Hello there! As you can see from the answers we have given below we mean the very best for you.  All of our policies are written with our clients’ best interests at heart.  If there is a query you were thinking of that we have not answered for you below – please do not hesitate, just call us and ask and we will be happy to advise on any matter.

 

 

Click on any question below to reveal the answers:

 

What kind of service do you provide?

We are a dedicated and detailed domestic cleaning service. We do not provide any other cleaning services other than top quality regular domestic cleanings. The reason for that is that, with this system, we can train our staff to provide this service to the premium level we expect to provide for you. We do not want to distract from the quality for which we are known by attempting to train out other services too. Demand for this service is always high and we believe is specialising in what we are good at. Other professionals are available for carpet cleaning, oven cleaning ironing etc. We stick to what we do the best – which is to provide you with a premium level domestic cleaning service.

 

How does the service work?

Professionals Cleaning Service only offer weekly or fortnightly domestic cleaning. This streamlines our service and allows us to be better at what we do. We specialise in regular domestic cleaning work.

You can book an initial deep clean with us to get the service off to a great start and give us a clean base to then maintain, and you can choose either weekly or fortnightly regular maintenance cleans. We can also build in certain additional domestic services such as bedding change or cleaning out the fridge if these are booked and priced in too. If you are on a budget, as long as the service meets our minimum change of £30 plus VAT then we can arrange to leave out areas and tailor the clean towards your budget. We will add everything that is arranged onto your client notes and then our cleaner will visit and deliver the service that we have quote for, no more and no less. All our services are tailored to your requirements and will be priced according to the areas shown to us and the scope of the work discussed.

This is not an hourly rate service, it is our intention to provide you with a premium level of service and since we have found staff to be variable in what they can each achieve within the same timeframe, due to human factors such as age, fitness and other variables like that, we price on the scope of the work  rather than just time spent on the property, this way we can make sure we are getting the agreed work right for you every time no matter who attends you.

 

What time will you arrive each visit?

Although you will be allocated your cleaning day, we cannot indicate specific times of arrival, we can let you know of an expected time  ‘window’ of arrival upon request, ie morning’, mid morning, early afternoon or late afternoon to give a rough indication of a time we will arrive. We cannot give a set appointment time for arrival as there can be no way to know how a day will pan out when providing a detailed, cleaning service and travelling to and from various accounts. There are so many variables at play, such as traffic, how many we have on the team, how each home is left for us (see ‘preparation of home’ item!), last minute cancellations, as we are human, even hot weather can slow down our cleaning. We usually find we can reasonably aim for a ‘time window’ and if you would like a similar ‘window’ each week we will try hard to provide this for you upon request.  We believe in keeping promises and we would not promise a specific time as that is not viable for our company for the above reasons.

 

What are your office opening hours?

Our office is open from 9 am – 4 pm Monday to Friday. If you contact us outside of these hours then please do leave a message for us and we will get back to you as soon as possible.

 

Will I be tied into a contract?

No – absolutely not, we do not have you sign a contract as we strongly believe that offering a good quality of service creates loyalty on it’s own and has no need to tie customers into the service by making them sign. We are flexible to your needs and service can be cancelled at any time. We just ask that you respectfully give us a few days notice so that we can use the booking to fit in other work.

 

How do I pay for my cleaning service?

Payment is due for each service on the day of the visit.

Our clients set up a regular standing order to pay for their service. Payment should leave your bank account on the day of your clean. Otherwise you can also pay with cash. You should leave this out for our cleaning team to collect on the day of your clean. If it’s easier for you, we can collect payments from you via our Go Cardless direct debit facility.

If you forget to pay us or to leave cash out, please leave enough to cover two visits next time. If you forget again, don’t worry we will call to arrange payment and to set up a standing order with Go Cardless to make it easier for you.

 

Do I have to provide anything for you?

No you don’t! As a fully-equipped service we have everything we need to do the best job for you.  All we need from you is a home ready for our cleaning service to  clean and a key for access, plus any alarm codes. We supply all the materials we need to deliver a beautifully cleaned home for you! We just need your house and we will do our magic in it!

 

What products and equipment will you use?

We use the best products that we have found to be most effective and safe for your surfaces and items. We use Miele vacuums to ensure the best cleaning power that is also light-weight for the cleaners to handle safely and allows for less wear and tear on their bodies as full-time cleaners sometimes suffer repetitive strain type injuries with the wrong equipment.

We also supply all the fresh cloths and mop-heads that the cleaners require for the homes on the schedule for the day.

 

What scope of work does your minimum price cover?

Our minimum priced regular service of £30 plus VAT covers a weekly visit in a one or two bedroomed property with few occupants that is being kept in good and tidy condition. We price up from there to quote larger properties and properties which require more labour. If you have a budget to stick to we can often tailor a lower quote for a larger home by leaving out some of the areas and just including your priority rooms in the cleans.

 

How do I book additional services to add to a cleaning visit?

Just call us or email the request at least  a couple of days in advance of the cleaning visit and we will be able to price up and schedule in any additional services such as bedding changed or fridge cleaned out etc. Please remember the cleaning staff are not authorised to book in work or add to the scope of the service in any way, they are not office based and will often forget to pass on these messages, which is understandable, so please do always book additionals in advance via the office.

 

Can I book a deep clean on occasion?

 

Yes you can! Regulars only are entitled to our special of a deep clean for just double the cost of your maintenance cleaning price. On this deep clean well get behind and under all the areas we usually rotate and clean all of the rotational tasks such as window interiors and paintwork wiped down – ALL in one visit! In the ‘olden days’ this was called ‘bottoming the house’.

