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 What information do I need to provide when I first contact you?
How much does your service cost?
How do I pay you?
How often will you visit?
Can I book a cleaner at short notice?
Who will you send to clean?
How do I know your cleaners are trustworthy?
What training are the cleaners given?
Will you send the same cleaners each time?
Will your cleaners arrive at the same time each week?
Do I need to be in when your cleaners are due to arrive?
Will the cleaners want refreshments while they work?
What standards am I to expect?
Do I need to leave instructions for the cleaners each week?
Do you use my cleaning equipment?
Am I insured for damage to my property?
How do you know my house keys are secure?
What happens if I go on holiday or need to cancel a clean?
How should I complain?
What do you do with my personal information?
What information do I need to provide when I first contact you?
Initially, we will only need your name, address and contact telephone number, but we will also ask you some questions to help us understand your needs a little better. Once we have some basic details we will arrange an appointment to view your home, carry out an in depth survey of your needs and provide you with a quotation.
If you are unavailable during the working day, we can make evening and weekend appointments or can provide you with an indicative quote over the phone. However, if we have not seen your home prior to visiting to clean we would always reserve the right to amend the quoted price if the property is not as described.
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How much does your service cost?
Each quote is tailored to your home and how you use it and because we offer additional services, no quote will be the same. However, where possible we will provide you with a price on our first visit, and you can choose to accept that price there and then, or take some time to make a decision. There is no obligation and no pressure.
We do have minimum charges:
£40 per visit for a regular clean
£125 per visit for a one-off clean
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How do I pay you?
When you book a clean with puremaison, we will take details of either a debit card or credit card. On the day of our visit to your home we will debit your card with the full agreed amount, or if the service is incomplete a service charge will be debited in line with our cancellation policy. We will always provide you with an invoice for your records. For regular cleans we would ask you to complete a Recurring Transaction Authority which complies with the HSBC card processing procedure.
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How often will you visit?
We can visit your home regularly and as often as you like, or if you have something special going on, we can provide a one-off visit, either in addition to your regular clean, or just that once.
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Can I book a cleaner at short notice?
We can usually help at short notice, but please call 0845 600 3008 to discuss your needs.
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Who will you send to clean?
All our cleaners are directly employed by puremaison. Each of the team has been recruited for their enthusiasm and professionalism, and trained to clean your home to puremaison’s puredetail standards and processes. We will always send you a team of at least two people, and they will be easily identifiable in puremaison uniforms and carrying puremaison identity cards.
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How do I know your cleaners are trustworthy?
At puremaison, we carry out a full pre-employment interview, thoroughly check references and all our team members are subject to a Criminal Records Bureau (CRB) check through the national police database. If you would like to know more about the CRB check please visit www.crb.gov.uk
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What training are the cleaners given?
Each puremaison team member is thoroughly trained in:
- Personal safety and security for staff
- Safety and security for clients and their property
- Health & Safety at work and COSHH legal requirements
- Standards and behaviour at work
- Customer service and customer care
- Puredetail the puremaison cleaning method
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Will you send the same cleaners each time?
Because our cleaners work in pairs, it is likely that you will have one or two regular teams cleaning your home. You may also see other cleaning teams on an occasional basis to provide cover for holidays and training or to help on larger cleans.
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Will your cleaners arrive at the same time each week?
Our cleaning teams are tasked with ensuring that each customer’s home is left to the same standard each time they clean. Therefore, we cannot guarantee how long each clean will take, and as a result, we cannot guarantee what time a team will reach your home. If it is important for you to ensure our cleaning team arrive at your property at a set time we can arrange this for you at an additional charge.
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Do I need to be in when your cleaners are due to arrive?
Because we can hold your house keys, it is not essential that you are available to welcome our clean teams. If you are in when our teams are working, we have trained them to be as discreet as possible and not trouble you in any way.
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Will the cleaners want refreshments while they work?
Our teams will always provide their own refreshments, which they will have in their own time away from your home. However, if the weather is hot or the clean is over three hours then the team may stop for a short break of five minutes or less during the clean time. This should not impact on the quality of your home clean.
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What standards am I to expect?
The puredetail cleaning programme is a comprehensive cleaning method that we have developed to ensure a consistent, detailed and quality clean of your home. On recruitment and throughout their employment our teams are thoroughly trained to our high standards. We provide our teams with the best professional equipment and cleaning products to aid.
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Do I need to leave instructions for the cleaners each week?
Because on our initial visit we spend time with you understanding your needs, it will not be necessary for you to leave notes each week for our clean team. However, it you have something special you would like the clean team to undertake please notify our head office and we will add it to the weekly job sheet.
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Do you use my cleaning equipment?
Our cleaners are provided with all the specialist equipment they need to complete your clean to the highest standards without using any of your equipment or products, and because we use fresh cleaning materials on every visit there is no risk of our clean teams bringing unwanted germs or creepy crawlies into your home.
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Am I insured for damage to my property?
Puremaison is fully insured should damage occur as a result of one of our services. Please refer to our terms and conditions for full details.
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How do you know my house keys are secure?
At puremaison, we treat our client's keys with care. Keys are stored in a key storage cabinet, and are only labelled with a client's reference number and a unique key id, not your name or home address. On your scheduled clean day your keys will be issued to your clean team’s team leader, who will retain responsibility for the keys throughout the day. At the end of the day all keys will be signed back into the head office and returned to the secure cabinet. Keys will never be taken home with a clean team member.
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What happens if I go on holiday or need to cancel a clean?
Ideally, please notify our head office at least 7 days in advance of any changes you would like to make and we will agree to cancel or reschedule your clean. For cancellation less than 3 days in advance the following charging structure applies:
- Less than 24 hours notice 100% service charge
- Less than 72 hours notice 50% service charge
Where access to your property cannot be gained by the puremaison clean team because of your failure to make reasonable arrangements we reserve the right to charge 100% service charge.
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How should I complain?
Any complaints should be raised with puremaison head office as soon as reasonably possible and we will immediately instigate a full investigation.
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What do you do with my personal information?
All your personal information is treated carefully and in line with the requirements of the data protection act.
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frequently asked questions...