What is the minimum service you provide?
The minimum service we provide is two hours cleaning fortnightly or two hours cleaning weekly.
Do I have to go with the first cleaner I am allocated?
Most of our clients are very happy with the first cleaner they are introduced to. However, should this not be the case, we can arrange another trial clean for you.
Will I have the same cleaner on a regular basis?
Yes. We arrange for one of our cleaning ladies to do a trial clean for you on a day & time of your choice. We will get in touch the following day to ask for your feedback. If you decide to go ahead with the cleaner after the trial clean, that cleaner returns either weekly or fortnightly on the same day and time.
Do I have to pay for the trial clean?
Yes, the trial clean isn't a free session. At this session, you have the opportunity to discuss your requirements with the cleaner when she arrives, she will clean for you for the number of hours you discuss and do the work you have discussed with her. Afterward you pay her £10 per hour for the time she has been at the property, and we charge the retainer for the trial session. However, in the unlikely event you decide not to go ahead with the cleaner after the trial, we can either introduce you to another cleaner or you can choose to cancel the contract and you would not be charged anything further.
How are cleaners vetted and checked?
Prospective applicants must provide proof of identification, proof of address, proof of right to work in the UK (if applicable), provide two references from previous domestic cleaning employers, and there is a telephone interview and a face-to-face interview. Every candidate must speak English, be well presented and personable and their references excellent in order to make it onto our books.
Can I choose which day the cleaner comes?
Yes, we can match the day of the week you choose with a cleaner that is available to work on that day. The more flexible you are able to be regarding the day and time, then a greater number of people will be available to you. Our cleaners usually work between 9.00am and 5.30pm Monday to Friday, however if you require a cleaner outside these normal hours let us know and we'll do our best to accommodate your needs.
Can I change the time and/or day of cleaning?
Yes, if you need to change the time and/ or day of your regular cleaning this is possible. You would text or phone the cleaner to let her know providing her with at least 24 hours' notice. She may be able to offer an alternative day later on that week. If she cannot, please contact the office and we will do our best to find another cleaner on our books who is available on the alternative day you are looking for that particular week.
What happens if my regular cleaner is ill?
If your cleaner is ill and cannot attend on their usual day, she will contact you directly to let you know. You can either: a) re-arrange directly with your cleaner to clean for you on a different day (subject to their availability) or b) if this is not possible, please contact us to let us know and we will refund the retainer fee for that session either directly to your card or by bank transfer.
Do you provide insurance?
We provide full employer's, public and product liability insurance which covers you in the event of damage to your property or injury to the cleaner. There is an excess which you would be responsible for. In the rare instance that damage were to occur, we'll discuss the most appropriate course of action with you.
What happens if my cleaner goes on holiday?
All cleaners are asked to give you and Thomson Cleaning two week's notice before they go on holiday. You can either re-arrange for your usual cleaner to clean for you on a different day (subject to her availability). Or, you can contact us to request a "stand in" for your regular cleaner until she returns. If neither of the above prove possible, we will refund the retainer fee for that cleaning session(s) on request.
Would there be a contract between us?
Yes, there is a one month rolling contract, with a 14 day "cooling off" period after you've signed the contract where you can cancel at any time. After that, there is a one month notice period required if you wish to cancel the contract, which must be in writing by post or email.
Can the cleaner clean whilst I'm out at work?
Yes, you don't have to be in when your cleaner visits. Our cleaners are trained in safe key-holding so that you can provide a set of keys with the cleaner should you wish. You can also leave a key in a key safe box and provide the cleaner with a code.
Will my cleaner work on bank holidays?
Our cleaners do not usually work on bank holidays but you can re-schedule the missing cleaning session for another day of the week directly with your cleaner (subject to availability). If the cleaner is unable to do an alternative day, you can request a refund of the retainer fee for that session.
What if I have an issue with my cleaner?
If your cleaner is not doing something in a way you would like them to we suggest you let them know exactly what you would like her to do and be specific. You can do this face to face or leave them note or text her with your requirements. You can contact us at any time for advice or if you would like us to speak to the cleaner about anything on your behalf. You also have the option of changing your cleaner if you would like.
What if I have pets?
Simply let us know, and we can make sure you are allocated a person who likes animals and who isn't allergic to pet hair.