FAQ’s
Here we list some of the frequently asked questions you may have, and perhaps some you hadn’t thought of, to help give you all the information you need in making the decision about choosing Whitestone Cleaning.
If you have any other queries, please do not hesitate to contact us.
We have an established system which has been constantly improving in providing the cleaning service you deserve.
We help busy Homeowners, Tenants, Businesses and Charities ensure their environment is clean, safe and presentable. We also help them reduce their monthly cleaning cost by using proven cleaning methods and systems.
Our main objective is to make your life easier and save you time and money. Sometimes you may not be able to keep your home or place of business as clean as you may like. This is where our services step in and our highly experienced and trained cleaning operatives will reach your expectations.
We help busy Homeowners, Tenants, Businesses and Charities ensure their environment is clean, safe and presentable. We also help them reduce their monthly cleaning cost by using proven cleaning methods and systems.
Our main objective is to make your life easier and save you time and money. Sometimes you may not be able to keep your home or place of business as clean as you may like. This is where our services step in and our highly experienced and trained cleaning operatives will reach your expectations.
We believe every Client is different. To get the best price for the service(s) you require, please complete the quotation form on our website and a member of staff will be in touch with you.
As a guide price, for our one time deep cleaning services, prices start from £16.00 per hour per cleaner, Our regular cleaning price starts from £12.00 per hour per cleaner and this consists of either a weekly clean (minimum 1 hour per visit) or a fortnightly clean (minimum 1 hour per visit).
As a guide price, for our one time deep cleaning services, prices start from £16.00 per hour per cleaner, Our regular cleaning price starts from £12.00 per hour per cleaner and this consists of either a weekly clean (minimum 1 hour per visit) or a fortnightly clean (minimum 1 hour per visit).
On the day of the clean, the team will arrive no earlier than 08.00 and arrive no later than 17.00 unless prior arrangements have been made. They make contact approximately 1 hour before arrival on a contact number supplied at the time of booking. During the clean, you do not have to be present but must be available for the teams’ arrival to allow access and supply a list in priority, also after completion to sign off work which can be organised on the day between the team and client unless other arrangements have been made at the time of booking.
We ask for as much notice as possible to avoid disappointment if requiring a specific date. Where possible we will endeavour to assist on the earliest date available for you and with next day cleans if we have availability. Please be advised that there are many busy periods throughout the year however, we will do everything possible to ensure a highly trained and experienced cleaner is sent to your premises to complete the task.
In some scenarios, we are able to provide cleaner(s) on the same day if required. We do request a 24-hour window just in case all of our cleaners are with other customers. We do have a team of cleaners who only deal with emergency requests. This can be arranged for you. The call-out charge is £50.00 + each hour the cleaner(s) are required.
Visit www.whitestonecleaning.co.uk, select “Request A Quote” on the homepage, complete the relevant fields and click submit. Once we have received your request, we will email you with a price and available payment methods. If you have any questions, please do not hesitate to contact us by phone or email. Contact details can be found on the homepage.
Person hours are the total amount of time the cleaning will take place working through a list supplied by the client in priority. Please ensure that enough person hours are booked for the cleaning that you require. The only cleaning not included in the person hours are professional oven clean, professional carpet clean and external windows can only be cleaned if they can be accessed from the inside or from a low level fully working step ladder supplied by the Client. The teams all work within working height regulations. If any areas are to be accessed above this, equipment will be required and charged accordingly. Please ensure you speak to one of our representatives at the time of booking.
Due to high levels of business, we will very rarely come out and visit to offer a quote. Our sales team are well trained and experienced on data gathering over the phone and by email to ensure the client is advised of the amount of time that is required to be booked and any equipment required. Please be advised that this does rely on accurate information and not disclosing the full extent of the situation could mean not enough time been booked. You may also submit images via email; info@whitestonecleaning.co.uk. Where we have to send an assessor out to your property to understand the scope of the work, we will happily do this. It will always be a free no obligation visit & quote for you.
We do not offer lone working and the teams work in a minimum of two though some teams are three or more such as for after builder and after party or event clean. The schedules are generated at the first possible opportunity after booking but depending on how many members in the team, the person hours are divided down between them. In our experience, multiple cleaning operatives do a better job and it does not cost the Client anymore than they would pay for an individual cleaner.
Most clients have certain concerns when it comes to hiring a new cleaner. You may wonder if it is safe to let a new person in your home, you may worry of you can grant the cleaner with a set of keys for your place, as well as if it is safe to leave a cleaner in your home whilst you are at work. Maybe the costs involved in hiring a cleaner troubles you.
