overlapping es Apply polish to the sides and legs of the furniture

Telephones to be cleaned and sanitised as required. Responsible for the cleaning of glazed pictures, picture frames, mirrors, glazed notice boards, display cases and bookcases

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Our customers property will not get damaged by ensuring that we pay attention to detail Our customers property and themselves will not get over sprayed by the chemicals

Our customers property and the customer will not get sprayed by the chemicals Our customers are not breathing in harmful chemicals

 Buff all of the areas where you have applied polish to a high sheen Standard Operating Procedure (3/3) D1 Dust, Damp Wipe, Wash and Polish


Storage of Equipment

To ensure that no unpleasant smells are inhaled by the customer



Buckets, cloths and dusters should be thoroughly washed. Buckets stored upside down to air dry with the cloths and dusters hung over the top.  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas Recap Protective clothing is worn when using when dust, damp wiping, washing or polishing any surface Always start with the edges, working your way into the middle Make sure that the equipment is thoroughly washed before and after use

Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Blinds and Curtains Where applicable these should be cleaned using an appropriate methodology where they are washable or aired (or dry cleaned, if appropriate) periodically to remove dust where they are not washable.

Never sniff duster to see which duster has had polish applied to it Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints

Customer Experience

Where curtains are removed for cleaning at approved premises, they must be replaced until they are returned. The cleaning of curtains shall be programmed within the helpdesk system and agreed with Nationwide prior to carrying out the work. The cleaning of window blinds shall be included at regular intervals in order to maintain a


clean and tidy appearance. The frequency of window blind cleans shall be determined by Robinson Services to achieve the necessary standard of cleanliness

10. D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture Standard Operating Procedure (3 of 3)


To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals must have a manufacturers label clearly displayed

Cleaning standards Hygiene Areas Standard IV

The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs displayed in prominent areas, they will be clean and in good state of repair Personal Protective Equipment  Check your hands for any open cuts or wounds before putting on your gloves and cover the open cuts or wounds with a waterproof plaster as you could come into with infectious diseases  For example gloves and goggles should always be used when using the buffer as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them  All employees are provided with gloves and are worn at all times when using chemicals Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care  No chemical fumes present in the area where cleaning is in progress

Robinson Services will identify by colour code all equipment and material used in the toilets. These items are never used outside these areas.

Customer Experience

To ensure that no potentially harmful fumes are inhaled the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are aware that you are working in the area and will be safe



Standard Operating Procedure (2/3) D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture Service Delivery  Clearly displayed cleaning in progress sign  Place a sign on the door informing customers that the toilets are being service and that a janitor who is not the same sex as the toilet being cleaned is present (if applicable)  Turn off the water to the urinals if you can  Empty all waste bins and remove chewing gum and other waste from urinals with litter pickers  Flush the toilet with the lid down to minimise splashes and push the water back beyond the U bend with the toilet brush  Apply toilet cleaner to the urinal and toilets  Apply disinfectant to the dirty areas first. This includes the door locks, toilet roll holder, the base of the toilet, the flush. Tiles around the toilet, the cistern, toilet seat and lid and finally the toilet brush holder. Spray the outside of the urinal, tiles around the urinal and the floor around the urinal.  Spray the clean areas starting with the sink, taps, tiles around the sink, soap dispenser, hand drier or hand towel dispenser and finally the handle on the exit door of the toilets  Using a yellow/blue cloth and water from the taps in the sink wipe the exit of the toilets, the hand drier/towel dispenser, the soap dispenser, the tiles around the sink, the inside of the sink and the taps, rinsing your cloth our regularly  Using a red cloth and red bucket rinse the door locks, toilet roll holder, the base of the toilet, the flush, tiles around the toilet, the cistern, toilet seat and lid and finally the toilet brush holder. Rinse the outside of the urinal, tiles around the urinal and the floor around the urinal  Scrub the inside of the toilet with the toilet brush and flush with the lid down to avoid chemical splash back  Scrub the inside of the urinal with the toilet brush or scouring pad and rinse the toilet cleaner away

Service level Required Cleaning standards Hygiene Areas Standard IV

Customer Experience

Walls, doors, cubicle partitions and surfaces shall be washed by a disinfectant solution regularly.

