Frequently Asked Questions
What kind of services do you provide?
We pride ourselves on providing a commercial and residential cleaning services as well as commercial and residential carpet cleaning in the Greater London area. In past years, we have served many satisfied customers and provided cleaning solutions for any size of homes, offices, shops, pubs, restaurants and many more.
We take care of every aspect of your cleaning requirements including curtain cleaning, carpet cleaning, upholstery cleaning and window cleaning.
What areas in London do you cover?
We cover all areas within M25 and the Home Counties as we have few branches throughout London.
Many companies act as introduction agencies only. Do you operate on the same basis?
No. And we don't charge an introduction fee.
After we have introduced a cleaner to you we continue to maintain the cleaning service. We make sure the quality level does not drop down and carefully monitor the feedback we receive so we can provide you with the service you want.
Are you and your cleaners insured?
Yes. We have a full Employers Liability cover of £10,000,000 and Public Liability cover of £2,000,000. Which is more important – Treatment Risk is included. Increased cover can be arranged on request.
What if something is damaged when my home is being cleaned?
Although we take extreme care when cleaning your home, sometimes accidents do happen. If breakage or damage occurs as a result of our cleaning we will make every effort to have the item repaired or replaced.
Will you provide the cleaning materials and equipment?
Yes. "Four Seasons Carpet Care" will supply all machinery (including vacuum cleaners etc.), cleaning materials and black refuse sacks to fulfil the contract.
Items such as office bin liners, white swing and pedal bin liners, local authority refuse sacks, toilet consumables and detergents will be supplied on request at an additional cost according to requirements.
If you have booked a regular domestic cleaning and ironing services, then you have to provide all cleaning materials and a list of tasks.
We recommend the following:
Mop and bucket, furniture polish, window and glass cleaner, kitchen cleaner, bathroom cleaner and limescale remover (e.g. Viakal) or eco friendly alternatives.
Please ensure your vacuum cleaner is in good working order and you have vacuum cleaner bags if necessary.
Can I specify the days for the cleaning?
Yes, you can specify the days for cleaning and we will make every effort to meet your requirements.
Am I guaranteed service the same time and day of the week?
With the exception of inclement weather, your cleaning day is guaranteed. We will make our very best effort to arrive at your requested time and are more than happy to contact you the day before your service with an estimated time of arrival.
What if I need to change my cleaning appointment?
We try to be as flexible as possible. We ask that you give us 48 hours notice, so that we can adjust our schedules.
What if I am not satisfied with your cleaning?
We will make every effort to provide you with reliable cleaners. However, if you are not satisfied with any of our cleaning services, please let us know and we will re-do the job free of charge. If you are still not satisfied with the service we will send you another cleaner and make sure the mistake never repeats.
Who will be cleaning my home?
We make every effort to send the same cleaner each visit. However, sometimes due to illness, vacations, or other reasons, we may have to substitute another cleaner to clean your home.
Why does the first clean take longer?
Our first cleaning visit is more like a spring cleaning or perhaps "catch-up" cleaning. Before we can begin regularly scheduled maintenance of a home, there are a variety of first-time tasks that require extra time and effort. There’s a big difference between "old" dirt and "new" dirt. If we don’t get rid of the old dirt, no matter how hard we try, simply removing new dirt isn’t going to make your home sparkling. It’s not uncommon for us to spend from two to four times longer on an initial clean than it takes us on regularly scheduled maintenance visits.
Do I have to be home when the staff comes?
It is not necessary for you to be home. For your peace of mind, all of our staff are fully insured and bonded. For ease of access, you may provide us with a key. However, you are welcome to stay home during your clean.
Can my regular cleaner do additional tasks not covered in my daily program?
Yes, just call the office with your request or email / fax our next visit checklist, a minimum of 48 hours before your scheduled visit. Since we work on a schedule with multiple homeowners we do our best to accommodate everyone’s needs.