Your worries should stop right here. Hiring a cleaner through Whitestone Cleaning has its benefits and offers you the extra reassurances that you need.
We undertake rigorous checks to make sure that all personnel have the right to live and work in the country. We take references from at least two previous employers. All new comers, no matter what their cleaning experience is, are enrolled on our training programme. This ensures that their standard of cleaning meets our high expectations.
Cleaners are trustworthy and highly reliable.
We promise you will be highly impressed with the quality of services of our cleaners. Our main objective is to make your life easier. For more information, please see ‘Our Guarantee’ by visiting www.whitestonecleaning.co.uk/Our-Guarantee
Your worries should stop right here. Hiring a cleaner through Whitestone Cleaning has its benefits and offers you the extra reassurances that you need.
We undertake rigorous checks to make sure that all personnel have the right to live and work in the country. We take references from at least two previous employers. All new comers, no matter what their cleaning experience is, are enrolled on our training programme. This ensures that their standard of cleaning meets our high expectations.
Cleaners are trustworthy and highly reliable.
We promise you will be highly impressed with the quality of services of our cleaners. Our main objective is to make your life easier. For more information, please see ‘Our Guarantee’ by visiting www.whitestonecleaning.co.uk/Our-Guarantee
Yes, the minimum duration is 1 hour per visit.
Yes we do. Depending on your requirements, we can arrange cleaning visits on a daily, weekly, fortnightly basis or a one-off deep clean.
We ask that someone responsible is allocated to greet the team on arrival and hand them the list in priority to work through. If there is no one available, please let our sales team know on how they will gain access to the property and where the list will be. In the absence of a cleaning list the team will work through each room in the time permitted but please be advised that you may not have the jobs done that you would like done which is why we ask for the list.
All the teams are equipped with vehicles and will require parking as close to the property as possible. Where applicable if parking restrictions are around the property they are visiting please ensure that suitable arrangements are made prior to their arrival and that it is communicated to the team when they call or text one hour before. Alternatively, you can contact Whitestone Cleaning on 0116 218 3339 or email info@whitestonecleaning.co.uk.
We ask that you are present 20 minutes before the booked time is completed. This can be organised with the team on arrival as to when to contact you to return to the property. At this stage, the team will ask for you to check the work any issues at this point can be rectified. A job sheet will also have to be signed by the client. If for any reason you are unable to be present, please let the office know by sending a quick email to info@whitestonecleaning.co.uk or by calling 0116 218 3339.
You do not need to be present during the clean only on arrival and when the team have completed the clean unless prior arrangements have been made at the time of booking.
This service is only available on a daily, weekly or fortnightly basis. Monthly cleaning sessions are considered as deeper cleaning and we recommend that you have a look at our One-off / Spring-cleaning service.
You have the option to provide cleaning equipment and detergents although Whitestone Cleaning is able to provide detergents and basic cleaning equipment at a flat rate cost of £5.00 per visit or £2 per hour if the booked person hours are 2 hours or less. We do however ask for hot water, electricity and a vacuum cleaner to be present during the duration of the clean. The team are fully insured and all equipment we provide is tested to ensure it is safe for the purpose of cleaning. Any external windows can be cleaned provided they can be accessed from the inside or are at a low level (equipment will need to be provided by the client if any is required). Please speak to our sales team who will be able to advise you further.
We can provide the same cleaner if you request this however, if we are unable to do so, rest assured, we will provide the best of the best to ensure you are satisfied with every aspect of the service.
One-off deep clean payments are made at the time of booking. Regular clean payments are made via monthly direct debit / standing order. Give us a call to discuss this further.
We cannot guarantee the removal of all marks but will aim to certainly remove or make the appearance look better. When cleaning mould and mildew, it can depend if the spores have embedded in to the silicon or grouting and this will be dependent on how much can be removed. Marks on carpets will be spot treated but if the carpet has been treated by the client previously to the teams arrival, this can cause the mark not to be removed completely.
All the products are environmentally friendly that are used and also have antibacterial qualities to ensure a good and safe clean. However, you will be asked at the time of booking on our website or by phone whether you would like us to provide cleaning detergents at a small cost or you would prefer to provide these instead.
Whitestone Cleaning is fully insured for any damage as a result of our services. Please refer to our terms and conditions for full details.