Toilets are cleaned to a hygienic standard

Towel holders/dispensers must be clean, dry and free from dust, marks and smears with clean towels fitted. The external surface of hand dryers must be clean, dry and free from smears. All sanitary ware, including showers, shower heads, sinks, wash basins, baths, WC bowls, seats, covers, hinges, tops, undersides, rims, taps, overflows, outlets, chains, plugs, urinals, brushes, toilet roll holders, tiled surfaces, splash backs and vanity units must be free from accumulated scum, grease, hair, scale, dust, soil, spillages and removable stains.

Respect and courtesy is shown at all times when customers are using the toilets whilst they are being serviced Attention to detail Is paid to ensure that consumables are restocked The customer should never comes into with any cleaning materials which could harm them

Service level Required Service Delivery (3/3) D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture       

Turn on the water supply to the urinal where applicable Restock the toilets roll, soap and paper towels Clean the mirrors Report any faulty fixtures or fittings for example broken toilet seats Sweep and mop the floor as per task A2 Single Solution Mopping Remove gloves and wash hands. Replace any plasters that you are wearing Waste is removed according to the customers waste disposal guidelines

Customer Experience

Soap dispensers must be filled, operating correctly with clean nozzles, and the external surfaces must be clean dry and free from smears. Solid bars of soap must be clean and replaced as necessary. All toilets, bathrooms and shower rooms shall be kept fully stocked with supplies and shall be made available at all times. Mirrors must be clean and free from smears.

Storage of Equipment  Clear colour coding of equipment is adhered to  Buckets and cloths should be thoroughly washed. Buckets stored upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas  Gloves are washed and colour coded for toilet cleaning Recap Protective clothing is worn when cleaning toilets, wash hand basins, urinals and washroom furniture Make sure that open wounds are covered Make sure that clear colour coding is in place so that cross contamination cannot occur Make sure that consumables are restocked regularly Make sure that the equipment is washed thoroughly before and after use Make sure that chemicals are diluted in accordance to man. guidelines Report anything which may cause harm to both us and our customers Make sure that there are no accidents to colleagues or customers and also

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

to property and our customers are delighted with our service

11. A5 Spray Buffing Standard Operating Procedure (1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Employees must be trained to use electrical equipment  Prior to using the buffer you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. PAT test is kept listing all machinery  At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst in use  Select the appropriate colour buffing pad. The darker the colour the more abrasive the pad  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable if the equipment is clean and well maintained The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in a good state of repair Personal Protective Equipment  All employees are provided with gloves and should be worn at all times when using chemicals or handling pads and base plates of buffers  For example gloves and goggles should always be used when using the buffer as you hands could come into with chemicals and dust that could harm your, skin or eyes if you come into with them


Customer Experience

Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are not breathing harmful fumes



Standard Operating Procedure (2/2) A5 Spray Buffing Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery  Before plugging a machine into a socket, the socket should be in the off position. When unplugging a machine after use the socket should be switched off before the machine is unplugged from the wall.  Spray a small area close to the floor with the floor maintainer.  Spray buff the outside edges of the area that you have sprayed first and work towards the middle of the area  Wipe any overspray off the skirting boards with a clean damp cloth  Start at the furthest point away from the door and working towards your exit  The cable should be behind you at all times so it cannot come into with the pad  Cables are placed behind you and not over your shoulder as you may strangle yourself or receive an electric shock if the buffer becomes faulty  Stop and unplug the machine to check the pad and turn the pad if it is dirty, halfway through the task  Mop sweep the floor to collect any debris which has been removed from under the skirting boards  Electrical machinery is clean, well maintained, PAT tested and in good state of repair, only trained operators use the machines  The machine should never be left unattended


Customer Experience Our customers are not breathing harmful fumes

Electrical machinery does not interfere with customers day to day business ensuring we work together as one team and there are no customer complaints Safe use of electricity ensure that we work safely and follow good health and safety practices ensuring everyone’s safety in the workplace

