TABLE OF CONTENTS

CHAPTER 1 INTRODUCTION TO JBFIX

CHAPTER 2 EMPLOYEES

CHAPTER 3 QUALITY ASSURANCE

CHAPTER 4 REPORTING COMPLAINT

CHAPTER 5 ATTENDANCE

CHAPTER 6 OBJECTIVES

CHAPTER 7 SPECIFICATIONS

CHAPTER 8 WINDOW CLEANING

CHAPTER 9 FINANACIAL TURNOVER 2015

CHAPTER 10 KPI CHARTS

CHAPTER 11 DECLORATION OF HONOR

CHAPTER 12 TESTOMONIALS

CHAPTER 13 JBFIX DOCUMENTS

INTRODUCTION TO JBFIX LIMITED

Introduction JBFix Limited is a cleaning, gardening & maintenance company formed by Joanne Brunger a retired Police officer who

believes that hard work, high standards and excellent staff form the back bone of any company. Specialized in

commercial services, which includes:

Commercial Cleaning

Builders Cleans

Garden Maintenance

Waste Management

Property Maintenance

Gutter Clearance

Window Cleaning

Having years’ experience in the industry our cleaning company will clean top to bottom leaving your property sparkling

clean and refreshed, we can also attend to grounds all our gardeners are highly skilled and produce exceptional results

each and every time. Need something fixed? We also provide a professional tradesman to attend to any maintanance

issues, and holding a waste carrier license we can also dispose of any unwanted rubbish. We pride ourselves on being a

one stop shop for property management

We are also experienced in building cleans big and small having worked on many after build cleaning projects and we

understand that we need to be quick and efficient in order for you to successfully complete your construction site and

hand it over to the client. And beings we hold a waste carrier license, this enables us to clear the site free from debris.

We can provide cleaners who are fully trained and have CSCS cards. Builders cleans require specific products, tools and

techniques, we will bring everything we need with us to do the job - it is included in the price we will bring all necessary

Personal Protection Equipment (PPE) equipment. We are fully insured

Our main substantial contracts are cleaning/grounds, but we can offer partial packages on gardening, waste

management, window cleaning and property maintenance on blocks of flats, rental properties, schools and office

blocks.

Employee’s All staff work solely for JBFix, they are highly trained and focused on providing a high quality service and clear on

company values and professionalism

JBFix do not sub contract, all staff have been vetted, are highly trained and most importantly all reliable and

trustworthy. Their work is assessed on a monthly basis. Staff wear smart but practical uniforms, have sign written vans

and each carry smart phones or tablets, enabling them to be able to contact the office in order to report back with any

problems or issues they find if and when on site..

On all new contracts each cleaner is given a copy of the Cleaning Specification so that

they know all the areas to be cleaned. An induction program ensures staff understands

their roles, responsibilities and the organization’s values and goals and how these

contribute to providing quality services all of our cleaners are experienced with

demonstrated skills in cleaning work practices all are insured and have backup provisions

in place to make sure that no matter what might happen – you can rely on our cleaning

staff to be there and get your cleaning tasks done on time, Training is given to all staff for

new operations of equipment to ensure safe and correct use.

Even though the Head Office is based in Essex, staffs are employed in the local vicinity to the contracted site

Quality Assurance JBFix Limited will provide a cleaning service which will enable us to complete the cleaning of all

areas of your premises as defined under the scope requirements of the agreement, We take

quality control very seriously and our aim is to form lasting business relationships with our clients

by providing a consistently flawless service. To this end, you’ll find our staff exemplary and our customer service

first-rate.. All our products we use are environmental friendly

For quality control purposes pictures of the cleaning visit are emailed to the office to show the signing sheet, and overall

cleaning completion, these are held on file; in our experience carrying out this action helps us to assist with any queries,

issues or complaints, should they arise.

Complaints Procedure

If there is a complaint, the managing director Joanne Brunger, will be the direct point of contact in the first instance to

discuss any concerns, this will then become a priority and the site will be visited within 24 hours to discuss and resolve

any issues the customer may have. A report is subsequently filed once a satisfactory conclusion is met for all

concerned. The team member is then given any retraining necessary in order to assure no reoccurrence.

Attendance

All staff are instructed to contact the office first thing on arrival and then on departure

Objectives

Motivated individuals who take pride in their work.

