Home / How to Know When It’s Time to Change Your Commercial Cleaning Company

How to Know When It’s Time to Change Your Commercial Cleaning Company

As the co-founder of QualGroup, I speak to managers responsible for cleaning who often wrestle with the same question: Should I continue with my current commercial cleaning company, or is it time to switch to a more professional cleaning provider?

This guide is for facility managers, office administrators, and business owners responsible for maintaining workplace cleanliness. Choosing the right cleaning provider impacts employee health, business reputation, and operational efficiency.

On one hand, sticking with your existing commercial cleaning company may seem like the easiest option—avoiding onboarding, disruption, or contract changes. But over time, recurring office cleaning issues, communication gaps, and staff complaints can quietly escalate into much larger operational and reputational problems.

This guide shares insights from my experience and client feedback, helping managers make confident decisions about their current cleaning arrangements. We’ll cover the key signs it’s time and signs that it’s time to change cleaning companies, so you can recognize the indicators and take action before small issues lead to bigger consequences.

Common Signs Your Commercial Cleaning Company May Be Underperforming

From years of conversations with facility managers, it’s clear that most don’t rush to change their office cleaners. However, certain recurring issues eventually trigger managers to reassess their commercial cleaning provider. Use the above list as a helpful checklist to evaluate your current service and spot any red flag or sure sign that it’s time to consider a change.

Repeated Complaints

Repeated complaints with no long-term fix
Potential clients often tell me they keep raising the same issues—dust on windowsills, missed bins, streaky toilets, or fingerprints on doors. A quick fix might last a week, but without structured systems, the problems return. This cycle erodes trust and adds stress to the facility team. If you’re seeing poor results or the same tasks missed repeatedly, it’s a red flag that your provider makes mistakes and isn’t dealing with them effectively. Inconsistent cleaning results can also suggest problems with training, management, or the tools used by the cleaning company.

Staff Morale and Productivity

Staff morale and productivity dropping
A dirty or inconsistent workspace affects employees more than managers might realise. I’ve seen firsthand how poor hygiene leads to complaints, disengagement, and even sick days. Clean workplaces foster morale and productivity, while neglected ones do the opposite. Persistent odors, visible dust, or failure to properly disinfect can lead to employee sickness and are a sure sign you may need to change cleaning companies.

Embarrassing Moments

Embarrassing moments with visitors or clients
Cleanliness reflects a brand. Whether in corporate offices, schools, or hospitality venues, a single missed area or negative comment can harm credibility instantly. If you find yourself apologizing for the state of the office or micromanaging the cleaning service, it speaks volumes about the need for a new approach.

Privacy and Safety Risks

Privacy, confidentiality, or safety risks
I can’t stress enough about the importance of trust. Examples like confidential files mishandled, doors left unlocked, or alarms not set create immediate concerns. Even small lapses in security or protocol can damage relationships and reputations. Reputable cleaning companies address these concerns with strict protocols and well-trained staff, so if your provider falls short, it’s a red flag.

A good example of this was a healthcare facility that was nearly taken to court after patient confidentiality was compromised. Instead of being securely destroyed, confidential patient documents were placed into general recycling by the cleaning staff.

This directly conflicted with the Privacy Commission’s recommendations, which require sensitive information to be securely shredded or destroyed.

As a result, the organisation was forced to notify every affected individual, issue formal apologies, and dedicate significant management time to addressing the breach. Poor communication from a cleaning company in situations like this is a sure sign they do not prioritize customer service or your business’s needs.

Consequences of Ignoring Cleaning Problems

When managers tolerate recurring triggers, the impact extends far beyond “a dirty office.”

Rising frustration & negative workplace emotions: Managers feel stressed, staff feel undervalued.

Drop in morale and productivity: Poor hygiene signals, “This workplace doesn’t care about us.”

Increased health risks: Dirty high-touch points increase germ spread and absenteeism.

High staff turnover: Particularly in healthcare, childcare, and corporate environments, dissatisfaction grows.

