Cleaning Standard Operating Procedures

Standard Operating Procedure

To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)

Service level Required

Customer Experience

Content :

To ensure Robinson Services

becomes famous for delivering
great service
Content:

To ensure that the customer

experience is great which will help
us keep 100% of our customers
Content:

Sop1.
A1 Chemical Competency
Sop2.
AA2 Machine Safe Use and Care
Sop3.
AA3 Storage of Equipment
Sop4.
A1 Mop Sweeping
Sop5.
A2 Single Solution Mopping
Sop6.
A4 Buffing
Sop7.
B1 Suction Cleaning
Sop8.
C2 Wall Washing
Sop9.
D1 Dust, Damp Wipe, Wash and Polish
Sop10. D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom
Furniture
Sop11.
A5 Spray Buffing
Sop12.
C3 Window Cleaning
Sop13.
E1 Stain Removal
Sop14.
E3 Cleaning Personal Computers
Sop 15. E4 Cleaning Lifts
Sop16.
F1 Litter Picking
Sop17.
F4 Body Spillages and Sharps
Sop18.
A15 Cleaning Stairs, Landings, Balustrades, and Handrails
Sop19/20. A6 & A7 Stripping, Drying and Reapplying Emulsion Polish
Sop 21. M1 Machine Scrubbing Drying (with a wet suction machine)

Annex A. Freshclean Guides

Annex B. Simpla SD
Annex C. Omnia SD
Annex D. Vispa SD
Annex E. Innova SD
Annex F. Media SD
Annex G. Comac Polisher
Annex H. Trufox Vac
Annex I. Comac P12 Vac
Annex J. Comac P35 Wet Dry
Vac
Annex K. Henry Vac
Annex L. Cimex 46 Escalator
Annex M. Intentionally blank
Annex N. Intentionally blank
Annex O. Intentionally blank
Annex P. Intentionally blank
Annex Q. Intentionally blank
Annex R. Intentionally blank
Annex S. Intentionally blank
Annex T. Intentionally blank

Annex U. Induction Policy

Annex V. Sharps and Bodily fluids
Annex W. Manual Handling
Annex X. Cleaning audit
Annex Y. CO Standards Policy
and Assessments
Annex Z1. Powder Pink
Assessment
Annex Z2. Rose Pink Assessment
Annex Z3. Hot Pink Assessment

1. A1 Chemical Competency
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed
before using so that chemicals are not mixed together by accident
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed

Service level Required

To ensure that no potentially

harmful fumes are inhaled by the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service.

Personal Protective Equipment

For example gloves and goggles should always be used when using
chemicals as they could harm your, skin or eyes if you come into
contact with them
All employees are provided with gloves and these should be worn at all
times when using chemicals
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good
state of repair
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working, you
have a duty of care
Risk Assessments and COSHH
Before using any chemicals check the site binder for the risk
assessments and COSHH (Control of Substances Hazardous to
Health) data sheets are available. If you cannot find a risk assessment
and a COSHH data sheet seek advice from your supervisor or manager
before using the chemical
Standards Operating Procedure (page 2/2)

Customer Experience

Wearing the correct PPE presents

a professional image to our
customers

Our customers are aware that you

are working in the area and will be
safe

Our customers are not breathing

harmful fumes
This will ensure that we only use
customer approved chemicals
enabling us to deliver great
service

Service level Required

Customer Experience

A1 Chemical Competency
Using chemicals
When using chemicals always put the water in the bucket first so that
the chemicals do not foam and if there is splash back from the chemical
the chemical is diluted
The chemical should be used according to the manufacturers
instructions and never mixed with anything other than water. When you
have used the chemical replace the lid to prevent spillages
Any chemicals that have been used should be poured down the sluice
sink so that they can be dealt with properly. Never pour chemicals in
kitchen sinks or toilets
All chemicals are stored labelled with lids tightly fitted or trigger spray
bottles switched to the off position

Take care to ensure no spillages

which may damage our customers
property and ensure that when
you always dispose of unused
chemicals where customers
cannot come into contact with
them

Recap

Customers see us as professional

Knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Equipment is worn when using chemicals to promote safety and

professionalism
Make sure that chemicals are never mixed together
Make sure that COSHH Assessment and Safety Data Sheet for all
chemicals are available on site and you have read and understood them
Make sure that all chemicals are labelled, stored and disposed of
appropriately
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

2. AA2 Machine Safe Use and Care

Standard Operating Procedure (1of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and safely
assembled before using
If faulty machinery is used this increases the risk of electric shock
All electrical equipment must be PAT (Portable Appliance Tested) before
use and will display a PAT Test label with the date it was checked and
the next due date
This ensures that the electricity flows through the machine properly.
Check that the building and/or machine is fitted with a circuit breaker to
cut off the electricity supply should the machine become faulty
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in a good state
of repair
Personal Protective Equipment
For example gloves and full shoes should be worn when using electrical
equipment as they could harm you hands and feet if you come into contact
with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Risk Assessments
Before using any electrical equipment there must be a risk assessment for
the piece of machinery you are going to operate and the task which you are
going to be carrying out. If there is no risk assessment for the task and the
machine seek advice from you manager or supervisor immediately

Service level Required

Customer Experience

This will ensure that we only use

approved contractors to check the
machinery promoting Health and
Safety as a priority enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe.
Wearing the correct PPE presents
a professional image to our
customers
Our customers are not breathing
harmful fumes
This will ensure that we adhere to
strict Health and Safety
regulations enabling us to deliver
great service

Standard Operating Procedure (2/2)

AA2 Machine Safe Use and Care

Service level Required

Customer Experience

Using Machinery
When using machinery the following safety checks must be carried out:
check for a PAT test, run hands along the cable to check for any breaks
or bare wires, check plugs and pins for signs of damage and cracked
casings and finally check any bags or filters
When using machinery the cable should be behind you at all times
Damaged machines should never be used and should be reported to
your line manager. Place a label on the machine highlighting the
machine is faulty
Before plugging a machine into a socket, the socket should be in the off
position. When unplugging a machine after use the socket should be
switched off before the machine is unplugged from the wall

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints

Recap

Customers see us as
professional, knowledgeable and
aware of and practicing good
Health and safety processes to
ensure a clean and safe working
environment

Equipment is worn when safety checking machinery

Make sure that all machines have a current PAT test date clearly displayed
Make sure that a Risk Assessment is present for each task which involves
using machinery
Make sure that all machinery is stored in the upright position with no trailing
cables
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

3. AA3 Storage of Equipment

Standard Operating Procedure (1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed.
Safety signs displayed in prominent areas and clean and in a good state of
repair
Personal Protective Equipment
All employees are provided with gloves which should be used at all times
when using chemicals For example gloves and goggles should always be
used when using chemicals as they could harm your, skin or eyes if you
come into contact with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Storage of Chemicals
Heavy 5 litre bottles of chemical should be stored on the floor or below
chest height and slightly away from the walls
Chemicals which are most frequently used should be easily accessible
Old stock should be used before new stock.
All chemicals should be labelled and have securely fitted tops
Fire exits are free from any blockages

Service level Required

Customer Experience

All storage facilities that are

utilised by cleaning operatives
must be kept in a clean, tidy
and safe condition. The
cleaners stores in particular
must be free of smells and
odours

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service
Our customers are aware that
you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers
Our customers are not breathing
harmful fumes
Leaving fire exits unblocked gives
a clear route for our customers to
leave the building in an
emergency
A clean and tidy store cupboard
reduces the risks of accidents
And ensures a safe working

