Image description
Image description

Office:   0203 701 2860

Mobile:  078 9697 2375

Email:    info@cleaningzoo.co.uk

                                                                                                                                 ______________________________________________________________

        ...because your time matter

FREQUENTLY ASKED QUESTIONS 



If you still a bit lost,

not sure which service you need or you just need a simple advice.

Contact us.

We here to help,

we will do our best to help you.



 

 


                                                                                                                                                            ________________________________________________________

 

 

GENERAL:

 

  • What are your working hours?
    Our contact hours:
    Monday - Friday 8:00 - 18:00, Saturdays: 9:00 - 17:00. We closed on Sundays and Bank Holidays.
    Our working hours:
    Domestic services: Monday - Friday 8:00 - 17:30
    End of Tenancy’s & Commercial services: Monday - Sunday
    Spring cleaning services: Monday - Saturday:  8:00 - 17:30

    Pet Sitting Service: 24/7 service
     
    ·         What areas do you cover?
    We based in Canary Wharf, London. Covering Canary Wharf and surrounding, from Bank to Greenwich.
     
    ·         Are you an agency and do you charge any agency fees?
    No, we not. We not only introduce you a cleaner. We maintain your requests and monitor the quality of service provided.  Prices are clear with no hidden costs or VAT.
     
    ·         Are you insured?
    Yes, we are. We hold full liability insurance for domestic and commercial services as well as key insurance.
     
    ·         Is there minimum term contract for using your service?
    We always ask for 48 hours’ notice for cancellations or any changes, if it’s less than 48 hours we will charge you the full amount of the service which has been booked.
     
    ·         How can I pay? Do I pay you or the cleaner directly?
    It’s up to you. You can pay our cleaners in cash or you can pay directly to our account.
    We might ask to be paid for the job when first time or for spring cleaning and end of tenancy’s cleaning.
    With regular clients, we either set up the account and send an invoice on the end of each month, where our client can pay either to our cleaner or by BACS; or the client can pay to our cleaner on each visit.
    Our Bank details:
    Lloyds TSB: Cleaning Zoo Limited
    Sort Code: 30-13-54        Account no: 27265660
     
    ·         Do you vet and train your cleaners?
    Our cleaners are fully vetted and trained. We check the references, identifications, permit to work in UK, address. If they pass our interview and first training we employ them.  We train them before we send them to work and then we keep monitoring how they work. First two weeks they work under the supervision of our team leader, then we spot check on them until we know they have a good knowledge of the cleaning products as well as work itself. When we happy with their work we keep monitoring them and train with new products or machines to make sure they up to date and you get the best possible service.
     
    ·         What do I do if I don’t want your service anymore?
    Please let us know as soon as possible. We require 48 hours notice.

 

 

 

                                                                      DOMESTIC CLEANING SERVICES:

 

 

  • I would like to get a regular service, but I’m not sure how does it work, where to start?

Call us or email us. We will set up a short meeting at the time which is convenient for you. Most of our meetings are after working hours. We understand that nowadays everyone is working late.

We will pop in for a short visit to see your property, tell you what you need and explain how we work as well as listening to you, how you would like it to be done.

We always come with our info pack, where you will have all the information needed, a copy of your cleaner ID, the copy of our insurance, full price list, cleaning products list, specification and our T&C.

Then we will set up the first cleaning session after which, we will wait for your feedback and if you happy with our service we will set up regular service of your choice.

 

  • Will I have the same cleaner each visit?

Yes. If she goes on holidays or calls sick we will send you a replacement. In that case, you will be notified.

 

  • Do I have to provide keys to the cleaner?

Not necessarily. You can leave the spare set with your concierge; we can collect it at the beginning of the service and return it after. If you don’t have a concierge in your building, it's best if we can have a set of keys for your property. It eliminates situations where we cannot get access and unnecessary charges. We are fully insured with key insurance in place.

 

  • Do you provide cleaning materials and equipment?

Not for domestic services. We only supply cleaning materials and products for spring cleaning and end of tenancy services.

 

  • What task your cleaner’s complete on regular basis?

We will dust throughout, wipe outside of kitchen cupboards, counter and display items, clean hob and outside oven, sanitise bathroom sanitary items, clean shower cubicle and base, remove cobwebs, empty rubbish bins, hoover throughout and mop all hard floors.

 

  • What do I need to do before your cleaner come to clean my property?

We can suggest you tidy up. Hide your clothes, do the washing up, pick up toys, etc. It will give your cleaner more time to concentrate on cleaning.

 

  • Do you iron shirts?

Yes, we do. We ask for the extra hour to do up to 6 shirts.

 

  • What happens if I am not happy with the quality of the clean?

Please do tell us as soon as possible. We will do a spot check and resolve the problem.

 

  • What if something is damaged when my home is being cleaned?

We are insured and we take great care when cleaning your home, however, accidents can happen. If you notice any breakage/damage, note that you must notify us immediately, so that we may take the appropriate action. Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one of a kind and hard to find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning. We cannot be responsible for breakage of items which are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm. Key replacement/locksmith fees are paid only if keys are lost or miscoded.

 

 

 

                                                                         END OF TENANCY CLEANING:

 

 

  • Do you work on the weekends?

Yes, we do.  Domestic Cleaning Services are from Monday - Fridays, where End of Tenancy Services are 7 days a week.

 

  • Do I need to be at the property during the cleaning service?

We only require your presence at the beginning or the end of the service. During the service we need your property to be free from people and belongings in order to provide you with the highest possible service; otherwise, we cannot guarantee our service.

 

  • What is not included as part of the end of tenancy clean?

Not included are: ceilings, curtains, carpet and upholstery, washing up and laundering, external areas as patios, balconies, parking, outside stairs.

 

  • How soon can you send a team to my place?

We strongly advise you to book well in advance. We will do our best to arrange it as soon as possible, but it might take at least 4-5 days.

 

  • How to prepare my property for the end of tenancy clean?

It’s pretty easy. Make sure all your belongings are completely moved out, rubbish removed, fridge and freezer emptied and turn off at least 24 hours before our team arrives. There is hot running water and electricity. We will do the rest.

 

  • Do I need to provide cleaning materials?

No, you don’t.  We provide all cleaning products and materials for end of tenancy service