Insights
Written by the Nefeli's Dream team, based on our commercial cleaning experience in Belfast.
Questions to ask before changing commercial cleaning provider
Changing cleaning provider is straightforward when it is well managed. The questions below help you assess a prospective provider and plan the transition before you commit.
Is the scope of work clearly defined?
Before signing a new contract, make sure the scope of work is written down and agreed. This means a cleaning plan that lists the areas to be cleaned, the tasks to be carried out in each area and the frequency of each task. A provider who is reluctant to produce a written plan before the contract starts is one to approach with caution.
What insurance does the provider hold?
Any commercial cleaning provider working on your premises should hold public liability insurance and, if they employ staff, employers' liability insurance. Ask for confirmation that the cover is in place and that the policy is current. This is a basic due diligence step that is easy to overlook when moving quickly.
How will the transition be managed?
A change of provider involves a handover period. Ask the prospective provider how they manage the start of a new contract — how they familiarise themselves with the premises, how they handle the first few visits and what happens if something is missed in the early weeks. A provider with a clear approach to this is less likely to cause disruption.
How will access be managed?
Confirm how the new provider will access the premises — key holding, fob access, security sign-in or supervised entry. Establish who holds keys or access codes, how they are managed and what happens if access arrangements change. Access issues are a common source of problems at the start of a new contract.
Who is your point of contact?
Establish who you will deal with on a day-to-day basis. In a well-run cleaning contract, there should be a named contact who is responsible for your account and who can be reached when something needs attention. If the answer is a general enquiries line or a different person each time, that is worth noting.
How are issues reported and resolved?
Ask how the provider handles complaints and missed tasks. What is the process for reporting a problem? How quickly is it acknowledged and resolved? A provider who has a clear process for handling issues is more likely to resolve them promptly than one who handles them informally.
Who supplies consumables and equipment?
Confirm whether the provider supplies cleaning equipment and consumables or whether these are your responsibility. If the provider supplies consumables, establish which products are used and how replenishment is managed. If you supply them, confirm what is needed and where it should be stored.
How is continuity maintained?
Staff turnover is a reality in the cleaning industry. Ask how the provider manages continuity — how they cover absence, how they induct new staff to your premises and how they maintain standards when the regular person changes. A provider who has a clear answer to this is better placed to deliver consistent service.
What are the notice and exit terms?
Before signing, read the notice period and exit terms carefully. Understand how much notice is required to end the contract, whether there are any early termination provisions and what happens to access arrangements and consumables at the end. These details matter less when a contract is going well and considerably more when it is not.
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