FAQs

General Questions

How do I book a cleaning service?

Cleaning requests can be made via our online quote request forms, calling us directly at 02081502983 , or emailing us at admin@therivieragroupcleaning.co.uk .

Do I need to be home for the cleaning service?

You do not need to be home for the cleaning to take place. As long as we have arranged for access to be given to our cleaners (for example a key being left in a safe place) an alert will be sent to you to let you know we are in the house. Upon completion, another alert will be sent to let you know we have finished, locked the front door and posted the key back through the front door or leave it in the designated safe place. A photo will also be sent to you to show you exactly where the key has been left in this instance.

What areas do you serve?

We work in North London, South London, East London, West London, Bromley, Orpington, Beckenham and Kent. If you live outside any of these areas, feel free to still enquire as we may be able to service your area.

How far in advance should I book a cleaning appointment?

We normally ask for a 2 week notice period for us to get you booked in. This helps us to keep the standards of our service as high as possible. We can however accommodate emergency cleanings if our schedules allow it, so call us anyway!

Are your cleaners insured and background-checked?

Trust is the main factor we look at when hiring anyone. For this reason all of our cleaners are fully trained, insured and background checked.

How do I cancel or reschedule a cleaning?

If you need to cancel or reschedule any clean, this will be handled by the bookings team. They can be called on 02081502938 or emailed at admin@therivieragroupcleaning.co.uk . If a cleaning is cancelled less than 48 hours before the cleaning is due to take place, we charge a 50% fee. Reminder messages are sent out 7 days and 3 days before each cleaning. If a cleaning is cancelled before the 48 hour period, we charge a 25% fee. There is no fee if a cleaning is rescheduled for a day in the same week if there is an available slot.

Do you offer free estimates or quotes?

We give the majority of our quotes over the phone or after receiving a quote request form. We can also give quotes via email.

Can I pay online or by credit card?

We only accept electronic payments. These can be made via card machine on the day or online using credit / debit cards. All regular jobs are set up via our stripe payment system that does automatic invoicing and card charging upon completion of jobs making payment as easy as possible.

Should I tip the cleaners separately, or is it already factored into the bill?

Our cleaners work hard and do an amazing job! Therefore tips are always welcome! 100% of all tips go to our cleaners as a recognition of the hard work they do. You can tip the cleaners personally or include the tip in the overall bill and they will be allocated to the cleaner on the same day.

Window Cleaning Questions

What does your window cleaning service include?

Our services include external window cleaning, internal window cleaning, cleaning of window sills, skylight cleaning, conservatory cleaning, velux window cleaning and more.

Do you offer window cleaning for both residential and commercial properties?

Yes we do!

How often should I have my windows professionally cleaned?

For commercial clients we recommend once per month. For residential we recommend every 2-3 months.

Do you clean hard-to-reach windows, such as those on higher floors?

We are able to clean windows up to 6 floors high from the ground. For other windows we look at alternative ways of cleaning them that fall within health and safety guidelines. We do not do abseiling or cradle work window cleaning.

Can you clean windows in all weather conditions?

Contrary to popular belief, cleaning windows in the rain is not pointless! This is because rain water is relatively clean and only makes your windows dirty if there is dirt on the window for it to stick to. However we do not clean windows in heavy rain or storms. We also do not clean windows in the snow, temperatures below 0 degrees (as our water will freeze) or high wind conditions due to health and safety.

Is your window cleaning service safe for windows with tinted or delicate glass?

Our window cleaning technicians are trained in cleaning tinted windows and delicate glass. We do not however clean any panes of glass that are broken or cracked.

Can you remove hard water stains, mineral deposits, or other tough spots from my windows?

This is a tricky one! It depends on how long the hard water marks have been on the glass and if they have passed the stage where they can be removed. After a certain amount of time these marks began to etch themselves into the glass and cannot be removed. If it has not gone that far yet, they can usually be mostly or completely removed.

How do you determine the price for window cleaning?

All window cleaning jobs are priced on a number of factors: Size of property, amount of glass, how dirty the glass is, the accessibility to the windows and other factors. We do have a minimum call out charge.

Do you charge more for exterior window cleaning compared to interior cleaning?

Internal cleaning is roughly the same price as external window cleaning. The price may be higher if we have to move and put back loads of objects.

Do I need to be home for the window cleaning appointment?

Not if you are having external cleaning only and there is access to the back of your property. If we need to go through your house to get to the back, or we are cleaning the insides, you do not need to be home as long as access can be arranged.

What if the weather is bad on the day of my window cleaning appointment?

The weather in England is unpredictable! If the weather is bad on the day we will cancel and reschedule your appointment free of charge.

What equipment do you use for window cleaning?

All window cleaning technicians are trained to use Reach and wash (Pole) methods and traditional cleaning methods.

Do you use eco-friendly or non-toxic cleaning products for window cleaning?

The water used is filtered to take out any impurities found in tap water. We use eco-friendly products only.

How do I prepare for a window cleaning appointment?

