Frequently Asked Questions
Frequently Asked Questions
Frequently asked questions answered for you:
What information do I need to provide when I first contact you?
We will need your name, address, email address and contact telephone number. We'll also need to know the size of the property and will also ask you some questions to help us fully understand your needs. This is usually done via email and e form. Once we have the information we need about the services' you are seeking, we will then send you out a welcome pack.
If your cleaners arrive and find the requirements are very different to those described they may continue with the clean but will only clean or provide a service you have requested within the allocated time slot. You would normally be advised of any change before the staff complete there tasks or before they begin. It is very unusual for this to happen as most people do describe their property and requirements fairly.
How much does cleaning cost?
The price depends on your requirements and we charge at an hourly rate. This information will be sent over in your welcome pack.
How do I pay?
Each clean is invoiced monthly and paid via BACS. All invoices must be paid upon receipt, you will have 5 working days to clear the funds, any later than this will incur a 5% charge on top of the invoice amount.
How often can I have a cleaner?
You can book a cleaner as often as you like. we mainly offer weekly, fortnightly or monthly cleans. We also offer one of deep cleans and End of tenancy cleans.
Can I book a cleaner at short notice?
We will always help where we can, however, with it being short notice, 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?
Cleaners cannot guarantee exactly how long each clean will take and journey times between jobs can vary due to traffic. Therefore, as a result, they cannot guarantee exactly what time they will reach your home. 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. A member of Clean Team 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?
We are key holder's, 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 convenient for them. If you are home when cleaners are working, they are discreet as possible and try not cause unnecessary disturbance.
Will the cleaners use my cleaning equipment?
No. We will always provide our own cleaning kit.
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 that you do not want to be cleaned/touched.
What happens if I go on holiday or need to cancel a clean?
If you have regular cleaning bookings and need to cancel, please email cleanteam08@hotmail.com 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 50% cancellation fee will be charged.
What if I'm not happy with the cleaning?
It's important to report any complaints within 24 hours of the clean being complete. This is so any issues can be easily dealt with. In some circumstances this can be varied and we would require photographic evidence.
More frequently asked questions can be answered. We are happy to answer anything we may have not covered on this page - just email us on cleanteam08@hotmail.com
Thank You!