Contract Cleaning Services Terms and Conditions

1        Acknowledgement

These Terms & Conditions of Service constitutes the agreement between MCC Cleaning Services Ltd (herein referred to as MCC) and the Customer for the provision of MCC’s cleaning services and any related products or services. MCC Cleaning Services Ltd is sometimes referred to as “we/us/our or MCC” and the user is sometimes referred to as “you/your/user or Customer”. By subscribing to or using our service, Customer agrees to MCC’s Terms & Conditions, MCC’s Shipping & Returns Policy and MCC’s Privacy Policy where applicable, along with the provisions contained within this document. All tenders, quotations and orders for the supply of Services and/or Goods provided by MCC with the Customer are based on the following Terms which together with the relevant tender, quotation or order contain the entire Contract between the parties relating to the subject matter of the Contract. This Service Level Agreement sets out the standard cleaning service that will be deployed in order to provide a clean, hygienic and safe environment for all building users, for the standard charge as outlined in the “MCC Sales Order Confirmation” . Should additional cleaning of any description be required, the standard service can be modified e.g. frequencies, types of cleaning, additional cleaning operation etc. an additional “MCC Sales Order Confirmation” will be issued. Tenders or quotations may only be accepted within 60 days from the date of tender or quotation and may be withdrawn by MCC at any time within this period by written or verbal notice to the Customer. In the absence of any express acceptance of these Terms by the Customer, the order of Goods and/or Services or the making of any progress payment or allowing MCC staff to enter the customer premises and commence work shall constitute acceptance of these Terms by the Customer.

2        Our Commitment To You

2.1        Service Standards

  • We will seek to establish customer views and opinions and act upon them.
  • Annually review and consult on the appropriateness of the Service Level Agreement and review as necessary.
  • Consultation via the Area Contract Manager with the customer’s delegated representative to confirm continuing reference and appropriateness of service provision.
  • A formal inspection will be carried out periodically, with the customer if required, to confirm satisfaction with service provision and results reported to the customer or designated representative.
  • We will respond to all telephone/email communications as within 24 business hours.

2.2        Service Promise

  • All cleaning employees will wear the MCC uniform with the MCC logo attached.
  • All staff will be trained to an appropriate level in basic cleaning techniques. In addition, they will be trained in all aspects of health and safety.
  • A sufficient number of staff will be available to deliver an effective operation.
  • Environmentally friendly cleaning products and methods will be implemented throughout the duration of the Service Level Agreement.
  • All equipment will be maintained in good working order, including cleaner’s storage areas, where adequate storage space is provided.
  • Cleaning will be carried out to the agreed specification as set out in the Service Level Agreement. A comprehensive programme of work to be completed every day will be provided to all cleaning staff and a complete copy of the cleaning programme will be issued to the site for information and monitoring purposes. In some cases this is work in progress as we update our records.

3        Description of the Works

3.1        Specification

The Specification is made up of the following documents which are separate to the SLA:

3.1.1       The Cleaning Specification

This is a general reference document for all sites based on the British Institute of Cleaning Science Standard. The achievement of these standards will depend on the appropriate number of cleaning hours being agreed between the parties.

3.1.2       The Cleaning Schedules.

This form will detail the cleaning operations in each area and the frequencies.

3.1.3       The Cleaning Services Quotation/Proposal

This details the fee to be charged by MCC on a monthly basis. This will be subject to inflationary increases which will be notified to sites annually. The cleaning industry is subject to an Employment Regulation Order (ERO) setting out minimum pay rates and terms for employees. Increases in the regulated pay rates will be implemented by MCC Cleaning Services Limited and passed on to the client on a pro-rata basis.

3.2        Hours Delivered vs Cleaning Standards

This Service Level Agreement is based on the delivery of cleaning standards as per the cleaning specification. The hours required my vary based on improved production rates achieved through training, equipment and efficiencies. The customer will not be entitled to any refunds for hours not delivered. If the customer feels that the specifications are not satisfied then this should be communicated using the complains procedure.

