Common use of CHANGES TO THE SERVICE LEVEL Clause in Contracts

CHANGES TO THE SERVICE LEVEL. 3.1 The Cleaning Services Manager will review the SLA annually (November) and proposed changes will be brought to the Estates and Environment Committee (acting as client) for approval. Where there is a reduction of service, notice will be given that changes will be made following 30 days written notification. Service Level of Service Opening Times Cleaning Services general operating hours are 05.30 –15.00, Monday To Friday. The contact telephone number for Cleaning Services is Ext 8415 You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Response Times Incoming calls will normally be answered within 5 rings, if the call is diverted to voicemail your request will be answered within 1 hour during operating hours or the next working day Cleaning Services will respond to and deal with enquiries within 3 hours during our operating hours Monday to Friday. The hours may be available to be extended where a business request is made, and the cost of service cover agreed. Out of hours emergency answering service via Security control (Ext 7799) Service Objectives To provide a professional, pro-active, friendly, courteous, and helpful Cleaning Service to the staff, students and visitors that meets the needs of the University. To provide cost efficient and value for money services. To, where possible, use cleaning materials that are not harmful to the environment. To achieve customer satisfaction through engagement and responsive actions. To encourage customer feedback by providing feedback forms to University users within Schools and Functions to inform a cycle of continuous improvement. To measure, monitor and report service performance and pro-actively address areas for improvement. To understand the customer requirements and aim to provide a high quality, value for money service Principle Service Provision Enhanced Standard Service to meet COVID 19 requirements: An Enhanced office cleaning package An Enhanced Teaching space cleaning package. A complete standard Laboratory cleaning package. (Inc. Category1 & 2 Labs) Enhanced General cleaning to common areas Address cleaning issues as required to comply with H&S Legislation including COVID 19. Additional services: COVID 19 ‘Thorough Cleaning package* COVID 19 Deep Cleaning package** Tailored services to meet the customer requirements which may incur additional costs, depending on requirements. Contractual or one-off cleaning on request. Training Staff are trained to Cleaning Services guidelines through the Cleaning Services Training Program (CSTP). All supervisors and managers are trained to train to the CSTP. All cleaning staff are required to undertake training, Manual Handling, fire training. First Aid training COSHH training, with refresher training to be carried out on a regular basis. Campus Services have achieved and maintain ISO9001:2015 accreditation. To ensure performance standards are maintained, all staff are audited regularly by their supervisors and regularly spot checked by managers. Our Service includes Area Frequency Coverage Washrooms & Toilets 2 x Daily 5 x weekly (Daily) WCs & Urinals cleaned Rubbish picked up and bins emptied and wiped Sinks, taps and surrounds cleaned and disinfected Consumables checked and replenished as required All dispensers wiped down All touch points wiped down (door handles, door latches, push plates, flush (cistern) handles and light switches. Mirrors cleaned and buffed Hard surface floors swept and mopped Pipes and low-level areas (damp wiped) Tiles fixtures and fittings cleaned Walls, partitions, and toilet doors wiped Corridors & Stairs 2x Daily 2 x Weekly All touch points wiped down (door handles, push plates, stair rails and bannisters, and light switches. Xxxxxxx picked up and bins emptied and wiped in recycling points in corridors and communal spaces Hard surface floors to be swept and damp mopped. Carpeted surfaces vacuumed Entrances, Receptions, foyers & Communal/Service1 Areas: 2 x Daily All touch points wiped down (door handles, push plates, stair rails and bannisters, and light switches. Other touch points wiped down such as shared user physical objects Checking and replenishment of sanitizing consumables 1 Communal/Service areas may include shared physical objects: printer screens, facilities allowing online control etc

