FAQ

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Residential Clients F.A.Q:

Do I have to book online?

The simple answer is no, call our customer service team on 0800 772 0392 you will also have a range of payment options including Credit/Debit card, Standing Order, Bank Transfer, Cheque etc

How do I pay?

You choose whatever you are comfortable with if you do not wish to pay online you can book a service via our customer service team on 0800 772 0392 alternatively,  you can pay securely online with a credit or debit card, paying in this way means that you don’t have to worry about getting cash out of the bank and if you pay with your credit card your purchase is usually protected by your card provider.

How do I book a service online?

Really simple;

1) Enter your postcode and click schedule now, followed by search (this will pull through any available services in your area)

2) Select the category of service and sub category required (i.e Cleaning – Regular cleaning)

3) Select the date that you want the service and click on availability

4) Choose the household assistant and time that you want the service to start and then checkout

Can I book the household assistant direct?

No, our household assistant’s are covered under Smart Maid’s insurance policy. Engaging with a household assistant outside of the Smart Maid platform would invalidate any insurance and it would also be a disciplinary offence for the employee and breach of terms and conditions for both the employee and the customer. Please refer to our terms for further information.

We would strongly recommend that you only engage with reputable service providers holding the relevant specialist insurances. Whilst you may be able to save money per hour by going direct, the costs, should an incident occur can be phenomenal. Also, don’t be afraid to question the service provider on their exact insurance cover as some only kick in after you have exhausted all other avenues including your own home insurance!

How can you provide a fixed price when you haven’t seen my property?

Our business model is about creating an excellent customer experience, making choosing Smart Maid as simple as possible. We know that you don’t have time for us to come and quote, we know that you don’t want to haggle with us on price. We are experienced in the services that we provide which enables us to create standard pricing. If you want to clarify anything with us before booking a service we would be only to happy to help however, rest assured, the price that we give you is the final price that you will pay.

How do I know who is going to come to my property?

All of our employees have an online profile and where we can get consent we also show their photograph.

Are your people fully insured?

Yes all of our people are fully insured.

Do you provide cleaning materials and equipment?

Yes, we are able to provide the cleaning materials and equipment. However, check the actual service to see whether included or not.

I’ve booked an appointment which I can no longer make?

No problem, simply drop us a line and we will reschedule to a time that suits you or send us a cancellation via your booking confirmation email link. Remember for cancellations to also check our terms and conditions with regards to how many hours notice are required.

I’m unhappy with the service?

We want our clients to be delighted, contact us and we will rectify immediately.

Are your household assistants vetted?

Absolutely, all household assistants  are verified as having the right to work within the United Kingdom, references are obtained and checked. CRB and Financial checks are also sought where required (on request). You will see on the employee profile exactly what vetting has taken place and the date of the last check.

I’ve booked a deep clean,how long will the Job take?

We like to be measured on output and we are so focused on quality that we don’t like to put a time on it, sometimes we will send more than one person to speed up the job as we do not like to impose on your time. One thing that you can be sure of, we will never charge you any extra and we will always aim to delight you with the work carried out. We also give you a guarantee, if there is anything that you are unhappy with we will rectify immediately. We will only send additional people with your prior approval.

I’ve booked a deep clean including my kitchen, does this include my oven?

Yes

I’ve booked an end of tenancy clean, does this include oven and carpet deep cleans?

Carpet cleaning is not included,Oven cleaning is included.

How do you ensure quality?

Our household assistants are incentivised based on productivity and quality. This ensures that they complete the job as timely as possible, it also ensures that the job is completed to the required standards. We also carry out spot audits. Once the job is complete you will be invited to participate in an online survey to provide feedback.