Janitorial Diagnostics: Where to Begin When a Building’s Cleanliness Starts to Decline

A clean building is more than just a visual impression—it's a reflection of well-being, health, and professionalism. Yet even well-maintained properties can experience a gradual decline. Complaints from occupants multiply, dust accumulates, unpleasant odors linger, and service follow-ups become constant.

When the situation deteriorates, the only effective response is to regain control through a clear, structured, and objective janitorial diagnostic. This article guides you step by step: how to identify early warning signs, carry out an effective evaluation, and implement a recovery plan that restores the expected level of quality.

Signs of a Declining Cleaning Service

It’s not always obvious when janitorial service quality starts to slip. Here are the most common warning signs:

• Increase in complaints: persistent odors, dirty restrooms, smudged windows, uncollected waste.

• Occupant dissatisfaction: growing frustration can lead to negative feedback—or even lease cancellations.

• High absenteeism or turnover among cleaning staff: an indirect but revealing signal of deeper issues.

• Frequent emergency interventions: more time spent reacting than managing proactively.

• Gap between contract and delivery: tasks are incomplete or performed less frequently than required.

Key Steps to an Effective Janitorial Diagnostic

A well-executed diagnostic reveals the root causes, not just the symptoms. Here’s how to proceed:

1. On-Site Inspection

The starting point of any diagnostic is a structured visit to validate the condition of spaces, task execution, and overlooked problem areas.

• Full walkthrough: Cover all zones—entrances, restrooms, offices, stairwells, elevators, parking areas, utility rooms.

• Use of standardized checklists: Rely on structured tools such as APPA, ISSA, BELAC standards or internal scoring grids to ensure consistency and comparability over time or across buildings.

• Photos and detailed notes: Document every observation with time-stamped photos and comments. These serve as proof and support a credible action plan.

A visual inspection is only valid if it’s based on observed facts, not personal impressions.

2. Targeted Interviews

A diagnostic isn’t just about visuals and data. You also need to listen to those who experience the service daily—both on the operational side and among the occupants.

• Conversations with cleaning teams and managers: Understand constraints such as time per zone, available tools, logistics, and training gaps.

• Feedback from occupants: In office, residential, or institutional settings, collecting user feedback reveals issues that don’t appear in reports but directly affect satisfaction.

The right questions often expose invisible but critical pain points in the user experience.

3. Document Review

Beyond the field observations, a thorough diagnostic also reviews contracts and operational documents to ensure expectations are clear—and being met.

• Contract review: Examine cleaning frequencies, covered areas, exclusions, and quality clauses. Many issues stem from ambiguous or outdated agreements.

• Operational records: Check attendance logs, service reports, corrective requests, and call logs. These help verify compliance and identify recurring problem areas.

4. Inspection of Janitorial Closets

Often overlooked, janitorial closets are critical to service quality and safety.

• Organization: Is the room clean, clear, ventilated, and compliant with safety regulations?

• Equipment condition: Are mops, carts, and machines functional and accessible?

• Product handling: Are items labeled, surface-compatible, and stored according to WHMIS standards?

• WHMIS: Are safety data sheets available and up to date? Has staff received training?

• Safety: Is an eyewash station, fire extinguisher, and first aid kit accessible?

• Ergonomics: Are tools designed to minimize physical strain (telescopic handles, wall mounts, off-the-ground storage)?

  
  

Janitorial closet corner showing lack of maintenance: damaged wall, buildup of dirt on the floor.

Concrete example of a poorly organized janitorial room: product buildup, lack of storage system

Example of a janitorial room in need of reorganization: damaged floor, unlabeled products

This janitorial room shows clear signs of disorganization: personal items mixed with cleaning equipm

This staff room reveals a general lack of oversight: buildup of dirt, broken equipment

A poorly organized closet often reflects disorganized field execution.