12. C3 Window Cleaning Standard Operating Procedure ( 1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making we more profitable and also if the equipment is clean and well maintained The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment For example gloves and goggles should always be used when cleaning windows as your hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery  Apply the cleaning solution to the window using a ferret or a dolly  Use extension poles for windows that you cannot reach. This will allow safe and easy access  Give the cleaning solution enough time to break down the dirt  Remove the cleaning chemical from the window using overlapping figure of eight es ensuring that the windows are smear free using the extension pole for areas that you cannot reach  After each overlapping wipe the excess water off your blade


Customer Experience

To ensure that no potentially harmful fumes are inhaled the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are aware that you are working in the area and will be safe Wearing the correct PPE presents a professional image to our customers Our customers are not breathing harmful fumes Window cleans is agreed twice per annum within the scope of work. We will clean all internal and external glazing, internally and externally to those premises where this service applies. All properties where a cleaning service is

Customers have clean windows which makes a more pleasant environment for the customer to work in

 

Wipe the window frames and ledges to remove excess water Check the windows for run marks and smears

Standard Operating Procedure (cont) C3 Window Cleaning (2/2) Storage of Equipment  Clear colour coding of equipment is adhered to  Buckets, cloths, ferrets and blades should be thoroughly washed. Buckets stored upside down to air dry with the cloth and ferret hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas

Provided shall have internal window cleaning provided as part of the contract. Service level Required

Customer Experience To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace

13. E1 Stain Removal Standard Operating Procedure (1 of 2) To ensure that cleaning procedure and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making we more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed


Customer Experience


The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment For example gloves should always be used when using spot and stain remover or chewing gum remover as your hands could come into with dust that could harm your skin or eyes if you come into with it


Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care


Stain Removal Statement


I do not have to recognise or identify the stain I do not have to use a neutral detergent or high alkaline detergent I do not have to use acetic acid for tannin stains I understand the effects of organic solvents on synthetic materials Standard Operating Procedure (2/2) E1 Stain Removal Service Delivery  Identify the stain that needs to be removed  Remove as much of the stain as possible by absorption, scraping or abrasion  Use water to try to remove the stain before any chemicals are applied  Carry out a spot test in an unnoticeable area before using any stain remover on a stain  Spray the stain remover onto the stain and allow the stain remover time to break down the stain  With a small scrubbing brush clean from the outside of the stain to the centre of the stain so that the stain does not spread  Regularly check that the stain remover is having an effect on the stain  Rinse the surface with water and blot dry using a white cloth or white paper towels  Check to ensure the stain has been removed. If the stain is still present repeat the above stages  Once the area is dry and the stain has been removed vacuum the carpet Storage of Equipment  Buckets and cloths should be thoroughly washed. Buckets stored upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas  Chemicals should be stored with the spray switched to the off position Recap Protective clothing is worn when window cleaning


Responsible for the removal of stains from all carpeted areas within the portfolio. All cleaning operatives must be trained in the required techniques to remove all stains / spillages and must use only manufacturer’s recommended chemicals and methods at all times.

Customer Experience The customer’s floor surface is clean at all times and by putting up a barrier in the area dirt will not be walked onto the wet area. Stain free floor service present a professional image to our customer’s clients and visitors. This ensures everybody keeps their customers and we really do work as one team with one aim keeping 100% of our customers.

We must ensure that every possible precaution is taken to prevent cleaning operatives from damaging the carpet.

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Graffiti or staining of the building fabric removal will be

Customers see us as professional knowledgeable and aware of and

Make sure that the area is barriered off where you are working Make sure that the windows are not streaky and ledges and sills are free from debris Make sure that the equipment is washed thoroughly after use Make sure that chemicals are diluted in accordance to manufacturer

an additional service and will be on a works quotation basis.

practicing good Health and safety processes to ensure a clean and safe working environment

14. E3 Cleaning Personal Computers Standard Operating Procedure ( 1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  All chemicals have a manufacturers label clearly displayed

The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment All employees are provided with gloves Gloves are worn at all times when using chemicals For example gloves and goggles should always be used when using the buffer as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care


Customer Experience

All IT equipment (including PCs, VCRs, photocopiers, fax Machines, TVs, printers, etc) is excluded from the scope of the cleaning activities in this contract, except where this is a specific requirement identified. IT equipment is sensitive to dust, water and silicone based Spray polish. It is therefore important that cleaning operatives prevent water or spray polish coming into with such equipment during the performance of their duties.