 Frequently used stock is easily accessible ensure stock rotation

Standard Operating Procedure (2/2)
AA3 Storage of Equipment

Service level Required

environment
Customer Experience

Storage of Equipment
Mops should be stored head up to air dry to avoid stagnant water
smells
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Storeroom is clean and free from clutter

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Tidy store rooms present us as a
professional cleaning contractor
who takes pride in delivering
great service

Recap
Protective clothing is worn when storing both chemicals, machinery and
consumable equipment
All rubbish is removed from the storage area
Make sure that everything is stored according to colour
Make sure that all chemicals are stored in accordance to how often they are
used
Heavy items should be stored below chest height, on the ground wherever
possible
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints
Remember stock rotation

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

4. A1 Mop Sweeping
Standard Operating Procedure (1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Prior to using the vacuum cleaner you must check that there is a valid
PAT test date, the bag is not full and the filter is not blocked, the plug is
intact and that there is are no bare wires or electrical tape on the flex. At
the end of the task the listed safety checks should be completed to
ensure that the machine has not been damaged whilst you have been
using it
The mop head should be clean prior to use
Colour coded dust pans and brushes must be used
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good
state of repair
Personal Protective Equipment
For example gloves should be used when picking up large items of rubbish
and chewing gum as these carry bacteria which may harm you. Gloves
should also be worn when checking the bag and filter inside the vacuum
cleaner and also when touching the head of the mop sweep
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes or dust particles
are inhaled the customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe

Wearing the correct PPE presents

a professional image to our
customers
Wearing PPE also ensures our
health and safety in the
workplace
Our customers are not breathing
harmful fumes

Standard Operating Procedure (2/2)

A1 Mop Sweeping
Service Delivery
The floor should be checked for chewing gum and other sticky matter
prior to being swept. If the mop sweep becomes wet or contaminated it
does not effectively sweep the floor. Scrape up the chewing gum and
place in a refuse bag
The outside edges are swept first and then from the furthest point away
from the door systematically sweep the floor in a figure of eight
Half way through the task check the mop head and vacuum if
necessary
Once the floor has been mop swept, vacuum off the mop head and the
floor around where the mop head has been placed
The mop should be kept in contact with the floor at all times to ensure
that all dirt and dust is contained
Storage of Equipment
Mop heads should be stored head up in a mop holder. If mops are
stored head down they attract dirt and dust
Dust pans are washed and dried and stored with colour coding in mind
Vacuum cleaners will be checked for safety and damp wiped after use
Clear colour coding of equipment is adhered to
Refuse is disposed of in the appropriate area

Recap
Protective clothing is worn when using the mop sweep and checking the
vacuum bag and filter
The edges of the floor are swept first and then the middle working your way
back to the door
No dust showers are created. The mop sweep must be kept in contact with
the floor at all times
Make sure that everything is stored according to colour

Service level Required

Customer Experience

All floor surfaces shall be free

from debris, clean and dry.
Floors must be safe and not
slippery. Particular care is to be
exercised when staff are still
on the premises. Wet floors
shall be sign-posted and
trailing cables and open
sockets shall be made safe.
Surfaces shall be maintained
to preserve the existing state of
condition and appearance
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Tidy store rooms and clean
equipment present we as a
professional cleaning contractor
who takes pride in delivering
great service
Customers see us as professional
knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Make sure that the vacuum cleaner is safety checked and damp wiped
before and after use
There are no accidents to colleagues or customers and also to property

5. A2 Single Solution Mopping

Standard Operating Procedure ( 1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled.
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed.
Safety signs displayed in prominent areas and are clean and in a good
state of repair
Personal Protective Equipment
All employees are provided with gloves which should be worn at all
times
For example gloves and goggles should always be used when using
chemicals as they could harm your, skin or eyes if you come into
contact with them

Our customers are aware that

you are working in the area and
will be safe

Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care
Service Delivery
Chemical is added to the water according to the manufacturers
guidelines
Ensure the bucket is behind you at all times.
Wring out the mop holding the bucket between your feet so that the

Our customers are not breathing

harmful fumes

Wearing the correct PPE presents

a professional image to our
customers

All floor surfaces shall be free

from debris, clean and dry.
Floors must be safe and not
slippery. Particular care is to be
exercised when staffs are still
on the premises.

Our customers do not have dirty

lines along the skirting board and
presents a clean building to our
customers

bucket does not fall over pouring water over the floor and other surfaces
Standard Operating Procedure (2/2)
A2 Single Solution Mopping
Service Delivery (cont)
Appropriate colour coding must be used
Mop the outside edges of the room first removing any overspill from the
skirting boards with a clean damp cloth, Only mop a manageable size
so that you do not over stretch
Use a scouring pad to remove any stubborn marks if you are not
mopping a polished floor
Mop the middle of the room working from the furthest point away from
the door towards the door itself rinsing your mop out as necessary
Storage of Equipment
Clear colour coding of equipment is adhered to
Mops should be stored head up to air dry to avoid stagnant water
smells
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top.
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Recap
Protective clothing is worn when using chemicals
Make sure chemicals are diluted according to the manufacturers guidelines
Make sure the bucket is behind you at all times
Make sure that the equipment is washed after use
Make sure the floor is dry before removing warning signs and closing
ventilation
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

Service level Required

Customer Experience

Wet floors shall be sign-posted

and trailing cables and open
sockets shall be made safe.
Surfaces shall be maintained
to preserve the existing state of
condition and appearance

The floor dries quickly and our

customers will not slip on a wet
floor
Fit and healthy cleaning
operatives as adhering to manual
handling regulations by only
cleaning a manageable area
Mopping is carried out without
damaging any other floor
surfaces
To ensure that no unpleasant
smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

6. A4 Buffing
Standard Operating Procedure (1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Prior to using the buffer you must check that there is a valid PAT test
date, the plug is intact and that there is are no bare wires or electrical
tape on the flex. At the end of the task the listed safety checks should
be completed to ensure that the machine has not been damaged whilst
you have been using it
Select the appropriate colour buffing pad. The darker the colour the
more abrasive the pad
This also ensures that the equipment lasts longer making us more
profitable if the equipment is clean and well maintained
A PAT test register must be kept listing all machinery
Only trained employees use electrical equipment

Service level Required

Customer Experience

Well maintained equipment

presents a professional image to
our customers enabling us to
deliver great service

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed.
Safety signs displayed in prominent areas and in a good state of repair

Our customers are aware that

you are working in the area and
will be safe

Personal Protective Equipment

All employees are provided with gloves and these should be worn at all
times when using chemicals or handling pads and base plates of buffers For
example gloves and goggles should always be used when using the buffer
as you hands could come into contact with chemicals and dust that could
harm your, skin or eyes if you come into contact with them

Wearing the correct PPE presents

a professional image to our
customers

Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care

Our customers are not breathing

harmful fumes

Standard Operating Procedure (2/2)

A4 Buffing
Service Delivery

Before plugging a machine into a socket, the socket should be in

the off position. When unplugging a machine after use the socket
should be switched off before the machine is unplugged from the
wall
Buff the outside edges of the room first
Buff the middle of the room starting with the furthest point away
from the door and working towards your exit
The cable should be behind you at all times so it cannot come into
contact with the pad
Stop and unplug the machine to check the pad and turn the pad if it
is dirty, halfway through the task
Mop sweep the floor to collect any debris which has been removed
from under the skirting boards

