What domestic regular services do you provide?
We provide the following regular domestic cleaning services either on a weekly or fortnightly basis:
Will I have the same cleaner each time?
For our regular domestic cleaning service we do our best to provide the same cleaner each time and we will provide a replacement if your regular cleaner is unwell or goes on holiday.
Do I need to provide cleaning materials?
We provide cleaning materials for end of tenancy and deep cleans. As our regular cleaners travel by public transport they are unable to provide cleaning materials or tools, such as hoover, mop and bucket.
How are payments made?
We require Direct Debit to be set up before the first domestic regular cleaning session.
How are the cleaners vetted?
We carefully interview each of the cleaners and check their documents to confirm they have the right to work in the UK. We also check their proof of address and references. We created series of the online video trainings to upgrade the skills of our cleaners. Cleaners who do not have enough experience go through induction with one of our supervisors or in the homes of our management team.
If a cleaner is sick, can I have a replacement?
Yes. If we have any notice, we’ll send you another cleaner. If there’s no notice and we can’t assign a replacement in time, we’ll be able to re-arrange the session at the time convenient for you. Please inform us if she misses a session for any reason.
What if I don’t like the cleaner?
We can provide a free replacement to ensure you are absolutely happy with the service.
What does your insurance cover?
Damage to your property caused by the cleaner, theft by the cleaner, key and lock replacement and personal injury to the cleaner.
My new cleaner from you was a bit slow the first time
Often, cleaners speed up when they get used to a new house, so the initial sessions are usually the slowest. If you are not happy with your current cleaner, we can arrange a replacement. Alternatively, we can pass the specific instructions and have someone in the office go through them in the cleaner’s native language.
What if I want to cancel the session?
Please let us or your regular cleaner know 24 hours before the session.
Can I put my account on hold?
It is possible to put the service on hold for 1 month or more. You will need to inform our customer service team and we will be able to pause your Direct Debit and cancel your cleaner until you are ready to resume. Please note we can’t guarantee that the same cleaner be available once you resume domestic cleaning service.
What if I want to cancel my regular cleaning arrangement?
Our notice period is one month if you wish to cancel the service completely.
What cleaning materials do I need to provide for regular cleaning?
Our customers have got their own preferences in terms of the brand, but please ensure you have the following:
- Kitchen cleaner
- Bathroom cleaner
- Glass cleaner
- Floor cleaner
- Limescale remover
- Mould remover
- Oven cleaner (if you wish oven to be cleaned as a part of your regular cleaning visit)
- Clean cloths and sponges (washed between visits)
- Microfibre cloths (washed between visits)
Can I have a cleaner at weekends?
Yes. we can arrange a cleaning session on Saturdays. We are closed on Sundays.
What happens if I want to change the number of hours?
Please let the office know and we will adjust the direct debit amount, you will also need to pay the new hourly fee to the cleaner.
Can I give the cleaner a key?
Yes. All our cleaners have been vetted and can hold keys. There is a key receipt form in the information pack which we will send you and you can ask the cleaner to sign it and it is for you to keep.
Is the cleaner flexible about tasks to be done?
Yes. The cleaner can do any reasonable cleaning related domestic task. Cleaners cannot use stepladder, hand wash or lift anything heavy . We are not able to do any work outside your premises, such as external windows, gardens or patios.
What if my cleaner is running late?
Our cleaners do our best to to arrive at your agreed time. There are situations when traffic is delayed and cleaner may arrive late. Cleaners are instructed to contact you if they are stuck in traffic. Please feel free to telephone the office if you need to go and we will try to find out how far the cleaner is from your place.
Is it ok if my pets are at home during the clean?
It is completely fine. Please specify what kind of pets you have, so we tailor a pet friendly cleaner to your property. Should you prefer the cleaner to avoid using any of the cleaning materials please let her know before the cleaning session.
How much do you charge per hour?
You can receive an instant quote for domestic regular cleaning in your area by completing our regular cleaning enquiry form. By submitting the form we will also be able to confirm our availability and provide you all additional information about our regular domestic cleaning service.
What does your pricing depend on?
Our pricing depends mainly on frequency of cleaning and your area. We offer hourly rates for regular cleaning and we price one-off services, such as end of tenancy cleaning, deep cleaning, carpet cleaning or after-building cleaning on a per job basis.
What is included in the regular domestic cleaning service?
We are happy to tailor the cleaning checklist to your particular instructions. Usually, dusting, hoovering, mopping, cleaning of all the surfaces and emptying rubbish bins are the part of the regular domestic cleaning. If you wish to add ironing, bed changing, laundry or target a specific area please specify.
Can I have a trial session?
The 1st cleaning session is always a trial one. If you are happy with a cleaner, you can continue on a regular basis. If not, we can arrange a replacement cleaner.
What if I need to go for a holiday or cleaner is away/sick?
If you miss couple sessions, please kindly let us know beforehand and we’ll inform your cleaner accordingly. No cleaner’s fee is charged. If the cleaner is unable to come, we offer a replacement cleaner. If you don’t wish a replacement cleaner during the cleaner’s holiday/sickness, we can refund you accordingly upon your message.
Do I need to be home during the cleaning session?
It is optional. You can stay at home or hand over the keys to the cleaner if you are away. If you wish to do so, please ask her to sign a key form sent to you as part of the Client information Pack. Majority of customers find it safe and convenient.
Can I make the full payment to you and you transfer to the cleaner?
Yes, it is possible for more than 5 hours a week. Please check with our administration if this option available upon your registration.
What one-off services do you provide?
We provide the following one-off services to domestic and commercial customers:
Do I need to supply any cleaning materials?