3.3        Measurement and Allocation of Work

The Customer or their representative must supply a detailed plan of the site. From this we are able to produce a cleaning specification based upon room details. The cleaning specification will be modified from time to time if there are building or other alterations, or at the request of the customer or site representative. Requests should be made in writing to the Operational Manager of MCC Cleaning Services. Cleaning charges may vary as a result of these changes and we will discuss these prior to implementation. Copies of these specifications are made available to the Customer and/or their representative.

3.4        Variation Orders

When the cleaning work specified in the Service Level Agreement has to be changed on a permanent or long term basis, e.g. closure of parts of the building, new buildings, etc, formal written notification giving 4 week’s notice must be sent to the MCC Operations Manager. This will allow sufficient time for an agreement to be reached with the customer as to whether any reduction in hours should be re-allocated in the building or to give sufficient notice to staff who may have to have their hours reduced. When there is a temporary need to increase or decrease the amount of cleaning required, the Area Contract Manager must be informed 4 weeks in advance where possible redeployment will take place, otherwise a 2 week notice period will be required. Where there are short term closures to rooms, or where a room has not been used on a particular day, the staff responsible for that area will be re-deployed at the discretion of the site supervisor to engage in meaningful work to an equivalent value, elsewhere on site without need for written order or instruction. From time to time we will re-asses the requirements of the customer, as part of the ongoing dialogue between both parties. Where there have been changes to the fabric or building usage, the updated information regarding alterations will be forwarded to the customer prior to implementing the changes.

4        Training and Development

An effective training plan is the primary tool for developing a high quality and skilled workforce, able to deliver a customer focused cost effective service to building users. Through this plan all staff receive the training that both they and management feel is important. The purpose of this training is not only to install good practice, but to also enable staff to perform their duties in a more efficient and flexible manner (act more creatively) within their areas of responsibility. Over recent years we have invested heavily in staff training as defined by our training policy. This ensures that we maintain an environment in which staff can deploy the skills learned through training and thus comply with equal opportunity policy. All training is recorded on an employee training record file which is held centrally in MCC Cleaning Services Head Office in compliance with GDPR regulations.

Priority training includes:

  • MCC General Induction
  • Site Specific Induction
  • Manual Handling
  • Health and Safety – including chemical and machines use
  • Skills Training
  • Customer Care
  • Safeguarding children and vulnerable adults (where necessary)
  • Lone Working (where necessary)

The provision of a successful cleaning service is dependent on the existence of a properly motivated, trained and equipped workforce. To achieve this staff are provided with:

  • A clear understanding of the requirements of the job and the effect that a job well done has.
  • Training appropriate to the job being performed and sufficient to ensure that the work done meets established quality standards.
  • Provide job security and good employment practices for all employees so that MCC Cleaning Services remains in the best position to provide a quality service.

4.1        Induction Course

All MCC Cleaning Services employees receive Induction Training.

Training is undertaken by the Area Contract Manager or Area Supervisor prior to the employee starting work. During the first week of work “on the job training” (as part of the induction process) will be carried out at the workplace by either the Area Contract Manager or a suitably experienced Supervisor and/or Cleaner in Charge, who will use an induction check list to ensure compliance with the requirements of both the cleaning specification and Health and Safety legislation.

4.2        On the Job Training

Employees will receive ongoing training particularly updated training when new equipment, operation changes or new cleaning products are introduced. Employees will also go through a skills based training programme relevant to their position during their first 6 months of employment.

5        Recruitment

5.1        MCC Recruitment Policy

We will recruit cleaning staff in line with the MCC Cleaning Services Recruitment and Selection Procedure to fill vacancies when they occur. This policy is available on request.

6        Additional Optional Services

MCC Cleaning Services have an experienced field and head office support team. Using our Special Cleaning Team we can respond quickly to provide the following:

  • Cleaning after fire, flood, building work or vandalism
  • Specialist Decontamination cleaning to combat outbreaks of harmful viruses.
  • Providing additional specialist cleaning as requested such as specialist cleaning as an infection control measure in toilets.
  • Graffiti removal (internal and external)
  • Feminine Hygiene Services (Sanitary bin provision and servicing)
  • Hygiene supplies and products
  • Windows Cleaning
  • Floor maintenance and restoration (Strip and Seal etc)
  • Carpet deep cleaning
  • Upholstery cleaning

Quotations for any of the above will be provided upon request as will information or advice on any other cleaning issue.

