← Residential SOP Course Home →
"Clean. Maintain. Enhance."

SOP-STR-001: Strata / Commercial Carpet Cleaning

Standard Operating Procedure — Common Area Maintenance (Low-Rise & High-Rise)
COR Certified IICRC S100 Compliant • WorkSafeBC 2026 • COR Certified • CRI Standards
SOP ID
SOP-STR-001
Version
2.0
Effective
April 2026
Review Cycle
Annual
Applies To
All Carpet Cleaning Crews

Low-Rise (1–5 Floors)

  • Truckmount HWE from ground level
  • Hose run through main entry or service door
  • Visitor parking or loading zone access
  • Water source typically janitorial room
  • Typically one BM on-site

High-Rise (6+ Floors)

  • Portable extractor required for upper floors
  • Service elevator booking mandatory
  • Loading dock / underground access
  • Water source: janitorial, boiler, mechanical, or amenities room — CL selects best option with BM permission
  • Concierge + BM coordination required
01

Purpose

This SOP defines the standard job flow for delivering consistent, safe, and brand-compliant carpet cleaning in strata buildings and commercial common areas. It covers the full service lifecycle from pre-job planning through close-out and documentation.

Cleaning technique, chemistry, and equipment mechanics are covered in the Carpet Cleaning Technical Manuals (FRP Library) — this document covers how to run the job, not how to run the machine.

02

Scope

Applies to all strata and commercial common area carpet cleaning including:

  • Low-rise strata buildings (1–5 floors) — recurring maintenance
  • High-rise strata buildings (6+ floors) — recurring maintenance
  • Hallways, lobbies, elevators, amenity rooms, stairwells
  • Emergency / urgent carpet cleaning (24–48 hour response)
03

Workflow Steps

1

Pre-Job Planning (2 Days Before + Morning Of)

Crew Leader Review Skedulo 2 days before: job scope, service type, site contact info, internal notes, equipment needs (truckmount vs portable vs Whittaker TRIO)

Crew Leader Call/text site contact 2 days prior as confirmation reminder — PMs manage many buildings; access person may be unavailable or forget

Crew Leader Confirm service elevator booking (high-rise) or parking/loading zone access (low-rise)

Crew Leader Day of — open Skedulo, press "Start Travel" (auto-texts site contact: "We are on our way")

Crew Member Load vehicle per equipment list; verify chemical stock

Drive Like a Pilot: Branded vehicle = mobile billboard. Obey all traffic laws, no phone use while driving. Represent the company with every lane change.
2

Arrive and Access

Crew Leader Park in visitor parking or loading zone — never block fire lanes, resident spots, or driveways

Crew Leader Call Building Manager / site contact on arrival

Crew Leader Greet warmly, introduce team by name

Crew Leader Ask about: parking validation, water access points, waste water disposal area, building workflow or restrictions today

Crew Leader Sign in at front desk / concierge; collect all keys/fobs for servicing areas — plan return method NOW before site contact leaves or becomes occupied

NO-SHOW Protocol: Wait 15 minutes. Photo the front entrance. Call Dispatch. Do not leave the site until cleared by Office.
3

Pre-Inspection and Work Plan

Crew Leader Walk all areas with BM. Identify and document challenge areas (traffic lanes, pet stains, permanent dye changes, furniture impressions)

Crew Leader Take "before" photos — wide shots of each area + close-ups of concerns

Crew Leader Set expectations on permanent stains before cleaning begins: "This area has a permanent dye change and may not fully come out"

Crew Leader Confirm cleaning method per work order AND observed site conditions:

  • Truckmount HWE — ground / low floors with direct hose access
  • Portable HWE — upper floors where truckmount hose cannot reach
  • Whittaker TRIO Encapsulation — interim maintenance between deep cleans

Crew Leader Communicate the work plan to BM: areas to be cleaned, method, work flow direction (furthest point to exit / highest floor to lowest), estimated time, drying time

Never guarantee stain removal. Never comment on previous company's work. Never make health claims ("kills bacteria," "removes allergens").
4

Setup and Protection

Crew Member Place wet floor signs at all access points, hallway entries, and elevator landings

Crew Member Post "Cleaning in Progress" signage — maintain a walking path for residents at all times

Crew Member Lay corner guards on walls where hoses will run; place drop cloths / hose protectors on hard floors

Crew Member Route hoses; connect to water source

Crew Leader Verify equipment is operational before first pass

Crew Leader Truckmount: position vehicle exhaust away from building, entrances, and walkways; dispose waste water per BC regulations (FRP-015)

5

Execute Cleaning

Execute cleaning per confirmed method and work order. Work from the furthest point toward the exit, or from the highest floor to the lowest.

