FAQ’s
What is your “No Quibble” 30 Day 100% Satisfaction Guarantee?
If you are unhappy in any way with the management of the service to you and you wish to cancel within 30 days of signing the agreement, then you will receive a Full refund of the management fees.
How do I proceed with engaging your services?
To make an appointment at a time suitable to you for one of our representatives to visit your home please and discuss your individual requirements please telephone on 02920 090 163 or send us a message using the contact us form. This initial consultation usually takes approximately 20-30 minutes.
Will I have the same housekeeper each week ?
Yes we believe that it provides consistency for both the client and the housekeeper. The housekeeper will become accustomed to your individual requirements. The housekeeper will provide you with their personal contact number so that you can communicate direct on any day to day matters.
What about my key?
Many of our clients work long hours, have a busy commute or family life, and therefore are out of the house during the day, so it is very common to have a spare key cut for the housekeeper. As we provide you with the same dedicated professional housekeeper every week (and not pairs or teams of housekeepers rotating on a weekly basis) you have the same point of contact and your key will only remain with your dedicated professional housekeeper. For us and all our professional housekeepers, security of your home is paramount and there is no identifiable factor (ie. your name or your address) that relates in anyway to your spare key. It is true to say we treat each clients keys as if it were the key to our own home.
Are your housekeepers insured?
All our housekeepers are covered for public liability and personal injury insurance.
How long will it take to allocate my housekeeper?
Usually between 3 and 10 working days depending upon your area and our workloads.
How do you select your housekeepers?
Very carefully and very thoroughly! The majority of our housekeepers come via word of mouth. All potential housekeepers are interviewed in their own homes and references are obtained and followed up prior to any allocation of work. Only when we are 100% satisfied are the housekeepers entered onto our database and ultimately begin working for us.
What cleaning tasks are covered?
Our housekeepers are insured to cover any housework you require within your home. This can be anything from ironing, dishwashing, washing, bathrooms, bedrooms, hoovering, dusting, mopping, ornament care, flooring, lobby, study, conservatory, leather furniture, home offices and other cleaning tasks which do not require specialist equipment or machinery. Please be aware that we are not insured for any work required outside of the home.
What happens if my housekeeper is ill?
We will endeavour to find you a replacement housekeeper. The Company has a pool of ‘floating housekeepers’ who are on call to cover events such as sickness, breakdown, and other unexpected problems. A quick telephone call to the office will usually rectify this situation. However, typically the housekeeper would contact the client directly and re-arrange a convenient time or day.
Does the service continue if my housekeeper goes on holiday?
Yes, as detailed above.
Do you provide an ironing service ?
Yes, at your request we will allocate a housekeeper to you that is able to provide this service.
What is the minimum service that you provide ?
Two hours weekly or four hours fortnightly, whichever suits your circumstances. We find that typically clients utilise us for 3 hour weekly cleans which also encompass half an hour of ironing. That said, we do have some clients who prefer 10+ hours per week, so we are able to cater for each clients specific requirements. (subject to a minimum of 2 hours per week)
Is there a minimum length of time that I must agree to ?
Yes, but this is only three months.
How much notice will I need to give should I need to cancel the service at some point in the future ?
One month notice will be required in writing.
What is the quarterly standing order payment for ?
This is the management fee part of the hourly rate, which pays for the management of the service, along with insurance costs whilst the housekeeper is in your home. This is not in addition to the advertised hourly rate but simply a part of it. Separating it in this way allows us to keep our hourly rate down for you as the whole amount does not become liable for vat or corporation tax.
Why do I have to pay the quarterly fee in advance ?
As with most service providers a cost is payable in advance, e.g. BT charge the line rental in advance. Belle Casa purchases insurances and organises the services in advance.
Is the standing order payment taken immediately ?
No, we assure you that this is only taken once you have met with the housekeeper and agreed on a start date for the service.
What if I have problems with the housekeeper allocated to me, once started ?
We do always kindly ask clients to allow the housekeeper the first 2 or 3 cleans until they understand the flow of the house and work to maximum efficiency. Experience shows us that clients and housekeeper usually discuss any unlikely problem directly for a speedy resolution which can be a simple misunderstanding. However, if a client or housekeeper feels unable to approach one another, then call us and we can help find a satisfactory resolution.
Whose equipment and products are used ?
Our housekeepers use the equipment and products provided by the client. In a survey carried out by Belle Casa it showed that over 90% of clients preferred this. It not only keeps down the cost to the client but also ensures that our housekeepers use the products that you have found best suit your floors / work surfaces or perhaps it is purely down to the smell that you prefer in your home. It also ensures that animal hair is not transferred between homes when using the same vacuum cleaner.
Can I have a One-Off clean?
Of course, just call us on the contact us page and we will be happy to facilitate this for you. The total cost is £15.00 per hour (all-inclusive), and that is split into two payments, with £10.00 per hour paid directly to the Housekeeper, and the remaining £5.00 per hour paid to ourselves – usually by cheque or bank transfer.
PS: You may wish to also click on our Offers page in respect of our One-Off cleans!
Does this Apply to End of Tenancy cleans and for Letting Agents?
Yes, as detailed above.
What if I have a different question ?
Please call us direct on our office number and one of our team will be happy to help.