7        Quality Control System

MCC Cleaning Services has developed and implemented a number of key procedures/arrangements in order to ensure that service delivery is to the specified standard.

Key areas include:

  • Induction and training of staff.
  • Measurement and allocation of work.
  • Inspection and monitoring.
  • Repair and maintenance of equipment.
  • Provision of materials and equipment.
  • Comments, compliments and complaints procedures.

7.1        On-site Supervisor

At those sites that have an on-site Supervisor, as part of his/her job they will be required to check the standard of cleaning whilst it is taking place so that any deficiencies can be identified and rectified immediately. Should employees fail to perform to the standard, they are to be given a period of further training by the on-site Supervisor or where necessary the Area Contract Manager. Inspection sheets, which are completed by the on-site Supervisor or on-site cleaners will be kept in the cleaning storeroom in the site folder and periodically removed to MCC head office for archive.  

7.2        Management of Staff

Area Contract Managers and /or Area Supervisor will visit each site periodically to conduct inspections and record findings on a site inspection form. The Site Inspection form will be discussed with the on-site supervisor and/or cleaners and advice will be given on areas that require remedial action.

The client representative will be asked to comment and sign the Inspection form. The Area Contract Manager will monitor the progress and completion of any action plans resulting from those inspections.

Since cleaning services are delivered on our clients premises, the feedback of information from the client is a vitally important aspect of this service level agreement. This is especially important on sites where MCC do not have an on site manager/ supervisor. It is the clients responsibility to inform MCC of any areas of concern, such as below standard cleaning, missed areas, MCC staff absence etc. Health and Safety

7.3        General Policy Statement

MCC Cleaning Services firmly believe in the importance of providing a healthy and safe environment for our staff and customers. The Organisation wholly accepts the aims and provisions of the Health and Safety at Work Act and the Regulations made under this Act. Our up-to-date Safety Statement is

  • We will control the health and safety risks arising from our work activities and consult with our employees on matters affecting their health and safety at work.
  • We will provide and maintain safe plant and equipment and through provision of Safe Systems at Work ensure safe handling and use of substances.
  • We will provide information, instruction and supervision for all employees and ensure that our employees are competent to carry out their tasks by giving them adequate training.
  • We consider our employees have a major part to play in the success of this policy by adhering to safety rules and codes of practice set in place to protect all members of staff at work. Our employees must work in a safe manner and not put themselves or others at risk. They must co-operate with the employer by reporting any shortcomings in arrangements made to protect their safety and health at work.
  • Our employees must report any defects or hazards immediately to their line manager.
  • We will communicate regularly with our employees via our online systems.
  • We will carry out Health and Safety inspections annually and will consult with you during this inspection process
  • We will work with the Site Representative to ensure that our Health and Safety obligations are met.
  • We will review this policy on a regular basis and make revisions known to all staff immediately.
  • A full health and safety pack will be issued to the site containing a complete method statement, a site specific risk assessment and all necessary COSHH document relevant to the chemicals being used on-site by MCC employees.
  • MCC Cleaning Services Safety Statement, and other safety related documentation and guidance, is provided to our employees through an online employee portal. This is updated regularly and updates are issued to the employees through this portal.Duties and Responsibilities

7.4        Managing Director

Reporting to the owners, the Managing Director has responsibility for the strategic development and corporate governance of the company

Key duties include:

  • Report of Key Performance Indicators in the business pan.
  • Ensure the values of the company are being upheld by the management team.
  • Develop strategic and corporate aims and objectives.

The Managing Director leads the Senior Management Team.

7.5        Cleaning Operations Manager

Reporting to the managing director, the Operational Manager has responsibility for the delivery of cleaning services to all establishments.

