See below some of our most frequently asked questions
Is your service guaranteed?
Absolutely!! If you are unsatisfied with your clean, we will look to return to complete the job, or look to offer a refund.
What kind of service can I expect?
We offer a cleaning specification designed to target all areas of your home and which had been put together to suit your particular needs. Our team follow the specification closely, however if you have areas that you wish for additional focus, we just ask that the team are made aware in advance or on arrival, and they will target these areas first, returning back to the specification once complete.
What is the specification?
✔︎ All Rooms: Wipe/Dust/Polish all furniture, fixtures & fittings, skirting boards, light fixtures, ledges, décor, doors. Vacuum/Mop all floors, carpets, rugs and stairs, Tidy up clutter, Remove cobwebs, Clean glass surfaces, Clean interior windows and sills, Empty waste bins
✔︎ Kitchen: Clean all appliance fronts, worktops, sink/taps, Wipe cupboard fronts, table and chairs, Clean Microwave inside and out, you can even add extras (see notes)
✔︎ Bathrooms: Clean showers, baths, sinks and taps inside and out, Scrub and disinfect toilet, Clean, dry and shine all mirrors, chrome and tiles, Wipe cabinet fronts, Clean all shelves & fixtures.
Will I get the same cleaner every time?
Yes you will receive the same cleaner each time (unless unavailable). This way the cleaners gets to know your home and the way that you like it left.
Are your cleaners experienced & insured?
All our team have worked with us for many years receiving many 5 Star reviews on weekly basis. Due to demand we are always sourcing new team members who may have less experience, but these staff receive plenty of support and training to ensure they meet our service standards very quickly. All our cleaners are covered for public liability and personal injury. Breakages and damages are covered too.
How do you select your cleaners?
All of our cleaners go through a thorough interview and trial period before approved for work. References and pre qualifications checks are carried out and checked prior to any allocation of work. Only once we are 100% satisfied do we give a job to a new cleaner. The new team member will then be accompanied for their 2 weeks to provide additional support and on the job training.
Can I pick a set day my cleaner comes?
Yes, you can. We look to allocate a set day for your clean in order to get in to a routine for both you and our team. We may ask you to change your set day to accommodate travel arrangements but you do not have to agree. Our team do not operate over the weekends or bank holidays.
How long will it take to confirm my booking and allocate my cleaner?
Our logistics team operate 7 days a week where typically your cleaner will be allocated and confirmed to you within 24 hours.
What cleaning tasks are covered?
Our cleaners are only directed to carry out work within the home and are not insured for works outside of it. You can read a full cleaning specification above.
What happens if my cleaner doesn't turn up?
We will always look to inform you should our team be running late or unable to attend. We will always look to book in a new date that is convenient for you.
Does the service continue if I go on holiday?
Should you be going away, and wish for the clean to be cancelled for a week for example, all we ask is that you let us know with a minimum of 24 hours in advance. Should you not advise us of you being away and the cleaners attend your home to be denied access, you will continue to be charged.
Will my service continue if my cleaner goes on holiday?
Yes, if you need it to. A lot of our clients are happy not to have a service if their regular cleaner is on holiday. However, we are committed to providing continuity and if you want cover we will pull the stops out to make sure you get it.
How do I get started?
Simply select a clean which is most suitable to your home requirements, and we can have arranged within 24 hours. We do ask for a minimum of 48 hours notice on all request, but sometimes may be able to accommodate sooner.
Can I read your full terms of business?
Yes, you are welcome to read our terms of business here.
Can I request certain areas to be cleaned?
Yes, you are more than welcome to advise us that you would like certain areas of your home paid extra attention. Our team will target these areas first before following the cleaning specification with the remainder of their allocated cleaning time.
Do I need to be home to let the cleaners in?
No, as long as there is another way that access can be provided, you do not need to be home to let the cleaners in. We only ask that you provide us with the correct information for the cleaners to gain access, and that the concierge (if applicable) are made aware of the arrangement.
What time does the team arrive?
Due to the volume of cleans being managed by the team each day, it is difficult for us to provide you with a specific arrival time. We will always advise that our team will arrive between 08:00 - 16:00.
