Document B Specification

Transcription

1 Tender for The Provision of a Communal Cleaning & Window Cleaning Service Reference: PDT Document B Specification Dated: February 2019

2 General Scope This specification defines the quality and standards of the service provision. The appointed Cleaning Provider should strive not only to meet this specification but to exceed and add value. The successful Cleaning Provider shall provide a regular and routine cleaning service to the communal areas of Plus Dane Housing s, flats, housing blocks, and supported schemes as described in the detailed specifications in Appendices 1 and 2 (Communal Cleaning and Window Cleaning Detailed Specifications). 1. Additions/Deletions New schemes may be added to the contract at any time, equally Plus Dane Housing may reduce the number of sites included in this contract. In addition the frequencies of services may be increased or decreased at any time. 2. Contract Review The Cleaning Provider will be required at a minimum to appoint a contract manager to meet with contract managers at monthly intervals initially but may reduce over the life of the contract. Meetings will be held to discuss performance and other related issues. A contract manager will be required to attend quarterly strategic meetings with senior managers at Plus Dane Housing. 3. Branding, ID, Livery and Uniforms The Cleaning Provider shall provide all appropriate cleaning and equipment and materials for all service requirements including the provision of uniforms, protective clothing and PPE. The Cleaning Provider will ensure that staff wear uniforms displaying the Contractor s logo at all times during the provision of the service whilst on site in any Plus Dane Housing site. 4. Disclosure Barring Service (DBS) Requirements All staff working on any supported schemes (and other sites to be confirmed on award) shall be required to hold an enhanced DBS certificate, checked prior to their deployment on site and rechecked every three years. If at any time their status changes they shall not be permitted to work on such sites. The Cleaning Provider should ensure that all relevant checks are kept up to date and be able to report on such if requested at any time. 5. Contract Monitoring/Reports

3 The Cleaning Provider shall be required to produce a monthly report to Plus Dane Housing, the format of which shall be agreed with Plus Dane Housing s Contract Manager but which shall detail, amongst other matters: Staff attendance against schedule Complaints, service enquiries, compliments Number of recalls Health and safety matters including providing accidents, incidents and near miss reports Personnel or staffing issues Any issues identified on site Quality Inspection results/actions for non-compliance Performance issues including breaches of the Service Level Agreement (SLA) and actions taken to rectify failure Opportunities or proposed changes to working practices leading to greater efficiencies, improved performance and enhanced value for money (VFM). 6. Cleaning Schedule The Cleaning Provider shall ensure that on the commencement of the contract they provide a detailed schedule of cleaning services to each site including the frequency of cleaning tasks and visits as proposed and agreed in tender response. 7. Customer Relations The Cleaning Provider will ensure that at all times their staff observe the highest standard of courtesy and consideration residents in order to promote and enhance the Plus Dane Housing image and reputation. The Cleaning Provider or representatives will be expected to actively participate in resident meetings or other meetings and events as requested by Plus Dane Housing. The Cleaning Provider will not communicate with the press or other media information concerning the provision of the service. The Cleaning Provider will refer to Plus Dane Housing all press and media enquiries concerning the provision of the service. 8. Vehicles, Plant and Equipment It is the responsibility of the Cleaning Provider to ensure full compliance to all Health and Safety requirements (COSHH/manual handling). The Cleaning Provider will ensure that all cleaning machinery, equipment, chemicals and cleaning products are stored in accordance with the manufacturers Safety Data sheet and the requirements of the COSHH assessment. It is the responsibility of the cleaning provider to ensure that cleaning products are stored in suitably locked store room when not in use.

4 9. Legal Requirements In addition to this Document, the Cleaning Provider will comply with: Any regulatory obligations that apply to the Cleaning Provider All accepted good practice All training and compliance requirements provided or notified by Plus Dane Housing to the Cleaning Provider. The Cleaning Provider s own and Plus Dane Housing s policies and procedures that appear in the Appendices. To the extent that there is a conflict between the successful Cleaning Provider and Plus Dane Housing s, the provision within Plus Dane Housing s will take precedence. The Cleaning Provider will keep policies and procedures up to date and compliant with the law, applicable regulatory requirements and acceptable good practice. The cleaning provider will ensure that all HS&E training is up to date and that its employees have all information training and instruction as necessary to carry out sufficient all aspects of their duties. 10. Bank Holidays & Public Holidays Cleaning services that are due to be performed on a bank holiday will be performed the next working day. If as a result of this, a service in a given week is missed Plus Dane Housing must be notified immediately providing alternative arrangements to cover the missed service. 11. Waste The successful Cleaning Provider shall develop and maintain an operational solution for managing the movement of internal waste at each site. All forms of waste shall be sealed and stored in a place designated for storage until collection or disposal in line with all relevant legislation on the removal of waste. The Cleaning Provider shall have all relevant licenses required for waste disposal. 12. Cleaning Supplies The Cleaning Provider will provide all necessary equipment and materials, including proprietary cleaning agents in order to carry out the works in accordance with this specification. The Cleaning Provider will be responsible for: The safe and secure storage of all chemicals and consumables and comply with all health and safety legislation, including carrying out suitable and sufficient COSHH assessments ; Use environmentally friendly cleaning products Adopts the national colour code cleaning system.

