FQA
How is it best to contact you?
We are happy to be contacted via Email, Text messaging, WhatsApp or Calling us. We will always speak with you in person to finalise any arrangements but happy for you to reach out first via email, text message or WhatsApp.
What information do I need to provide when I first contact you?
We will need your name, address, email address and contact telephone number. We’ll also need to know the size of the property and will also ask you some questions to help us fully understand your needs. We will ask for your expected cleaning frequency and duration per visit. We will ask you what tasks you wish your housekeeper to undertake during the cleaning visits. We will then check which of our housekeepers is best suited for your needs. We will come back to you with this detail to finalise our arrangements.
Does The Bright Clean have insurance?
All of our housekeepers are covered for public liability and personal injury insurance whilst in your home.
What is the minimum service that you provide?
We ask for a minimum 2 hours weekly or 3 hours fortnightly commitment.
What is the minimum time I must commit to?
We ask for a 2 month minimum commitment from you.
How do I pay The Bright Clean?
You pay The Bright Cleaning by Standing Order or Bank Transfer the management fee part of the hourly rate. This fee covers the management of the service along with insurance costs when our housekeepers work in your home. Payment should be made on the first day of the cleaning.
Is the Management fee on top of the Hourly Rate?
No, the management fee is not additional to the hourly rate but part of it. By separating the payment to The Bright Clean and to our housekeepers it allows us to keep our hourly rate down for you as the whole amount does not become liable for vat and other business taxes.
How and when do I pay my Housekeeper?
You should agree directly with your Housekeeper an appropriate payment method and time with payments – most clients either pay in cash or via bank transfer. Payment should be made at the end of the cleaning or later that day. We do not ask or expect you to pay the housekeeper in advance.
How are the housekeepers selected?
Our recruitment process is designed to be very selective and ensure that the housekeeper has suitable experience. Many of our housekeepers are known to Andrea and her team. We ensure that housekeepers have good communication skills. We ask for and check on both employer and character references, including previous people they have cleaned for.
Can I choose which day and time the housekeeper comes?
If you let us know you preferred day and time we will arrange our Housekeeper to meet them preference as best as they can.
Is it the same housekeeper each visit?
Yes this is important part of our business that we can send the same Housekeeper to your home for every visit. The housekeeper will become accustomed to your needs and the housekeeper will provide you with their personal contact number so that you can communicate direct with them.
Do I need to leave instructions for the cleaners each week? (Regular cleans)
It will not be necessary for you to leave notes each week for the Housekeeper unless your needs have changed since you first registered for cleaning. If you have something special you would like the Housekeepers to do within the time booked you can leave a note or let us know by email / message and we will make sure the housekeeper gets the message.
Do I need to be in when the housekeepers are due to arrive?
Housekeepers can hold a set of keys for your property so it is not essential that you are home when they clean. Many customers move to this option within a few weeks of having regular cleaning as it’s so convenient for them. If you home when housekeepers are working, they are discreet as possible and try not cause unnecessary disturbance. Although it is not essential, it is recommended you are at your property when the housekeepers are due to finish so they know you are 100% happy with the results. This is especially true for a first clean or one-off clean.
Will the Housekeepers want refreshments while they work?
Housekeepers will always provide their own refreshments, such as bottled water. If you want to offer a cup of tea or something then that is completely up to you. If the weather is hot or the clean is over three hours then the housekeeper may stop for a short break. This should, however, not impact on the quality of your home clean.
What happens if the housekeeper causes breakages?
Occasionally, things do break when they are being cleaned, no matter how careful the housekeeper is. You should take reasonable precautions. Please ensure breakable items are not left in positions where they could easily be damaged by accident. You should alert the housekeeepr to any items of high monetary or sentimental value.
What if I’m not happy with the cleaning?
If you aren’t happy with the service you receive from your housekeeper then please let them know immediately. Housekeepers don’t want to have unhappy customers. It’s important to report any concerns as soon as possible, ideally at the time of the cleaning visit so any issues can be dealt with. If this doesn’t work you can let us know and we will do our best to help.
What if I do not take to the housekeeper at our initial meeting?
We understand that everyone does not gel in life, therefore please let us know and we will allocate another housekeeper to you and again you have the opportunity to meet with this new housekeeper.
Will I be refunded for missed hours of cleaning?
You will only pay the housekeeper for the hours worked so, if the housekeeper is unable to attend or you skip a clean because of holidays etc. you will not pay the housekeeper for the hours that have been missed. Please contact The Bright Clean to ensure the Management fee can be adjusted.
What happens if my housekeeper goes on holiday or cannot clean on the day we agreed?
We ask our housekeepers to inform each of their clients at least two weeks in advance should they not be available for a clean. The housekeeper will ask you if temporary cover is required and inform Andrea and her team who will then arrange this and inform you of the temporary housekeeper allocated arrangements. Most clients prefer not to have a service whilst their regular housekeeper is on holiday, but temporary cover is available should you need it.
How much notice will I need to give should I need to cancel the service?
We require a month notice from you should you wish to cancel our service.
What if I decide to increase/decrease my weekly cleaning hours?
We are happy for you to discuss this with your housekeeper initially but all amendments to your cleaning hours must be discussed with The Bright Clean so the management fee can be adjusted to suit.
If you have any questions that are not on the list above please reach out to Andrea and her team and we will be happy to discuss.