Pamper Cleaning Services Limited
History Welcome to Pamper Cleaning celebrating over 20 years in the cleaning industry. In the last decade, we have grown dramatically from a company that mostly specialised in cleaning contracts with Landlords, to one where the core of our clients is now office based cleaning contracts in London. However, we also have a number of other contracts that cover the restaurant, retail and public health sectors and extend all around the UK.
The excellent increase in business can be linked to the vision and 'hands on' approach of our two directors but is mainly due to our flexibility in meeting all the personal needs of each individual client along with our insistence on providing quality services consistently. Our flexible approach has lead to us to carry such slogans as 'much more than just a cleaning company', 'Large enough to cope, small enough to care' and more recently 'Pamper Cleaning - experience the difference'.
Simple Effective 1,2,3 Approach We have a simple method of approach toward all our clients and services: 1. Clients are diverse and differ, therefore we try our best to meet all their unique and individual needs. 2. We endeavour to meet all our clients needs with a minimum impact on the environment. 3. We train and support all our staff so that 'as a team' we can serve our clients. Our ethical approach has been embraced throughout the UK.
Providing A Full Range of High-Quality Cleaning Services Our prime focus of business continues to be 'Professional Contract Cleaning'. Our highly qualified, trustworthy staff ensure your premises are constantly cleaned to the highest standard while you can be safe in the knowledge that we carry out our work with the minimum impact on the environment. Our Contract Cleaning Services are tailor-made to your individual requirements.
All it takes is a 15-30 minute site visit by one of our site surveyors who will draw up a cleaning specification exactly for your site's individual requirements thus ensuring you receive the right level of service you require at an extremely reasonable rate. Along with our 'Regular Cleaning Contracts' we also offer 'Specialist Cleaning Service' to all our clients.These services include: High Pressure/Hot Shampoo Carpet Cleaning, Floor Polishing, Stone Floor Scrubbing, Spring Cleans, PC Cleaning, High Access Window Cleaning, Sanitization Cleans, Office Equipment Removal/Collection, High Pressure Water Jetting plus much more...
Providing Excellent Additional Facility Services We understand the pressures that facility managers are under, constantly trying to find contractors to attend various issues around their building. As part of our increased services for existing clients, we now offer numerous additional Facility Services either on a 'one off' or 'contract' basis. These services include: Building Inspections for reporting and monitoring basic maintenance needs, General 'Handy Man' Services ; Painting & Decorating Services ; Office Refurbishments ; Electrical & Plumbing Works ; Environmental Advice and Supplies plus much more.. If the works you require are not listed please call us and see if we can help!
Section 1 - Experience the Difference Facing our Environmental Responsibilities
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 3
Our rationale is to achieve the highest standards for our clients while creating as little impact on the environment as possible. This is confirmed by the fact that we are among the very few cleaning companies in the UK that are fully ISO 14001 accredited. This international standard gives testament to our environmental management systems and considerations. As a cleaning company, we recognise that we have an obligation to consider all environmental issues in our line of business. With such in mind we break down our approach into simple manageable sections, focusing on the following areas:
Using the latest technological products in our working environment: Our Operations Department is constantly evaluating the latest cleaning agents available thus ensuring we use as 'green' an agent as possible while ensuring the product still cleans effectively in the commercial environment. This on-going evaluation process has meant that at most of our clients sites just two or three chemicals are ever required to be in regular use. The use of the latest equipment and aids (such as micro fibre technology) reduces the quantities of cleaning agent required even further. Additionally, wherever possible, products are supplied in concentrated form and in re-useable packaging which reduces our carbon footprint for ‘delivery’ & ‘waste’. Another simple way of ensuring minimal impact on the environment is by preferring to work with suppliers who are themselves taking positive steps to manage their impact on the environment and as such we regularly monitor suppliers progress in adopting 'greener' policies.
Offering clients 'greener' supplies: As part of our focus on environmental issues we constantly research 'greener' alternatives to all products we currently supply our clients. As a result, we have an impressive list of environmentally friendlier options which our 'Buying Power' ensures all of these products really do become financially viable alternatives. They include: 100% Recycled C-Fold Hand Towels ; Flushable C-Fold hand Towels ; 100% Recycled Toilet Roll ; 100% Bio-Degradable Black Refuse Sacks ; Environmental Toilet Cleaner ; Environmental Washing Up Liquid ; ECOVER Hand Soap, Dishwasher Tablets, plus much more..
Recycling - The most environmentally friendly way: While many companies offer a recycling service, not all do this in an environmental way. In our research into Recycling Operators, we found that an alarming percentage where shipping most of their waste to far away countries such as China. We offer clients a 'recycling service' which employs an environmental recycling technique thanks to our partnership with a number of different local recycling authorities and commercial companies.
Environmental Advice Service for Clients: The Carbon Trust was set up by Government in 2001 as an independent company. Their goal is to accelerate the move to a low carbon economy by working with organisations to reduce carbon emissions and develop commercial low carbon technologies. In connection with the Carbon Trusts directives, we offer all our clients Environmental Advice based on their personal working environments. This is accomplished via 1. An Energy Survey - A member of our Energy Efficiency Managers takes a survey of your sites specific energy usage and patterns. 2. An Energy Report - A full Energy Report is supplied outlining the results of the survey and containing suggestions on ways to save energy in your office environment based on Carbon Trust directives.
Facing our Environmental Responsibilities
Section 1 - Experience the Difference Our Cleaning Operatives
Our Cleaning Operatives
Looking after you, the client: In order to protect clients (and also other members of staff), all new employees are subject to our stringent vetting processes. Part of this process includes that the new employee supply us with a full passport or ID Card, a utility bill to verify their home address, proof of entitlement to work in the EU or National Insurance number plus full bank account details for their pay. New employees are then fully trained and assigned to work on a site that has an overseeing supervisor and/or manager for assessment. Once assessment and probation period has been completed they may then be assigned to other clients sites. All cleaning operatives are routinely monitored via our MSS Team (Mobile Supervisors & Support Team) and additional ‘surprise visits’ from Regional Managers who carry out Site Performance Scoring (SPS) to constantly assess each site's service level. Additionally, joint monitoring and KPI-style ratings can be arranged between client and operation managers if required. Once operatives have completed their probation and assessment further security and background checks are carried out on those assigned to schools, nurseries etc. or upon clients request. We do not to use any Agency Staff.
