Frequently Asked Questions

 

Q. Will I have the same cleaner come to my house every time?

A. Yes! With the exception of holidays when we’ll have to send a substitute cleaner to you; otherwise you’ll ALWAYS get the same cleaner or cleaners.

Q. How many cleaners will come to clean my home?

A. Usually one or two, as we have found that most customers prefer this. But if you’d like three or even four, that’s not a problem.

Q. Will my cleaning be done on the same day and at the same time every time you come to my home?

A. We can usually clean for you on the same day every time we come to you, but we are unable to guarantee a specific time. We do however make every effort to arrive at your premises within an hour of the scheduled time, but again we are unable to guarantee a specific time.

Q. Can you do my ironing for me?

A. Yes.

Q. What areas do you cover?

A. The entire Greater Manchester metropolitan area, including Bolton, Bury, Blackburn, Wigan, Sale, Didsbury, Altrincham, Cheadle and Stockport too!

Q. Do you monitor the quality of the cleaning?

A. Yes, of course we do. We pride ourselves on the quality of our service delivery and our supervisors carry out frequent, unannounced spot-checks.

Q. Do I need to buy any special cleaning materials or equipment?
A. No. We can use your products and equipment but we generally use our own. If you have any special requirements or requests, please tell us.
However it is essential that an electrical supply is available at the property and preferably hot water too.

Q. Is there anything you don’t supply?
A. Yes. We do not carry bleach (for safety reasons) nor do we supply black bin bags. If you require us to use either, please leave these out for our cleaners. We also do not supply oven cleaning products unless you have booked a DEEP clean of your oven and hob... for these we supply everything.

Q. Can you clean my oven?
A. Yes. However you will need to supply the oven cleaning product.

Q. Can you DEEP clean my oven and hob?
A. Yes. In some areas we provide a professional oven and hob cleaning service at an extra cost.

Q. If I have an allergy, can you still clean for me?
A. Yes, of course we can. We have special professional products and equipment to help with most allergy sufferer’s requirements.

Q. Do you clean carpets and upholstery?
A. Yes. We provide a complete carpet and upholstery cleaning service, excluding leather furniture. Please read our carpet and uphostery cleaning disclaimer, to which ALL customers agree when using our service, which can be found here.

Q. How long will it take to Spring Clean my home?
A. We know from our experience that a complete top-to-toe Spring Clean of a fairly well-kept three bedroom house can take up to 10 hours; however, we will advise you of what can realistically be achieved in the hours you choose to book when we visit you at your home to discuss your needs.

Q. Are you insured?
A. Yes, we are fully insured. But Mel’s Cleaning will not be liable for any liability caused by or arising out of or from: Damage to windows, articles of glass, china porcelain, earthenware, stone or other articles of a brittle nature.

Q. Are your cleaners paid the minimum wage?
A. No. ALL our operatives are paid considerably more than the minimum wage. We aim to keep our staff team happy and highly motivated; we believe that paying people the minimum wage is tantamount to robbery!

Q. Do your cleaners all speak English?
A. Yes, of course. We ONLY employ cleaners who speak English.

Q. How long will it take to perform an end-of-tenancy clean?
A. We know from experience that this can be the MOST variable type of cleaning that we do! Every property is different which is why we must inspect it before we can give you an accurate indication of our fees. Here are some recent examples... A complete deep-clean of an extremely filthy nine bedroomed student house can take 30 hours, equally we have cleaned a six bedroom student house in Manchester in under 10 hours. A top-to-toe clean of a small, and VERY dirty studio flat has taken 6 hours. What we can assure you of, is that you'll get a first rate clean as we are used to working closely with commercial landlords and letting agents and we can provide trade references on demand.

Q. Can I check your references?
A. Yes, of course you can. We have built up a very high reputation for both reliability and excellent quality, and many of our existing customers will be more than happy to provide references for us.

Q. Can you clean my home if I have pets?
A. Yes, of course we can. Many customers have dogs or cats and we are VERY experienced in managing your pet whilst we clean your house. We also have specialist vacuum cleaner attachments to deal with stubborn pet hair too.

Q. How do I book one-off cleaning?
A. You will need to call the main office number, 033 33 44 83 84 to make a booking if you wish to confirm the booking, we will require a non-refundable deposit which will be deducted from your final bill for the cleaning.

