Frequently Asked Questions

What time do you arrive on site?

We have a completely flexible approach and will attend your premises at the time that suits your use of the site. This can be early mornings, before any of your staff arrive, during the day, or in the evening after everyone has left for the day.

Are you fully insured?

We have comprehensive insurance cover which, amongst other things, covers Public Liability for £10,000,000 and employer’s liability for £10,000,000. We also have cover for loss of keys.

How often do you clean a site?

Our service is tailored entirely to your requirements. We have a very broad mix of clients and for some, we will only attend once or twice per week. For other larger clients, we will have many cleaners on site at least five days per week. We build our service around what you need.

Do you have high staff turnover?

No. Due to the way in which we train, remunerate and manage our staff, we have very high retention rates. We still have some team members who joined us when the company started in 1988.

Will we always have the same cleaner?

Yes, as far as is practical. We always try to maintain continuity by using the same staff on a client’s contract. This helps to build extensive knowledge of the site, a healthy relationship and trust between the cleaning team and the client, and leads to increased security for our customers.

Do your staff receive training?

Yes. All managers and supervisors receive comprehensive training to enable them to manage the sites under their supervision in line with Total Clean’s guidelines and required standards. Each of our cleaning operatives receives comprehensive in-house and in-situ training in all areas required for them to skilfully perform their duties. All Health and Safety issues and key company policies are covered in their initial training and induction.

Are all your staff vetted?

Yes. As part of our rigorous recruitment process, following interview, we obtain a previous employer’s reference and required proof of address and entitlement to work in the UK. We also require a copy of their passport and driving licence for our records. Where required, staff will also be DBS checked, to ensure additional security for our clients.

How do we pay you?

Commercial customers are invoiced per calendar month and are given 30 day terms from invoice date.

Do you supply everything required?

Yes. Generally, we supply all the labour, equipment, machinery and materials required to carry out all our cleaning tasks within the agreed price. Additionally, we regularly supply consumables such as toilet rolls, hand towels, refuse sacks, bin liners etc., which would be invoiced at the end of each calendar month.

What are your hourly rates?

We believe our prices are very competitive, but do not publish a fixed hourly rate. All jobs are priced according to the service required, whether it be a domestic or commercial service, a builders clean or a one-off deep clean. A number of variables will impact the final calculation of the rate such as equipment and materials.

Will the changeover to Total Clean be smooth?

Of course. We have nearly 30 years’ experience in dealing with new office cleaning contracts, which allows us to be thorough with planning and client liaison in order to make the changeover a seamless process. We will also deal with all appropriate legislation, so the only difference you will notice is the planned improvement in service and standards.

Can you provide references?

Yes. Once you have received the formal quotation from us and are serious about going ahead, we will be happy to provide you with customer references to help you finalise your decision. We also have many testimonials from our existing customers on our website.

Can you unlock/lock and alarm the building?

Yes. This is a regular service offered to all our clients, large or small. This enables us to carry out our cleaning service outside normal working hours, thus minimising disruption to your staff.

Are we issued a cleaning contract?

Yes. Contracts are signed before going ahead with any work, along with the opening of your Total Clean account.

Can we contact you outside office hours in case of an emergency?

Yes. Part of your contract will include access to Total Clean’s hotline number so that we can help you with any emergencies that may arise – 24 hours a day, 365 days a year.