Service Level Agreement (SLA)

 

Service Title: Cleaning Services

Head of Service: Mr. Barrie John Butler

 

SLA ID Number:

 

Agreement Date:

 

 

Between:

 

Name of Site:

Address:

 

 

 

 

 

Contact:

 

                        And:

 

Service Provider: Bristol Cleaning Control Ltd.

 

Service Title: Cleaning

 

Address: Bristol Cleaning Control Ltd.

Chittening Industrial Estate

Avonmouth

Bristol

BS11 0YB

 

Managing Director: Mr. Barrie John Butler

Contact Number : 07766 835 705

 

Purpose of the Agreement:

 

The Purchaser wishes to engage the Service Provider in the provision of Cleaning Services in accordance with the terms of this agreement.

 

The Service Provider shall provide the services as set out in the specification of work.

 

Length of the Agreement:

 

The provision of the services shall commence from ............................................. to ............................................... for a period of 12 months.

 

Method of Payment:

 

The method of payment for the Service Level Agreement will be by four weekly invoice.

 

Variations:

 

Both parties may jointly agree to omit any part of the service, or provide additional services, or vary temporarily or permanently any part of the service. Any modifications will be valued where applicable according to the prices set out in the agreement.

 

Confidentiality:

 

Neither party shall disclose to any other party any information in connection with the provision of the service nor any information contained in the agreement other than in compliance with the agreed information format specified in compliance with the provisions of the Data Protection Act 1998.

 

Statutory Requirements:

 

Both parties shall comply with all statutory requirements relating to the provision of the service and where applicable national Codes of Practice or British Standard Specifications. Bristol Cleaning Control's cleaning schedule is in line with BICS standards and specifications.

 

Indemnity and Insurance:

 

The Service Provider shall be liable for and shall indemnify the Purchaser against any liability, loss, claim or proceedings arising under any statute or at common law in respect of any damage to property or persons; any injury to persons including injury resulting in death; and any claim from a service user, or any other person acting on behalf of the service user, except where this is due to any act or neglect on the part of the Purchaser or of any person for whom the purchaser is responsible. The Provider shall insure fully against its liability in such sum and on such terms as the Purchaser may reasonably require.

 

 

 

Assignment & Subcontracting:

 

The Service Provider shall not transfer or assign this agreement and shall not subcontract the provision of the service without the prior written permission of the Purchaser, such permission to be not reasonably withheld.

 

Monitoring & Liaison:

 

The parties to this agreement will be required to jointly implement and maintain a system for monitoring this agreement. The purchaser shall nominate an Authorised Officer to act in its name for the purpose of the agreement and the service provider shall similarly appoint a contract manager.

 

Compliments and Complaints

For compliments and complaints:

 

Contact: Mr. Barrie John Butler

Tel. No: 07766 835 705

E-mail: Barrie@BristolCleaningControl.com

Address: Bristol Cleaning Control Ltd.

Chittening Industrial Estate

Avonmouth

Bristol

BS11 0YB

 

Notice Period/Termination of the Agreement

 

Either party may terminate the agreement by three months in writing. Neither party shall have claims against the other arising out of the termination of the agreement. Purchasers not wishing to renew their annual Service Level Agreement, are required to give the same notice of three months prior to the termination date.

 

Specification of Work

 

Services to be Provided

 

Bristol Cleaning Control Ltd provides a cleaning service to all types of establishments. Working in partnership with our client's staff we are able to tailor the service to meet individual needs. Our objective is simple - to provide an excellent cleaning service. We do this by:-

 

• Listening to our customers and acting on their suggestions

• Maintaining the relationship chain between our staff and client staff

• Providing daily support to our staff involved in the delivery of your service

 

 

 

 

Description of Service

 

Bristol Cleaning Control Ltd. will work directly with the client to determine their requirements and design tailored packages to accommodate those needs. Our cleaning teams range from a single member of staff to a full team who can provide daily coverage or one off deep cleans. Our cleaning staff are fully trained and regularly assessed by an Area Manager on not only their cleaning skills, but also how they deal with customers, order stock and adhere to health and safety procedures.

 

We employ local staff, our Managers are based locally and can easily respond to clients' requirements. All our staff are trained to a proficiency standard which includes health and safety, customer care, environmental awareness, cleaning tasks and procedures and quality assurance systems.

 

Method Statement

 

Under the SLA: -

 

• Bristol Cleaning Control Ltd will provide all cleaning equipment and arrange the repair and maintenance of the equipment.

• Bristol Cleaning Control Ltd will provide cleaning services at the agreed daily times and frequencies.

 

• Bristol Cleaning Control Ltd will ensure all staff are CRB checked at enhanced level.

 

• Bristol Cleaning Control Ltd will provide personnel and payroll services for staff including recruitment and induction and payment of wages.

 

• Bristol Cleaning Control Ltd will provide comprehensive staff training including customer care.

 

• Bristol Cleaning Control Ltd will provide professional advice in respect of all cleaning materials including specialist cleaning as required.