Looking after our operatives: We recognise that a business is only as good as its staff hence we invest in our operatives well-being, making them feel ‘part of the family’ from the moment they join us. We always ensure good rates of pay, giving consideration to their health & safety at all times along with providing full training and development courses. To keep our teams up to date and interested in company progress we run a quarterly newsletter, which is translated into several other languages to ensure full benefit is derived for all members of staff including those whose first language is not English. Additionally we hold Awards Parties twice a year which are open to all employees and their families. This adds greatly to our family atmosphere and gives management the chance to meet ‘the real people’ behind our success. At these parties up to 10 members of staff are given a personal award in recognition of their efforts, (which is fairly assessed by the use of our overall ‘site performance scores’ mentioned above) along with cash bonuses. We find that all members of staff look very much forward to our very special ‘End of Year Awards Party’ when our much coveted 'Supervisor of the Year' and 'Employee of the year' are announced and given their awards and gifts. By investing so heavily in our employees, we feel we have one of the most dependable, trustworthy teams in the industry and as a result we have one of the highest staff retention rates in the business (with a number of operatives being in our employ for over 10 years!) with most of our new recruits coming from referrals of existing staff members.
Section 1 - Experience the Difference Overview of our Accreditations, Qualifications & Memberships
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 5
Overview of our Accreditations, Qualifications & Memberships
ISO 9001: Independent Quality Assurance that Pamper Cleaning Services provide professional contract cleaning and other facility services in London and throughout the UK. ISO 9001 is the internationally recognised Quality Standard that defines the elements of organisation required by a company to systematically deliver quality products, services and/or advice. 9001 Registration is an indication of RELIABILITY, CONSISTENCY and COMMITMENT TO QUALITY SUPPLY verified by an independent certification body.
ISO 14001: Pamper Cleaning Services are proud to be one of the few contract cleaning companies to hold this important accreditation ensuring you of our commitment to the consideration of the environment. ISO 14000 is a series of international standards on environmental management. It provides a framework for the development of an environmental management system and the supporting audit programme. ISO 14001 is the cornerstone standard of the ISO 14000 series. It specifies a framework of control for an Environmental Management System against which an organisation can be certified by a third party. We are proud to be one of the few contract cleaning companies in the UK to be awarded this prestigious accreditation and committed to working along with its important environmental standards and principles.
British Institute of Cleaning Science: The largest independent professional and educational body within the cleaning industry. The Institute, which has its headquarters in Northampton, is the largest independent professional and educational body within the cleaning industry. Founded in 1961, its mission is 'the raising of status and standards of the cleaning industry, through education'. Pamper Cleaning Services are proud to be active members of this important organisation.
British Safety Council: British Safety Council training ensures the safety of all staff and clients. The BSC (or British Safety Council) is one of the world's leading occupational health, safety and environmental organisations. Founded in 1957, it now has a turnover of more than £9 million. Our mission is to support this organisations vision of a healthier, safer and more sustainable society. Many of our operatives are trained under the guidance of the BSC to the point that we have a team of qualified 'risk assessors' for all our operations, thus ensuring both your staff and our staffs safety at all times.
Safe Contractor: This highly acclaimed accreditation assesses the health & safety competency of contractors and service providers. More than ever, there is a need to take Health & Safety seriously and with such in mind we are proud to have achieved this extremely stringent accreditation. SafeContractor Accreditation proves that we have made all suitable arrangements when on clients' sites - many major clients now demand their contractors to be SafeContractor Approved.
National Carpet Cleaning Association: The National Carpet Cleaners Association is the only nationally recognised trade association dedicated to the cleaning of carpets, hard flooring and soft furnishings. NCCA members are trained professionals and as such the association is nationally recognised by government, media, industry and commerce as the authoritative source of information and advice on all aspects of the industry.Members are required to abide by the Association’s Code of Practice, which covers such specifics as fair pricing, service, complaints procedures, liability and consumer protection, and is designed to ensure customer satisfaction at all times. All members are expected to provide a fair deal for their customers, summed up by the NCCA motto "SERVICE WITH INTEGRITY". Pamper Cleaning Services are proud members of this industry important association.
Better Payment Practice (Pay On Time): The BPP was originally endorsed by the government to promote a better payment culture within the UK and urges all firms to adopt a responsible attitude to paying on time.. In view of the current economic climate, we feel it important to treat all of our suppliers fairly and, therefore, are supporters of the BPP campaign. As a result we find our suppliers are keen to work with us, are more reliable in their services, and often offer us extra benefits and discounts on products which we in turn can then be passed onto our clients.
Section 2 - Our Clients Case Study 1 - Hiscox Underwriting
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Case Study 1 - Hiscox Insurance Group
Company Name: Hiscox Underwriting Ltd
Contact Name: James Atack
Contract Start Date: September 1999
Overview of Sites Serviced: 9 Floor Head Office Building in EC3 with additional offices located throughout the UK.
Overview of Services Provided: Daily Evening Cleaning of whole building, Day Janitor Services, DEEP Carpet Shampoo Treatments, Window Cleaning, Maintenance Works (includes: painting & decorating, drain blockage clearing, artwork hanging, etc.), Consumable Supplies.
Further Details: Since winning this substantial client 10 years ago, we have survived the many changes it has seen in its internal structure along with a number of different facility managers overseeing all contractors. We feel this is a huge testament to our continual quality of service and flexibility.
With such a long-standing, trustworthy relationship built, it is little wonder that the group has recently awarded us the cleaning contracts for all their other UK offices and while as a company, Hiscox Underwriting Ltd do not supply contractors with letters of reference, they decided to make an exception in our case.
Section 2 - Our Clients Case Study 2 - advantage professionally
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Company Name: Advantage Professional (formerly Crone Corkill)
Contact Name: Katy Gaul
Contract Start Date: July 2005
Site Overview: Offices, Meeting Rooms, Kitchens and Toilets catering for 200+ staff over 2 sites within London
Overview of Services Provided: Daily Office Cleaning, Lunch-time Clean Up Duties, DEEP Carpet Shampoo Treatments, IT Cleaning, Maintenance Works (includes: light bulb replacement, door closure replacements, drain blockage clearing, etc.), Pest Control, Washroom Hygiene Services, Consumable Supplies.