Standard Operating Procedure (2/2) E3 Cleaning Personal Computers Service Delivery  Switch off the PC and VDU at the mains and unplug from the sockets if the customer has given you permission  Ask the computer to remove and CD’s and DVD’s from the area that needs to be cleaned  Water and electricity should not come into at any time  Remove any surface dirt and debris from the keyboard by using a mini vacuum or a soft small paint brush  Remove surface dirt from the screen by dusting with a non linting dry cloth  Apply the cleaning solution to the cloth. Wipe the keyboard keys with a damp cloth  To clean in between the keys use a cotton bud which is damp with the cleaning solution  Wipe the computer base with a damp cloth if it is unplugged from the main electrical supply if easily accessible  Replace any CD’s or DVD’s that have been moved  If you switched off the computer and unplugged it, plug the computer in Storage of Equipment  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas Recap Protective clothing is worn when cleaning computers Always seek the customers permission to switch off and unplug the PC Makes sure that you replace everything that you may have moved off the desk so the customer is satisfied and not concerned about their property Make sure that the equipment is washed thoroughly after use Make sure that chemicals are diluted in accordance to manufacturer guide


Customer Experience Our customers property will not get damaged by ensuring that we pay attention to detail The computers are hygienically clean and minimises the risk of s becoming ill, therefore ensuring their health, safety and welfare in the workplace Computer cleaning is carried out causing minimal disruption to the

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

15. E4 Cleaning Lifts Standard Operating Procedure (1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making we more profitable and also if the equipment is clean and well maintained  Prior to using the vacuum cleaner you must check that there is a valid PAT test date, the plug is in tact and that there is are no bare wires or electrical tape on the flex. The bag and filter also need checking as a blocked filter can cause the vacuum to overheat. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  Check the hose of the vacuum cleaner for any blockages  Check the height of the beater bar to ensure that it is suitable for the floor surface that you are vacuuming  All chemicals have a manufacturers label clearly displayed  A PAT test is kept listing all machinery  Only trained employees use electrical equipment The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to Ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment All employees are provided with gloves Gloves are worn at all times when using chemicals For example gloves and goggles should always be used when using the chemicals and the vacuum cleaner as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them


Customer Experience



Standard Operating Procedure (2/3) E4 Cleaning Lifts Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery  Refer to the tasks A1, A2, C2 and B1 when cleaning lifts  Isolate the lift with the doors open so that you are not working in a confined space and that the lift is safe for you to clean  Select the correct cleaning materials for the surfaces in the lift after you have identified what the dirt is in the car, on the handrails, doors and control  buttons  Clean the sides of the lift using the C2 Wall Washing Standard Operating Procedure  Clean the floors, depending in the floor covering using the Standards Operating Procedures for tasks B1 Suction Cleaning, A1 Mop Sweeping or A2 Single Solution Mopping  Clean the doors both inside and out to remove any marks and fingerprints  Clean around the tracks of the doors and door frames removing all of the dirt and dust  Vacuum clean the floor tracks to remove dirt and dust  Be careful not to press the call button on the control  Return the lift to being in use and switch off the isolating switch Storage of Equipment  Clear colour coding of equipment is adhered to  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean/dirty areas



Where enger lifts are installed, the internal cleaning must take place at a time which will minimise inconvenience to Nationwide staff working within the building

The safety of our customers is very important and isolating the lift ensures that the customer does not come into with chemical fumes in a confined space The control buttons in the lift are hygienically clean and minimises the risk of s becoming ill, therefore ensuring their health, safety and welfare in the workplace Lift cleaning is only performed when we will cause minimal inconvenience to the customer

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health and safety

Standard Operating Procedure (3/3) E4 Cleaning Lifts


Customer Experience

Storage of Equipment (cont)  Vacuum cleaners will be safety checked and damp wiped after use  Rubbish will be disposed of in the appropriate manner, according to the customers waste disposal procedures  Dust pan and brush cleaned and then stored according to colour coding guidelines

