FAQs

Manage your Bookings

Simply fill out our secure booking form and select your preferred cleaning date. Once you’ve submitted it, we’ll send you an acknowledgement email to confirm we’ve received your booking. If your chosen slot is available, we’ll follow up with another email to confirm your appointment. If not, don’t worry, we’ll be in touch to discuss other options.

No problem at all! Just log into your account and switch to the new interface. Your upcoming booking will be right there. From there, it’s really straightforward to adjust your schedule, change dates, or cancel if necessary.

If you need to cancel all your bookings for any reason, that’s absolutely fine. Just switch to the new interface in your customer account, and click the cancel button on your next booking. Once you’ve done this, you can choose to cancel just one booking or cancel all your future bookings.

Remember to give us at least 24hours notice to avoid any cancellation fees.

If you’ve scheduled regular cleaning, you can find the name of your cleaner in the ‘your next booking’ section of your customer account. You’ll have the same cleaner for each booking unless they’re unavailable. Before sending a replacement cleaner, we’ll check with you first. We may need to adjust your booking for one-time cleaning appointments based on our cleaner’s availability.

When you’re making a booking, simply include any helpful information for your cleaner in the ‘special instructions’ column. You can always edit this later by going to ‘your next booking’ and selecting ‘make changes’. Feel free to add details like how to locate your property, access instructions, details about unlocking and alarm systems, cleaning preferences, where to find cleaning products, and any information about your pets.

account and billing information

Payment is usually processed around 5pm on the day of your cleaning service. We’ll charge the card linked to your account for the payment. Payment isn’t taken days before your service; however, we do place a hold on your card the day before your cleaning to ensure sufficient funds are available.

When you initially join Penny’s Cleaning or update your payment details, your bank may notify you of an active card check for £0.00.

It’s important to keep your payment details current to avoid any interruptions to your cleaning service. To update your payment information, simply click on your name in your customer account, then choose ‘billing info’ from the drop-down menu. From there, you can update your payment details.

To update your address, click on your name in your customer account, then select ‘manage addresses’ from the drop-down menu. From there, you’ll be able to update your address details.

To reset your password, go to the login page of your customer account and enter your email address. Then click on ‘forgot my password’ and confirm the email address associated with your account. You’ll receive an email with a link to reset your password. Follow the instructions provided to change your password.

Alternatively, if you’re already logged into your customer account, click on your name in the top right-hand corner. From the drop-down menu, select ‘change password’. Enter your current password and then your new password. Once done, click the ‘change password’ button to confirm the change.

To add a new property to your customer account, click on your name in the top right-hand corner. From the drop-down menu, choose ‘manage addresses’. Then, you can enter your new address. Please let us know if you need to archive your old address and cancel any existing bookings associated with that property.

There is no limit to the number of properties you can add to your customer account.

To change your contact details, go to your customer account and click on your name in the top right-hand corner. From the drop-down menu, select ‘my account’. You’ll then be able to update your contact information from there.

We utilise a third-party payment platform called Stripe to handle payments. Stripe is globally recognised as one of the largest and most secure payment platforms, trusted by businesses worldwide.

To update your payment information, simply click on your name in your customer account, then choose ‘billing info’ from the drop-down menu. From there, you can update your payment details.

If you have any issues with your booking or payment information, please contact us as soon as you can at info@pennyscleaning.co.uk

When you refer a friend or family member, they’ll receive a £10.00 discount on their booking, and you’ll earn a £10.00 credit on your account for your next booking. To redeem your credit, simply enter your referral code into the discount code field when making a booking. Your referral code will either be emailed to you directly or added to your customer notes when you book a recurring cleaning service.

If you haven’t received your referral code or if it’s not visible in your customer profile, please reach out to us via email at info@pennyscleaning.co.uk, and we’ll promptly update your account for you.

getting help with your cleaning service

If your cleaner is running behind schedule, we apologise for any inconvenience caused. Simply send us an email at info@pennyscleaning.co.uk, and we’ll promptly investigate the situation and keep you updated on the progress.

You’ll find your cleaner’s arrival time on the home page of your customer account. Please note that we offer a two-hour arrival window in your booking, which may not necessarily reflect the exact start and end times of your cleaning service. For instance, an 8-10 arrival window means your cleaner could arrive anytime between those times. You can reschedule your booking without facing a cancellation fee if you give 24 hours’ notice. However, if your regular cleaner is unavailable, we may need to arrange for a replacement cleaner.