Further Details: Among our numerous Westminster and City contracts, we currently supply cleaning services for Advantage Professional at their Piccadilly site. Due to our success in delivering a continual high-quality service we were asked to additionally service their Cannon Street branches immediately upon its opening. At both sites, we operate a fluid Monday to Friday evening cleaning service as well as cleaning operatives to provide lunch time cleaning duties. In addition to this day to day cleaning service we provide the client with quarterly and bi-monthly DEEP Cleans which include Hot Water, High Pressure Carpet Shampoo cleaning, strip, polish and buffing of kitchen and toilet floors. The annual contract for supply and service of their feminine hygiene bins as well as the supply of all their consumable products is additionally taken care of by Pamper. As part of our approach and commitment to quality standards, we regularly carry out managerial ‘on-site’ inspections both during regular cleaning periods and, more importantly, outside of cleaners working hours. This, along with regular communication with the client, ensures quality/standards and customer satisfaction are constantly maintained. Additionally we have assisted Advantage Professional with the following extra facility services: handyman works (which consisted of basic remedial works like fixing doors on cupboards and replacing light bulbs and replacing door closures), painting and decorating and some plumbing services. We feel that client satisfaction is testified by the fact that we have held this contract for over 7 years!
Case Study 2 - Advantage Professional
Section 2 - Our Clients Case Study 3 - Royal College of Veterinary Surgeons
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Case Study 3 - RCVS (Royal College of Veterinary Surgeons)
Company Name: Royal College of Veterinary Surgeons
Contact Name: Martyn Webster
Contract Start Date: April 2007
Overview of Sites Serviced: 7 floor Grade 2 listed building.
Overview of Services Provided: Daily Office Cleaning, DEEP Carpet Shampoo Treatments, IT Cleaning, Washroom Hygiene Services, Consumable Supplies.
Further Details: We are extremely proud to be associated with the Royal College of Veterinary Surgeons and feel our dedication in quality of service to them is attested to in the fact that we have held their cleaning contract for five successive years of term.
The College is a Grade II listed building and, therefore, the cleaning processes used on the site are required to be very specific and precise. Not only does the building contain office areas but also houses prestigious Council Chambers with many ornate fixtures and fittings and brass work as well as historic paintings, all of which require delicate working procedures and daily attention to detail.
We ensure that good communication is maintained at all times with our client from our senior managements teams right through to our cleaning operatives. This ensures that any special requests and requirements are dealt with promptly and effectively.
Section 2 - Our Clients More Letters of Reference
Company Name: Pure Sports Medicine
Current Contact Name: Lara Faulkner
Contract Start Date: June 2009
Site Overview: Gym/Fitness & Wet Areas, Treatment Rooms, Offices, Meeting Rooms, Kitchens and Toilets
Overview of Services Provided: Evening cleaning at three corporate branches located in Canary Wharf, Bank and Kensington. Clinical cleaning required in treatment rooms and of gym equipment. Deep cleans (such as hard floor scrub and polish, sanitisation cleans, etc), Window Cleaning and toiletry supplies (such as feminine hygiene bins, paper hand towels, hand soaps, etc) are also provided by our company.
Company Name: DP9
Current Contact Name: Natasha Munns
Contract Start Date: January 2009
Site Overview: Offices, Meeting Rooms, Kitchens and Toilets over 2 floors
Overview of Services Provided: Daily Office Cleaning, IT Cleaning, Maintenance Works (includes: light bulb replacement, door closure replacements, drain blockage clearing, etc.), Washroom Hygiene Services, Consumable Supplies.
Section 2 - Our Clients Letters of Reference - continued
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 10
Supporting Charities and the local community
We feel that, as a growing business, we have an obligation to support the community around us. As such we regularly look for ways to contribute and support local schools and charities as testified to in the letters below. Our sustainability and environmental policies set up processes where we encourage recycling of such items as office furniture and equipment and as such we tie this in with our commitment to our community.
Additionally we hold a number cleaning contracts with charities such as Action Against Armed Violence (formerly Landmine Action), Oasis Housing, Care International, The Hub (branch of Barnardos), all of which receive our ‘charities’ discount rates as standard along with provision of some ‘occasional works’ at no charge.
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service Contract Mobilisation Plan
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Contract Mobilisation Plan
Transferring to a new service provider can be a worrying time for Facility Managers, however, this need not be the case with Pamper Cleaning Services. From the moment, we have been awarded your contract our Operations Team initiates our Mobilisation Plan, ensuring as smooth a transition as possible, leading to an overall better service from the very beginning.
Our Director of Operations is responsible for overseeing the plan working closely with our Senior Operations Manager. Together they will encourage plenty of formal and informal communication with you, the client, leading to lower stress levels and higher client satisfaction both during the initial mobilisation stage and continuing on throughout the contract.
From the day of Pamper Cleaning Services being awarded your contract, through to the contract start date, we will initiate the following:
• Agree a timetable of progress review meetings with the client.
• Agree Quality Monitoring System/s with client
• Review latest TUPE Regulations, obtain applicable information about existing service providers staff on site (either directly from ‘out-going’ service provider or via client) and as soon as possible meet with existing cleaning staff to vet/evaluate their skills, responsibilities and training needs.
• Arrange interviews with our current members of staff to assess suitability for roles required including supervisors/managers.
• Where required, interview new ‘potential’ employees via our regular recruitment programme.
• Fulfil all Heath & Safety Requirements such as Risk Assessments etc.
• Confirm Cleaning Times and Work Schedules in accord with client meetings.
• Arrange, order and deliver all required equipment, materials, uniforms and PPE.
• Hold ‘Implementation’ meeting with all staff (existing and new) to confirm all assignments and give relevant ‘site specific’ additional induction training if required.
It is obviously important that, whenever possible, a reasonable notice period is given prior to commencement of the contract in order for us to undertake fully the Mobilisation Plan stated above. Depending on the size of the contract, a number of additional staffs required and cooperation of outgoing service provider in dealing with TUPE regulations, our Mobilisation Plan generally takes between 2-4 weeks to implement fully.
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service Meeting TUPE Requirements
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Meeting TUPE Requirements
Changing your Companies Service Provider/s, is part of everyday business life. To protect all employees, TUPE (The Transfer of Undertakings - Protection of Employment Regulations), was introduced by the government back in 1981 with its most recent update being issued in 2006. The basics of TUPE legislation means that if a business and/or service change hands, all employees of the original company move to the new company / service provider including any liabilities associated with those members of staff.
The latest 2006 revisions make the transfer process a little clearer, and effectively making the transferor (Out-going Company) and transferee (In-Coming Company) jointly and severally liable for any failure to inform and consult with the transferring employees. To meet our legal obligations, Pamper Cleaning Services endeavour to make this often tricky period of legal transfer and line of communication as simple as possible by following government and legal advisory guidelines.
