Spic and Span

Frequently Asked Questions

FAQ

We cover South London, Southwest London, West London, North London, Northwest London, East London, Central London.

Spic and Span is an online booking platform for experienced home cleaners. Each cleaner is interviewed in-person, background-checked and English speaking.

We provide online booking and payment. We have a dedicated online member login area for all Spic and Span customers, so you can easily book new visits, reschedule existing visits, edit your cleaning preferences, send notes, add extras like cleaning products, oven cleaning, indoor windows.

General Questions

How do I book?

If you are a new customer, all you need to do is complete our online booking form where you can customise your clean and choose a time and day that suits you! You can book a one-off clean or a regular daily, weekly/fortnightly visit with the same cleaner.

If you are an existing customer, you can book new visits, add extras, sent notes or ask any questions via your online member’s account.

Can I reschedule or cancel my clean?

Yes! You can reschedule, skip or cancel any clean in your member account at least 24 hours prior to visiting without incurring any charge.

If you need to cancel or reschedule a clean after this cut-off time, or if your cleaner arrives and is unable to gain entry or start the clean, you will be charged the full price of the clean.

How does payment work?

At Spic and Span payment is taken from the card you provide during booking. Payment is taken only on the day of your clean, and then we will pay your cleaner for you.

All payments are processed via our secure payment system, Stripe, where your card details are encrypted for security purposes. As such, we will be unable to let you know the card you have provided, however, you can update your payment details at any time via your member account.

Are there any commitments or contract?

NO lengthy contracts. When you book a cleaner you sign up a  flexible agreement that can be cancelled at any time. All we need is two weeks notice. If you want to terminate the contract without notice there is a £60 penalty charge.

Do I have to be home for my cleaning?

If you book in for a regular visit, you can give them a spare key on your first cleaning visit. Alternatively, you can leave your keys somewhere safe, with a concierge or in a key safe. Just let us know where the keys will be when you book.

If you book in for a single visit, you will need to be home to let your cleaner in, but you can ask them to shut the door behind them when they leave, or lock the door and post the keys back through your letterbox if needed.

What extra services will my housekeeper provide?

As well as a regular home cleaning service, your cleaner will also be able to provide the following services:

  • Ironing
  • Laundry
  • Indoor Window Cleaning
  • Oven Cleaning
  • Fridge Cleaning

 

You can either add these services on to all visits or when required.

Can I book in ad-hoc?

Yes, you can book an ad-hoc service as a separate cleaning service.

Can I book a regular monthly clean with the same cleaner?

No. You can schedule a regular visit with the same cleaner every fortnight, weekly, or more than weekly. If you would like to schedule a monthly visit, you can do this by booking a one-off visit every month. You can request the same cleaner for every visit, but we cannot guarantee their availability. If you would like the same cleaner for every visit, you should book a weekly or fortnightly visit.

Is my housekeeper okay with pets?

All cleaners are comfortable working with pets in the home. You are also able to add instructions for your cleaner via your members account regarding your pets, such as making sure all windows and doors are kept closed, or letting your housekeeper know that your dog is scared of the hover.

Please note: Your cleaner cannot feed, clean, walk or care for your pet.

Leaving children with your cleaner?

Under no circumstances, you should leave your children with your cleaner. Cleaners are not responsible for children; they are coming to clean your house only.

Can housekeepers provide vacuums or mops?

Yes, ONLY if you book a one off cleaning or end of tenancy cleaning otherwise they DON’T provide anything.

Can I recommend the cleaner to my friends and family?

We advise you to recommend Spic and Span and ask them to write down your details so we can reward you.

How do I submit a complaint?

After your cleaners visit you will receive a rating email, where you can give your housekeeper a star rating out of 5. If you rate 3* or less, we will ask you to leave some comments on what went wrong. If you would like credit or a refund on your clean, please take some pictures and send these with your rating. Our support team will be in touch once they’ve reviewed your comments.

If you would like a different Housekeeper on your next visit, just let our support team know when they get in contact.

Please note that all complaints must be submitted within 24 hours of the clean being completed and that we are not able to offer credit or a refund without a photographic record of the clean.

How does insurance work?

In the unlikely event that your cleaner causes any damage/breakage in your home, you need to inform us within 24 hours of your cleaners visit for us to be able to help.

Your Housekeeper is a self-employed contractor and they have their own insurance to cover such incidents.

Please provide proof of damage, including photos & full details of the damage/breakage. We will then liaise with your cleaner on your behalf (or can pass on their contact details if preferred), to confirm whether they are responsible for the breakage and if so, ask them to cover the cost.

Please note that your cleaner would not cover the cost of general wear and tear caused by normal cleaning.

If you are unable to reach a resolution with your cleaner, we recommend that you contact your home insurer to see if you can claim them.

Our insurance policy is there to cover extreme cases such as fire or serious injury but does not cover damage or breakage. Please note you will be required to pay a minimum excess of £250 for claims under this policy. For full details please see our terms and conditions.

How does insurance work?

In the unlikely event that your cleaner causes any damage/breakage in your home, you need to inform us within 24 hours of your cleaners visit for us to be able to help.

Your Housekeeper is a self-employed contractor and they have their own insurance to cover such incidents.

Please provide proof of damage, including photos & full details of the damage/breakage. We will then liaise with your cleaner on your behalf (or can pass on their contact details if preferred), to confirm whether they are responsible for the breakage and if so, ask them to cover the cost.

Please note that your cleaner would not cover the cost of general wear and tear caused by normal cleaning.

