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Frequently Asked Questions

What do I need to do if I do not need your services anymore?2021-03-20T10:57:45+00:00

As there is no length of our contract you can terminate the service any time you like as long as you give us at least two weeks notice.
Do I pay you or the cleaner and is there any agency fee that applies?2021-05-24T17:11:57+00:00

We prefer if you pay the cleaner directly for the first few visits and after that if you want, you can set up a standing order. There is no agency fee or additional charges on top of what you have been quoted.

What happens if I am not happy with the quality of the clean?2021-05-24T17:12:36+00:00

If you feel that your regular cleaner is not achieving the standard you expect, Mel Cleaning supervisor will attend to inspect the quality and resolve the problems if possible. If after that there is still no improvement then we will allocate a different cleaner. We understand it is quite frustrating not to get the service you expect and as Mel Cleaning representatives we do our best to provide the highest possible standards.
What is the procedure if I need to change the cleaning day or cancel a service?2021-03-20T10:56:09+00:00

If you need to change the cleaning day we need at least a week notice. If you would like to cancel or reschedule service, we need at least 24 hours notice.
Do I have to provide keys to the cleaner?2021-03-20T10:55:38+00:00

Not necessarily. The cleaner can come at certain time on each visit. However having keys for your property gives us more flexibility and better chance to arrange a cleaner who is local and when you come back from work you will find your home sparkling.
Will I have the same cleaner on each visit?2021-05-24T17:13:28+00:00

Yes, you will have the same cleaner on each visit except if she goes on holiday or is not feeling well. In these cases you will be notified and offered a replacement cleaner.
When will the cleaner come?2021-03-20T10:54:40+00:00

The cleaning day depends entirely on you and your preferences. You have to choose a day which is most suitable for you and we will allocate a cleaner who is local to your area and will be able to clean your property on the same day each week.
Can I have a cleaner every Saturday or Sunday?2021-03-20T10:54:07+00:00

You can have a cleaner on weekends and there is no extra charge for it.
Can you provide references?2021-05-24T17:13:53+00:00

Yes, we can provide references for our cleaners on client’s request.
Do you provide cleaning products and equipment on regular cleaning?2021-05-24T17:14:29+00:00

Unfortunately no as we provide cleaning materials and equipment only on One Off/ After Builders/Spring cleaning and Pre/End of Tenancy services.

What if something is damaged when my home is being cleaned?2021-05-24T17:15:04+00:00

Although we take extra care when cleaning your home, sometimes accidents do happen. If breakage or damage occur as a result of our cleaning we will make every effort to have the item repaired or replaced as long as you let us know within 24 hours after the service has been performed.
Are you and your cleaners insured?2021-05-24T17:15:42+00:00

Yes. All our cleaners are covered by our Public Liability insurance.
Do you iron shirts and how many per hour?2021-05-24T17:16:06+00:00

Yes, we iron shirts. Our cleaners are trained to do normally 6-8 shirts per hour.
What tasks your cleaner’s complete on regular basis?2021-05-24T17:16:37+00:00

Mel Cleaning operatives are trained to complete our standard task list which includes ironing. However you can prepare your own tasks depending on your needs and the cleaner will follow them.

Do you provide cleaners on regular basis?2021-05-24T17:17:25+00:00

Mel Cleaning’s operatives are fully trained to provide high standard domestic cleaning on regular weekly or fortnightly.
How you select and vet your cleaners?2021-03-20T10:49:57+00:00

Before we chose our cleaners we need:

  • Identity card, passport or driving licence
  • Proof of address/ bill or statement
  • Check of cleaning tasks skills and English
  • Minimum 2 references from previous employers or clients
  • National Insurance Number

After we chose the person then Mel Cleaning organise a training of 3 days.

What are your working office hours?2021-05-24T17:18:07+00:00

Amended reply: We are open Monday – Friday from 8.30 till 18.00 and Saturday 09.00 till 14.00.
What areas you cover?2021-03-20T10:48:59+00:00

We cover all London Areas within the M25

Do I pay you or do I pay to the cleaner the full amount?2021-05-24T17:18:31+00:00

You can pay us or pay the cleaner directly the full amount at the end of the service.
Can I leave your cleaners unsupervised?2021-03-20T10:47:02+00:00

Our cleaners are fully trained, vetted, insured and disciplined to provide high quality service. You can leave them at the property to carry out their job as long as you are there in the begging of the service to let them in and towards the end to inspect their work. However if you do not feel confident in leaving them at the property unsupervised you are more than welcome to be there the whole time.
Do you provide cleaning equipment and materials?2021-05-24T17:19:35+00:00

The provision of cleaning detergents is included in the initially quoted hourly rate however the equipment is optional and there is an extra cost for that.

