Quality & Performance

Overview

Quality and performance management are embedded into how Lunora Cleaning Services delivers, monitors and reviews all services.
We operate a structured, evidence-led approach designed to ensure consistency, accountability, and continuous improvement across all sites.

Our quality controls are aligned with public sector and facilities management expectations.

Quality Management Approach

We operate a documented quality management process aligned with ISO 9001 principles.

This includes:

  • Clearly defined service specifications
  • Site-specific onboarding and instructions
  • Routine inspections and quality checks
  • Photographic evidence where appropriate
  • Issue logging and corrective actions
  • Performance monitoring against agreed standards and specifications

Quality controls are applied proportionately to the size, risk, and complexity of each service.

Inspections & Monitoring

Service delivery may be monitored using:

  • Scheduled or spot inspections
  • Before-and-after photographic evidence
  • Client feedback and service reviews
  • Issue and rectification logs

Inspection frequency and reporting requirements are agreed in advance and documented.

Rectification & Continuous Improvement

Where services do not meet agreed specifications:

  • Issues are logged and reviewed
  • Corrective actions are implemented within agreed timescales
  • Root causes are assessed where required
  • Improvements are monitored to prevent recurrence

Our focus is on service improvement and resolution rather than punitive enforcement.

Performance Management

Performance indicators are agreed proportionately to the service environment and risk profile and may include:

  • Quality compliance
  • Attendance and reliability
  • Health & safety adherence
  • Responsiveness to issues
  • Client satisfaction

Performance data is reviewed proportionately to the contract size and service criticality.

Reporting & Communication

Where required, we provide clear and proportionate reporting, which may include:

  • Inspection summaries
  • Identified issues and corrective actions
  • Health & safety incidents (if any)
  • Attendance or service delivery updates

Reporting formats and frequencies are agreed with the client.

Escalation & Governance

Persistent or material service issues may trigger:

  • Formal service reviews
  • Agreed improvement plans
  • Escalation in line with contractual arrangements

This ensures transparency, accountability, and controlled resolution.

Audit Readiness

Our operating model supports audit and assurance requirements through:

  • Documented procedures
  • Retained service records
  • Clear version control
  • Evidence-based quality checks

This provides confidence for clients operating within regulated or public-sector environments.

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