FAQ’s

Q?
How do I proceed with engaging your services?
A.

To make an appointment at a time suitable to you Mike can visit your home and discuss your individual requirements so please telephone on (07576) 131473 or send us a message using the contact us form (please note occasionally your call may be diverted to our Head Office in Northampton). This consultation usually takes approximately 20-30 minutes.

Q?
You mentioned that Belle Casa provides ADDED VALUE, what does that mean?
A.

Your 1st Benefit: We are very proud of the extra benefits we provide our clients with. We appreciate hours can be long, and client’s sometime require flexibility when they have family over or need a mini spring clean, or have internal house works. That’s why if you want an extra couple of hours on an ad hoc basis, this can be arranged directly with the dedicated cleaning lady, and you can have this free of any extra fees! Which other cleaning companies offer this?

Your 2nd Benefit: We also provide a 30 day no quibble money back guarantee on any management fees paid if we do not meet your expectations (in truth we can offer this as it very rarely happens). How many other cleaning companies offer this?

Your 3rd Benefit: We also know that sometimes clients want their first clean to be a mini ‘spring clean’. No problem, we can arrange that for you, and yes, you only pay the fees based on your normal hours. For example, you require a 3 hour clean every week, but require the first clean to be 5 hours. That’s fine, those extra 2 hours are free of fees! Again, as far as we are aware, no one else offers this!

Q?
Free First Clean – Limited Special Offer
A.

Please note that free clean applies to the first 3 hours only and the 30 day money back guarantee will not apply. The offer may be withdrawn without notice.

Q?
What is your “No Quibble” 30 Day 100% Satisfaction Guarantee?
A.

If you are unhappy in any way with the management of the service to you and you wish to cancel within 30 days of signing the agreement, then you will receive a Full refund of the management fees. Providing the Standing Order Mandate is completed at the same time as the Agency Agreement form (effective from 01/02/2011 and applies to the first 30 days only).

Q?
Are your housekeepers insured?
A.

All our housekeepers are covered for public liability and personal injury insurance.

Q?
Will I have the same dedicated cleaner each week?
A.

Yes we believe that it provides consistency for both the client and the housekeeper. The cleaning lady will become accustomed to your individual requirements and bug bears. The housekeeper will provide you with their personal contact number so that you can communicate direct on any week to week matters. A large amount of our cleaners are still with us, some 5 years on.

Q?
What cleaning tasks are covered?
A.

Our housekeepers are insured to cover any housework you require within your home. This can be anything from ironing, dishwashing, washing, bathrooms, kitchens, bedrooms, hovering, dusting, ‘mopping wood and stone or slate floors, ornament care, lobby, study, conservatory, leather furniture, home offices and other cleaning tasks which do not require specialist equipment or machinery. Please be aware that we are not insured for any work required outside of the home.

Q?
How do you select your cleaners?
A.

Very carefully and very thoroughly! The majority of our housekeepers come via word of mouth. All potential housekeepers are interviewed in their own homes and references are obtained and followed up prior to any allocation of work. The whole process usually lasts about 2 weeks. Only when we are 100% satisfied are the cleaning ladies entered onto our database and ultimately begin working for us. We genuinely believe the process we put in place is the best anywhere because we are very selective.

Q?
What happens if my housekeeper is ill?
A.

We will endeavour to find you a replacement housekeeper. The Company has a pool of ‘floating housekeepers’ who are on call to cover events such as sickness, car breakdown, and other unexpected problems. A quick telephone call to the office will usually rectify this situation. However, typically the dedicated cleaning lady would contact the client directly and re-arrange a convenient time or day.

Q?
How long will it take to allocate my dedicated cleaner?
A.

Usually between 3 and 10 working days depending upon your area and our workloads.

Q?
Does the service continue if my housekeeper goes on holiday?
A.

Yes, as similar to car insurance, the management fee covers the insurance which cannot be stopped once in progress, but of course, should you require ‘holiday cover’ then we can arrange this for you.

Q?
Do you provide an ironing service?
A.

Yes. A broad rule of thumb is 5 shirts takes about 30 mins.

Q?
What is the minimum service that you provide?
A.

Two hours weekly or four hours fortnightly, whichever suits your circumstances. We find that typically clients utilise us for 3 hour weekly cleans which also encompass half an hour of ironing. That said, we do have some clients who prefer 10+ hours per week, so we are able to cater for each clients specific requirements. (subject to a minimum of 2 hours per week).

Q?
How much notice will I need to give should I need to cancel the service at some point in the future, and is there a minimum length of time I must agree to at outset?
A.

One month notice will be required in writing – and to the second part, yes, but this is only three months.

Q?
Why do I have to pay the quarterly fee in advance and what is it for?
A.

As with most service providers a cost is payable in advance, e.g. BT charge the line rental in advance. Belle Casa purchases insurances and organises the services in advance. We only bring on a small minority of cleaning ladies that have applied to join us. You may be interested to know that a good deal of our cleaners have been with us for several years (that’s practically pensionable in the cleaning world!). We also run our office with experienced and dedicated customer service co-ordinators who like to build up a nice rapport with clients and cleaners alike.

Q?
Is the standing order payment taken immediately?
A.

No, we assure you that this is only taken once you have met with the housekeeper and had your first clean.

Q?
What if I have a problem with the housekeeper allocated to me, once started?
A.

This is unlikely. We do always kindly ask clients to allow the housekeeper the first 2 or so cleans until she understands the flow of the house and work to maximum efficiency. Experience shows us that a client and their dedicated cleaning lady usually like to discuss any unlikely problem or simple week to week logistics directly. However, if a client or housekeeper feels unable to approach one another, then call us and we can help.

Q?
What type of dedicated cleaner can I expect?
A.

In the simplest form, an experienced cleaning lady who, importantly, has her own responsibilities. We have no shortage of cleaners wanting to come onto our books, however, there are many occasions when, as part of our 3 step vetting process, we decide not to utilise cleaners as we simply don’t think they meet our high standards. As mentioned, we are only interested in bringing on and retaining the best we can source in your area.

Q?
Whose equipment and products are used?
A.

Our housekeepers use the equipment and products provided by the client. In a survey carried out by Belle Casa it showed that over 90% of clients preferred this. It not only keeps down the cost to the client but also ensures that our housekeepers use the products that you have found best suit your floors / work surfaces or perhaps it is purely down to the smell that you prefer in your home. It also ensures that animal hair or dirt is not transferred between homes when using the same vacuum cleaner.

Q?
Can I have a “One-Off” clean?
A.

Unfortunately we do not provide this service any more.

Q?
Moving from London?
A.

Welcome! Many of our clients have recently moved here. I am confident we will match or surpass your expectations, so you’ll have a nice clean home to look forward to after the commute.

Q?
What if I have a different question?
A.

Please call us direct on our office number and one of our team will be more than happy to help. Alternatively please call us for a 20-30 minute appointment with Mike on (07576) 131473.