Is it possible for third party to pay for the cleaning?2021-03-20T10:45:59+00:00

It is possible for third party to pay for the service in case you can not be at present at the end of the service as long as you have initially informed us and have provided the contact details of your representative.
What do you do on One-off service?2021-05-24T17:21:13+00:00

We have a standard task list which our cleaners follow, however you can prepare your own tasks depending on your needs.

Do you have minimum hours per visit for One Off cleaning?2021-03-20T10:44:00+00:00

Yes we do. The minimum hours per visit are 3 hrs.
Can I give the cleaners keys for the office?2021-05-24T17:21:52+00:00

All keys are kept safely, with no addresses, contact numbers, alarm codes or any other personal information attached to them. Therefore we believe that it is completely safe to provide us with set of keys. For more details please visit our Terms and Conditions.
Do you do cleaning before, after or during office hours?2021-03-20T10:42:39+00:00

Mel Cleaning Ltd understands that office appearance is vital for company’s image and reputation. We also believe that clean and tidy workplace is a happier and more productive space. For this reason we provide flexible service that complies with your needs.

Do you empty the rubbish bins?2021-05-24T17:22:32+00:00

Yes, we do empty rubbish bins as long as you request it from us.

Do you move furniture when you clean carpets?2021-03-20T10:41:13+00:00

Mel Cleaning offers professional services and high standards. In order for us to achieve the best results we move as much of the furniture as possible.
Do you clean upholstery and curtains?2021-05-24T17:23:07+00:00

We, at Mel Cleaning specialise in cleaning carpets as well as upholstery and curtains.
Our knowledgeable technicians can identify the fabric type of each upholstered piece and what cleaning methods will give your upholstery the best, safest and longest lasting results.
We treat curtains with extreme care as the fabrics are very delicate.

Do you steam clean sisal or seagrass carpets?2021-05-24T17:23:53+00:00

Unfortunately, these types of fabrics cannot be steam cleaned as they are made from natural fibre and melt when exposed to high temperature.

How much is the minimum call out charge?2021-03-20T10:39:43+00:00

Our minimum call out charge starts from £50. However the charge may be higher depending on the location of the property. For more details please contact our advisers.
How long does it take for the carpet to get dry?2021-05-24T17:24:41+00:00

Depending on the fabric it may take up to two or three hours for your carpets to get completely dry. To speed up the drying process we recommend you to open all windows, turn on the heaters or fans. You can still walk on the carpets however it is advisable to wear clean shoes or overshoes.

Can you guarantee that all stains will be removed?2021-05-24T17:25:32+00:00

Mel Cleaning uses the latest technology when it comes to carpet cleaning. However removing stains is very difficult process. We need to know what the nature of the stain is, how long it has been on the carpet, if you tried to remove it before contacting us and what the texture of your carpet is. Some stains (from blood, red wine, dark tea or coffee, oil etc.) cannot be completely removed as they colour or damage the fabric of the carpet immediately. To achieve maximum result you need to contact us as soon as the stain appears.
What carpet cleaning method do you use?2021-05-24T17:26:04+00:00

Mel Cleaning specialises in deep cleaning your carpets and rugs, leaving them looking great and germ free. Our deep cleaning system uses self-neutralizing chemicals that flush the dirt and pollutants from the fibers, leaving your carpets clean and fresh again. The machine and cleaning detergents, we use, are designed by Prochem who are a leading manufacturer of cleaning and maintenance products for carpets and fabrics. Mel Cleaning representatives use chemicals and shampoos which are non-toxic, hypoallergenic, biodegradable and fast drying. Our professionals carefully choose the products they use depending on the type of carpet as well as on the type of stains.

Do you do the windows?2021-03-20T10:23:53+00:00

Cleaning windows is a service that Mel Cleaning offers. However our professionals will clean the windows only from inside unless there is a safe access from outside the property or the windows can open internally.
Do you wash walls?2021-05-24T17:26:49+00:00

Unfortunately Mel Cleaning does not specialise in washing walls as we cannot be sure if the paint is washable or not. However if you request us to clean certain spots we will try to remove them as much as possible under signed Agreement between you and Mel Cleaning that you will not hold us or any of our representatives responsible for damages caused during the cleaning.
Do you dust walls and ceilings on after builders clean?2021-05-24T17:27:24+00:00

Our cleaners are fully trained to provide professional After builders cleaning service. We mainly concentrate on the dust which is normally spread everywhere. Therefore our aim is to clean as much of the dust as possible which includes dusting all surfaces, walls and ceilings.

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We are here for all of your cleaning needs!

CALL NOW: 020 7791 3515

  • 020 7791 3515

  • info@karataw.com

  • 51 Globe Rd, London, E1 4DY, United Kingdom

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