Storage of Equipment
Buffers should never be stored with the pad and base plate still
fitted
Buffers will be safety checked and damp wiped after use
Buffing pads are washed and hung out to dry.
Buffers are stored in the upright position
Recap
Protective clothing is worn when using the buffer
Buff the edges of the room first and then the middle
Make sure the cable is behind you at all times
Make sure that the equipment is safety checked and damp wiped before
and after use
Buffer is stored in the upright position with base plate balanced on top of the
machine
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

Service level Required

Customer Experience

All floor surfaces shall be free

from debris, clean and dry.
Floors must be safe and not
slippery. Particular care is to be
exercised when staffs are still
on the premises

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints

Wet floors shall be sign-posted

and trailing cables and open
sockets shall be made safe.
Surfaces shall be maintained
to preserve the existing state of
condition and appearance

Safe use of electricity ensure that

we work safely and follow good
health and safety practices
ensuring everyones safety in the
workplace

Clean materials and well

maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring the we continue to be
famous for providing great service
Customers see us as professional
knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

7. B1 Suction Cleaning
Standard Operating Procedure (1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Prior to using the vacuum cleaner you must check that there is a valid
PAT test date, the plug is intact and that there is are no bare wires or
electrical tape on the flex. The bag and filter also need checking as a
blocked filter can cause the vacuum to overheat. At the end of the task
the listed safety checks should be completed to ensure that the
machine has not been damaged whilst you have been using it
Check the hose for blockages
Check the height of the beater bar
This also ensures that the equipment lasts longer making us more
profitable if the equipment is clean and well maintained
A PAT test register must be listing all machinery
Only trained employees use electrical equipment
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and will be in good state of repair
Personal Protective Equipment
All employees are provided with gloves and these should be worn at all
times when using chemicals or handling vacuum cleaner bags and
filters For example gloves and goggles should always be used when
using the vacuum cleaner as you hands could come into contact with
dust and bacteria that could harm your skin or eyes if you come into
contact with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care

Service level Required

Customer Experience

Well maintained equipment

presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers

Standard Operating Procedure (2/3)

B1 Suction Cleaning

Service level Required

Customer Experience

Service Delivery
Before plugging a machine into a socket, the socket should be in the off
position. When unplugging a machine after use the socket should be
switched off before the machine is unplugged from the wall
Wearing gloves pick up all of the large items of rubbish and place in a
bin bag
The cable should be behind you at all times so you cannot trip over it
Vacuum the outside edges of the room
Vacuum the middle of the room using overlapping passes working your
way back towards the exit
Busy traffic areas for example doorways the carpet should be
vacuumed with the pile and then against the pile to lift the pile of the
carpet

All floor surfaces shall be free

from debris, clean and dry.
Floors must be safe and not
slippery. Particular care is to be
exercised when staffs are still
on the premises

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints

Storage of Equipment
Vacuum cleaners will be safety checked and damp wiped after use
Rubbish will be disposed of in the appropriate manner
Dust pan and brush cleaned and then stored according to colour coding
guidelines

Wet floors shall be sign-posted

and trailing cables and open
sockets shall be made safe.
Surfaces shall be maintained
to preserve the existing state of
condition and appearance

Clean floor with no build up of dirt

around the edges of the floor
Safe use of electricity ensures
that we work safely and follow
good health and safety practices
ensuring everyones safety in the
workplace
Clean materials and well
maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring we continue to be
famous for providing great service
The machines last longer making
us a more profitable company
and more competitive in providing
excellent standards of service
delivery

Standard Operating Procedure (3/3)

B1 Suction Cleaning

Service level Required

Customer Experience

Recap
Protective clothing is worn when using the vacuum cleaner

Barrier matting, both fixed and

leased, is well maintained and
kept clean, thus ensuring a
positive impression to visitors
and users.
There should be no
accumulation of dirt on the
mat, around the edges of the
mat or underneath in the mat
well.
This is only applicable to
buildings which are fitted with
barrier mats

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Vacuum the edges of the room first and then the middle
Make sure the cable is behind you at all times
Make sure that the equipment is safety checked and damp wiped before
and after use
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

8. C2 Wall Washing
Standard Operating Procedure (1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed safety signs are
displayed in prominent areas and in good state of repair
Personal Protective Equipment
All employees are provided with gloves which should be worn at all
times when using chemicals For example gloves and goggles should
always be used when using the buffer as you hands could come into
contact with dust and bacteria that could harm your skin or eyes if you
come into contact with them

Our customers are aware that

you are working in the area and
will be safe

Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care

Our customers are not breathing

harmful fumes

Service Delivery
All electrical sockets must be covered with masking tape. Taping the
socket from bottom to top.
Dust the wall from bottom to top including the skirting board

Our customers property will not

get damaged by ensuring that we
pay attention to detail

Wearing the correct PPE presents

a professional image to our
customers

Standard Operating Procedure (2/2)

C2 Wall Washing

Service level Required

Customer Experience

Service Delivery (cont)

Place plastic sheeting under the bucket to protect the carpet
Apply the chemical to the cloth and wipe the wall in systematic figure of
eight overlapping passes from bottom to top. The bottom of the wall is
dirtier than the top and needs more chemical contact time
Reapply the chemical to the cloth as necessary
Remove the chemical with clean water and a clean cloth from top to
bottom in systematic figure of eight overlapping passes
With dry hands remove the masking tape from the electrical sockets
There should be no visible run marks on the wall and the skirting boards
should be clean and free from dust

Our customers property and

themselves will not get over
sprayed by the chemicals

Storage of Equipment
Clear colour coding of equipment must be adhered to
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top.
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace

Recap
Protective clothing is worn when wall washing

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Always tape up electrical sockets

Make sure that the equipment is washed thoroughly after use
Make sure that chemicals are diluted in accordance to manufacturers
guidelines
Make sure that there are no accidents to colleagues or customers and also
to property and our customers are delighted with our service

9. D1 Dust, Damp Wipe, Wash and Polish

Standard Operating Procedure (1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs are clean and in good state of repair and placed in
prominent areas
Personal Protective Equipment
All employees are provided with gloves which should be worn at all
times when using chemicals as hands could come into contact with dust
and bacteria that could harm your skin or eyes if you come into contact
with them

Our customers are aware that

you are working in the area and
will be safe

Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care

Our customers are not breathing

harmful fumes

Wearing the correct PPE presents

a professional image to our
customers

Standard Operating Procedure (2/3)

D1 Dust, Damp Wipe, Wash and Polish

Service level Required

Customer Experience

Service Delivery - Dusting

Fold the duster into thirds and then in thirds again so that all of the
surface area is used.
Dust the surface starting with the outside edges first and then dust the
middle turning your cloth if you need to, using systematic figure of eight
Overlapping passes to remove any surface dirt and dust
Dust the legs and sides of the object from top to bottom

Only clear areas of desk-tops

may be cleaned and cleaning
Operatives must not move or
remove papers left on desktops. It is expected that every
month Nationwide staff will be
requested to clear their desk
surfaces so that
Carillion can provide a
thorough clean to desk
surfaces

Our customers are not breathing

in harmful dusts

Service Delivery Damp Wipe/Wash

Place plastic sheeting under the bucket to protect floor surfaces
Apply the chemical to cloth do not spray chemical onto surface.
Wipe around the edges of the furniture first and then the middle using
figure of eight systematic overlapping passes
Apply the chemical to the legs and side of the object from bottom to top
Reapply the chemical to the cloth as necessary
Remove the chemical using a clean cloth and rinse water
The chemical should be removed from the edges first and then the
middle. The legs and side of the object should have the chemical
removed from top to bottom
Service Delivery Polish Application

