And how facility managers should respond
Most cleaning companies start a new account with energy and attention. Managers check in regularly, problems get handled quickly, and the building looks great. But over time, some vendors begin to lose focus. Service slips. Communication slows down. Small issues become regular frustrations.
This does not always happen overnight. In many cases, the decline is gradual. A company may have taken on too much work, lost key employees, or priced the contract too low to maintain quality service long term.
So how can you tell when your janitorial provider is no longer fully invested in your facility? Here are six warning signs to watch for.
- Your Employees Are Pointing Out More Cleaning Problems
One of the first signs is an increase in complaints from staff and tenants. Maybe restroom supplies are constantly empty. Maybe fingerprints stay on glass doors for days. Maybe trash is missed more often than before.
You should not have to spend large portions of your week managing cleaning problems. A good janitorial company should reduce headaches, not create new ones. When complaints become frequent, it usually means the quality control process is breaking down.
- Management Has Become Hard to Reach
At the beginning of the contract, you probably heard from your cleaning company often. Managers visited the building, checked on service, and followed up on concerns.
Now, you may rarely see them.
If communication has become inconsistent or completely reactive, that is a concern. Strong vendors stay engaged even when there are no major problems. When management disappears, service often follows the same path.
- Problems Take Too Long to Resolve
Mistakes happen in every industry. A trash can may occasionally get missed or a restroom may need extra attention. The real question is how quickly the issue gets corrected.
If you send an email on Monday and do not hear back until Wednesday, that is a problem. Slow response times often mean the contractor is understaffed, overwhelmed, or simply not prioritizing your account anymore.
Responsiveness matters. Facility managers need partners who act with urgency.
- The Cleaning Crew Changes Constantly
The janitorial industry naturally experiences turnover, but constant staffing changes are still a red flag. If you are seeing new employees every week, it can hurt consistency and accountability.
Frequent crew changes may indicate poor training, low morale, or weak management systems. It becomes even more concerning when entire teams are replaced without any communication to the customer.
A stable cleaning crew usually leads to more reliable service.
- Equipment Looks Old or Poorly Maintained
Pay attention to the tools your cleaning crew uses. Are vacuums broken or taped together? Are carts damaged and disorganized? Does the equipment look neglected?
Professional cleaning companies invest in their operation. Worn-out equipment may suggest the vendor is cutting corners financially or no longer investing in the quality of service they provide.
That lack of investment often shows up in the results.
- Your Account Manager Keeps Changing
If you have had multiple account managers in a short period of time, it may point to larger issues inside the company.
Frequent turnover in leadership positions can create confusion, inconsistent communication, and service gaps. It may also signal internal culture or management problems that eventually affect customers.
Consistency in leadership usually leads to consistency in service.
What Should You Do If You Notice These Signs?
If several of these issues are happening at your facility, do not ignore them.
Start by scheduling a meeting with the vendor. Bring specific examples and ask direct questions about what has changed. In some cases, the problems can be corrected with better communication and clearer expectations.
You should also revisit the scope of work and confirm both sides understand what success looks like.
However, if the problems continue, it may be time to prepare for a transition. Many janitorial contracts include cancellation language tied to performance issues. Begin preparing an RFP so you are ready if a change becomes necessary.
A dependable cleaning company should help your facility run more smoothly—not create additional work for your team. Recognizing the warning signs early gives you a better chance to correct the situation before service declines even further.