The fastest and simplest way to reach us is by sending an email. You can reach us at info@pennyscleaning.co.uk or by using the contact form on our website. We’ll respond promptly to urgent matters and within two business days for other inquiries. Our office hours are Monday to Friday from 9am to 4pm.

How does Penny's work?

Following your booking, you’ll receive an automatic email to gauge your satisfaction with the cleaning service. This helps us maintain our high standards consistently and provides feedback for our cleaners. We use a simple smiley face system to make it easy but feel free to leave a comment too.

If you prefer not to receive these emails, you can adjust your email preferences by selecting your name in your customer account. From there, you can access the drop-down menu to select email preferences and make any desired changes.

If you can’t find an opening for a specific day, it usually means we’re fully booked. While our booking form’s availability is typically accurate, occasional cancellations or cleaners taking leave can affect overall availability. In such cases, it’s best to email us at info@pennyscleaning.co.uk with your preferred date and times, and we’ll do our best to accommodate you.

If you don’t need to be present during the cleaning, you can provide a spare key to your cleaner. We’ll ensure any identifying information is removed and provide your cleaner with a unique code to label the spare key. If you have a key safe, please inform us in the booking instructions.

You can give us a call at 01752 564456 or by email at info@pennyscleaning.co.uk

You have the flexibility to modify your booking, whether you need to skip a clean, reschedule, or cancel. However, we require at least 24 hours’ notice before your scheduled cleaning to avoid a cancellation fee. The cancellation fee amounts to 70% of the total cost of your booking.

If you need to cancel with less than 24 hours’ notice, or if your cleaner arrives but is unable to gain entry or commence the clean, the cancellation fee will be charged.

The cancellation policy is applicable to all recurring and one-time bookings.

Our cleaning durations are determined by the size of your property and the number of bedrooms and bathrooms. The minimum booking time for a clean is 2 hours. This ensures that the cleaner has adequate time to complete the cleaning tasks and covers their costs effectively.

We believe in offering flexibility with our cleaning services. You can cancel your service at any time without incurring any fees, as long as you provide at least 24 hours’ notice before your next scheduled booking.

When you schedule a cleaning with us, we’ll suggest a duration based on your property’s size. However, the decision on how long to book is ultimately yours.

Please note: Our minimum booking period is 2 hours.

For general cleaning, we recommend 2 hours for a 1 or 2-bedroom property with 1 bathroom. For each additional room, we suggest adding an extra 30 minutes. For example, a 3-bedroom, 2-bathroom property would typically require 3.5 hours.

If you don’t require every room to be cleaned, you can shorten the duration by informing your cleaner of your priorities when booking. Simply add instructions specifying your preferences.

You can include this information in your booking instructions if you only require specific rooms to be cleaned. For existing clients, you can log in to your account and make changes at any time.

Your cleaner may not be equipped to bring a vacuum cleaner or mop and bucket, but they will bring all necessary cleaning products.

For safety reasons, your cleaner should not be expected to:

  • Lift heavy items
  • Clean surfaces beyond normal reach
  • Clean exterior windows, garages, and patios
  • Clean heavily soiled areas, including animal litter
  • Undertake gardening or landscaping work
  • Defrost freezers or unblock pipes
  • Remove mould, biohazard material, animal litter, or pet mess
  • Handle pest control or extermination

 

If you require a deep clean for your home, you can select this option as an extra on the booking form.

You can check your next scheduled clean in your customer account. Additionally, we’ll send you an automatic email reminder the day before your cleaning service.

if your cleaning service didn't go as planned

Occasionally, your cleaner may be unable to attend the scheduled booking. We’ll notify you of this as soon as possible and, if possible, we’ll try to arrange a replacement cleaner after consulting with you. Since we don’t take payment in advance, you won’t be charged for this cancellation. If we’re able to reschedule, we’ll charge the card on the day of your new booking once it’s completed.

If you’re not satisfied with your cleaning service, please inform our team at info@pennyscleaning.co.uk, and we’ll work to address these issues promptly.

Following each clean, you’ll receive an automatic email the next day to gather feedback on your cleaner’s performance. We’ll follow up on any low ratings received. If your cleaner missed any areas during the service, please attach photos for reference.

We recommend contacting us as soon as possible, ideally within 48 hours of the completion of the clean. If you’ve decided you’d prefer a new cleaner, please let us know promptly to minimise any disruption to your service.

