Q: What areas do you cover?

A: We cover most areas in the North East.

 

Q: Is there a minimum amount of time I can have a cleaner?

A: The minimum amount of time you can have a cleaner is two hours. If you require your cleaner to visit you more than once per week, it will need to be for at least two hours per visit.

 

Q: How does Cobwebs work and what do I do if

something goes wrong?

A: We are an agency supplying access to a database of cleaners whom you then employ direct. Your membership fee covers the ongoing recruitment, interviewing, selection and appointment of cleaners which gives you access to a database of cleaners upon demand. However with domestic staff, problems can arise. For example, you may find your cleaner does not turn up or that the relationship between you and the cleaner is not working out. So long as you tell us, we can find you another cleaner.

 

Q: When do I start paying the agency?

A: As minimum contract terms are three months, payments for the initial term must be made by cheque prior to allocation.   Allocation is the point at which we provide a cleaner with your details and instruct them to contact you. Subsequent payments will be made via monthly Standing Order Mandate.

 

Q: How soon can I have a cleaner start?

A: Please allow approximately five working days for a cleaner to be allocated to you. We will then advise you in writing of the details of your cleaner.

 

Q: Who supplies the cleaning materials?

A: You supply all of the cleaning materials and equipment that your cleaner will need. This way you get to use the products you like. Please note: cleaners should not use bleach under any circumstances.

 

Q: What if the cleaner does not turn up, or I go away?

A: If you miss any cleaning, for example due to changeovers, periods when you are on holiday, or on account of the cleaner being ill, subject to terms & conditions you can claim a No Charge Period  equivalent to the time missed. We provide you with Worker Earning Receipt Forms to log hours worked and money paid to your cleaner. If there are any gaps, send us your receipts and we will adjust your account to reflect any time missed.

 

Q: What do I do if the cleaner is unsuitable?

A: Tell us and we will allocate a replacement. Please allow approximately five working days for a replacement to be put forward.

 

Q: Is there insurance cover for damage done by the cleaner?

A: There is cover for major accidental damage over £100 (e.g. damage to a carpet or valuable ornament). You are responsible for the first £100 of any claim. Please note that bleach damage is not covered and you should

discourage your cleaner from using bleach.

 

Q: Can you supply references for your cleaners?

A: Each cleaner comes with two written references, one of which we specify should be for previous cleaning work—plus we get feedback from other

 Cobwebs clients.

 

Q: What do I do if I want to terminate?

A: If you wish to cancel your contract with us you can do so at any time but you must do so in writing, giving us at least one month’s notice, to coincide with the end of a monthly payment period. Your initial contract continues up to the end of the first   payment —so the minimum term is one quarter or 3 months.  You must cancel your mandate direct with your own bank at the same time.