Maintain a safe environment for staff and customers. friendly and reliable

Cost effective solutions and offer solutions that best suit each customer

Fully trained staff in all aspects of commercial cleaning services

All cleaners attending to builders cleans are trained and each holds a valid CSCS Card

24 hour response service

Awarded 5 stars cleaning of excellence

SPECIFICATION:

Clean communal door(s), door signage and door furniture (push/pull plates, handles, lettering, kick plates, step

guards, letterboxes) and door glass.

Check surfaces for chewing gum and remove if necessary

Wipe over entry phone unit and brass/door furniture (push/pull plates, handles, lettering, kick plates, step

guards, letterboxes, alarm panels

Shake out door mats and rugs

If there is a lift, pick up lift phone and check there is a dial tone and line connection

Remove junk mail from floors, pigeon, holes etc...

Wipe over lift doors, thresholds, mirrors, internal panels, emergency lift phone cupboard

Place notices on any items left in the communal areas, photograph items with notices affixed and email PM

stating: site and date

Remove to bin store any items left in common parts (provided a notice has been fixed to the item for at least 1

visit)

Sweep and wash hard floors/tiled areas

Vacuum clean carpeted floors & stairs

Remove dust from window sills, ledges, dado rails, pictures, skirtings, stair railings/balustrades, fire

extinguishers, mailboxes, grills, light switches, light fittings, emergency lights, lamp shades, smoke alarms, loft

hatches

Check walls to common parts for marks that can be removed, where possible remove

visible marks and photograph and report to Ringley marks that cannot be removed

Polish stained wood/brass hand rails and door thresholds

BICYCLE STORE & BIN STORES

Notify Property Manager of any rotten items

Disinfect the Bin Store

Photo and sent to Agent evidence of dumped items in or around the Store

Collapse rubbish & boxes and put in the bins provided

Clean Bin store doors, hinges & bin store locks

Advise if bin stores in urgent need of dis-infecting

Empty all cigarette waste vessels and wipe over at least fortnightly

Advise PM of anything broken, light fittings, smashed light switches, stuck push button light switches

Ensure all landlord letterboxes are checked / emptied at least fortnightly

Advise of doors that do not close properly i.e., hinge or frame damage or where door closers need adjustment

Place a notice on refuse sacks placed outside flats as these are a nuisance, smell and leave marks on the

carpets

Sweep out meter cupboards monthly, check for litter in the cupboards at least fortnightly

Advise of specialist light fittings that an electrician needs to attend to change dead bulbs

Advise of light fittings you cannot safely access to change bulbs where an electrician needs to attend to change

bulbs

Sweep out the bike stores

Advise of bulky items dumped, etc...

Advise of dead/abandoned bicycles

Advise of If there is lift, lift phones with no dial tone/connection

Advise of If there is fire extinguishers, fire extinguishers where service date has passed

Advise of If there is smoke alarms, smoke alarms that don't work after you have changed the battery

UNDERCROFT & PARKING AREAS

Photo and sent to Agent evidence of dumped items in or around the Store

Wipe over "plaques", development signs/name boards, block name signs, car park signs

Remove cobwebs/dust down porch/entrance

Sweep bin store and put strewn and overspill rubbish into bins provided

Check bin store for any bulky items dumped, etc... Report to (name of property manager) items that cannot be

put in bins provided

Check / test external lights by putting a cloth over the photocell / light sensor. Report to (name of property

manager) items that cannot be put in bins provided

ABSOLUTE REQUIREMENTS

You must use "warning wet floor signs" when you are washing any floors

You must ensure that cleaning cupboards are locked at the end of your visit

You must ensure that any cleaning products either left on site or in use are labelled appropriately to COSHH

requirements

Where use of a ladder is required to change light bulbs you must ensure that your staff have been trained on

working at heights

EXTERIOR

Wipe over "Ringley plaques", development signs/name boards, block name signs, car park signs

Remove cobwebs/dust down porch/entrance

Sweep/brush down entrance steps/ramps

Sweep bin store and put strewn and over spilt rubbish into bins provided

Check bin store for any bulky items dumped, etc... Report to (name of property manager)

items that cannot be put in bins provided

INTERIOR - CHECK & CLEAN IF NECESSARY / MINIMUM PREVENTATIVE CLEAN AS STATED

Remove cobwebs from ceiling-corners, high level ledges - minimum preventative clean/lapse 6 monthly

Dust apartment doors and frames as necessary - minimum preventative clean/lapse 3 monthly

Clean any mirrors in the common parts - minimum preventative clean/lapse - monthly

Wipe over stair nosing’s, door thresholds - minimum preventative clean/lapse – monthly

INTERNAL CLEAN

Each block would be cleaned in strict rotation on a weekly basis-1 clean per week but all foyers would be

checked daily for litter and leaflets etc.