Each quote is tailored to your home or business and how you use it and because we offer additional services, no quote will be the same. However, as a guide, our one of deep cleaning service prices start from £16.00 per hour per cleaner, Our regular cleaning price starts from £12.00 per hour per cleaner and this consists of either a weekly clean (minimum 1 hour per visit) or a fortnightly clean (minimum 1 hour per visit).
You can specify the day, date and time for the cleaner to carry out the clean.
If the cleaner can gain access to the property then you do not have to be present. You may decide to leave a key with the neighbour or are able to provide us with an entry code in which case, please let us know at the time of booking so the information can be passed on to the cleaners. Failed entry by the cleaner will result in a 25% charge for the cleaner to return. No refund will be offered for a failed entry.
Any complaints should be raised with Whitestone Cleaning as soon as reasonably possible and in any case within 24 hours and we will immediately instigate a full investigation. All complaints should be made in writing via email to: info@whitestonecleaning.co.uk. Please include your invoice number in the subject field.
We accept payments by bank transfer or you can arrange a regular standing order. Cheque payments can be made but must be cleared before cleaning takes place which can take up to 7 working days to clear from receipt of cheque. All payments must be made in advance of services commencing. Cheques should be made payable to ‘Whitestone Cleaning’.
We can usually help at short notice, please contact us on 0116 218 3339 or email info@whitestonecleaning.co.uk to discuss your needs.
Each team has been recruited for their enthusiasm and professionalism and trained to clean your home or business to the very highest of standards and processes. The teams are identifiable by their Whitestone Cleaning identity cards which they are required to show the client upon arrival. For health and safety reasons, we do not allow our operatives to have their cards or any jewellery on show during the clean to avoid injury and/ or damage to the client’s property.
Our cleaning teams will undertake residential, commercial and industrial premises for one-off and regular cleans. Please speak to our sales team regarding your specific requirement and they will advise accordingly. Alternatively, please visit our website for full information, www.whitestonecleaning.co.uk or call us on 0116 218 3339.
Please look at the reviews on our website for previous client’s feedback. We also ask for a job sheet to be signed after the end of the clean. We will return the cleaner(s) on the same day to rectify any part of the clean with which the Client is unhappy with. Your satisfaction and happiness with our service is our priority.
Replacement cleaner is Guaranteed and will be organised as per your request.
If you are not entirely satisfied with the cleaning performance please let us know via phone call or email. Your concerns will be discussed and a solution will be offered.
We operate in many parts of the UK and have teams in many areas. We are constantly growing as a business and improving our processes. Please call the sales team for availability.
All employees are DBS checked when starting with Whitestone Cleaning. We also speak to their previous employers and ensure they have the right skills to do the job. We also ensure they have the right to work in the UK.
Each team member is thoroughly trained in:
- Personal safety and security for staff
- Safety and security for clients and their property
- Standards and behaviour at work
- Customer service and customer care
- Risk assessment / method statements undertaken as necessary
- Confidentiality expectations
- Whitestone Cleaning & Customer Service methods
Each candidate is interviewed in person. We would like to ensure the suitability of the candidate. In addition to that we require cleaners to provide us with proof of ID, Proof of address, references from previous employers and have a background and criminal check carried out prior to commencing employment with Whitestone Cleaning.
Yes, we can provide references from our customers. Please visit https://www.whitestonecleaning.co.uk to read reviews. We are also working to implement individual cleaning operative reviews on our website and on a smart phone application in the near future.
You should bare a few restrictions in mind. The cleaner will not perform any deep or specialised cleaning on any antique, delicate or valuable items. Windows will only be cleaned from the inside of the property or at a low level if safe elevation equipment is provided by the client so please ensure exterior glass of the window can be accessed safely for the cleaner to complete this task or safe equipment is provided. Our cleaners will only work at a safe height using equipment in safe working order such as ladder which you will have to provide unless arrangements have been made at the time of your booking. Please speak to the customer support staff and they will be happy to answer any questions. Is Laundry part of your services?
Laundry services are excluded from our standard task list, but the cleaning operative will happily take the clothes out of the washing machine, iron and fold them. Our operatives cannot handle expensive or rare items of clothing, jewellery or fabrics so we would strongly ask our client to avoid asking the operative to iron or handle valuable or expensive clothing, jewellery or fabrics.
We accept the following payment methods;
- Online Card Payment
- Over the phone with your card details
- Via Payment Link (which we can send this to you upon request)
- Cheque (payable to ‘Whitestone Cleaning’)
- Bank Transfer / BACS (we can provide this to you upon request)
- Standing Orders or Direct Debits (primarily for regular cleans)