Of course, as these cleans take much longer than regular maintenance cleans, deep cleans are subject to availability and need to be booked a few weeks in advance to avoid disappointment as sometimes all our staff  are all fully booked with the regular maintenance cleans.

 

Who will you provide to clean my home?

All our cleaners are trained to represent our service level. We are ALL the Professionals Cleaning Service and as verified by our lovely testimonials our clients do love the cleaners that we have hired and trained.

Our cleaners are fully trained and under contract to represent us correctly and our service is fully managed for your peace of mind. All new team members are to work alongside a senior member of staff  during their training period to ensure they understand and can deliver the quality and consistency required,  their performance is closely monitored when they first go out alone. No cleaner is forced to leave training until they and we feel they are ready to deliver high standards and represent us correctly also no cleaner is allowed to leave training until they can meet our standards. Cleaners with a poor attitude towards the job will not be hired. The procedures we have in place ensure you will only be attended by cleaners who are fully able to represent us correctly in your home.

 

Will it be the same cleaner every visit?

Although this is our aim as this is always in everyone’s best interests, and it does usually work out that way, we cannot absolutely guarantee the same cleaner every single visit, due to variables beyond control such as sickness or holiday leave and also on occasion, even with our low staff turnover, members of staff do leave us, however to manage this for you we do always ensure that your individual client notes are kept to supply to any cleaner that attends you to maintain consistency and routine. We always ask for clients to communicate their needs to us as we understand that no two clients are the same. This ensures that all notes stay up to date and any cleaner covering for your regular cleaner is on the same page and will be getting it right for you.

 

What if I’m not happy with the cleaning?

If you feel in any way dissatisfied with our service, then please tell us within 24 hours in order that we can rectify the situation. We will return or make sure to rectify the missed area next visit if necessary at no charge.

 

How do you maintain standards every time?

At the time when we come round to provide a quote for your service, we create personalised client notes for your home with information about special surfaces, pets, etc and with a section to keep a note of housework routine items such as windows, etc. Our office manager is also available during our ‘open hours’ to support the cleaning team to ensure they have everything they need and to check standards when required. We will also be in touch with you on a regular basis to ask for your feedback and to make sure that we are getting it right for you.

Not only do we provide all of these, we also have our Route Manager who will perform random quality checks out on-site to ensure that staff are performing duties correctly and that all of your job notes are being acknowledged.

 

How do I prepare the home? Do I need to tidy up before you come?

Good question! We would always advise that you store away personal items, important items and valuables, as things will have to be moved during a thorough clean and we cannot not assume liability if these are lost if they have been left out. If you have a valuable, breakable item which is out on display (ie an expensive vase for example), we cannot not assume liability for any breakage if we have been instructed to clean such an item.

Excess clutter should be kept to a minimum on cleaning day. This enables us to clean areas more effectively and lessens confusion. We will clean accessible areas only. Excessive clutter and pick-up time incurs extra fees so please ensure the floors and surfaces are mainly clear of items and ready for the cleaning service. Although we are a ‘cleaning service’ and not a ‘housekeeping service’ we will allow teams to wash just a few pots at their own discretion and if time allows. The sink area will mainly need to be clear of washing up before we arrive as of course we do  need to use the sink to prepare our cleaning water and chemicals.

We absolutely know and understand that clients are so busy, but if the house is not picked up and left ready for our service when teams arrive then we will not be able to deliver the level of service we have promised without a price increase to cover additional labour costs and you will not get the best value for money.  If teams arrive to find that a house has not been picked up and requires a large amount of tidying before they can get to the clean they will do what they can within the usual time-frame but then they will need to leave to get to the next client scheduled without getting to all the cleaning, they would rather complete the clean to the level of detail that is usual for our service level and we know that clients would usually prefer the higher level of cleaning than have our teams spend the bulk of the time tidying up first. We CAN help with this kind of work for you but will need to price it into the service.

Please ensure all wardrobes, cupboards, shelves, blinds, etc are securely fixed so we can be sure our team are working in a safe environment. We cannot accept liability for any damage or accident due to unsecured fixtures.

 

Shall I go out during service to allow access to the areas you'll need to clean?

It is not strictly necessary to be out during service but it is something we do recommend for very best results and for best value for you, alternatively, if you can stay in a room that we don’t need to clean or can maybe clean last – that can work too!  Of course we cannot detail clean an area which is being heavily used by clients and we will not be able to guarantee quality of work where client activity is taking place at the same time. It is not good value for your money and also is frustrating for staff who came with the intention of providing a full and detailed service for you.

We cannot take on any liability for breakages  or accidents caused as a result of client activity around the cleaning staff.

Most clients tell us that they know this is all just common sense really – and it is! We always say that kind consideration of one another will lead to best interests of both parties being met and this always proves to be the case.

 

Will you move the furniture to clean?

Where possible, we will move furniture to clean as far as we can remove without causing ourselves strain or injury, but of course we may not move everything we can at every single visit, unless a deep clean has been booked. Also safety must come first and We will not move furniture that cannot be easily be pulled out without undue strain on a person’s body. We will move any items that we safely can within a rotating schedule.

 

Will you clean the windows too?

Yes!! Unlike some other cleaning companies, we do include interior windows within our standard service! We will clean the interior windows that we can safely reach on a rotational basis. The cleaner who attends you will choose a couple of the windows to clean per visit and they will know where they are up to within her window cleaning schedule.