If you wish to change your regular cleaner for any reason, please inform us at info@pennyscleaning.co.uk. We’ll then arrange for the best available local cleaner to be matched with you. To minimise any disruption to your cleaning service, please provide us with more than 24 hours’ notice before your next booking.

access and spare keys

When you make a booking with us, you’ll encounter a drop-down menu with the following options:

  • Someone will be home
  • Gate or lockbox code
  • Hidden Key (please explain in comments)
  • Other (please explain in comments)

 

You can update or modify your access information at any time within your customer account. This information will apply to all of your recurring bookings.

Your spare key is kept safe by your cleaner between cleans.

We’ll assign a unique code to your key fob and instruct the cleaner to remove any identifiers linking it to you or your property. This ensures that only Penny’s Cleaning knows the property associated with the keys.

In the event, your cleaner takes a holiday:

Your spare keys will remain with your regular cleaner during their absence. They’ll be able to resume your cleaning service promptly upon their return.

If you prefer to have a replacement cleaner during their holiday, you’ll need to provide access to the cover cleaner.

Alternatively, if you wish to have your keys returned before your cleaner goes on holiday, you can request this for the next booking.

You can provide a spare set of keys to your cleaner for access when you’re not home.

If you’re a new customer, simply choose the relevant option from the drop-down menu under ‘cleaner access’.

For existing customers, log in to your customer account and add a note to your booking. You can then arrange to hand over your keys during an upcoming booking.

If your cleaner takes time off, we’ll ask them to hold onto the keys, ensuring they can resume the cleaning service upon their return. If you wish to book a replacement cleaner while your regular cleaner is away, you’ll need to provide access to your property for the cover cleaner.

After completing your cleaning service, your cleaner will secure your property according to any locking instructions provided in your customer account. If you’ve used a lockbox or hidden key access method, your cleaner will return the keys to their designated location. If you’ve entrusted your cleaner with spare keys, they’ll take these along when they leave.

To offer you peace of mind, we act as key holders for the majority of our clients. However, providing spare key access is ultimately your decision and is discretionary.

In the unlikely event of accidental key loss by either our cleaners or Penny’s Cleaning, we do not consider this a security risk to your home. Our system is designed to ensure that misplaced keys cannot be linked to your property. In such instances of accidental loss, Penny’s can cover the cost of cutting a new set of keys.

cleaning products & equipment

As many of our cleaners rely on public transport, you’ll need to provide a vacuum cleaner and a mop and bucket at the property.

If you have a cordless vacuum cleaner, please ensure it’s fully charged before your cleaner’s arrival.

While you’re welcome to use our cleaning products, if you prefer to use your own, please provide the following:

  • Multi-surface disinfectant
  • Limescale remover
  • Kitchen cleaner
  • Bathroom cleaner
  • Floor cleaner
  • Glass cleaner
  • Toilet cleaner
  • Rubber gloves
  • Microfibre cloths (washed between visits)

 

Please refrain from providing your cleaner with any specialised oven cleaning products. We do not undertake interior oven cleaning. These chemicals can potentially damage your kitchen surfaces, even with minor spills. If you decide to supply your cleaner with oven cleaning products, Penny’s Cleaning Ltd cannot be held liable for any resulting damages.

Unfortunately, no. Since many of our cleaners rely on public transport, you’ll need to supply a vacuum cleaner and a mop and bucket at the property for recurring cleaning services.

For optimal cleaning outcomes, it’s essential to provide your cleaner with a vacuum cleaner and a mop and bucket. If you own a cordless vacuum cleaner, please ensure it’s fully charged before your cleaner’s arrival.

about your cleaner

Building a good relationship with your cleaner is essential for a great cleaning service. We will do our best to match you with a brilliant cleaner. Here are some tips to get started on the right foot:

  • Complete all details in your Online account.
  • Do you have pets? Some of our cleaner’s have allergies and can’t work with them! Remember to mention this on your customer account to ensure the best match with your cleaner.
  • Where do you store your cleaning equipment? Sharing this information helps your cleaner work efficiently.
  • Check that all your equipment is in good working order, especially vacuum cleaners. Making sure everything is ready beforehand will help your cleaner get started smoothly. If you have a cordless vacuum cleaner make sure it is fully charged before your cleaner arrives.
  • Make sure you’ve booked enough time for your cleaning needs. While we usually recommend 2 hours for a standard clean and extra time for additional rooms, you know your home best. Adjust your booking as needed to ensure your cleaner can give each task the attention it deserves.
  • Ensure your cleaning products are well-stocked. While your cleaner can let you know if supplies are running low, having everything ready for their first visit ensures a hassle-free start.
  • Confirm that your booking details, particularly the access method, are accurate. Remember, we can’t provide spare keys for one-off visits. If you’ve opted for “lock box” or “hidden key”, make sure the key is readily accessible.
  • Provide plenty of notice if you need to skip a clean. While Penny’s offers flexibility, last-minute cancellations may affect your cleaner’s schedule. Consider rescheduling if your regular slot isn’t convenient.