Key duties include:

  • Line management and direction of Area Contract Manager in setting and ensuring the achievement of all business objectives detailed in the Cleaning Operational Plan.
  • Contract management through customer service reviews, preparation of tender documentation and presentations to appropriate customer panels.
  • Interpretation and implementation of strategic and corporate aims and objectives.

The Operational Manager is also a member of the Senior Management Team and has a key role in the operational planning process for the organisation generally and specifically for cleaning services.

7.6        Area Contract Managers

Reporting to the Operational Manager. The Area Contract Manager has overall management responsibility for the provision of cleaning services and the site based staff thus employed in a group of premises.

Key duties include:

  • Satisfactory delivery of cleaning services.
  • The direction and monitoring of the performance of on-site Supervisor.
  • Assisting the Operational Manager to implement strategic and corporate aims and objectives.
  • Assisting the Operational Manager in all aspects of the contract and Service Level Agreement submissions, including preparation of tenders and site re-scheduling/respecification.
  • The setting and achievement of organisational objectives.
  • Ensuring that appropriate resources (human and material) within pre-determined budgets are available and in place to deliver to Service Level Agreements for each site.
  • Regular consultation with customers regarding service required.
  • Delivery and monitoring of service to ensure that the service delivered meets required standards.

In addition they directly manage cleaning employees engaged in the provision of cleaning services on a number of contracts. They may will be assisted in this task by an Area Supervisor who will each have responsibility for part of the area to provide closer support and supervision for site based staff

Area Contract Managers also have responsibility for carrying out risk assessments and other Health & Safety matters such as compliance with chemical regulations. They also ensure that effective training of cleaning staff in cleaning methods and safe systems of work is made available and undertaken. Equipment

7.7        Repair and Maintenance

MCC Cleaning Services will repair or replace the equipment used by its cleaning staff within 5 days of notification by way of email or a phone call reporting failure or malfunction. Maintenance contractors will visit locations and inspect/repair the equipment on site or the item will be returned to base for repair. Annual PAT checks on all electrical equipment will be carried out by MCC or a nominated contractor.

All repairs carried out during visits to sites are logged at Head Office.

Only MCC staff are permitted to use MCC equipment. Any loss or damage to MCC equipment not caused by MCC staff will be charged to the customer.

It is the customers responsibility to provide a secure storage location for MCC equipment and materials. Comments, Compliments and Complaints Scheme

7.8        Reporting Issues

MCC welcomes feedback from all customers, whether this is a complaint, a compliment or a comment on how we provide our services. Reporting of minor issues can be done through a two-way communication book that will be provided by MCC. This book may be used by on site staff to communicate minor issues or requested small changes to the service. An example of this would be a request to clean a particular area outside the normal frequency (ie if an room was due to be cleaned Thursday but the customer needed it cleaned Wednesday) or to report minor issues such as emptying a bin that was missed. Any recurring minor issues or any major issues should be reported to the Area Contract Manager for resolution. If you are not satisfied with this response you should contact the Operations Manager. MCC Cleaning Services operates a helpdesk system to log all comments, compliments and complaints.

Contact Methods:

Telephone: 044 9345200 (Monday to Friday 9am to 5pm) or E-mail : helpdesk@mccclean.com

If the issue cannot be resolved immediately it will be investigated. When the issue is reported to our Helpdesk the report will be acknowledged and you will be informed of the name of the person who will be dealing with the issue. We endeavour to resolve most issues within 5 business days from the time the issues is logged. If the issue is complex and takes longer than 5 days to resolve you will be contacted every 5 working days to explain progress.

8        Purchasing Policy

8.1        Environmental Friendly Policy

MCC Cleaning Services embraces a commitment to ‘Green Procurement’ throughout purchasing policies and procedures. Contracts are awarded on the basis of quality, environmental performance, delivery and value for money.

Our policy on purchasing commits us to:

  • Comply with all environmental legislative and regulatory requirements in purchasing both products and services.
  • Promote environmental awareness among suppliers and contractors and to encourage them to offer environmentally preferable products and services at competitive prices.
  • Integrate environmental factors into our buying decisions. We apply this policy in our purchasing procedures as follows:
    • Conservation: We comply with the requirements, where applicable, of the Environmental Protection Act and other relevant legislation and regulations.
    • Hazardous Substances: MCC’s working practices and procedures are all in strict accordance with the Control of Substances Hazardous to Health Regulations.

