Our commitment
Bubble Fresh (Bubblefresh Limited, company number 12691029) is committed to delivering a consistently high standard of service across all our cleaning and clearance operations. Our quality assurance processes make sure that every job meets the expectations of our clients and the requirements of our council partners, including Northamptonshire Council, Milton Keynes Council, Norfolk County Council, and Norwich City Council. Quality is not an afterthought — it is built into every stage of our work, from initial referral through to job completion and follow-up.
Scope
This policy applies to all Bubble Fresh employees, managers, and anyone carrying out work on our behalf. It covers every type of service we deliver, including hoarding and decluttering, deep cleaning, biohazard and trauma cleaning, end of life cleaning, garden clearance, bulky item removal, and carpet cleaning. It also applies to any work carried out under a council contract or referral agreement.
Standards and KPIs
We set clear standards for every type of service we provide, from deep cleaning and decluttering through to biohazard cleaning and property clearance. Our key performance indicators cover client satisfaction, response times, training, and documentation. We target a client satisfaction rate of 95% or above. We aim to resolve complaints within 10 working days and keep our repeat complaint rate below 2%. Our post-job quality inspection pass rate target is 98% or above. We require 100% compliance with safeguarding training. For council referrals, we respond within 4 hours for urgent cases (risk to life, imminent eviction, safeguarding concerns, or biohazard situations needing immediate attention) and within 24 hours for standard referrals (planned clearances and routine deep cleans). We require waste to be correctly documented on 100% of jobs. We review KPI targets annually as part of our management review process to make sure they remain challenging and appropriate.
Service-specific standards
Different types of work require different quality standards. For hoarding and decluttering jobs, we check that we have worked at the client's pace, that belongings have been sorted with the client's involvement where possible, and that the property meets the standards agreed with the referring council. For biohazard and trauma cleaning, every job receives a mandatory quality review covering decontamination procedures, correct use of personal protective equipment (PPE), and waste classification in line with our Health & Safety Policy. For deep cleaning, we inspect against a room-by-room checklist covering all surfaces, fixtures, and fittings. For end of life cleaning, we check that the property has been cleaned sensitively and thoroughly, with all personal effects handled according to the instructions of the client or their representative. For property clearance and bulky item removal, we check waste documentation, recycling and donation records, and that the property or area has been left in the agreed condition, in line with our Waste Management Policy. For garden clearance, we check that the agreed areas have been fully cleared, that green waste has been separated from general waste, and that any structures or fences have been left undamaged. For carpet cleaning, we assess against stain removal, drying times, and overall finish. These service-specific standards are documented in our internal procedures and updated whenever we change our working methods.
Client outcome measures
Quality is not just about whether a job looks right — it is about whether it makes a real difference to the person we are helping. Alongside client satisfaction scores, we track outcome measures including whether the property was made safe and habitable, whether the work helped prevent eviction or tenancy enforcement action, whether the client or their support worker confirmed an improvement in living conditions, and whether the referring professional confirmed that the work met the objectives of the referral. We collect outcome information through follow-up contact with clients, their representatives, and referring professionals within 5 working days of job completion. Where appropriate and with the client's agreement, we carry out a further follow-up at 3 months to check whether improvements have been maintained. We report outcome data to council partners alongside our standard KPI reports and as part of our Social Value Statement commitments.
Client feedback
We actively seek feedback from clients and their representatives after every job, normally within 5 working days of completion. We offer feedback by phone, in writing, or through a representative or support worker, recognising that not all clients are comfortable with written forms. Management reviews feedback regularly and uses it to identify areas for improvement. We handle all complaints through our Complaints Procedure and use complaint data to inform our quality improvement process. Positive feedback is shared with the team and used to recognise good work.
Photographic evidence
Where the client gives informed consent, we take photographs before and after a job to provide a clear record of the work carried out. We explain to each client why photographs are helpful, what they will be used for, and how they will be stored. Photographs are used for quality assurance checks, to support job completion reports for council partners, and to show the standard of work delivered. We never publish or share photographs of clients' homes externally. We never use photographs for marketing, social media, or any purpose beyond internal quality assurance and council reporting without separate, specific written consent. All photographs are stored securely, with access restricted to authorised staff, and are retained in line with our data retention schedule as set out in our Privacy Policy. Where body-worn cameras are in use with client consent, footage may also be reviewed for quality assurance purposes. For full details of how we handle recorded footage, see our Body-Worn Camera Policy.