Clean materials and well maintained machines ensure that they last longer and provide a better service to the customer ensuring we continue to be famous for providing great service The machines last longer making us a more profitable company and more competitive in providing excellent standards of service delivery

Recap Protective clothing is worn when cleaning lifts


Always seek the customers permission to isolate the lift Make sure that the equipment is washed thoroughly after use Make sure that chemicals are diluted in accordance to manufacturers guidelines Make sure that the vacuum cleaner is safety checked and damp wiped before and after use Make sure that there are no accidents to colleagues or customers and also to property and our customers are delighted with our service

16. F1 Litter Picking Standard Operating Procedure ( 1 of 2) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment All of the equipment that is provided will be checked and washed before using This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment  All employees are provided with gloves  High visibility vests will be worn at all times to enable you to be seen these should always be worn when litter picking as your hands could come into with dust and bacteria that could harm your skin or eyes if you come into with them  You will need to be seen as you will be working outside where there are vehicles Service Delivery  Barrier off the area where you are working so that vehicles, employees and customers can clearly see where you are working  Any contaminated waste for example needle sticks must be clearly marked. Call a colleague to bring the sharps bin and dispose of the needle stick following the Standard Operating Procedure for task F4 Bodily Fluids and Sharps  Litter pick all flowerbeds, hedgerows, grass verges etc…  Place litter in designated sacks and sharps in a rigid container  Place sacks in a skip or the customers designated area  Wash hands thoroughly after litter picking


Customer Experience

Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are aware that you are working in the area and will be safe Wearing the correct PPE presents a professional image to our customers

Entrances, car parks, paving, paths, steps, ramps, walkways, terraces, ledges, signage, fixed seating, lighting columns and bollards and the outside premises must be maintained so that no debris, litter, cigarette ends, chewing gum, dirt, bodily fluids, spillages or stains are apparent after cleaning. Disinfectant may be

Our customers property is clean and tidy and presents a professional to everybody who enters the site The property is free from food pests and vermin and ensures a healthy safe place for our customers to work

Standard Operating Procedure (2/2) F1 Litter Picking

used where appropriate. Service level Required

Storage of Equipment Sharps bins should be stored in a locked storage area and disposed of appropriately Litter pickers and bins should be thoroughly washed on a regular basis

Recap Protective clothing is worn when litter picking Make sure that needle sticks are stored in sharps bins Make sure that the equipment is washed thoroughly after use Make sure that only foot is placed in hedgerows when litter picking Make sure that you wash your hands after litter picking Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints

Customer Experience

Needle stick boxes ensure that customers do not come into with any harmful bacteria or contaminated ensuring their health, safety and welfare in the workplace All waste bins are to be emptied and replaced in their original locations. Any areas protected by security screening, netting or protective cages may have the Protection removed temporarily to remove debris, dirt, dust and litter. The protection must be replaced to the original standard prior to invasion. Nationwide shall identify the boundaries of the external areas to be cleaned. COSHH requirements are to be complied with at all times


17. F4 Body Spillages and Sharps Standard Operating Procedure (1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  Bodily fluids spill kits are provided to clean bodily fluid spills  All chemicals have a manufacturers label clearly displayed

The Yellow Safety Signs  Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed  Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment All employees are provided with gloves, gloves and goggles should always be used when using chemicals as they could harm your, skin or eyes if you come into with them Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery Check hands for any open cuts or wounds. Cover any open cuts or wounds with a waterproof dressing before wearing gloves Where all protective clothing provided in the spill kit Remove any sharps or needles with a litter picker or grips from the sharps


Customer Experience

To ensure that no potentially harmful fumes are inhaled the customer Bodily fluids spill kits ensure that consumables are not disposed of ensuring that the customer gets great service and saves money on consumables Well maintained equipment presents a professional image to our customers enabling us to deliver great service Our customers are aware that you are working in the area and will be safe