 

• Bristol Cleaning Control Ltd agrees to provide sufficient and appropriate levels of staff, materials and equipment with which to carry out the agreed services.

 

• Bristol Cleaning Control Ltd will continue to provide a quality assured cleaning operation based on the arrangements currently specified. We are prepared to discuss changes to the cleaning arrangements on a regular basis.

 

Performance:

 

Bristol Cleaning Control Ltd uses the Comprehensive Performance Assessment Model for service assessment and development.

 

We are committed to ensuring that all waste materials are disposed of in the correct manner so as not to cause any damage to the environment.

 

As a company, the importance of individual and team contributions is recognised as critical to the ongoing success of Bristol Cleaning Control Ltd. We take the responsibility of health and safety extremely seriously and ensure all our staff are trained and aware of the legislation.

 

Our service operates a Complaints and Compliments System. Comments can be made in writing, in person, by telephone or email. Records of all comments, compliments and complaints are kept and analysed for trends and prompts for improvements to service. The generic customer service standards for Cleaning are in Appendix A.

 

Monitoring

 

We are available to meet with the customers on a regular basis (at a time to suit the customer) to jointly monitor progress.

 

Spot checks may be undertaken by customers at any time. A rectification period will be allowed which will give Bristol Cleaning Control Ltd time to improve on poor performance without any additional cost.

 

The Managing Director of Bristol Cleaning Control Ltd regularly monitors and audits the cleaning operation undertaken by our managers. This is in addition to frequent visits to sites for routine checks.

 

Service provider requirements of the Client

 

Under the Service Level Agreement the clientl will be responsible for:-

 

·      Ensuring that all buildings are open for access and closed at the agreed times and to ensure free access to all areas requiring a cleaning service.

 

·      Providing lockable storage areas to Bristol Cleaning Control Ltd for securing equipment and materials.

 

·      Informing Bristol Cleaning Control Ltd of any circumstances within the premises that may affect their ability to deliver the services detailed in this Agreement (e.g. building works).

 

·      Nominating an officer as a point of contact and to act as a monitoring officer.

 

Pricing Schedule

 

The price will be based on the area to be cleaned and the frequency of the cleaning service.

 

 

Additional Services Available include the following:-

 

·      One Off Cleans (Including High Level Cleaning)

 

We are also able to offer a range of services which involve specialist cleaning and which are available to all our clients.

 

·      Floor Maintenance Programmes

We offer carpet and upholstery cleaning programmes using a Hot Water Extraction System.

 

·      Satisfaction Surveys

We would welcome the opportunity to run satisfaction surveys amongst all our client base. This enables us to gain a fuller picture of the service we offer and continually improve our service.

 

·      Computer Equipment Cleaning

Outside of this Service Level Agreement we are able to provide a specialist team who can carry out computer cleaning in line with customer's frequency requests.

 

·      Litter Picking

We are able to tailor contracts to include litter picking or carry out this service as a one off to suit customers' requirements.

 

·      Builders Cleans (Including Clean Up After Fire and/or Flood Damage)

 

If site has had any refurbishment / building work carried out we are able to arrange one off cleans outside of the Service Level Agreement which can bring areas back up to standard.

 

·      Work Experience Placements

We are able to offer students a range of work placement schemes. These give students the opportunity to work with HR, Finance, IT, and in managerial and clerical roles.

 

·      Site Specific Requirements

 

We would be happy to discuss and price up specific requests for individual sites not covered above.

 

 

 

 

 

 

 

 

 

Appendix A

 

Cleaning Services - Service Standards

 

·      We will ensure that regular visits are made to sites by our Managers.

 

·      We will always use environmentally friendly cleaning materials and ensure our service complies with environmental standards.

 

·      We will ensure staff are CRB checked prior to commencing their cleaning position.

 

·      We will ensure replacement equipment is provided for obsolete/condemned items.

 

·      We will ensure all our staff are fully trained and qualified.

 

·      We ensure that our on site staff receive support and guidance on a regular basis.

 

·      Our Managing Director will meet with customers on a regular basis to review service and standards.

 

·      We will ensure that all our equipment is PAT tested, serviced and checked on a regular basis.

 

·      We will keep health and safety at the forefront of everything we do and ensure our staff are trained in this area.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Service Level Agreements 2011 – 2012

RESPONSE FORM

 

I agree to the cost of the Service Level Agreement as specified above to be charged on a four weekly basis and paid within 28 days.

 

Service:                                  Cleaning

 

Client:                                                .............................................

 

Number of Standard Cleaning Weeks: 52

 

Total Annual Costs:                        .............................................

 

Address:                                .............................................

 

                                                .............................................

 

                                                .............................................

 

                                                .............................................

 

On Behalf of the Client:

 

Name.............................................                Signature.....................................

 

 

 

Position..........................................               Date.............................................

 

 

 

On Behalf of Bristol Cleaning Control Ltd:

 

Name............................................                 Signature.....................................

 

 

 

Position.........................................                Date.............................................