Cleaning Service Provider Handbook
Click here to access Final Walkthrough
Contents List
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- Cleaning Checklists
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- Getting jobs through the app/portal
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- Getting jobs through text message
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- Getting jobs through email
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- Service Timing
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- When you should contact us
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- Video tutorials – Cleaning
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- What Equipment should you have?
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- Customer Feedback and Star Ratings
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- Removal from the network
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- Quality Control and Spot Checks
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- Cancellations and Changes
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- Insurance
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- Damage
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- Photographs
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- Keys
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- Travel and Parking
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- Terms and Conditions
Please add the following contacts to your phone/email:
UC Job Alert (Through App or Email only)
UC Support: 09 242 0740
Email: hello@urbancare.co.nz
Cleaning Checklists
Getting jobs through the app/portal
Click here for App download instructions
Most bookings are automatically allocated through our portal. Please use the portal or app to see the new jobs in your area. Click on the jobs to see the job details and number of hours. Check your availability and travel time – if the job does fit into your schedule, hit the “Interested” button and wait for our response.
For urgent jobs, UrbanCare sends an SMS to all Service Providers in the service area. This message provides booking details.
For example, you could receive: “New Job UY11927: Auckland – 2br 1bth, Regular clean, 2.5hrs. Tuesday @7.30am. Avail?”
Check your availability – if the job suits you please respond via text including the job number, eg “UY11927 Yes available” or ignore the text.
Getting jobs through text message
For urgent jobs, UrbanCare sends an SMS to all Service Providers in the service area. This message provides booking details.
For example, you could receive: “New Job UY11927: Auckland – 2br 1bth, Regular clean, 2.5hrs. Tuesday @7.30am. Avail?”
Check your availability – if the job suits you please respond via text including the job number, eg “UY11927 Yes available” or ignore the text.
Contacts:
Please add the following contacts to your phone/email:
UC Job Alert (Through App or Email only):
UC Support: 09 242 0740
Email: hello@urbancare.co.nz
Getting jobs through email
At the end of most days, we send a list of all open jobs via email. Please check your availability and respond via email if you are available for a job. Please remember to include the job number!
Once you have been allocated a job you will receive a confirmation email with the full job details, contact details and any access instructions.
Service Timing
You MUST be On time, every time!
Providers are expected to arrive on time and remain to service the property for the duration of the allocated booking time. If you are running late, please call UrbanCare, and we will let the client know.
When you should contact us
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- If you’re running late do not call the customer. Please call Urban Care on 09 242 0740 and we’ll call the customer and let them know.
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- If you find on your walkthrough that the number of rooms does not match the quote, or if the job seems different from what you expected
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- If you find on your walkthrough that there is pre-existing damage
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- If you find on your walkthrough that the property is in poor condition
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- If you have any issues on the job e.g. damage or injury
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- If the customer has additional requests that are not part of the original booking
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- If you’re having trouble accessing the property or finding adequate parking
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- If you need to reschedule or cancel a booking
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- If you are experiencing technical issues with the APP and can’t see your confirmed booking
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- If you are in an emergency situation, especially when attending to a booking
Video Tutorials
What Equipment should you have?
You must take a full cleaning kit on every job. At a minimum, your cleaning kit should include:
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- Vacuum
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- Mop and bucket in good condition
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- Cleaning product and cloths
Customer Feedback and Star Ratings
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- Urban Care holds an average Customer Rating of 4.5 stars, and we expect all Service Providers to uphold that minimum average.
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- After every job we ask our customers to rate their service and provide feedback; we will send this to you via email.
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- If you receive negative feedback, our Support team will contact you to let you know the details and ask questions about the job.
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- If the negative feedback is due to failure on the part of the Service Provider, you may be required to attend to reclean the area free of charge, you may negotiate a partial or full refund. In the case of serious failures, a strike will be issued
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- Should you fail to maintain a 4.5*average or receive 3 strikes, you will be removed from the system
Removal from the network
Urban Care only works with businesses of the highest professional standards, and we offer our customers a 100% customer service guarantee.
Businesses face removal from our system if they do not meet these standards. This includes:
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- Poor quality of service
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- Ongoing negative feedback from customers
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- Consistently bad timekeeping
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- Cancellations as a result of poor service or poor behavior
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- Approaching customers to work directly
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- Breach of the Urban Care Code of Conduct
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- Attending a job without your ID card
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- One of your team members attending a job without an ID card
Quality Control and Spot Checks
We have a team of Quality Control Officers whose job is to ensure Urban Care’s high standard of work is being met.
Our QC officers will visit you on the job at least once every 3 months. They’ll walk through the property, run through the checklist, and give the service an overall rating. It’s also a great opportunity to ask any questions you might have!
Spot Checks will be contacted at random and without warning. QC officers will attend your job to ensure:
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- Providers have arrived and/or leave on time
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- All Providers onsite have an Urban Care ID card
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- Providers are dressed appropriately have the necessary equipment
Cancellations and Changes
The UC Cancellation Policy was established to protect both providers and consumers from the inconvenience of last-minute booking changes.
We charge the client a fee (and pass it onto our Service Providers) if they cancel within 12 hours of the booking. If you cannot gain access to a job, please call us and remain onsite until instructed to leave. We should be able to pay your travel costs, but please remain onsite.
Any changes or cancellations made by the Service Providers within 24-hours of the booking will incur a 2-hour penalty fee and strike. Cancellation of an ongoing booking will always incur a 1-hour fee.
Damages & Insurance
Your business is liable for any damage that you cause on-site. Please do a pre-clean walk-through to look for damage before you start a clean, photograph (upload under your app) any marks or scratches, and call us on the number below. This can be covered under Company Insurance but the provider needs to incur the excess fee of $500.
Photographs
Before and after photographs are compulsory on all End Of Lease and Spring Clean jobs.
Please ensure that you photograph any pre-existing damage, or if you cause any damage to any bookings.
Keys
The exchange of keys with a customer is a private agreement between you and them. It is your responsibility to return the key when the job comes to an end.
Travel and Parking
Urban Care never pays for parking. Please check the job address to see if there is street parking.
Often customers give tips on parking near their home, these can be found in the access instructions on most bookings. Or customers arrange the car park for you unless they advise the company to charge on their Credit Card.
Urban Care Code of Conduct
Urban Care maintains a very high standard of behavior, with reliability, quality, and professionalism at our core. We expect all Service Providers on the network to uphold this standard when representing Urban Care. Please ensure you are familiar with the Urban Care Code of Conduct
Terms and Conditions
By accepting any booking offered to you by Urban Care, you agree to the Service Pro Terms & Conditions – available HERE and to Urban Care’s service agreement available here;