CHANGES TO THE SERVICE LEVEL. 3.1 The Cleaning Campus Services Administration Manager will review the SLA annually (NovemberSeptember) and proposed changes will be brought to the Estates and Environment Facilities Committee (acting as client) for approval. Where there is a reduction of service, notice will be given that changes will be made following 30 days written notification. Service Level of Service Opening Times Cleaning Hours Reception Services general operating hours are 05.30 –15.00, Monday To Friday08.30 – 17.00 for the Whiteknights House and London Road Receptions and for 10.00 – 14.00 for Xxxxxx Reception. The contact telephone number for Cleaning Services is Ext 8415 You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Response Times Incoming calls will normally be answered within 5 rings, if the call is diverted to voicemail your request A Receptionist will be answered within 1 hour on duty based at these locations during operating the opening hours as detailed above. In the event where due to exceptional circumstances a reception will remain closed, users will be notified by appropriate signage and directed to the nearest Reception or the next working day Cleaning Services to contact Security Control. Access to a telephone will respond to and deal with enquiries within 3 hours during our operating hours Monday to Friday. The hours may be available to be extended where a business request is made, and the cost of service cover agreedprovided for this purpose. Out of hours emergency answering service via Security control (Ext 7799) Response Times Any incoming telephone calls will normally be answered within 6 rings, if the call is diverted to voice mail your request will be answered within4 hours during operational times or the next working day. Reception Services will respond to and deal with email enquiries sent to xxxxxxxxx@xxxxxxx.xx.xx within 4 hours during our working hours Monday to Friday Service Objectives To provide a professional, pro-active, friendly, courteous, courteous and helpful Cleaning Service reception and information service to the visitors, staff, students and visitors that meets the needs of contractors to the University. To provide cost efficient and value for money services. To, where possible, use cleaning materials that are not harmful to the environment. To achieve customer satisfaction through engagement and responsive actions. actions To encourage customer feedback by providing feedback forms to University users within Schools schools and Functions to inform a cycle of continuous improvementoffices. To measure, monitor and report service performance and pro-actively address areas for improvement. To understand the customer requirements and aim to provide a high quality, value for money high-quality service Principle Service Provision Enhanced Standard Reception Service to meet COVID 19 requirements: An Enhanced office cleaning package An Enhanced Teaching space cleaning package. A complete standard Laboratory cleaning package. (Inc. Category1 & 2 LabsMeet and Greet, Directions and Advice, collection point for Vehicle Entry Permits) Enhanced General cleaning to common areas Address cleaning issues as required to comply with H&S Legislation including COVID 19. Additional services: COVID 19 ‘Thorough Cleaning package* COVID 19 Deep Cleaning package** Tailored services to meet Information Service for the customer requirements which may incur additional costs, depending on requirements. Contractual or one-off cleaning on request. University Issue point for Parking Vehicle Entry Permit Visitor parking service for Carpark 5 Lost and Found Property Training Staff are trained to Cleaning Services guidelines through the Cleaning Services Training Program (CSTP). All supervisors and managers are trained to train to the CSTP. All cleaning staff are required to undertake training, Manual Handling, fire training. First Aid training COSHH training, with refresher training to be carried out on a regular basismaintain Customer Service Excellence. Campus Services have achieved ISO9001:2015 and maintain ISO9001:2015 accreditationInvestors in People awards. To ensure performance standards are maintained, all staff are audited regularly by their supervisors and regularly spot checked by managersfeedback is monitored to proactively address areas for improvement. Our Service service includes Area Frequency Location Coverage Washrooms & Toilets 2 x Daily 5 x weekly Reception Whiteknights House London Road Xxxxxx Building Meet and greet to all visitors to the University Advice for directions, assistance Answering Telephone calls Collection point for Vehicle Entry Permits (DailyVEP) WCs & Urinals cleaned Rubbish picked up for Staff Parking arrangements for Carpark 5. Lost Property Xxxxxx Building Collection of items of Lost/Found Property Recording and bins emptied Storage of items Point of Contact for retrieval Secure disposal of unclaimed items within allotted time frame Vehicle Entry Permits (VEP) Xxxxxx Building Whiteknights Reception Process and wiped Sinks, taps issue of VEP for Staff Process and surrounds cleaned issue of VEP for Students in accordance with the University Policy for issue Process and disinfected Consumables checked issue of VEP for Contractors and replenished as required All dispensers wiped down All touch points wiped down (door handles, door latches, push plates, flush (cistern) handles and light switches. Mirrors cleaned and buffed Hard surface floors swept and mopped Pipes and low-level areas (damp wiped) Tiles fixtures and fittings cleaned Walls, partitions, and toilet doors wiped Corridors & Stairs 2x Daily 2 x Weekly All touch points wiped down (door handles, push plates, stair rails and bannisters, and light switches. Xxxxxxx picked up and bins emptied and wiped in recycling points in corridors and communal spaces Hard surface floors to be swept and damp mopped. Carpeted surfaces vacuumed Entrances, Receptions, foyers & Communal/Service1 Areas: 2 x Daily All touch points wiped down (door handles, push plates, stair rails and bannisters, and light switches. Other touch points wiped down such as shared user physical objects Checking and replenishment of sanitizing consumables 1 Communal/Service areas may include shared physical objects: printer screens, facilities allowing online control etcvisitors