 

Are you insured?

We are insured up to £1,000,000 for public liability, employer’s liability, key holding, product use and items being worked on. For any claim falling into these categories we will meet any policy excess for you to ensure total peace of mind.

All our teams are fully trained and endeavour to treat your home and possessions with the greatest care, however in moving many items in your home, including the operation of blinds, etc there is an element of risk that items may be damaged. Our accidental damage insurance is subject to an excess of £250 and we do not provide cover for accidental damage for the first £250 of any loss. Your household insurance will usually have a smaller excess so it’s usually better to claim on this if necessary. You will always be informed if anything is ever damaged by our cleaning team. Please inform us of any items that are irreplaceable, so that we can make special arrangements.

 

I assume you are closed for bank holidays, Christmas etc?

That’s right! Here are our closure times:

We are closed during weekends and public bank holidays. If your clean falls on a bank holiday we can on some occasions offer a re-schedule upon early request but this depends upon availability as we are often running a full schedule which means this is not always possible but we will always help where we can.

We are also closed for the two weeks of the Christmas holidays so that our staff can use some of their annual leave to enjoy time with their families at Christmas.

 

What about when I go on holiday?

If you would prefer to cancel whilst you are away we can do that, however most clients use the booking to have a deep clean or sometimes for additional tasks such as fridge and kitchen cupboards cleaned out, also clients feel it’s great for to have someone checking in on the home and picking up the post, water the plants etc whilst we are there too. Of course, if you do have us in, please make sure to supply any additional access details such as alarm codes etc.

If you would like to cancel your spot please give us two week’s notice so that we can use the spot to book/re-schedule other work and not just waste the place. We are usually running a full schedule and need to know about free spots in advance for bookings.

 

What if it snows and roads are unsafe so that you cannot get to me?

Safety must always come first. If we can’t get to you because access is too dangerous due to ice and snow, etc then you will not be charged for your normal visit. We will return at your next scheduled clean as long as the roads are then clear and safe.

 

Do you have a Privacy Policy to protect my data in compliance with GDPR?

Privacy Policy:

Although we have not had to alter our policies or procedures in any way to comply with GDPR guidelines, we have never shared any of the data we hold unnecessarily or stored any data unsafely, we would like to let you know how we are compliant with the  legislation coming to pass 25th May 2018 as follows:
When services are cancelled by either party your details will be deleted off our databases with immediate effect of notification of termination unless you instruct us otherwise. At the same time, we will also be deleted you from our accountancy software too.
 
If however services are asked to be suspended indefinitely, ie due to a house move or financial situation, we will continue to hold details on our systems for up to 24 months but you will be contacted after every 6 month period after services were suspended, to ask permission to still be holding your details or if these should now be removed or when you would next like to be contacted about this.
 
Contact details are for office personnel to access only. We do not supply these details to any cleaning staff or route managers as all contacts are always made via Sandra Ormson at our office or her assistant office staff only. Likewise, contact details of our staff are not handed out to clients, as a fully managed service this is not at all necessary and would contravene data-protection legislation. The two numbers we use for our business are both office phones only, no clients’ phone numbers or emails addresses are able to be accessed by non-office staff. We do not use your data for any marketing purposes.
 
Also TPCS never sell your data to third parties. Only the members of TPCS will be supplied with the required data needed at any time to perform the work in hand correctly, our staff contracts are bound by confidentially clauses to ensure that nothing with regard to client or company information can be discussed with parties outside of the company.
 
The Professionals Cleaning Service are also making sure that all other companies used by us, such as the Go Cardless payment facility and the accountancy software we use are also compliant with the new GDPR regulations.
 

I'm so happy with my cleaner, will I be able to ask her to work directly for me?

We are so happy that you do love your cleaner, we do too! It’s great to know that she is following our training and procedures correctly and making you so happy! However we know you will understand that during the provision of our service and for a period of 6 months after any cancellation, you cannot hire any staff that are or have been contracted to us. The Professionals Cleaning Service reserves the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum of £250.

 

Can I Read Your Full Terms and Conditions of Service?

TERMS AND CONDITIONS

To our valued customers:-

Quality of service is of the utmost importance to The Professionals Cleaning Service (TPCS), as is professionalism in our work. These are the values that set us apart from other cleaning services and it is our intention to continue to deliver the very best as a quality, detailed cleaning service coupled with the best in customer service that we can possibly provide. We must also honour our duty of care towards the staff we entrust to make delivery of this level of service possible for your ultimate satisfaction. For these aims to be viable, we need your compliance with the following terms and conditions:-

INSURANCE COVER:-

As a premium level, professional service, unlike an uninsured, unregistered ‘cleaning lady‘ who can prove to be a hefty liability for a client to hire in the long run, we are fully insured for up to £1,000,000 of damages, employer’s liability, plus key-holding insurance for your peace of mind. We would never agree to undertake any work not covered by our public liability policy, including:-

Heavy lifting – as individuals we will decide which items we can and can’t lift as only we can know our personal strength, previous injuries etc and judge effectively what is safe for us to do. Heavy lifting frequently when working in the field full-time is too much wear and tear on a body and can lead to back/knee injuries later in life, therefore lifting must not be requested of our staff within general maintenance cleaning, lifting will only be undertaken at the cleaners’ discretion.

No climbing at all may be undertaken by staff during service, we have a duty of care towards our staff and will not allow any clambering or climbing for health and safety reasons.