Our team of cleaners are providing all the cleaning solutions on the day of the cleaning. Cleaning equipment, such as hoover, mop, and bucket can be provided upon request for an additional cost.
How are payments made?
Once the booking is confirmed, we will send you the confirmation over email and will attach the invoice. All our invoices must be paid in full, 48 hours prior to the cleaning session. It can be done by Bank transfer, credit/debit card or PayPal. We accept Visa, Mastercard, Maestro and American Express.
How long does the cleaning session takes?
Our quotes and time are based on the size of the property, but additional time may be required depending on the condition of the property.
What does your insurance cover?
Damage to your property caused by the cleaner, theft by the cleaner, key and lock replacement and personal injury to the cleaner.
Does one-off cleaning sessions include oven cleaning?
Yes, all the kitchen appliances will be professionally deep cleaned during end of tenancy cleaning, after-building cleaning or deep house cleaning.
What if I want to cancel the session?
You can cancel the session up to 48 hours before its scheduled time. There is a £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit within less than 48 hours’ notice for one-off Clients. The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no fault of Cleaning Express or the cleaner.
Should the property be empty of personal belongings?
For an End of Tenancy Cleaning, the property must be empty of any personal belongings, and no one should be living in the property before the inventory check has been completed on behalf of your landlord or letting agent. A satisfaction Guarantee for end of tenancy will not be applied if the client continues to live in the property after the session.
For the Deep Clean or After building cleaning, If you are not able to remove the belongings, we will work around them.
Do I need to be at the property during the cleaning?
Our clients have the option of staying at the house throughout the cleaning session, or our crew may pick up the keys from the concierge or Estate Agency.
How much does the professional One-Off cleaning cost?
The cost of One-Off cleaning is based on the size of the property (how many bedrooms and bathrooms). And whether you would like any additional services to be added, such as kitchenware, inside of kitchen cabinets, or whether you wish to have the upholstery or carpets cleaned. You can receive an instant estimation of the cost by completing our booking request – GET A QUOTE FOR ONE-OFF SERVICES.
What is the difference between End of Tenancy or Deep Cleaning?
During the Deep House Cleaning, our clients are living in the property and have their personal belongings there, but for an End of tenancy, the property must be empty of any personal belongings. You can find out more about the difference in this article: The differences between end of tenancy cleaning and one-off deep cleaning
What if my cleaner is running late?
Our cleaners do our best to to arrive at your agreed time. There are situations when traffic is delayed and cleaner may arrive late. Cleaners are instructed to contact you if they are stuck in traffic. Please feel free to telephone the office if you need to go and we will try to find out how far the cleaner is from your place.
What happens if I am not happy with the results?
As a client-oriented company, we offer 72 hours Client Satisfaction Guarantee. During this time, you can contact us via email, or phone and provide the photos of the missed area so we can organise a partial re-clean session at the property.
Can I clean a room of part of the property?
Yes, but only for carpet cleaning. We do not accept bookings for partial deep cleaning, end of tenancy or after-building cleaning of the property. We can only provide these services for the whole of your house or apartment.
What is included in an end of tenancy cleaning?
End of tenancy cleaning is a deep cleaning of your property to prepare for inventory check carried on behalf of letting agents or landlords. Our comprehensive end of tenancy cleaning checklist includes cleaning of your property top to bottom ready for the next tenants to move in.
What do I need to do before an end of tenancy cleaning or deep cleaning session?
Please switch off your fridge ideally 24 hours before the cleaning session.
For end of tenancy cleaning: your property should be free of personal belongings. Read our advice: How to prepare for end of tenancy cleaning
For deep cleaning: please tidy up your clothes, personal belongings. It would help if you empty the fridge or kitchen cabinets to allow the cleaner to clean inside. Read our advice: How to prepare for deep cleaning
Will the same cleaning operative be attending each time?
For our regular commercial cleaning service we do our best to provide the same cleaner each time and we will provide a replacement if your regular cleaner is unwell or goes on holiday.
Is the cleaner’s attendance monitored ? Can you ensure that the working hours are respected?
Our cleaners are using a specialised mobile app with an integrated clock in/out system which allows us to monitor their attendance, and ensure their safety whilst lone working.
What is the minimum duration for a commercial cleaning contract?
The minimum duration is 1 year, however we can accommodate rolling contracts for bookings with at least 10 hours/week.
How are the cleaners vetted?
We carefully interview each of the cleaners and check their documents to confirm they have the right to work in the UK. We also check their proof of address and references. We created series of the online video trainings to upgrade the skills of our cleaners. Cleaners who do not have enough experience go through induction with one of our supervisors or in the homes of our management team.
Are you covering the handover in case of a holiday/illness replacement arrangement?
The handover process includes passing all the instructions to the new cleaner, keys handover, arranging a supervisor for the initial session and is fully covered by our team at no extra charge.
What if I don’t like a cleaning operative?
We can provide a free replacement to ensure you are absolutely happy with the service.
What does your insurance cover?
Damage to your property caused by the cleaner, theft by the cleaner, key and lock replacement and personal injury to the cleaner.
Do the extra sessions come at a higher rate?
This depends on the cleaning tasks requested for the extra session. If it implies standard cleaning- we will keep the regular charge; if you need an office deep clean, this will be considered a One Off booking and a separate quote will be provided.
What if I want to cancel the session?
Please let us know 24 hours before the session during our business hours and we can cancel the session for you.
Can we increase/decrease the hours during the length of the contract?
All amendments can be revised by our team provided that cleaner’s availability allows the change, however we may need to amend the quotation according to the updated number of cleaning hours.
Do your cleaners work at night?
Our cleaners do not work at night. We can clean your premises between 6am and 10pm.
