Spotless Guide to Cleaning Shopping Centres
How important is cleaning to your Shopping Centre?
Every Centre Manager knows that the quality and perception of a shopping centre is dependent on the cleanliness.
The public will not enjoy visiting a shopping centre if the toilets are filthy, the escalators are grubby and there are balls of fluff in every corner.
The ideal outcome for everyone is a motivated cleaning team who are well presented, well trained and with helpful attitude.
What is the best Shift Pattern for my Cleaning Team?
This depends on the requirements of each Shopping Centre. You almost always need a presence at all times during opening hours to deal with spillages and quick responses. The main cleaning of the malls and car parks normally takes place through the night, late at night or in the early morning depending on the size and requirements of the Centre. All staff should be on shift patterns and should comply with Working Time Regulations, especially in respect of the stringent night working regulations.
Should I combine all services under one Supplier?
You can, but you will probably pay a high premium. For soft FM services we strongly recommend 2-4 main suppliers only.
- Cleaning company (daily and windows) also providing consumables and hygiene services
- Security Company also providing Car Park Management
- Waste company (although can be bundled with Cleaning)
- Pest Control (also can be bundled with Cleaning)
One Shopping Centre operator we know purposefully dismantles all bundled services and will save up to #100,000 per annum in doing so. FM firms charge a lot more, and it is often in their interest to do so when they get an on-charge for every service provided.
What should I look for in a cleaning company?
- Look for experience and good references. Look for accreditations and certificates.
- Above all look for good, honest attitude among the managers and look for evidence on how they treat their staff. Do they strike you as a company you would want to be part of? Will they retain their staff, treat them well and create a positive dynamic, or will they treat their staff poorly, leading to a cycle of negativity and frustration among the cleaning staff?
- Look for evidence of reward schemes for all staff, and understand how their cleaners and managers will be motivated.
- Check insurance documentation, sample Risk Assessments, Health and Safety records including RIDDOR reports.
- Check training procedures and what is offered in terms of ongoing personal development for cleaners.
- Check Environmental attitude, and expect to hear at least 2 compelling reasons why they are eco-friendly.
- Check vetting procedures, to ensure the cleaning company is being properly, legally and fairly selective. Are all staff ID vetted and checks made on expiring Visas?
What should I measure in their performance and how often?
At minimum you should expect a detailed monthly report, normally in a single easy-to-read Excel document (Click here for a sample report) It should contain;
- a summary report of up to 400 words
- an attendance report (ideally with print outs)
- a staff report with feedback on key performances.
- a financial report (100% open book transparency on costs vs budget and how that additional money can now be spent or credited back)
- a training report (all RA training, induction training, first aid, manual handling, fire precaution training etc)
- a Health and Safety report (details of accidents, incidents, additional RA’s)
- a Consumables report