FAQ

/FAQ

If you are a landlord or a tenant, you most probably already know that it is normally the tenant’s obligation to leave the property clean once they have decided to move on. What is usually required is that the property is left perfectly clean for the new tenants to move in.

Yes of course! Here at Cleaners of London we provide a professional guaranteed End of Tenancy service. How does this service work? Depending on the size of the property which can vary from a small studio flat to a big 5 bedroom, 3 bathroom, 4 level property. We will tackle any size job, there is no job too big or too dirty for us! We do not put a time frame on a job, every property is different hence why we have a set rate for the job and we work until the job is completed to the highest professional standard.

We take pride in our work and like mentioned above we will work on the job until everything is completed. Before the job is completed we will send our Supervisor to the property to inspect and make sure our cleaning ladies have not missed any part of the cleaning. Furthermore once the job is completed if there is something we have missed we will come back to re-do it free of charge.

Normally the cleaning would start from the heart of the flat/house, the KITCHEN. The kitchen is the toughest and takes longest to clean as this is where we spend a lot of our time cooking and let’s be honest making a big mess.

What it involves:

Kitchen: removing any food or other stuff from the fridge, freezer and cupboards after which they get cleaned, cleaning inside every kitchen cabinet, cleaning the oven, cleaning all other kitchen appliances, i.e., toaster, kettle, sandwich press, microwave, dishwasher, extractor fan (this is a very important however it is very often missed to be taken apart and cleaned).

Living Room: cleaning skirting boards, picture frames, door frames, moving furniture around and cleaning under/behind it, cleaning all furniture, finally cleaning the floors (vacuum cleaning and or mopping) depending on floor material.

Bedrooms: cleaning skirting boards, picture frames, door frames, lamps, once again moving furniture around to make sure behind the bed is clean and all other furniture which can be moved by our cleaning team, finally cleaning the floor depending on the floor vacuuming and or mopping.

Bathroom/Toilet: cleaning shower/shower head, bath tubs, toilets, mirrors, floors, skirting boards, basically everything the eyes see we clean!

Hallways/Stairs: skirting boards, picture frames, vacuuming and or mopping.

We can indeed provide carpet cleaning or upholstery cleaning however this will cost a separate fee so please let us know exactly what needs cleaning and we will be more than happy to arrange for it to be done professionally.

Cleaning walls

Taking out more than 6 black bin bags. (in case you are wondering why, there have been cases where we have been expected to take 30+ heavy black bin bags out).

Chandeliers

Ceilings

Yes, of course although our cleaning ladies will not do the carpet/upholstery cleaning we have other professionals to help with the more physical tasks like carpet and upholstery cleaning.

Yes you will have to however this only applies if you need us to bring cleaning equipment and/or are having carpet/upholstery cleaning. If however you have a parking space you can provide while we are doing the job then there would be no need to pay.

If you are providing the cleaning equipment and do not need carpet/upholstery cleaning you do not need to pay congestion charge, however if you need us to supply cleaning equipment or are having carpet/upholstery cleaning you will need to pay the congestion charge.

We accept cash, cheque, credit or debit cards, however we need 50% of the quoted price as a deposit before the service to secure the booking. Any outstanding payment needs to be made on the day of the service.

Yes of course, we work 7 days a week and more importantly we do not change the rates just because it’s the weekend!

If your property already has a vacuum cleaner, mop and bucket and you are happy for us to use those then that is fine, however if you do not have those present in your property we will bring the equipment. In any case we will always come with the cleaning materials.

Our office is open Mon-Fri 8am-7pm, Saturday 8am-4pm & Sunday 9am-3pm, however we can start jobs earlier/later after office working hours. We are very flexible as we understand every job is different.

We require a minimum of 24hours notice in order to cancel your booking. If you fail to give us the appropriate notice you will be charged the 50% quoted price.

Yes, you will have to as if you do not we might not have enough time to defrost it on the day of the service. Every fridge is different some may take 1hour others might take 1day to defrost. The most common method is to unplug the refrigerator or freezer, prop the door open and allow the ice to melt on its own.

We cannot advise an exact time as every property is different. We will work until the job is completed. We send a team of cleaners to your property and not just one cleaning lady.

We understand how important a professional End of Tenancy is, a lot of the time it is the difference in getting your deposit back from the landlords. To make sure the job is done to the highest standard and nothing is missed before the job is completed our Supervisor will pay a visit to the property to make sure everything is how it should be and to check our cleaning ladies have not missed any parts and if they have they will fix them before we are out of the property.

Yes, of course. We understand how important it is to have somebody in your property who you can trust that is why we have an important process of choosing who we work with. We ask for documentation for proof of address, a passport and/or ID card, permission to work in the UK. We also require written references from previous clients so we can speak with them and get some more information about the cleaning lady. The new cleaners have training days where they are shown what is required of the job and the standard we have to set from the start. Once they have had a few days training and our supervisors are happy with their work then they come to our office for a further briefing which normally takes another 2/3hours minimum. Once this process is completed and both the cleaner and Cleaners of London are happy we sign a contract and we can begin to work together.

Yes, providing you are happy with the work of the chosen cleaner we will make sure she comes to your property every time at the same chosen day and time.

Just pick up the phone and give us a call with in 24hours of the service to let us know what the problem is. We will provide another cleaning session absolutely free of charge to complete the jobs that were not completed to the satisfactory needs. Complaints made outside the 24hours window will not be considered.

Yes of course, we have a public liability insurance for incidents that may occur in connection with a damage to your property.

Yes, there is. Our minimum service duration is 2 hours for weekly and fortnightly bookings. If however you require a cleaner on more than two/three days a week exceptions can be made but please give us a call to discuss.

It is totally up to you. If you wish to give our cleaner a key and get on with the rest of your day that is absolutely fine.

Yes, you have to provide all the cleaning equipment necessary (vacuum cleaner, mop and bucket). If however you want us to bring the cleaning materials we can provide that at a little extra cost of £6. The cleaning lady will leave the cleaning materials in your property and when things run out she will leave you a note to let you know what has ran out so you can replace it. Alternatively if you do not want any hassle she can replace the cleaning products when they run out and leave the receipt for you so you can leave extra money for her at the next service.

Accidents may occur. We are fully insured and will replace or repair anything that gets damaged as a result of an accident caused by one of our cleaners. If you need to report a damage we accept complains made within 24hrs of the provided service. For your own protection you can secure any sentimental and antique values safe when you move them and put them in a safe place. Please note that we do not cover damages which worth less than 100pounds.

No, as long as you have informed us of your priorities we will pass them along onto the cleaner. You can also advise us in advance where you keep your cleaning products, vacuum cleaner, mop & bucket, iron and iron board (if ironing is included) so we can inform the cleaner or you can just brief her on your first cleaning session.

Please give us 2 days notice in order for us to be able to arrange the cleaning to be done on another day that suits you. Alternatively if you have provided your cleaner with a key she can come as usual without having to change anything.

If your cleaner is away on holiday we will contact you in advance to let you know of her holiday dates and ask whether you want a replacement cleaner or not. It is up to you to decide whether you want a replacement cleaner or not. We will not send a replacement cleaner if you have not got back to us.

Please give us a minimum of 24 hours notice in advance. If you fail to give us appropriate notice you will have to pay half price for the cleaning visit.

We require at least 7 days notice from the last cleaning session in case of terminating your cleaning service. Simply give us a call or drop us an email to advise us.

Please pick up the phone and give us a call straight away. We will act accordingly, if a replacement cleaner is available on the day we will send one out to you.

Yes, you can pay the cleaner directly on the day of service. However if you prefer to pay us that is also fine.