Quality Standards and Policies
We make specific commitments about how we work — response times, quality checks, insurance and what happens when something goes wrong. This page sets out each of those commitments clearly so you know exactly what to expect before you book.
These are not aspirational targets. They are standing operational policies applied to every booking, every city and every service type. If we fall short on any of them, we want to know — contact us at hello@oneacleaningsolutions.co.uk or call 0131 510 0260.
Quality Assurance Process
Every clean — whether a 45-minute studio turnover or a full-day end-of-tenancy deep clean — follows the same quality-control process.
1. Checklist assignment
Before the team arrives, the appropriate checklist is assigned to the job based on service type (turnover, end-of-tenancy, deep clean, commercial). Each checklist item must be completed and signed off.
2. On-site completion
The team works through the checklist room by room. Every item is completed in order: bedrooms, bathrooms, kitchen, living areas, hallways. Nothing is skipped.
3. Photo documentation
After completing each area, the team photographs it. Photos are timestamped and geotagged. This creates a visual record of the property condition at the point of handover.
4. Completion report
Photos and checklist confirmations are compiled into a completion report. This is sent to you by email within 30 minutes of the clean finishing. The report includes the team members involved, start and finish times, and any notes about property condition.
5. Coordinator review
Each city has a coordinator who reviews a random sample of completion reports weekly. If any report shows inconsistencies — missed areas, incomplete photos, quality concerns — the coordinator follows up with the team before the next job and contacts the client if needed.
6. Client feedback loop
After your first three bookings, we request feedback on quality, communication and reliability. Ongoing, we monitor for any pattern of issues and proactively address them. If you contact us about a quality concern at any point, it is escalated to the city coordinator within one business day.
Response-Time Commitments
All response times are targets that we meet in the majority of cases. They are subject to team availability and geographic coverage. If we cannot meet a stated target, we tell you immediately and provide an alternative timeline.
These targets apply across all OCS service areas. Actual response times may vary during peak periods (e.g. Edinburgh Festival, Manchester match weekends). We always communicate if a target will be missed.
Re-Clean and Satisfaction Policy
When the re-clean policy applies
If you or your letting agent, guest or property manager identifies any area that does not meet the expected standard after a clean, you can request a re-clean. This applies to all service types: Airbnb turnovers, end-of-tenancy cleans, deep cleans and commercial contracts.
How to request a re-clean
Contact us within 48 hours of the original clean completing. You can email hello@oneacleaningsolutions.co.uk, call 0131 510 0260, or reply to the completion report email. Describe the specific area or items that need attention. Photos are helpful but not required.
What happens next
We schedule a return visit to address the specific flagged items at no additional charge. For Airbnb turnovers, we prioritise re-cleans before the next guest check-in. For end-of-tenancy cleans, we aim to return before the letting-agent inspection deadline. The re-clean covers only the flagged items — it is not a repeat of the full service unless the original clean was materially below standard, in which case we redo the full clean at no cost.
Limitations
The re-clean policy covers issues within the scope of the original service. It does not cover damage caused by subsequent use of the property after our clean, pre-existing conditions that were documented in our completion report, or areas that were inaccessible during the original clean (e.g. rooms with furniture we could not move). If a dispute arises, our timestamped completion report with photos serves as the reference point.
Insurance and Liability
Public liability insurance
We carry public liability insurance that covers accidental damage to property and injury to third parties during the course of our work. Cover is maintained continuously and certificates are available on request. If you require evidence of insurance for your letting agent, property management company or building management, we provide it within one business day.
Damage reporting
If accidental damage occurs during a clean, the team reports it immediately to the city coordinator and to you. We document the damage with photos and initiate the insurance claim process on the same day. We do not attempt to conceal or minimise damage — transparency is faster and fairer for everyone involved.
Key and access security
Keys, fobs and access codes are stored securely and never shared beyond the assigned team. If a key-safe code needs to be changed, we coordinate with you. When a booking relationship ends, all keys are returned and access codes should be changed by the property owner.
Liability scope
Our liability is limited to the scope of the cleaning service provided. We are not liable for pre-existing damage, wear and tear, or issues caused by property defects (e.g. faulty plumbing exposed during cleaning). Our completion report serves as the baseline condition record.
Staff Vetting and Training
Every team member completes the following before attending any property:
Identity verification
Government-issued ID checked and recorded. Right-to-work status confirmed.
Reference checks
Minimum two professional references contacted and verified before assignment to any property.
In-house training
Practical training covering our checklist standards, photo documentation process, product handling, property access protocols and client communication. Training is completed before the first solo assignment.
Ongoing quality monitoring
Completion reports are reviewed by city coordinators. Team members who receive quality concerns are retrained on the specific area before their next booking. Consistent underperformance results in removal from the active team.
Product and equipment training
Teams are trained on the correct use of professional-grade cleaning products, including surface-appropriate application, dilution ratios and safety precautions. All products carry Safety Data Sheets.
Commercial Compliance and Documentation
For commercial clients, facilities managers and corporate accounts, we provide the following documentation as part of the onboarding process. All documents are prepared for your specific premises.
Method statements
Step-by-step descriptions of how cleaning tasks are performed on your premises, including equipment used and safety measures.
Risk assessments
Site-specific risk assessments identifying potential hazards and the control measures in place to mitigate them.
COSHH assessments
Control of Substances Hazardous to Health assessments for all cleaning products used on your premises, in line with HSE COSHH regulations (hse.gov.uk/coshh). Safety Data Sheets available for every product.
Insurance certificates
Current public liability insurance certificates provided at contract start and renewed annually.
Staff DBS checks
For premises requiring enhanced security clearance, DBS (Disclosure and Barring Service) checks can be arranged for assigned team members.
Environmental policy
Details of our product selection criteria, waste handling practices and efforts to minimise environmental impact through concentrated products and reusable equipment.
If you require additional documentation not listed above, contact us and we will prepare it. Commercial compliance documentation is included in the contract price — there is no additional charge.
Data Handling and Privacy
Property access codes, keys and personal details are stored securely and only shared with the team members assigned to your property. Completion report photos are retained for 90 days and then deleted unless you request longer retention. We do not share your information with third parties except where necessary to provide the service (e.g. linen laundry partner for linen service).
For full details on how we handle personal data, see our Privacy Policy.
Questions About Our Standards?
If you need insurance certificates, compliance documentation or have questions about our processes, get in touch. We respond within one business day.