Before polish application the surface that needs to be polished should

be completely dry
Spray the polish onto a clean duster
Apply the polish to the outside edges of the surface first and then apply
polish to the middle of the table using systematic figure of eight
overlapping passes
Apply polish to the sides and legs of the furniture

Telephones to be cleaned and

sanitised as required.
Responsible for the cleaning of
glazed pictures, picture frames,
mirrors, glazed notice boards,
display cases and bookcases

Our customers property will not

get damaged by ensuring that we
pay attention to detail
Our customers property and
themselves will not get over
sprayed by the chemicals

Our customers property and the

customer will not get sprayed by
the chemicals
Our customers are not breathing
in harmful chemicals

 Buff all of the areas where you have applied polish to a high sheen
Standard Operating Procedure (3/3)
D1 Dust, Damp Wipe, Wash and Polish

Service level Required

Storage of Equipment

To ensure that no unpleasant

smells are inhaled by the
customer

Buckets, cloths and dusters should be thoroughly washed. Buckets

stored upside down to air dry with the cloths and dusters hung over the
top.
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Recap
Protective clothing is worn when using when dust, damp wiping, washing or
polishing any surface
Always start with the edges, working your way into the middle
Make sure that the equipment is thoroughly washed before and after use

Colour coding ensures that

customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Blinds and Curtains
Where applicable these should
be cleaned using an
appropriate methodology
where they are washable or
aired (or dry cleaned, if
appropriate) periodically to
remove dust where they are
not washable.

Never sniff duster to see which duster has had polish applied to it
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

Customer Experience

Where curtains are removed

for cleaning at approved
premises, they must be
replaced until they are
returned.
The cleaning of curtains shall
be programmed within the
helpdesk system and agreed
with Nationwide prior to
carrying out the work.
The cleaning of window blinds
shall be included at regular
intervals in order to maintain a

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

clean and tidy appearance.

The frequency of window blind
cleans shall be determined by
Robinson Services to
achieve the necessary
standard of cleanliness

10. D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture
Standard Operating Procedure (3 of 3)

Service level Required

To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals must have a manufacturers label clearly displayed

Cleaning standards
Hygiene Areas Standard IV

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas, they will be clean and in
good state of repair
Personal Protective Equipment
Check your hands for any open cuts or wounds before putting on your
gloves and cover the open cuts or wounds with a waterproof plaster as
you could come into contact with infectious diseases
For example gloves and goggles should always be used when using the
buffer as you hands could come into contact with dust and bacteria that
could harm your skin or eyes if you come into contact with them
All employees are provided with gloves and are worn at all times when
using chemicals
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care
No chemical fumes present in the area where cleaning is in progress

Robinson Services will identify

by colour code all equipment
and material used in the toilets.
These items are never used
outside these areas.

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service
Our customers are aware that
you are working in the area and
will be safe

Wearing the correct PPE presents

a professional image to our
customers

Our customers are not breathing

harmful fumes

Standard Operating Procedure (2/3)

D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture
Service Delivery
Clearly displayed cleaning in progress sign
Place a sign on the door informing customers that the toilets are being
service and that a janitor who is not the same sex as the toilet being
cleaned is present (if applicable)
Turn off the water to the urinals if you can
Empty all waste bins and remove chewing gum and other waste from
urinals with litter pickers
Flush the toilet with the lid down to minimise splashes and push the
water back beyond the U bend with the toilet brush
Apply toilet cleaner to the urinal and toilets
Apply disinfectant to the dirty areas first. This includes the door locks,
toilet roll holder, the base of the toilet, the flush. Tiles around the toilet,
the cistern, toilet seat and lid and finally the toilet brush holder. Spray
the outside of the urinal, tiles around the urinal and the floor around the
urinal.
Spray the clean areas starting with the sink, taps, tiles around the sink,
soap dispenser, hand drier or hand towel dispenser and finally the
handle on the exit door of the toilets
Using a yellow/blue cloth and water from the taps in the sink wipe the
exit of the toilets, the hand drier/towel dispenser, the soap dispenser,
the tiles around the sink, the inside of the sink and the taps, rinsing your
cloth our regularly
Using a red cloth and red bucket rinse the door locks, toilet roll holder,
the base of the toilet, the flush, tiles around the toilet, the cistern, toilet
seat and lid and finally the toilet brush holder. Rinse the outside of the
urinal, tiles around the urinal and the floor around the urinal
Scrub the inside of the toilet with the toilet brush and flush with the lid
down to avoid chemical splash back
Scrub the inside of the urinal with the toilet brush or scouring pad and
rinse the toilet cleaner away

Service level Required

Cleaning standards
Hygiene Areas Standard IV

Customer Experience

Walls, doors, cubicle partitions

and surfaces shall be washed
by a disinfectant solution
regularly.

Toilets are cleaned to a hygienic

standard

Towel holders/dispensers must

be clean, dry and free from
dust, marks and smears with
clean towels fitted.
The external surface of hand
dryers must be clean, dry and
free from smears.
All sanitary ware, including
showers, shower heads, sinks,
wash basins, baths, WC bowls,
seats, covers, hinges, tops,
undersides, rims, taps,
overflows, outlets, chains,
plugs, urinals, brushes, toilet
roll holders, tiled surfaces,
splash backs and vanity units
must be free from accumulated
scum, grease, hair, scale, dust,
soil, spillages and removable
stains.

Respect and courtesy is shown at

all times when customers are
using the toilets whilst they are
being serviced
Attention to detail Is paid to
ensure that consumables are
restocked
The customer should never
comes into contact with any
cleaning materials which could
harm them

Service level Required

Service Delivery (3/3)
D3 Cleaning Toilets, Wash Hand Basins, Urinals and Washroom Furniture

Turn on the water supply to the urinal where applicable

Restock the toilets roll, soap and paper towels
Clean the mirrors
Report any faulty fixtures or fittings for example broken toilet seats
Sweep and mop the floor as per task A2 Single Solution Mopping
Remove gloves and wash hands. Replace any plasters that you are
wearing
Waste is removed according to the customers waste disposal guidelines

Customer Experience

Soap dispensers must be filled,

operating correctly with clean
nozzles, and the external
surfaces must be clean dry and
free from smears. Solid bars of
soap must be clean and
replaced as necessary. All
toilets, bathrooms and shower
rooms shall be kept fully
stocked with supplies and shall
be made available at all times.
Mirrors must be clean and free
from smears.

