Home Cleaning London FAQs

General Service Information

How long have you been in the business?

Hire Cleaner has been offering professional home cleaning services in London for over a decade now.

Do you ask for a deposit?

We don’t ask for any deposit, just one simple payment on completion of the work.

Do you charge a cancellation fee?

We only charge a cancellation fee if the booking is cancelled less than 48 hours prior to the arranged time – or if our cleaners are not provided with access to the property on the day itself.

When are your cleaners available?

Our cleaners are on call throughout London, and we’re often able to deliver a same-day service. We advise customers to book early in the day though, to help us manage a swift response. Advance bookings will also help us to ensure you the cleaning slot you want.

What are your service hours?

We aim to be as flexible as possible – working 7 days a week, with appointments running from 8am to 6pm.

Will I need to cover parking fees?

The Client is requested to arrange a suitable parking space for our vehicles within close proximity of the property and to cover any parking/congestion expenses if applicable.

Do your cleaners speak English?

Many of our cleaners are of Bulgarian or Polish nationality, but we consider it important that all staff are able to speak a good standard of English. You will always be able to discuss your needs with one of our cleaning supervisors.

Regular and Domestic Cleaning

What if my cleaner leaves / is ill ?

We will be happy to supply a replacement for you and will stick to your regular slot.

What if I am not happy with the cleaner ?

If that ever happens, we will be happy to arrange for a replacement cleaner and or a visit of our Quality Control Manager on site to make sure we get back to the high standard we normally provide.

What if I need to skip a session ? Do I still pay ?

Skipping / Rescheduling is FREE of charge – we kindly ask you to give us 48 hours notice as per our T&C

What is you minimum term ?

We don’t have one, our customers use the service for as long as they actually need it. Only 7 days notice is required from you to terminate appointments with us permanently

How much in advance do you need to know if I want to stop using a regular cleaner ?

We only need 7 days notice and its free of charge as per our T&C

How do you vet your cleaners?

All of our cleaners had been initially interviewed twice (online/telephone and personally) with ID and references obtained. They are cleared to work legally in the UK. They had been police checked in the relevant country that they are coming from and are all fully insured. They are regularly checked by our quality control supervisors, their knowledge and training is constantly updated.

Can you hold keys?

Of course, this is something that actually most of our customers prefer as they save a lot of time that way. You can leave a set if keys with you cleaner and after the initial visit she can proceed coming on the same day however during working hours and you do not need to be stuck at home.

What are your agency fees ?

Our prices are final and they include all the agency fees and the insurance of the cleaners. You do not need to pay anything extra on top and you are not tight to a minimum contract. You can easily pay cash to the cleaning lady upon the completion of the service.

Can you work with alarm system?

Yes, we can. We clean a lot of offices as well and we are used to that. We will kindly ask you to meet the cleaner the first time and show her how to use the alarm system and if you can send instructions for that via email will be wonderful.

Can my cleaner look after the kids just for a while?

Our cleaners are now allowed to do that simply due to safety reasons. They do not have proper training and insurance for that and we prefer to prevent you from any risks this may bring.

Can my cleaner help me cooking a meal?

Our cleaners are not allowed to do that simply due to safety reasons. They do not have proper training and insurance for that and we prefer to prevent you from any risks this may bring.

Can my cleaner pick up the dry cleaning?

If your dry cleaning is on max 5 min walking distance and time booked for the service allows it, we will be glad to do that.

What are the cleaners working hours ?

Our cleaners normally start at 7:30 -8:00 am and finish work by 8.30 – 9 pm the latest, but we cover weekends and bank holidays for no extra charge.

Can I come to your office and leave a set of keys with you?

Certainly, still you can save some time if you just hand them over to your cleaner on the initial visit, this way you will also have the chance to talk to the person and show her / him around, pass cleaning priorities and special instructions etc. Other than that you can come and leave keys at the office, however we will need few days to arrange the keys to be passed to the cleaner before the first cleaning session.

Could I ask the cleaner to clean the carpet and outside windows?

The regular cleaner can hoover the carpet. If you need a professional deep carpet cleaning service, we would be more tan happy to organize a separate professional service for you by a fully trained technician. The regular cleaner can clean the windows from inside,as far as they are reachable. Should you require any external cleaning, you can simply book a professional window cleaning service. We will be happy to quote you separately for that.

Do I primarily keep in touch with the cleaning operative or the office ?

We’d prefer if you made contact with the office for any new instructions, change of priorities, reschedule or skip appointments, any small or major changes.

Can you hand-wash my clothes ?

For now we can offer laundry services, only in case there is a washing machine available.

Do you bring detergents ?

We will be glad to offer you packages of professional cleaning materials and detergents needed. Packages contain everything you will need , except for a vacuum cleaner. We offer different options of package content & price and can offer you a free delivery .

What if I can’t supply a parking permit or cant advise of any suitable parking around my property?

Good news – we actually travel with the public transport, when it comes to weekly or fortnightly services. So you will only need to advise of a suitable day & time to arrange your service for. C

Can I have the same cleaning maid ?

Certainly you can – we kindly ask you to stick to the particular days & times for your appointments that you have initially chosen, so that we are able to schedule the same person and make your life easier – you can trust the cleaning operative we send that she/he will be fully aware of your instructions and cleaning priorities

What if I need to change the day of the service ?

We will be happy to first check availability with your current cleaner, in order to save you on meeting a new one. If your cleaning maid is already booked for the slots you have requested, we will be happy to offer you another cleaning professional.

What if an emergency happens ?

You can reach us 24/7 – we will be happy to assist you at any time . We have our cancellation policy of course, but we are also reasonable and understand emergencies may happen. Call us right away so that we figure it out together !
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