Wearing the correct PPE presents a professional image to our customers Our customers are not breathing harmful or unpleasant fumes

box Standard Operating Procedure (2/3) F4 Body Spillages and Sharps


Customer Experience

Service Delivery (continued)  Absorb any liquids using the granules or another absorbent material and scoop up as much of the contamination as you can using a scoop, scraper or absorbing as much as you can with paper towel  Spray disinfectant over the area and leave enough time for the chemical to work  Mop/wipe the area and rinse clean  Repeat as necessary to remove any stubborn residual body fluids  Give the area a final rinse and dry  Put all of the soiled materials and PPE in the clinical waste bag and seal the bag  Wash your hands thoroughly and replace any plasters that you may be wearing  Appropriate colour coding must be used  The sharps box is always placed on the floor when you are putting contaminated items into it  Bacteria are destroyed or the numbers are reduced to a safe level by giving the chemical time  All contaminated items are sent for incineration

The customer does not come into with any harmful bacteria or diseases

Storage of Equipment  Clear colour coding of equipment is adhered to  All equipment used for bodily fluids and sharps removal should be placed in a clinical waste bag and incinerated  Litter pickers must be disinfected before you use them again

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace To ensure that the customer does not come into with

Standard Operating Procedure (3/3) F4 Body Spillages and Sharps Recap Make sure that sharps are never put into general waste Make sure chemicals are diluted according to the manufacturers guidelines Make sure that you wear all of the protective equipment provided Make sure that you dispose of the bodily fluids and contaminated items in a designated area for clinical waste Disinfect litter pickers after use Make sure sharps are placed in an appropriate container Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints


needles which may cause injury and disease Customer Experience Customers see us as professional knowledgeable and aware of and practicing good Health and safety processes to ensure a clean and safe working environment

18. A15 Cleaning Stairs, Landings, Balustrades, and Handrails Standard Operating Procedure ( 1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  This also ensures that the equipment lasts longer making us more profitable and also if the equipment is clean and well maintained  Prior to using the vacuum cleaner you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. The bag and filter also need checking as a blocked filter can cause the vacuum to overheat. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  Check the hose of the vacuum cleaner for any blockages  Check the height of the beater bar  All chemicals have a manufacturers label clearly displayed  A PAT test is kept listing all machinery  Only trained employees use electrical equipment The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment  All employees are provided with gloves  Gloves and goggles should always be used when using the chemicals and the vacuum cleaner as you hands could come into with dust and bacteria that could harm your skin or eyes if you come into


Customer Experience



with them Standard Operating Procedure (2/3) A15 Cleaning Stairs, Landings, Balustrades, and Handrails Ventilation Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care Service Delivery  Check the stairs, landings, balustrades and handrails for any chewing gum and remove the chewing gum with a scraper or chewing gum remover following the steps in E1 Stain Removal  Pick up any large items of litter  If the stairs have a hard surface sweep the stairs from top to bottom starting with the edges and corners and working your way into the middle of the stairs  If the stairs are carpeted you can use a vacuum to remove surface dirt and dust. The vacuum cleaner could be below you are above you depending on where your power supply is  Damp wipe the balustrades and skirting boards. The bucket placed on a landing behind your line of work, water must be changed once it becomes dirty  When mopping the stairs mop from top to bottom paying attention to corners, edges and nosing’s, nosing’s, edges and corners are free from dust and debris  Wipe any runs that may occur straight away, there should be no run marks on any surfaces  All skirting boards are wiped to remove chemical build up, dust, dirt and debris  Ensure that the floor is not over wet, the floor should not be sticky when dry due to overuse of chemicals Storage of Equipment  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective



Our customers can see that we pay attention to detail The stairs dry quickly and our customers will not slip on a wet floor therefore we adhere to Health and Safety standards Fit and healthy cleaning operatives are adhering to manual handling regulations by only cleaning a manageable area Mopping and vacuuming is carried out without damaging any other floor surfaces ensuring that we treat our customers premises with courtesy