Pick up litter, circulars and leaflets, together with old newspapers, in Communal areas and dispose of same

Thoroughly sweep/vacuum all internal surfaces to include under mats.

Main entrance doorway to ensure free of cobwebs

Wipe all internal handrails, balustrades, skirting and ledges. Wipe all sockets, switches, communal entry

systems, letterboxes and picture frames, lift doors and surrounds. Wipe all communal doorframes including

glass.

All points above to include staircases leading to car parks.

Spot clean walls and wash paintwork, as necessary.

Wash all communal entrance doors to include glass internally and externally.

Polish brass or other highly polished metal surfaces with suitable polish, clean all mirrors.

Thoroughly clean any communal areas that serve the block.

Empty any internal bins

Replacement of defective light bulbs to communal areas internally and externally, with the actual cost of such

bulbs is additional, but the labour cost being included in the quotation including cleaning shades accordingly,

half yearly basis.

Vacuum all main lobby areas, including mats. Clean lobby windows internally and externally and wash lobby

floors.

Keeping all dustbin areas clean and tidy, clearing all loose items of debris and placing in appropriate sacks for

collection.

Sweep bin stores and remove all litter on sight or more often as required.

NOTE: This does not include the removal of large items that cannot be placed in sacks for removal by refuse

collectors. Removal of such items is to be subject to instruction, an additional charge by the contractor and a

work order obtained. JBFiX do hold a waste carriers licence

Quarterly:

• Remove and clean all internal light fitting cover

Additional weekly:

• Testing of the fire alarm and/or light switches

• Removal of bulk items on site (communal areas and riser cupboards) for health and safety purposes.

• Replacement of legislative signing (e.g. fire doors keep closed, no smoking signs and items are to be removed on

sight).

Waste Management • Empty any internal bins • keep the dustbin area clean and tidy • Remove all litter on site as often as required. • Larger items can be removed by ourselves at an additional cost • We hold a waste carriers license.

Garden Services • Mowing lawn and Grass cutting • Hedge Trimming, Hedge Cutting and Shaping • Weed removal and treatments • General garden maintenance • Planting bulbs, flowers and trees • Removing and disposing of old or dead flowers • Overhanging branches pruned • Jet washing – paths, patios

Property Maintenance • Brickwork and ground works • Lighting issues • Redecoration Works • Lock issues and door closers • Moss and algae clearance • Gutter clearance • Minor Electrical works • Minor Plumbing works • Carpentry • Plastering

Heath and Safety

The policy of our company JBFix is to provide and maintain a safe and healthy workplace by ensuring that work equipment is safe and that a safe system of work is provided for all of our employees. We will also provide suitable and sufficient information, instructions training and supervision as is necessary to ensure the health and safety of our employees and this shall include suitable and sufficient welfare, sanitary and working facilities as required.

All employees at JBFIx have a duty to ensure that they work in a safe manner and that their acts or omissions do not cause harm to themselves or others in the vicinity. Employees will be encouraged to bring to the attention of the management any concerns regarding any health and safety issues.

JBFix recognises its duty of care towards others that are not in our employment. These people include; visitors and contractors who have reason to come into contact with our business activities and premises. These persons will be given suitable and sufficient information and instructions to ensure their health and safety. The actions of visitors and contractors will be controlled in such a way so as not to cause harm to our employees or themselves. For all staff that attending to builders cleans each will be fully trained and hold valid cards, each will wear required safety clothing and are all fully aware of site protocol.

JBFix also recognises the needs of those in our employment who carryout there duties on other sites such as local authority private land and premises etc. These persons shall be assessed and they will comply with the necessary site inductions and procedures. To ensure that the Policy is implemented and maintained so that JBFix keeps within the requirements of the Health and Safety at Work etc Act 1974 we have a staff member assigned to ensure that sufficient resources, both financial and physical are available so that the Policy and its arrangements can be implemented effectively.We believe that this Health and Safety Policy complies with the requirements of the Health and Safety at Work etc Act 1974 and will be subject to a regular review annually or when there are any significant changes

Asbestos Under The Health and Safety at Work Act 1974 Section 2: The Control of Asbestos Regulations 2006 (amended 2012): requires us to protect the health and safety of our employees and others who may be affected by our undertaking, whether the work is for us or not. Asbestos substances or materials will not be used handled or stored until a suitable and sufficient risk assessment has been carried out. The findings and content of the risk assessment will be communicated to all employees likely to come into contact with the substance. The person responsible for ensuring that a risk assessment has been undertaken and an Asbestos Survey or Register is obtained before any work is undertaken is the responsibility of: Joanne Brunger We recognise that Asbestos Exposure requires us to provide health surveillance of our employees. The level of health surveillance is dependent upon the level of exposure and the hazardous substance involved. This will be determined at the Asbestos assessment stage and form part of the control measures required.