Q. Do I have to have cleaning every week?
A. No. You can have cleaning when it suits you. That can be weekly, every two weeks, monthly or as-and-when required. 

Q. What hours do you work?
A. We work when you need us. Most of our cleaning takes place between 0830 and 1700, Monday to Friday, but again, we clean when it suits you. Simply call us to discuss your requirements.

Q. What does domestic cleaning cost?
A. Unlike many of our competitors we make this crystal clear, we charge by the hour! And we charge exactly the same rate for ironing as we do for cleaning; this gives you the flexibility of being able to mix and match our services as and when you need them!

Q. How is cleaning priced?
A. This is easy to understand we charge an hourly rate PER CLEANER! This means that if, for example, you book four hours cleaning, this could be one cleaner for four hours or two cleaners for two hours each or four cleaners for an hour each.

Q. How do I book an end of tenancy student clean?
A. You will need to call the main office number, 033 33 44 83 84 to make a booking for someone to visit you and give you an estimation as to the number of cleaner hours you'll need. Please do not leave this to the last minute, as we are often fully booked. If you wish to confirm the booking, we will require a non-refundable deposit which will be deducted from your final bill for the cleaning.

Q. Can you clean the tops of cupboards and windows?
A. Yes, but ONLY when SPECIFICALLY REQUESTED for DEEP CLEANS or END OF TENANCY CLEANS and we MUST use our own ladders in order to comply with the Health & Safety legislation. If you need cleaning at height, this is not a problem but we will need at least 7 days notice so that we can ensure that we have the correct ladders (and trained staff) at your location.

Q. Why do you use customer satisfaction forms for all one-off cleans?
A. This is to ensure that the client is completely satisfied with the cleaning. Clients are required to walkround the entire premises before signing. A signed satisfaction form confirms that we have completed our contractual obligations and will therefore not subsequently consider complaints or claims of any type.

Q. Are your cleaners Police checked?
A. Yes. They either must have a current CRB check or a recent Disclosure Certificate.

Q. How do you know that the cleaners are on time and work the allocated hours?
A. ALL our cleaners must log on and log off at every job. This involves making a free call from your landline to a dedicated 0800 number immediately upon arrival and just before they leave. This data is automatically stored and checked for any discrepancies.

Q. Can you clean my office or shop?
A. Yes, we offer a commercial cleaning service. Please call the office to discuss your needs and to discuss pricing.

Q. What is an after builders and sparkle clean?
A. These are intensive cleaning services generally for contractors or developers of premises when the BUILDING WORKS HAVE FINISHED and THE BUILDERS HAVE LEFT THE SITE. Clients who book this type of cleaning when the builders are still on-site risk paying extra to call us back once the dust has resettled.

Q. If I want cleaning, what do I do next?
A. Call us or email us.

Q. How do I pay?
A. Payment for REGULAR cleaning is either made on the day by cash or in advance either by using online banking or by phoning the office to use your credit or debit card or through our PayPal account. We regret that we no longer accept cheques. We have a strict 'no pay - no cleaning policy'; if you are booked in for a clean and the cleaners are unable to collect a payment on that occasion or you are unable to make an immediate card payment by calling the office or online through PayPal, we regret that they will be unable carry out the cleaning booked for that day. This can easily be avoided by setting up a regular online payment thus ensuring that you never miss a clean. Please be assured that we will make every endeavour to contact you if you have forgotten to leave a payment! Payment for one-off cleaning MUST BE MADE IN CASH when the cleaners arrive or by card payment IN ADVANCE.

Q. Can I read your Terms & Conditions?

A. Yes, simply click here to access these

Q. I want to work for Mel’s Cleaning, what do I do?

A. Please click here to view our current vacancies.

Q. What if I have a problem or complaint?

A. In the unlikely event that we have failed to provide a first-rate service you MUST contact the office immediately. Please do not delay as there is NOTHING we can do if you raise issues later than 24 hours after our operatives have visited your property. We take extreme pride in the quality of our service delivery and take all complaints very seriously and assure you that these will be investigated thoroughly.

telephone01204 238005 for Bolton, Blackburn, Wigan cleaners
telephone0161 850 2140 for Manchester, Cheadle, Sale and Altrincham cleaners
emailemail: info@mels-cleaning.co.uk