Terms & Policies

Introduction

The following is a description of work that our company undertakes:

• Carpet and upholstery cleaning
• Cleaning of communal areas
• Regular office cleaning
• After builders cleaning
• End of tenancy cleaning
• Spring cleaning / one off cleaning
• Shops / pubs / restaurants etc.
• Weekly domestic cleaning and ironing

1. General Statement of Policy
   1. The company acknowledges and accept its legal responsibilities for securing the health, safety and welfare of all our employees, of Sub-contractors working on our behalf and all others affected by our activities.
   2. The company will provide and maintain safe and healthy working conditions so far as reasonably practicable.
   3. The company will encourage all employees to be actively involved in maintaining safe operating conditions and practices.
   4. The company will carry out a regular review of this policy to ensure that these standards of Health & Safety are maintained.
2. Organisation
   1. The head of the company has overall responsibility for health and safety in the Company and will:
      1. Ensure suitable financial provision is made for Health & Safety obligations
      2. Provides appropriate information and instruction to employees
      3. Ensure work is planned to take into account Health & Safety issues
   2. All employees shall at all times take reasonable care of themselves and have due regard for the Health & Safety of others who may be affected by their work activities. They:
      1. Co-operate on Health & Safety matters
      2. Report Health & Safety defects
      3. Not interfere with anything provides to protect their Health & Safety
3. Arrangements Health & Safety is considered in all aspects of our work. The following outlines the principal ways in which we implement health and safety:
   1. Communication The content of this policy and rules specific to a site or job are drawn to the attention of all employees and Sub-contractors. Employees and Sub-contractors present their views on Health & safety for existing and proposed jobs.
   2. Training Employees are given training appropriate to their responsibilities. Training is specifically provided for work with hazardous substances, use of equipment, use of PPE and manual handling. Additional training required because of new work activities and the use of new equipment or substances will be provided when needed. New staff will receive induction training. A programme of refresher training will be undertaken to keep employees up to date with legislation and industry best practice.
   3. Risk Assessments The head of the company carries out and records formal risk assessments. In additional risk assessments are carried out continuously by employees throughout their work. Hazards are considered and work methods established to minimise the risk of injury to themselves and others affected by the work. Where the employee does not have sufficient knowledge about a specific hazard, such as work in confined spaces, they will take further advice from Health & Safety advisor if required. The head of the company ensures operators are provided with appropriate instruction and training on risk.
   4. Method Statements Formal method statements (safe working procedures) will be prepared in writing where the risk is particularly high.
   5. Co-operation with Clients Employees always familiarise themselves with client procedures when first attending site, in particular general site access, emergencies and high risk work activities including permit to work systems. Clients site procedures are specific instructions will be followed at all times.
   6. Welfare Welfare arrangements are established at each site, utilising client facilities whenever possible.
   7. Equipment All equipment is subject to routine maintenance, including electrical testing, taking into account various factors, including:
      1. Statutory testing
      2. Type of equipment
      3. Amount of use
      4. Consequences of failure
   8. Personal Protective Equipment PPE is provided as appropriate for the work activities. PPE is maintained by the individual, and is subject to routine maintenance as appropriate.
   9. Hazardous substances The risk associated with hazardous substances is considered for all work activities. Alternative less harmful substances are used wherever possible. In case of risks to health, PPE is provided and used by employees, and health surveillance undertaken where necessary. Significant risks associated with hazardous substances will be subject to a formal written assessment in accordance with the Control of Substances Hazardous to Health Regulation (COSHH).
   10. First Aid and accident reporting Wherever possible arrangements are made with clients to use their first aid facilities. Where this is not possible a supply of sterile plasters is carried by employees and assistance will be sought from the emergency services if required.All accidents are reported to the office and recorded in the accident book. Those defined as statutorily notifiable are reported to the Incident Contact Centre, by telephone 08453009923.All accidents/incidents will be investigated by senior management and any action taken as a result of investigation will be formally recorded.
   11. Manual handling Manual handling risks are considered prior each work activity. The method of work is adapted to minimise handling risks wherever possible, including use of alternative lifting and carrying methods. Our employees are advised not to manual hndle loads that they feel incapable of moving safely.
   12. Fire safety All employees remain vigilant to the risk of fire and what to do if there is a fire alarm activated.
   13. Sub-contractors Subcontractors are instructed primarily on the basis of their technical capability, though due regard is also taken of Health & Safety.
   14. Public safety The safety of members of the public is considered at all times and appropriate action taken.

Principals and Standards

Cleaner Direct is a professional company committed to setting and maintaining high standards of customer care. We regret all clients, partner organisations and the public as our customers.

