Frequently Asked Questions
Why choose us?
We are a local, independently owned and run company. So, no chains or franchises.
We will treat your home like we would ours.
Your home is our passion. We strive for customer satisfaction.
We provide quality cleaning products and leave your home clean and fresh.
All our staff are trained, dbs checked and have been fully referenced to put your mind at ease.
Are you insured?
We are fully insured. We carry insurance for our employees and for the work that we do in your home.
We are insured up to £5,000,000. To keep costs as low as possible excess is set at £100 per claim.
We are proud to say we have not had to use our insurance policy, however, please be safe in the knowledge your home and possessions are safe when we are in your property.
What areas do you cover?
We currently cover:
Hadleigh, Suffolk
Layham
Kersey
Semer
Bildeston
Nedging
Rattlesden
Monks Eleigh
Brent Eleigh
Hitcham
Hintelsham
Battisford
Aldham
Elmsett
Chelsworth
Waldingfield
Sudbury
Wattisham (including the air base)
This is not a definitive list of our coverage. Please contact us if you are unsure.
Regrettably we are NOT currently covering Ipswich, Colchester or Bury st Edmunds at present.
What about pets?
Pets are a part of the family, and so we clean up after them as well! During service we recommend that you do keep your pet somewhere they will be comfortable — not all of our furry friends like the sound of hoovers or unfamiliar people in their space. Let us know how you'd like to handle your pet ahead of time to keep them safe and happy. All our staff are happy to work in your home with well behaved pets. We are all very keen animal lovers. We will happily let your beloved pet out whilst we are in your property whilst your out and refill their water and food bowls, please just ask our staff who will be more than happy to oblige.
Regrettably we will not work in spaces with loose exotic, dangerous animals or birds. These will need to be either placed safely in their homes or removed from the rooms which require cleaning until completed. We apologise for any inconvenience in advance caused by our policy. We have a very strict NO policy on the clean up of animal faeces and animal cages etc. Please do not ask our staff to do these items as it will not be adhered to.
What does my end of tenancy clean cover?
We clean the following as standard;
Skirting boards
Doors (including frames, handles, architrave)
Windowsills, window frames and inside glass ONLY
Radiators and pipework
Front and back doors (including frame and door furniture)
Light fittings and switches
Curtain poles or tracks
Full de-cobwebbing
All plugs, phone points, TV aerial points
Wardrobes/chest of drawers/built in wardrobe or dressing rooms
TV's and all entertainment devices
Mirrors and pictures
Kitchen;
Cupboards (inside outside and underneath)
Unit tops
Sinks (including limescale removal)
Tiles
Extractor fans
Bathroom;
Bath
Shower (screen/trap/head/knobs)
Sink
Taps (limescale removal)
Tiles
Cabinet
Mirrors
Towel, toilet roll holders
Extractor fan .
Other services are charged extra such as oven cleans, carpet cleans, appliance cleans. At the managers discretion kitchen appliances will be cleaned (I.e fridge, microwave etc). This can be discussed during your quote, please ask for specific inclusion if in doubt.
We ask clients to clean walls with sugar soap or their chosen cleaner. We will clean the odd markings but not all and full walls of a property unless other wise agreed.
Regrettably conservatories are priced separately due to the time taken to clean the glass and plastic pvc. We will endeavour to do the best we can when we package your quote when it comes to conservatories but please bare in mind some can be timely and cost more to clean.
What can you do to help your cleaner before they call?
A frequently asked question is "how should my house be when my cleaner arrives".
Although we are there to clean your home, a great deal of time can be used up by us tidying toys, washing, washing up etc. This then takes up time for us to clean your property.
To ensure you get the maximum cleaning from us ensure the general bits and bobs are tidied away before arrival.
On average we spend 30 minutes per visit just tidying the everyday breakfast left overs, the mornings make-up bag contents, lunchbox left over pack ups.
We are more than happy to tidy these away but please bare in mind this may take away from the time booked for cleaning services.
Please kindly ensure any bio-hazard waste is disposed of in bin bags or liners, not left loose. Any bins without bags or liners will regrettably NOT be emptied by our staff due to health and safety.
What are your payment terms?
We invoice at the end of every working day and invoices are due on receipt.
Payments are due to be cleared into our bank account, details can be found on your invoice. Any problems please contact us for further assistance.
We regrettably do not accept cheques.
We accept bank transfer and cash. Please keep updated for card payments.
Any payments not received within 7 days of invoice, will incur a late payment fee of £12 and any further cleaning contracts will be suspended after 48 hours of non payment until payment is made. We will send non payments past this date to a debt collection company, this may affect your credit rating and cause problems to obtain credit at a later date. All fees incurred to late payments will be charged to you the client.
What is your cancellation policy?
We understand life's unexpected situations arise. After all we are all human. Please contact us at your immediate convenience to discuss.
We require a minimum 48 hours cancellation for all cleans. If this is not met you will be liable for a small fee.
It is at the managers discretion to waver this fee for extenuating circumstances.
If we arrive on the day of booking without prior knowledge of cancellation or not be able to gain entry, you will incur the full price of your cleaning service and this will be due immediately. Late payment fees will be charged as per our payment terms.
Social Media
From time to time we may take images of before and after cleans for the use of social media and advertising.
Please advise us if you would NOT like us to use images of your property.
We would like to make you aware, we will not publish images with personal details such as address, post, personal pictures, expensive valuable items such as jewellery or paintings, safe locations, alarm systems or cctv locations, children, pets and obvious street location. These are either blurred , covered or deleted from the image before posting. This is why some photos may have obvious blurs.
I have a complaint what do I do?
We're hoping we never need to use this section but however if we fall short of your expectations, please contact us immediately. We would like the opportunity to rectify any issues you may have. We will work with you to come to a resolution.
You may contact us via the contact us form and we will reply within 48 working hours or contact us by phone.
All complaints must be detailed to us within 24 hours of the cleaning time. It maybe we require a visit to site to see any issues outlined or we may ask for photographic proof, if this is not possible for a site visit. If we are aware of you being on holiday this period can be of course stretched to cover absence. Any complaints over 24 hours will not always be able to be rectified, this is up to the managers discretion.
What are your working hours?
Our business hours for phone are:
Monday to Friday 9am till 5pm
Saturday 10am till 2pm
Sunday CLOSED
Our contact form and email reply's are based on the business hours above, however you may receive a response out of these hours.
Our cleaning working hours are the same as above but may over ride, this is job dependant and you will be made aware of in advance.
Saturday cleaning hours will vary due to nature of the contract.
Please be advised calling our phone line out of these times will not be answered. We will call you back the next working day. This includes text messages, WhatsApp messages and emails.
Please allow us 48 working hours for all replies.
Is there a minimum hourly clean?
For regular cleaning we require a minimum 2 hour clean. Unless otherwise agreed in writing by the manager.
Deep cleans and end of tenancy cleans can take up to 10 hours to complete but have a set 2 hour minimum. However, by experience these generally take most of the day to complete for an average house.