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Some Frequently Asked Questions
Q: How does SelClene work and what do I do if the cleaner does not show?
- We select a cleaner for you from our database of cleaners whom you then employ direct.
- Your membership fee covers the recruitment, interviewing, selection and appointment of cleaners and gives you access to a replacement cleaner upon demand.
- You’ve probably employed domestic staff before and may have found that sometimes a cleaner does not turn up or that the relationship between you and the cleaner does not work out. With our agency, you simply call us and we can send you another cleaner within days.
Q: What background checks are done on the cleaner?
- Every cleaner comes with references from former employers, which we check. You get a copy of these. We also accumulate additional references from their existing SelClene clients once they have been with us a while.
- We check proof of identity by requiring a passport, birth certificate or some other form of ID, so we know they are who they say they are.
- We also require proof of address, such as a gas bill or telephone bill, so we know they do live at the address they give us.
Q: How soon can I have a cleaner start?
- If you require a cleaner, call us on 01424 445 111 or freephone
0800 064 0513 and we’ll visit you by appointment to register you with the agency.
- Allow a few days to book the appointment with us, after which it takes 1 - 5 days for a cleaner to be allocated to you.
Q: What happens if the cleaner does not turn up or I go away?
- If you miss any cleaning, say due to changeovers, periods when you or your cleaner are on holiday, or on account of the cleaner being ill, you can claim a
No Charge Period for time missed.
- We provide you with Worker Earnings Receipts to log hours worked and money paid to your cleaner. If there are gaps, send us the receipts and we’ll adjust your account to reflect any time missed.
- The SelClene Time-Line is optional but recommended. With Time-Line we can reconcile the EXACT hours your cleaner has worked. We can even tell if a cleaner is absent from your home when they should be there, enabling us to follow the cleaner up before you’re even aware they’re late or absent!
Q: What do I do if the cleaner is no good?
- Tell us and we will allocate a replacement.
- Please allow five working days for a replacement to be put forward.
Q: Is there insurance cover for damage done by the cleaner?
- We cover for major damage over £100 (e.g. damage to a carpet or a valuable ornament).
- You are responsible for the first £100 of any claim.
- Bleach spills are not covered and you should discourage your cleaner from using bleach, especially in carpeted areas.
Q: Can you supply references on your cleaners?
- Each cleaner comes with two written references, one of which should be for previous cleaning work.
- Once a cleaner has been on the books for a while, we will obtain feedback from their other SelClene clients. Whenever we put a cleaner forward we post you a printout of all their references automatically.
- Regular service calls and client surveys ensure we obtain plenty of additional references on a cleaner from their existing or former SelClene agency clients.
Q: What do I do if I want to terminate?
- Your contract continues up to the end of each quarterly payment period - so the minimum term is one quarter.
- 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 one months notice, to take effect at the end of a quarterly payment period. You must cancel your mandate direct with your own bank at the same time.
Q: What training do you give your cleaners?
- We put all the cleaners through a basic two-hour course stressing the importance of Honesty (e.g. when completing their time sheets) and Reliability (e.g. turning up on time and not letting you down).
- We also train in colour coding & hygiene - this is where we encourage the use of different colour cloths (which we supply the first set to you free) to differentiate between toilet areas and kitchen / food preparation areas.
- Once you take a cleaner on, however, they become your direct employee. You will need to train them in the use of your own equipment (e.g. emptying the vacuum cleaner) and make sure they are familiar with your particular requirements. We provide a Task Sheet for this purpose.
Q: Who is SelClene?
- SelClene stands for ‘Selected Cleaners’. Founded in 1987, in Maida Vale London, we now have over 10,000 private domestic householder clients.
- We are a franchise whose Head Office is based in Hastings, East Sussex.
- Nationally we have 105 franchised areas, from Newquay in the South to Inverness in Scotland.
Q: How can I contact you to get started?
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