Kevin McCabe of Clear Building Management offers advice on what to include in your cleaning and maintenance contracts to ensure a consistent approach that is understood by all.
When taking over a new block, managing agents almost always inherit contracts from the previous property management company. In our experience however, we have found it rare to get details of all the contractors’ responsibilities – especially when it comes to cleaning and grounds maintenance.
This lack of clarity can lead to confusion for leaseholders about what the contractor has been instructed to carry out, and some contractors may not complete all the requirements previously agreed.
We have found over the years that standardising contracts is key to delivering an excellent property management service. Here’s what we include, and how we work with our contractors to create a positive and long-lasting relationship.
What to Include in a Standard Contract
We always kick off proceedings with our standard contracts template. This will initially include all customary requirements and best practices that you would expect from a quality contractor, such as:
- Satisfactory financial and background checks
- Evidence suitable qualifications, trade association memberships and demonstrate previous experience
- Supply a courteous, trustworthy and experienced workforce
- Comply with all health and safety codes and regulations and supply an up-to-date copy of their Health & Safety policy
- Have a clear Equality & Anti-Discrimination policy
- Ensure that staff wear uniforms and carry ID at all times
- Agree not to park in any residents’ parking space and keep disruption to an absolute minimum
- Only carry out work during reasonable working hours (except emergency repairs)
- Commit to responding to all requests for quotes and work orders within a prescribed timeframe
- Not sub-contract any jobs without prior written approval
- Maintain suitable Public Liability Insurance cover
- Maintain adequate Employers Liability Insurance cover
- Demonstrate that all work completed provides value for money and indemnify the client in full against all charges and expenses arising from claims which may be made against them as a result of the work carried out
- Agree that no rebates, commissions, over-riders or any other inducements are to be made to the managing agent or any of its management, employees, suppliers or contractors
- Offer their keenest pricing, and pass on any volume discounts and the like to the quotation
From here, through having conversations with leaseholders and directors, we can add more specific responsibilities relating to cleaning and maintenance services, or remove them if they’re not necessary at that site; being as precise as possible at this stage can help avoid any confusion.
This communication ensures that leaseholders are getting the service that they want to receive, that suppliers will work to the standards that you and your residents require, and it also confirms that everyone is on the same page with what is to be expected of the contractor.
Making Price Comparisons a Breeze
Having a standard list of requirements in place also enables managing agents and RMCs to complete a true, like-for-like comparison between maintenance contracts.
Without a standard list, price comparisons can be much trickier; many contractors fail to provide a full breakdown of their services, so it can be tough to see exactly where the bulk of your budget is being spent.
Not Just a One-Way Street
At Clear Building Management, we rely heavily on our contractors, and we value their contribution to delivering a good experience to our customers. As part of our commitment to our contractors we will never allocate maintenance or cleaning work orders where there are no funds for the works being requested, and we commit to settling all invoices promptly.
The contract also provides a prudent opportunity for you to set out this information, so the contractor knows what they can expect from you in return for their commitment.
As a managing agent we never forget that we are spending other people’s money. As part of this, it’s our job to not only get the best possible deal but also the best possible value – and this generally means choosing the best person to do the job, whether it’s cleaning the windows or undertaking complex emergency works.
If you think your managing agent could be doing a better job of your maintenance programme then please do talk to the team at Clear Building Management.
