Frequently Asked Questions about cleaning
REGULAR CLEANING
What areas you cover?
What are your working office hours?
How you select and vet your cleaners?
Do you provide cleaners on regular basis?
What tasks your cleaner’s complete on regular basis?
Do you iron shirts and how many per hour?
Are you and your cleaners insured?
What if something is damaged when my home is being cleaned?
Do you provide cleaning products and equipment on regular cleaning?
Can you provide references?
Can I have a cleaner every Saturday or Sunday?
When will the cleaner come?
Will I have the same cleaner on each visit?
Do I have to provide keys to the cleaner?
What is the procedure if I need to change the cleaning day or cancel a service?
What happens if I am not happy with the quality of the clean?
Do I pay to you or to the cleaner and is there any agency fee that applies?
What do I need to do if I do not need your services anymore?
COMMERCIAL/OFFICE CLEANING
Do you empty the rubbish bins?
Do you do cleaning before, after or during office hours?
Can I give the cleaners keys for the office?
CARPET AND UPHOLSTERY CLEANING
What carpet cleaning method do you use?
Can you guarantee that all stains will be removed?
How long does it take for the carpet to get dry?
How much is the minimum call out charge?
What method of carpet cleaning do you use?
Do you steam clean sisal or seagrass carpets?
Do you clean upholstery and curtains?
Do you move furniture when you clean carpets?
PRE / END OF TENANCY CLEANING
Is it possible for third party to pay for the cleaning?
Do you provide cleaning equipment and materials?
Can I leave your cleaners unsupervised?
Do I pay you or do I pay to the cleaner the full amount?
AFTER BUILDERS CLEAN
Do you dust walls and ceilings on after builders clean?
Do you wash walls?
Do you do the windows?
ONE OFF CLEANING
Do you have minimum hours per visit for One Off cleaning?
What do you do on One Off services?
Do I pay you or do I pay to the cleaner the full amount?
What areas you cover?
We cover all London Areas within the M25
What are your working office hours?
We are open Monday – Friday from 8, 30 till 18.00 and Saturday 09.00 till 17.00.
How you select and vet your cleaners?
Before we chose our cleaners we need:
- Identity card, passport or driving licence
- Proof of address/ bill or statement
- Check of cleaning tasks skills and English
- Minimum 2 references from previous employers or clients
- National Insurance Number
After we chose the person then Mel Cleaning organise a training of 3 days.
Do you provide cleaners on regular basis?
Mel Cleaning’s operatives are fully trained to provide high standard domestic cleaning on regular weekly, fortnightly and monthly basis.
What tasks your cleaner’s complete on regular basis?
Mel Cleaning professionals are trained to complete our standard task list which includes ironing.
However we understand you can prepare your own tasks depending on your needs and leave it for the cleaner to complete it.
Do you iron shirts and how many per hour?
Yes we iron shirts. Our cleaners are trained to iron6-7 shirts per hour.
Are you and your cleaners insured?
Yes. We have a full Employers Liability cover and Public Liability cover as well as our cleaners.
What if something is damaged when my home is being cleaned?
Although we take extra care when cleaning your home, sometimes accidents do happen. If breakage or damage occurs as a result of our cleaning we will make every effort to have the item repaired or replaced as long as you let us know within 24 hours after the service has been performed.
Do you provide cleaning products and equipment on regular cleaning?
Unfortunately we provide cleaning materials and equipment only on One Off/ After Builders/Spring cleaning and Pre/End of Tenancy services not on regulars.
Can you provide references?
We provide references of our cleaners on client’s request.
Can I have a cleaner every Saturday or Sunday?
You can have a cleaner on weekends and there is no extra charge for it.
When will the cleaner come?
The cleaning day depends entirely on you and your preferences. You have to choose a day which is most suitable for you and we will allocate a cleaner who is local to your area and will be able to clean your property on the same day each week.
Will I have the same cleaner on each visit?
Yes you will have the same cleaner on each visit except if she goes on holiday or is not feeling well. In these cases you will be notified and offered a replacement cleaner.
Do I have to provide keys to the cleaner?
Not necessarily. The cleaner can come at certain time on each visit. However having keys for your property gives us more flexibility and better chance to arrange a cleaner who is local and when you come back from work you will find your home sparkling.
What is the procedure if I need to change the cleaning day or cancel a service?
If you need to change the cleaning day we need at least a week notice. If you would like to cancel or reschedule service, we need at least 24 hours notice.
What happens if I am not happy with the quality of the clean?
If you feel that your regular cleaner is not achieving the standard you expect we will do a spot check and resolve the problem. If after that there is still no improvement then we will change the cleaner.
We understand it is quite frustrating not to get the service you expect and as Mel Cleaning representatives we do our best to provide the highest possible standards.
Do I pay to you or to the cleaner and is there any agency fee that applies?
We prefer if you pay directly to the cleaner for the first few visits after that if you want you can set up a direct debit to our account. There is no agency fee or additional charges on top of what you have been quoted.