This is achieved in the following ways prior to start of contract:
• Notice letter sent to ‘Out-going’ (Transferor) Service Provider informing them of Pampers good intentions and reminders of the transferors' legal obligations to assist in the provision of ALL relevant details in accord with the latest legislation which includes the following information about their staff on site: Identity and age; Information contained in the employees' written particulars of employment ; Information about disciplinary or grievance procedures taken within the previous two years in circumstances where the statutory dispute resolution procedures apply ; Any legal action taken by an employee against the transferor within the previous two years and any potential legal action where the transferor has reasonable grounds to believe such actions might occur; Information about any collective agreement which will have effect after the transfer. Such information is currently, legally required to be passed onto the ‘In-coming’ (Transferee) Service Provider no less than 14 days prior to the transfer.
• Initial information letter for employees affected by the transfer is sent to Existing (Transferor) Service Provider to pass onto the relevant members of staff or appointed representative/s reassuring them of Pamper Cleaning Services intentions of protecting and upholding their legal rights along and inviting them to continue employment if they so wish. This letter would include a section giving permission for their existing employer to supply us with their contact details, thus avoiding any issues with Data Protection for the ‘Out-going’ Service Provider.
• Welcome letter outlining arrangements for meeting with relevant members of staff and/or appointed representative/s, which would be sent to staff following receipt of information from ‘Out-going’ (Transferor) Service Provider.
• Welcome meeting with relevant members of staff and/or appointed representative/s to assess skills, structure, experience of existing setup and discuss any ‘measures’ or ‘actions’ (changes in their previous contract) that may affect them, plus address and concerns, anxieties they may have regarding the transfer.
• After evaluation of discussions from the welcome meeting, ‘induction’ and any additionally training required will be given to all members of staff.
In our experience, the majority of ‘professional’ service providers are happy to work along with this simple, guided approach. However, on occasion, the ‘Out-going’ (Transferor) Service Provider may attempt to slow down such a process in order to hinder this transition period. In order to meet our legal obligations, we may be required to ask for your brief assistance to initially contact the existing service providers staff on your site. As can be seen in our TUPE Flow Chart on the next page, we have endeavoured to make this, seemingly complicated legal requirement, as simple as possible and in the majority of cases are able to complete the process in approximately 2-4 weeks from date of award of contract.
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service TUPE Flow Chart
TUPE Flow Chart
PRIOR TO TENDER SUBMISSION
The client requested to inform existing service provider of intention to tender and, where possible, obtain relevant TUPE information in order to assist with financial assessment and mobilisation planning. Pamper Cleaning Services will be happy provide the client with any assistance, (letter templates, etc.) required.
UPON AWARD OF CONTRACT
TUPE Letter/Request sent to ‘Out-going’ (Transferor) Service Provider requesting ALL legally required details pertaining to all members of staff being transferred along with our initial information letter to be copied and passed onto those members of staff affected by the transfer.
14 DAYS PRIOR TO START OF CONTRACT
START OF CONTRACT
‘Welcome’ letter sent to all employees to reassure them and detailing communication arrangements for initial discussion and date for the meeting. The letter would also highlight any ‘measures’/actions’ that change their original contract with their previous employer.
Meeting/s held with all employees assess the current structure and address any of their concerns. Input from employees on issues they feel would assist them in giving better service (training, support, materials, etc.)
Meeting for introduction of any new members to the team plus induction and additional training given
Additional notice letter sent to ‘Out-going’ (Transferor) Service Provider informing them of their breach of TUPE Regulations and an urgent request for relevant information. The client approached to arrange an on-site visit with staff to explain the situation and attempt to obtain information directly.
Has ALL legally required information been received from ‘Out-going’ (Transferor) Service Provider?
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service Sample ‘TUPE Letter’ and ‘TUPE Request for Information’ Form
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Sample TUPE Letter & Request for Information Form which is sent to the Existing Service Provider
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service Sample ‘TUPE Letter’ for Existing Cleaning Team
Sample TUPE Letter for Existing Cleaning Team
Section 3 - Pamper Mobilisation Plan - Ensuring a Smooth Transfer of Service Recruitment Procedures for New Contracts - (Recruitment Flow Chart)
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Recruitment Procedures for New Contracts
Here at Pamper Cleaning Services we recognise that a company is only as good as the people in its employ, therefore we are committed to recruit and directly employing the best possible staff available in the industry. TUPE Legislation requires that all current service providers employees be taken on by the incoming service provider, however when such staff request not to transfer or when there is no previous service provider we carry out our standard recruitment protocols. Once such employees are obtained we ensure that they know we respect their contributions to our company reputation by way of: committed support and training, possibly the best rates of pay in the industry, quarterly newsletters (containing information on company developments, safety reminders, etc.) to keep that ‘part of a family’ feeling among all members of staff, annual award parties (where staff and their family are invited to have some fun and awards plus cash bonuses are presented in recognition of ‘high achievers’) and a general attitude of ‘treating them as we would want to be treated’. We also encourage an attitude that cleaning is important and indeed essential service required by all businesses and as such, a job that is often considered as an interim or part-time employ should be considered more as a career. Additionally all our staff undergo a continual training and development process which greatly increases their feeling of self-worth (see page 21 - section 4 ‘Continual Quality Assured Service’). With such an overall attitude and investment in staff it is little wondered that we have some of the best ‘staff retention’ rates in the industry with a number of cleaning operatives that have been with us 10 years plus!. As a result we find that we very rarely have to resort to ‘advertising’ for employees because most of our new applicants are friends and/or family of existing staff which adds to a ‘united’ workforce. On application, new employees go through our strict recruitment and vetting process as shown in the flow chart below. Once they are approved for employment and have received their induction training, they are assigned to one of our ‘supervised’ working training sites where their individual skills/abilities are assessed for an average minimum of 2 weeks. Here they receive all the additional training, commendation and advice they require to fulfil their individual potential. When they have been fully assessed, consideration is given as to if that individual is suitable for carrying out a ‘lone working’, ‘key’ or ‘new’ contract assignment or if they would be recommended to remain on ‘supervised’ contracts only. Where possible, only individuals that have gone through this ‘supervised working assessment’ would be assigned to any new contract, thus ensuring the new client that the staff we supply for them are completely up to the task.
