FAQs

Frequently Asked Questions & Answers

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We offer regular domestic cleaning services, one-off spring cleaning, general office cleaning, End of tenancy cleaning, after party cleaning. We also offer Carpet cleaning, window cleaning and oven cleaning plus much more.
We try to supply you with a suitable cleaner instantly or within 24-48 hrs. This depends on where you live, what days you want and how flexible you are with your requirement etc.
All potential cleaners are interviewed at our office to ensure the suitability of the applicant. In addition to that we require cleaners to provide us with verifiable proof of identification, address, two referee and two references, one of which has to be a previous employer
All our cleaners are vetted thoroughly before being considered ready for work allocation we require proof of immigration status to ensure that all our cleaners have legal entitlement to work in UK.
All cleaners must register to our agency and complete forms designed to safeguard our clients
Yes they are. We take up references for all our cleaners and those references have to be excellent before we would allow them on to our database of cleaners.
We have employers and public liability insurance to cover for any major damage within your home, there is an excess on all claims for which you would be responsible for. The insurance cover is offered to provide peace of mind in the event of any major incidents or damage to your property.
Yes, we can arrange a meeting with you and the cleaner at your house at a convenient time.
Yes, You will get the same cleaner to do your weekly cleaning. That way you will know who is coming into your home each week and your cleaner will be able to work out a routine with you as to what you would like doing on each visit.
Just call us and we will send you a replacement cleaner who will catch up with your cleaning or continue the regular cleaning service at your home till your regular cleaner is ready for work again. You do not have to pay the cleaner for this period but the agency fees are still payable to maintain the services.
If your cleaner has left we will reallocate a new cleaner, to carry on your regular cleaning.
A missed cleaning session does not affect your monthly agency payments or payment amount. Please contact us to discuss an alternative day for your catch up clean.
Clients can cancel, choose to skip or miss a cleaning visit/visits for any reason, but you will need to inform your cleaner or us at least 24hrs. You do not have to pay the cleaner for this period but the agency fees are still payable to retain the cleaners available for the clients and to maintain our services.
Simply let us know of your concerns and we will do all we can to remedy the situation as quickly as possible. If this is not possible. We will allocate you another cleaner of whom should meet your needs.
Yes you can specify your choice of days. If you are more flexible on your choice of days it will open up a wider choice of available cleaners for you to choose from.
We use your cleaning materials. Customers like the comfort of buying the cleaning materials they like, so their home can smell and feel exactly how they would like it to. please note that our cleaners are advised against the use bleach therefore alternative products should be provided.
We can provides all necessary cleaning products for the jobs along with the vacuum cleaners, cleaning products, mops, buckets, brooms and dusters. Or we can use your cleaning materials to do the job. just let us know when you book the service, prices may defer.
Yes You can leave a set of keys with the cleaner. You don't have to be in on the day the cleaner comes. All our cleaners are trained in safe key-holding so we can assure you that your keys are safe with our staff. we provide Key Security Deposit form for secure key Holding.
We can transfer your account to your new address within the London and Greater London area.
Please let us know if you have pets when you book and we will find you a cleaner who is happy to work around both cats and dogs.
You do, our clients pay the cleaner an agreed hourly rate at the end of each cleaning visit, excluding End of Tenancy and One Off Cleaning. One off cleans/Tenancy can be paid by bank transfer, debit or credit card
You pay the cleaner at end of each visit and set up a regular monthly payment/standing order for the agency fees. The total cost, consists of the agency and cleaners service fees. The total the customer pays is the total hourly rate quoted and there are no hidden charges. Its that simple. (say for example a quoted price of £10; you pay the cleaner 7.50 /hr on each visit and set up a regular monthly payment of £2.50 /hr to the agency according to the number of hrs booked)
Our agency fee covers management & insurance, and is typically paid on a monthly basis by monthly standing order set up by you, this way you are in control of the payment and transactions.
The monthly agency fees are payable at all times to retain the cleaners available for the clients and to maintain our services.
You can ask your cleaners to do other things like ironing or laundry please check our our task list for list of other task that your cleaner can perform.
Your cleaner will work according to the time booked. If the time is not enough cleaner will continue on her next visit. In some case the cleaner can stay extra time if required to complete the tasks, but this will depend on the cleaners schedule and the client will have to inform the agency. We recommend clients to book extra time for the first clean this way the cleaners can achieve a reasonably task list. All times quoted or booked are only an estimate and this does not guarantee that the cleaner will finish your task list. If the cleaner stays extra time, client will pay for the extra to the agency.
Yes. Just ask for our confidentiality form.
No. There is a one month minimum contract, which you can cancel after the first month by giving a us a four weeks paid notice period.
Yes, you can cancel at any time by giving us a four weeks paid notice period, but this has to be after your first month.
Your cleaner will do all the usual vacuuming, dusting, mopping, wiping of surfaces and will clean the bathrooms, kitchen, Hallway and most other general household cleaning duties within your home at your request. However, the cleaners are not allowed to perform any deep or specialised cleaning of any antique, delicate, or valuable items. In addition, they will not do outside window cleaning or work on heights. If you require additional specialised/deep cleaning services, like window, carpet or oven cleaning, please indicate your needs so we can arrange for one of our specialist to do the job
The cleaners will always work according to your instructions so far as safe, we recommend you instruct your cleaners on all specialised cleaning areas or cleaning materials, solutions and equipment to be used in your home. That is where and how to use them. If in doubt please contact the agency.
We make every effort in matching you with the right reliable cleaner who will always show up in time. If on the very rare occasion your cleaner is running late and has not contacted you, please call us to speak to one our team. We will be glad to help you immediately.
If unfortunately your cleaner does not turn up for any reason, please call us as soon as possible to arrange a replacement cleaner for you.
Will endeavour to match you with a cleaner who will meet your cleaning needs. If you are not happy with the service for any reason. please get in touch by phone or email. One of our team will be happy to help. We kindly ask that you give us reasonable time resolve the issue.
If the issue relates to standard of work carried out we will speak to the cleaner and if thing does not improve. We will allocate you another cleaner from our database. You may choose to have another cleaner in any case depending on availability.
Give a quick call to arrange a replacement cleaner. Replacement cleaners are not sent out automatically, as not all clients require them. It is also important for us to know that you’re happy to have another cleaner visit your home.
If you find your cleaner to be a perfect match and you love her work. You are free to top up her fees. This will keep your cleaner happy and motivated. A happy cleaner is always a good cleaner.
Unfortunately, we do not offer refunds, as service payment is required to maintain the services and retain the cleaners available. We only offer service credit where a missed clean qualifies. This also applies where you are cancelling the services under one month of starting with us. In this case we will charge you at the one rate for the cleaning services you have received in that period.
No you cannot solicit the cleaner to work for you directly of indirectly. The agency invests a lot resources in vetting and recruiting the cleaners for supplying them to our clients. You will be responsible for paying the agency fees as long the cleaner introduced by the agency continues to work for you or your referrals whichever the case. You are always welcome to rehire the cleaner through the agency. Moreover, the client/cleaner will also be breaching their agreement with the agency.
We like to reward our customer who recommend our services. When you refer a friend we will give you and your friend a gift voucher to use a you please. You are free to recommend the cleaner but only through the agency of course.
Click here to see how it works. You can also give us a call or ask your friend to contact us by phone or email and our helpful team will set up your referrals account its that simple. You can refer as many friends and neighbours as you wish.
You can only recommend or refer your cleaner through the agency.

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