Changing perceptions of contract cleaning

PROFESSIONAL CLEANING has always been an incredibly important role within society. Cleaning operatives are responsible for keeping our people and places safe, through the highest standards of hygiene. 

However, sadly, the contract cleaning sector has historically had an inaccurate reputation for being low skilled and low paid, with people outside of our industry not recognising the value that our services deliver.  

It seemed that these perceptions had started to shift recently. Over the past two years, the professional cleaning industry has been at the forefront of the response to COVID-19, with pandemic thrusting contract cleaners into the spotlight like never before. They were rightly hailed as key workers, delivering vital services to keep our people and places safe. 

When everyone else was told to stay at home and protect themselves, contract cleaners, like several other key industry workers, remained on the frontline, playing a major role in battling the virus. From de-contaminations and fogging, to deep cleans and touchpoint sanitisation, we put our own concerns about COVID to one side and got on with the job at hand. 

The general public, and business owners, started to wake up and recognise that cleaning is incredibly important, and all of a sudden, we are seen. Even the outgoing British Prime Minister, Boris Johnson, and the leader of the opposition at the time, Jeremy Corbyn, paid tribute in parliament to the ‘extraordinary' role of cleaners during the Coronavirus crisis, in summer 2020. 

Not only did this credit put our industry into the spotlight, showcasing just how critical our services really are, but it also resulted in the creation of an All-Party Parliamentary Group (APPG) for the UK cleaning and hygiene industry, to represent the interests of our sector in parliament.

Short-lived recognition

Today, as we continue to live restriction free, and with lockdowns a thing of the past, it seems that we are sadly slipping back to historic perceptions, starting at the very top. 

The Sue Gray investigation into lockdown-breaking activities revealed multiple shocking examples of a lack of respect and poor treatment of cleaning staff. Despite numerous requests from The British Cleaning Council (BCC) to meet Cabinet Secretary, Simon Case, to discuss concerns around these findings, Number Ten Downing Street has yet to respond.

So just what can we do to make a change, and give our professional cleaning operatives the respect they deserve? 

Professionalising the industry 

I strongly believe that there is an urgent need to professionalise the industry. Our sector employs people with a wide breadth and diversity of talent, and as leaders we have a responsibility to stand up for and invest in our workforce. This is something that I am incredibly passionate about and try to implement in my role at Kingdom Cleaning through our learning and development programme. 

We are wholly committed to skills development and strive to create viable career pathways throughout the entirety of our organisation. 

Take our ‘hostmanship’ training for example. This is an approach that not only adds value for our clients, but also enriches our colleagues’ wellbeing. It helps team members boost their self-esteem and build confidence to communicate and engage with their peers, clients and customers effectively. 

Good Hostmanship encompasses areas such as customer care, quality, friendship and hospitality. It begins with a welcoming and open attitude to the people and situations we encounter, and can be as simple as assisting with directions, helping on reception or even just offering a friendly smile. It is understanding that the smallest positive action can brighten somebody’s day.

If we look at the hotel sector, this is an area where ‘hostmanship’ can play a significant role. Our operatives can provide assistance with directions to washrooms or hotel rooms, and offer advice and recommendations to guests on the local surroundings. 

In a retail setting, they can point people in the right direction of the nearest café or the customer information desk. For an office environment, they can assist with reception and front-of-house duties. All seemingly small, but important tasks, that keep things running smoothly and help out our busy clients. 

Hostmanship is not designed to put additional pressures on, or increase the workload of cleaning operatives. It’s about broadening their perspective beyond their immediate task list and altering their perception of the job they do. It helps them to see the ‘bigger picture’ and act in a way that supports the environment they operate in. To the client, they are seen as going over and above, which is an invaluable quality to possess.   

By developing and honing colleagues’ interpersonal skills, a caring and professional approach is introduced to our work. Colleagues are more motivated and committed to their tasks, have a better understanding of a client’s needs, and are more likely to engage in issues rather than just doing the work required. 

Combining excellent cleaning practices with the personable and friendly attitude that ‘hostmanship’ instils, we ensure that our approach offers customers a service that adds significant value at every opportunity and demonstrates out true worth. 

A fair wage

Another way we can professionalise the contract cleaning sector, and attract new talent to the field, is by paying a fair wage – The Living Wage. 

The Living Wage goes above and beyond the government minimum wage, to meet the cost of living. It is the only rate independently calculated annually, based on the real cost of living, and it is paid on a voluntary basis. It ensures that those working in vital services, like cleaning or security, are paid fairly for their commitment and dedication. 

We have been strong supporters of the Living Wage movement for many years. In fact, we were a founding member of its Recognised Service Provider Scheme and were one of the first national contract cleaning companies to sign up to it.

We took these steps to lead the industry in tackling in-work poverty and improve the wellbeing of our lower paid employees. 

Why? Because we believe that people who are willing to work hard should be rewarded sufficiently, so that they feel appreciated at all times. After all, without our front line staff, we don’t have a business. 

Getting involved with the Living Wage movement has, without a doubt, been one of the most positive initiatives that we have adopted, and we hope that by doing our bit to spread awareness, more businesses will follow suit and make the working world a much fairer and rewarding place for all. 

Educating the wider community 

There is also a job to be done to educate those outside of our industry about the impact that our services have on others. Although general footfall is still below pre-pandemic levels across multiple disciplines – such as retail, leisure and transport – cleaning has an important role to play in returning public confidence and supporting those sectors as they re-build. 

When it comes to the workplace, despite current office occupancy levels and hybrid working, we play a big part in making people feel protected and reassured. There will always be a job for our workforce to keep business environments safe and welcoming. 

By becoming an extension of our clients’ team, and creating an enhanced environment for both staff and visitors, we can really demonstrate our worth and build the respect that our industry truly deserves.  

A brighter future 

Our firm belief is, and always will be, that cleaning operatives are the most essential part of a company’s daily operation, and without them their business could grind to a halt.

Changing perceptions is always a slow process, but it has never been more important. The general public has become increasingly aware of the role that contract cleaning plays in society, and we must maintain that positive attitude towards our sector and use it as a building block for a fairer and brighter future for our industry. 

Peter Buff is managing director at Kingdom Cleaning

For more information visit www.Kingdom.co.uk/cleaning