TivloBringing on a new operative is one of those things that feels straightforward until something goes wrong. They turn up to the wrong site. They don't know where the cleaning cupboard is. They use the wrong product on a sensitive floor. They weren't told about the client's no-smoking policy.
A good onboarding process prevents all of that. It's not about paperwork for the sake of paperwork. It's about giving your new starter everything they need to do the job properly from day one, and protecting your business if things go sideways later.
Here's a checklist you can adapt for your team. It's split into the stages where things actually happen: before the first shift, during the first shift, and the first week.
Before the First Shift
Get these done before your new starter sets foot on any site.
Employment and Legal
- •[ ] Signed employment contract or worker agreement in place
- •[ ] Right to work documents checked and copies kept (passport, visa, or share code)
- •[ ] Emergency contact details collected
- •[ ] Bank details collected for payroll
- •[ ] NI number confirmed
- •[ ] Pension auto-enrolment letter sent (or opt-out form provided)
Health and Safety
- •[ ] COSHH induction completed (or scheduled for first shift)
- •[ ] Manual handling awareness briefed
- •[ ] Any health conditions or disabilities declared (voluntary, handle sensitively)
- •[ ] PPE issued: gloves, shoe covers, hi-vis if required for that site
- •[ ] Emergency procedures explained: what to do if there's an incident, spillage, or accident on site
Site Access
- •[ ] Site-specific induction completed or booked (some clients require this before any operative enters)
- •[ ] Access information provided: entry codes, key locations, out-of-hours contacts
- •[ ] Parking confirmed if applicable
- •[ ] Uniform or ID badge issued
- •[ ] Client's site rules explained (e.g. no mobile phones in certain areas, food preparation zone protocols)
Equipment and Supplies
- •[ ] Cleaning schedule for the site provided in writing
- •[ ] Product list for that site confirmed (what product goes on what surface)
- •[ ] Equipment location explained (mop cupboards, chemical storage)
- •[ ] Any client-specific products identified and briefed
During the First Shift
The first shift is where most problems start. Don't just drop them in and hope for the best.
Site Introduction
- •[ ] Walk-through of the site with a supervisor or experienced operative
- •[ ] Show them the cleaning cupboard, refuse store, and any restricted areas
- •[ ] Confirm they understand the cleaning schedule and which areas they're responsible for
- •[ ] Introduce them to any client contact they might encounter on site (receptionist, facilities manager)
Practical Check-In
- •[ ] Watch them complete at least one area before leaving them unsupervised
- •[ ] Confirm they know how to report a problem or damage (to you, not the client directly)
- •[ ] Check they have your number and know how to reach you if they have a question mid-shift
- •[ ] Confirm they know what to do if they finish early or if a room is locked/inaccessible
During the First Week
Quality Check
- •[ ] Supervisor or owner visits the site mid-week to inspect the standard
- •[ ] Feedback given directly and clearly (not via a third party)
- •[ ] Any snagging issues addressed before the client notices them
Compliance Sign-Off
- •[ ] COSHH training completed and record signed
- •[ ] Manual handling signed off
- •[ ] Site-specific induction signed off (if required by client)
- •[ ] Training records filed (paper or digital)
Communication
- •[ ] Check-in call or message at the end of week one
- •[ ] Ask how they found the site, whether they have everything they need
- •[ ] Confirm shift pattern for the coming weeks
- •[ ] Probation period confirmed in writing if applicable
Ongoing (First Three Months)
Onboarding doesn't end after week one. Most new starters leave or underperform because they feel unsupported, not because they can't do the job.
- •[ ] Monthly check-in call or brief in-person review
- •[ ] Any additional sites added gradually, with a walkthrough each time
- •[ ] Refresher training if performance dips or a new product is introduced
- •[ ] Probation review meeting before the end of the probation period, with written outcome
A Note on Documentation
If a new starter causes damage, raises a complaint, or needs to be let go during probation, your documentation is your protection. Training records, signed site inductions, and written feedback are all evidence that you managed the process properly.
If those records live on bits of paper or in your head, they might as well not exist.
Most cleaning companies we speak to keep records in a folder on the van, a shared drive with no real structure, or not at all. That works until it doesn't. When you're managing ten operatives across fifteen sites, you need a system that makes compliance records easy to find and easy to prove.
Ready to Get More Organised?
Find out where your business stands with the free Tivlo Business Scorecard at score.tivlo.app. It covers client communication, staff management, service delivery, and documentation in a five-minute assessment, with a personalised breakdown at the end.
If you want to give your clients and your team a more professional experience, join the waitlist at tivlo.app/waitlist. Tivlo is a client portal for cleaning businesses, with tools for inspection reports, document management, and client communication built specifically for how cleaning companies actually operate.
Good onboarding isn't a nice-to-have. It's the foundation of a team that turns up, does the job right, and sticks around. Start there.