No exterior work is covered within our insurance. If we were to fall when cleaning an outside step or window the homeowner would be liable for our injuries or any damage to the property therefore these services are not provided.

No cleaning can be done on the premises if other trades are working there or anyone is performing DIY on the home in the areas we need to access, this voids our insurance. If we arrive to find workmen present in these areas or work in progress on the house it is a wasted journey for us as we cannot proceed and you would risk a lock-out fee to cover cost of travel and our staffs’ wasted time.

Any health and safety issues will be handled as per company policy and not superseded by client request. We will always be acting in the best interests of our valued staff with regards to health and safety as this in turn is always in the best interests of the customer and the company too. We will no longer serve any client who is not supportive of our health and safety policies towards staff.

All chemicals, equipment and cloths must be supplied by ourselves, so we can ensure that, as per health and safety and insurance requirements, they are ergonomically sound to use, safe to use according to our training and hygienic to use otherwise you must assume liability for any outcome of your own supplies being used. We have no material safety data sheets for other chemicals!

Our insurance has an excess of £250 as is the norm with most comprehensive policies within the industry so therefore small items damaged cannot be covered or therefore be replaced. If any such smaller damage takes place we may be able to replace these as a gesture of goodwill in certain circumstances. 

ACCESS TO HOME:-

TPCS must have access to the home and all areas to be serviced on the agreed day of cleaning. Please make sure if you change locks we get an up-to-date key and the alarm code we hold is still correct and please communicate any special access arrangements that differ from the norm PRIOR to the day of cleaning, it is far too late to re-schedule on the day when teams are already out for the day. If access to the home is not available when TPCS arrive to clean a lock-out fee of the full price of service may apply and if we cannot reschedule, unfortunately then your cleaning will have to wait until your next scheduled service.

Please note if we are not issued with a key TPCS are not liable for any loss arising from the key being left or hidden for us around the property as this kind of arrangement is discouraged by our company as unsafe and our insurance only covers keys held by us, not keys left out for us, also if the key is not to be found in the agreed place a lock out charge will be applied for the wasted journey and time of staff who still need to be paid for the visit.

PREPARATION OF HOME:-

We would respectfully ask that the house must be made ready for our cleaning service in the following ways:

Please remember to make sure to have all the areas of the home which are to be serviced fully accessible to the cleaning team and make sure no one is using these areas during service. Please vacate the house if at all possible (particularly the kitchen, bathrooms and living areas). If anyone forgets to vacate the rooms and is cooking in/using the kitchen then that room is out of bounds for cleaning (which is to nobody’s satisfaction!) The kitchen cannot be the ‘one room’ the client chooses to use whilst the cleaning service takes place as too much detailed work needs to be done in there and because we are a cleaning service and not a housekeeping service we just have the one opportunity to clean in your designated slot. We are not there all day and will not wait to complete service at the expense of the next client.

Please store away personal items, important items and valuables, as things will have to be moved during a thorough clean and we will not assume liability if these are lost if they have been left out. If you have a valuable, breakable item which is out on display (ie an expensive vase for example), we will not assume liability for any breakage if we have been instructed to clean such an item.

Excess clutter should be kept to a minimum on cleaning day. This enables us to clean areas more effectively and lessens confusion. We will clean accessible areas only. Excessive clutter and pick-up time incurs extra fees so please ensure the floors and surfaces are clear of items and ready for the cleaning service. Although we are not a ‘housekeeping service’ we will allow teams to wash just a few pots at their own discretion and if time allows. The sink will mainly need to be clear of washing up before we arrive as we will need to use the sink to prepare our cleaning water and chemicals.

If the house is not picked up and left ready for our service when teams arrive we will not be able to deliver the level of service we have promised without a price increase to cover additional labour costs, if teams arrive to find that a house has not been picked up and requires a large amount of tidying before they can get to the clean they will do what they can within the usual time-frame but then they will need to leave to get to the next client scheduled without getting to all the cleaning, they would rather complete the clean to the level of detail that is usual for TPCS and we know that clients would usually prefer the higher level of cleaning than have our teams spend the bulk of the time tidying up first.

RESCHEDULING – NOTICE REQUIRED:-

The same as many other cleaning services, TPCS have no facility for same-day re-scheduling, many services require two weeks’ notice for a rescheduling arrangement, however TPCS always endeavour to provide outstanding customer service and in many circumstances we can accommodate a change if given a few days’ notice. Sometimes it is not possible at all if no client can swap to your allocated day since we always run a full schedule but, given due notice, in some cases we can help with this. We will always help where we can.

All communications and information relevant to the next visit, (except emergency cancellations, of course), must be conducted at very latest by 3.30 pmthe day before the clean so that we can successfully plan the route teams will take to service all accounts efficiently for the days ahead, however TPCS understand emergencies do occur in normal family life and, unlike other companies, will not be charging a fee for cancellations unless on the same day. In the case of non-emergency cancellations, these will attract no fee, but please give as much notice as you can thus we can possible utilise the spot for another clients reschedule. Additional requests cannot be made on the same day of service, we will need to book these in advance.

Therefore, although emergency cancellations are deemed acceptable, and indeed unavoidable in genuine emercencies, , we have no facility for last minute swapping and rescheduling! Therefore in the case of a cancellation, the client will usually have to wait until their next scheduled visit unless of course another cancellation comes up.

Additional requests and additional items to the scope of work already priced in cannot be made on the same day of service, we will need to book these in advance as we will need to schedule these in and arrange payment for the additional work. 