There isn't anything in particular we need from you on the day. If you are having the internal windows cleaned and there is anything valuable in the way of any windows, we do ask that you move them out of the way as it makes our job easier. If you do not want to do this, it's fine! We will move them and put them back as we clean.

Can you clean windows in high-rise office buildings?

We do not abseil or do cradle window cleaning. We are able to clean office buildings up to 6 floors high.

Can you clean windows during business hours without disrupting my operations?

We do try to cause as minimal disruption as is possible. If you are in a meeting or on call, we can clean other areas and come back at the end when it's more convenient.

Do you offer exterior cleaning for storefront windows?

Yes we do!

Are your window cleaners insured and trained in safety protocols?

The health and safety of every cleaner at The Riviera Group is of utmost importance. For this reason all cleaners are insured and trained in health and safety protocols.

What measures do you take to prevent damage to my windows or property?

All windows are cleaned with professional equipment specifically designed to avoid damage or scratches to windows. If we see any scratches on any windows, we will bring them to your attention BEFORE cleaning the window.

Before starting cleaning in any room we move any delicate or valuable items from any areas that we are working in. We also cover any carpeted areas that we are working in with dust sheets if there is a risk of water dripping and wear shoe covers inside every property that we clean. We also leave all buckets in bathrooms and kitchens only in case of a spill and keep any ladders out of paths where there may be foot traffic.

Do you have liability insurance in case of accidents or damages?

Our business is fully insured in case of any accidents or damage and documents can be provided upon request.

How long will my windows stay clean after the service?

This varies depending if you live in a high traffic area, on the weather and what you do around your windows (For example watering the plants with a hose or pressure washing a driveway). Windows usually stay clean for between six weeks to two months before you will start to notice an accumulation of dirt again.

How can I maintain the cleanliness of my windows between professional cleanings?

Avoid using window cleaning chemicals. Try and wipe the windows with a micro fibre cloth and some clean water.

Residential & Commercial Cleaning Questions

What types of cleaning services do you offer?

We offer 3 types of cleaning. Regular cleaning, Deep cleaning and one off cleaning. We also deal with move in / move out cleans and work with all types of residential properties and small commercial buildings, offices and shops.

Are your cleaning products safe for pets and children?

For residential properties, we only use the cleaning products that you already have in your own home. This is to avoid potential problems with ski irritation or allergies that new cleaning products can cause if anyone in your house is not used to them. If one of our cleaners suggests that a product would be good for your house, we will ask the home owner first if they are happy for us to use that particular product and we will purchase it for your home. Purchasing of extra products is a service we only offer for those having a regular clean.

For commercial clients, we ask for an extensive list of any allergies anyone in your office or shop may have. We will then comprise together a list of products that the property will need, making sure to avoid the use of any products that contain any substances on the allergy list.

Do you offer one-time cleaning or recurring services?

We offer one-time cleanings, regular cleans (monthly, bi-weekly or weekly) and deep cleans (These are usually needed twice per year). We also off a daily service for commercial clients.

Do I need to provide any cleaning supplies or equipment?

We DO NOT Provide the following: Vacuum cleaner, Mop with bucket and toilet brush. You must be able to provide this equipment. We also work with the products that you have in your home to avoid any skin reactions to products you may not be used to.

We do however buy products for our regular residential and commercial cleaning clients if we think they would help us to clean your house better. For one-off cleans and move in / move out cleans, we only use the products that you can supply at the property. If the property does not have any cleaning supplies, the price of the products used will be added onto the overall total cost of the cleaning.

Can I request specific cleaning tasks or areas of focus?

If you have special requests, please put them in the “Any additional information” section on the quote form, or enquire on the phone. We can cater to most special cleaning requests.

Do you offer any discounts or special offers?

We offer a 15% discount to all regular customers for their first 3 months of cleaning (Minimum 6 month term). This service also applies to any friends or family that you recommend us to! As long as they can give us your full name and address as a reference, they can get the same deal too.

We also think it's important to reward loyalty. For that reason we use a loyalty points system that will accumulate into free gifts, services and cleanings as a thank you for staying with us!

What’s included in a standard residential cleaning?

Vacuum cleaning, Mopping floors, Dusting, Disinfecting of surfaces and handles, Bathroom cleaning, Toilet scrubbing, Washing up and putting away dishes in the sink, Machine washing and changing of bed sheets, Taking out bins, Cleaning of mirrors.

How long does a residential cleaning take?

We charge for a minimum of 2 hours. The length of time needed depends on the type of cleaning you have requested, the size of your home, how clean / dirty it is and if there are any special requirements that you have. Regular cleans take the shortest amount of time as they are maintenance cleans. Deep cleans take longer as they are more in depth. One-off cleans usually take the longest.

Do you clean inside appliances like ovens, refrigerators, and microwaves?

These services are not included in regular cleans but can be added at any time as an add-on. They are however included in deep cleans. They can also be added as an add-on for one-time cleanings and move in / move out cleans as requested.

