FAQ
Q. Am I going to have the same cleaner every week?
A.Yes. As long as you are happy with the cleaner. We make every effort to allocate you a cleaner suitable to your individual requirements.
Q. How soon can a cleaner start?
A. Normally within 2 days depending on your personal needs and which day and time of the week you need the cleaner to come.
Q. Can I choose the day the cleaner comes?
A. Of course. We can arrange the day you prefer. Our cleaners work any day of the week apart from Sundays.
Q. What if I do not need a cleaner every week?
A. We provide services on daily, weekly or fortnightly basis. A minimum of 3 hours per visit applies.
Q. Are there any restrictions placed on the cleaner, with regards to what they will not clean?
A. Yes, they will not perform any deep or specialised cleaning of any antique, delicate or valuable items. Also they will not do outside window cleaning unless it is within easy reach.
Q. What should I do if the cleaner fails to turn up or is not available, due to illness, holiday, etc.?
A. Please phone the agency immediately and we will try to make alternative arrangements for you. Normally we will provide you with a replacement until the regular one is back.
Q. What shall I do if I am not happy with my cleaner?
A. Rent a pair of Hands will allocate you a new cleaner with just one telephone call.
Q. Can I trust the cleaner and leave a set of my home keys with her?
Most of our clients are working busy people and can not be present at the cleaning sessions. 90% of the cleaners are key holders. Any arrangements made between the “client” and the cleaner, regarding the access to the property are entirely on the “client” discretion. Rent a pair of Hands can not be held responsible for any loss of keys. - point 8 in our Terms and conditions
Q. If I have any questions or something to discuss regarding the service, shall I talk to the cleaner or contact the agency?
A. The best way is to contact the agency. We will do our utmost to find a satisfactory solution to any problems that might arise.
Q. How do you select and vet your cleaners?
We require to see and verify the following:
- Proof of identity (passport/full UK driving license)
- Proof of address (utility bills or bank statement)
- Immigration status (valid visa + work permit)
- Proof of experience and reliability (minimum of 2 references from previous employers)
Q. Do you provide references if required?
A. We will be delighted to provide either Rent a Pair of Hands' or/and cleaner's references.
Q. Who provides the cleaning supplies?
A. You do. The "client" is responsible for supplying all cleaning materials and equipment in full working order. point 5 in our Terms and conditions
Q. OK, I want to go ahead. What happens next?
A. Either call us on 0844 5444034; 07957 337007 or email us. We will contact you within 12 hours to discuss arrangements.
Q. Is there a minimum term contract for using your services?
A. No, there is no minimum term contract. You are advised to carefully read and agree to the terms and conditions below. For terminating the regular cleaning service you need to give us one week notice specifying last cleaning date.
Q. Which areas of London do you cover?
A. Please see the map below.
Q. How much do you charge?
A. REGULAR GENERAL CLEANING; LAUNDRY/IRONING and TEMPORARY COVER - £10.00 per hour.
END OF TENANCY; SPRING/ONE-OFF CLEANS and PRIVATE PARTY´S HELP - £11.00 per hour.
No introduction, nor monthly or any other hidden fees.
Q. Who pays the cleaner, you or I?
A. You do. The cleaners are self-employed. The payment of Tax and NI is their own responsibility.
Q. How do I pay?
A. By cash or cheque. The full amount should be given to your cleaner on the day of the cleaning visit.
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Terms & Conditions
By booking Rent a Pair of Hands services the customer agrees to be bound by the following Terms and Conditions.
- These terms and conditions are between Rent a Pair of Hands (‘The Agency’) and yourself (‘The Client’).
- The information that the “client” provides about himself/herself is strictly confidential and will only be used by Rent a Pair of Hands
- This agreement comes to an effect from the date the cleaner starts working for the “client” and shall be terminated at any time (subject to seven days notice) should the “client” wishes to discontinue the “agency’s” services.
- Rent a Pair of Hands will use every care to accomplish a satisfactory service for the tasks specified by the “client” in a professional manner. All quotes provided are based on previous estimates for similar properties.
- The “client” is responsible for supplying all cleaning materials and equipment in full working order. Rent a Pair of Hands can not be held responsible for unsuccessful cleaning visit if the cleaning materials and equipment are not safe to use, missing or out of order.
- The “client” is responsible at all times, for payment of the cleaner. The full amount should be given to your cleaner on the day of the cleaning visit.
- We require 24 hours notice for any changes and cancellations. A £10.00 fee will apply on late cancellations or changes on the terms agreed. The same will apply if the cleaner cannot gain access to your premises on the allocated day and time (30 minutes allowed).
- Any arrangements made between the “client” and the cleaner, regarding the access to the property are entirely on the “client” discretion. Rent a Pair of Hands can not be held responsible for any loss of keys.
- Due to the nature of the business the “client” agrees that all fragile and highly valuable items, such as: art, antiques as well as items of sentimental value must be secured or removed.
- Any complaints must be brought to our attention within 24 hours of the work being carried out. No claims will be entertained after the above time limit.
- Accounts not settled remain payable in full. Rent a Pair of Hands reserves the right to charge interest on overdue payments at the rate of 4% per month above the Bank of England base rate from the due date until payment is met in full. In the case of a bounced cheque a £20.00 charge will be added.
- The “client” must not employ the cleaner directly nor pass on her details to any third party that results in engagement or employment, as this will be a direct breach of this agreement.
- Rent a Pair of Hands carefully selects and screen all applicants thoroughly, however we cannot be liable for any misrepresentation to the “agency” concerning the applicants.
- Rent a Pair of Hands reserves the right to make any changes to any part of these terms and conditions without prior notice.
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