CHANGES TO THE SERVICE LEVEL. 3.1 The Cleaning Services Manager will review the SLA annually (NovemberSeptember) and proposed changes will be brought to the Estates and Environment Committee (acting as client) for approval. Where there is a reduction of service, notice will be given that changes will be made following 30 days written notification. Service Level of Service Opening Response Times Cleaning Services general operating hours are 05.30 –15.00, Monday To Friday. The contact telephone number for Cleaning Services is Ext 8415 You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Response Times Incoming 19.30 and incoming calls will normally be answered within 5 6 rings, if the call is diverted to voicemail voice mail your request will be answered within 1 hour during operating hours operational times or the next working day Cleaning Services will respond to and deal with enquiries within 3 hours during our operating working hours Monday to Friday. Friday The hours may be available to be extended where a business request is made, made and the cost of service cover agreed. Out of hours emergency answering service via Security control (Ext 7799) You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Service Objectives To provide We have a professional, professional and pro-active, friendly, courteous, and helpful Cleaning Service active approach which enables us to the staff, students and visitors that meets the needs of operate an independent service at the University. We aim: To provide cost efficient and value for money services. To, services and where possible, possible use cleaning materials that are not harmful to the environment. To ensure that our uniformed operatives who deliver the services, are fully trained to BICs guidelines, friendly, capable and reliable and work in a safe and efficient manner To achieve customer satisfaction through regular engagement and responsive actions. actions To encourage customer feedback by providing feedback forms to xxxxx.xx University users within Schools schools and Functions to inform a cycle of continuous improvementoffices. To measure, monitor and report service performance and pro-actively address areas for improvement. To understand the customer requirements and aim to provide a high quality, value for money quality service Principle Service Provision Enhanced Standard Service to meet COVID 19 requirementsService: An Enhanced A complete standard office cleaning package An Enhanced Teaching space cleaning package. A complete standard Laboratory cleaning package. (Inc. Category1 & 2 Labs) Enhanced General cleaning to common areas Address cleaning issues as required to comply with H&S Legislation including COVID 19. issues Additional services: COVID 19 ‘Thorough Cleaning package* COVID 19 Deep Cleaning package** Tailored services to meet the customer requirements which may incur additional costs, depending on requirements. Contractual Contracts or one-one off cleaning clean on request. Training Staff are trained to Cleaning Services guidelines through the Cleaning Services Training Program (CSTP)) . All supervisors and managers are trained to train to the CSTP. All cleaning staff are required to undertake training, Manual Handling, fire training. First Aid training COSHH training, with refresher training to be carried out on a regular basis. Campus Services have achieved and maintain ISO9001:2015 accreditation. To ensure performance standards are maintained, all staff are audited regularly by their supervisors and regularly spot checked by managers. Our Service includes Each building or area is cleaned to a high standard specification as detailed below: Area Frequency Coverage Washrooms & Toilets 2 x Daily All areas 5 x weekly (Daily) 1 x weekly WCs & Urinals cleaned Hard surface floors swept and mopped Rubbish picked up and bins emptied and wiped Sinks, taps and surrounds cleaned and disinfected Mirrors cleaned and buffed Consumables checked and replenished as required All dispensers wiped down All touch points wiped down (door handles, door latches, push plates, flush (cistern) handles and light switches. Mirrors cleaned and buffed Hard surface floors swept and mopped Pipes and low-low level areas (damp wiped) Tiles fixtures and fittings cleaned Walls, partitions, partitions and toilet doors wiped (As required) Corridors & Stairs 2x Daily 2 1 x weekly 3 x Weekly All touch points wiped down Hard surface floors and carpeted surfaces cleaned (door handlesvacuumed or spot mopped as required) leaving area free from stains, push platesmarks, stair rails dust, debris and bannisters, and light switchesChewing