 

By following these tips, you’ll help ensure a smooth and enjoyable cleaning experience.

When you schedule your cleaning service with Penny’s Cleaning, we’ll pair you with the most suitable local cleaner available at your chosen time. If we’re unable to find an exact match for your booked date, we’ll offer alternative cleaners with the closest availability.

In selecting cleaners, we seek individuals with a minimum of 1 year of professional cleaning experience. Our cleaners undergo thorough vetting and background checks, including in-person interviews, to ensure reliability and quality service.

We collaborate closely with our cleaners to optimise their schedules. Utilising software, we prioritise specific locations for cleaners, ensuring they work when they prefer and minimise travel time between jobs. Additionally, Penny’s Cleaning is dedicated to paying above the National Living Wage, making us an attractive choice for cleaners seeking employment opportunities with us.

Simply mention that you have pets when making a booking, and we’ll match you with a cleaner who we believe would be comfortable with them.

If you’ve recently welcomed a new furry friend into your family, please update your instructions in your customer account accordingly.

Yes. When you book a recurring cleaning service with us, we’ll assign you a cleaner who has the nearest availability to your preferred booking date. You can view the details of the assigned cleaner in your customer account.

After your booking, you’ll receive an automated email to see if you are happy with the cleaning service. This aids us in consistently upholding our high standards and offers valuable feedback for our cleaners. We employ a straightforward smiley face system to simplify the process, but you’re welcome to leave a comment as well.

Penny's Cleaning Services

We offer various cleaning services tailored to your needs:

General Home Cleaning:

  • Available weekly, fortnightly, or monthly.
  • Includes general cleaning and tidying of your home. 
  • Flexible scheduling options, with frequency discounts for weekly or fortnightly bookings.
  • You can customise your service by adding extras or creating a tailored package.

 

Deep Cleaning:

  • Provides a more thorough cleaning, targeting deep-seated dirt and limescale.
  • Can be added as an extra in the ‘Home cleaning – one-time service’ section.
  • Customise your package to suit your requirements.

 

End-of-Tenancy Cleaning:

  • Our most comprehensive cleaning service, ideal for moving in or out of a property.
  • Includes everything from a deep clean, along with attention to hard-to-reach areas.
  • Can be selected as an extra in the ‘Home cleaning – one-time service’ section.
  • Tailor your package according to your specific needs.

 

Choose the service that best fits your requirements, and feel free to customise it further to ensure your satisfaction.

Kitchen:

  • Wipe countertops
  • Clean the sink
  • Spot clean cupboards & drawers
  • Wipe tilework and backsplash
  • Clean inside microwave
  • Wipe oven (external)
  • Clean hob
  • Wipe switches and handles
  • Empty bins
  • Vacuum and mop floors.

 

Bathroom:

  • Scrub toilets
  • Clean shower, bath and sink
  • Wipe switches and handles
  • Clean cabinet exteriors
  • Mirrors and fixtures
  • Empty bins
  • Vacuum and mop floors.

 

All areas:

  • Wipe accessible surfaces
  • Clean mirrors
  • Empty bins
  • Wipe switches and handles
  • Clean skirting boards
  • Vacuum and mop floors.

 

Bedrooms:

  • Wipe accessible surfaces
  • Clean mirrors
  • Empty bins
  • Wipe switches and handles
  • Make bed (fresh linen required to change)
  • Vacuum and mop floors. 

 

You can also include ‘Extras’ to tailor your cleaning package. 

Cleaning products & equipment:

You will need to provide your cleaner with a vacuum cleaner, and a mop and bucket. 

You are welcome to use your own cleaning products, we recommend:

  • Multi-surface disinfectant
  • Limescale remover
  • Kitchen cleaner
  • Bathroom cleaner
  • Floor cleaner
  • Glass cleaner
  • Toilet cleaner
  • Rubber gloves
  • Microfibre cloths (washed between visits)

 

If you would prefer we can supply you with cloths and cleaning trigger sprays for recurring bookings.

