RFQ19AS2025Q0020 Residential Cleaning Services Questions and Answers.pdf

U.S. Embassy Canberra General Services Office 21 Moonah Place, Yarralumla

ACT 2600

Solicitation Number: 19AS2025Q0020 - Residential Cleaning Services

Subject: Questions & Answers

Q1. Are upper-floor exterior windows accessible from the ground, or are we expected to provide ladders, scaffolding, or lift equipment?

A1. If exterior windows are upper floor most likely not accessible. Entirely up to vendor on how to clean

Q2. Some residences may contain self-cleaning ovens where chemical use is discouraged. Should we always use oven cleaner, or follow manufacturer instructions for such models? Additionally, if burner knobs are fixed or fragile, may we leave them in place to prevent damage?

A2. Follow manufacturers guidelines for certain models. If any appliances are damaged it will not be for the U.S Embassy to replace. Yes, for the burner knobs, as long as they are cleaned.

Q3. Does this include deep cleaning of internal grill components (grates, burners), or only external wiping and surrounding grease removal?

A3. Yes, cleaning all of the grill inside and out.

Q4. Are we expected to move heavy furniture during vacuuming? Are shampooing or steam cleaning services ever required?

A4. This depends on your insurance. Most furniture items can slide across the room

Q5. Should we anticipate procedures for sensitive materials like marble, heritage tile, or high-gloss hardwoods?

A5. Yes

Q6. Are we responsible for filter replacement or only surface-level cleaning? Are the systems in use split systems, ducted HVAC, or mixed?

A6. Just clean, not replacement unless you damage the mesh. There is a mixed variety of HVAC systems.

Q7. Is mold removal expected to be limited to visible surfaces only, or do we need to address severe buildup or mold in difficult-to-access areas?

A7. Remove mold. Most are surface mold, but if imbedded into tile then we will speak with the owner. Please let us know if this is the case.

Q8. Do cleaning duties include gutters, fences, garage walls, and driveways?

A8. Yes, to garage walls and driveway

Q9. Are chemical degreasers required for oil stains, or is pressure washing sufficient?

A9. Yes

Q10. Are we free to use commercially available Australian cleaning products, or are specific green-certified, low-VOC, or U.S.-approved products required?

A10. This is your choice.

Q11. Should filters be removed and soaked, or is surface wiping acceptable?

A11. Removed and soaked

Q12. Should full wall surfaces be wiped, or only spot-cleaned? Are ceiling marks and cobwebs included?

A12. Full wall surfaces. Yes, for both ceilings and cobwebs.

Q13. Are we expected to vacuum all window coverings such as drapes and blinds? Will any curtains require removal and washing or dry cleaning?

A13. You are not required to clean any window coverings.

Q14. Does this include components such as ice makers, dryer vents, dish racks, water dispensers, and air fryer inserts?

A14. You will only clean dryer vents. Small appliances are not included.

Q15. Are there any restrictions on water pressure or hose use due to building conditions or environmental policies?

A15. Must be careful with tiled areas that have sand or dirt in-between

Q16. Are there requirements for disposal of mop water, rags, dust, or mold residue?

A16. No. Take any rags etc with you when you depart the residence

Q17. Will residences typically require both light and full cleans annually, or only one type depending on the condition or tenant turnover?

A17. We will advise on what will be required

Q18. If we discover damaged or worn fixtures during cleaning, should we report them? What is the process, and will we be held responsible if the damage predates our service?

A18. Yes, please report them. If you do damage to any items, then you will be responsible in replacing the item.

Q19. Are we expected to provide photographic evidence of cleaning completion? If so, are there formatting or privacy requirements?

A19. Yes, please provide photographic evidence and no in the formatting.

Q20. Are there any spaces such as safes, utility closets, or storage areas we are not permitted to access?

A20. No

Q21. Are we expected to move all types of furniture, including beds and sofas, or only light/moveable items?

A21. Pending your insurance. Most items can slide across the room. Beds have large gaps underneath so they will be accessible.

Q22. What is the expected response time for emergency tasks? Will these be billed differently?

A22. Same process

Q23. Can we assume that all homes will have running water and power during cleaning? How should we proceed if utilities are temporarily disconnected?

A23. There will be no temp disconnections on residences. If there is a power outage in that area then we will reschedule.

Q24. Are there any homes with high ceilings requiring ladders or special safety procedures to access ceiling fans or light fixtures?

A24. We do have residences with high ceilings. Pending your procedures for high rise ceilings.

Q25. Are there any pet-related protocols we should be aware of?

A25. There will be no pets in the residences.

Q26. Should we be prepared to use steaming or hand-dusting methods for blinds and drapes, or is vacuuming sufficient?

A26. You are not required to clean any window coverings.

Q27. If keys are provided, what is the policy regarding key custody, tracking, and loss procedures?

A27. There will be a lock box on the residence’s houses. If you leave a residence to get lunch, you will need to put the key back in the lock box. For apartments, you will need to collect the keys from the guardhouse. If you lose any keys, you are responsible for replacing them.

Q28. If we encounter a condition requiring extensive cleaning beyond typical service (e.g., pest infestation, major stains, biohazards), is there a process for escalation, re-quotation, or rejection?

A28. Pest infestation will be the owner responsibility to control.

Major stains if not able to remove, please advise us.

Biohazards is not your responsibility

Q29. Number of bedrooms and bathrooms

A29. Depending on what residence you have assigned to clean

Q30. Type of property? (townhome, apartment, house)

A30. All Types

Q31. Are these single story or two story?

A31. Both

Q32. Preferred day(s) for cleaning (Monday to Friday – please provide at least two options)

A32. Any of the week, pending your availability

Q33. Preferred time of day: Morning or Afternoon

A33. Pending your availability

Q34. Desired Arrival time for cleaners?

A34. Pending your availability

Q35. Is parking available for the cleaner?

A35. Yes

Q36. Where can we park? (e.g, driveway, street parking)

A36. Driveway, street parking for houses and townhouses. For apartments, possibly use the car space in the basement

Q37. What is the name of the current contractor for this contract?

A37. As this is an IDIQ contract, we have multiple vendors who perform this service

Q38. Will there be a scheduled site visit for this opportunity?

A38. There are no site visits due to the fact that they are occupied residences Q39. What will be the anticipated award date for this contract?

A39. We expect to award the contracts 7 days after quotations are received

Q40. What will be the anticipated start date for this contract?

A40. 1st September 2025 Q41. What is the current monthly or total annual awarded amount for this contract?

A41. Total annual awarded amount is $250,000.00AUD

Q42. Have funds been appropriated for this opportunity?

A42. This is an IDIQ contract, task orders will be funded as issued.

Q43. Is this an existing contract?

A43. Yes

Q44. What is the current contract number?

A44. 19AS2024Q0018