Storage of Equipment
Clear colour coding of equipment is adhered to
Buckets and cloths should be thoroughly washed. Buckets stored
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Gloves are washed and colour coded for toilet cleaning
Recap
Protective clothing is worn when cleaning toilets, wash hand basins, urinals
and washroom furniture
Make sure that open wounds are covered
Make sure that clear colour coding is in place so that cross contamination
cannot occur
Make sure that consumables are restocked regularly
Make sure that the equipment is washed thoroughly before and after use
Make sure that chemicals are diluted in accordance to man. guidelines
Report anything which may cause harm to both us and our customers
Make sure that there are no accidents to colleagues or customers and also

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Customers see us as professional
knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

to property and our customers are delighted with our service

11. A5 Spray Buffing

Standard Operating Procedure (1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Employees must be trained to use electrical equipment
Prior to using the buffer you must check that there is a valid PAT test
date, the plug is intact and that there is are no bare wires or electrical
tape on the flex. PAT test register is kept listing all machinery
At the end of the task the listed safety checks should be completed to
ensure that the machine has not been damaged whilst in use
Select the appropriate colour buffing pad. The darker the colour the
more abrasive the pad
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable if the equipment is clean and well maintained
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in a good
state of repair
Personal Protective Equipment
All employees are provided with gloves and should be worn at all times
when using chemicals or handling pads and base plates of buffers
For example gloves and goggles should always be used when using the
buffer as you hands could come into contact with chemicals and dust
that could harm your, skin or eyes if you come into contact with them

Service level Required

Customer Experience

Well maintained equipment

presents a professional image to
our customers enabling us to
deliver great service
Our customers are not breathing
harmful fumes

Our customers are aware that

you are working in the area and
will be safe

Wearing the correct PPE presents

a professional image to our
customers

Standard Operating Procedure (2/2)

A5 Spray Buffing
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care
Service Delivery
Before plugging a machine into a socket, the socket should be in the off
position. When unplugging a machine after use the socket should be
switched off before the machine is unplugged from the wall.
Spray a small area close to the floor with the floor maintainer.
Spray buff the outside edges of the area that you have sprayed first and
work towards the middle of the area
Wipe any overspray off the skirting boards with a clean damp cloth
Start at the furthest point away from the door and working towards your
exit
The cable should be behind you at all times so it cannot come into
contact with the pad
Cables are placed behind you and not over your shoulder as you may
strangle yourself or receive an electric shock if the buffer becomes
faulty
Stop and unplug the machine to check the pad and turn the pad if it is
dirty, halfway through the task
Mop sweep the floor to collect any debris which has been removed from
under the skirting boards
Electrical machinery is clean, well maintained, PAT tested and in good
state of repair, only trained operators use the machines
The machine should never be left unattended

Service level Required

Customer Experience
Our customers are not breathing
harmful fumes

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints
Safe use of electricity ensure that
we work safely and follow good
health and safety practices
ensuring everyones safety in the
workplace

12. C3 Window Cleaning

Standard Operating Procedure ( 1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making we more
profitable and also if the equipment is clean and well maintained
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
For example gloves and goggles should always be used when cleaning
windows as your hands could come into contact with dust and bacteria that
could harm your skin or eyes if you come into contact with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Service Delivery
Apply the cleaning solution to the window using a ferret or a dolly
Use extension poles for windows that you cannot reach. This will allow
safe and easy access
Give the cleaning solution enough contact time to break down the dirt
Remove the cleaning chemical from the window using overlapping
figure of eight passes ensuring that the windows are smear free using
the extension pole for areas that you cannot reach
After each overlapping pass wipe the excess water off your blade

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service
Our customers are aware that
you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers
Our customers are not breathing
harmful fumes
Window cleans is agreed twice
per annum within the scope of
work.
We will clean all internal and
external glazing, internally and
externally to those premises
where this service applies. All
properties where a cleaning
service is

Customers have clean windows

which makes a more pleasant
environment for the customer to
work in

Wipe the window frames and ledges to remove excess water

Check the windows for run marks and smears

Standard Operating Procedure (cont)

C3 Window Cleaning (2/2)
Storage of Equipment
Clear colour coding of equipment is adhered to
Buckets, cloths, ferrets and blades should be thoroughly washed.
Buckets stored upside down to air dry with the cloth and ferret hung
over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas

Provided shall have internal

window cleaning provided as
part of the contract.
Service level Required

Customer Experience
To ensure that no unpleasant
smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace

13. E1 Stain Removal

Standard Operating Procedure (1 of 2)
To ensure that cleaning procedure and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making we more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
For example gloves should always be used when using spot and stain
remover or chewing gum remover as your hands could come into contact
with dust that could harm your skin or eyes if you come into contact with it

Our customers are aware that

you are working in the area and
will be safe

Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care

Our customers are not breathing

harmful fumes

Stain Removal Statement

Wearing the correct PPE presents

a professional image to our
customers

I do not have to recognise or identify the stain

I do not have to use a neutral detergent or high alkaline detergent
I do not have to use acetic acid for tannin stains
I understand the effects of organic solvents on synthetic materials
Standard Operating Procedure (2/2)
E1 Stain Removal
Service Delivery
Identify the stain that needs to be removed
Remove as much of the stain as possible by absorption, scraping or
abrasion
Use water to try to remove the stain before any chemicals are applied
Carry out a spot test in an unnoticeable area before using any stain
remover on a stain
Spray the stain remover onto the stain and allow the stain remover
contact time to break down the stain
With a small scrubbing brush clean from the outside of the stain to the
centre of the stain so that the stain does not spread
Regularly check that the stain remover is having an effect on the stain
Rinse the surface with water and blot dry using a white cloth or white
paper towels
Check to ensure the stain has been removed. If the stain is still present
repeat the above stages
Once the area is dry and the stain has been removed vacuum the
carpet
Storage of Equipment
Buckets and cloths should be thoroughly washed. Buckets stored
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Chemicals should be stored with the spray switched to the off position
Recap
Protective clothing is worn when window cleaning

Service level Required

Responsible for the removal of

stains from all carpeted areas
within the portfolio.
All cleaning operatives must be
trained in the required
techniques to remove all stains
/ spillages and must use only
manufacturers recommended
chemicals and methods at all
times.

Customer Experience
The customers floor surface is
clean at all times and by putting
up a barrier in the area dirt will
not be walked onto the wet area.
Stain free floor service present a
professional image to our
customers clients and visitors.
This ensures everybody keeps
their customers and we really do
work as one team with one aim
keeping 100% of our customers.

We must ensure that every

possible precaution is taken to
prevent cleaning operatives
from damaging the carpet.

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Graffiti or staining of the
building fabric removal will be

Customers see us as professional

knowledgeable and aware of and

Make sure that the area is barriered off where you are working
Make sure that the windows are not streaky and ledges and sills are free
from debris
Make sure that the equipment is washed thoroughly after use
Make sure that chemicals are diluted in accordance to manufacturer

an additional service and will

be on a works quotation basis.

practicing good Health and safety

processes to ensure a clean and
safe working environment

14. E3 Cleaning Personal Computers

Standard Operating Procedure ( 1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
All chemicals have a manufacturers label clearly displayed

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good
state of repair
Personal Protective Equipment
All employees are provided with gloves
Gloves are worn at all times when using chemicals For example gloves and
goggles should always be used when using the buffer as you hands could
come into contact with dust and bacteria that could harm your skin or eyes
if you come into contact with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care

Service level Required

Customer Experience

All IT equipment (including

PCs, VCRs, photocopiers, fax
Machines, TVs, printers, etc) is
excluded from the scope of the
cleaning activities in this
contract, except where this is a
specific requirement identified.
IT equipment is sensitive to
dust, water and silicone based
Spray polish. It is therefore
important that cleaning
operatives prevent water or
spray polish coming into
contact with such equipment
during the performance of their
duties.

