Service provider information

Service provider

Operating unit or entity

Type of service

Hygge Host Oy provides home and business cleaning, move-out cleaning, window cleaning, and cleaning of accommodation properties, as well as hosting services, in Lapland and Himos.

Person responsible for operations

Mission, values and operating principles

Mission

Hygge Host Oy provides home and business cleaning, move-out cleaning, window cleaning, and cleaning of accommodation properties, as well as hosting services, in Lapland and Himos.

For every client we draw up a service agreement that takes into account the needs of each individual and business. The agreement sets out, together with the client, the tasks to be performed, the agreed schedule and the price of the service. The agreement is always made in writing in two copies and is updated as needed. In our agreements we observe a duty of confidentiality.

Values and principles

Our values are reliability, quality, a client-oriented approach, flexibility, professionalism, environmental friendliness and respect for our employees.

Implementation of self-monitoring

Risk management

The open, safe and trusting atmosphere of our work community makes it possible for both clients and staff to dare to raise any possible concerns relating to quality and safety. Our staff are committed and engage in daily discussion with management. We aim to anticipate risks through a careful assessment visit at the client's premises. Staff are thoroughly familiarised with each site and with the self-monitoring plan, and suggestions for developing the self-monitoring plan are gladly received. To prevent accidents, staff are equipped with appropriate tools and clothing (shoes, etc.). In addition, we ensure that the necessary insurance is in force in the event of any accidents or damage. Risk assessments and hazard identifications have been carried out at the workplace as written documents, which are updated annually.

Identifying risks

Risk identification is carried out in cooperation with the entire staff. Every employee must bring risks and hazardous situations to the attention of management. We also ensure that tools are intact and clean. During work, care is taken to ensure that tools do not create a tripping hazard.

Addressing risks

Identified concerns are reviewed with the client and staff and we aim to correct them as soon as possible. In addition, we always consider how similar occurrences can be prevented in the future.

Corrective measures

Concerns are addressed immediately once they arise. The matter is discussed with those involved, and together we consider possible changes to procedures and a reassessment of the service needs.

Communicating changes

Staff and other relevant parties are informed by phone, in person or by email.

Preparation of the self-monitoring plan

Person or persons responsible for planning self-monitoring

The following participated in preparing the self-monitoring plan: Mikko Lempiäinen.

Responsible for the planning and monitoring of self-monitoring: Mikko Lempiäinen, +358 400 699 916, mikko@hyggehost.fi.

Monitoring of the self-monitoring plan

The self-monitoring plan is updated whenever changes relating to service quality and client safety occur in the operations, but at least once a year.

Publicity of the self-monitoring plan

The self-monitoring plan is available on the company's website at www.hyggehost.fi.

Client's status and rights

Assessment of service needs

The service need is always assessed through a free assessment visit to the site, where the service need is evaluated together with the client.

Service plan

The service plan is drawn up together with the client. We monitor the implementation of the service plan. Staff are familiarised with each client site separately. We aim to ensure that the same employees visit the client's home and business premises.

Respectful treatment of the client

Proper, friendly and respectful treatment is an absolute right of every person. We do our work with all our heart. We respect the client's decisions, right to self-determination and privacy, and we observe a duty of confidentiality. We always act on the client's terms. If we detect inappropriate treatment or unsuccessful interaction, it is management's duty to intervene without delay and to clarify the events with all parties.

Collecting, handling and using feedback to develop operations

All client feedback is collected regardless of how it was received. Feedback is reviewed with staff and, where necessary, used to develop the self-monitoring plan or the client's service plan. Complaints are responded to, where necessary, with a written reply as quickly as possible. Client feedback can be received by phone or email, either in person or via our website. Feedback is an extremely important tool for the continuous development of our operations. Any negative feedback is treated as a development need and responded to immediately. Positive feedback helps us cope at work and serves as an incentive for the company.

Client's legal protection

If a client is dissatisfied with the service they have received, they have the right to have any concern corrected free of charge.

Complaints and notices are addressed to the service provider. They are handled by the managing director (Darja Lempiäinen) or a person authorised by her. Any notices are handled immediately upon receipt.

Client safety

The service provider's tools and equipment are used in the work, and the work is carried out in the client's home or business premises. Company-level safety is the responsibility of the managing director. For our part, we ensure that the working environment is as safe as possible for our client. If we detect a concern, we notify the client of it immediately. We make sure that items are returned to their proper places after cleaning. The client's keys are handled appropriately. Employees are always interviewed in person and a written employment contract is made with them. During the trial period we assess the employee's suitability for our team. Staff are thoroughly familiarised with each site as well as with the tools and our procedures. Work follows an aseptic work sequence, protective clothing is used where necessary, and hygienic working is ensured.

We follow the regulations and recommendations of the authorities in all safety-related matters.

Principles of staff recruitment

Staff recruitment is guided by employment legislation and collective agreements, which define the rights and obligations of both employees and employers. Recruitment is always carried out in person, with particular attention paid to the suitability and reliability of individuals. We always take great care over induction. Induction is emphasised even further if the employee to be hired does not have suitable training or sufficient prior experience.

Staff induction and further training

As a rule, work is carried out in pairs. We ensure that a new employee is always paired with an experienced person providing induction. Further training is arranged as needed.

Processing and recording of client data

In our company, client data is processed confidentially and securely: we do not use paper documents but rely solely on an electronic signature service and a booking system to which only staff have access. Electronic client registers are used for invoicing purposes and are appropriately protected with usernames and passwords. In all our operations we observe a duty of confidentiality and secrecy.

Personal data is processed in accordance with the privacy policy.

Monitoring of the self-monitoring plan

The implementation of the self-monitoring plan is monitored and updated as needed, but at least once a year. The self-monitoring plan is approved and confirmed by the company's director/entrepreneur.