4. Comparing Contract vs. Reality

A crucial step is to compare what’s on paper with what’s happening on-site. Many cleaning contracts haven't been updated in years—even as the building evolves.

• Floor area accuracy: Do square footages still reflect the reality? Have spaces like mezzanines or storage areas been added or removed?

• Functional changes: Was a storage room turned into a meeting space? Are formerly vacant units now active?

• Renovations or expansions: Were new floors added or surfaces changed? Are cleaning methods still appropriate?

• Mismatch between schedule and usage: Is the building open 7 days, but cleaning occurs only 5?

• Unfulfilled services: Tasks listed in the contract may not be done due to time limits, lack of equipment, or unclear expectations.

Tip: Always validate with facts, not feelings. Objective diagnostics foster stakeholder buy-in.

Concrete Actions to Regain Control

Once the diagnostic is complete, it’s time to act. Here are proven recommendations:

Develop a Recovery Plan

The diagnostic is just the beginning. You must act quickly and intelligently to correct the most critical issues and implement lasting improvements.

• Prioritize critical zones: Start with high-traffic areas like restrooms, lobbies, and food zones.

• Implement rapid corrective actions: Address complaints immediately to rebuild trust and perception.

  
  

Adjust Frequency and Scheduling

Many service failures aren’t about what’s cleaned—but when.

• Match frequency to real usage: A lightly used corridor doesn’t need the same attention as a lobby used by 500 people daily. Consider seasonal and tenant differences.

• Integrate low-traffic time slots: Schedule cleaning during low-occupancy periods (early morning, lunch, evening) to minimize disruptions and improve visibility of cleanliness.

  
  

Modernize Equipment

Even the best teams are limited by their tools.

• Replace outdated or ill-suited equipment: Broken tools slow teams down and affect quality.

• Invest in ergonomic tools: Adjustable handles, lightweight carts, and modern equipment reduce injury risk and boost productivity.

  
  

📊 Track Results Over Time

Corrective actions only work if they’re monitored. A performance dashboard with clear KPIs ensures accountability and enables sustainable improvement.

Indicator	Frequency	Target	Source
Audit compliance rate	Monthly	≥ 85%	Standardized audit software
Complaint rate (cleanliness-related)	Monthly	↓ 50% in 3 months	Service log or ticketing system
Occupant satisfaction	Weekly	≥ 3.5★ to 4.5★	Service+ feedback device
Task frequency compliance	Weekly	100%	Digital cleaning log or schedule
Avg. response time to corrections	Monthly	≤ 24 hours	Corrective action tracking

👉 For more on which KPIs to track, read our article: Modern KPIs in Janitorial Services

Example of KPI list that can be tracked in a janitorial diagnostic or service contract.

Real-World Case Study: Before and After

Context: 

A 12-story downtown office building showed a steady decline in cleanliness. Complaints rose about odors, dirty stairwells, and smudged glass.

Diagnostic by ValkarTech:

• On-site inspection with photographic evidence

• Only 62% audit compliance

• Key areas in use were not in contract

• Cleaning frequencies didn’t match high-traffic times

  
  

Solutions implemented:

• Added two restroom cleanings per day

• Bought new enclosed carts and ergonomic tools

• Deployed Service+ feedback devices

  
  

Results after 45 days:

• 80% drop in complaints

• Audit compliance rose to 92%

• Occupant satisfaction significantly improved

A solid diagnostic leads to fast, measurable, and lasting results.

Conclusion

When cleanliness declines, it’s tempting to simply add staff or change providers. But without a structured janitorial diagnostic, you’re likely to repeat the same mistakes.

By taking the time to objectively assess the situation, align expectations, and involve the right stakeholders, you can turn a struggling property into a sustained performance success.

At ValkarTech, we provide tailored diagnostics for all environments offices, healthcare facilities, schools, residential buildings, and airports.

Suspect a drop in service quality? Let’s schedule your custom janitorial diagnostic today. 🔗 Book a consultation