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe

Wearing the correct PPE presents

a professional image to our
customers

Our customers are not breathing

harmful fumes

Standard Operating Procedure (2/2)

E3 Cleaning Personal Computers
Service Delivery
Switch off the PC and VDU at the mains and unplug from the sockets if
the customer has given you permission
Ask the computer user to remove and CDs and DVDs from the area
that needs to be cleaned
Water and electricity should not come into contact at any time
Remove any surface dirt and debris from the keyboard by using a mini
vacuum or a soft small paint brush
Remove surface dirt from the screen by dusting with a non linting dry
cloth
Apply the cleaning solution to the cloth. Wipe the keyboard keys with a
damp cloth
To clean in between the keys use a cotton bud which is damp with the
cleaning solution
Wipe the computer base with a damp cloth if it is unplugged from the
main electrical supply if easily accessible
Replace any CDs or DVDs that have been moved
If you switched off the computer and unplugged it, plug the computer in
Storage of Equipment
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas
Recap
Protective clothing is worn when cleaning computers
Always seek the customers permission to switch off and unplug the PC
Makes sure that you replace everything that you may have moved off the
desk so the customer is satisfied and not concerned about their property
Make sure that the equipment is washed thoroughly after use
Make sure that chemicals are diluted in accordance to manufacturer guide

Service level Required

Customer Experience
Our customers property will not
get damaged by ensuring that we
pay attention to detail
The computers are hygienically
clean and minimises the risk of
users becoming ill, therefore
ensuring their health, safety and
welfare in the workplace
Computer cleaning is carried out
causing minimal disruption to the
user

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
Customers see us as professional
knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

15. E4 Cleaning Lifts

Standard Operating Procedure (1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making we more
profitable and also if the equipment is clean and well maintained
Prior to using the vacuum cleaner you must check that there is a valid
PAT test date, the plug is in tact and that there is are no bare wires or
electrical tape on the flex. The bag and filter also need checking as a
blocked filter can cause the vacuum to overheat. At the end of the task
the listed safety checks should be completed to ensure that the
machine has not been damaged whilst you have been using it
Check the hose of the vacuum cleaner for any blockages
Check the height of the beater bar to ensure that it is suitable for the
floor surface that you are vacuuming
All chemicals have a manufacturers label clearly displayed
A PAT test register is kept listing all machinery
Only trained employees use electrical equipment
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
Ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
All employees are provided with gloves
Gloves are worn at all times when using chemicals For example gloves and
goggles should always be used when using the chemicals and the vacuum
cleaner as you hands could come into contact with dust and bacteria that
could harm your skin or eyes if you come into contact with them

Service level Required

Customer Experience

Well maintained equipment

presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers

Standard Operating Procedure (2/3)

E4 Cleaning Lifts
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Service Delivery
Refer to the tasks A1, A2, C2 and B1 when cleaning lifts
Isolate the lift with the doors open so that you are not working in a
confined space and that the lift is safe for you to clean
Select the correct cleaning materials for the surfaces in the lift after you
have identified what the dirt is in the car, on the handrails, doors and
control
buttons
Clean the sides of the lift using the C2 Wall Washing Standard
Operating Procedure
Clean the floors, depending in the floor covering using the Standards
Operating Procedures for tasks B1 Suction Cleaning, A1 Mop Sweeping
or A2 Single Solution Mopping
Clean the doors both inside and out to remove any marks and
fingerprints
Clean around the tracks of the doors and door frames removing all of
the dirt and dust
Vacuum clean the floor tracks to remove dirt and dust
Be careful not to press the call button on the control panel
Return the lift to being in use and switch off the isolating switch
Storage of Equipment
Clear colour coding of equipment is adhered to
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean/dirty areas

Service level Required

Customer Experience
Our customers are not breathing
harmful fumes

Where passenger lifts are

installed, the internal cleaning
must take place at a time
which will minimise
inconvenience to Nationwide
staff working within the building

The safety of our customers is

very important and isolating the
lift ensures that the customer
does not come into contact with
chemical fumes in a confined
space
The control buttons in the lift are
hygienically clean and minimises
the risk of users becoming ill,
therefore ensuring their health,
safety and welfare in the
workplace
Lift cleaning is only performed
when we will cause minimal
inconvenience to the customer

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health and safety

Standard Operating Procedure (3/3)

E4 Cleaning Lifts

Service level Required

Customer Experience

Storage of Equipment (cont)

Vacuum cleaners will be safety checked and damp wiped after use
Rubbish will be disposed of in the appropriate manner, according to the
customers waste disposal procedures
Dust pan and brush cleaned and then stored according to colour coding
guidelines

Clean materials and well

maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring we continue to be
famous for providing great service
The machines last longer making
us a more profitable company
and more competitive in providing
excellent standards of service
delivery

Recap
Protective clothing is worn when cleaning lifts

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Always seek the customers permission to isolate the lift

Make sure that the equipment is washed thoroughly after use
Make sure that chemicals are diluted in accordance to manufacturers
guidelines
Make sure that the vacuum cleaner is safety checked and damp wiped
before and after use
Make sure that there are no accidents to colleagues or customers and also
to property and our customers are delighted with our service

16. F1 Litter Picking

Standard Operating Procedure ( 1 of 2)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using
This also ensures that the equipment lasts longer making us more profitable
and also if the equipment is clean and well maintained
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
All employees are provided with gloves
High visibility vests will be worn at all times to enable you to be seen
these should always be worn when litter picking as your hands could
come into contact with dust and bacteria that could harm your skin or
eyes if you come into contact with them
You will need to be seen as you will be working outside where there are
vehicles
Service Delivery
Barrier off the area where you are working so that vehicles, employees
and customers can clearly see where you are working
Any contaminated waste for example needle sticks must be clearly
marked. Call a colleague to bring the sharps bin and dispose of the
needle stick following the Standard Operating Procedure for task F4
Bodily Fluids and Sharps
Litter pick all flowerbeds, hedgerows, grass verges etc
Place litter in designated sacks and sharps in a rigid container
Place sacks in a skip or the customers designated area
Wash hands thoroughly after litter picking

Service level Required

Customer Experience

Well maintained equipment

presents a professional image to
our customers enabling us to
deliver great service
Our customers are aware that
you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers

Entrances, car parks, paving,

paths, steps, ramps, walkways,
terraces, ledges, signage, fixed
seating, lighting columns and
bollards and the outside
premises must be maintained
so that no debris, litter,
cigarette ends, chewing gum,
dirt, bodily fluids, spillages or
stains are apparent after
cleaning. Disinfectant may be

Our customers property is clean

and tidy and presents a
professional to everybody who
enters the site
The property is free from food
pests and vermin and ensures a
healthy safe place for our
customers to work

Standard Operating Procedure (2/2)

F1 Litter Picking

used where appropriate.

Service level Required

Storage of Equipment
Sharps bins should be stored in a locked storage area and disposed of
appropriately
Litter pickers and bins should be thoroughly washed on a regular basis

Recap
Protective clothing is worn when litter picking
Make sure that needle sticks are stored in sharps bins
Make sure that the equipment is washed thoroughly after use
Make sure that only foot is placed in hedgerows when litter picking
Make sure that you wash your hands after litter picking
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

Customer Experience

Needle stick boxes ensure that

customers do not come into
contact with any harmful bacteria
or contaminated ensuring their
health, safety and welfare in the
workplace
All waste bins are to be
emptied and replaced in their
original locations.
Any areas protected by
security screening, netting or
protective cages may have the
Protection removed temporarily
to remove debris, dirt, dust and
litter. The protection must be
replaced to the original
standard prior to invasion.
Nationwide shall identify the
boundaries of the external
areas to be cleaned.
COSHH requirements are to
be complied with at all times

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

17. F4 Body Spillages and Sharps

Standard Operating Procedure (1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
Bodily fluids spill kits are provided to clean bodily fluid spills
All chemicals have a manufacturers label clearly displayed

The Yellow Safety Signs

Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good
state of repair
Personal Protective Equipment
All employees are provided with gloves, gloves and goggles should always
be used when using chemicals as they could harm your, skin or eyes if you
come into contact with them
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Service Delivery
Check hands for any open cuts or wounds. Cover any open cuts or wounds
with a waterproof dressing before wearing gloves
Where all protective clothing provided in the spill kit
Remove any sharps or needles with a litter picker or grips from the sharps