5 Cleaning Standard All cleaning supplies must be available at all times. 13. Avoidance of Disturbance to Residents At all times the Cleaning Provider will carry out the service as quietly as possible. The Cleaning Provider will take all necessary steps to minimise disturbance or noise to residents. The Cleaning Provider will take full consideration of local circumstances and residents concerns when scheduling work. 14. Quality Inspections The Cleaning Provider will implement a properly managed audit process. Every site to be audited quarterly and graded according to the Cleaning standards Table 1 below Results and remedial action for failures to be discussed at review meetings including any issues for escalation Definition of Cleaning Standards Table 1 Excellent Good Satisfactory Poor Unacceptable The standard of clean as observed on regular excellent, no issues to rectify. Always the same high standard The standard of clean as observed on regular good, few issues to action. Usually a consistent high standard. The standard of clean as observed on regular satisfactory, few issues to action. Consistently to an acceptable standard. The standard of clean as observed on regular below standard, numerous issues to rectify. Inconsistent, The standard of clean as observed on regular unacceptable, the building noticeably unclean. Very inconsistent usually a poor standard. 15. Health & Safety The Cleaning Provider shall comply with the Health and Safety at Work Act 1974 and with all other relevant statutes and regulations in force during the contract period, including Control of Substances Hazardous to Health (COSHH) Regulations. 16. Ad Hoc Services There will be a requirement from time to time for ad hoc duties such as carpet cleaning, environmental cleans, snow clearing etc. There is no guarantee that this type of work will be commissioned on a regular basis and Plus Dane Housing reserve the right to obtain quotations from other Suppliers for this work, where it is deemed beneficial to do so.

6 17. Bin Stores Each site will have its own requirements for waste storage, all bin stores will require regular cleaning please see Appendix 2. For the avoidance of doubt any external bin stores will also form part of the cleaning schedule. 18. Water Not all schemes have a hot / cold water supply therefore it is the responsibility of the Cleaning Provider to provide an adequate supply of hot / cold water / ionised water to carry out the tasks as per Appendix 1 Communal Cleaning Specification. 19. Communications 20. KPI s The Cleaning Provider will promptly answer telephone, messages or notifications and be able to provide a full answer within an appropriate time as per below KPI. Appropriate cover in place for planned & unplanned absences, with planned arrangements communicated in advance. Unplanned absence to be communicated and alternative arrangements put in place as soon as possible. Plus Dane Housing has set out a number of proposed KPI s by which the Cleaning Provider s overall performance shall be monitored and managed, please see Table 2 below. The successful Cleaning Provider and Plus Dane Housing will agree a final set of KPI s, minimum target levels and service credits which will be adhered to and monitored. Plus Dane Housing reserves the right to adjust, introduce new, or remove KPIs throughout the Contract Period, however any significant changes to KPIs shall be agreed between Plus Dane Housing and the Cleaning Provider KPI s will be formally reviewed on a quarterly basis with all data and supporting documentation to be provided by the Cleaning Provider KPI s - Table 2 Key Performance Indicator Measure Min Achievement Rectification Time (hours) Service Credit Site Attendance against Cleaning Schedule Time & attendance records confirm this & visual sightings of employees on site 95% 24 TBC

7 Recalls The number of times recalled to any one particular scheme Each site to be Audit Inspections inspected at least once a quarter. Shall not 24 TBC exceed 5% 90% 24 TBC Audit Results and follow Up Actions Standards as detailed in the Cleaning Standards Table 1 90% 24 TBC DBS Vetting Accidents Incidents and Employees working on sites requiring an enhanced DBS will be valid (3 years) To measure the performance on Health and Safety matters against policies and procedures 100% 120 TBC 90% 48 TBC Staff Identification and uniform Cleaning Supplies Time to respond to queries Operatives to wear correct uniform, to be well presented and conduct themselves in a professional manner Environmentally friendly cleaning supplies to be used at all times. Operatives must have sufficient stock in order to perform their cleaning duties The Cleaning Provider will promptly answer telephone, messages or notifications and be able to provide 90% 48 TBC 95% 24 TBC 90% 24 TBC

8 Service delivery to Specification a full answer within 24 hours The service delivery standards in the specification are being met or exceeded (see Table 1 above) and are delivered to the agreed cleaning schedule 90% 24 TBC Cleaning Providers will rectify KPI/ Service Level failures locally within rectification times. KPI s falling below the agreed target will require remedial measures to be put in place. Failure to rectify KPI s within rectification times will be escalated to the quarterly review meetings and service credits will be applied accordingly. Failure to meet any one KPI target for any 2 consecutive review periods will require an urgent meeting at Plus Dane Housing Head Office. Any continuation of underperformance will be referred to the relevant section of the Terms and Conditions of contract; which may be:- Termination on Default Dispute Resolution 21. Safeguarding Operatives assigned to Supported schemes and any other sites as requested shall be trained in the Safeguarding of Vulnerable Adults (SOVA) and Professional Boundaries. All operatives will have been trained to basic knowledge of safeguarding 22. Quotes Quotations for new sites to be added to contract must be available within 2 weeks of initial request 23. Signage The Cleaning Provider shall be required to ensure the appropriate protection and signage is displayed whilst working on site to ensure the health and safety employees, residents, visitors to the site and members of the public.