Can you clean my home after a renovation or construction?

We do offer post construction cleanings upon request. These are usually quoted in person.

Do you clean carpets and upholstery?

These are specialist services that we do not offer.

What if I have a specific cleaning request (e.g., cleaning blinds, windows, baseboards)?

Please add any special requests to your quote form in the “any additional information” box at the end. If you are requesting a quote via telephone, please mention any requests that you have and we will accommodate.

As we are also a specialist window cleaning and gutter clearing company, these are services you have to book with us separately.

Do I need to provide access to my home (keys, security code, etc.)?

What if I'm not satisfied with the cleaning service?

Our cleaners all work to a checklist tailored to your home and requirements. This keeps the cleanings consistent and standard high. If for any reason you are not satisfied with any aspect of your clean, no problem! All we request is a call, text or email stating what item on the checklist was not completed or cleaned to the expected standard. We also require a photo of the issue for confirmation and to bring the issue to the attention of our cleaner to avoid it happening again. We will then send the cleaner to rectify the issue within the same week that the cleaning was done. We will only deal with issues that are raised within 48 Hours of the cleaning being completed.

What types of businesses do you clean?

We clean small office buildings, shops, nurseries and other commercial properties.

What’s included in your commercial cleaning services?

Vacuum cleaning, Mopping floors, Dusting, Disinfecting of surfaces, handles, and any machinery that is not dangerous (For example photocopiers) Bathroom cleaning, Toilet scrubbing, Washing up and putting away of dishes in sink, Taking out bins, Cleaning of mirrors and window sills.

DISCLAIMER: We do not clean any blood or bodily fluids that are left anywhere in the office. We will also not clean any faeces that is not in the toilet.

Can you accommodate our business's cleaning schedule?

We can accommodate most businesses' cleaning schedules including evenings and weekends.

Do you provide janitorial services for large buildings or complexes?

This depends on the size of the building. Large buildings would be quoted in person.

How do you price your cleaning services?

We charge by the hour. Our minimum number of hours per job is 2 hours. If we have priced a job for a certain number of hours and we finish earlier or later than expected, we round the price of the job up or down the nearest half hour, meaning you never pay more than you need to! If a job takes less than 2 hours, we will still charge the minimum rate of 2 hours.

Are there any hidden fees?

There are no hidden fees. If we think a job will take longer than expected and need more time, we will speak to you an hour before the time is up to let you know we need more time. If you would prefer us to stick to the time that has been allocated, we can prioritise which areas you would like to be cleaned and will do as much as we can in the time we have.

Gutter Clearing Services

What does your gutter service include?

We do a pre inspection using a camera to see how full your gutters are, we then use a vacuum to suck out all of the debris in the gutter and flush the downpipes using a high pressure hose. We also offer facia, soffit and gutter plastic cleaning as optional extras

Why is gutter cleaning important?

Blocked gutters can cause detrimental leaks in your roof, ceiling, walls and cause mold issues. Depending on how many trees are around your property, gutter clearing is recommended to be done between one and four times per year.

Do you clean gutters for both residential and commercial properties?

We also clean gutters for small commercial businesses. Give us a call to see if we can accommodate your business needs.

Do you clean gutters year-round or only during certain seasons?

We clean gutters all year round.

Can you clear gutters that are clogged with organic matter, like leaves, pine needles, or moss?

Yes!

Do you offer gutter guard installation?

We do not offer gutter guard installation as a service.

How much does gutter cleaning cost?

Our gutter clearing costs are charged by the hour and are £60 per hour. We charge for a minimum of 2 hours. This includes set up time and packing away.

Do you offer free estimates for gutter cleaning?

We do the majority of our quoting over the phone but can also book a free in person quote for difficult to explain / homes with hard to reach gutters.

Do I need to be home for the gutter cleaning service?

We do require a power source for our gutter cleaning services. Nobody is required to be home if you have an external power source. If you do not we either require someone to be home or access to your property will need to be arranged (For example a key being left in a safe place for us to gain access).

What happens if the weather is bad on the day of my scheduled gutter cleaning?

If the weather is bad on the day, we will call at least an hour before the appointment to reschedule the appointment.

Can you clean gutters that have already been fitted with gutter guards?

We do not clean gutters that are fitted with gutter brushes. If you gutters have gutter guards installed, we may still be able to clean them but would have to do an in person inspection to determine if the cleaning is possible.

Can you clean my gutters if there are plants growing inside?

In most cases yes! It may take longer to clean them but in most cases all plants can be removed.

Do you provide before-and-after photos of the gutter cleaning service?

Before and after photos are provided upon completion to show the scope of the work that has been carried out.

What should I do if my gutters need repairs after cleaning?

In some instances, the main issue with your gutters may be that leaks need to be repaired or you have damaged gutters. Clearing them out will not solve all of your problems. In this instance we do not offer a service for gutter repairs and you would need a separate contractor to handle the repairs for you.

FAQs

Gutter Clearing Services

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