Frequently Asked Questions
Who will clean my home or office?
Our carefully selected, vetted, and rigorously trained staff usually work in three person teams. This ensures the work is carried out efficiently and effectively. We endeavour to ensure the same team work for you each time. Of course none are allowed to eat, smoke or use appliances while in or around your home or office.
What days and hours can I have my home cleaned?
Our house teams work Monday to Friday from 8:30 to 5.00 p.m. While we do not offer weekend, evening, or public holiday cleaning services on a regular basis, we may be able to arrange this on an occasional basis.
What days and hours can I have my office cleaned?
Our office teams are available during normal working hours as well as early morning, evening and Saturdays.
Who keeps the keys to my home or office and who has access to them?
The Fine Cleaning Company owner and team supervisors are the only people who have access to your keys, which are always secured in our office key safe after completion of the clean. We also operate a strict coded reference system for all keys.
What will it cost?
You and your home or office are unique, and you aren’t forced to have the same service as everyone else. The fees are based on the services we agree with you, and will take account of factors such as the size of property to be cleaned, the number of occupants, and the frequency of the clean.
How do I pay?
All products and supplies are included in our prices. You can pay in a variety of ways, including standing order, cash or cheque, or electronic transfer.
Is your work guaranteed?
Totally! In the unlikely event you are not absolutely satisfied, please contact us within two working days, and we’ll either re-perform that service or we may provide you with a full or partial refund. Your choice.
Does your company carry insurance?
Yes, of course we are fully insured.
Do you bring all your own equipment and supplies?
Yes. Everything. That means you don’t have to spend your time buying, taking out or putting away any supplies, or wonder about where to find the best equipment and products as we do all this for you. We transport all tools and supplies to your home or office in a customised vehicle, with the cleaning team, for each clean.
What about my pets?
We love pets. It would be ideal if you would introduce the team to your pet(s) during the first visit. You could also show the team where the treats are so when we return, we can offer them a treat before starting the clean.
What if something gets broken?
First of all, we are fully insured. If you have any items which are particularly delicate or irreplaceable, or of high sentimental value, please let us know at our initial meeting so we can discuss your requirements. As you’d expect, we treat your possessions with the utmost care. In the highly unlikely event that something is damaged or broken, the supervisor will leave notification in writing for you and we will endeavour to contact you immediately.
If there is a problem, who can I call?
Our reputation depends on our exceptional standards which we take very seriously. However in the unlikely event of any concern, please telephone us on 0845 475 4131, or email email@example.com, and we will do our utmost to resolve it immediately.
How do I arrange changes, special requests, or holiday postponements?
Please contact us as far in advance as you can, ideally allowing a minimum of a week, which should allow us to make any changes necessary. In any case please give us no less than 48 hours notice or we may be obliged to charge you part or all of the fee. In the case of a public holiday we will contact you to make alternative arrangements.
Please let us know as far in advance as possible. If we cannot gain access to your home or office, or if we have no or less than 24 hours’ notice, we may be obliged to charge the full price. For cancellations between 24 and 48 hours’ notice, we may charge up to half of the fee. The reason for this is we are unable to re-assign the team on such short notice.
What quality control is there?
Our quality assured system starts with the high level of training and motivation that all our cleaners possess, followed by the allocation of a trained team supervisor to your home or office who monitors all aspects of the clean. In addition senior management will carry out rigorous spot checks. And of course we check with you and welcome all feedback – positive or negative!
How long will the consultation take?
We meet with you at your home or office, to establish your preferences and needs by discussion and by going through each room. Usually this takes around half an hour, but as with the service itself, this is for you so if you would like to ask more questions, or to be more detailed in the planning, please allow longer. We take note of any specific concerns, and anything that requires special care. We always confirm what we have agreed to do in writing, so you know exactly what to expect.
What happens to my personal details?
We’re a registered Data Controller and all your information is kept strictly confidential.
Do I need to be at home during the cleaning services?
No, though you should feel comfortable being at home if you choose. We operate a strict security system for your keys and alarm codes so you can still relax when you’re out.
What should I do about my alarm system on home cleaning day?
When you are not at home, if you wish us to de-activate and re-active an alarm system please give us the code and any instructions during our consultation. We are more than happy to do this.
How will I recognise your staff?
All our staff carry ID as well as wearing our uniforms, which display the company logo. customised vehicles also carry our logo.
And will they wear their outside shoes in my home?
No! They will wear indoor shoes while cleaning, which are never worn outdoors.
Do I need to worry about Health & Safety or other employment legislation?
No, not at all. We deal with all that for you. For example, our working practices are designed to comply with all applicable Health & Safety regulations, and as we employ our staff there is no risk of the Inland Revenue considering that you are that individual’s employer with all the extra work that can involve.
So what equipment do you use?
As even the finest cleaner cannot get a great result with poor tools, we use only the most effective state-of-the-art professional products and methods. So you continue to benefit from advances in cleaning technology we continue to research and investigate the most up to date methods and equipment. Our HEPA filtered vacuums are used in Buckingham Palace and our eco-friendly, not tested on animals, cleaning products are used in Clarence House.
Do you clean communal areas?
Yes, where we already clean one apartment in the building, we are happy to agree a schedule for cleaning of main doors, shared halls and stairs.
How can I give you feedback?
Our commitment to you is the cornerstone of our company. So we would be delighted to hear from you, by phone, or by email or letter, or we’re happy to come and meet you. Of course you can also fill in the comments card form we leave after each visit.