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Frequently Asked Questions

What kind of service can I expect?

From the moment you contact us we offer an excellent service. We place enormous priority on customer service - answering your calls promptly, listening to your specific requirements, sending out quotations on the same day, delivering exceptional cleaning, reliability and being at the end of the telephone 24/7 to deal with your enquiries.

Is your service guaranteed?

Domestic Darlings are dedicated to providing exceptional cleaning, laundry and ironing services in your home. We are confident that due to the importance we place on the selection and training of our Darlings team you will receive a consistently high standard of service from us! If for any reason you are unhappy with our work then it’s simple, we’ll do it again – FREE OF CHARGE.

How can I give feedback on your service?

Feedback from our customers is really important to ensure that we are providing the service you want. We will regularly contact you for feedback, and if you want to call us please do – we are really approachable and easy to do business with. We want to keep you as a customer and ensure that you recommend us.

Do you bring your own cleaning products and equipment?

We can use your preferred cleaning materials and equipment which some customers choose so that their home is cleaned with the products they like. Or, for an additional charge, we can provide them for you. We use special eco- friendly products that smell beautiful and bring samples to the initial consultation for your consideration.

Will you work at the weekends?

Yes we will – we understand that our customers have busy lifestyles and need flexibility! Domestic Darlings’ availability at weekends is great for pre- and post-parties, special occasions or if you are moving home.

How do you select your cleaners?

The answer is very carefully before they work in your home. All of our team have been through a thorough recruitment process to ensure they are committed to working to our high standards – this includes an interview in their home so we can assess their standards, a second interview and competence test. Finally we obtain two references for our candidates before they can start working for us.

Will I have the same cleaners every time?

Yes you will usually have the same cleaning team so you can rest assured that they are familiar with your requirements and your home. If we do have to provide cover we will ensure any replacement is fully briefed.

What happens if a cleaner does not turn up?

There will be occasions where someone will be unwell or might have an emergency situation – it happens. Our cleaners are expected to call us before 9am to let us know. We may take longer to clean if we are short staffed or, if necessary, we will call you and arrange an alternative time to clean your home – we aim to do this on the same day as we know how important it is that your home is sparkling clean when you expect!

If my cleaner is on holiday will my home still be cleaned?

Our cleaners have to book holidays in advance so we have plenty of notice to provide the necessary cover and make sure your home is cleaned when you expect.

What happens when I go on holiday?

Most customers still want their homes cleaned when they are away so that they come back from holiday to a sparkling clean home, or you can use the time to get us to do some additional jobs. All we ask is you let us know when you will be away. If you do want to cancel our services whilst you are away then just call us – we would appreciate 7 days’ notice so we can allocate the cleaning team elsewhere!

Can I hire one of your cleaners directly?

We invest a huge amount of time in selecting and training our team. When you agree to use Domestic Darlings you do enter into an agreement that you will not approach our team to work for you directly. If, however, you choose to do so you will have agreed to pay us a finder’s fee of £500.

How do you hold my keys and store my alarm codes?

At Domestic Darlings we understand security is paramount. If you opt for us to access your home when you are not there we use recognised security methods for holding your keys and storing your alarm codes. The only identification on your keys is an individual key code number, the reference to which is always kept separate from the keys. We are comprehensively insured for loss or misuse of keys.

What does your insurance cover?

Our comprehensive insurance policy covers you, your home and our Darlings as follows:

Public Liability Insurance – up to £1m
This covers us in the event of a mistake which causes injury to you as a customer or any damage to your property (subject to an excess of £250) as a result of our activities.
Employer’s Liability Insurance – up to £10m
If one of our team become injured whilst working in your home then we are covered by our insurance.
Lock and Key Replacement – up to £5,000
In the unlikely event that your keys go missing we are covered to replace your locks so you have complete peace of mind.
If you click on the Simply Business insurance certification logo you can view our insurance online!

How do you price the service?

With us there are no hourly rates and no cutting corners. We carry out each service to our exceptionally high standards – the cost is the same every time and we stay until the job is completed. Our aim is to tailor a package that meets your specific requirements and stays within your budget. Our pricing covers our service and insurance.

How do I pay?

For regular services we will issue an invoice and payment can be made by standing order, bank transfer, cheque or cash. Payment is due at the time of each clean, if paid after 14 days a 10% late payment charge is applied. For one-off services a 50% deposit will be required at the time of booking.

Can I read your full terms and conditions?

Yes of course, our full terms and conditions can be found here.