Higher long-term maintenance costs: Premature wear on floors, carpets, and bathrooms increases reinvestment.

Compliance risks: For healthcare, education, and hospitality, lapses can breach safety and infection control standards.

Damage to business reputation and profitability: Customers, clients, and staff notice—affecting revenue.

When to Consider a New Cleaning Partner

I often advise facility managers to closely assess how responsive their current cleaning provider really is. Loyalty and long-standing relationships are understandable, but when recurring issues continue, the responsibility and the risk ultimately fall on the manager.

Give your provider ample time to address and resolve issues—clear communication and patience are important in any vendor-client relationship. However, if you experience ongoing issues, it is advisable to have a serious discussion with your provider about your concerns. Documenting missed tasks or poor cleaning for at least two weeks can provide evidence for switching cleaning providers. If you find yourself micromanaging the service or constantly apologizing for the state of the office, it may be time for a change.

Staying with an underperforming cleaner may feel convenient, but repeated failures can damage your credibility and increase operational stress. Poor cleaning can lead to operational disruptions and diminished workplace safety, especially in environments with strict cleaning requirements.

Many managers try to renegotiate or give their current provider another chance. Yet research highlights a crucial risk: if problems persist despite multiple attempts to fix them, your own leadership comes under scrutiny.

In other words, your reputation becomes tied to the cleaning company’s performance. What feels like an easy choice now could be a costly mistake later.

The Transformative Impact of Switching to High-Performance Cleaning

When facility managers move to a professional, structured provider like QualGroup, the results are immediate and measurable:

Facilities remain consistently spotless
No more chasing cleaners, no morning surprises, and no repeated complaints. Workspaces simply stay clean. Outsourcing cleaning services provides consistent and high cleaning standards, reduces costs associated with salaries, benefits, and equipment maintenance, and offers flexible schedules to minimize disruption.

Staff morale and productivity rise
Clean, safe workplaces foster happier, more engaged teams. Employees feel valued, and managers receive fewer complaints. Outsourcing cleaning services can also improve employee morale and job satisfaction by addressing cleanliness concerns.

Peace of mind returns
With structured communication, clear SOPs, and rapid response systems, managers can focus on their core responsibilities—not micromanaging cleaners. Maintaining an in-house cleaning team requires resources for recruitment, training, and supervision, which can be a significant burden for companies.

Managers receive recognition
Executives, clients, and staff notice the difference. “The cleaning is finally under control — great job!” becomes the feedback, instead of complaints.

Long-term asset protection
Our High-Performance Cleaning (HPC) programme ensures floors, fixtures, carpets, and work surfaces are maintained to last longer, saving on premature reinvestment.

Better hygiene, safety, and compliance
Trained, professional teams follow infection control protocols, protect confidentiality, and meet health & safety standards across offices, schools, and hospitality venues. Modern cleaning needs also include health and sustainability standards, such as the use of eco-friendly products and protocols.

Why Communication Is the Core of Cleaning Success

From my perspective, consistent quality always comes down to communication. At QualGroup, we implement a communication book and a structured feedback system to bridge the gap between after-hours cleaning teams and day-time managers. Effective communication is essential for addressing issues and ensuring quality service from your commercial cleaner or office cleaning service.

Two-way communication ensures all concerns are raised and addressed promptly
Every task is logged and tracked, leaving no room for missed cleaning
Clear accountability with follow-up procedures
Managers gain instant visibility, even before arriving on site

Real client feedback:

“The communication book worked extremely well. We could easily leave concerns, and the cleaners addressed them promptly. It gave us confidence that our space was genuinely being taken care of.”

Understanding the Importance of Cleaning Standards

Maintaining high cleaning standards is essential for any business that values the health, wellbeing, and productivity of its employees, as well as its reputation with clients and visitors. A professional cleaning company or commercial cleaning provider should always put these standards at the forefront, tailoring their cleaning service to meet the unique requirements of your office spaces and business hours.