TIMES OF SERVICE ARE VARIABLE:-

Each client will be allocated their own day for service (unless other arrangements are made with due notice!) The service will be taking place at some point between 9.00am and 5.30pm unless indication has been given that the house may be available outside these hours in which case we may occasionally work outside these parameters. There is no facility for a specific timed appointments however we can supply time ‘windows’ of estimated arrival on request, obviously requests to know when teams may arrive must be put in before the day of the clean and will be accommodated where at all possible. Where no request has been put in before the day we will assume any time is fine to arrive and schedule accordingly. It will be too late to contact us on the day as we will all have left for the day.

We will never be able to predict how long a clean can take as it depends upon numerous variables such as how many are on a team and which staff are on this team, how the house has been left etc, and because our business model is designed to provide a quality clean at every home, unlike ‘hourly rate’ services, but we can arrange for a message to be sent to you when we are nearly finished if you are waiting to use your home again as we understand that detailed cleaning in a home can be an intrusive service – but well worth it, we think!

Although we cannot indicate specific times of arrival, we can sometimes arrange a time ‘window’ upon request, ie morning’, later morning, midday, afternoon or later afternoon to give a rough indication of a time we will arrive. If we are asked for the exact time that we will most likely arrive, there can be no way to know how a day will pan out when providing a detailed, cleaning service and travelling to and from various accounts. There are so many variables at play, such as traffic, how many we have on the team, how each home is left for us (see ‘preparation of home’ item!), last minute cancellations, even hot weather or feeling unwell can slow down our cleaning. We usually find we can reasonably aim for a ‘time window’ and if you would like a similar ‘window’ each week we will try hard to provide this for you. We would not promise a specific time as that is not viable for our company for the above reasons, as is the norm within our industry. 

PAYMENT TERMS:-

In common with most cleaning companies, payment is expected on day of service unless another arrangement has been implemented in an individual case, which must be requested and agreed to in the first instance. We now take payments via ‘Go Cardless’ so we can take care of these for you, just ask for the link and we will send it within an email, a payment button is also to be found embedded within the first page of our website. Repeated late payments are detrimental to cash flow and will result in withdrawal of service until the arrears are cleared and regular payments set up either by yourself or via ‘Go Cardless where we can set them up for you. It is too costly to repeatedly service an account without payment and to repeatedly chase arrears, therefore please make sure prompt payment is forthcoming on the same day as service. In the event a payment is not settled before the following clean service will be suspended until payment is received and then service may be rescheduled at our discretion usually we would need a regular payment to be set up at this point. In the event of more than two cleaning cycles without payment or without any communication re payment we may have no choice but to replace a client on the schedule. After more than one payment has been forgotten by the same client, we will then require a regular payment to be set up via standing order or direct debit, which we can help you with via our ‘Go Cardless’ facility If after a late payment, this arrangement is then not implemented upon our request we will need to reconsider the client’s place on the schedule. Repeated late payments cause detrimental cash flow issues and under no circumstances will credit be extended beyond a couple of days after service has taken place unless we have agreed such an arrangement beforehand. Late payments are regarded very seriously due to the detrimental effect this has on cashflow.

ADDITIONAL SERVICES/SPECIAL REQUESTS:-

As it is our aim to offer the most detailed maintenance cleaning service at the most affordable price we can offer, we have only built in our ‘standard service’ items at the price quoted for your regular maintenance cleanings. (Items included are on your service list list, new service lists with prices are available upon request and will be sent to you from time to time) Those are the items included within the agreed maintenance price. We do not offer substitutions or swaps, if any area that was quoted for at our original meeting when I walked through the house is not available for any reason it cannot be swapped for another area that was not covered in the original quote. This is because regular maintenance cleaning relies on certain rotas and systems of work to keep an area in the ‘maintenance’ phase of the service. New areas require a new quote and to be filtered into the system. It is not a fair swap to suddenly decide jobs which we have got in our systems and rotas can be left in order to do a complete initial clean of another area. We would never be able to run the schedule if this were allowed. New areas of the home require to be booked ahead and will attract an ‘initial cleaning price’ as we get the area up-together for maintenance cleans. We only provide one heavily discounted initial clean per family and that is your first ever clean, we cannot provide any more free deep cleaning after that day .

Additional extras are available and prices will be listed on your price list (new copies available upon request!). Prices may change as with general price increases or because we have upgraded a certain additional service or where the scope of the work has altered in any way. Please make all bookings for extra services in advance through TPCS office and not via notes for the cleaning staff unless it is meant as a booking for the following visit and we are also made aware of the booking.

Special requests can sometimes be accommodated such as the deep cleaning of a specific room, given due notice, and of course will attract an additional charge related to additional time/labour taken in order to keep our business viable. Any special requests must be within the scope of our service, please do not attempt to alter the job parameters of the regular maintenance service sold to you without due notice and request for a price. Please do not decide yourself what the price should be for any given service.

Please see below for cleaning after work has been done in your home:-

POST-CONSTRUCTION CLEANS (within regular service):-

If any work has been done within the home which has created additional construction dust you will require a post construction clean for your next service, this requires at least a double spot to be booked as the usual regular maintenance clean will not suffice, these cleans need to be booked in advanced so that we can price, staff and schedule them accordingly. If staff arrive to find construction dust within a home with no post construction clean booked they will be given instruction to clean as many rooms as they can within a usual time-frame and leave the rest of the home for the next visit so that they can still take care of all the clients on their schedule that day, this is to nobody’s satisfaction so please remember to book a post-construction clean in advance. TPCS will accept no complaint for incomplete service if we find a post-construction clean is required but has not been booked in. It is not enough to leave notes to the cleaners apologising for the extra workload, it is only fair that we do pay them for any additional labour. Our business model and payment structure requires that they are paid for all work done on behalf of the company. And this is why additional work requires an additional charge. 

