What should you ask a commercial cleaning company before you sign?
Ask questions that reveal how the service will be managed after the start date. A good commercial cleaning company should explain the written scope, attendance checks, supervision, cover, quality checks, communication route and pricing inclusions before you commit to the contract.
A cleaning contract can look tidy on paper and still fail in practice. We see the gap most clearly when a quote lists tasks, but says little about who checks attendance, who supervises standards, who covers absence and who owns a problem when standards slip.
Good questions are practical tests, not procurement theatre. Before signing a cleaning contract, you want clear answers that can be written into the proposal, service specification or cleaning schedule, so performance expectations do not depend on memory or goodwill.
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The first questions should define the cleaning scope, frequency and proof of cover
Two cleaning quotes can look similar until one leaves out washroom supplies, periodic tasks, equipment or cover. Price only means something once you know exactly what the contractor is including and what remains your responsibility.
Use these first questions to pin down the basics before the conversation moves into contract terms.
- What exactly is included in the cleaning specification? A credible answer should name the areas, tasks, surfaces, cleaning frequency and any written exclusions. A vague line such as office cleaning leaves too much room for later disagreement.
- How have you decided the cleaning frequency? Good frequency is based on how your premises are used, the number of people on site, opening hours, washroom demand and areas with heavier use. A copied schedule from another building is a poor basis for your contract.
- Who supplies products, equipment and consumables? The proposal should state whether the contractor brings cleaning products and equipment, and whether items such as washroom supplies are included. If these costs sit outside the quote, you need to know before comparison.
- Which periodic tasks are included or priced separately? Carpet cleaning, high-level cleaning, floor care and window cleaning can sit outside the daily cleaning schedule. A clear proposal separates routine cleaning from planned periodic work.
- How will out-of-hours access be handled? London offices and managed buildings often need cleaning outside normal business hours. The contractor should explain keys, alarms, access instructions and who is authorised to enter.
- Can you show appropriate insurance cover? A contractor that employs staff should be able to show Employers’ Liability insurance from an authorised insurer. GOV.UK states that employers must have at least £5 million of this cover as soon as they become an employer.
- What will be written into the proposal or contract? Verbal assurances are weak. We would expect the scope, frequency, inclusions, exclusions, access details and service standards to be captured in writing before work begins.
Scope is where many later arguments start. If a reception floor is cleaned daily but internal glass is monthly, the contract should say that clearly, because both sides then know what good service looks like.
Reliability depends on attendance checks, supervision and absence cover
A cleaning contract is tested when the regular cleaner is off sick, the supervisor is busy or a small issue repeats. Reliability comes from attendance checks, named supervision, planned cover and a clear route for correction.
Ask how the contractor knows the cleaner attended, how the work is checked and who acts when something is missed. The answer should describe an operating routine, not a promise to care.
| Risk area | Weak answer | Credible answer |
|---|---|---|
| Attendance | We trust our cleaners to turn up. | Contracted hours are checked through an attendance process, with exceptions followed up. |
| Supervision | A manager visits when needed. | A named supervisor or manager reviews the site, checks standards and records issues. |
| Quality checks | We have high standards. | Cleaning checks use a schedule, inspection notes and corrective actions where work falls short. |
| Complaints | You can send us a message. | Concerns go to a clear contact, are acknowledged, investigated and followed up. |
| Absence cover | We will try to send someone else. | Sickness and holiday cover are planned through trained cover staff or supervisors where required. |
At Clenova, we use management oversight, digital time and attendance monitoring, regular site inspections and quality checks to keep a contract accountable. Those systems matter because cleaning failures rarely come from one missed bin or one dusty desk; they come from repeated small gaps that nobody owns.
An operations manager should be able to read the contract and know who checks the work, who receives the issue and what happens next. Without that chain, you end up managing the contractor instead of the premises.
The safest answers make training, vetting and site access specific
Generic phrases such as trained staff and checked cleaners do not tell you enough. The safer answer explains what training applies to your site, which checks are relevant and how access to the building is controlled.
The training answer should name the actual site risks
Training should match the products, equipment and tasks used at your premises. For cleaners, that includes site induction, safe product use, colour coding, protective equipment, spillages, storage and emergency procedures.
COSHH means Control of Substances Hazardous to Health, and it applies where cleaning chemicals or other hazardous substances are used. The Health and Safety Executive says a COSHH assessment should identify harmful substances through labels and safety data sheets, consider exposure and set the right controls.
A weak answer says that everyone is trained. A useful answer explains how cleaners are shown the site, which products they use, what protective equipment is required and what they do if a spillage or accident occurs.
The DBS answer should match the role and site
DBS checks are not a blanket requirement for every commercial cleaner. The useful question is whether the contractor understands what level of check, if any, is suitable for your premises and the role being performed.
Basic DBS checks have no eligibility requirement, but GOV.UK makes clear that employers are responsible for checking whether a role is eligible before applying for standard or enhanced DBS checks. Asking for a higher-level check where the role does not qualify can be unlawful and may breach the Data Protection Act 2018.
For offices, schools, healthcare settings, embassies, data-sensitive sites and managed buildings across London and Greater London, the right answer may differ. The contractor should match vetting, identification and access procedures to the site. They should not use one blanket phrase for every contract.
The access answer should cover keys, alarms and authorised staff
Out-of-hours cleaning depends on controlled access. Your contractor should explain how keys, alarm codes, fobs and access notes are stored, who can use them and how information is shared with authorised staff.
At Clenova, we treat site access as part of the service structure, not an afterthought. Keys and alarm details need clear controls, because the person cleaning the building may be arriving before your team starts work or after everyone has left.
Uniforms and identification also matter. They make it easier for your own staff, security or building management team to know who is meant to be on site and who is not.
The right cleaning contract makes price, communication and accountability clear
A cheap quote is not automatically a bad quote, but a thin quote is hard to judge. You need to know whether the price includes labour, supervision, cover, products, equipment, periodic work and the management time needed to keep standards steady.
A strong commercial cleaning proposal explains who your day-to-day contact is, how issues are raised, how concerns are investigated and how corrective action is agreed. Contract terms should also make the handover, access arrangements, notice period and service review process clear enough for both sides to manage the relationship without constant renegotiation.
One buying approach focuses on the lowest line price and deals with the missing detail later. Another approach compares the service structure first, including scope, attendance, supervision, cover, communication and accountability. Over a long-term contract, the second approach gives you far better control because the contractor has already explained how the service will be run, checked and corrected.
Frequently asked questions
Should office cleaners provide their own products and equipment?
The contract should say who provides cleaning products, equipment and consumables. Some contractors include them in the price, and others treat certain items as separate costs.
How often should an office be professionally cleaned?
Office cleaning frequency should match how the premises are used, including staff numbers, visitor traffic, washroom demand and opening hours. A fixed package is less useful than a schedule based on your actual site.
What should happen if my regular cleaner is off sick or on holiday?
The contractor should explain the cover arrangement before the contract starts. A credible plan names how trained cover staff or supervisors are used to protect continuity where required.
Are all commercial cleaners DBS checked?
No, DBS checks depend on the role and site requirements. A contractor should understand when a basic, standard or enhanced DBS check is suitable and avoid making blanket claims.
What makes commercial cleaning quotes hard to compare?
Quotes are hard to compare when they do not show what is included. Check contracted hours, supervision, products, equipment, periodic tasks, cover and response arrangements before judging value.
This is general information, not professional advice.