Facts And Questions
The following are some questions we have been asked on a regular basis.
What should I expect after my first cleaning visit?
The first time your cleaner visits, they will work more slowly than usual. This because they will be unfamiliar with your home and will be finding their way around.
How do you vet your cleaners?
We have proven systems to vet our cleaners. All cleaners are interviewed by the Managing Director and along with confirming their suitability for the job, we ask for references, proof of address, identification, permission to work in UK and where appropriate the individual is CRB checked.
Who has access to my keys and alarm codes?
Your keys and alarm codes are secured in a locked key cupboard. Each key is identified by a unique customer number and Christian name only. All client keys are stored in a locked key safe. All other customer data such as addresses & alarm codes are held on a secure database. Only management and team leaders have access to the key cupboard & PC.
Can I specify the day the cleaner comes?
Yes you can. When your have you initial appointment please specify the day that you require.
What happens if I am not happy with the service?
If the cleaners are still there ask them to rectify the problem immediately. If not then please call the office as soon as possible and we will ensure the issue is dealt with within 24 hours.
Will I have the same cleaner every week?
No, although it is a relatively small team and at least one of the cleaners will have attended your house before. We do this to ensure we have cover for sickness and holidays and to keep the teams fresh.
Will I be cleaned at the same time every week?
9 times out of 10 yes. However we hope you appreciate that due to sickness, holiday and workload we may have to swap your times around, we will endeavour to let you know as soon as we can if any changes are necessary. 85% of our customers issue us with keys and so times tend not be an issue.
Do you have insurance?
Yes we carry Public Liability Insurance so you can be confident should any accidents happen you will be covered.
Is there a set amount of time the cleaners are there or are there minimum cleaning hours per visit?
No, the length of time the cleaners are there depends on a number of factors, the size of the house, the number of cleaners on that day, and the frequency of cleaning. We do not work on an hourly rate, we price by the job so if it take us 10 minutes or 10 hours we are there until the job is completed to the standard both we and you expect. For more information see “What they do every visit.”
What are your operating times?
You can give us a call Mon - Fri between 9.00 - 17.00. Our domestic cleaners DO NOT work on Saturday / Sunday or on Bank holidays unless prior arrangements have been made.
What happens if I cannot contact you?
Please see 3 easy ways to contact TLC, you are bound to get us somehow.
Do you employ foreign nationals?
With the opening of the European Union borders, yes we do. We find them hard working and enthusiastic. They are fully vetted and are well educated in their own country. We are 100% fully satisfied with the work that they carry out for us.
Should I tip my cleaner?
We do not expect any of our clients to do this. Some clients do like to leave their cleaner a small gift or card at Christmas, but we do not ask for any gratuities. Unlike many cleaning companies, we pay our cleaners an hourly wage directly, including tax and NI.
What happens when I go on holiday?
Your home will be cleaned as usual unless you wish to cancel. Please give us as much notice as possible.
I have never had a cleaner before. Is there anything more I should know?
Please show your cleaner both courtesy and respect. They are the wonderful people who will tidy your home, mop your floors and clean your toilets. They will do their utmost to make sure that you are happy and pleased with their work. Do encourage your cleaner with positive feedback, it really will be appreciated. Your cleaner works hard and may appreciate a tea or coffee. Do let them know how to use the kettle and where you keep the sugar. Some clients let their cleaner switch on the radio while cleaning - we all know from experience how dull a quiet house can be!
What if I need to make any changes to my cleaning day?
Should you require a week or two without cleaning, or need to change your cleaning day call the office as soon as possible and let us know. Then please e-mail or write to us to confirm this change. This way we have a written copy of your instructions, that we can keep it on file to avoid any confusion.
If I have any further questions whom do I call?
Feel free to call us on 01189-797228 or email us at firstname.lastname@example.org