Frequently Asked Questions

  1. Who will clean my home / office /warehouse?
  2. What days and hours do you work?
  3. What packages do you provide?
  4. Who keeps the keys to my home or office and who has access to them?
  5. What are the costs?
  6. What is your COVID-19 policy?
  7. Do I need to provide the cleaning materials?
  8. How do I pay?
  9. Is travel included in the price?
  10. Is your work guaranteed?
  11. Does Mercia Cleaning Services have insurance?
  12. Do you mind cleaning in a house with pets?
  13. What if something gets broken?
  14. How do I contact you if there is a problem?
  15. How do I arrange changes, special requests or holiday postponements?
  16. What is your cancellation policy?
  17. What quality control is there?
  18. How do you store my personal details?
  19. Do I need to be at home when the cleaning is taking place?
  20. What should I do about my alarm systems on cleaning days?
  21. How will I recognise your staff?
  22. What about health and safety?
  23. Do you clean communal areas?
  24. How can I give you feedback?
  25. Do you provide event cleaning services?
  26. How do I know what will be included in the cleaning service?

Who will clean my home / office /warehouse?

Our staff are rigorously trained and DBS checked and chosen depending on your needs. We will assess the size and complexity of each project and ensure the team is selected to complete the job in the most efficient way. All of our staff are part of the Mercia Cleaning family and all of our team are full trained, experienced cleaners who live locally. We always ensure, where possible, that the same team works with you each time. 

What days and hours do you work?

Our usual working hours are 6am – 6pm seven days a week. We can discuss any cleaning needs you have outside of these hours. Send us a message or give us a ring on 0800 500 3145.

What packages do you provide?

We can create any package to suit you. Whether you’re looking for either a regular weekly, fortnightly, one-off or a deep clean, we can create a customised cleaning schedule based on your needs. Take a look through our main services for everything we offer as standard, if you’re looking for something a bit different, we’d be more than happy to chat through the options.

Who keeps the keys to my home or office and who has access to them?

The Mercia Cleaning Services owner and cleaning team supervisors are the only people who have access to your keys or alarm codes, which are always made secure after completion of the clean. Alternatively, we are happy to meet the client on site for access.

What are the costs?

Our hourly rate starts at £13.50 per hour per cleaner for regular cleans and £14 per hour for one-off and deep cleans. However, depending on location we may need to add on travel costs. We will discuss what service you’re looking for and if any additional costs are needed for specialist requirements these will be agreed in advance.

If you require a bespoke package, we will provide a quote for your specific job based on a agreed scope of cleaning.

For carpet and upholstery cleaning, our quotes are dependent on the job in hand and will either be a fixed price or cost per square metre. These prices will be discussed with the client in our initial consultation.

What is your COVID-19 policy?

We maintain the utmost hygiene and cleanliness throughout all jobs we work on. Find out full details on how we operate to maintain a Covid secure environment here

Do I need to provide the cleaning materials?

We provide all cleaning materials. We use the most eco-friendly option available.  Please let us know if you require anti-allergy chemicals. We would prefer to use your vacuum cleaner in order to stop cross-contamination from one house to another, especially to reduce the spread of Covid-19. If you do not have a vacuum cleaner then we will provide one, please let us know about this at our initial consultation.

How do I pay?

You can pay in a variety of ways, including cheque, bank transfer, cash or via card payment online from the invoice.

Is travel included in the price?

Travel within a 15 mile radius of Austrey and Atherstone is free of charge. Outside of these areas we charge 35 pence per mile.

Is your work guaranteed?

Absolutely! In the unlikely event you are not completely satisfied, please contact us within two working days, and we’ll either re-perform that service or we may provide you with a full or partial refund.

Does Mercia Cleaning Services have insurance?

Yes, of course we are fully insured and all of our employees are fully DBS checked.

Do you mind cleaning in a house with pets?

We love pets. It would be ideal if you would introduce the team to your pet(s) during the first visit. You could also show the team where the treats are, so when we return, we can offer them a treat before starting the clean.

What if something gets broken?

First of all, we are fully insured. If you have any items which are particularly delicate or irreplaceable, or of high sentimental value, please let us know at our initial meeting so we can discuss the best way to make them safe. As you’d expect, we treat your possessions with the upmost care. In the highly unlikely event that something is either damaged or broken, the supervisor will leave a notification in writing for you and we will endeavour to contact you immediately. 

How do I contact you if there is a problem?

We take our reputation for exceptional standards very seriously. However, in the unlikely event of any concern, please telephone us on 0800 500 3145, or email services@merciacleaningservices.co.uk, and we will do our utmost to resolve it immediately.

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 seven days, which should allow us to make any changes necessary. If you give us less than 48 hours notice we may be obliged to charge you part or all of the fee. In the case of a public holiday we will contact you to make alternative arrangements.

What is your cancellation policy

Please let us know as far in advance as possible. We will need at least 24 hours notice or else we will charge you the full fee of the clean.

What quality control is there?

Our quality assured system starts with the high level of training of all our cleaners, then the team supervisor monitors all aspects of the clean before your team member(s) is left alone to complete the job. We also welcome all feedback –positive or negative!

How do you store my personal details?

We manage your personal data in accordance with the General Data Protection Regulations. You can view our policy details at https://merciacleaningservices.co.uk/privacy/

Do I need to be at home when the cleaning is taking place?

No, although you should feel comfortable being at home if you choose. We take the security of your home seriously, safely storing your keys and alarm codes, and so you do not need to worry about this if you are out of the house. The choice is yours. 

What should I do about my alarm systems on cleaning days? 

If you are not going to be present when we come to clean your property we can de-activate and re-active an alarm system. We will need you to give us the code and any instructions and this can be discussed during our initial consultation.

How will I recognise your staff?

All our staff wear our company uniforms which display the company logo, so we are easy to identify! 

What about health and safety?

Our working practices comply with all applicable Health & Safety regulations and our staff are fully trained to carry out their tasks within these guidelines. 

Do you clean communal areas?

Yes, where we already clean one apartment in the building, we are happy to agree a schedule for cleaning of main doors, shared halls and stairs. This will be discussed in our initial consultation with you and will be reflected in the amount that we charge for the job.

How can I give you feedback?

You can contact us at any time on either  0800 500 3145, or email services@merciacleaningservices.co.uk. We would like to hear your feedback, good or bad, as we want to work with you to ensure that we give the best cleaning service possible.

Do you provide event cleaning services?

Absolutely! Our professional, efficient and thorough cleaning teams work across small, medium and large-scale events. Cleaning before, during and after your event, we provide expert event cleaning services at indoor and outdoor corporate, public and private events all year round.

How do I know what will be included in the cleaning service?

Every customer is provided with a customer check list based on their requirement. This gives our customers peace of mind that everything will be included in the service.

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