FAQ’s

FAQ’s

Please find below a set of frequently asked questions. If you have a question that is not on our list, please feel free to contact us on 0800 7311 989 for an immediate answer.

1. What services do Freshly Cleaned provide?

We are a family owned, domestic cleaning agency. In simple terms our main function is to provide you with a cleaner who is looking for work in local family homes. It sounds simple, but in reality we have to put in a significant amount of effort to find suitable cleaners who are able to pass our thorough vetting procedures. In fact we expect 90% of cleaners applying to join our agency to be eliminated as unsuitable for one reason or another. We value our reputation and will not compromise on quality.

2. What are the main benefits of our service?
• Our cleaners are thoroughly vetted to ensure suitability and dependability. This means you can be confident in who is taking over your cleaning.
• We offer you the same regular cleaner each week so that she gets to know you and your preferences.
• We provide holiday and sickness cover, if required.
• Our cleaners are fully trained to ensure safe, secure, productive and hygienic ways of working.
• We provide ongoing support to both you and your cleaner so the relationship runs smoothly.
• Our public liability insurance is there to protect both you and your cleaner should any accidents occur.

3. What sort of jobs are your domestic cleaners qualified to do?
Most housework duties including;
• Vacuuming
• Mopping
• Polishing
• Dusting
• Cleaning Kitchens & Bathrooms
• Tidying
• Internal Window Cleaning • Ironing

4. Is there a minimum booking?
Because of travel costs and the time it takes to get from one clean to the next, we’ve introduced a minimum booking time of two hours for a domestic clean. As a more thorough service, one­-off and spring cleans will require bookings of at least three hours.

5. Can I have the same cleaner every time?
Of course you can. Once you’re happy with a cleaner, we do everything to make sure they’ll be your regular Freshly Cleaned representative, however, should your cleaner be absent because of illness or holiday time, we’ll find you a replacement and will always clear it with you before we allow them into your home.

6. How long will it take you to find me a cleaner?
Your chosen cleaning day and time, location and specific requirements will all have a bearing on how quickly we can find you a cleaner, but in most cases we will have someone available within 7 days.

7. Can my cleaner come if I’m not at the property?
Yes, of course. You don’t have to be present when your cleaner’s working. If you’re happy to leave a set of keys with your cleaner, that’s absolutely perfect. In fact, most of our customers do just that. With our thorough vetting practices and the fact that we’re fully insured, you can feel secure in the knowledge that your keys and your home are in safe hands.

8. What happens if my cleaner’s off sick or on holiday?
Should your cleaner be absent through illness or holiday time, we’ll find you a replacement and will always clear it with you before we allow them into your home.

9. Is Freshly Cleaned insured?
Nothing means more to us than being able to give you peace of mind while your home is being cleaned. So along with our Cleaning Quality Code and commitment to the very best in customer service, there’s the added security that comes with our insurance cover. A legal requirement of all professional cleaning companies, we offer extensive Public Liability Insurance.

10.Can you provide references from some of your customers?
We’re delighted in the positive feedback we get from our customers and are proud to display a handful of great comments in our Testimonials section. Alternatively, just drop us a line and we’ll send you an email with some kind words people have had to say about us.

11.How do you vet your cleaners?

Every single one of the self-­employed cleaners is interviewed in their own home. This means we can see for ourselves the cleanliness of their own home. It also gives us an idea of their background and individual circumstances. We conduct an in-depth interview and assess whether the cleaner will pass our stringent ‘would we let this person clean our own home’ test. We understand how important vetting is and we always require from the applicant before an interview:
• Proof of identity – passport or driving license
• A valid work permit
• References from previous employers
• Proof of address – Bank statement or utility bill
• Please note that all cleaners undergo thorough training once recruited.

12.What’s the difference between a regular domestic clean and spring cleaning?
A regular domestic clean is our more general, every day type of clean. We pay attention to areas of the home you come into contact with the most, like kitchen hobs, work surfaces, bathrooms and floors for instance.

A spring clean is a much deeper cleaning service. We get into the corners of your home that you wouldn’t normally think of cleaning, so the jobs take longer on average. If we were to focus on your kitchen, for example, we’d clean your oven, inside your fridge, your cupboards and internal windows, we could even defrost your freezer if you wanted us to?

13.Do I need to provide my own cleaning equipment and materials?
For regular domestic cleaning we normally ask that you supply all the relevant materials and equipment, which means, that you choose the products we use. However, if you let us know in advance, alternative arrangements can be made?

14.How do I book my cleaning service?
You can book a clean with us by email, by telephone or by contacting us directly from this website. You’ll find all the information you need to get in touch on the Contact Us page. Alternatively, just ring 0800 7311 989.

15.How do I make payment?
You pay directly to your regular cleaner, who is self­-employed, at a rate starting from £10.00 per hour, on the day of the cleaning. If you are not at home you just leave the money out for the cleaner. The remaining £2.50 is our agency’s fee and it is payable on a quarterly basis by standing order. We will confirm receipt of payment by invoice which we will e­mail to you to reduce the amount of paper waste. Discounts are available depending on how many hours of cleaning per week are required.

16.What if I have complaints about my regular cleaner or if I am not happy with the standard of work?
Firstly, always discuss any issues you have with your cleaner, if this does not work then we will try to go to the root of the problem and find out why the cleaner is not performing to your satisfaction. We will explain to the cleaner what you would like her to do differently, but if the situation still persists we will suggest to you a new cleaner who would be more suitable to your requirements. We will make sure the problem gets resolved.

17.What if I have to cancel some of my cleanings?
Should you need to go away on holiday or a business trip and wish to cancel some of your cleaning schedules we would require 24 hours’ notice, either by an e­mail or by calling to our office. Should we not receive an adequate notice or no notice at all we will have to charge a cancellation fee which is the full amount of a cleaning session. Please note if your cleaning session takes place on Mondays we would require you to call or e­mail us by Friday so we can let your cleaner know in good time.

18.Do I have to pay for the cleaning service if it has been cancelled or when I am on holiday?
No, you only pay when there has been a cleaning service. You need to let us know a minimum of 24hrs in advance before cancelling a service.

19.Do cleaning operatives visit clients for a regular cleaning session on Bank Holidays?
Our cleaners do not work on Bank Holidays but we can try to reschedule the missing cleaning session for another day of that week (subject to availability).
We continually strive to improve the service we offer. If you have any suggestions, please feel free to let us know on 0800 7311 989.