Library cleaners - complaint

 You said

I am writing to file a complaint against the library cleaning staff. My friend and I came in early this morning to complete our dissertations which are due tomorrow. At 10am a cleaner came onto 5th floor to clean. Once she was on the floor, she started swinging chairs around to move them, resulting in them crashing into tables and walls, not only this but she was on the phone talking extremely loudly and disrupting others whilst they were studying.

 Once she had left the floor, she came back a few minutes later to vacuum where she proceeded to tell me "Move", disrupting my work. She was still talking on the phone as this was happening. She then told my friend to move. My friend told her that she shouldn't be on her phone whilst she was working and that she was disrupting those who were working on the floor to which this employee told my friend "Get on with your work" which she was unable to do because she had been made to move away from her desk.

 I understand in these current times that the library needs to be clean, and the staff are doing what they can to abide by the rules however, it would be wise to ask the staff who work here to be respectful to those who are working and remember social distancing.

We said:

Thank you for your email and for raising your concerns. I have flagged the issue with our Facilities colleagues and they have investigated your complaint and can report:

 Level 5 library is designated 1^st area to clean.

• Agreed arrived at 10am.
• Did not “swing chairs causing them to crash”, but did move some to “tidy up”/”put back where they belong”
• Was NOT talking on the phone at the time
• Wiped all surfaces with Alcohol solution as directed by rota.
• Cleaner did ask, “excuse me/can you move for vacuum”… English not great
• Student did not move.
• Did not say to student “get on with your work” said “I get on with my work, sorry”….(meaning for inconvenience).
• Cleaner said if not satisfied to direct questions to supervisor.
• Again not speaking on the phone
• Was upset at thought she had inadvertently upset someone…and apologised if her poor English affected this.
• Staff member said often uses Google translate on her phone to show people what she means if her English translation is good

 Lessons learnt & communicated to all staff in meetings today.

• Do not disturb students studying, do another area and return later…or report to supervisor for advice/action later
• If you need assistance with staff or students call supervisor
• We reminded all staff about how they could be perceived by staff & students.

 I also asked Security to view CCTV and report findings.

• Cleaner appears to be doing her job
• No sign of chairs being forcibly moved crashing into things
• Cleaner seen vacuuming near students….possibly noise irritation?
•  Cleaner wearing 1 earpiece, its difficult to tell if actually talking on phone
• Security opinion nothing out f order from staff or students.

 Further to this we also asked cleaner if we could look at phone call history for the time in question….this was granted immediately , there were no calls to or from phone during this period.

 I am satisfied my staff member did nothing wrong. We have had to change drastically how we clean & what we prioritise and I’m afraid in order to clean high hand fall surfaces early am other things…eg vacuuming will be carried out later in the day. This can cause some annoyance to our users but COVID is our main priority.

 I hope this reassures you that every consideration has been given to your complaint and we can draw a line under this incident.