What a vendor site audit is, and what it isn't
A vendor site audit is a structured, documented review of how a vendor is performing their obligations at a specific location. It's different from a routine inspection in two important ways: it's more comprehensive, and it produces a formal record that can be used in performance reviews and contract discussions.
A site audit isn't a surprise check designed to catch vendors out. Its purpose is to create an accurate, objective picture of performance at a point in time, and to give vendors the opportunity to understand and respond to what was found.
Audits should be conducted at regular intervals (quarterly is appropriate for most facility service vendors) and whenever a significant performance concern arises. The process is the same either way.
What a vendor site audit covers
A thorough site audit covers four areas.
1. Service delivery quality
This is the core of the audit, a systematic assessment of whether the vendor's work meets the agreed standard. For each area of the facility covered by the vendor's scope, assess:
- Cleanliness and presentation (if applicable)
- Completion of contracted tasks
- Condition of vendor-maintained equipment or assets
- Compliance with agreed procedures (e.g. use of specific products, processes, or PPE)
Use a scoring framework rather than pass/fail assessments, scores allow you to track trends over time and make comparisons across sites and vendors.
2. Documentation and reporting
Is the vendor maintaining the records they're required to keep? Check:
- Completed work logs or sign-off sheets for each scheduled visit
- Incident and near-miss reports (are they being submitted as required?)
- Equipment inspection and maintenance records
- Staff training and certification records
Missing documentation is a finding in itself, regardless of the quality of the physical work.
3. Compliance status
Is the vendor's documentation current? A robust vendor compliance tracking system makes this verification straightforward. At the time of each site audit, verify:
- Insurance certificates are current and cover the required scope
- Applicable licences and certifications are current for all staff performing regulated work
- Any regulatory compliance requirements specific to your sector are being met
4. Operational practices
Beyond the work itself, observe how the vendor's team operates:
- Are staff wearing required PPE and following safety procedures?
- Is equipment being stored correctly and in good condition?
- Are staff interacting appropriately with building occupants?
- Is the vendor's supervisor or account manager accessible and responsive?
Vendor site audit checklist
Use the following as a starting framework, adapted for your specific services and sector.
Before the audit
- Confirm the audit date with the vendor in advance
- Review the previous audit findings and any outstanding improvement actions
- Confirm the scope of services to be audited
- Prepare scoring sheets for each area
On site, service delivery quality
- Assess each contracted area against the agreed standard
- Score each area (1–5 or 1–10 scale)
- Photograph any areas of concern
- Note any areas that exceed the standard
On site, documentation review
- Check work completion logs for the audit period
- Check incident and near-miss reports
- Check equipment inspection records
- Check staff training records
On site, compliance check
- Verify insurance certificate currency
- Verify relevant licence and certification currency
- Check any sector-specific regulatory compliance requirements
On site, operational practices
- Observe PPE compliance
- Check equipment storage and condition
- Note any staff conduct issues or commendations
After the audit
- Calculate overall score and document findings
- Compare to previous audit result (improving / declining / stable)
- Share findings with vendor within the agreed timeframe
- Agree on any corrective actions with timelines
- Schedule follow-up review for significant findings
How to share audit findings with vendors
The format matters. A well-structured audit report covers:
- The overall score and how it compares to the previous audit
- Findings by category, with supporting notes and photographs
- Any compliance issues identified
- Agreed corrective actions with names, timelines, and success criteria
The conversation around the findings should be structured but not adversarial. Present the data, give the vendor the opportunity to respond, and use the discussion to understand root causes rather than just document symptoms.
Vendors who receive well-documented audit findings and have the opportunity to respond constructively are more likely to improve than vendors who receive a summary email with a list of complaints.
Making audits part of your performance management system
A site audit that sits in a folder and is never referenced again has limited value. The real value comes from connecting audit findings to your broader vendor management process.
Audit scores should feed into your vendor performance dashboard, inform your contract review process, and be shared with vendors at regular performance review meetings. A pattern of declining audit scores is a clear signal that a performance conversation needs to happen, and the audit documentation gives you the evidence to have it objectively. For a step-by-step guide on how to handle a vendor performance issue without damaging the relationship, that process starts there.
Evalystar allows facility teams to record and track site audit findings alongside other performance data, so audit results are part of the complete performance picture rather than a separate process. See how it works.