FiXTURES AND LIABILITY:

TPCS must be informed of any fittings or fixtures of the home which are not fitted securely which could result in damage to these fittings or injury to staff during the cleaning service. No liability will be taken by TPCS for any issues caused by fittings or fixtures which are not secured correctly within the home. Please make sure no candles or burners are lit before service, ensuring the safety of our staff and your items which may get damaged if candles etc were left burning or recently put out before service. TPCS will not undertake any liability for either injury to staff or damage to property in these instances where the home was not left safely prepared for our service to take place.

TPCS will also not be accountable for any accidental damage or injury resulting from or related to any home maintenance issues at the property being cleaned. If you have older fittings which potentially cause leaks or showers not correctly sealed we must be informed of these before we agree to undertake the work. We will not undertake any liability for damage caused by home maintenance issues.

All fixtures must be fit for purpose ie we will show due acre and attention by only agreeing to dry dust only the blinds since these break so easily, but will not be responsible for damage of blinds when normal use ie pulling up and down causes breakage also we will only be responsible foe the cleaning we promise which is to dry dust blinds only.

Shower screens within cubicles must be ‘fit for purpose’ therefore normal cleaning if takes the shower screen off the rails as is very common within domestic cleaning and many client have reported this as a hazard for us, we will not be held accountable for this damage should it occur.

Any damage caused by the cleaning staff will be reported to us the same day if known by our staff. If the damage has not been noticed by the cleaning staff we will need this to be reported within 24 hours of the clean so that we can investigate if indeed our staff were responsible for the issue. If damage is reported in a timely manner as above, and is found to be the fault of staff representing TPCS then an insurance claim may be made for any damage of value above £250 (which is the excess on the insurance policy). Any amount above the £250 excess will be covered for you if reported to us correctly and if our staff are found to be responsible for this damage by the insurance company.

If other trades were in the home during the cleaning visit when damage occurred we will not take any liability for any damage.

If there is any client activity going on within the home during the clean we will not take liability for any damage.

END-OF TENANCY CLEANING:-

As many of you who are landlords know, TPCS are also End-of-Tenancy cleaning specialists, but these services are usually booked up many weeks in advance, so please arrange in advance to avoid disappointment. Just for information, these services cost around £180-£450 plus VAT (in common with other EOT cleaning services) our standard is very high and cost very reasonable hence the high demand! These services can take a team all day or more and will never be put before regular maintenance clients ,that is why they are booked well in advance with our company and must be booked early to reserve! Quotes will be given based on size/condition of property. Due to limited availability issues EOT cleans are ONLY available to our regulars who are landlords and then only when possible to schedule these subject to availability, these cleans are no longer available to the wider public due to lack of availability for one-off cleaning.

REGULAR MAINTENANCE CLEANING IS NON-TRANSFERABLE:-

Once you have had your ‘initial’ clean which, as you will remember, is a heavily discounted, deep clean on the first visit designed to bring the home up to our professional cleaning standards and to impress our clients with a ‘wow’ clean and win your loyalty, we will not take a client for whom we have not provided an ‘initial clean’ for these reasons!. You will then move into the ‘maintenance phase’ of the service, which is where we visit your home, weekly or fortnightly to ‘maintain’ the level of cleanliness in your home within our systems and rotas. Some companies charge in full for all the time taken to do the initial clean, we choose not to charge in full but to do the work at a loss that day to win a warm relationship with you, but regardless the ‘initial’ is a mutually beneficial effort as the client gets a beautifully clean home that makes them feel so comfortable and happy and we get a clean home to maintain from then on thus keeping our reputation for quality intact and serving the client to the best of our abilities.

 

This is the reason why our service is ‘non-transferable’. We cannot be sent to another property instead of your weekly maintenance slot (or to a part of your property we do not usually clean which is not maintained within our systems and rotas). A different property requires a meeting with myself to establish a price for that property, then a date to be implemented within the schedule for an initial clean (which, given how busy the schedule is, it can sometimes take us weeks to get a new client a date for their initial and thus get them on the schedule for following maintenance cleans!) For example, we cannot just ‘pop’ to a client’s friend or family in place of their own clean! We do not offer one-off cleans at anywhere near the price of regular maintenance cleans for all the reasons given, therefore please do not attempt to move our service to another property. If you move house a new quote and a new initial clean will be arranged for you then you will be back on the schedule. If a friend or relative would like to hire us themselves that is brilliant and we would endeavour to get them on the schedule at the earliest opportunity, but cannot promise a place immediately when fully-booked (although we wish we always could!).

WE CLEAN IT ONCE:

Because our business model is ‘cleaning service’ not ‘housekeeping service’ we can only clean each area once, for example, if we mop a floor and a pet walks across it we cannot keep cleaning it, or if someone comes home early and walks on our newly mopped floor then makes a mess on a kitchen surface we have cleaned, our work has already been done. We cannot stay and clean again. We would have to charge a substantial amount more if we were to go over and over work already completed, therefore we clean it once only within the price supplied.

PETS:-

Please give us instruction on where your pet is allowed to go during cleaning and where he/she is to put after. We will try to make sure he is where you would like him to be! If he/she is not good with people or frightening to staff or likely to make a mess after we leave, please make sure he is contained during the service. We will not assume liability for pets during service but we will follow your instructions as to what is best for your pet during service if this is safe to do so.