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Bodily fluids spill kits ensure that
consumables are not disposed of
ensuring that the customer gets
great service and saves money
on consumables
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service
Our customers are aware that
you are working in the area and
will be safe

Wearing the correct PPE presents

a professional image to our
customers
Our customers are not breathing
harmful or unpleasant fumes

box
Standard Operating Procedure (2/3)
F4 Body Spillages and Sharps

Service level Required

Customer Experience

Service Delivery (continued)

Absorb any liquids using the granules or another absorbent material
and scoop up as much of the contamination as you can using a scoop,
scraper or absorbing as much as you can with paper towel
Spray disinfectant over the area and leave enough contact time for the
chemical to work
Mop/wipe the area and rinse clean
Repeat as necessary to remove any stubborn residual body fluids
Give the area a final rinse and dry
Put all of the soiled materials and PPE in the clinical waste bag and
seal the bag
Wash your hands thoroughly and replace any plasters that you may be
wearing
Appropriate colour coding must be used
The sharps box is always placed on the floor when you are putting
contaminated items into it
Bacteria are destroyed or the numbers are reduced to a safe level by
giving the chemical contact time
All contaminated items are sent for incineration

The customer does not come into

contact with any harmful bacteria
or diseases

Storage of Equipment
Clear colour coding of equipment is adhered to
All equipment used for bodily fluids and sharps removal should be
placed in a clinical waste bag and incinerated
Litter pickers must be disinfected before you use them again

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace
To ensure that the customer does
not come into contact with

Standard Operating Procedure (3/3)

F4 Body Spillages and Sharps
Recap
Make sure that sharps are never put into general waste
Make sure chemicals are diluted according to the manufacturers guidelines
Make sure that you wear all of the protective equipment provided
Make sure that you dispose of the bodily fluids and contaminated items in a
designated area for clinical waste
Disinfect litter pickers after use
Make sure sharps are placed in an appropriate container
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints

Service level Required

needles which may cause injury

and disease
Customer Experience
Customers see us as professional
knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

18. A15 Cleaning Stairs, Landings, Balustrades, and Handrails

Standard Operating Procedure ( 1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
This also ensures that the equipment lasts longer making us more
profitable and also if the equipment is clean and well maintained
Prior to using the vacuum cleaner you must check that there is a valid
PAT test date, the plug is intact and that there is are no bare wires or
electrical tape on the flex. The bag and filter also need checking as a
blocked filter can cause the vacuum to overheat. At the end of the task
the listed safety checks should be completed to ensure that the
machine has not been damaged whilst you have been using it
Check the hose of the vacuum cleaner for any blockages
Check the height of the beater bar
All chemicals have a manufacturers label clearly displayed
A PAT test register is kept listing all machinery
Only trained employees use electrical equipment
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
All employees are provided with gloves
Gloves and goggles should always be used when using the chemicals
and the vacuum cleaner as you hands could come into contact with
dust and bacteria that could harm your skin or eyes if you come into

Service level Required

Customer Experience

To ensure that no potentially

harmful fumes are inhaled the
customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers

contact with them

Standard Operating Procedure (2/3)
A15 Cleaning Stairs, Landings, Balustrades, and Handrails
Ventilation
Windows or doors need to be opened wherever possible to ensure that you,
and your colleagues do not breathe harmful fumes when working, you have
a duty of care
Service Delivery
Check the stairs, landings, balustrades and handrails for any chewing
gum and remove the chewing gum with a scraper or chewing gum
remover following the steps in E1 Stain Removal
Pick up any large items of litter
If the stairs have a hard surface sweep the stairs from top to bottom
starting with the edges and corners and working your way into the
middle of the stairs
If the stairs are carpeted you can use a vacuum to remove surface dirt
and dust. The vacuum cleaner could be below you are above you
depending on where your power supply is
Damp wipe the balustrades and skirting boards. The bucket placed on a
landing behind your line of work, water must be changed once it
becomes dirty
When mopping the stairs mop from top to bottom paying attention to
corners, edges and nosings, nosings, edges and corners are free from
dust and debris
Wipe any runs that may occur straight away, there should be no run
marks on any surfaces
All skirting boards are wiped to remove chemical build up, dust, dirt and
debris
Ensure that the floor is not over wet, the floor should not be sticky
when dry due to overuse of chemicals
Storage of Equipment
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective

Service level Required

Customer Experience
Our customers are not breathing
harmful fumes

Our customers can see that we

pay attention to detail
The stairs dry quickly and our
customers will not slip on a wet
floor therefore we adhere to
Health and Safety standards
Fit and healthy cleaning
operatives are adhering to
manual handling regulations by
only cleaning a manageable area
Mopping and vacuuming is
carried out without damaging any
other floor surfaces ensuring that
we treat our customers premises
with courtesy

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into

colours for example all red cloths stored together, all blue buckets
stored together to prevent cross contamination of clean/ dirty areas
Standard Operating Procedure (3/3)
A15 Cleaning Stairs, Landings, Balustrades, and Handrails

contact with any harmful bacteria

Service level Required

Customer Experience

Storage of Equipment (cont)

Vacuum cleaners will be safety checked and damp wiped after use
Rubbish will be disposed of in the appropriate manner
Dust pan and brush cleaned and then stored according to colour coding
guidelines

Clean materials and well

maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring we continue to be
famous for providing great service
The machines last longer making
us a more profitable company
and more competitive in providing
excellent standards of service
delivery

Recap
Protective clothing is worn when cleaning stairs, landings, balustrades and
handrails

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Make sure that the equipment is washed thoroughly after use

Make sure that chemicals are diluted in accordance to manufacturers
guidelines
Make sure that the vacuum cleaner is safety checked and damp wiped
before and after use
Make sure that there are no accidents to colleagues or customers and also
to property and our customers are delighted with our service standards

19/20. A6 & A7 Stripping, Drying and Reapplying Emulsion Polish

Standard Operating Procedure (1 of 4)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Prior to using the buffer and wet pick up you must check that there is a
valid PAT test date, the plug is intact and that there is are no bare wires
or electrical tape on the flex. The blade and float also need to be
checked on the wet pick up. At the end of the task the listed safety
checks should be completed to ensure that the machine has not been
damaged whilst you have been using it
Select the appropriate colour buffing pad. The darker the colour the
more abrasive the pad
This also ensures that the equipment lasts longer making us more
profitable if the equipment is clean and well maintained
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
All chemicals have a manufacturers label clearly displayed
A PAT test register is kept listing all machinery
Only trained employees use electrical equipment
The Yellow Safety Signs
Will be placed wherever you and colleagues are cleaning or working to
ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
For example gloves and goggles should always be used when using the
buffer and wet pick up machine as your hands could come into contact with
chemicals and dust that could harm your, skin or eyes if you come into
contact with them

Service level Required

Customer Experience

No potentially harmful fumes are

inhaled by the customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

you are working in the area and
will be safe
Wearing the correct PPE presents
a professional image to our
customers

Standard Operating Procedure (2/4)

