Frequently asked questions

FAQ's

Are staff vetted?

We do not employ just anyone - we only employ people who we know personally or are recommended by people who already work for us.

What happens if a cleaner loses the keys?

First we can assure you that the address is not kept with the keys. If our cleaner loses the key(s) we will give you a ring as soon as we find out and we will ask you to change the locks. Keep the receipt and return it to us - we will pay you straight away in cash or cheque the amount you have paid.

Can we trust them with alarm codes

Yes, your cleaner is not only your cleaner, but also your friend for whom safety is very important. We will ask your cleaner to memorize the code and ask not to write it down - if they forget the code we will give it to them straight away from our office.

Are they legal to work in the UK?

Yes. Most of our cleaners are from the UK. Some of our cleaners are from abroad, but thay have right to work in UK. They are registered with the Home Office Registration Scheme.

Do records & info exist about past visits?

We have every single visit registered and monitored in our records. If you are not sure if you paid or if you have any questions about a cleaner's visit give us a ring or email us we will be more then happy to help you with it.

Does your staff speak English?

Yes. But if you have any problem with communication it's really easy to contact to our office. We do all we can to make our services better so if you have any special request just leave a note or email us we will pass it to your cleaner!

What happens if we are not happy with the cleaner?

We are here for you in any situation! If you think that the cleaner doesn't meet your expectation please give us a ring or simply email us and we will have a chat with them. We believe that everyone needs a second chance, but if on the second visit you are not satisfied then we will send a new cleaner and we make sure they do the job properly by supervising them.

Is the long term quality of service high?

We would like to make sure that we won't just impress you on the first visit and not care about the cleaning in the long run. We do supervise our staff as we understand that sometimes after 1a long period of cleaning they may clean with routine and they may not notice things that are important. In this case, we will visit your property while your cleaner is there and we will point out any undone job. Also don't forget that you can contact us any time with your comments.

Can your staff wash, laundry and iron, shop, cook and do some odd work?

Our cleaners are prepared to meet all your needs -just tell us what you would like us to do and we will take care of it! However, concerning laundry: take some time to clearly explain how to use your washing machine. We would appreciate if you sort through your laundry to pull out any' dry-clean only' or 'hand wash' items. Also, please check the pockets of your garments for money, tickets or tissues. We are not a laundry service and we can therefore not be held accountable for any colour flood or item shrinkage. Please do ensure that you have fully briefed your cleaner if you wish them to do laundry for you.

Are your staff discreet?

Your cleaner is not only your cleaner - they are also your friend. Your privacy will be respected.

Are your staff considerate?

Our priority is to make sure you are happy with our services but also with your personal cleaner. Our staff are very polite, always smile, and happy to help you in any situation. If for some reason you don't like the personality of your cleaner, the easiest thing to do is to call us or email us and tell about it and we will send to you different person. You can change your cleaner as many times as you want. Your satisfaction is our goal!

Can we contact the office at any time?

You can contact us anytime! Our normal business hours are from 8am to 8pm weekdays and from 10 am to 5 pm on Saturday. In emergency we will contact you as soon as possible. We are here for you!

If a cleaner is sick or away, will you provide us with a substitute?

When the cleaner is going on holiday we will inform you at least one week before. You can decide if you would like to have a replacement or if you wish wait for your cleaner. If they are sick - as you know you can't predict sickness weeks ahead - we will contact you as soon as possible and we will organize a replacement. We reserve the right to change the day or time if necessary but of course we will work with you!

Do you work Nights/Sundays/Holidays etc?

Most of our cleaners do not mind working on Sundays or Holidays or - in an emergency - at night.

Do I have to sign a contract?

We don't do contracts. For us is important that you are happy with our services. We don't want you to feel obligated. If you are not fully satisfied call us and let us know what we can do for you. We do our best to improve our service, however you have the right to cancel our service any time.

Do I have to pay a cancellation fee?

We believe that if we matched your needs you would not cancel our service and we are taking responsibility for that. If you chose to cancel, you will not be charged any fee. If you are moving house and would like to continue our service, please let us know as soon as possible and we will arrange to have your new place cleaned! ( as long as it's in Cardiff of course! )

Can I freeze service if I am away?

Let us know at least 24 hours before you leave. You can freeze your service as long as you wish and you will not be charged for it at all. If you are going away for more then a month then we may find a different cleaner, but we will inform you about any changes.

Are there any hidden costs (i.e. agency fees?)

There are no hidden costs. It's very simple - pay the cleaner or directly to the agency and that's it - we will do the rest!

What areas of Cardiff do you cover?

We cover most areas in Cardiff:
Central Cardiff, Roath, Cathays, Cardiff Bay, Cyncoed, Heath, Riverside and Grangetown.
If you don't see your area listed, don't worry! Give us a ring - we may cover your area too!

Will I have the same cleaner every week?

Once we have agreed which day and time you would like the cleaner to attend you will receive the same cleaner each week. We believe that only in this way you will get the best service!

How do I pay?

All outstanding balances and payments for regular domestic cleaning services carried out are payable on the day of the booking. For regular domestic cleaning the most convenient way is to set up a standing order for bank transfer. Our bank details are available on request.