Risk Assesment

The Management of Health and Safety at Work Regulations 1999, Regulation 3, requires that we must carry out a suitable and sufficient assessment of the health and safety risks to our employees whilst they are at work.

We will also consider those that are not in our employment who may come into contact with our business activities or premises. Before embarking on this task we need to have an understanding of the following:

A Hazard is something with potential to cause harm. The Risk is a measure of the likelihood that harm will be caused.

JBFIx will ensure that we carry out suitable and sufficient risk assessments of all the tasks and equipment connected with our business activities that are likely to present a significant risk of injury or ill health to our employees or others within our activities.

Risk assessment for Cleaning Staff

What are the hazards?

Who might be harmed and how?

What are you already doing What further action is necessary

Action by who /when

Contact with bleach and other cleaning/garden chemicals

Staff risks getting skin problems such as dermatitis, and eye damage, from direct contact with bleach and other cleaning chemicals, eg solvents and detergents. Vapour may cause breathing problems

. ■ Long-handled mops/brushes, and appropriate gloves, provided and staff trained in their use. ■ All staff trained in the risks, use and storage of cleaning chemicals and wear personal protective equipment as instructed. ■ Cleaning chemicals marked ‘irritant’ substituted, where possible, for milder alternatives. ■ Cleaning machines designed to minimise handling of cleaning chemicals. ■ Staff reminded to report any health problems they think may come from cleaning, and to check for dry, red or itchy skin on their hands.

Staff reminded to wash gloves and aprons after use

Quality Assurance Manager

Slips, trips and falls well lit.

Employees, contractors, residents and others might suffer sprains, fractures

■ The right cleaning equipment is used for the right job, and staffs follow safe systems of work. ■ Anti-slip matting at entrances. ■ Staff monitor entrances for wet floor surfaces walked in. safety cones to make aware of wet floors ■ Spillages cleared up immediately, according to agreed procedures, and the floor left dry. ■ Staff do not leave cleaning materials/equipment unattended. ■ Most cleaning machines used have no trailing cables. ■ For machines with cables, cleaners use socket nearest to where they are working and use hazard cones to warn others. Lighting illuminates ■walkways and stairs checked regularly by cleaner to ensure correct lighting in fully working – blown lamps etc replaced immediately, other faults reported to on-call electrician for repair

Staff made awareness of risk of slips and trips. Remind staff that, if appropriate, small spillages can be cleaned dry using absorbent paper towels. Cleaners reminded to wear sensible shoes, eg flat shoes with a good grip. Remind cleaners to report any uneven floor surfaces, loose stair railings

Quality Assurance manager Regular staff meetings and health and safety checks

Risk assessement for window cleaning

What are the hazards?

Who might be harmed and how? What are you already doing Control level risk

Action by who

Slips, Trips and Falls

Employee, public Risk of slipping on wet floor or tripping on the equipment. (e.g. ladders/hoses) left lying around.

■ Ensure barriers and/or warning signs used. ■ Store equipment tidily and out of the way.

2 JBFix

Falling from ladder/ Access Equipment

Employee ■ “Reach & Wash” system to be used from ground level where possible. ■ Full PPE to be used including harnesses, suitable clothing/footwear and hardhats when at heights. ■ Ensure operatives are competent working at height. ■ Weather conditions accounted for when working at height.

2 JBFix

Equipment falling from height

Employee, public ■ Equipment always attached to operator using ropes/harnesses.

2 JBFix

Equipment and Materials

Risk of Manual handling injury Incorrect lifting techniques.

■Utilise correct lifting procedures. 1 JBFix

Window Cleaning Risk Assessment RISK ASSESSMENT Assessment of Risks The objective of this Risk Assessment is to evaluate the risk whilst undertaking exterior cleaning Specific Risk Assessment This section identifies the specific risks involved and quantifies their likelihood based on the following table: * JBFiX Ltd considers 1 and 2 as the level of risk for normal controlled working conditions. Numeric Value Probability Description 5 Likely/frequent Has occurred frequently. Event only to be expected. 4 Probable Will occur several times. 3 Possible Could occur sometimes. 2 Remote Unlikely though conceivable.* 1 Improbable So unlikely that the probability of it occurring is close to zero.* Window Cleaning When it comes to window cleaning, the staff at Jbfix are experts in this field. With new and improved ways of making this job easier, we have now incorporated the revolutionary ladder less window cleaning technique, known as the water fed pole system. This practice allows the operative to work from the ground with telescopic poles, making previously inaccessible windows easy to reach. This system gives our staff the access to reach heights of up to 72ft without having to rely on any other equipment, though harness is saftety cheacked and avaialble if needed.