How long will the team be at my property?
The length of time that the team will be carrying out the service at you home is completely dependent on the size, and number of bedrooms/bathrooms that you have. The team will alway be at your home for a minimum of 2 hours.
Can I request extras?
Yes, there is an option to request extra services not included in the standard specification within the order steps.
Do the team change my bed sheets?
The team are able to change bed sheets if you have paid for this service as an extra or wish for it to happen within your allocated cleaning time. In order for this service to be carried out, clean bed linen MUST be laid out for the team.
Can the team put a wash on for me or hang out my washing?
Yes, the team can carry out this service if clear instructions are provided. The team are not liable for any damage of items in the result of carrying out this request. This service will be carried out in the allocated cleaning time.
Can the team clean my dishes?
Yes, the team can clean all dishes. This service will be carried out in your allocated cleaning time.
Can I meet the team in person?
Yes, you are more than welcome to meet the team in person. If you would like to make this arrangement, please contact support@pinglocker.com.
How many cleaners attend my property?
You will be dedicated one cleaner to attend your property. This would be the same cleaners each time unless requested otherwise.
What happens if I forget to provide access?
If the team are unable to gain access to your property, we will attempt to contact you to see if you are able to help. Should you not be contactable within 30 minutes from the moment that the team arrive, you will be charged for the clean.
How long will the team wait if they cannot contact me?
The team are advised to wait for 30 minutes while we attempt to contact you to gain access to your home.
What if my cleaners do not turn up?
Should the cleaners not attend your home on your allocated date, we will attempt to inform you in advance. We will then look to make new arrangements with you to carry out the clean at a time that suits you best. If you wish to cancel the service, you are also welcome to do so.
Are your cleaners insured for damages?
Yes, all of our contractors are fully insured to cover any damages uncured during the service .
What do I do if I would like to make a complaint?
In the unfortunate case that you feel the need to make a complaint, we please ask that you do so here. Please provide us with as much information as possible and we will do our upmost to rectify the issue.
If you have a question that's not here on the list above, please feel free to chat to us via the app or send us an email at support@pinglocker.com and we will answer as soon as possible.
Absolutely!! If you are unsatisfied with your clean, we will look to return to complete the job, or look to offer a refund.
What kind of service can I expect?
We offer a cleaning specification designed to target all areas of your home and which had been put together to suit your particular needs. Our team follow the specification closely, however if you have areas that you wish for additional focus, we just ask that the team are made aware in advance or on arrival, and they will target these areas first, returning back to the specification once complete.
What is the specification?
✔︎ All Rooms: Wipe/Dust/Polish all furniture, fixtures & fittings, skirting boards, light fixtures, ledges, décor, doors. Vacuum/Mop all floors, carpets, rugs and stairs, Tidy up clutter, Remove cobwebs, Clean glass surfaces, Clean interior windows and sills, Empty waste bins
✔︎ Kitchen: Clean all appliance fronts, worktops, sink/taps, Wipe cupboard fronts, table and chairs, Clean Microwave inside and out, you can even add extras (see notes)
✔︎ Bathrooms: Clean showers, baths, sinks and taps inside and out, Scrub and disinfect toilet, Clean, dry and shine all mirrors, chrome and tiles, Wipe cabinet fronts, Clean all shelves & fixtures.
Will I get the same cleaner every time?
Yes you will receive the same cleaner each time (unless unavailable). This way the cleaners gets to know your home and the way that you like it left.
Are your cleaners experienced & insured?
All our team have worked with us for many years receiving many 5 Star reviews on weekly basis. Due to demand we are always sourcing new team members who may have less experience, but these staff receive plenty of support and training to ensure they meet our service standards very quickly. All our cleaners are covered for public liability and personal injury. Breakages and damages are covered too.
How do you select your cleaners?
All of our cleaners go through a thorough interview and trial period before approved for work. References and pre qualifications checks are carried out and checked prior to any allocation of work. Only once we are 100% satisfied do we give a job to a new cleaner. The new team member will then be accompanied for their 2 weeks to provide additional support and on the job training.
Can I pick a set day my cleaner comes?