If you are unable to reach a resolution with your cleaner, we recommend that you contact your home insurer to see if you can claim them.

Our insurance policy is there to cover extreme cases such as fire or serious injury but does not cover damage or breakage. Please note you will be required to pay a minimum excess of £250 for claims under this policy. For full details please see our terms and conditions.

What are your customer service hours?

Our customer service team is available Monday to Friday, 9 am to 5 pm.  Simply get in touch via the Contact page or your online account.

What happens to my spare keys when my cleaner goes on holiday?

When your cleaner picks up your spare keys, we provide them with a unique code to tag your keys with and ensure they have removed any other identification about you or your property. If your cleaner goes on a long holiday, we ask them to bring your spare keys to our office for safe-keeping.

When your regular, key-holding cleaner is away on holiday, you can organise a cover and key transfers. If your cleaner is sick or unable to attend a scheduled visit, you would need to provide access to the cover cleaner as a key transfer on short notice is not available

Can I give my housekeeper cleaning instructions?

Every home is different, so we capture your specific cleaning requirements during booking. Your requirements are then saved in your account, so you can rest assured your cleaner knows exactly how you want your home cleaned. You can add/edit/delete this information at any time via your member’s account. Please make any changes at least 48 hours before your next visit, so your cleaner has a chance to read them!

You can give instructions to your cleaner via your member account. These instructions will be transferred directly to your cleaner’s account. This way, your cleaner can access your cleaning instructions before and during your cleaning visit.

What is included in a standard clean?

You can add any specific cleaning requirements to our standard clean during booking. You can add/edit/delete this information at any time via your member account. Please make any changes at least 48 hours before your next visit, so your cleaner has a chance to read them!

Will my housekeeper wash up dishes?

Your cleaner will clean up any dishes left over from breakfast and wash them or load the dishwasher for you. They will also put away any clean dishes away for you.

Large amounts of washing up can fit into your cleaner cleaning time. If you would prefer your cleaner prioritise the washing up over other cleaning tasks, please add this as a cleaning instruction via your member account. Please note this may mean your cleaner cannot clean all the rooms in your house, so you can increase your visit time to account for this, if available.

What services can my Housekeeper not provide?

We expect customers to provide a safe environment for cleaners. For health and safety, your cleaner should not be expected to:

  • Lift heavy items
  • Clean surfaces outside of the normal reach
  • Clean exterior windows, garages and patios
  • Clean heavily soiled areas, including animal litter
  • Undertake gardening or landscaping work
  • Climb

Will I always have the same cleaner?

When you book in for a regular service, we aim to send the same cleaner every time. As we assign local cleaners to specific local areas, you will usually have the same cleaner every time, unless of course your cleaner changes their area or leaves the platform. We can send a replacement cleaner to you if your cleaner is away on holiday, however, we cannot guarantee coverage for last-minute absence.

If you book in for a one-off, we, unfortunately, cannot guarantee that the same Cleaner will be available for your visit. Furthermore, if you suspend your member account or skip your visits for a period of 4 weeks or more, we cannot guarantee the same cleaner upon your return to the service.

Can I use my cleaner for private task?

It’s against our T&C to arrange any other services, offer jobs or use your cleaner for any other activities from what you have signed up for with us!

Does my cleaner arrive at the exact time I book?

Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be contacted to let you know.

Will Spic and Span cover last minute absence?

If we are notified on the day of your visit by your cleaner that they are unable to clean your home, we will skip that visit for you or reschedule that visit or arrange a replacement cleaner.

What cleaning products do I need to provide for my cleaner?

All customers need to provide a mop, toilet brush and vacuum cleaner (plus an iron & board if ironing is required).

Recommended cleaning products:

  • Bathroom cleaner
  • Bin bags
  • Duster
  • Floor cleaner
  • Glass cleaner
  • Kitchen cleaner
  • Laundry detergent
  • Limescale remover
  • Microfiber cloths (washed in between visits)
  • Rubber gloves
  • Sponges
  • Toilet cleaner
  • Vacuum bags (if required)
  • Washing-up liquid

Do you clean Airbnb properties?

We have lots of Airbnb landlords who use Spic and Span to book one-off cleans between rentals or regular cleans for long-term guests.

We do not guarantee the same cleaner if you are not flexible on times and days.

You may need to book days/weeks in advance to get clean at the time and day you want

We need somebody to provide access to the property, or a key safe/concierge/neighbour that can hold your keys – your cleaner cannot hold your keys unless you book a regular visit.

You can leave special instructions for your cleaner via your member account, but we wouldn’t recommend going beyond standard cleaning tasks – please don’t ask your cleaner to top-up supplies, act as a host or provide damage or inventory reports – they do not offer these services.

Can you provide commercial cleaners?

In addition to homes, we can provide office, shop and commercial cleaners. You can choose daily office cleaning in the morning, afternoon and evening. For more info please visit www.spicandspancleaners.com

What is the latest booking time for urgent cleans?

We can certainly help out with last minute or urgent cleans – you can book a cleaner for the next day until 5 pm the day before. Subject to availability.

When you go to book, you’ll see the real-time, live availability of your local Housekeepers so will be able to book a date and time slot to suit you!

Can my cleaner clean my granite/marble/hardwood surfaces?

If you have any surfaces that require specific cleaning products or techniques such as marble, granite or hardwood, we recommend that you leave detailed instructions for cleaning these surfaces and provide any required products. We do not provide specialist cleaning products.

How do I join your team?

We’re always looking for new cleaners, so if you’re experienced in home cleaning and you’re looking for flexible home cleaning work that’s close to home, please fill out our online application form.