Preliminary interview held with Senior Operations Manager and/or Director of Operations
Successful candidates invited to next process
Application/Starter Form Sent
Candidate contacts Pamper Cleaning Services
Receipt of application forms along with required documentation
Application/Starter Form checked by Senior Operations Manager and/or Director of Operations that ALL sections have been FULLY filled. All requested documentation (Proofs of Identity, Bank Account, Passport Photos, Entitlement to Work, etc) checked for authenticity. Any provided references contacted and checked.
Applicant employed on ‘month’ probation period, receives induction training and assigned for minimum of 1 week to ‘supervised working training site’ and assessed as to their individual suitability for a ‘lone’, ‘key’ or ‘new’ contract.
Recruitment Flow Chart
Section 4 - Continual Quality Assured Service Quality Monitoring, SPS & KPI’s
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Quality Monitoring via Site Performance Scoring (SPS) and/or Key Performance Indicators (KPI’s)
We recognise that being successful at tender stage only lays the basic foundation to achieving and maintaining long and mutually beneficial working relationships with our clients. Our ultimate aim is to provide all our clients with the highest quality cleaning service possible and this can only be achieved by us regularly and consistently monitoring standards. As such we apply the following monitoring processes on ALL sites:
Mobile Supervisor & Support Teams: Our ‘MSS’ Team of mobile supervisors are responsible for regular visits and site inspections while operatives are present and are trained to give verbal commendation, supportive advice and/or training. They report back to the Senior Operations Manager who would increase monitoring processes where such reports indicate a need. Additionally the ‘MSS’ Teams provide emergency cover for absentees.
Area Managers: Our Area Managers are our ‘second line’ of regular ‘on-site’ monitoring, supporting the MSS Teams in a continual process of inspection and communication with operatives being given commendation, supportive advice and/or training where required.
Site Performance Scoring (SPS) - Internal Monitoring: All sites are subjected to our internal ‘SPS system’, wherein our Senior Operations Manager inspect client sites along with the assigned Area Manager/s and Score the standards and quality of work in line with the agreed cleaning specification. These scores are then used to provide an ongoing, internal performance monitoring scale and are additionally used to assess and award cleaning staff in recognition of exceptional works. Please see page 13 for an example of our SPS sheet.
Fully Trained ‘On-Site’ Supervisors for contracts with 3 or more Cleaning Operatives: These ‘working’ & ‘non-working’ supervisors are trained with management and quality inspection skills, receive higher rates of pay, and are responsible for the ‘everyday’ monitoring of standards during the working process.
Key Performance Indicators (KPI’s) - Client Assisted Monitoring: Key Performance Indicates help us as an organisation to define and evaluate how successful we are in achieving our goals, which is to deliver to all our clients a high-quality standard of service and then to maintain that standards throughout the contract term. Designed with our client, a quality control score sheet is used to score and monitor our performance. This will then be reviewed with our clients at a monthly / semi-monthly or quarterly service provider meeting (whichever the client prefers). A service provider Audit sheet will then be used to assess our overall performance. Please see page 14 for an example of our SPS sheet. The following are some suggested service level agreements: • Quality Performance - taken from the Quality Control Sheet. • Operational Hours - Staff attendants and punctuality. • Monthly Meeting - all monthly operational issues are assessed including invoicing, quality control sheets, attendance levels and overall performance. • Management Actions - all operational issues from last service provider meeting were completed dated and owner established • Health & Safety Review Check List - all elements of H&S fall within the client are managed and a regime is provided with full assessments for all works. • Window Management - all waste streams and disposal are managed and maintained in accordance with UK legislation at the client • Finance - all invoices are produced and delivered on time.
Section 4 - Continual Quality Assured Service Attendance Monitoring Processes
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Attendance Monitoring Processes
More than six million people in the UK work alone or without direct supervision. As a company that takes its ‘duty of care’ extremely seriously we employ 2 key methods in monitoring our staff's attendance and thereby increasing their security and safety*:
IQ Timecard System: We have recently employed the simple, effective IQ Timecard System. IQTimecard is a web based system using state-of-the-art telephone services enable full management and monitoring our remote or mobile employees. The server lets employees clock in and clock out from any touch tone telephone (via a freephone number), including mobile phones, anywhere and at any time of the day or night. For times when it’s not possible to use a phone on site, there are other options available to use with our IQTimecard System. The process of logging in and out is simple. The cleaning operative calls the service from the contract site and the system identifies the telephone number the operative is calling from therefore verifying their location (for telephone systems where the caller id is shielded there are alternative options available with our IQTimecard System). The cleaning operative then presses 1 to clock in or 2 to clock out then enters their unique identification number.
Key aspects for our choosing this system over other systems is that it offers a ‘real-time’ online attendance tracking facility allowing us to see at a glance which contracts are currently being attended at any given time, creates a daily call log for verification and checking purposes as well as eliminates the need for paper timesheets. The system also enables us to leave special messages for the operative when they clock in and is additionally capable of sending ‘alert’ texts or email to managers should an operative fail to clock in or out within a given timescale. We have found the system to be an invaluable tool in ensuring our staff's safety and are progressively rolling the system out across all of our ‘lone working’ contracts for the benefit of all such operatives.
Regular Area Manager & Mobile Supervisor Visits: Our Area Managers and Mobile Supervisors are our ‘second line’ of regular ‘on-site’ monitoring. Their regular visiting our cleaning operatives at unscheduled times aids in our attendance monitoring processes and ensures staff well-being.
*As a company we differ from many other cleaning companies by paying our employees for the ‘quality of work’ they do rather than the time they are actually on site. By doing this we not only emphasise to our staff that it is ‘quality’ not ‘quantity’ that should be important in their working efforts but it means that efficiency is rewarded. For example, some companies pay cleaning operatives according to the time they ‘clock in and out’. This means that a fast, efficient, cleaning operative is actually financially penalised for being such, as they would be on-site less time than a slower, less productive worker. We feel that this is unfair and not in line with our corporate working ethics. As such, we are happy for our operatives to ‘finish early’ so long as all assigned tasks have been fully accomplished to the agreed excellent standard. Therefore, all of our time and attendance monitoring processes are applied for the safety and well-being of our staff.