gum. Xxxxxxx picked up and Emptying of bins emptied and wiped in recycling points in corridors and communal spaces Entrances & foyers 5 x weekly Hard surface floors to be swept/vacuumed and mopped Lifts & Lift floors 1 x weekly Glass and doors cleaned Steel panels wiped Mirrors buffed and wiped Lift floors cleaned (swept and mopped) Debris cleaned out from lift door runners Lecture Theatres & 5 x weekly Rubbish picked up and bins emptied. Classrooms Hard surface floors dusted and control mopped/spot mopped Tables wiped daily and chewing gum removed as required Teaching Laboratories 5 x weekly Hard surface floors swept and mopped Empty bins Clean and wash hand basins only Research Laboratories Level 1 Containment labs: 1 x weekly Dust control: sweep and damp mop hard surface floors 3 x weekly Empty general waste bins next to hand wash basins only Clean hand wash basins only Level 2 Containment labs: 1 x weekly Hepa Vacuum and damp mop hard surface (no sweeping) 3 x weekly Empty general waste bins next to hand wash basins floors only Clean hand wash basins only Offices 1 x weekly Hard surface floors dusted and control mopped. /soft mopped Carpeted surfaces vacuumed Entrances, Receptions, foyers & Communal/Service1 Areas: 2 x Daily Xxxxx and ledges damp wiped Desks will only be cleaned if they are completely cleared(Cleaning Services will not remove items in order to clean) All touch points furniture dusted All low level and high level dusting - edges and ledges Doors wiped down and glass cleaned 3 x weekly Recycling and Central bin bank bins emptied only. Cleaning Services will not empty desk side bins in buildings that have been upgraded with recycling stations. Waste removed (door please see Point 5 below) Meeting Rooms 5 x weekly Hard surface floors dusted and control mopped/soft mopped Carpeted surfaces vacuumed All furniture dusted All low level and high level dusting – Xxxxx, edges and ledges Doors wiped down and glass cleaned Recycling and Central bin bank bins emptied –only Waste removed (please see Point 5 below) Doors As required Door handles, kick and push platesplates damp wiped, stair rails dried and bannistersbuffed to remove all stains, marks and light switches. Other touch points smears Glazing and glass polished Kitchens/Tea Points 5 x weekly Bins emptied and lids wiped down such as shared user physical objects Checking Hard surface floors swept and replenishment mopped Sinks and surfaces wiped over and sanitised Note: - It is the responsibility of sanitizing consumables 1 Communal/Service areas may include shared physical objects: printer screensall kitchen users to keep the work surfaces clear of utensils and clean, facilities allowing online control etcto maintain the cleanliness of microwaves, fridge’s and other appliances.

CHANGES TO THE SERVICE LEVEL. 3.1 The Cleaning Services Manager will review the SLA annually (NovemberSeptember) and proposed changes will be brought to the Estates and Environment Facilities Committee (acting as client) for approval. Where there is a reduction of service, notice will be given that changes will be made following 30 days written notification. Service Level of Service Opening Response Times Cleaning Services general operating hours are 05.30 –15.00, Monday To Friday. The contact telephone number for Cleaning Services is Ext 8415 You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Response Times Incoming – 20.00 and incoming calls will normally be answered within 5 6 rings, if the call is diverted to voicemail voice mail your request will be answered within 1 hour during operating hours operational times or the next working day Cleaning Services will respond to and deal with enquiries within 3 hours during our operating working hours Monday to Friday. Friday The hours may be available to be extended where a business request is made, made and the cost of service cover agreed. Out of hours emergency answering service via Security control (Ext 7799) You may also contact the Cleaning Services team via email- Xxxxxxxx@Xxxxxxx.xx.xx. Service Objectives To provide We have a professional, professional and pro-active, friendly, courteous, and helpful Cleaning Service active approach which enables us to the staff, students and visitors that meets the needs of operate an independent service at the University. We aim: To provide cost efficient and value for money services. To, services and where possible, possible use cleaning materials that are not harmful to the environment. To ensure that our uniformed operatives who deliver the services, are fully trained to BICs guidelines, friendly, capable and reliable and work in a safe and efficient manner To achieve customer satisfaction through regular engagement and responsive actions. actions To encourage customer feedback by providing feedback forms to xxxxx.xx University users within Schools schools and Functions to inform a cycle of continuous improvementoffices. To measure, monitor and report service performance and pro-actively address areas for improvement. To understand the customer requirements and aim to provide a high quality, value