MOST FREQUENTLY ASKED QUESTIONS
Q. Are you paying too much for your cleaning services?
In this challenging economic climate, we recognise that clients are concerned about maximising value for money. Our Client charge rates are highly competitive thanks to our commitment to systematically reduce expenses while still maintaining the quality in our services that clients expect.
Our focus is on minimising without impacting on quality and performance: Eliminating unnecessary energy costs by removing unused equipment, turning off lights and computers at night , continuously reviewing suppliers’ prices to obtain the best possible prices, avoiding frequent small orders for efficient stock control and a ensuring an innovative approach to your periodic deep cleaning and window cleaning. An effective employee rewards programme and regular training in essential skills are combined to improve performance and productivity.
Q. Will you keep the same cleaners if awarded the cleaning contract?
In line with TUPE Transfer of Undertakings (protection of employment) Regulations 1981, existing staff, whether employed directly or through a third-party, transfer under their existing terms and conditions of employment. Calabash Group will consult with the transferring staff to ensure the handover is as seamless as possible.
Existing staff are re-trained, supported and evaluated. In many instances, staff have been let down by factors such as: lack of management support, lack of and/or unsuitable/ineffective cleaning materials, poor training, no training and miscommunication. We can remedy this. Over time, it is also possible to change relevant terms and conditions subject to negotiation and giving the applicable notice, which may include changes to hours worked, the timing of the service provided and methods of operation.
Calabash Group will always replace staff producing substandard work, having been given the appropriate training and tools to provide an excellent service – our duty is to our client and to the other members of the team who perform to professional standards.
Q. When will I see an area manager? I’ve not seen one in ages?
We provide a high ratio of managers to contracts, approximately one for every 30 contracts depending on their size, ensuring our managers have more time to spend on site. Our managers are also assigned smaller geographical areas – reducing travelling time to allowing more site visits. Area Manager site visits are as frequent as each customer requires, usually monthly. These visits are supported by additional visits from the Regional Managers who set the frequency of visits with the Client, perform spot checks and oversee site auditing.
Q. Are there formal procedures in place to ensure pro-active management services and efficient communication between cleaners and the client?
Calabash Group conforms to BS EN ISO 9001: 2015, the accreditation for Quality Management. Our cleaners have a site folder on each site containing telephone numbers for both their assigned Area Manager and their regional office. All staff have induction training and ongoing training programmes. Training records are signed by our staff and their managers and then kept securely on site with a copy held at our offices. We place a communications book on site for your use and our managers all have smart phones to receive your instructions by email or phone.
Q. Are vetting processes carried out on your staff?
At Calabash Group, we know that effective recruitment & vetting processes re essential to a professional cleaning company. We pride ourselves on recruiting all our staff through a rigorous HR process, for example, ensuring our candidates have:
- Valid passport or ID
- Visa or work permit endorsed
- National Insurance Number
- Police registration (student visa only)
- Proof of address of utility bill
- Work reference
This benefits our clients in the following ways:
- Assurance all our on-site staff have the right to work in the UK
- We know who our staff are and where they live
In addition, we carry out Disclosure and Barring Service (DBS) checks for staff in schools or nursing homes or when specifically requested.
Q. How do you cope with absenteeism and holidays?
Scheduled absences such as holidays, and unplanned absences, are covered by other staff working at the same site where possible by paying them the extra shift allowance – alternative site trained cleaning staff also help provide cover when needed. Holidays are pre-booked to avoid multiple absences, giving Site Managers and off-site Area Managers time to plan effective cover.
Q. We sometimes have communication problems talking to cleaners?
Calabash Group employ many differing nationalities from all over the world. We aim to recruit staff that have some spoken English and are normally allocated work in team environments without major health and safety issues. Our multilingual Area Managers speak Spanish, Portuguese, Polish, Italian, French, Lithuanian and Bulgarian. Health and Safety notices, induction forms and Risk Assessments are translated as required.
Q. How does your company deal with complaints?
As a BS EN ISO 9001 company, we have a rigorous and approved complaints procedure that is audited annually by an external auditor. This system records, escalates and tracks complaints until resolved and signed off by our Senior Management.
Q. Do your staff wear uniforms and do they have photographic ID badges?
All staff receive a free uniform. We provide tabards, polo shirts, t-shirts, trousers, skirts, safety boots, high visibility vests/jackets, hard hats, protective glasses and any other uniform or PPE as required on site. Uniforms carry the company logo and photographic ID badges are issued. Uniforms are renewed frequently to ensure our staff are smartly attired and easily identifiable on site.