Section 4 - Continual Quality Assured Service Site Performance Scoring (SPS) Inspection Sheet
Site Performance Scoring (SPS) Inspection Sheet
Managers use to internally assess quality standards on each site:
Section 4 - Continual Quality Assured Service Sample KPI Quality Control & Monthly Service Provider Audit Sheets
KPI Quality Control & Monthly Service Provider Audit Sheets
KPI Monthly Service Provider Audit Sheet where monthly score totals are recorded and discussed with the client at their regularly scheduled ‘review’ meeting:
Section 4 - Continual Quality Assured Service Constant Training & Development of Staff
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 21
Constant Training and Development of Staff
Many other cleaning companies struggle to train staff adequately because they depend upon staff that have only a part-time employee with them. As such they find their staff are unwilling or unable to travel to training centres due to financial, other work or family commitments. Here at Pamper Cleaning Services we do not find this such an issue for the follow reasons:
• We provide and encourage employees (where possible) enough work to avoid a feeling or view of our profession being only a ‘part-time’ or ‘stop-gap’ job.
• Provide local ‘one-to-one’ training as much as possible, with our instructors travelling (where possible) to visit the operative.
• Provide local ‘group’ training sessions where they are taken through our ‘step-by-step’ training manual.
• Provide a personal copy of our ‘step-by-step’ training manual to any operative wishing to keep one.
• Translate our training manual and/or training lessons into the cleaning operatives mother tongue to ensure maximum benefit and understanding is derived from such instruction.
• Provide a continual monitoring and training programme via our visiting Mobile Supervisory Support (MSS) Team.
• PAY OPERATIVES for their ‘training time’.
Additionally all our training and development programmes are designed to instill a feeling of self-worth for the recipient of such programmes. At the end of any course, we encourage the staff to give feedback on what the liked and more importantly how they feel we can improve such training sessions.
Section 4 - Continual Quality Assured Service Management Structure
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 22 s wit
Section 4 - Continual Quality Assured Service Administration, Support & Complaint Handling
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 23
Administration, Support & Complaint Handling
Administration & Customer Service: Here at Pamper Cleaning Services Limited, we pride ourselves in our ability to respond quickly to all our clients’ requests for any impromptu, ad-hoc or emergency cleaning requirements. We recognise that our clients often prefer to address most issues via a single, effective method of contact within the management structure rather than being provided with various contact details of different members of staff in various departments of the company. As such we provide all clients with their personal dedicated email address for contacting Pamper with any queries, special instructions or issues they wish to convey. This email address is simple and easy to remember (usually firstname.lastname@example.org) and automatically forwards your message to ALL members of your contract management team, thus enabling the best member of the team to deal with your enquiry immediately, while having the added benefits of: 1. being automatically logged by our administration system assisting with our continual quality management, 2. no interruption of service levels when members of your assigned team are on annual or sick leave as the message will automatically be answered by another member of the team covering for the absentee.
Since we introduced this unique method of communication for clients via a single email address specifically for that client, we have had much positive feedback on how quickly the right person is able to respond and more and more clients are using this method of communication with us. However we know that there are times when there is no replacement for the ‘personal’ touch and as such you will always be supplied with telephone numbers of the members of staff assigned to look after you and your contract along with our promise, that if you would ever to like to discuss your needs, queries or issues ‘in person’ we promise to have a member of our management team on your door.
Complaint Handling: It is a sad fact of life that mistakes do happen from time to time and to ensure the issues from such have the minimal effect on our clients we have a simple, straightforward approach to complaint handling with an escalation process as shown below:
Complaint logged for historical reference and quality monitoring - dependent on nature / level of complaint, and historical background the issue will be forward accordingly
Area Manager Direct communication held with the client with confirmation of action to be taken. If issue not resolved or client wishes further escalation process should move to next level.
Senior Operations/Contract Manager Direct communication held with the client with confirmation of action to be taken. If issue not resolved or client wishes further escalation process should move to next level.
Operations Director Direct communication held with the client with confirmation of action to be taken.
Complaint made to Unique Email Address or Telephone call to Head Office (0800 954 0245)
Escalation (Complaint Handling) Flow Chart
Section 4 - Continual Quality Assured Service ISO9001 & ISO14001 Accreditation
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 24
ISO 9001 & ISO14001 Accreditation
ISO 9001 Quality Assurance that Pamper Cleaning Services provide professional contract cleaning and other facility services in London and throughout the UK.
ISO 9001 is the internationally recognised Quality Standard that defines the elements of organisation required by a company to systematically deliver quality products, services or advice.
9001 Registration is an indication of RELIABILITY, CONSISTENCY and COMMITMENT to quality supply verified by an independent certification body.
ISO 14001 Pamper Cleaning Services are proud to be one of the few contract cleaning companies to hold this important accreditation ensuring you of our commitment to the environment.
ISO 14000 is a series of international standards on environmental management. It provides a framework for the development of an environmental management system and the supporting audit programme.
ISO 14001 is the cornerstone standard of the ISO 14000 series. It specifies a framework of control for an Environmental Management System against which an organisation can be certified by a third party.
We are proud to be one of the few contract cleaning companies in the UK to be awarded this prestigious accreditation and only to happy to work along with its important environmental standards.
Section 4 - Continual Quality Assured Service British Institute of Cleaning Science membership
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 25
British Institute of Cleaning
British Institute of Cleaning Science The largest independent professional and educational body within the cleaning industry.
The Institute, which has its headquarters in Northampton, is the largest independent professional and educational body within the cleaning industry. Founded in 1961, its mission is 'the raising of status and standards of the cleaning industry, through education'.
Pamper Cleaning Services are proud to be both corporate members and individual active members of our industry’s leading organisation.
Section 4 - Continual Quality Assured Service Safe Contractor & British Safety Council Qualifications
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 26
National Carpet Cleaning Association (NCCA) & Association of Healthcare Cleaning Professionals (AHCP)
National Carpet Cleaning Association (NCCA) The National Carpet Cleaners Association is the only nationally recognised trade association dedicated to the cleaning of carpets, hard flooring and soft furnishings.
The principal objective of the NCCA is the establishment and maintenance of minimum standards within the carpet and upholstery cleaning industry, with the dual aim of safeguarding the reputation of the industry and protecting its customers, whether in the domestic or commercial sphere.
By means of its comprehensive training programme, the Association believes it can uphold its promise to potential customers, that every one of its members maintains the highest standards of both service and workmanship, and indeed are masters of the craft they profess.
All applicants for membership must have undertaken the NCCA or equivalent course in carpet and upholstery cleaning and reached the required standard in the written test papers which follow.Only after successful completion of this course may the applicant become a fully accredited member of the NCCA and be eligible to add the coveted logo to their company name.
Association of Healthcare Cleaning Professionals (AHCP) The Association of Healthcare Cleaning Professionals (AHCP) is the professional association for healthcare cleaning in the United Kingdom.
