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How does the relationship between myself and Deep Clean North East work?
Unlike our competitors, we do not require any customers to sign a tie-in contract. We believe wholeheartedly that customer loyalty and satisfaction can only be achieve by providing an unrivalled quality of service.
Our services are available if you want to book once, need some short term support or require a regular quality clean.
Payment for services can be made online, via BACS or over the phone. We look to you to provide a candid review of our cleaning service and your feedback is welcomed at any time.
Will I get a dedicated cleaner and a dedicated time slot?
For scheduled cleaning, we guarantee that your home will be cleaned at a set time each week by a dedicated cleaning professional who is fully covered by insurance. If your cleaner cannot make a particular day you will be notified within 7 days and offered an alternative. Please note, you have no obligation to accept an alternative cleaner.
While in your home, our staff are not permitted to eat, smoke or use any of your appliances unless authorised by yourself. All Deep Clean North East operatives carry out safe working practices designed to ensure that we comply with all applicable health and safety regulations.
All business policies are available upon request. Please ask your account manager for further information.
What tasks will my cleaning professional carryout?
We encourage any potential customers to arrange a free on-site estimate (OSE) carried out by our friendly area manager. This will allow us to better understand your requirements and expectations. You can use your OSE to bespoke your cleaning activities to best suit your specific needs and budget.
Our general cleaning service includes removing cobwebs and dusting skirting boards, pictures, lampshades, window sills, furniture, and light fittings and vacuuming throughout. We wipe cupboard fronts clean, wash floors and thoroughly clean kitchens and bathrooms.
Following your OSE you will receive a worksheet itemised room by room detailing all the cleaning tasks you agreed. This worksheet is to be left out as a reference for your cleaner and ensures that you receive an industry leading service every time.
The worksheet enables you to deduct tasks that may not be required and adding replacements (such as ironing, laundry or cleaning of internal windows) by simply leaving a comment in the notes section. This will best ensure the operatives time is spent efficiently, creating the best value for money.
What are Deep Clean North East's operating hours?
Our normal working hours for cleaning services run Monday to Friday 7.00am to 19.00pm. Customer support services can be contacted 24/7 via LiveChat. If your request is urgent and you require a dedicated time please inform our customer service team as soon as possible. We can usually accommodate any requests but may need to rejig work schedules to service your request.
Weekend requests are also welcome.
Do I need to provide cleaning equipment and supplies?
Regular Cleaning:
Our base rate for services does not include equipment or supplies. Your account manager will provide information regarding what products to stock and what quantity to keep. Your cleaner will leave a note on your worksheet regarding items to be restocked. Alternatively, if you would rather we provide products and equipment please tell your account manager and this optional extra will be added to your invoice.
One Time Cleaning:
All products and equipment are provided for one time services and any initial quote received is inclusive of this.
Do you hold keys and if so does your insurance policy cover for any loss that may occur?
Your Deep Clean North East account manager and your regular cleaning professional are the only people who have access to your keys. All keys are free from identification markings and issued with a unique identification number kept in a secure database.
We can provide keysafe security boxes free of charge which are to be returned once the service ceases. Any lockouts caused as a result of keysafe code changes that are not communicated prior to cleaning are charged at a rate of 50%.
How do I pay for the services I receive?
For all regular cleaning service you will be issued with an invoice once the work has been completed. The payment terms for regular cleaning is 48 hours. Invoice reminder will be issued after 7 days and 14 days.
Payment can be made via credit/debit card (online payment gateway link provided on invoice), BACS, cheque, telephone or PayPal.
For a one-off or an occasional clean, a minimum of a 50% deposit will be required at the time of booking.
What happens if my regular cleaning falls on a statutory bank holiday?
Statutory work and weekend work is charged at a 50% premium. Your account manager will contact you to offer an alternative date prior to any statutory holiday.
How do I arrange special requests, changes or cancellations?
Please call your account manager regarding any changes to the provision of regular services, ideally providing them with seven working days notice, but no less than two working days. If less than two working days are given for a cancellation you will incur a fee of 50% of the clean price. This is due to the time being reserved for your services that cannot be reallocated at such short notice.
Any invoices that remain outstanding beyond the second payment reminder will be transferred to our settlements team for review. We will try to work with you to find a mutual resolution, however, any payment plan that is breached runs the risk of being transferred to a third party agency where additional fees may be applied.
What happens if something in my home get damaged?
We treat your home with the utmost care. But if something is damaged or broken we will leave a note and will contact you as soon as possible. We will make every effort to have the item replaced if it cannot be repaired. For high value items you can rest assured that our insurance policy cover all damage due to negligence up to a value of £5 Million.
For further information regarding what is covered on our insurance please visit the link below:
https://www.deepcleannortheast.com/insurance
Access is restricted. Please contact your account manager for further information.
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