TPCS are not a bio-hazard cleaning service therefore will not clean excrement, vomit, blood or urine. This is to everyone’s benefit because it will avoid staff sickness and avoid cross contamination of harmful pathogens around the house., plus both we and you have a duty of care towards our cleaning staffs’ health and working conditions.

CLINICAL WASTE AND HEALTH ISSUES:-

Because both ourselves and the clients we serve have a duty of care towards our cleaning staff, our cleaners are instructed not to handle sanitary waste unless it is within a lined bin. Also we do not handle sharps under any circumstances, these must be disposed of in the correct manor and not by a cleaning service. We are not a bio-hazard cleaning operative therefore will not be handling dead animals, blood, faeces, urine or other bodily fluids which may harm the health of and impact on the working conditions of our valued staff. Also we will not be emptying bins which are not adequately lined nor will we be sorting through rubbish with our hands, we will help with taking rubbish to the bins but clients are responsible for making sure we do not come into direct contact with rubbish. Homes left for us to clean in a bio-hazardous condition will be taken off the schedule.

If anyone in the home has an infectious illness, please let us know and cancel the clean so that staff do not come into contact with these. Sickness absence is a huge drain on a cleaning service. If cleaning staff arrive to find someone is suffering from a contagious illness within the house we will ask them to leave service that day and return on your next scheduled visit. This will not incur a lockout fee in the first instance but repeated incidents will have to be reviewed.

The health and safety of our employees’ working environments is essential and the conditions TPCS provide for them is outlined as per government guidelines, the scope of our service is within these guidelines and staff must not be asked to include anything else outside of the services booked with us. They are not allowed to climb up and wipe high tiles or climb on furniture as injury for which we would not be covered by our insurance is likely, as another example, they are not allowed to lift anything they cannot easily pull with one hand as is usual within regular domestic cleaning terms, they are also advised not to clean any floor area ‘on hands and knees’ as too much wear and tear on their bodies leading to injuries later in life would be the likely result of such.. The equipment provided is to be used as trained to ensure due care of our staffs’ long term welfare

REQUIRED NOTICE OF EVENTS WHICH COULD INTERFEER WITH THE CLEANING SERVICE:-

Please inform in advance if there is anything going on at the home which could interfere with the flow of service. If there were guests using the home during service, for example, that would be considered an automatic cancellation. Although we completely respect a client’s home (that is why we want to provide them with the freshest, cleanest environment to live in that we can!) when we arrive to work, the home is also our place of business and must be ready for such so that we can provide you with this level of service. If anyone is in the home, using the rooms we need to service we will not be able to deliver our service that week. If you have guests staying in your home for more than two cleaning cycles this will require a new price from us for the duration of their stay.

Also price adjustments may need to be implemented if any alterations to the home occur (extentions, conservatories etc) also for new additions to the family (pets, long-term guests, new babies etc!) If you move house, and wish us to clean the new property we will need to visit the new home to price up the scope of the work at the new home, and, as per our business model and in order to provide you with the best service, an initial clean will need to be booked before we can go forward with the usual standard maintenance cleans in the new property. As we usuall run a full schedule, we will need to book the initial clean well in advance so that we can clear the necessary hours for a team to be able to provide this initial deep clean.

MATERIALS/EQUIPMENT:-

TPCS, in common with other professional companies, will only use our own equipment, supplies and cloths to ensure quality of service and to avoid cross contamination, since we know our own cloths are to be freshly laundered and disinfected each day, and we use separate ones for separate purposes – and obviously fresh ones at each client’s home. We will not put you at risk by using other cloths/chemicals than our own!

Products must be supplied by TPCS as we have professional understanding of the chemistry of cleaning and bring what we need to safely deliver our promise to do a fabulous job for you plus take good care of the materials of your home and care for our staff’s health. Other chemicals than our own will not be used by TPCS since our staff will have had no training as to how to use these correctly and safely and we not have the material safety data sheets for other chemicals. Our equipment is top range and ergonomically sound and we buy the things we know to perform outstanding service that are also comfortable for us to use five days of the week full time, we know it is because we’ve done it ourselves with the same! We will not risk injury to staff ,damage to the surfaces of your home or lower standards of work by agreeing to use other equipment or chemicals than what we provide for the teams.

PARKING:-

Please note TPCS have to bring heavy bags of supplies and equipment into your home (and several other homes) during the day of cleaning, so please be considerate and try to make sure there is a place to put our vehicle near to your door. We are liable for our cleaning staff and their health and safety and do not wish them to suffer back and joint injuries through repeated strain.

If there is no parking at all near a client’s home on the day (and we recognise that sometimes this is beyond the client’s control due to roadworks) we may then have to cancel the visit if it is too far to bring all the bags and the equipment on foot , there will be no fee for this if the client could not possibly have known and informed us of these conditions.

FEES:-

Unlike many other companies, TPCS do recognise that events can happen beyond a client’s control at times, therefore NO fees will be incurred with any genuine emergency cancellation or cancellations made in advance.

In the event that our team repeatedly make journeys to a client’s home and have no access to the home in the usual way (example: due to obstructions, locks changed, alarm codes altered etc) and the client repeatedly forgets to inform us or give us alternative information/means to access property, or cancel us until problem is rectified, then a fee of the usual price of service per wasted visit will be implemented depending on travel distance and staffs’ time wasted.

