Domestic Cleaning FAQs

1. Do I need to sign an agreement?

No, we don’t ask for any signed Contracts. We believe in total flexibility and that customers will continue to use us because the job we do is always done well.

2. What is your cancellation policy?

Please let us know as far in advance as possible. If we cannot gain access to your home or office, or if we have no or less than 24 hours’ notice, we may be obliged to charge the full price.

For cancellations between 24 and 48 hours’ notice, we may charge up to half of the fee. The reason for this is that we are unable to re-assign the team on such short notice.

3. How do I arrange changes, special requests, or holiday postponements?

Please contact us as far in advance as you can, ideally allowing a minimum of a week, which should allow us to make any changes necessary. In any case please give us no less than 48 hours notice or we may be obliged to charge you part or all of the fee.

4. What are your office working hours?

Our customer service team will take your calls or reply to any queries from Monday to Friday, 09.00 – 17:00.

5. Do you work on Public and Bank Holidays?

Although our office is closed on Public and Bank holidays, our cleaning operatives continue to carry out jobs as usual.

We charge a premium for jobs booked to be carried out on Public and Bank holidays and on a Saturday or Sunday.

6. Can I have the same cleaner/team every time?

Yes, if you are happy with your cleaner/team, we will try to make sure you get the same cleaner every time, although we cannot guarantee this due to holidays, sickness absence, and staff rotation. If your regular cleaner is sick or on holiday we will provide a replacement.

7. Are your cleaners employed by Outstanding Cleaning Services?

Yes, our cleaners are employed directly by Outstanding Cleaning Services. There are no agency or other hidden fees to pay.

Every cleaner we employ must have two references, which we check; passport identification; proof of address; and permission to work in the UK.

8. Are you insured?

Yes, we are insured for up to £2 million public liability insurance; and up to £10 million employer's liability insurance.

9. What if something gets accidently damaged or broken during the cleaning?

If you have any items which are particularly delicate or irreplaceable, or of a high sentimental value, please let us know so we can discuss your requirements.

As you’d expect, we take extreme care when cleaning your home; but 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.

10. What should I do to prepare for my house cleaning?

Our employees appreciate it if the customer ensures a clutter-free environment. If that environment does not exist, your cleaner/team may not be able to fully complete your cleaning.

11. Do I need to provide house cleaning equipment and products?

No, we provide everything for your convenience. That means you don’t have to spend your time buying, taking out or putting away any supplies.

We transport all equipment and supplies to your home or office in a customised vehicle, with the cleaning team, for each clean. The only circumstance in which we may not provide products is if a customer has a special request and wants us to use something specific that they provide.

12. What cleaning products will you be using?

We use only highly effective and environmentally friendly cleaning products, manufactured and distributed directly in UK. Our supplier is Zenith Hygiene Group, Plc). Our cleaner/team will not be using any products that you have in the house, unless specifically requested. This is because Outstanding Cleaning Services trains its employees on what product to use on every surface — so unknown products could potentially damage your house if not used properly.

We are also making efforts to be environmentally aware by constantly making changes to improve the working environment and also adding non-toxic products to those we use, so we can provide the best possible service for our customers.

None of the Zenith Hygiene products we use have been tested on animals.

13. Do I need to be home during the cleaning?

No, though you should feel comfortable being at home if you choose. We operate a strict security system for our keys and alarm codes so you can still relax when you’re out.

14. What should I do about my alarm system on home cleaning day?

When you are not at home, if you wish us to de-activate and re-active an alarm system please give us the code and any instructions. We are more than happy to do this and operate a strict security system for our keys and alarm codes so you can still relax when you’re out.

15. What should I do with my pets during the cleaning?

If your pet is friendly/safe, we do not mind working in a home with pets. We do ask that you notify us if there will be pets present.

Ideally you would introduce your cleaner/team you your pet(s) during the first visit.

16. How do I pay for my home cleaning?

Regular customers are invoiced per calendar month and are given 7 day terms from invoice date.

For commercial customers our payment terms are 30 days from invoice date.

Our preferred payment method for all clients is by Bank Transfer.

17. If there is a problem, who can I call?

Our reputation depends on our outstanding standards which we take very seriously. However, in the unlikely event of any concern, please telephone us on 0800 180 4105, or , and we will do our utmost to resolve it immediately.