Feel free to book in for ‘Home Cleaning – One Time Service’ for a “freshen up” but please be aware that a one-time general clean differs from a one-time deep clean.

If you’re interested in booking a deep clean or a move-in/move-out clean, please choose ‘Home Cleaning – One Time Service’ from the booking form or within your account. Then, select the ‘Deep cleaning’ or ‘Move-in/move-out’ option accordingly.

One-time cleaning services

A deep cleaning service goes beyond the standard cleaning routine.

Our cleaners meticulously follow a comprehensive cleaning regimen to ensure every area of your space receives thorough attention and disinfection. This entails a top-to-bottom approach to prevent dust and dirt from resettling on surfaces that have already been cleaned. Additionally, they focus on intricate details such as wiping down baseboards, cleaning corners, and disinfecting frequently touched surfaces. Overall, our cleaners leverage their expertise to deliver a deep and meticulous clean.

Your cleaner will arrive equipped with all the necessary tools and products to complete the job. You simply need to ensure they have access to hot water and electricity on the scheduled day.

For added convenience, you can opt for additional services such as:

  • Cleaning inside cabinets (cabinets must be emptied)
  • Cleaning inside windows
  • Cleaning inside the fridge (fridge must be emptied and defrosted)

 

Please note, however, that we do not offer the following services:

  • De-cluttering
  • Rubbish removal
  • Cleaning of external windows
  • Moving heavy furniture to clean underneath

To ensure our cleaners can deliver the best possible service without any delays, it’s important to take a few steps beforehand.

  • Tidy up the floors, surfaces, and any areas slated for cleaning by stowing away items in cupboards.
  • Please note that our cleaners won’t engage in tidying up before the cleaning session. If the property is excessively cluttered, certain areas may not be accessible for cleaning.
  • If there are specific areas in the property requiring special attention, please inform us in advance to prevent any additional charges on the day.
  • Ensure there is access to hot water and electricity for our cleaners to carry out the cleaning effectively.

 

If you’re interested in regular cleaning services following your deep clean, we offer discounts for weekly and fortnightly bookings.

Our end-of-tenancy clean, also known as a move-in/move-out clean, is our most comprehensive service. Here’s what it entails:

  • Thorough cleaning of all reachable areas in every room
  • Cleaning the exteriors of appliances
  • Deep cleaning of kitchens and bathrooms, including descaling
  • Wiping down windowsills and skirting boards
  • Vacuuming and mopping floors throughout the property

 

We ensure meticulous attention to detail to maximise your chances of receiving your deposit back from your landlord. Additionally, you have the option to add extra services such as cleaning inside cupboards, inside windows, and inside the fridge. We provide all the necessary cleaning equipment for the job.

Please note, however, that we do not offer the following services:

  • De-cluttering
  • Rubbish removal
  • Cleaning of external windows
  • Moving heavy furniture to clean underneath

To ensure our cleaners can provide optimal service without any hitches, it’s essential to complete a few tasks beforehand:

  • Check your moving date: Our cleaners can only work in a vacant property, so it’s crucial to have moved out before the scheduled clean.
  • Ensure there are no personal belongings left behind, and all cupboards and drawers are empty.
  • Empty the fridge and defrost the freezer to facilitate thorough cleaning by our team.
  • Keep the utilities on: Our cleaners require electricity and hot water to carry out the cleaning effectively.
  • Our cleaners must be the last ones to work on your home: If any maintenance or decorating tasks are necessary, ensure they are completed before the cleaning service.

For new customers:

  • Select “Home Cleaning – One Time Service” from the service options category after entering your property details.
  • In the extras section, choose “Deep Cleaning”.

 

You can also add any additional extras to customise your cleaning package.

For existing customers:

  • Log in to your customer account and navigate to your homepage.
  • Click on “Book now” and provide the necessary information for your booking.
  • Choose “Home Cleaning – One Time Service”, then select “Deep Cleaning” from the extras category.
  • Complete the process by clicking the “Add booking” button.

For new customers:

  • Select “Home Cleaning – One Time Service” from the service options category after entering your property details.
  • In the extras section, choose “Move-in/Move-out”. You can also add any additional extras to customise your cleaning package.

 

For existing customers:

  • Log in to your customer account and navigate to your homepage.
  • Click on “Book now” and provide the necessary information for your booking.
  • Choose “Home Cleaning – One Time Service”, then select “Move-in/Move-out” from the extras category.
  • Complete the process by clicking the “Add booking” button.

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