Inspections and monitoring
We carry out quality inspections systematically. A minimum of 10% of all completed jobs are subject to a post-job quality audit. All jobs for new clients and all biohazard cleaning jobs receive a mandatory quality review. We conduct unannounced spot checks monthly across all teams. We use a standardised inspection checklist for each service type, covering safety, cleanliness, waste handling, documentation, and client interaction. Where body-worn cameras are in use with client consent, we may review footage for quality assurance in line with our Body-Worn Camera Policy. We document all inspection findings and track them through to resolution. Inspection results feed directly into our management review and continuous improvement processes.
Non-conformance and corrective action
When a job does not meet our standards, we follow a clear non-conformance procedure. The team leader or manager records the issue, including what went wrong, the likely cause, and the impact on the client. Where a non-conformance has affected a client, we contact them promptly to explain what happened and what we are doing to put it right. We agree a corrective action, which may include returning to the property to put things right, additional training for the team member involved, or a change to our procedures. We set a deadline for each corrective action and check that it has been completed. For serious or repeated non-conformance, the Director reviews the matter personally. If a client wishes to make a formal complaint about a non-conformance, we handle it through our Complaints Procedure. We track all non-conformance reports and corrective actions to identify patterns and prevent the same issues from happening again. We report non-conformance trends as part of our quarterly management review.
Council satisfaction and reporting
We work closely with our council partners to make sure our services meet their commissioning standards and service specifications. We provide quarterly performance reports to council partners, including KPI data, outcome measures, complaint summaries, training compliance rates, non-conformance trends, and service volumes. We participate in formal contract review meetings at least quarterly, or more frequently where specified in the contract. We respond promptly to any concerns raised by council officers and document the actions we take in response.
Management review
The Director holds a formal management review of quality performance at least every quarter. The review covers KPI results and trends, client feedback and outcome data, inspection and audit findings, non-conformance reports and corrective actions, complaint trends (drawing on data from our Complaints Procedure), incident reports (as recorded under our Incident Reporting Policy), safeguarding compliance (as set out in our Safeguarding Policy), training compliance (as tracked under our Training & Development Policy), council feedback, and benchmarking data. The review results in documented actions, updated targets where needed, and any changes to procedures or training. Minutes of the management review are retained as part of our quality records.
Document control
We maintain controlled versions of all quality procedures, checklists, and forms. Each document has a version number, a date of issue, and a named owner. When we update a procedure, we withdraw the previous version and make sure all staff are working from the current version. We keep a register of all controlled documents and review it at least annually. Staff can access the current versions of all quality documents through our internal systems. Council partners and regulatory bodies can request copies of our controlled quality documents on request.
Benchmarking
We compare our performance against published industry standards, council service specifications, and our own historical data. Where council partners share anonymised benchmarking data from other providers, we use it to identify areas where we can improve. We also review relevant guidance from bodies such as the Chartered Institute of Environmental Health and the British Institute of Cleaning Science to make sure our standards remain current. The Director considers benchmarking data as part of the quarterly management review.
Staff recognition
We believe that recognising good work helps maintain high standards. We share positive client feedback with the team regularly. Where a team member or team consistently delivers excellent quality, we acknowledge this through team briefings, internal communications, and by highlighting specific examples of good practice. We use quality inspection results, client feedback, and outcome data to identify individuals who go above and beyond. Recognition helps us build a culture where people take pride in the standard of their work and encourages everyone to maintain the high standards our clients and council partners expect.
Continuous improvement
We follow a Plan-Do-Check-Act cycle for continuous improvement. We analyse quality data, including client feedback, outcome measures, inspection results, non-conformance reports, incident reports, and council reviews, regularly to identify trends and opportunities for improvement. We share lessons learned with the team and use them to update procedures, training, and standards. Our continuous improvement approach links directly to the training needs we identify through our Training & Development Policy and the incident analysis we carry out under our Incident Reporting Policy.
Related policies
This policy should be read alongside our Complaints Procedure, Incident Reporting Policy, Training & Development Policy, Safeguarding Policy, Body-Worn Camera Policy, Health & Safety Policy, Waste Management Policy, Social Value Statement, and Privacy Policy.
Changes to this policy
We may update this policy from time to time. Any changes will be posted on this page with an updated date. Where we make material changes that affect our quality standards, inspection procedures, or KPI targets, we will notify our council partners and make sure all staff are briefed on the changes.
Contact us
If you have any questions about our quality standards or wish to provide feedback on our services, contact us on 01933 213045 (Relay UK: 18001 then 01933 213045) or by post at Bubblefresh Limited, 6 Carnegie Street, Rushden, Northamptonshire, NN10 9SN.
Review
The Director, Lance James, reviews this policy annually and whenever we make significant changes to our services or operational procedures. Last reviewed: February 2026. Next review due: February 2027.
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