Services offered 2012/13 - Sunderland Learning Hub

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.Investors in People• Building Cleaning Service has also achieved Investors In People (IIP).Communication process• All telephone calls will be returned within 24 hours.• All requests for service will be responded to within three working days.• All concerns will be acknowledged within three working days. See the complaintsprocedure for Community and Cultural Services.• Senior Management will be available 24 hours a day to respond to queries and toreceive telephone calls.• Quarterly consultation process to ensure ongoing customer satisfaction.(see below)MONITORING AND EVALUATIONQuality Management SystemA Quality Assurance Card is presented to the customer on a regular basis to request theirviews on the quality of different aspects of the cleaning standards. These cards are returnedfor analysis of comments. The results from these are then evaluated as part of the qualitysystem; the results will be fed back through the agreed reporting channels.Any issues arising from individual comments are actioned immediately, while further actionsto ensure continual improvement of services are implemented. Inspection visits are carriedout, by an independent officer to ensure Quality Management Systems are operatingsatisfactorily. These results are collated with results analysed to detect trends whereimprovement to services could be made.Any issues arising from consultation or inspections are rectified immediately, with furtheractions implemented to ensure continual improvement of services.GENERAL MATTERSProcurement of ServiceInitial contact for service requests should be made to the Cleaning Services Manager who willarrange to meet and discuss requirements.A provisional cost for the service will be forwarded to the customer, within two weeks of theinitial requestOnce written approval is received, the Cleaning Services Manager will organise the relevantservice to commence from the agreed date.Should any additional services be required, these can be added to the annual contract or paidby variation on a monthly basis, by arrangement with the Cleaning Services Manager.153