Is your staff insured and vetted?
- Our cleaners are fully insured. We do not employ just anyone - we only employ people who we know personally or are recommended by people who already work for us.
What happens if something is broken or damaged while the cleaner is at my home?
- If the item is damaged due to negligence on the part of the cleaner, then of course we will pay for the item to be repaired or replaced. However, we cannot be held responsible for normal wear and tear or if an item breaks through no fault of the cleaner.
What happens if a cleaner loses the keys?
- First we can assure you that the address is not kept with the keys. If our cleaner loses the key(s) we will give you a ring as soon as we find out and we will ask you to change the locks. Keep the receipt and return it to us - we will pay you straight away in cash or cheque the amount you have paid.
Can we trust them with alarm codes?
- Yes, your cleaner is not only your cleaner, but also your friend for whom safety is very important. We will ask your cleaner to memorize the code and ask not to write it down - if they forget the code we will give it to them straight away from our office.
Are they legal to work in the UK?
- Our cleaners are from Poland, based on the British - Polish contract they the have right to work in UK. They are registered with the Home Office Registration Scheme.
Do records & info exist about past visits?
- We have every single visit registered and monitored in our records. If you are not sure if you paid or if you have any questions about a cleaner's visit give us a ring or email us we will be more then happy to help you with it.
Does your staff speak English?
- Our staff mostly speak English on communicative level. Some of them speak only basic English - we encourage them to attend to English school. If you have any problem with communication it's really easy to contact to our office and ask us about translation. We do all we can to make our services better so if you have any special request just leave a note or email us we will pass it to your cleaner!
What happens if we are not happy with the cleaner?
- We are here for you in any situation! If you think that the cleaner doesn't meet your expectation please give us a ring or simply email us and we will have a chat with them. We believe that everyone needs a second chance, but if on the second visit you are not satisfied then we will send a new cleaner and we make sure they do the job properly by supervising them.
Is the long term quality of service high?
- We would like to make sure that we won't just impress you on the first visit and not care about the cleaning in the long run. We do supervise our staff as we understand that sometimes after 1a long period of cleaning they may clean with routine and they may not notice things that are important. In this case, we will visit your property while your cleaner is there and we will point out any undone job. Also don't forget that you can contact us any time with your comments.
Are your staff uniformed?
- Our staff are not uniformed. At first you may think is not professional but we would like to make sure that our cleaners feel comfortable at all times - that's why they choose what to wear to work. Don't forget they have to feel good too!
Can your staff wash, laundry and iron, shop, cook and do some odd work?
- Our cleaners are prepared to meet all your needs -just tell us what you would like us to do and we will take care of it! However, concerning laundry: take some time to clearly explain how to use your washing machine. We would appreciate if you sort through your laundry to pull out any' dry-clean only' or 'hand wash' items. Also, please check the pockets of your garments for money, tickets or tissues. We are not a laundry service and we can therefore not be held accountable for any colour flood or item shrinkage. Please do ensure that you have fully briefed your cleaner if you wish them to do laundry for you.
Are your staff discreet?
- Your cleaner is not only your cleaner - they are also your friend. Your privacy will be respected.
Are your staff considerate?
- Our priority is to make sure you are happy with our services but also with your personal cleaner. Our staff are very polite, always smile, and happy to help you in any situation. If for some reason you don't like the personality of your cleaner, the easiest thing to do is to call us or email us and tell about it and we will send to you different person. You can change your cleaner as many times as you want. Your satisfaction is our goal!
I have never had a cleaner before. Is there anything more I should know?
- Please show your cleaner both courtesy and respect. They are the wonderful people who will tidy your home, mop your floors and clean your loos. They will do their utmost to make sure that you are happy and pleased with their work. Do encourage your cleaner with positive feedback - it really will be appreciated.
Your cleaner works hard and may appreciate a tea or coffee. Do let them know how to use the kettle and where you keep the sugar. Some clients let their cleaner switch on the radio while cleaning - we all know from experience how dull a quiet house can be! To avoid any confusion, do talk this through with your cleaner. Let them know what they can and cannot do. As a tip, a happy cleaner listening to upbeat music will tend to work much faster than one without!
Can we contact the office at any time?
- Our office is open from 9am to 6pm Monday - Friday and we are available on our mobile from 8am - 8pm Monday - Friday and 12pm to 5pm on Saturdays. In emergencies, we can be contacted at any time. We are here for you!
In the event that our cleaner is sick or away, will you inform me and provide us with a substitute?
- When the cleaner is going on holiday we will inform you at least one week before. You can decide if you would like to have a replacement or if you wish wait for your cleaner. If they are sick - as you know you can't predict sickness weeks ahead - we will contact you as soon as possible and we will organize a replacement. We reserve the right to change the day or time if necessary but of course we will work with you!
What areas of London do you cover?
- We cover most areas in London:
Surbiton, New Malden, Kingston Upon Thames, Wimbledon, Earsfield, Southfields, Putney, Hampton Wick, Hampton, Teddington, Twickenham, Ham, Richmond, St. Margaret, Barnes, Parsons Green, Hounslow, Isleworth, North Sheen, Kew, Brentford, Acton, Ealing, Chiswick, Hammersmith, Fulham, Shepherds Bush, Kilburn, Paddington, Kensington, Sloane Square, Victoria, Westminster, Marylebone, West End, Holborn, City, Chelsea, Batersea, Clapham, Brixton, Streatham, Tooting, Balham, Wandsworth Town, Wansdworth Common, Lewisham, Finsbury Park, Islington, Waterloo, Vauxhall, Charing Cross, Kennington, London Bridge, Canary Wharf, Liverpool Street, and many more!
To see the full list, please see our Covered Areas page.
Do you work Nights/Sundays/Holidays etc?
- Most of our cleaners do not mind working on Sundays or Holidays or - in an emergency - at night. We do not charge you extra for this.
Do I have to sign a contract?
- We don't do contracts. For us is important that you are happy with our services. We don't want you to feel obligated. If you are not fully satisfied call us and let us know what we can do for you. We do our best to improve our service, however you have the right to cancel our service any time.
Do I have to pay a cancellation fee?
- We believe that if we matched your needs you would not cancel our service and we are taking responsibility for that. If you chose to cancel, you will not be charged any fee. If you are moving house and would like to continue our service, please let us know as soon as possible and we will arrange to have your new place cleaned! ( as long as it's in London of course! )
Can I freeze service if I am away?
- Let us know at least 24 hours before you leave. You can freeze your service as long as you wish and you will not be charged for it at all. If you are going away for more then a month then we may find a different cleaner, but we will inform you about any changes.
Are there any hidden costs (i.e. agency fees?)
- There are no hidden costs. It's very simple - pay the cleaner or directly to the agency £10.50 per hour ( for regular domestic cleaning ) and that's it - we will do the rest!
Will I have the same cleaner every week?
- Once we have agreed which day and time you would like the cleaner to attend you will receive the same cleaner each week. We believe that only in this way you will get the best service!