Financial Turnover for 2015- 2016 Since the first quarter as shown JBFix has continued to grow in all

aspects, the cleaning team has increased by 50%, gardening team

37% percent, due to winning new contracts and business expansion,

we will continue to recruit to ensure quality of service and the

capity of staff meets the growth in business and the requirements

needed.

In supporting the staff and business growth, new positions have

been appointed within the office, enabling all staff and clients the

support required and the continuation of providing quality

customer service.

Key Performance Indicators

KPIs based on our checks that are carried out regularly by management

KPI's for Cleaning Staff Excellent Good Average Poor

Cleaning Standard The standard of clean as observed on regular inspection this month is excellent, no issues to rectify. Always the same high standard.

The standard of clean as observed on regular inspection this month is very good, few issues to action. Usually a consistent high standard.

The standard of clean as observed on regular inspection this month is acceptable, few issues to action. Consistently to an acceptable standard.

The standard of clean as observed on regular inspection this month is below standard, numerous issues to rectify. Inconsistent, often a lot of issues to deal with.

Complaints We receive compliments from Customers and tenants but no complaints.

Very few complaints or none, from the customers or tenants.

Few complaints from the customers or tenants and promptly attended to.

Some complaints from customers or tenants.

Customer Service Individual cleaners go above and beyond the call of duty. High standard

Cleaners are proactive in offering service. High standard

Acceptable. Cleaners are polite and helpful. High standard

Needs improvement cleaners polite, but not very helpful. Poor

Presentation & Uniforms

All staff are well presented, in perfect uniform and equipped at all times.

All staff are well presented. Very high standard of uniforms almost all the time, few exceptions.

Occasional exceptions but promptly rectified. Overall acceptable.

Often a staff member unacceptable.

1stQuarter

2ndQuarter

3rdQuarter

4thQuarter

Employment Growth

Maintenance Office Gardening Cleaning

100%

0% 0% 0%

Presentation & Uniforms

Excellent

Good

Average

Poor

Charts demonstrate the KPI achieved in 2015- 2016

Testimonials View on Facebook·https://facebook/jbfix/ JB FIX Limited- commercial services 2 weeks ago JBFix Limited- Review: Thanks, knew I could rely on you. I have to say Jo I really find it such a pleasure working with you. It makes a difficult industry just that much easier to work in. Thanks JB FIX Limited- commercial services 3 weeks ago JBFix Limited- Review I have worked with Jo at JBFix for a number of years. We recently retendered and awarded a further cleaning contract to JBFix on a site which consists of 164 apartments. The level of cleanliness has significantly improved and although we have received no comments from residents, no news is always good news! We have a Building Manager on site who works closely with JBFix. The reporting of issues and photographic evidence is useful when dealing with difficult residents and the cleaner and building manager maintain a good working relationship. Hi Joanne, I didn’t even need to say we had changed cleaning companies! The residents have noticed a marked improvement so thank you so much it really is greatly appreciated and noticeable. -1st September 2015 Jo everything is looking superb at Dukes, thank you so much. The attention to detail is obvious and the standard is exceptionally high. - Thank you - 24th September 2015

Declaration of honor

As the Company continues to grow the staff at JBFix continue to expand, never will cuts be made that could compromise our quality of service, we have a responsibility to our clients to ensure that never happens.

Customer satisfaction is a key factor in JBFix, we understand the importance that a company expects from a service

provider. We look at each contract with individual care and attention, we offer solutions that suit the customer and not just a standard basic work ethic used for everyone. We are more

than confident in knowing JBFix has the resources that deliver the exact requirements and service that you are looking for. We only ever use the best products, ensuring all are environmental friendly and safe.

Staff that are fully trained in all areas and the continuation of training will always be put in place if and when required

79%

21% 0% 0%

Customer service

Excellent

Good

Average

Poor

80%

20%

Cleaning/garden standards

Excellent

Good

Average

Poor

92%

8%

Complaints

Excellent

Good

Average

Poor

Certificate of employess liability insurance

Waste Carrier Licence