Yes, you can. We look to allocate a set day for your clean in order to get in to a routine for both you and our team. We may ask you to change your set day to accommodate travel arrangements but you do not have to agree. Our team do not operate over the weekends or bank holidays.
How long will it take to confirm my booking and allocate my cleaner?
Our logistics team operate 7 days a week where typically your cleaner will be allocated and confirmed to you within 24 hours.
What cleaning tasks are covered?
Our cleaners are only directed to carry out work within the home and are not insured for works outside of it. You can read a full cleaning specification above.
What happens if my cleaner doesn't turn up?
We will always look to inform you should our team be running late or unable to attend. We will always look to book in a new date that is convenient for you.
Does the service continue if I go on holiday?
Should you be going away, and wish for the clean to be cancelled for a week for example, all we ask is that you let us know with a minimum of 24 hours in advance. Should you not advise us of you being away and the cleaners attend your home to be denied access, you will continue to be charged.
Will my service continue if my cleaner goes on holiday?
Yes, if you need it to. A lot of our clients are happy not to have a service if their regular cleaner is on holiday. However, we are committed to providing continuity and if you want cover we will pull the stops out to make sure you get it.
How do I get started?
Simply select a clean which is most suitable to your home requirements, and we can have arranged within 24 hours. We do ask for a minimum of 48 hours notice on all request, but sometimes may be able to accommodate sooner.
Can I read your full terms of business?
Yes, you are welcome to read our terms of business here.
Can I request certain areas to be cleaned?
Yes, you are more than welcome to advise us that you would like certain areas of your home paid extra attention. Our team will target these areas first before following the cleaning specification with the remainder of their allocated cleaning time.
Do I need to be home to let the cleaners in?
No, as long as there is another way that access can be provided, you do not need to be home to let the cleaners in. We only ask that you provide us with the correct information for the cleaners to gain access, and that the concierge (if applicable) are made aware of the arrangement.
What time does the team arrive?
Due to the volume of cleans being managed by the team each day, it is difficult for us to provide you with a specific arrival time. We will always advise that our team will arrive between 08:00 - 16:00.
How long will the team be at my property?
The length of time that the team will be carrying out the service at you home is completely dependent on the size, and number of bedrooms/bathrooms that you have. The team will alway be at your home for a minimum of 2 hours.
Can I request extras?
Yes, there is an option to request extra services not included in the standard specification within the order steps.
Do the team change my bed sheets?
The team are able to change bed sheets if you have paid for this service as an extra or wish for it to happen within your allocated cleaning time. In order for this service to be carried out, clean bed linen MUST be laid out for the team.
Can the team put a wash on for me or hang out my washing?
Yes, the team can carry out this service if clear instructions are provided. The team are not liable for any damage of items in the result of carrying out this request. This service will be carried out in the allocated cleaning time.
Can the team clean my dishes?
Yes, the team can clean all dishes. This service will be carried out in your allocated cleaning time.
Can I meet the team in person?
Yes, you are more than welcome to meet the team in person. If you would like to make this arrangement, please contact support@pinglocker.com.
How many cleaners attend my property?
You will be dedicated one cleaner to attend your property. This would be the same cleaners each time unless requested otherwise.
What happens if I forget to provide access?
If the team are unable to gain access to your property, we will attempt to contact you to see if you are able to help. Should you not be contactable within 30 minutes from the moment that the team arrive, you will be charged for the clean.
How long will the team wait if they cannot contact me?
The team are advised to wait for 30 minutes while we attempt to contact you to gain access to your home.
What if my cleaners do not turn up?
Should the cleaners not attend your home on your allocated date, we will attempt to inform you in advance. We will then look to make new arrangements with you to carry out the clean at a time that suits you best. If you wish to cancel the service, you are also welcome to do so.
Are your cleaners insured for damages?
Yes, all of our contractors are fully insured to cover any damages uncured during the service .
What do I do if I would like to make a complaint?
In the unfortunate case that you feel the need to make a complaint, we please ask that you do so here. Please provide us with as much information as possible and we will do our upmost to rectify the issue.
If you have a question that's not here on the list above, please feel free to chat to us via the app or send us an email at support@pinglocker.com and we will answer as soon as possible.