Crew Leader + Crew Member Perform cleaning per the confirmed method

Crew Leader Handle resident concerns professionally throughout service

Crew Leader Price questions, building concerns, scope changes → direct to BM / PM / Office. Never quote or authorize on the spot.

Technical Methods & Chemistry → FRP Library
STOP WORK Triggers: Mold, pests, biohazard, structural damage, fire alarm, water leak — photo it, call Office immediately, do not proceed until cleared.
Resident Concerns: "We are maintaining the common area carpets today. We should be done by approximately [time]. Thank you for your patience."
6

Post-Inspection and Walkthrough

Crew Leader Inspect all cleaned areas before calling the BM for walkthrough

Crew Leader Walk BM through results, area by area. Point out improvements; honestly note any stains that did not fully resolve

Crew Leader Communicate drying time: "Carpet will be dry in 4–8 hours. We recommend keeping signage up until dry."

Crew Member Place foam blocks under furniture legs; set up air movers in high-traffic areas

Crew Leader Offer maintenance recommendations for ongoing care (general guidance only)

7

Close-Out and Depart

Crew Leader Brief report to BM / Strata Council: summary of work completed, areas of concern, recommendations

Crew Leader Upload to Skedulo: before/after photos, completion notes, detailed job report + recommendations

Crew Leader Mark job "Complete" in Skedulo

Crew Leader Return ALL keys/fobs. Verify all doors locked. Sign out at front desk

Crew Member Remove all signage, hoses, equipment, drop cloths from site

Crew Member Leave the site cleaner than you found it

Drive Safe Home: Obey all traffic laws. Branded vehicle represents Servus at every intersection.
04

Roles & Responsibilities

Role Key Responsibilities
Crew Leader Pre-job planning, Skedulo management, 2-day confirmation call, BM/PM communication, pre-inspection, method confirmation, expectation setting, key/fob management, post-inspection walkthrough, close-out reporting
Crew Member Vehicle loading, equipment setup/teardown, signage placement, protection placement, cleaning execution, air mover setup, hose routing, site cleanup
Dispatch / Office Job scheduling in Skedulo, PM/BM coordination, billing and invoicing, follow-up satisfaction surveys, scope change authorization
Building Manager Access provision, service elevator booking, key/fob handoff, water source identification, walkthrough participation, service notice distribution
05

Safety

  • Wet floor signage at all entry points and elevator landings during work
  • Corner guards and drop cloths to protect building surfaces
  • "Cleaning in Progress" signs posted — maintain walking path for residents at all times
  • PPE: gloves, safety glasses for chemical handling
  • Hose routing to prevent trip hazards in hallways and stairwells
  • Never leave running equipment unattended
  • Electrical load verification before connecting truckmount or portable
  • WorkSafeBC ergonomic guidelines for lifting (max 50 lbs solo)
  • Report any property damage immediately to Crew Leader → Office
  • Post safety signs in elevators when common area carpets are wet
  • Follow all Safety Data Sheets (SDS) for every chemical in use — SDS binder must be accessible on-site at all times
STOP WORK Triggers: Mold, pest infestation, biohazard contamination, structural damage, fire alarm activation, water leak — all require immediate work stoppage, photo documentation, and Office notification before proceeding.
06

Systems & Tools

Scheduling & Communication

  • Skedulo — job scheduling, "Start Travel" auto-text, status tracking, photo upload, job completion reporting

Equipment (names only — operating procedures in FRP Library)

  • Truckmount (primary for ground / low floors)
  • Portable extractor (upper floors where truckmount hose cannot reach)
  • Whittaker TRIO (interim encapsulation maintenance)
  • Air movers / fans
  • Wand, hoses, corner guards, drop cloths
  • Wet floor signs, "Cleaning in Progress" signs

Chemicals (names & purpose only — dilution ratios and pH in FRP Library)

  • Pre-spray (traffic lane and general)
  • Rinse / neutralizer
  • Spot treatment products
  • Deodorizer (as needed per work order)

