1. Policy Statement
Bash EcoCleaners Service Ltd is committed to providing cleaning services of the highest standard. Our Quality Assurance Policy ensures that every service we deliver meets or exceeds client expectations through robust quality management processes, regular inspections, and continuous improvement.
2. Quality Objectives
- Deliver cleaning services that consistently meet agreed service specifications and client expectations
- Achieve a client satisfaction rate of 95% or higher
- Resolve all quality complaints within 48 hours
- Conduct regular quality audits across all sites
- Continuously improve processes through feedback, training, and innovation
- Comply with all relevant legislation, regulations, and industry standards
3. Quality Management System
Our quality management system includes:
- Service Level Agreements (SLAs): Clear, documented specifications for each client detailing the scope, frequency, and standards expected
- Method Statements: Detailed procedures for each cleaning task, including the products, equipment, and techniques to be used
- Risk Assessments: Site-specific risk assessments completed before work commences
- COSHH Assessments: For all cleaning chemicals and substances used
- Cleaning Schedules: Task-by-task schedules aligned with SLA requirements
4. Quality Inspections & Audits
We conduct a structured programme of quality inspections:
- Routine inspections: Supervisors carry out weekly or fortnightly site inspections using a standardised checklist
- Unannounced spot checks: Random quality checks conducted by management to verify standards
- Client joint inspections: Scheduled walk-arounds with clients to review service quality and address any concerns
- Annual audits: Comprehensive quality audits covering all sites, processes, and documentation
All inspection results are documented, and any non-conformances are addressed through corrective action plans with defined timescales.
5. Staff Training & Development
Quality starts with our people. All cleaning operatives receive:
- Comprehensive induction training covering cleaning techniques, health and safety, COSHH, and customer service
- Site-specific training tailored to the client's requirements and environment
- Ongoing refresher training and skills development
- Assessment and competency checks during probation and periodically thereafter
- Opportunities for progression and training informed by recognised professional cleaning standards (e.g., BICSc)
6. Client Feedback
We actively seek and respond to client feedback through:
- Regular service review meetings (monthly, quarterly, or as agreed)
- Client satisfaction surveys
- Dedicated account management for contract clients
- 24-hour response commitment for quality concerns
All feedback is logged, reviewed by management, and used to drive service improvements.
7. Corrective & Preventive Action
When a quality issue is identified, we follow a structured corrective action process:
- Immediate action: Address the issue and re-clean if necessary within 24 hours
- Root cause analysis: Investigate the underlying cause of the issue
- Corrective action: Implement changes to prevent recurrence
- Follow-up: Monitor to ensure the corrective action is effective
8. Products & Equipment
We use only approved, professional-grade cleaning products and equipment. All products are:
- Assessed under COSHH regulations before use
- Eco-friendly and sustainable wherever possible
- Appropriate for the surfaces and environments being cleaned
- Stored, handled, and disposed of safely in accordance with manufacturer guidelines
9. Review
This policy is reviewed annually by the management team. Quality performance data, client feedback, and audit findings are used to inform updates and drive continuous improvement.
Last updated: April 2026