AHCP members are directly involved in delivering cleaning services in over 90% of UK hospitals and in primary care and GP clinics and surgeries, nursing and care homes, and the mental health field.
The AHCP’s annual national conference and exhibition are the UK's leading healthcare cleaning conference and exhibition. In addition, the AHCP supports and promotes a comprehensive, year-round, country-wide range of professional education, training and development programmes including seminars, study days and courses for healthcare cleaning professionals and allied occupations within the UK and beyond.
The AHCP is a non-profit making, the non-government association funded through individual, group and corporate membership and through our exhibition, conference and training activities. With more than 750 individual members and over 40 corporate sponsors the AHCP is the largest and most influential professional association for healthcare cleaning in the UK.
Section 4 - Continual Quality Assured Service Safe Contractor & British Safety Council Qualifications
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 27
Safe Contractor & British Safety Council Qualifications
Safe Contractor This highly acclaimed accreditation assesses the health & safety competency of contractors and service providers.
More than ever, there is a need to take Health & Safety seriously and with such in mind we are proud to have achieved this extremely stringent accreditation.
SafeContractor Accreditation proves that we have made all suitable arrangements when on clients' sites - many major clients now demand their contractors to be SafeContractor Approved.
British Safety Council British Safety Council training ensures the safety of all staff and clients.
The BSC (or British Safety Council) is one of the world's leading occupational health, safety and environmental organisations. Founded in 1957, it now has a turnover of more than £9 million. Our mission is to support this organisations vision of a healthier, safer and more sustainable society.
A number of our operatives are trained under the guidance of the BSC to the point that we have a team of qualified 'risk assessors' for all our operations, thus ensuring yours and our staffs safety at all times.
Section 4 - Continual Quality Assured Service Better Payment Practice (BPP) Registered
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 28
Better Payment Practice (BPP) Registered
Better Payment Practice The BPP was originally endorsed by the government to promote a better payment culture within the UK and urges all firms to adopt a responsible attitude to paying on time..
In view of the current economic climate, we feel it important to treat all of our suppliers fairly and, therefore, are supporters of the BPP Code.
As a result we find our suppliers are keen to work with us, are more reliable in their services, and often offer us extra benefits and discounts on products which we can then be passed onto our clients.
Section 5 Additional Company Policy Statements Quality Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 29
Quality Policy Statement
Our goal is to retain our leading position within the cleaning industry by providing or highest levels of service to all clients.
We recognise that achieving consistent, high-quality level of services requires a systematic and disciplined approach on the part of all employees of the company.
Our Quality Procedures define the management organisation responsible for quality monitoring. The Quality Manager is responsible for implementing and maintaining the Quality System which includes, in part, the following areas of consideration:
All Employees: • Will be encouraged to work as a team with their supervisors and/or managers to the improvement of standards. • Will be given appropriate support and additional training to improve the quality of work if required. • Will be monitored via ‘on-site’ ‘spot checks’ and managerial Site Performance Scoring (SPS). • Will be rewarded for maintaining high standards of work.
All Members of Senior Management / Directors: • Will support all employees in such way that encourages a climate of professionalism, teamwork, continuous improvement and an overall feeling of success. • Will hold reviews of contacts & staff, at least once every month, to ensure a unified approach to Quality Management is being sustained and to review the Quality Procedures are suitable and effective in continuing to meet the requirements of all clients.
All Clients: • Will receive a ‘cleaning specification’ outlining the customers agreed requirements which will make up their specific service level agreement and will be used to monitor standards are kept to, and where possible above, the clients expectations. • Will receive the same ‘high levels’ of service regardless of corporate size, stability or contract cost.
Our Services: • Will be regularly monitored in accord with the service level agreements by qualified members of management.
Our Environmental & Social Awareness: • We will ensure continual creation and improvement of the workplace in an environmental and socially responsible manner.
Our Quality Procedures ensure that this Quality Policy Statement is communicated to all company personnel.
Signed: Position: Director Date: 1st January 2007
Section 5 Additional Company Policy Statements Corporate Social Responsibility Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 30
Corporate Social Responsibility Policy Statement
We recognise that all businesses, regardless of size, carry a social responsibility for their activities. As such we, Pamper Cleaning Services Limited, choose to integrate our business values and operations to meet the highest expectations of our customers, employees, regulators, investors, suppliers, the community at large and the environment.
We aim to ‘actively demonstrate’ our recognition of such ‘social responsibility’ by adopting and adhering to the following principles:
• Take seriously all feedback received from employees, clients, public and government.
• Shall be open and honest in communicating our strategies, targets and performance relevant to all such ‘social’ matters.
• Will strive to improve our environmental performance through association with and advice from recognised environmental authorities and corporate accreditation policies (such as the energy saving trust, enviro wise, ISO14000 etc.).
• Will ensure high levels of business performance while minimising and effectively managing risk.
• Will register and aim to resolve as quickly as possible, any complaints made against the company whether it be from the client, employee, local authorities or the general public.
• Will operate an equal opportunities policy for all present and potential future employees.
• Will offer all employees clear and fair terms of employment and provide resources to enable their continual development.
• Will strive to maintain a clean, healthy and safe working environment.
• Will uphold the values of honesty, partnership and fairness in all our corporate relationships.
• Will clearly set out agreed terms and conditions of any contract with clients.
• Will operate in such a way that safeguards against unfair business practices.
• Will encourage suppliers and contractors to adopt responsible business policies and practices.
• Will review our business practices and CSR annually.
Signed: Position: Director Date: 1st January 2010
Section 5 Additional Company Policy Statements Health & Safety Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 31
Health & Safety Policy Statement
The Health and Safety at Work etc. Act 1974 imposes a statutory duty on employers to ensure in so far as is reasonably practicable the health and safety of their employees whilst at work. This duty also extends to others who may be affected by that work, for example, contractors, tenants, visitors and members of the public on managed premises. Employees also have a statutory duty to take care of themselves and others who may be affected by their acts or omissions. Management and supervisory staff have the responsibility for implementing and maintaining this Policy throughout the firm and its managed premises and must ensure that health and safety considerations are always given priority in planning and day to day supervision of work. All employees and contractors/subcontractors are required to co-operate with the firm in carrying out this policy and must ensure that their own work, so far as is reasonably practicable, is carried out without risk to the health and safety of others.
