Services offered 2012/13 - Sunderland Learning Hub

Monitoring of Customer Queries• Prompt response to customer queries in relation to service provision or technicaladvice.• Processing of customer concerns in accordance with the corporate procedure liaisingwith the provider to ensure satisfactory corrective action.Service Support• Preparing of specifications in line with customers requirements, tailoring to suitallocated budgets.• Provision of advice with regard to:- Floor covering (safety flooring and cleaning regimes).- Cleaning equipment.- Cleaning materials.- Relevant Health and Safety requirements.- Changes in relevant legislation.- Contract payments.• Reviewing temporary and permanent service variations as a result of additionalservice requestsSERVICE DELIVERY MECHANISM:Quality Management SystemAll academies/ schools will receive inspection visits to ensure a consistent quality serviceprovision. Regular monitoring will be carried out by the onsite supervisor with standards alsomonitored by the area supervisor.COST OF SERVICES:Individual charges are agreed within the individual SLA for each school. The BuildingCleaning Service will submit a monthly invoice for the payment of cleaning service.Additional Cleaning Services will be billed monthly and the method used will be internal billingunless the academy/ school choose to have their own independent bank account when theywill be invoiced.Any queries on these charges must be received by the service provider within 28 days ofnotification of the chargesSERVICE STANDARDS & HOW GOOD PERFORMANCE WILL BE MEASURED:Quality Management SystemSee Monitoring and Evaluation section.Inspection Process• Annual independent inspection of quality cleaning standards, together with regularmonitoring by the onsite supervisor.Performance Indicators• Building Cleaning Services are committed to providing a quality value for moneyservice and as such work to service performance targets. The annual reports compiledthrough APSE can be viewed on request.143