Frequently Asked Questions
Do I have the same cleaner on each visit?
Yes. We don't see how else a cleaner can get to know your house unless they work there on a regular basis. Clearly this also makes your clean more efficient as a derivative of familiarity. However, there are circumstances where due to illness or holiday your regular cleaner might be unavailable. On such occasions we will endeavour to provide as much notice as possible and offer temporary cover.
Do you do ironing?
Yes we do. We can also put it away for you and make beds if you wish.
Oven Cleaning and Carpet/Upholstery Cleaning
Yes we do offer these services often need a little more notice to schedule them in.
Are cleaners insured and vetted?
All cleaners are fully insured by Polished Insurance Ltd, a specialist insurance company for the cleaning industry. As such they afford more specific cover - to find out more about insurance cover please refer to our Terms & Conditions.
In terms of our vetting procedures we require a DBS check (formally CRB) or a recent Disclosure Certificate, in addition to two references. Our selection process works in the following way: New applicants must attend a face to face interview usually held in their own home. Following this, references are checked and the applicant is left with our cleaning manual to study, prior to an online examination. In addition to necessary information about how our internal systems work, we also focus on customer service standards and very specific cleaning practices. A week of practical cleaning assessment is then undertaken by one of our supervisors after which we will decide whether or not to offer the applicant work.
How many hours do I need?
This really does depend enormously on what you are looking to achieve from your domestic help. Most of our customers are simply looking for a weekly clean, and for most homes this will take between two to four hours per visit. Larger houses and families often prefer multiple visits during the week in order to keep on top of things.
As every cleaning schedule is put together on a bespoke basis for each customer, we can be extremely flexible in the satisfaction of your requirements. Our minimum visit is 2 hours due to the logistics of staff travelling to and from appointments.
How do I know my cleaner isn't leaving early?
This is probably the most frequently asked frequently asked question! In short, we use geo-fencing technology built into our proprietary software system to clock in and clock out staff from each job location via smartphone.
To start and conclude a job, a cleaner must be within very close proximity to your property at the time scheduled for your appointment. We go into more detail on how our software system manages our cleans in our Services section.
How do you maintain standards?
As noted above, each clean is undertaken using a Personalised Cleaning Checklist, which is completed by staff on a room by room basis. This brings structure to a job and mitigates against missing items during a clean. We also make it extremely easy for you to communicate any issues to us through a variety of media.
This is most effectively managed at your admin area assigned to all of our regular customers. This is an interface through which you can feel comfortable addressing/amending any aspect of your service with which you are not 100% happy. Please refer to our Services section for more on how you can actively manage your cleans. In addition, we ensure a supervisor accompanies each cleaner on their regular jobs every few months.
How do one-off cleans work?
One-off cleans can be quoted for on a seen or unseen basis (this is often useful when arranging last-minute jobs). Typically a manager will view the property prior to works taking place so that an accurate assessment of time can be made and a final quote agreed. One-off cleans can vary enormously in scope and as a result we work to two specifications unless otherwise instructed: A Deep Cleaning Specification and a Spring Cleaning Specification. However, either one can be amended in any way you see fit.
Once a specification is agreed we will provide an estimation of time, arrange access and book the job. We require a non-refundable deposit of 20% to book a one-off clean, though this can be re-arranged with 24 hours notice.
A one-off clean can also be booked unseen over the phone, based upon one of our generic specifications (customised as required). To avoid the need to build contingency into an unseen quote, one of our managers will provide an estimate of time (as a guide). If during your clean we reach the total amount of time quoted and the job is incomplete, the on-site supervisor will contact you with a final quote to complete the works. If we take less time than quoted then you will be charged accordingly. You can find out more about our one-off cleaning services in our Services section.
How do I pay?
We operate a simple pay as you go online billing system, and accept all major credit and debit cards. So no standing orders, direct debits or requirement to leave cash. Once the agreed hours have been completed by your cleaner/s, an email confirming their clock in and out time is sent. Your account is then charged 24 hours later.
We use a company called Stripe to process our payments. They operate a secure SLL encrypted, PCI Compliant system trusted by companies like Apple and many others worldwide.
How much is it?
Regular cleaning is billed at £12.95 per hour. We define regular as at least 2 hours cleaning per month. Minimum length of visit is 2 hours (or 1 hour when 2 cleaners are attending)
One-off Cleaning is charged at £14.95 per hour, with a further £10 for materials.
How do I change my billing information?
Log on to our platform at www.cleanily.com or call us and we will do it for you over the phone