Every Westralian contract runs on the same model: a site supervisor who checks the work, one Account Manager who owns your contract, and inspection records you can see. Our cleaning, security and customer service teams are directly employed, so we control the training, supervision and quality on your site ourselves.
Who supervises your site, and who manages your account
A Site Supervisor runs your site day to day. A named Account Manager is your single point of contact for the whole contract, across every site you have with us.
- Site Supervisor
- Allocates tasks, checks completed work and fixes shortfalls with the team before sign-off. Your first call for anything operational. Larger sites have a supervisor based on site; smaller sites are visited on a set schedule.
- Account Manager
- Your named contact for the contract. Runs formal quality inspections, meets you regularly, issues KPI reports and handles escalations, variations and periodic works.
- Operations Manager
- Oversees service delivery across our portfolio, approves corrective action plans, chairs contract reviews and backs up your Account Manager.
- Risk and Security Manager
- Maintains our quality and safety systems and the audit schedule, and investigates significant incidents and non-conformances.
- CEO
- Reviews quality across our contracts each quarter and is the final escalation point. As a family-owned business, our CEO is directly reachable.
Issues escalate from Supervisor to Account Manager to Operations Manager to CEO, and each step has the authority to commit extra resources.
How often we audit quality, and how
Your supervisor checks the work as it is done, your Account Manager inspects it formally, and the whole system is audited quarterly and annually. Inspections are recorded in Mitti (formerly SafetyCulture) with photos, so findings, actions and close-outs are on record.
- Every shift or scheduled visit
- Site Supervisor. Walks the site against a checklist agreed with you, before sign-off or before the site opens. Shortfalls are fixed with the team on the spot.
- Continuously, where installed
- Checkpoint tracking. Cleaners log each checkpoint, such as washrooms and entries, on WesTrack, our beacon-based tracking system, so a missed round shows up straight away.
- Weekly or monthly, set by site complexity
- Account Manager. A formal quality inspection scored against your specification, with photos. Signed by the Account Manager and your representative, with actions assigned to the supervisor.
- On completion
- Account Manager. Periodic works, such as strip and seal, pressure cleaning and high cleans, are inspected and signed off with your representative.
- Quarterly
- Account Manager. KPI report: non-conformances, incidents, hazards, missed KPIs with root cause, the action plan and progress on earlier actions.
- Quarterly
- Risk and Security Manager. Internal audit of the system itself: schedules, records, training currency and equipment compliance.
- Annually
- Operations Manager and CEO. An internal safety audit benchmarked against ISO 45001, and a management review chaired by the CEO.
When something isn’t right, we rectify it as part of our normal operations, and urgent issues come first. A repeat finding triggers a review of training, rostering or method to find the cause. Our quality system is aligned to ISO 9001, and our safety management system holds WorkSafe Plan Platinum.
How often we meet you
Your Account Manager meets you weekly or fortnightly; smaller sites meet monthly or on a set schedule. Performance is reviewed every quarter and the contract every year.
- Daily, as needed
- Site Supervisor. Operational issues, hazards and ad hoc requests, sorted with your site team.
- Weekly
- Account Manager. Weekly reporting, set up around what you need to see, is available to every client.
- Weekly or fortnightly
- Account Manager. Contract meeting covering performance, issues, complaints, upcoming periodic works and improvements, with minutes and actions. Smaller sites meet monthly or on a set schedule.
- Quarterly
- Account Manager and Operations Manager. Performance review: KPI trends, audit results, incidents, your feedback and the improvement plan.
- Annually
- CEO and Operations Manager. Contract review against your expectations and industry benchmarks.
- Any time
- Emergencies. Call us about an emergency at any hour. Most nights we have teams working through the night.
We can run meetings on your agenda and report in your templates.
How we take over a site from another contractor
We plan for at least four weeks from award to our first shift, and aim for a handover your customers and tenants don’t notice.
- Weeks 0–1: set-up
- Kick-off meeting with you. A transition lead is appointed, and access, scope, contacts and reporting are confirmed.
- Weeks 1–2: people
- Good incumbent staff can be invited to join us, with your input. Internal transfers and recruitment fill the rest, and every starter is police-cleared and has their credentials checked.
- Weeks 1–3: induction and safety
- Company and site inductions, safety and chemical training, and competency checks. The site risk assessment and safe work method statements are completed and signed by the crew.
- Weeks 2–3: equipment and systems
- Equipment, chemicals and consumables are delivered and stored on site. Schedules are loaded into rostering, inspection checklists are built, and tracking beacons are installed where used.
- Weeks 3–4: go-live
- We walk the first clean with you and photograph it. That record becomes the baseline we’re measured against.
- Days 1–30: stabilise
- Daily management presence on site, the snag list closed out and KPI baselines set.
- Days 30–90: review
- The routine audit cycle is running and we hold the first formal performance review with you.
Staff who already know your site are valuable. Where it suits you, we offer good incumbent staff the chance to join us, and we run inductions before the start date so the changeover is smooth.
See it in practice: our ten years at Cockburn Gateway and Belmont Forum, which started with a takeover.
How we report across multi-site contracts
Every site runs on the same systems, so a multi-site portfolio reports as one: one Account Manager, one set of KPIs and one dashboard with a line for each site.
- The same data from every site. Humanforce records rostering and geo-fenced sign-on, which shows who was on site and when. Mitti holds inspections, photos, corrective actions and training records. WesTrack logs cleaning rounds. All three feed one Power BI dashboard.
- Portfolio view, then drill down. Compliance for each site sits side by side, week by week, and you can open one site, one zone, one day or one shift.
- Weekly and monthly reports. Weekly reporting tailored to you is available to every client. Each month you get a portfolio summary up front, then a site-by-site breakdown of KPIs, inspection results, incidents, open actions and periodic works completed.
- One meeting, every site covered. On one shopping centre portfolio, for example, a single meeting reviews incidents, security coverage, training records and contract matters for each centre.
- Your formats. Reports come in Excel, PDF or through SharePoint, in your templates and file-naming conventions. Invoices are itemised by site with the service reports attached.
Buying through a tender or supplier panel? Our ABN, insurances, licences and accreditations are on the procurement page, and our case studies show this model on real sites.