Frequently Asked Questions

All your questions answered

Q. How long will it take to clean my home?
Q. What’s the minimum?
Q. How often do you clean?
Q. How do I pay?
Q. Do I have to sign a contract?
Q. How much notice do I need to give to cancel?
Q. What’s included?
Q. Do I have to be in for the clean?
Q. How does scheduling/timing work?
Q. Will I get the same cleaners?
Q. How do you control quality?
Q. How do I get started?
Q. Do you do ironing?
Q. Are the cleaners security checked?
Q. Are the cleaners self employed?
Q. How many people will clean for me?
Q. What services do you offer?
Q. What does a spring clean include?

Q. How long will it take to clean my home?
A. It varies from one house to the next and we account for factors such as the number of people in the house, if pets stay in the house, the size of the house and many other personal preferences of the client. However, as a rough guide smaller properties and apartments might suffice with just two hours per fortnight; particularly if you plan to clean regularly in between our visits. The typical family home tends to be three or four hours per visit and larger properties upwards of this. Bear in mind though we’ll fit in with any budget and prioritise tasks to suit your needs.
Q. What’s the minimum?
A. The minimum cleaning we offer is two hours per fortnight. We sometimes do four weekly cleans but this is more dependent on volume and location.
Q. How often do you clean?
A. Mostly we provide weekly or fortnightly cleaning but we also offer twice per week, three times per week, every day or occasionally a larger clean once every four weeks.
Q. How do I pay?
A. House cleaning clients have the option to leave a cheque or cash in the house which the staff will collect and return to the office to be processed. We collect payment for each visit at the time of the clean. Alternatively a standing order can be set up by completing a form and sending it to the office by post or email. We occasionally take credit or debit cards but this is usually for one off payments and a 3.5% charge applies.
Q. Do I have to sign a contract?
A. No, we always work on the principle that if we do a good job, we don’t need to tie you in. We do have terms and conditions which we make available for you to read but they consist of one page of obvious points about customer and service provider obligations.
Q. How much notice do I need to give to cancel?
A. We simply ask for a courteous amount of time; usually at least a week before the next clean is due so there is time to manage the schedule.
Q. What’s included?
A. Within the hourly rate we provide all materials, equipment, vacuum cleaner, VAT, liability insurance and all the conventional cleaning solutions you would expect. No provisions are required for us to clean, just access to hot water and electricity. We ask those clients with preferences for specialist cleaning materials such as granite treatments, specialist wood polish, silver polish etc, to make the cleaning product available for the ladies to use if desired.
Q. Do I have to be in for the clean?
A. It’s entirely up to the customer to decide if they would rather be in or out when we clean, we are happy with either. If you choose to be out we can hold a key for your property which is coded with a number. Keys are issued to the cleaning staff on a security lock so that all keys are bound together. This means that the keys are very hard to lose and also that they can’t be linked to a property if they were ever mislaid. Keys are kept in the office when they are not with cleaning staff. The list of key numbers and customer names is kept separate from the customer addresses. We are also happy to use a customer’s key safe where applicable.
Q. How does scheduling/timing work?
A. A fixed day is usually selected so that you know to expect us on the same day each week or fortnight. The time will usually vary but we endeavour to accommodate constraints if a customer requires that we clean specifically in the afternoon or morning. If it’s important to know the estimated time of arrival for each clean, we offer to text, phone or email approximately one week in advance to confirm.
Q. Will I get the same cleaners?
A. Yes, with the exception of sickness and holidays. It is exceptionally rare that we miss a clean and the absolute worst case would be to move to a different day as a one off. We cover all sickness and holidays so you know that your cleaning will be done. Sometimes a cleaner might move to a new job so occasionally we change staff but much less so than your average cleaning company. House cleaning teams work in pairs so that two people get to know your house, when one is off they are covered but the remaining team member still knows the job, improving continuity and the quality of cleaning.
Q. How do you control quality?
A. A staff supervisor is constantly mobile in the field, checking on jobs and organising and training staff. Spot checks are recorded to make sure staff keep on top of their cleaning and remember the details. The staff are also incentivised with a ‘Cleaner of the Month’ bonus for the best performing cleaners. We encourage and record all customer feedback so we know who is going above and beyond.
Q. How do I get started?
A. Simply call or email us and we can arrange for a member of the team to visit your property and offer guidance on your requirements. A list of customer preferences and details as well as any other important information is recorded and provided to the cleaning staff in hard copy format so that they have an informed starting point. If you just require a price there is no obligation and your needs can be assessed with no commitment to beginning the cleaning.
Q. Do you do ironing?
A. Yes, a reasonable amount of ironing can be tackled during your cleaning session but we always advise that it will leave less time available for cleaning. It should be noted that we don’t provide the equipment for ironing and that we are not insured for any damage or loss relating to ironing.
Q. Are the cleaners security checked?
A. Yes, we check that they don’t have a criminal record with a bar disclosure and also check references from previous employers.
Q. Are the cleaners self employed?
A. No, they are all employed by Spotless Cleaning.
Q. How many people will clean for me?
A. Regular cleaning is usually undertaken by two people. If you have two hours of cleaning rather than one lady clean alone for two hours, two ladies would clean together for one hour (sharing the labour between them.) This means that we disrupt your home for less time whilst providing the same amount of cleaning.
Q. What services do you offer?
A. Regular house cleaning Regular office and commercial cleaning Professional oven cleaning Professional carpet and upholstery cleaning End of tenancy cleaning One off and spring cleans
Q. What does a spring clean include?
A. Everything! We usually clean all items from top to bottom. We also offer separate services for professional oven and carpet cleaning which can be quoted separately. This should be considered an extensive but not an exhaustive list of what we include in a spring clean: High dusting, cob webs, light fittings, curtain rails Insides of all windows including opening and cleaning inside frames Wiping down all paintwork; doors, architraves, skirting boards, radiators Vacuuming and wet mopping of all hard floors as appropriate Dusting/vacuuming curtains and/or blinds as required Cleaning all switches and sockets Cleaning all cupboards internally and externally in the kitchen including drawers, kick boards etc Cleaning appliances internally and externally (not including oven - professional deep oven cleaning quoted separately) Cleaning all sanitary wear, fixtures and fittings in bathroom and kitchen Cleaning all tiles, grout and sealant in bathroom and kitchen Moving furniture such as sofas and beds etc where space and weight permits