What Are High Cleaning Standards?

High cleaning standards refer to consistently delivering thorough, effective, and hygienic cleaning using appropriate methods, equipment, and trained staff. This means not only meeting visible cleanliness but also ensuring that all hygiene and safety protocols are followed to protect health and assets. Untrained or unprofessional staff can result in poor cleaning quality and potential security risks, while using outdated or inappropriate cleaning equipment can lead to ineffective cleaning and hygiene issues.

What Are Modern Cleaning Needs?

Modern cleaning needs include health and sustainability standards, such as the use of eco-friendly products and protocols. This approach ensures that cleaning practices not only maintain hygiene but also minimize environmental impact and support the wellbeing of building occupants.

Consistency of Service

When evaluating your current cleaning service, pay close attention to the consistency of their work. Are cleaning schedules being followed? Is the cleaning team attentive to details like restocking toilet paper, thorough carpet cleaning, and regular deep cleaning? A good cleaning company will not only deliver a quality clean every time, but will also be proactive in addressing your evolving cleaning needs—whether that means adjusting cleaning schedules, providing specialist services, or responding efficiently to feedback.

Communication and Flexibility

One of the sure signs it’s time to change cleaners is when you notice poor communication, inconsistent service, or a lack of flexibility from your current cleaning provider. If you find yourself repeatedly having a serious chat about the same issues, or if your cleaning team is not equipped or trained to handle your site’s specific requirements, these are red flags that shouldn’t be ignored. Employee morale and productivity can quickly decline in an environment where cleaning standards slip, and hidden costs can mount as a result of neglected maintenance or compliance failures.

Staff Training and Equipment

A reputable commercial cleaning company will invest in ongoing training for their staff, use the right equipment and eco-friendly tools, and ensure compliance with all relevant health and safety regulations. They should be able to respond promptly to any concerns, adapt to your business’s changing needs, and deliver efficient, high-quality cleaning that supports a hygienic and healthy workspace.

Ultimately, prioritizing cleaning standards leads to cost savings, fewer hidden costs, and a more positive workplace culture. If your current cleaning provider isn’t meeting these expectations, it’s a clear sign that it may be time to explore a new cleaning company—one that values communication, compliance, and consistent service as much as you do. By choosing a provider committed to high cleaning standards, you’ll ensure your office remains a clean, safe, and productive environment for everyone.

Decision Time: Should You Stay or Move on From Your Cleaning Provider?

If you’re unsure whether to stay or switch, look for providers who offer:

Structured reporting systems or digital ticketing tools
Two-way communication protocols
Documented SOPs for cleaners
Regular quality audits and follow-ups
A communication book or digital equivalent
Detailed scope of work kept onsite

Ask Yourself the Following:

Are the same issues recurring?
Is staff morale or productivity affected?
Has the cleaner shown real improvement after feedback?
Does staying put my own reputation at risk?
Do I want predictable, high-quality cleaning without chasing people?

If the answer to any is yes, it’s time to consider a professional, structured provider. If you decide to switch, make a thorough list of your cleaning requirements to discuss with potential new vendors—this will help ensure your next hire meets your expectations and delivers the value you’re paying for.

Take Control of Your Workplace and Upgrade Your Cleaning Today

Sticking with your current cleaner may feel easier… but only if they consistently meet standards. If the triggers, frustrations, and consequences discussed earlier sound familiar, staying could be the riskier choice.

Switching to the right cleaning company brings you consistency, confidence, compliance, peace of mind and recognition for effectively managing your facility.

At QualGroup, we’ve built our commercial cleaning services around clear communication, accountability, and high-performance standards. To help you assess your current cleaning systems and uncover any gaps, we offer free, no-obligation site audits and no-obligation proposals tailored to your business giving you the confidence to focus on what really matters.

As the only certified HPC specialists in NZ, we’re dedicated to delivering the exceptional commercial cleaning services your workplace deserves.

Reach out today and one of our expert team members will be in touch.