Frequently asked questions
What is a ‘fully managed’ service?
Fully managed means that our team is available in the office to talk to about any problems you are having with your cleaning and can solve them on your behalf. If your regular cleaner is ever unavailable then we will be in contact with you to resolve this and ensure we get the job done.
Will I have a chance to describe which things about cleaning are the most important to me?
Absolutely. We want to know, and we need to know. Our aim is to make your house as clean as it would be if you were cleaning it yourself, or cleaner! Everyone loves coming home to a freshly cleaned house.
Can I choose which cleaners work for me?
One of the advantages of choosing a company with a team of cleaners is that there is choice – if you have a preference for who is cleaning your home then let us know and we will do our best to accommodate this.
Will I be able to meet my cleaner?
Yes. We make sure that the first time we clean for you is a time you are at home. Alternatively, your cleaner will come and meet you at a convenient time so you can show them around your house and you can discuss what is most important to you.
Will I usually get the same cleaner?
We will make sure the people that regularly clean your property are the same whenever possible. Holidays and illness will mean there are occasional exceptions – but having the same people works best for you – and us!
If anyone is ill then we will be contacting you to see what we can do to meet your needs and expectations.
Are you fully insured?
Yes we are – we have full employers liability insurance and public liability insurance. If you’d like to see copies we can email them to you.
How do you look after my key?
We have a key holding policy and a key safe where keys are locked overnight. All the keys we look after have a keyring on that identifies them as belonging to Radiant Cleaners – but no customer information, names or addresses.
I like the idea of giving people second chances in life, but I also want to be sure about anyone coming to my home…how can you reassure me?
We believe that no one is unemployable – but that doesn’t mean that every job opportunity is appropriate for everybody. It isn’t. Your home – and our reputation – is vitally important to us. We take the utmost care in choosing the right person for each job. We use domestic work to give our ‘team leaders’ extra experience so that they are then able to supervise others in teams on the bigger commercial work.
Do you bring your own cleaning materials?
For domestic jobs we prefer to use the cleaning products you already have, plus your mop and hoover. This means that employees can get to you on the bus, by bike or walking. We will provide our own cleaning materials on request at an appropriate additional charge. This may restrict the hours we are available to clean, as some of our staff don’t drive.
What do I do if I want to change my cleaning times/days?
Get in touch with office@radiantcleaners.co.uk , giving us as much notice as possible, and we will work out a new time that suits you better.
What if I am on holiday?
This gives us the time to do jobs that aren’t part of the regular cleaning. E.g. a deep clean, cleaning the inside of windows etc. If you prefer for us not to come these weeks instead then that can be arranged.
Do you do one-off cleans?
Yes we do. These jobs need to fit in with our regular commitments, but do get in touch and we’ll be able to arrange something.
Do you clean carpets?
Yes, we have our own carpet cleaner. Get in touch if you want to add this service on to your regular cleaning every few months/year.
What is the real Living Wage?
It is £9/hour from April 2019. You can find out more about it here: https://www.livingwage.org.uk/
In addition to the living wage we also pay our employees holiday and sick pay.
How do I feedback my experience to you?
We will be proactive in asking you about your experiences. The only way we will continue to be the best cleaning company is if we are listening and responding to our customers.
How do I pay?
At the beginning of a new month we will send you an invoice for the month that has just finished. You can then transfer the money into our account (our bank details on the invoice).