PPE

  • Nitrile gloves, safety glasses for chemical handling
  • Non-slip footwear
07

Communication

When Who What How
2 days before CL → Site Contact Confirmation reminder — verify access, elevator, parking Call / text
Day of (departure) CL → Site Contact "We are on our way" notification Skedulo auto-text
On arrival CL → BM Arrival confirmation + parking / access / water check Phone call
Pre-inspection CL → BM Walkthrough, challenge areas, permanent stain expectations, method + work plan In person
During service CL → Residents Professional courtesy; redirect price / building questions to BM/PM/Office In person
Post-inspection CL → BM Results walkthrough, drying time, maintenance recommendations In person
Close-out CL → BM Brief report: work completed, areas of concern, recommendations In person
Close-out CL → Skedulo Photos, notes, detailed completion report + recommendations Skedulo app
Within 24h Office → PM Satisfaction follow-up Email
08

Quality Checks

  • 2-day prior confirmation call completed
  • Pre-inspection photos taken (wide shots + close-ups of concerns)
  • Permanent stain expectations set with BM before cleaning
  • Cleaning method confirmed per work order AND observed conditions
  • Wet floor signs and "Cleaning in Progress" signage placed before any wet work
  • Keys/fobs secured with return plan confirmed
  • Post-inspection completed by CL before BM walkthrough
  • Post-inspection "after" photos taken
  • Foam blocks placed under furniture legs
  • Air movers positioned in high-traffic areas
  • All photos and notes uploaded to Skedulo
  • All keys/fobs returned and doors verified locked
  • All signage and equipment removed from site
  • Job marked "Complete" in Skedulo
09

Exceptions & Escalation

  • No-show / no access: Wait 15 minutes. Photo the front entrance. Call Dispatch. Do not leave until cleared by Office.
  • Access denied to a room / area: Skip the area. Photo the locked door. Note in Skedulo. Inform BM. Clean on next scheduled visit.
  • Fire alarm / water leak: Evacuate immediately. Call BM + Office. Do not re-enter until cleared by building management.
  • STOP WORK (mold, pests, biohazard, structural damage): Photo the hazard. Call Office immediately. Do not proceed until cleared.
  • Equipment failure: Switch to backup unit. Contact Office if rescheduling is required.
  • Scope change on-site: CL contacts Office for authorization. Never quote or authorize additional work independently.
  • Resident complaint during service: Respond professionally: "We are maintaining common areas today. Done by approximately [time]." Escalate building concerns to BM.
  • BM dissatisfaction: Attempt resolution on-site (re-clean area, additional spot treatment). If unresolvable, escalate to Office within 24 hours.
  • Lost key / fob: Report to BM and Office immediately. Document in Skedulo. Do not leave the building until the situation is resolved.
10

Close-Out

After every strata / commercial job, complete in order:

  1. Post-inspection walkthrough with BM, area by area
  2. Communicate drying time and recommend keeping signage up until dry
  3. Brief verbal report to BM / Strata Council
  4. Upload before/after photos + detailed notes to Skedulo
  5. Include recommendations for ongoing maintenance in job report
  6. Mark job "Complete" in Skedulo
  7. Return ALL keys/fobs — verify doors locked
  8. Sign out at front desk / concierge
  9. Remove all signage, equipment, hoses, drop cloths from site
  10. Leave the site cleaner than you found it
  11. Drive safely home — branded vehicle represents Servus at every intersection
11

KPIs / Success Metrics

> 90%
On-Time Arrival

Within ±15 min window

100%
2-Day Confirmation Call

Site contact reached before every job

100%
Pre-Inspection Photos

Before + after every job

100%
Method Confirmation

Verified before first pass

100%
Post-Inspection Walkthrough

BM walkthrough before departure

100%
Skedulo Completion

Photos + notes uploaded same day

< 2%
Re-Clean Call Rate

Within 30 days of service

> 4.5 / 5.0
PM Satisfaction Score

Post-job survey average

100%
Key/Fob Return Rate

Zero lost keys per quarter

0
Property Damage Claims

Zero per quarter target

12

Reference

Residential SOP Course Home
Servus Group — Specialty Cleaning

Professional Carpet Cleaning Certification

Contact: 604-435-1135 | info@servusgroup.com

160-21900 Westminster Hwy, Richmond BC V6V 2K3 | servusgrouplowermainland.com

COR Certified IICRC S100 Certified CRI
This material is for Servus Group staff training and certification purposes only. All equipment and chemicals referenced are approved for use by Servus Group and comply with applicable safety standards (WHMIS, WorkSafeBC). Product recommendations and protocols reflect Servus Group’s best practices and may vary based on site-specific conditions. Always consult equipment manuals and chemical Safety Data Sheets (SDS) before use.