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Which areas do you cover? - We currently provide cleaners to households in SE London, E London and NW London London. [top]
Can you tell me a little about your cleaners? - They are experienced professional cleaners who are carefully selected from hundreds of applicants. We normally take on 1 or two cleaners out of every 50 to 100 appliants. From the initial applicants a shortlist is drawn up to be invited to interview. At the interview we check their credentials, then monitor them for a couple of months until we are fully confident in their abilities and professionalism. We get to know where each cleaner lives and visit them in their houses. Many become family friends. Many stay with us and their clients for years. Our clients often form a solid and positive relationship with their cleaner. [top]
What does your vetting procedure involve? - Applications letters and CV's are inspected for people that match both our person specification and our job description. From each 50 - 100 applications we usually select about 1 or 2 cleaners. After a brief telephone interview cleaners may be invited to an interview in person. We make an intitial check on their punctuality and ability to locate a specified premises as they attend the interview. We inspect their ID, proof of address and right to work in the UK. We ask about their experience, and assess their character and personality. We ask them to demonstrate some general cleaning skills and knowledge. We assess their level of English and communication skills. We then follow up references. If a cleaner is taken on, we closely monitor her performance by communicating with clients and through manager visits for the first couple of months. After this we make occasional checks on cleaners by maintaining communication with clients and with manager inspections. [top]
Will my cleaner be genuinely professional? - Yes, she will very fast and efficient and will have demonstrated paid domestic cleaning work experience before we take her on. [top]
Will my cleaner live locally to me.? - Yes, we have cleaners living in each area we cover so your cleaner will most likely live close to you, and be cleaning many other properties regularly in your area. [top]
Will my cleaner be fast or thorough? - There is always a trade off between thoroughness and speed. Some cleaners veer one way or another. We try to match each client with an appropriate cleaner. [top]
Will my cleaner speak good English? - Yes. All cleaners undergo an oral and written English test by trained English teachers [top]
Do your cleaners enjoy their work? - They love it or we don't take them on. [top]
Will I have the same cleaner every week? - Yes. [top]
Will my cleaner clean windows? - Yes, inside up to 2 metres height. [top]
Can my cleaner do ironing? - Yes, all cleaners are experienced professionals at domestic cleaning including ironing. [top]
Will my cleaner climb ladders if necessary? - NO. She can climb up to 3 steps on a step ladder only. [top]
What does a clean generally include? - Your cleaner will do an overall thorough clean and tidy as well as follow any special or particular intructions you wish to give to her. Generally she will clean surfaces, dust, hoover, mop, throw out rubbish, clean the oven when necessary, clean inside and outside your fridge, clean blinds, windows, tidy, put away, iron when requested and leave your residence looking spick and span, and hygenically clean. She will be careful not to throw out papers and documents you wish to keep, and put things that obviously need to be put away, exactly where you would expect to find them. [top]
Can I book a trial clean? - You may cancel after the first clean as we have no cancellation period. Please give us at least 24 hours notice to cancel a clean where possible. [top]
Can I meet the cleaner first? - Yes you can although the majority of clients meet the cleaner at the beginning of the first clean. Some clients wish to meet the cleaner prior to the first clean for a variety of reasons, and this is perfectly fine. We pay the cleaner 1 hour for such initial meetings where no cleaning takes place (there is NO charge to the client for this). [top]
What happens if I take a holiday? - You can postpone the clean at any time with 24 hours notice. [top]
Do you provide a cover cleaner when my cleaner goes on holiday? - Yes, your cleaner will inform you that she is going on holiday then if you wish to have a cover cleaner you can call us on 0800 043 3951 to book a replacement. [top]
What time can my cleaner start? - Most morning clients book from 9 am but your cleaner will be happy to start from 7am when requested. [top]
What is the latest my cleaner can work until? - Up to 10pm. [top]
Can I give instructions to my cleaner? - Yes, but be sure to let her know to also use her common sense or she will follow instructions and stop. You can give her spoken or written instructions. [top]
Will my cleaner bring materials or equipment? - No, the client provides these so you can be sure only products you like are used in your house. [top]
Are you covered by insurance? - We are insured for up to £1 000 000 for public liability and we pay any excess. [top]
What happens in the unlikely event of damage? - We cover any damage very rarely caused by any of our cleaners, (and reclaim half the costs from the cleaner to encourage care on the job). [top]
Can I leave keys with my cleaner? - Yes, in complete confidence. [top]
What would happen in the unlikely case that my cleaner lost a key? - We would send out an emergency lock smith to replace the locks and we would reclaim half the money from the cleaners. [top]
Where is the key kept between sessions? - The cleaner will keep the key in their posession for the duration. As experienced professionals, each cleaner has their own system for managing keys, which we do not interfere with. The only instruction we give them is that the address must NOT be labelled on the key and must be kept in a seperate place. In many years of business only one key was ever lost, this was reported to us immediately as per procedure. We then sent an emergency locksmith to replace the lock and reclaimed half the costs from the cleaner as per our policy. If the cleaner ever discontinues in that particular job she will either leave the key at the relevant property, or deliver it to us, or we will collect it from her at home. [top]
What would happen in the unlikely event that I was not satisfied with the clean? - We would pay the money back or provide another cleaner free of charge for a replacement session. [top]
What is your payment procedure? - Your cleaner collects the money at the end of the session or it is left out for her. We are very careful to only take on people we thoroughly trust as they collect the money for us. [top]
Can I pay by cheque or direct debit? - Yes, as with cash payment, you can arrange to make these payment options directly to the cleaner. [top]
How much does my cleaner retain of the fee? - . About 85%: £7 ph for £8.50 ph jobs and £7.50 ph for £9.50ph jobs [top]
If I give a tip to my cleaner, who keeps that? - Any tips and generous extra payments or rounding up of payments are kept exclusively by your cleaner. [top]
Is there a minimum cancelation period? - None, cancel at any time with 24 hrs notice. [top]
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