Customer Care Principles

The following principles underpin Cleaner Direct Customer Care Standards:

• Be attentive and courteous
• Be honest and fair in dealing with customers
• Respond quickly to requests for assistance
• Provide service that are fair and accessible to all
• Record and monitor compliments and complains
• Ensure complains are dealt with openly and fairly
• Actively seek the views of customers and staff
• Share good practice

Customer Service Standards

Courtesy

Employess are educated in the service standards of the Company; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.

Confidentiality

All information gathered or held regarding the personal or business affairs of our customers will be held in strict confidence, for the sole use of the Cleaner Direct meeting its stated objectives. No information will be released to partner organisations, or any third party in a format that will allow identification except with the express consent of the provider or as may be required by law.

Communication

All correspondence will be responded to in a clear, concise and timely manner. Our aim is that all correspondence, from date of receipt, will receive a response within 2-3 working days;more complicated issues will receive an acknowledgement within the response time, and continuos updates on the progress of the case until a resolution can be achieved.

Consistency

As part of its commitment to upholding professional standards, Cleaner Direct has implement and constantly reviews to ensure that its application of all services are consistent.

Handling Complains

Cleaner Direct seeks fair, just and prompt solutions when possible to any complains. All such issues should be directed to General Administrator in the first instance, where they will be acknowledged and directed to the attention of the appropriate person.

Access to information

Cleaner Direct complies fully with the provisions of Data Protection Act 1998.Any personal or confidential information held by Cleaner Direct about a colleague, subcontractor or client is fully accessible to that person or body for review.

Consultation and Feedback

Consultation is a important part of meeting our objectives. Cleaner Direct encourages feedback and conducts regular surveys of the needs and perceptions of its customers, using the feedback to enhance its service.

Our Environmental Policy

We have identified and comply with all environmental legislation relevant to our business activities, are committed to preventing pollution and reducing our impact on the environment by:

• Implementing a system for recycling a wide range of waste streams including paper, plastic containers and film, ink cartridges, computers, monitors, food and garden waste, electrical equipment, stamps, metal cans, cooking oil and batteries.
• Selling or giving away unwanted equipment and redundant supplies
• Selling or giving away unwanted equipment and redundant supplies
• Monitoring our vehicle fuel consumption, operating a car sharing scheme, regularly maintaining our vehicles and using public transport for work purposes where possible.
• Monitoring our water consumption, using water saving devices in our toilets and using hoses for car washing.
• Reducing our use or recourses by printing double sided and 2 pages per page for draft documents, using e-invoices where possible and buying recycled paper, cardboard, packaging, pens, pencils and mousemats.
• Using eco-friendly products including water-based inks and biodegradable packaging.
• Regularly donating to and supporting local charities and encouraging staff to develop themselves through education, training and voluntary work.
• Auditing our suppliers to demonstrate their environmental credentials.

Although we are already demonstrating a significant reduction in our environmental impacts, over the next 12 months we are also committed to:

• Continuing to monitor and reduce our environmental impact and work to improve our 4 star rating.
• Installing energy efficient light bulbs and collecting water.
• Using hybrid or biofuel vehicles and enrolling with Bike2Work scheme.
• Using a purchasing policy that considers environmental and Life Cycle Impacts when designing, purchasing equipment and in the decision making process.
• Purchasing cleaning products not tested on animals, supporting charity and auditing our suppliers.

Our Assurance

1. Aim

   The primary purpose of quality assurance is enhancement of the quality of service to our diverse range of clients.

2. Principles

   All staff/subcontractors are expected to take personal responsibility for their own professional quality and standards in all their activities. Staff and sub-contractors will exercise this responsibility within a supportive environment where expectations and standards are defined, continuous improvement and innovation are encouraged, development and training opportunities are provided, feedback is actively sought from students and other major stakeholders; and duplication of effort is strenuously avoided. The quality assurance framework:

   1. Sets objectives rather than dictates detailed procedures and structures;
   2. Promotes consistency ; and
   3. Is underpinned by the concepts of equality and fairness.
3. Documentation

   All policies and procedures will be well documented and readily accessible to staff, sub-contractors other stakeholders. Cleaner Direct will rigorously and continuously monitor the effectiveness of its quality assurance procedures to assure that they are operating in accordance with good practice.

4. Definitions

   Quality Assurance comprises all the policies, systems and processes directed to ensuring the enhancement of the quality and standards of Cleaner Direct service. Quality Control relates to the arrangements ( procedures, organisation etc.) which verify services are being carried out in an appropriate manner. Quality Audit is the process of ensuring that the quality assurance and control arrangements are satisfactory and operating effectively. Quality Enhancement is the process of continuous improvement.