1. We will, so far as is reasonably practicable, ensure that: • Adequate resources are provided to ensure that proper provision can be made for health and safety • Risk assessments are carried out and periodically reviewed • Systems of work are provided and maintained that are safe and without risks to health • Arrangements for use, handling, storage and transport of articles and substances for use at work are safe and without risks to health • All employees are provided with such information, instruction, training and supervision as is necessary to secure their safety and health at work and the safety of others who may be affected by their actions • Where appropriate, health surveillance will be provided to employees • The provision and maintenance of all plant, machinery and equipment is safe and without risk to health • The working environment of all employees is safe and without risks to health and that adequate provision is made with regard to the facilities and arrangements for their welfare at work. • The place of work is safe and that there is safe access to and from the workplace • Monitoring activities are undertaken to maintain agreed standards
2. It is the duty of all employees at work: • To take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions at work and co-operate with us in fulfilling out statutory duties • Not to interfere with or misuse anything provided in the interest of health and safety
3. General: • This Health and Safety Policy will be reviewed at least annually, amended and updated as and when necessary. Communication of any such changes will be made to all employees • There are established and maintained effective procedures for consultation and communication between all levels of management and employees on all matters relating to health, safety and welfare
Signed: Position: Operations Director Date: 1st January 2010
Section 5 Additional Company Policy Statements Equal Opportunities Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 32
Equal Opportunities Policy Statement
It is the policy within Pamper Cleaning Services Limited that all persons have equal opportunities for employment and advancement in the Company on the basis of their ability, qualifications and fitness for work.
There is no discrimination against any person in recruitment, promotion or in any other way, on the grounds of age, colour, gender, sexual orientation, marital status, national or ethnic origin or religion. It is also the Company's policy to give full and fair consideration to applications for suitable employment from persons with any form of disabilities.
The Company is fully committed to the principle of equal opportunity in employment and opposed to Sexual, Racial and Age harassment. These forms of discrimination constitute unlawful behaviour contrary to the Sex Discrimination Acts 1976 & 1986 and the Race Relations Act 1976.
Our employment policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, age, national origin, religion, sex or sexual orientation, marital status or disability.
Company Management at all levels has the primary responsibility for the successful application of the policy: • by not discriminating in the course of employment against fellow employees or job applicants. • by not inducing or attempting to induce others to practice unlawful discrimination. • by bringing to the attention of all employees that they will be subject to disciplinary action for failure to adhere to the policy.
Employees have the responsibility to ensure they assist in the implementation of this policy: • by not discriminating in the course of their employment against fellow employees, customers, suppliers or members of the public with whom contact is made. • by not inducing or attempting to induce others to practice unlawful discrimination. • by reporting any discriminating action to Company Management.
Where possible it is the company policy to have any newsletter, staff notices and instructions translated into the member of staffs' native language.
The consistent application and effectiveness of the policy will be regularly monitored and reviewed and overall responsibility for its implementation rests with the Chairman and Chief Executive. If an employee considers that he or she is a victim of an unfair discrimination he or she may raise the issue through the grievance procedure as laid out in our Company Employee Information Manual.
Signed: Position: Director Revision Date: 1st April 2008
Section 5 Additional Company Policy Statements Environmental Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com 33
Environmental Policy Statement
We believe that businesses are responsible for achieving good environmental practice and operating in a sustainable manner.
We are therefore committed to reduce our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods.
It is our priority to encourage our customers, suppliers and all business associates to do the same. Not only is this sound commercial sense for all; it is also a matter of delivering on our duty of care towards future generations.
Our policy is to: • Wholly support and comply with or exceed the requirements of current environmental legislation and codes of practice.
• Minimise our waste and then reuse or recycle as much of it as possible.
• Minimise energy and water usage in our buildings, vehicles and processes in order to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable.
• Operate and maintain company vehicles with due regard to environmental issues as far as reasonably practical and encourage the use of alternative means of transport and car sharing as appropriate.
• Apply the principles of continuous improvement in respect of air, water, noise and light pollution from our premises and reduce any impacts from our operations on the environment and local community.
• As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same.
• Assess the environmental impact of any new processes or products we intend to introduce in advance.
• Ensure that all employees understand our environmental policy and confirm to the high standards it required.
• Address complaints about any breach of our Environmental Policy promptly and to the satisfaction of all concerned.
• Update, our Environmental Policy annually in consultation with staff, associates and customers.
Signed: Position: Director Date: 1st January 2010
Section 5 Additional Company Policy Statements Security & Corruption Policy Statement
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: email@example.com Web: www.pampercleaning.com 34
Security & Corruption Policy Statement
Pamper Cleaning Services Limited recognise that our industry and working practice demand our clients ability to ‘trust’ all our members of staff, especially as they often hold positions and are put in situations where such ‘trust’ is imperative, therefore any member of staff in breach of any of our corruption, security and/or confidentiality policies will be deemed as carrying out an act of gross misconduct and dismissed with the possibility of both legal and/or criminal action being taken against them.
Pamper Cleaning to all reasonable measures required to reduce such instances of misconduct and as such is proud to have a 100% record of success to date.
Below is a list of just some of the measures we promise to take to safeguard our clients:
Corruption: • All employees are required to act wholeheartedly in the interests of Pamper Cleaning Services Ltd and its clients at all times.
• Any conduct detrimental to the interest of, or relationship with, our clients and/or the general public will be considered a breach of our ‘company policy’ and as such deemed an act of gross misconduct.
• Any conduct that is considered ‘damaging to the public image’ of either Pamper Cleaning Services Ltd and/or its clients will be considered a breach of our ‘company policy’ and as such deemed an act of gross misconduct.
• Any act of bribery and/or corruption by an employee of Pamper Cleaning Services Ltd will be dealt with under the Disciplinary Procedures of the Company and may additionally be reported to the police.
Security & Confidentiality: • Any employee found in breach of agreed confidentiality requirements will be deemed guilty of gross misconduct and summarily dismissed.
• All data kept regarding clients will be kept to a minimum and on password protected systems and/or software being used for contractual service purposes only and in full compliance with data protection legislation.
• All ‘key holders’ will be thoroughly vetted prior to being given such responsibility and, upon client request, will have additional criminal (CRB) background checks and/or any other requested check including full BS7858/2006 screening.
• All ‘additional keys’ will be kept safe in a ‘locked’ key storage, with no indication of address, security codes or any other information which could deem such keys usable by unauthorised members of staff.
• Site Managers will continually and thoroughly monitor personnel are adhering to our policies.S
Section 5 Additional Company Policy Statements Company Insurance Certificates
Pamper Cleaning Services Limited Tel: 0800 954 0245 Email: firstname.lastname@example.org Web: www.pampercleaning.com