Frequently Asked Questions

• 1. What cleaning services do you offer?
  • Our cleaning service is very flexible and tailored to your requirements. We offer cleaning services such as laundry, ironing, kitchen, bathroom and WC cleaning, dusting, vacuuming, upholstery and much more.

  2. How do you select your cleaning staff?

  • All our cleaning staffs are carefully selected and must meet our pre-requisites such as:

    PROOF OF IDENTIFICATION: Our Human Resources team will carefully check all documents, including passport, driver's licence and Home Office papers, if necessary for authenticity.

    PROOF OF ADDRESS: We request cleaners to provide a passport/driver's licence, two utility bills or a recent bank statement.

    REFERENCES: We require minimum 2 reference which are carefully checked by our HR team to ensure they are genuine.

    WORK PERMIT: We ensure that our company only employs cleaners who are legally allowed to work in the UK. Again, all documents such as work permits, National Insurance details and registration documents are all carefully checked.

    NEXT OF KIN: We ask all our cleaners to provide contact details of their family or partner.

  3. Do the cleaners speak or understand English?

  • All our cleaners can understand and communicate in English. English assessment is given to all our cleaners, which they are required to pass before we recruit them to join our team.

  4. Are your cleaners trained?

  • All our cleaners receive a general Health and Safety induction and training on cleaning techniques and materials. We provide ongoing training to all our staff to ensure that cleaning practices are being adhered to. Our staff are regularly monitored and reviewed by our supervisors.

  5. Are your cleaners insured?

  • All our staff members are covered by our comprehensive Public Liability Cover. Our insurance policy covers: - Accidental or deliberate damage to your property - Treatment risk - Theft - Accidental loss of clients keys - Misuse of clients telephone.

  6. Can we leave our keys with your cleaner?

  • All our cleaners are insured and carefully vetted, and have been trained in safe-key holding, so we can assure you that your keys are safe with our staff.

    We recommend that you leave a set of keys with your cleaner if it is possible. This is to ensure that your property can be cleaned while you are away, so that you do not have to wait till your cleaner arrives or wait till your cleaner finishes work to lock your premises.

  7. Will I get the same cleaner at each visit?

  • Yes. Once we have matched you with a suitable Maid of London cleaner, they will be assigned exclusively to your premises. If for any reason you are not satisfied with your cleaner, we will be happy to assign another cleaner to you.

  8. What happens if I am not happy with my cleaner?

  • If you are unsatisfied with your cleaner or the quality of their work, please inform us as soon as possible. We will immediately deal with your concern and look into replacing your cleaner. We assure you that all feedback provided to us will be dealt with confidentially and in the most appropriate manner.

  9. Do you provide replacement if my cleaner goes on a holiday or becomes ill?

  • Yes. If for any reason your designated cleaner is unable to attend or is away on holiday, we will provide you with a fully briefed replacement cleaner who will continue the regular cleaning service at your premises. We will always inform you beforehand if your regular cleaner is unable to attend so you can expect a replacement to ensure your cleaning is never delayed.

  10. Are there any extra charges I have to pay - agency fee, transport, etc?
  • We do not charge you any extra fees. You simply pay for the work/hours you require!

  11. What methods of payment do you accept?

  • We issue monthly invoices to all our regular clients. Payment options include: - Recurring Payment via Credit/Debit card (similar to direct debit service) - Monthly advance payments via online/bank transfer - Telephone payments (calling our office and making a card payment with our accounts team. We accept most credit and debit cards).

  12. What is a Recurring Payment Authorization?
  • A Recurring Payment is where payment for your Maid of London services is automatically deducted from your chosen debit or credit card each month by our accounts team.
  13. What are the benefits of the Recurring Payment service?
  • There are a number of benefits: - No cheques - No postage - No paperwork - Prevents lost or late payments - We can provide you with a receipt of payment made by your card for your records

  14. What happens if my credit or debit card account was charged twice?

  • In the unlikely event of your card being charged twice, we will immediately refund you the amount. However, should your card fail, we will notify you in the first instance and request for an alternative card that we can use to process the payment.

  15. How do you monitor and maintain you cleaning standards?

  • We assign our supervisors to carry out spot checks on our clients premises whilst cleaners are working. Each cleaner is evaluated on the spot and then given feedback accordingly.

    Our supervisor keeps in regular contact with all our clients and encourages feedback from them to ensure they are completely satisfied with their cleaning.

    This enables us to identify any concerns you may have and quickly ensure these are looked into so they are not repeated.