9        Services Obligations

9.1        Service Level Agreement Termination:

MCC Cleaning Service Limited and their Customers are requested to allow a period of 1 month by notice in writing if this service level agreement is to be terminated. During that period MCC Cleaning Services will co- operate fully to hand over service provision to the incoming service provider including all TUPE information necessary to protect the terms and conditions of employment of staff transferring to that provider or to the customer if the service is being taken inhouse. It is a condition of this agreement that all MCC staff working on this site are given the opportunity to transfer to the incoming contractor or customer under the European Communities (Protection of Employees on Transfer of Undertakings) Regulations 2003 (TUPE). Liquated damages will not apply where the correct notice period has be provided for.

9.2        Insurance:

MCC Cleaning Services is insured for our liability in law in respect of accidents, which may happen to our employees, or services provided and also for third party risks. Liability for death/injury and/or loss, or damage to property is covered by this insurance policy. As MCC Cleaning Services do not have control of the customer premises, MCC Cleaning Services will not be liable for claims resulting from accidents/incidents to MCC employees, customer employees, visitors or members of the public, caused by factors relating to the customer premises, fixtures, fittings, furniture or equipment including floor surfaces.

9.3        Health and Safety:

It is expected that the customer will include our employees in their site arrangements relating to Health and Safety issues e.g. fire drills.

9.4        Asbestos and Building Fabric:

It is expected that the customer will ensure that MCC Cleaning Services’ employees are not exposed to asbestos, other harmful substances and/or infectious diseases whilst working on site. Should there be a potential risk, or any doubt concerning the safety of building in any way, MCC management and MCC staff should be notified immediately such risks are identified so that appropriate action can be taken.

9.5        Communication:

It is expected that the customer will ensure that our employees have a specific communication point within the site and that this is communicated to the relevant client employees and relevant MCC employees.

9.6        Storage and Utilities Arrangements:

The customer will be required to provide without charge:

  • Adequate secure storage facilities for equipment, materials and machinery
  • Electricity and power points
  • Hot/cold water and emptying facilities
  • Waste and rubbish disposal facilities; all within reasonable walking distance.
  • MCC employees will use all facilities economically and secure rooms as far as is reasonably practical.

9.7        Exclusions:

This Service Level Agreement excludes:

  • The provision of ‘janitorial’ items unless previously agreed and included in the quoted price e.g. toilet rolls, soaps, towels and sanitary disposal units.
  • Security arrangements, key holding and setting of burglar alarms.
  • Cleaning at weekends or public holidays, unless specifically agreed in writing with the customer.
  • Customer Holiday/Shutdown periods – unless previously agreed and included in the quoted price

However, should it be required, these services can be included at an additional cost and with amendment to this document. MCC anticipates that, for routine cleaning, all horizontal surfaces, example desks, ledges, shelves and tops of filing cabinets, should be cleared sufficiently to permit cleaning without disturbing surface documents. It is the policy of MCC not to move or disturb documents etc on peoples desks, for that reason desk tops will only be cleaned when they have been left clear by the person using the desk. For non-routine cleaning, MCC requires that the customer move heavy items of furniture and/or appliances to facilitate cleaning of floors or other areas, unless MCC have been specifically requested to do this by the customer and it has been costed into the work.

9.8        Public Holidays

If the service is normally scheduled to be provided on a day which a public holiday falls (such as a Bank Holiday Monday) then no service will be provided on that day. There will be no deduction in the monthly fee for this da as this has already been accounted for in the annual price. Should it be required for services to be delivered on this day then MCC must be informed in writing at least 2 weeks prior to the day and this will incur an additional charge. Should it be required to schedule the cleaning on an alternative day then MCC must be informed in writing at least 2 weeks prior in order for us to alter our schedule and this will incur an additional fee, unless this has been specifically agreed as part of the contract price.