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into

colours for example all red cloths stored together, all blue buckets stored together to prevent cross contamination of clean/ dirty areas Standard Operating Procedure (3/3) A15 Cleaning Stairs, Landings, Balustrades, and Handrails

with any harmful bacteria Service level Required

Customer Experience

Storage of Equipment (cont)  Vacuum cleaners will be safety checked and damp wiped after use  Rubbish will be disposed of in the appropriate manner  Dust pan and brush cleaned and then stored according to colour coding guidelines


Recap Protective clothing is worn when cleaning stairs, landings, balustrades and handrails


Make sure that the equipment is washed thoroughly after use Make sure that chemicals are diluted in accordance to manufacturers guidelines Make sure that the vacuum cleaner is safety checked and damp wiped before and after use Make sure that there are no accidents to colleagues or customers and also to property and our customers are delighted with our service standards

19/20. A6 & A7 Stripping, Drying and Reapplying Emulsion Polish Standard Operating Procedure (1 of 4) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Prior to using the buffer and wet pick up you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. The blade and float also need to be checked on the wet pick up. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it  Select the appropriate colour buffing pad. The darker the colour the more abrasive the pad  This also ensures that the equipment lasts longer making us more profitable if the equipment is clean and well maintained  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  All chemicals have a manufacturers label clearly displayed  A PAT test is kept listing all machinery  Only trained employees use electrical equipment The Yellow Safety Signs Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment For example gloves and goggles should always be used when using the buffer and wet pick up machine as your hands could come into with chemicals and dust that could harm your, skin or eyes if you come into with them


Customer Experience

No potentially harmful fumes are inhaled by the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service


Standard Operating Procedure (2/4) A6 & A7 Stripping, Drying and Reapplying Emulsion Polish Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care  Air circulating helps the floor to dry more quickly Service Delivery  Before stripping the polish off from the floor, cover any surfaces which you do not wish to over spray with polish with plastic sheeting, and masking tape the sheets down  Apply the stripper to the edging tool and remove the polish from the outside edges of the area. Allow the chemical enough time  Wipe any excess stripper off the skirting boards so that you do not have a build up of chemical  Apply stripper to the middle of the floor using a mop. Allow the chemical enough time  Scrub the floor with the buffer to remove the polish working your way around the edge into the middle of the floor using figure of eight overlapping es  Pick up the excess stripper with the wet pick up machine working from dry to wet so that you do not walk on a wet floor  Only remove the polish in small manageable areas  Repeat until all of the polish has been removed  Do not allow the slurry (removed polish) to dry on the floor  If using standard stripper neutralize the floor area with vinegar  Once the polish has been removed the floor is unprotected and will mark easily so ensure that your shoes have clean soles  Check the floor is dry and clean before applying the polish  Apply the polish to the outside edges of the room and allow to dry before applying polish to the rest of the floor  Wipe any over spray of polish off the skirting boards




Standard Operating Procedure (3/4) A6 & A7 Stripping, Drying and Reapplying Emulsion Polish


Customer Experience



Apply the polish with a mop using figure of eight systematic over lapping sweeping es. Do not polish the edges of the area  Buff the floor in between layers of polish as per task A4  Wait until the polish has dried before applying the second layer. The second layer of polish needs to be weaved in the opposite direction to the first coat  Allow the second layer of polish to dry and apply a third coat if necessary  Mop sweep the floor if necessary as per task A1  Remove the plastic sheeting once the polish has dried  Cables are placed behind you and not over your shoulder as you may strangle yourself or receive an electric shock if the buffer becomes faulty  Buffer is under control at all times  Electrical machinery is clean, well maintained, PAT tested and in good state of repair  Only trained operators use the machine Storage of Equipment  Buffers should never be stored with the pad and base plate still fitted  Buffers will be safety checked and damp wiped after use  Buffing pads are washed and hung out to dry  Buffers are stored in the upright position  Wash out the wet pick up, wipe the blade and rinse the float  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas


Standard Operating Procedure (4/4) A6 & A7 Stripping, Drying and Reapplying Emulsion Polish


Customer Experience

Storage of Equipment (cont)  Clear colour coding of equipment is adhered to  Buckets and cloths should be thoroughly washed. Buckets stores upside down to air dry with the cloth hung over the top  Equipment should all be colour coded and stored in their respective colours for example all red cloths stored together, all blue buckets stored together etc to prevent cross contamination of clean areas and dirty areas