Do I still have to pay if I go away for a few weeks?
No. You don't pay a penny. You only pay when you use our cleaning service.
We require 48 hours notice before you go away and the date of your first cleaning when you are back.
What hours do your cleaners work?
Our regular cleaners are available 6 days a week (Mon – Sat) and tend to do 2 slots per day starting at 9am or 1-2pm. We are happy to arrange trial cleans in the evening and at weekends so that you can get to know your cleaner and give instructions. Our spring clean teams and carpet cleaners are available 7 days a week.
Our commercial cleaning teams are available 24hrs a day 364 days a year. Please give us notice to arrange unusual hours.
Why is your service more expensive than hiring my friend's cleaner?
When you come through "Four Seasons Carpet Care" you can be sure that you are going to get the best service possible.
- We vet and provide ongoing training for all of our cleaners
- We manage the cleaner so you don't have to. We are at the end of the line for any specific requirements and will ensure they are completed
- We pay our cleaners above minimum wage
- We have dedicated customer service teams liaising with our cleaners to make sure that your requirements are met
- We do regular spot checks to make sure that standards stay high
- We provide holiday and sickness cover for your regular cleaner
- If you are not happy with the cleaner provided we will replace them free of charge
- We have public liability insurance up to £2,000,000
- We have employers liability insurance up to £10,000,000
What are after builders cleans?
Whether you have had a whole refurbishment or just a small DIY project it can result in a very dusty home. We recommend that you wait until at least the day after builders are out before starting with the clean to let the dust settle.
When you book an after builders clean with "Four Seasons Carpet Care" we will send a team of cleaners with all of the cleaning equipment and materials to remove the dust and get your place feeling like home again.
Do you clean communal areas?
We are happy to provide daily, weekly or monthly cleaning of communal areas of office blocks, shared flats and blocks of flat.
Please give us a call and we can arrange on on-site quote.
What do I get if recommend a friend to "Four Seasons Carpet Care"?
We hope that good news travels fast. When one of our customers recommends a friend and they become a weekly customer we will give a free visit of cleaning as a 'thank you'.
What stains can you remove from carpet cleaning?
Our technically advanced system is designed to remove alcohol, blood, browning, butter, candle wax, chewing gum, coffee & tea, chocolate, cough syrup, crayons, eggs (raw), food colouring, fruit juice, furniture stain, glue, grass, gravy, grease, ice cream, lily pollen, jam, ketchup, lipstick, mildew, milk, mud, mustard, nail polish, oils, paint, rust, salt, shoe polish, soot, tar, toothpaste, urine, vomit and wine.
How long before I can use the room after the carpet has been cleaned?
Usually with a standard carpet clean the carpet is dry after about an hour. If the carpet is particularly stained then leave it a little longer as more cleaning solution will have been used.
What happens if I am not happy with the quality of the clean?
From our years of experience, we believe that cleaning is all about communication, managing what can be done in the time allocated to clean. As every job is different the physical time taken may be slightly longer than estimated over the phone. We do not allow cleaners to work longer than the time allocated unless approved by the client.
If you feel that your regular cleaner is not achieving the standard you expect we will do a spot check and resolve the problem. Alternatively, we can change the cleaner for you until you find the cleaner that is just right for you.
We understand it can be frustrating not to get the service you expect and at "Four Seasons Carpet Care" we do everything possible to ensure a good job. On the rare occasions if a one-off clean is not done to your expectations please let us know within 24hrs of the clean and we will arrange the cleaner to go back and re-do the job.
How do I pay for services?
The preferred method of payment at time of service is cash or check.
For your convenience, if we have a contract arrangement, we would be happy to invoice you at the end of each month.
Can I get my landlord or third party to pay for the clean?
We ask that the person making the booking is responsible for payment. If you are not physically at the clean please arrange for payment in advance of the clean. Alternatively we need a purchase order faxed to us on a headed paper with the details and instructions of the person / organisation paying.