Frequently Asked Questions
We’ve done this FAQ to answer a few questions that cutomers often ask us:
What areas do you cover?
For regular weekly cleaning we cover all of Nottingham and the surrounding local area. For bigger one off jobs we will usually go out a bit further if necessary.
What are your cleaners’ working hours?
The standard hours are 8:00 until 17:00, Monday to Friday, though we often do commercial properties in the evenings. If absolutely necessary though, we can try to arrange it for outside of these times.
Will I have the same cleaner every visit?
We take every step to ensure you have the same cleaner unless your regular cleaner is either on annual leave or sick . You will then be contacted and offered an temporary cover.
Do the cleaners bring products and equipment or do we need to provide our own?
We usually require all cleaning products and equipment to be provided by the client. We can supply products etc for you at an extra charge. Our cleaners do carry some cleaning product and will only use them if you have run out of something. If this happens, you will be left a note by your cleaner on their departure reminding you to replenish your stock in time for their next visit.
What do your cleans involve?
You can see below the different cleaning tasks we perform on each clean, please note these are simply a guideline, and we are very happy to take special instructions.
How long will it take to allocate me a cleaner?
When you need someone at short notice, we will always try to get someone to you as soon as you want. Sometimes we can even manage this the same day if urgent, otherwise we can do it within a day or two, depending on how it fits in with our timetable.
How many cleaners will it take to clean my property?
We usually send 1 – 2 cleaners, depending on the size of the property and the type of cleaning to be done. However, Professional Carpet or Upholstery Cleaning jobs can be done by a single cleaner who is properly trained and equipped.
Can I specify the day the cleaner comes?
We make every effort to meet the requirements of our clients. In the majority of cases you can specify the day. If your request cannot be met, then you will be presented with the nearest alternative options. We have high demand for work on Fridays so we will usually ask that a customer specifies alternative days to Friday.
Do you have a minimum length of visit?
Yes, we have a minimum time of two hours per visit.
Are your cleaners male or female?
We have both male and female working in our company we can provide either male or female cleaners on your request.
Is it a problem if I have pets in the house?
If you inform us about this beforehand, we will make sure we send you a cleaner who does not mind working around your pets.
Do I have to wait in for the cleaner to arrive or can I leave my key with you?
We do have a key holding policy, so the cleaners can visit while you are at work
You must always notify the office if you want us to have a key for your property. We will not be held responsible for loss of keys if client gives cleaner a key without letting the office know. You must always notify Mum’s Helping Hands by email or text if you wish to give cleaner a key for your property.
Does the cleaner lock the door when cleaning in my home?
Due to health & safety in the event of a fire we do advise the staff members not to lock the door in a event of a fire. The law does say :
Emergency doors must not be locked or fastened so that they cannot be easily and immediately opened by anyone who may use them in the event of an emergency.
How do I pay?
Payment is usually made by bank transfer or standing order, though we do accept cheques or cash if needed. For regular cleaning, we will send an invoice to be paid at the end of every month.
Does your carpet/upholstery/mattress cleaning service remove stains?
We cannot guarantee stain removal, but both our carpet and upholstery cleaning have proved very effective at doing this in the past. Our mattress cleaning service is based more around sanitisation, removing smells, and helping to relieve allergies.
Are you insured?
Yes, our public liability insurance is up to the value of £1,000,000. We also have employers liability insurance up to £10,000,000, and a key holding policy.
Are your cleaners vetted?
Yes, our cleaners are reference checked and our domestic carers are also reference checked, and DBS & POVA checked.
Do I get locked into a contract?
No, for domestic cleaning we simply charge by the hour, and are very flexible with changing times and cancellation.
Do you clean windows?
Yes we do clean the insides of windows, but there is a height restriction on this task as we are only insured for our cleaning staff to clean at normal window height without the use of ladders (or any other instrument to increase height) and cleaning poles.
Do you clean ovens?
Yes we do, this is charged separately from regular cleaning, or can be included as part of the end of tenancy or deep cleaning package.
If your question hasn’t been answered here, then you can use the Contact Form on this site, or just give us a call on 0115 942 0028.