READING DOMESTIC CLEANING CLIENTS FAQ

Rodolph Warot
13.11.20 08:40 PM Comment(s)

Frequently asked questions answered for you:

What information do I need to provide when I first contact you?

Basic details are achieved through the online payment platform on our website and we would take more details about your property and required services over the phone.

If your cleaners arrive and find the requirements are very different to those described they may not go ahead with the job. You would be advised of any change before they started cleaning the property.  It is very unusual for this to happen as most people do describe their property and requirements fairly.

On arrival each cleaner would hand you in a client instruction, a very detailed check list so you can tick all boxes you require for cleaning.

How much does cleaning cost?

The price is fixed at £12.50 per hour - effectively £2.50 Agency fee + £10 directly to the cleaner

You book cleaners on an hourly rate. Alternatively, a price can be agreed based on the size of property and your specific needs.

There is minimum charge of £25 (essentially 2 hours clean) that we must apply to even small jobs. This is because all jobs involve travelling and incur back office expenses.

How do I pay the £2.50 per hour Agency fee?

You pay the agency fee via our secure on-line payment platform on our website

You choose the number of hours x£2.50 and enter either Weekly, Fortnightly, Monthly cycle or every 3 or 6 months

 and you can even set a cycle limit!

Example: You require 2x hours per month you enter £5 on our online payment platform and choose monthly cycle and set a cycle limit of your choice, for example over the course of 3 or 6 or 12 months months max.

How often can I have a cleaner?

You can book a cleaner as often as you like. Fortnightly visits are a popular choice but weekly, monthly, every 3 or 6 months or once a year cleans can also be organised. If you have something special going on, you can book a one-off visit, either in addition to your regular clean or just that once.

Can I book a cleaner at short notice?

We can sometimes help at short notice but booking in advance will help ensure you get the date and time of day you prefer.

Can I book cleaners to arrive at the same time each week?

If it is extremely important for you to ensure your cleaner/s arrive at your property at a set time we recommend an early morning appointment.  Alternatively, you’ll be provided with an estimated arrival time. The cleaner will let you know prior to arrival if they will be a little earlier or later than planned.

Do I need to be in when the cleaners are due to arrive?

Cleaners can hold a set of keys for your property so it is not essential that you are home when they clean. Many customers move to this option within a few weeks of having regular cleaning as it’s so convenient for them. If you home when cleaners are working, they are discreet as possible and try not cause unnecessary disturbance. A key collection service and/or return to a different address can also be arranged at an additional small charge.

Although it is not essential, it is recommended you are at your property when the cleaners are due to finish so they know you are 100% happy with the results. This is especially true for a first clean or one-off clean.

Will the cleaners want refreshments while they work?

Cleaners will always provide their own refreshments, such as bottled water. If you want to offer a cup of tea or something then that is completely up to you. If the weather is hot or the clean is over three hours then the cleaners may stop for a short break. This should, however, not impact on the quality of your home clean.

Do I need to leave instructions for the cleaners each week? (regular cleans)

It will not be necessary for you to leave notes each week for the cleaners unless your needs have changed since you first registered for cleaning. If you have something special you would like the cleaners to do within the time booked you can leave a note or let us know by giving us a call and we will make sure the cleaner gets the message.

Will the cleaners use my cleaning equipment?

Please supply your cleaner with the relevant cleaning material

If you would prefer your cleaners to use their own products and/or equipment please let us know when you make your booking.

Breakages

Occasionally, things do break when they are being cleaned, no matter how careful the cleaner. You should take reasonable precautions. Please ensure breakable items are not left in positions where they could easily be damaged by accident. You should alert cleaners to any items of high monetary or sentimental value.

What happens if I go on holiday or need to cancel a clean?

If you have regular cleaning bookings and want to skip a week please email us and we will let the cleaner(s) know. The more notice the better as it allows cleaners to take bookings to fill any empty slots. If you cancel a booking with less than one working day’s notice a 30% cancellation fee will be applied.

What if I’m not happy with the cleaning?

If you aren’t happy with the service you receive from your cleaner/s then please let them know. Cleaners don’t want to have unhappy customers. It’s important to report any concerns as soon as possible, ideally at the time of the cleaning visit so any issues can be dealt with. If this doesn’t work you can let us know and we do our best to help.

More frequently asked questions can be answered. We are happy to answer any additional questions – just give us a call.

Thank You!

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