FAQ

Frequently Asked Questions:

Must I be at home when you work at my house?

It's your choice. We encourage you to be there to meet your team member for the first visit , at least long enough to show them what is required and if they are cleaning then around all rooms. You should point out where any necessary equipment and supplies are kept. It helps greatly for you to make a list of your priorities (these may vary from visit to visit). This list can then be used by a substitute in the event your regular person is ill.

You may consider giving your team member a key to your house so they can work and/or look after your pets whilst you are out. Often our team prefer to work this way to avoid distractions. We will provide you with a key receipt for you and your team member to sign. This is an agreement between you and the team member and 3Dom will not be responsible for lost keys. Keys will not be passed to anyone else.

Should we be collecting ironing from you we shall either arrange this when you are at home or are equally happy to collect this from your property if you provide a convenient time and location of items.

How many cleaners will clean my house?

We work as a single person, or in teams of two people, depending on the size of homes and hours in our schedule. A Team Leader (supervisor) supervises and works with the team, and checks the quality on a regular basis. This is very much dependant on your requirements.

Are your team trained and supervised?

All of our team members are trained before they're permitted to work for you. Each team has a supervisor who is in charge of making sure nothing is missed and that any special requests we receive from our customers is taken care of.

How do you recruit team members?

The process starts with a new recruit applying to us. We go through a telephone interview initially and will then determine if a formal interview is required. For cleaning team members we do like to visit their home to ensure they also have a high standard of maintenance. For anyone who is dog walking/pet sitting they will be required to be animal lovers. The attributes we look for are integrity, reliability, diligence and the ability to work unsupervised. The process is completed with an identity and conviction check and references.

Are you vetted?

Yes the management team are crb checked, we also vet our team members.

Do I need to provide my own equipment/cleaning products, pet food?

Yes. Please let the office know and leave them out where we can easily find them. Please do not ask your cleaner to use bleach, this can be a dangerous product and also cause damage if misused.

How do I know who will work at my house?

Our manager will liaise directly with you providing details of your regular team member.

When will my ironing be returned to me?

We shall return all ironing manually pressed within 72 hours. Should you be flexible on this or request and quicker turnover please advise when we are discussing your requirements.

What do I do about an absence or if I have a problem with the team member?

Our team is instructed to call us if any time they wont be able to make their regular appointment. If the problem is just with that one day or time we shall try to arrange a different time with you. If this is not possible or they are likely to be off for a while then we can offer you a temporary team member. Again its vital you are a good suit especially if this person will be looking after your pets.

We would never send anyone you hadn’t met to your home without your knowledge, so anytime you need cover please call us and we will arrange it for you. Please note that it is common practice that clients prefer to have their normal team member make up the hours at a later date. If you do not mind having a temporary team member we can organise this for you. Our service fee will still apply.

If your scheduled visit falls on a bank holiday we will liaise with you directly to reschedule. If its your preference to still have your team member on a bank holiday this will be charged at time and a half on our fees.

When do I pay a service fee?

Service fees of 3Dom are applicable on all regular domestic and commercial cleaning schedules such as weekly, bi-weekly, monthly. You will simply leave the agreed cash amount out for them on their arrival at each visit or if you are at home this can be handed to them at the end of their visit. You will pay your team member directly and provide the service fee to 3Dom via a standing order either monthly or quarterly.

All emergency call outs, pet sitting/walking, garden maintenance, ironing, tenant cleans, events etc are invoiced. Our security advice and household management services are also invoiced whether it be a regular schedule or one-off. Our admin and small office service is also an invoiced activity.

Payment terms

Our payment terms are immediate following invoice. For regular clients we are happy to extend our payment terms with negotiation following the first 3 months of contract.

Once Ive set up a standing order can you take whatever you want from my account?

No. A standing order does not give 3Dom authority to take any money from your account. We cannot make any changes to a Standing order this can only be done by yourself.

Is it possible to pay by invoice?

We shall provide an invoice (we are not vat registered).

We keep our costs to a minimum by making our processes efficient. This includes payments. A standing order is the most efficient payment method and does not involve bank cheques, bank charges, post. Should you choose to be invoiced there will be an additional admin fee.

What if my requirements change?

Please just give us a call or drop us an email. We will adjust the necessaries such as service fee if applicable and a new standing order mandate will need to be completed. Hourly rates will vary depending on the hours required and are reduced for greater hours.

Do I get a refund if I don’t use the team member?

We allocate our team to individual clients for consistency. We will not be able to use the team member for any other clients therefore the service fee is still payable for any time you may choose not to have the team member work for you.

Refunds of service fee:

If we fail to provide a team member after you have requested a replacement we will of course off a refund of our fee. Our service fee is non refundable for temporary replacements.

Can I take on my team member on a private contract?

As you would expect, you are not able to use any team members introduced by 3Dom without becoming liable for a service fee. Please refrain from approaching our team members, we have also instructed our team members not to engage our clients. Should this found to be the case we shall cease their booking and provide you with a replacement or cancel our agreement with immediate effect. 3 months service fee will apply.

DOMESTIC CLEANING PROGRAMME

Here is a list of our general cleaning

Kitchen

- Wash sink
- Clean counter tops
- Wipe cabinets
- Wipe outside of appliances
- Sweep and mop floor
- Load and run dishwasher

Bedroom(s)

- Dust
- Vacuum Floors

Bathroom(s)

- Clean and disinfect bath, toilet, shower, and sink
- Sweep and mop floor
- Clean mirrors
- Change towels

Other Areas

- Dust furniture, pictures
- Vacuum/mop floors
- Clean television screens
- Wipe wood tables/chairs

Extras
- Wash windows (inside)
- Clean inside of oven
- Clean inside of refrigerator

- Ironing

- Dust window blinds