What do I need to do if I do not need your services anymore?
As there is no length of our contract you can terminate the service any time you like as long as you give us at least two weeks notice.
COMMERCIAL/OFFICE CLEANING
Do you empty the rubbish bins?
Yes, we do empty rubbish bins as long as you have requested it to us.
Do you do cleaning before, after or during office hours?
Mel Cleaning Ltd understands that office appearance is vital for company’s image and reputation. We also believe that clean and tidy workplace is a happier and more productive space. For this reason we provide flexible service that complies with your needs.
Can I give the cleaners keys for the office?
All keys are kept safely, with no addresses, contact numbers, alarm codes or other personal information; therefore we believe that it is completely safe to provide us with set of keys. For more details please visit our Terms and Conditions.
CARPET AND UPHOLSTERY CLEANING
What carpet cleaning method do you use?
Mel Cleaning specialises in deep cleaning your carpets and rugs, leaving them looking great and germ free. Our deep cleaning system uses self-neutralizing chemicals that flush the dirt and pollutants from the fibres, leaving your carpets clean and fresh again. The machine and cleaning detergents we use are designed by Prochem who are a leading manufacturer of cleaning and maintenance products for carpets and fabrics. Mel Cleaning representatives use chemicals and shampoos which are non-toxic, hypoallergenic, biodegradable and fast drying. Our professionals carefully choose the products they use depending on the type of carpet as well as on the type of stains.
Can you guarantee that all stains will be removed?
Mel Cleaning uses the latest technology when it comes to carpet cleaning. However removing stains is very difficult process. We need to know what the nature of the stain is, how long it has been on the carpet, have you tried to remove it before contacting us and what the texture of your carpet is. Some stains (from blood, red wine, dark tea or coffee, oil etc.) can not be completely removed as they colour or damage the fabric of the carpet immediately. To achieve maximum result you need to contact us as soon as the stain appeared.
How long does it take for the carpet to get dry?
Depending on the fabric it may takes up from one to two hours for your carpets to get completely dry. To speed up the drying process we recommend you to open all windows, turn on the heaters or fans. You can still walk on the carpets however it is advisable to wear clean shoes.
How much is the minimum call out charge?
Our minimum call out charge starts from £50. However the charge may be higher depending on the location of the property. For more details please contact our advisers.
Do you steam clean sisal or seagrass carpets?
Unfortunately these types of fabrics can not be steam cleaned as they are made from natural fibre and melts when exposed on high temperature.
Do you clean upholstery and curtains?
We at Mel Cleaning specialize in cleaning carpets as well as upholstery and curtains.
Our knowledgeable technicians can identify the fabric type of each upholstered piece and what cleaning methods will give your upholstery the best, safest and longest lasting results.
We treat curtains with extreme care, as the fabrics are very delicate.
Do you move furniture when you clean carpets?
Mel Cleaning offers professional services and high standards. In order for us to achieve the best results we move as much of the furniture as possible.
PRE / END OF TENANCY CLEANING
Is it possible for third party to pay for the cleaning?
It is possible for third party to pay for the service in case you can not be at present at the end of the service as long as you have initially informed us and have provided the contact details of your representative.
Do you provide cleaning equipment and materials?
Provision of cleaning detergents and equipment is included in the charge you have been initially quoted by one of our representatives.
Can I leave your cleaners unsupervised?
Our cleaners are fully trained, vetted, insured and disciplined to provide high quality service. You can leave them at the property to carry out their job as long as you are there in the begging of the service to let them in and towards the end to inspect their work. However if you do not feel confident in leaving them at the property unsupervised you are more than welcome to be there the whole time.
Do I pay you or do I pay to the cleaner the full amount?
You can pay to us and pay directly to the cleaner at the end of the service.
AFTER BUILDERS CLEAN
Do you dust walls and ceilings on after builders clean?
Our cleaners are fully trained to provide professional After Builders Cleaning Service. We mainly concentrate on the dust which is normally built up on the walls and ceilings. Therefore our aim is to clean as much of the dust as possible which includes dusting all surfaces, walls and ceilings.
Do you wash walls?
Unfortunately Mel Cleaning does not specialize in washing walls as we can not be sure if the paint is washable or not. However if you request us to clean certain spots we will try to remove them as much as possible under signed Agreement between you and Mel Cleaning that you will not hold us or any of our representatives responsible for damages caused during the cleaning.
Do you do the windows?
Cleaning windows is a service that Mel Cleaning offers. However our professionals will clean the windows only from inside unless there is a safe access from outside the property or the windows can open internally.
ONE OFF CLEANING
Do you have minimum hours per visit for One Off cleaning?
Yes we do. The minimum hours per visit are 3 hrs.
What do you do on One Off services?
We have got a standard task list which our cleaners complete, however you can prepare your own tasks depending on your needs.
Do I pay you or do I pay to the cleaner the full amount?
You can pay to us and to the cleaner at the end of the service.
