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Soft Services - Cleaning, Waste, Retail, Catering, and Portering Services


To provide high quality, efficient and flexible services across UCL to contribute to a safe and healthy working environment.

Service Level Agreement

We will work with our service partners to ensure:

  • Cleaning is undertaken as scheduled and to agreed standards
  • The timely and compliant removal of waste
  • That services requests are carried out to agreed targets
  • The catering provision is flexible and fit for purpose
  • We provide expert advice and support across all services
  • Continuous innovation and improvement to services through proactive engagement with our customers

Key Performance Indicators

  • Monitor and report (monthly) on the waste disposal services to ensure wherever possible waste material is recycled or reused including compliance with current legislation, trends and recommendations for service improvements
  • Ensure the Catering provision is within the parameters outlined through our 'contract' and serves our customers' needs;Monitor and report (monthly) on service requests to Customer Services Centre ensure compliance with agreed response times
  • Monitor and report (monthly) on programmed activities to ensure compliance with agreed work schedules
  • Report (monthly) on management and administrative activity including staff development and training, staff turnover, absences, health and safety, finance and environmental performance.


We welcome feedback on all our services as this helps us to maintain and improve our service standards.

Please send any comments to the Customer Service Centre by telephone, email or through our website

What we need from you

  • Direct all requests via the Customer Service Centre using our Service Request Form
  • Ensure that all areas to be cleaned are safe, accessible and sufficiently clear of hazards
  • Ensure hazardous waste is packaged in an appropriate way for safe collection and disposal and arranged using the agreed processes
  • Provide reasonable notice for specific service requests (catering, deep cleans, large waste collections, Portering)

Customer Feedback

University College London - Gower Street - London - WC1E 6BT - Telephone: +44 (0)20 7679 2000 - Copyright © 1999-2015 UCL