To ensure that no unpleasant smells are inhaled by the customer Colour coding ensures that customers do not come into with any harmful bacteria ensuring their health, safety and welfare in the workplace

Recap Protective clothing is worn when using the buffer and wet pick up


Make sure that you remove polish from the edges of the room first Make sure that you cross weave the polish Make sure that you do not allow slurry to dry on an unprotected floor Make sure the cable is behind you at all times Make sure that the equipment is safety checked and damp wiped before and after use Buffer is stored in the upright position with base plate balanced on top of the

machine Wet pick up is washed and dried after use Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints.

Sop 21. M1 Machine Scrubbing and Drying (with a wet suction machine) Standard Operating Procedure (1 of 3) To ensure that cleaning procedures and training are carried out to the standards required by Robinson Services and the British Institute of Cleaning Sciences (BICSc) Equipment  Prior to using the machine you must check that there is a valid PAT test date, the plug is intact and that there is are no bare wires or electrical tape on the flex. All aspects of the machine must be inspected prior to use. At the end of the task the listed safety checks should be completed to ensure that the machine has not been damaged whilst you have been using it.  Select the appropriate colour buffing pad. The darker the colour the more abrasive the pad  This also ensures that the equipment lasts longer making us more profitable if the equipment is clean and well maintained  All of the equipment that is provided will be checked and washed before using so that chemicals are not mixed together by accident.  If chemicals are mixed together they can give off potentially harmful fumes which could be inhaled  All chemicals have a manufacturers label clearly displayed  A PAT test is kept listing all machinery  Only trained employees use electrical equipment The Yellow Safety Signs


Customer Experience

No potentially harmful fumes are inhaled by the customer Well maintained equipment presents a professional image to our customers enabling us to deliver great service

Our customers are aware that

Will be placed wherever you and colleagues are cleaning or working to ensure health and safety regulations are followed Safety signs displayed in prominent areas and are clean and in good state of repair Personal Protective Equipment For example gloves and goggles should always be used when using machine as your hands could come into with chemicals and dust that could harm your, skin or eyes if you come into with them

Standard Operating Procedure (2/3) M1 Machine Scrubbing and Drying (with a wet suction machine) Ventilation  Windows or doors need to be opened wherever possible to ensure that you, and your colleagues do not breathe harmful fumes when working, you have a duty of care  Air circulating helps the floor to dry more quickly Service Delivery  Ensure that the machine is unplugged from the charging source  Inspect the machine for any obvious signs of damage before use  Condition the machine and ensure that all fluid levels are correct for optimum use  Ensure that the appropriate brush/ pad is suffice for the surface that is to be cleaned  Ensure that the anti - splash is secured correctly  Ensure that the battery life is sufficient for the task  Once the machine is turned on set the appropriate level of fluid flow that is required  Move the machine around the floor area maintaining a constant speed that is suffice to allow the machine to scrub and dry effectively  Continue to monitor progress of the floor surface at all times to is ensure the desired effect is achieved

you are working in the area and will be safe Wearing the correct PPE presents a professional image to our customers




Standard Operating Procedure (3/3) M1 Machine Scrubbing and Drying (with a wet suction machine)


Customer Experience

Storage of Equipment  Machines should never be stored with the pad and base plate still fitted  Brush/ pads will be safety checked and damp wiped after use  Brush/ pads pads are washed and hung out to dry  Machines are stored in the upright position  Ensure waste fluid tank is emptied and any residue removed from within  After use checks to ensure no obvious damage must be completed  Ensure that the machine is safely put on charge if needed

Clean materials and well maintained machines ensure that they last longer and provide a better service to the customer ensuring we continue to be famous for providing great service

Recap Protective clothing is worn when using the machine


Make sure before use checks are carried out Make sure fluid levels are correct

The machines last longer making us a more profitable company and more competitive in providing excellent standards of service delivery

Make sure that water flow is correct Make sure that end of use checks are carried out Make sure that the machine is stored safely Make sure that there are no accidents to colleagues or customers and also to property and there are no customer complaints.

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