SLS - Service and Quality Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Personnel

Previous Audits

• Conduct a review of the actions from the previous Unit Compliance Audit conducted, and ensure all actions have been closed out as required or identify further support required.

• Have all actions from previous Unit Compliance Audit been completed?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

Receptions, Lobby's and Entrances

• Feedback Friday boxes & feedback cards visible at Reception and available

  Yes

  No

  N/A

• Are Departure Cards Issued, and evidence provided of them being passed to the Student Experience Manager for review and feedback to Senior Management Team?

  Yes

  No

  N/A

• Are the Reception, Lobby and Entrance(s) to the site clean in compliance with the contract cleaning standards?

  Yes

  No

  N/A

• Have the latest Company Policy Notices, HS&E Policy Statements, H&S Law Posters, Employers Liability Insurance, Crisis Management Policy, Health & Wellbeing Statement and other statutory notices been displayed in the appropriate staff/public areas?

  Yes

  No

  N/A

• Have the most recent DEC (Display Energy Certificates) been displayed in the public reception areas of the building as per legislation and company policy?

  Yes

  No

  N/A

• Are the signs, posters & information provision in notice boards up to date and relevant?

  Yes

  No

  N/A

Service Provision

• Please comment on any aspect, good or bad, relating to the customer service experience found on site from any member of the on-site team.

Cleaning Standards & Grounds Maintenance

• Carryout a review of the House Manager Weekly Audits, and ensure all actions have been closed out/addressed.

• Have all actions raised in the previous House Manager Weekly Audits been completed?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

Cleaning Inspection

• Conduct a random inspection of a chosen area within the building using the Essence Cleaning Standard Checklist - This will then be shared with both the House Manager and Operations Manager in conjunction with the Unit Compliance Audit report.

• Location Audited

• Floor - Polished

  Yes

  No

  N/A

• Floor - Non-Slip

  Yes

  No

  N/A

• Floor - Soft

  Yes

  No

  N/A

• Walls

  Yes

  No

  N/A

• Switches, Sockets & Data Points

  Yes

  No

  N/A

• Doors

  Yes

  No

  N/A

• Door Furniture

  Yes

  No

  N/A

• Low Surfaces

  Yes

  No

  N/A

• High Surfaces

  Yes

  No

  N/A

• Blinds/Curtains

  Yes

  No

  N/A

• Desks/Tables

  Yes

  No

  N/A

• Chairs

  Yes

  No

  N/A

• Fixtures & Fittings

  Yes

  No

  N/A

• Internal Glazing including partitions

  Yes

  No

  N/A

• External Glazing

  Yes

  No

  N/A

• Waste Receptaclesles

  Yes

  No

  N/A

• Handrails (including stairs)

  Yes

  No

  N/A

• Stair Risers/Noses

  Yes

  No

  N/A

• Telephones

  Yes

  No

  N/A

• Cabinets & Shelves

  Yes

  No

  N/A

• Computers

  Yes

  No

  N/A

• Under keyboards/phones etc.

  Yes

  No

  N/A

• Hand hygiene product dispensers

  Yes

  No

  N/A

• Mirrors

  Yes

  No

  N/A

• Toilets & Urinal

  Yes

  No

  N/A

• Hand Wash Basins

  Yes

  No

  N/A

• Bathrooms (Basins, baths and showers)

  Yes

  No

  N/A

• Pipe work

  Yes

  No

  N/A

• Consumables

  Yes

  No

  N/A

• Sinks

  Yes

  No

  N/A

• Cupboards

  Yes

  No

  N/A

• Work surfaces

  Yes

  No

  N/A

• Appliances

  Yes

  No

  N/A

• Cleaning cupboard

  Yes

  No

  N/A

• Cleaning Equipment

  Yes

  No

  N/A

• COSHH

  Yes

  No

  N/A

• Beds/Couches

  Yes

  No

  N/A

• Lockers/Tables

  Yes

  No

  N/A

• Television and other AV Equipment

  Yes

  No

  N/A

• Uniforms Clean & Work Correctly

  Yes

  No

  N/A

• Appropriate clean footwear

  Yes

  No

  N/A

• Hair clean & tidy

  Yes

  No

  N/A

• Minimum jewellery worn

  Yes

  No

  N/A

• No strong perfume/aftershave

  Yes

  No

  N/A

Health & Safety Audit

• Conduct a general Health, Safety & Environment inspection of core areas of the building ensuring all company H&S polices are complied with, including but not limited to COSHH, Fire Safety, PPE

• Are there any H&S issues to be raised?

  Pass

  Fail

  N/A

Grounds Maintenance Audit

• Is the general appearance of the grounds in and around the building in a good state of cleanliness?

  Yes

  No

  N/A

Staff Training

• Review the Staff Training Matrix with the House Manager in relation to staff associated with the site being audited.

• Is all relevant training up to date and/or complete?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

• Have all relevant e-learning courses been completed as applicable at the time of the audit?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

Fire Safety

• Is the Weekly Fire Test log up to date, and any actions raised in Global Maximo and completed?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

• Have the weekly/monthly Fire Safety Signage checks been completed by the House Manager?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

• Have all actions raised been logged on Maximo and been completed?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

First Aid

• Review the accident book and check that all information has been recorded, the report forwarded to the Operations Manager and any root cause analysis completed as required.

• Have all accidents been reported to the Operations Manager

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

• Have the monthly first aid kit checks been completed by the site team?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

• Have sufficient First Aiders been appointed to cover all hours of operation for the site?

  Yes

  No

  N/A

• Please identify any further support required by either the Business Support Manager, Operations Manager, Technical Operations Manager or Contract Director

Service Improvement Suggestions

• Is there evidence of use of the Innovation Board by Sodexo team members?

  Yes

  No

  N/A

• Prior to leaving site, please spend time with the On-Site team and gather information on any concerns, suggestions or innovative ideas the team may have on how we can improve the service delivered on-site or within the wider Sodexo business.

Confirmation & Completion

• Signature of the Site Representative

  Sign

• Signature of Auditor

  Sign