A6 & A7 Stripping, Drying and Reapplying Emulsion Polish
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care
Air circulating helps the floor to dry more quickly
Service Delivery
Before stripping the polish off from the floor, cover any surfaces which
you do not wish to over spray with polish with plastic sheeting, and
masking tape the sheets down
Apply the stripper to the edging tool and remove the polish from the
outside edges of the area. Allow the chemical enough contact time
Wipe any excess stripper off the skirting boards so that you do not have
a build up of chemical
Apply stripper to the middle of the floor using a mop. Allow the chemical
enough contact time
Scrub the floor with the buffer to remove the polish working your way
around the edge into the middle of the floor using figure of eight
overlapping passes
Pick up the excess stripper with the wet pick up machine working from
dry to wet so that you do not walk on a wet floor
Only remove the polish in small manageable areas
Repeat until all of the polish has been removed
Do not allow the slurry (removed polish) to dry on the floor
If using standard stripper neutralize the floor area with vinegar
Once the polish has been removed the floor is unprotected and will
mark easily so ensure that your shoes have clean soles
Check the floor is dry and clean before applying the polish
Apply the polish to the outside edges of the room and allow to dry
before applying polish to the rest of the floor
Wipe any over spray of polish off the skirting boards

Service level Required

Customer Experience
Our customers are not breathing
harmful fumes

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints
Safe use of electricity ensure that
we work safely and follow good
health and safety practices
ensuring everyones safety in the
workplace

Standard Operating Procedure (3/4)

A6 & A7 Stripping, Drying and Reapplying Emulsion Polish

Service level Required

Customer Experience

Apply the polish with a mop using figure of eight systematic over
lapping sweeping passes. Do not polish the edges of the area
Buff the floor in between layers of polish as per task A4
Wait until the polish has dried before applying the second layer. The
second layer of polish needs to be weaved in the opposite direction to
the first coat
Allow the second layer of polish to dry and apply a third coat if
necessary
Mop sweep the floor if necessary as per task A1
Remove the plastic sheeting once the polish has dried
Cables are placed behind you and not over your shoulder as you may
strangle yourself or receive an electric shock if the buffer becomes
faulty
Buffer is under control at all times
Electrical machinery is clean, well maintained, PAT tested and in good
state of repair
Only trained operators use the machine
Storage of Equipment
Buffers should never be stored with the pad and base plate still fitted
Buffers will be safety checked and damp wiped after use
Buffing pads are washed and hung out to dry
Buffers are stored in the upright position
Wash out the wet pick up, wipe the blade and rinse the float
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas

Clean materials and well

maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring we continue to be
famous for providing great service
The machines last longer making
us a more profitable company
and more competitive in providing
excellent standards of service
delivery

Standard Operating Procedure (4/4)

A6 & A7 Stripping, Drying and Reapplying Emulsion Polish

Service level Required

Customer Experience

Storage of Equipment (cont)

Clear colour coding of equipment is adhered to
Buckets and cloths should be thoroughly washed. Buckets stores
upside down to air dry with the cloth hung over the top
Equipment should all be colour coded and stored in their respective
colours for example all red cloths stored together, all blue buckets
stored together etc to prevent cross contamination of clean areas and
dirty areas

To ensure that no unpleasant

smells are inhaled by the
customer
Colour coding ensures that
customers do not come into
contact with any harmful bacteria
ensuring their health, safety and
welfare in the workplace

Recap
Protective clothing is worn when using the buffer and wet pick up

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Make sure that you remove polish from the edges of the room first
Make sure that you cross weave the polish
Make sure that you do not allow slurry to dry on an unprotected floor
Make sure the cable is behind you at all times
Make sure that the equipment is safety checked and damp wiped before
and after use
Buffer is stored in the upright position with base plate balanced on top of the

machine
Wet pick up is washed and dried after use
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints.

Sop 21. M1 Machine Scrubbing and Drying (with a wet suction machine)
Standard Operating Procedure (1 of 3)
To ensure that cleaning procedures and training are carried out to the
standards required by Robinson Services and the British Institute of
Cleaning Sciences (BICSc)
Equipment
Prior to using the machine you must check that there is a valid PAT test
date, the plug is intact and that there is are no bare wires or electrical
tape on the flex. All aspects of the machine must be inspected prior to
use. At the end of the task the listed safety checks should be completed
to ensure that the machine has not been damaged whilst you have
been using it.
Select the appropriate colour buffing pad. The darker the colour the
more abrasive the pad
This also ensures that the equipment lasts longer making us more
profitable if the equipment is clean and well maintained
All of the equipment that is provided will be checked and washed before
using so that chemicals are not mixed together by accident.
If chemicals are mixed together they can give off potentially harmful
fumes which could be inhaled
All chemicals have a manufacturers label clearly displayed
A PAT test register is kept listing all machinery
Only trained employees use electrical equipment
The Yellow Safety Signs

Service level Required

Customer Experience

No potentially harmful fumes are

inhaled by the customer
Well maintained equipment
presents a professional image to
our customers enabling us to
deliver great service

Our customers are aware that

Will be placed wherever you and colleagues are cleaning or working to

ensure health and safety regulations are followed
Safety signs displayed in prominent areas and are clean and in good state
of repair
Personal Protective Equipment
For example gloves and goggles should always be used when using
machine as your hands could come into contact with chemicals and dust
that could harm your, skin or eyes if you come into contact with them

Standard Operating Procedure (2/3)

M1 Machine Scrubbing and Drying (with a wet suction machine)
Ventilation
Windows or doors need to be opened wherever possible to ensure that
you, and your colleagues do not breathe harmful fumes when working,
you have a duty of care
Air circulating helps the floor to dry more quickly
Service Delivery
Ensure that the machine is unplugged from the charging source
Inspect the machine for any obvious signs of damage before use
Condition the machine and ensure that all fluid levels are correct for
optimum use
Ensure that the appropriate brush/ pad is suffice for the surface that is
to be cleaned
Ensure that the anti - splash is secured correctly
Ensure that the battery life is sufficient for the task
Once the machine is turned on set the appropriate level of fluid flow that
is required
Move the machine around the floor area maintaining a constant speed
that is suffice to allow the machine to scrub and dry effectively
Continue to monitor progress of the floor surface at all times to is
ensure the desired effect is achieved

you are working in the area and

will be safe
Wearing the correct PPE presents
a professional image to our
customers

Service level Required

Customer Experience
Our customers are not breathing
harmful fumes

Electrical machinery does not

interfere with customers day to
day business ensuring we work
together as one team and there
are no customer complaints
Safe use of electricity ensure that
we work safely and follow good
health and safety practices
ensuring everyones safety in the
workplace

Standard Operating Procedure (3/3)

M1 Machine Scrubbing and Drying (with a wet suction machine)

Service level Required

Customer Experience

Storage of Equipment
Machines should never be stored with the pad and base plate still fitted
Brush/ pads will be safety checked and damp wiped after use
Brush/ pads pads are washed and hung out to dry
Machines are stored in the upright position
Ensure waste fluid tank is emptied and any residue removed from within
After use checks to ensure no obvious damage must be completed
Ensure that the machine is safely put on charge if needed

Clean materials and well

maintained machines ensure that
they last longer and provide a
better service to the customer
ensuring we continue to be
famous for providing great service

Recap
Protective clothing is worn when using the machine

Customers see us as professional

knowledgeable and aware of and
practicing good Health and safety
processes to ensure a clean and
safe working environment

Make sure before use checks are carried out

Make sure fluid levels are correct

The machines last longer making

us a more profitable company
and more competitive in providing
excellent standards of service
delivery

Make sure that water flow is correct

Make sure that end of use checks are carried out
Make sure that the machine is stored safely
Make sure that there are no accidents to colleagues or customers and also
to property and there are no customer complaints.