We really hate to charge fees but sometimes it just costs too much for a wasted journey for up to three staff who still require payment.

COMMUNICATIONS WITH OFFICE:

The best ways to communicate with TPCS management regarding any issues or to give us any new information is to either call the office Mon-Fri 9 am to 4 pm or via email in writing during these hours, this allows for the fastest results in resolution of issues or for faster implementation of any new work plans and/or prices for these. We sometimes cannot veiw texts due to the nature of our call-forwarding system

Any issues we need to take care of for you MUST be communicated within 24 hours (working days only) of the cleaning visit.

If there are issues to address you can call us to let us know but to follow up, we will require all of the points you wish us to address to be summarised clearly and in writing within two working days after the initial telephone conversation as a point of reference to work from to make sure we are understanding you clearly and can then gather the appropriate documentation and take correct action for your ultimate satisfaction. We are not able to attempt to address issues where we do not have all of the information in writing lest a misunderstanding takes place and as a result issues are not addressed correctly and confusion is caused all round. Where our Complaints Procedure is followed we have had 100% success rate at understanding and taking care of issues straight away.

This the same after a telephone conversation, if there is new information or any issues we will need all important points clarifying within an email to make quite sure we have gleaned an adequate understanding of any issues/new information before any new actions are taken or plans are to be put in place.

Complaints can only be taken care of effectively and completely by following our Company Complaints Procedure which should come attached alongside this document:

COMPLAINTS PROCEDURE:

The Professionals Cleaning Service do not expect any issues to arise with regards to the service we provide and given we are REALLY appreciating the most wonderful feedback you give to us daily,which tells us you are thrilled with us, we don’t seem to get many issues to resolve, and certainly very few compared to some similar cleaning services which we know from our DCA involvement, especially in relation to the volume of cleans performed per year, last year we performed over 3,000 cleans and we had just nine issues to handle. but although we’d all prefer that there were none, because we are all humans, on occasion something may be forgotten, should anything like this occur or any other issue causing dissatisfaction, the procedure to follow to report these is to be found within our COMPLAINTS PROCEDURE which should be sent alongside this document, and then we promise to take care of things for you as soon as we possibly can, please do not hesitate to give a detailed and specific account of any areas missed and it is essential for us to have these clearly and in writing within an email, we have the procedures in place to take care of these immediately if clients follow our complaints procedure. We promise that complaints are never normally a disciplinary issue for our staff, we will handle your issue with kind understanding since we know that issues arise for a reason or otherwise it is just a training issue and we can take action to care of these immediately if a client complains as per our guidelines. We are offering a fully managed service level and you are paying for this level of service so if you use our complaints procedure correctly and put any specific complaints to us in writing within an email, we can iron out any issues immediately for you. Non-specific, vague complaints cause distress to all parties, and cause dissatisfaction all round, we need the direct communication in writing to put these right for you. We prefer to regard ‘complaints’ as essential communications and as positive, valuable information to work with rather than regard these negatively and this is how we put these across to the staff which makes them value the communication too since these communications get us all on the same page and moving forward in the same direction of expectation and ultimate satisfaction. Also in some cases, it can highlight the need for us to manage expectations more effectively and sometimes we just need to adjust the price to accommodate some additional work which is beyond the scope of our standard service as sold to you in the first instance (see the service list provided, we can send out a new one upon request) and this additional work just needs to be priced in, our system all relies upon direct and specific communication to make it work for the benefit of all parties, after all, we all want the same results. A standard maintenance cleaning service is not meant to provide perfection as we are not charging for this and if we did we are sure nobody would pay for a team in for the full day it would take to achieve such perfection, however you are paying for our quality and detailed maintenance schedule to be completed within our usual systems and rotations for your ultimate satisfaction. We care about your happiness with our service, we want you to be thrilled with us and that is our aim, not to just have nearly all our customers thrilled with our work but to have ALL of our customers delighted.

PENALTY FOR DIRECTLY HIRING ANY EMPLOYEE OR ANY CLEANER CONTRACTED TO TPCS WITHOUT PERMISSION:-

We really hope you love your cleaner, however we love her too! We are sure you will understand that during the provision of your Professionals Cleaning Service and for a period of 12 months after any cancellation you may not employ any staff in any capacity that are or have contracted to Professional Cleaning Service. Professionals Cleaning Service reserve the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum of £250.

Thank you for reading these terms and conditions. We hope this communication is understood and deemed to be reasonable by our clients. The intention of policy is always to encourage communications and actions we need from clients to fulfil our duties and be the best we can for you all plus to honour our duty of care towards our valued staff, we love how much you love our cleaning staff, the relationships which have formed are so heart warming. We are YOUR service, we love what we do and we really love that YOU love it too, our key aim is to continue to make you happy and take good care of your homes, we just need a little help with the above so that we can continue to stick around for the long haul and service your homes to your maximum satisfaction plus stay viable as our business grows.

We thank you wholeheartedly for your usual co-operation with all these items and for all the wonderful feedback and lovely messages of support we get from you plus the referrals to friends and family and amazing testimonials , without which we simply would not exist! TPCS have had a hugely successful year far exceeding all our expectations mainly thanks to the generosity of our clients in helping to spread the word. This huge assistance in our growth is, in turn, passed back to our clients in offering our lowest possible pricing within our business modeland our commitment to continue to deliver the level of service upon which you have come to depend! The goodwill from you all has been overwhelming and amazing!!

Thank you for all these things and most of all thank you so much for your continued business! We really appreciate you too, your happiness is, as always, our happiness.