The supply question most buyers do not ask
When a facilities manager signs a janitorial contract, they are usually focused on scope of work and price. The question of who supplies toilet paper, paper towels, and hand soap rarely comes up during the sales process — and then appears as an unpleasant surprise in month two when restrooms run dry and the contractor's crew says it is not their responsibility.
There is no standard answer to the supply question. Different contractors handle it in three different ways, and none of the three is wrong — but all three must be documented in the service agreement.
The three models
Contractor supplies everything. The contractor provides cleaning chemicals, equipment, paper goods, and soap. Paper goods are restocked on every visit. The cost is factored into the monthly rate, and the facility never runs out of supplies if the service agreement is written correctly. This model is the most convenient for facilities managers and the most expensive, because the contractor must carry inventory and manage restocking logistics.
Split model: contractor supplies chemicals, facility supplies paper goods. The most common arrangement in the Hamel market. The contractor brings their own cleaning products and equipment on every visit. The facility is responsible for stocking toilet paper, paper towels, and soap in designated storage areas, and the contractor restocks dispensers from that supply. This model requires the facility to maintain an inventory — typically a 2–4 week supply — and replenish it before it runs out.
Labor-only. The contractor supplies labor and equipment. The facility supplies all consumables — cleaning chemicals, paper goods, and soap. This model is the least expensive in terms of contractor cost and requires the most facility-side management. It is more common in large facilities with in-house procurement teams and established supply chain relationships.
What to look for in the contract
Before signing any janitorial service agreement, find the section that addresses supplies. It should state explicitly who is responsible for cleaning chemicals, who is responsible for paper goods, and who is responsible for soap. If the contract does not address paper goods and soap explicitly, add language before signing. "Supplies included" without further definition has produced enough disputes to be worth clarifying in writing.
Ask the contractor what happens when your supply stock runs low between visits. A responsible contractor will check your supply levels on every visit and flag low stock to the facilities contact — not simply leave restrooms unstocked when supplies run out and say it is the facility's responsibility.
At Hamel Janitorial
Our service agreements specify the supply arrangement for each account explicitly. Most of our accounts in the Hamel area use the split model — we supply chemicals and equipment, the facility stocks paper goods and soap. We check supply levels on every visit and notify the facilities contact when stock is approaching a two-week threshold. If a facility prefers the full-supply model, we can arrange it and price it accordingly.