9.9        Closure

Generally no service will be provided during planned closures. Planned closures should be indicated to MCC at the time of pricing in the scope of works. If no closures are advised MCC will assume a closure of 1 week covering the Christmas period. Where the closures have been indicated, the monthly fee charged to customers is based on the quotation provided and periods of non-service have already been taken into account when calculating the monthly fee. Should it be required for services to be delivered, in addition to those outlined in the quotation, during this period then MCC must receive notice in writing at least 2 weeks prior to the closure and an additional fee will apply.

9.10     Unscheduled Closure

Where an unscheduled closure occurs (example –  closure because of dangerous weather conditions), the customer will still be charged for the service and no deduction from the monthly fee will be allowed.

9.11     Continuous Improvement:

Service delivery will be based on the achievement of the standards to an agreed specification not just the delivery of hours. This ensures that all premises are cleaned to a satisfactory or better standard on which the price is based. By developing better methods of cleaning through staff training and investment in modern cleaning equipment and materials productivity may be increased and in turn the hours delivered may decrease. Customers will not be entitled to a reduction in the fees agreed in the quotation in this circumstance.

9.12     Cover for Short Term Absence:

On occasion sites will experience short-term absence. Adopting one of the following will cover this:

  • Additional hours for other site staff.
  • Staff from other sites covering.
  • Use of mobile team members.
  • Use of Agency staff.

However MCC will only accept liability for work not completed to an acceptable or better standard, not just for a lesser number of hours worked over any period. The target hours input for any site is the optimum labour level. Should there be minor differences where work has still been completed to a satisfactory standard, compensation will not be considered.

In limited circumstances MCC may not be able to provide short-term cover for absence, especially if there has been no notice of the absence. In this circumstance MCC will try to reschedule the work during the month. If MCC are unable to reschedule the work in the month, then a credit will be given to the customer on their next invoice.

9.13     Equipment Replacement:

Equipment will be replaced if and when it is no longer economic to maintain or repair. Additionally, equipment will be replaced systematically over time, as it becomes less efficient through age and/or use.

9.14     Dispute Resolution:

If a dispute arises between the parties in connection with this Service Level Agreement it shall be resolved by senior representatives of either party acting in good faith in an effort to resolve the dispute. If the dispute or difference is not resolved it should be referred to the Senior Management to resolve in such a manner as they both shall agree and failing agreement between the Senior Management regarding the dispute or difference the matter should be referred to an appropriate third party for mediation.

9.15     Quality Management:

A good standard of cleanliness will be obtained at site by application of the standard cleaning specification by well-trained staff under normal conditions and use.

Should this prove not to be the case, the Area Manager will meet with client representatives to establish cause and possible solutions. Site Supervisors also monitor standards achieved in order to take corrective action as need arises.

9.16     Customer Care:

The development and maintenance of good customer relations is crucial to our business. To this end we are constantly working towards developing and maintaining good customer relations, and have a range of procedures to help this process:

  • Regular meetings with the Area Manager are offered.
  • Regular audits are carried out in conjunction with the customer to establish if the standard is being achieved.
  • Employees have a high commitment to Service Delivery.
  • Employees are empowered to deal with and solve problems if they arise.
  • We will respond quickly to any customer enquiries.
  • We have a Customer Complaints Procedure.
  • We monitor Customer satisfaction by means of an annual Customer survey in order to guide our service development plans.

9.17     Acceptance of terms

By accepting the delivery of services by MCC, the terms of this Service Level Agreement are deemed to have been accepted by the customer, even in cases where the customer has not signed the agreement. Furthermore the customer also agrees to accept our standard terms of service, which can be found on our website, with exception to terms in this agreement which will override our standard terms of service.

9.18     Duration of this agreement

This agreement will remain in place on an ongoing basis unless the termination clause has been invoked but for a period of at least 6 months.

9.19     Billing and payments

The customer will be billed on or around the last day of each calendar month for the month of service. Payment in full is due no later than the 28th of the next month unless specifically agreed with the client. Payment can be made by bank transfer, direct debit, credit/debit card, cheque or cash. Overdue accounts may be subject to interest and late payment penalties as per our standard terms and conditions available on our website.