Lock-out policy

A lock-out occurs when a Cleaning Technician is accidentally locked out of a customer’s home during a service—often while taking out the trash, retrieving items from their car, or stepping outside briefly. To prevent these incidents and ensure smooth service delivery, Clean Freaks has established the following policy.

ITEMS THAT MUST BE ON YOUR PERSON AT ALL TIMES

To reduce the risk of lock-outs and maintain safety, the following must remain on your person throughout your shift:

• Client keys (attached to the provided D-ring clip or carried securely)
• Personal keys
• Cell phone (charged and accessible for communication)

Do not leave these items unattended in your vehicle or elsewhere while on a job site.

LOCK OUT PROTOCOL: 

• Immediately contact the office to report the situation and await further instructions.
• Do not attempt to force entry or access the home through unsecured points.
• If access cannot be regained within 15 minutes, the service may be marked as a lock-out and documented accordingly.
• A Lock Out may result in you waiting several minutes sometimes hours for the client to return home.  Time spent waiting is not compensated unless management approves otherwise.

IMPORTANT NOTES

• Repeated lock-out incidents due to failure to follow this policy will result in Disciplinary Action.
• Client keys are to be treated as sensitive items and must remain in your possession throughout the workday. Be sure you are in accordance with our Client Key Policy.
• ⚠️All communication related to lock-outs must go through the Clean Freaks office, not directly to the client unless explicitly instructed.

• HANDBOOK HOME