General information, not legal advice
Scope: what exactly is cleaned
- Is there a written scope, area by area, and is it attached to the contract and not a separate email?
- Does it say how often each task is done?
- Does it list what is excluded, so nobody assumes?
- Who decides when the scope changes, and how is a change agreed in writing?
Hours and access
- On which days and in which hours will the work be done?
- Who holds keys, access cards or codes, and what happens if one is lost?
- What does the building require, and who obtains it?
- What happens if the building is closed or access fails on a scheduled day?
Inspection and complaints
- How is the quality of the work checked, how often and by whom?
- Is there a standard result, such as a score, that counts as meeting the contract?
- How do you raise a problem, and in what time must the provider respond and fix it?
- What happens if the same problem comes back?
Service levels
A service level agreement turns the promise into something measurable. It names a measure, a target and a consequence. For cleaning, that usually means an inspection score target, a response time for a complaint and a missed-visit rule. Without them, a contract says what the provider will try to do, not what you can hold it to.
| Term | What to ask |
|---|---|
| Inspection result | What score counts as meeting the contract, and how often is it measured? |
| Response time | How quickly must the provider acknowledge and correct a reported problem? |
| Missed visits | What happens if a scheduled visit does not take place? |
| Repeat issues | How many repeats of the same problem trigger a formal review? |
| Reporting | What record is supplied for each visit or each month? |
Supplies, extras and approvals
- Who supplies paper, soap and liners, and how is usage handled?
- What counts as an extra, such as a deep clean, and who must approve it before it is done?
- How are extras priced and invoiced, and can you refuse them?
Paperwork from the provider
Many Manhattan buildings ask vendors for a certificate of insurance and other documents before work starts. Ask the provider what it will supply and when, and ask your building what it requires. Do not assume the documents exist: ask to see them.
Notice, cure and renewal
- How much notice does either side have to give to end the agreement?
- Is there a cure period, a time in which the provider can fix a problem before you can end the contract for it?
- Does the contract renew by itself, and how long before renewal must you give notice not to?
- Is there a fee for ending early?
Write the renewal date in your calendar with a reminder well before the notice deadline. Many people are surprised to find a contract has renewed.