for money quality service Principle Service Provision Enhanced Standard Service to meet COVID 19 requirementsService: An Enhanced A complete standard office cleaning package An Enhanced Teaching space cleaning package. A complete standard Laboratory cleaning package. (Inc. Category1 & 2 Labs) Enhanced General cleaning to common areas Address cleaning issues as required to comply with H&S Legislation including COVID 19. issues Additional services: COVID 19 ‘Thorough Cleaning package* COVID 19 Deep Cleaning package** Tailored services to meet the customer requirements which may incur additional costs, depending on requirements. Contractual Contracts or one-one off cleaning clean on request. Training Staff are trained to Cleaning Services BICs guidelines through the Cleaning Services Training Program (CSTP)in-house training. All supervisors and managers are trained to train to the CSTPBICs guidelines. All cleaning staff are required to undertake training, Manual Handling, fire training. First Aid training COSHH training, with refresher training to be carried out on a regular basis. Campus Services have achieved ISO9001:2015 and maintain ISO9001:2015 accreditationInvestors in People awards. To ensure performance standards are maintained, all staff are audited regularly by their supervisors and regularly spot checked by managers. Our Service includes Each building or area is cleaned to a high standard specification as detailed below: Area Frequency Coverage Washrooms & Toilets 2 x Daily All areas 5 x weekly (Daily) 1 x weekly WCs & Urinals cleaned Hard surface floors swept and mopped Rubbish picked up and bins emptied and wiped Sinks, taps and surrounds cleaned and disinfected Mirrors cleaned and buffed Consumables checked and replenished as required All dispensers wiped down All touch points wiped down (door handles, door latches, push plates, flush (cistern) handles and light switches. Mirrors cleaned and buffed Hard surface floors swept and mopped Pipes and low-low level areas (damp wiped) Tiles fixtures and fittings cleaned Walls, partitions, partitions and toilet doors wiped (As required) Corridors & Stairs 2x Daily 2 1 x Weekly All touch points wiped down weekly Hard surface floors and carpeted surfaces cleaned (door handlesvacuumed or spot mopped as required) leaving area free from stains, push platesmarks, stair rails dust, debris and bannisters, and light switchesChewing gum. Xxxxxxx picked up and bins emptied and wiped in recycling points in corridors and communal spaces Entrances & foyers 5 x weekly Hard surface floors to be swept/vacuumed and mopped Lifts & Lift floors 1 x weekly Glass and doors cleaned Steel panels wiped Mirrors buffed and wiped Lift floors cleaned (swept and mopped) Debris cleaned out from lift door runners Lecture Theatres & Classrooms 5 x weekly Rubbish picked up and bins emptied. Hard surface floors dusted and control mopped/spot mopped Tables wiped daily and chewing gum removed as required Teaching Laboratories 5 x weekly Hard surface floors swept and mopped Empty bins Clean and wash hand basins only Research Laboratories 1 x weekly 3 x weekly 1 x weekly 3 x weekly Level 1 Containment labs: Dust control: sweep and damp mop hard surface floors Empty general waste bins next to hand wash basins only Clean hand wash basins only Level 2 Containment labs: Hepa Vacuum and damp mop hard surface (no sweeping) Empty general waste bins next to hand wash basins floors only Clean hand wash basins only Offices 1 x weekly 3 x weekly Hard surface floors dusted and control mopped. /soft mopped Carpeted surfaces vacuumed Entrances, Receptions, foyers & Communal/Service1 Areas: 2 x Daily Xxxxx and ledges damp wiped Desks will only be cleaned if they are completely cleared(Cleaning Services will not remove items in order to clean) All touch points furniture dusted All low level and high level dusting - edges and ledges Doors wiped down and glass cleaned Recycling and Central bin bank bins emptied only. Cleaning Services will not empty deskside bins. Waste removed (door please see Point 5 below) Meeting Rooms 5 x weekly Hard surface floors dusted and control mopped/soft mopped Carpeted surfaces vacuumed All furniture dusted All low level and high level dusting – Xxxxx, edges and ledges Doors wiped down and glass cleaned Recycling and Central bin bank bins emptied –only Waste removed (please see Point 5 below) Doors As required Door handles, kick and push platesplates damp wiped, stair rails dried and bannistersbuffed to remove all stains, marks and light switches. Other touch points smears Glazing and glass polished Kitchens/Tea Points 5 x weekly Bins emptied and lids wiped down such as shared user physical objects Checking Hard surface floors swept and replenishment mopped Sinks and surfaces wiped over and sanitised Note: - It is the responsibility of sanitizing consumables 1 Communal/Service areas may include shared physical objects: printer screensall kitchen users to keep the work surfaces clear of utensils and clean, facilities allowing online control etcto maintain the cleanliness of microwaves, fridge’s and other appliances.