FAQ
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.
We currently cover Sheffield, Barnsley and Chesterfield.
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.