Frequently Asked Questions
The following questions are designed to act as a helpful guide for arranging your clean. If you are still unsure over any information then please complete an enquiry form or contact us directly.
1. I have never had a cleaner before. What can I expect?
When arranging your clean for the first time we will endeavour to find a day and a time that suits you. Once this has been arranged the same staff will see you on the same day and time each week or fortnight.
All the staff work in pairs thus ensuring their safety, and ensuring that you can build up a rapport with them. This continuity allows the cleaners to be aware of any specifics you might have for them, keeping the cleans to the highest possible standard.
After the first clean we will contact you to see how the clean went. The cleaners will endeavour to clean your house to your exact requirements. They can, within reason, manage anything inside of the property. Unfortunately, our insurance does not allow them to carry out tasks outside of the house.
2. What if I only want a clean every month?
All of our monthly customers are contacted the week prior to their clean being due. We will strive to arrange your clean at the most convenient time for yourself. Unfortunately, we cannot guarantee the same team or day each month.
3. How do I Pay?
Payment can be left with the staff on the day of the clean. They will leave you a completed VAT receipt for your records.
4. Will I receive the Same staff?
All of our regular customers will receive the same team on the same agreed day each week or fortnight. This allows there to be continuity in the cleans you will receive, thus allowing our staff to keep your house clean to the standard we expect of them.
5. Are the staff vetted?
New Pin Clean Ltd is a service company and as a result, our staff are our reputation. As a result, it is vital that we continue to offer the best service, given by the best staff.
After the interview has taken place and all the relevant checks have been made, any new recruit will be placed on a probationary period, whilst under taking continuous training from day one. This involves liaising with current staff and customers.
6. Are you insured?
Yes. All of our staff are covered by our comprehensive liability insurance scheme, that ensures that any accidents within the home are fully covered. It is vitally important that this is the case, as accidents do happen. Unfortunately, not every company in the domestic services sector carries this.
7. Will you come and see my property before the clean?
If you feel it is necessary, then yes, we will come to see your property before the first clean. With over ten years worth of experience, we have found that there can be varying discrepancies between two identical houses. The length of each clean will vary depending on what each client wants completing.
8. I’m going to be out at work. Will I still receive my clean?
We are Sheffield’s largest domestic cleaning provider. Approximately half of our customers receive our services whilst at work. We are entrusted with keys and alarm codes, in order to complete the cleans. Each key is given a numeric code that has no immediate relevance to your property what so ever. Any personal information is kept in our safe at all times.
9. I am going away on holiday. Will I still receive my clean?
Yes. If you still want it! As long as we can enter the property at our agreed time then the clean will go ahead as planned. Any keys needed can be dropped off at our office or we can arrange to pick them up at a convenient time. If you wish to cancel for the period, we would ask that you contact us directly at the office at the earliest available opportunity.
10. Do I have to sign a contract?
No. There are no contracts that need signing. If you wish to alter or bring to an end our arrangement, then contact us directly at the office at the earliest available opportunity.
11. Are there any extra fees?
No. All costs are kept to a minimum There are no franchise fees, commission payments or agency fees that have to be paid. All the staff work for New Pin Clean Limited, therefore we pay them directly, not you. As a result, we have more control and responsibility over them.
Please Note:
A late cancellation fee will occasionally be issued if the clean cannot be started due to a reason outside of our responsibilities, for example, a customer who forgot we were coming and went out. This is kept to an absolute minimum as we still have to pay the staff.
12. What products do you use?
We use a full range of Domestic Cleaning productsspecific throughout all areas of your home. All products are netural in their PH, thus being completely safe to use around your house.
13. Can the cleaners use my products?
Yes. They can use your products as long as they are not for industrial use. This can also include your vacuum cleaner.