FAQs

Below are a list of our most frequently asked questions. If you can’t find an answer to your question feel free to contact us.

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FAQ list


 How does Top Banana Cleaning work?

Top Banana Cleaning is a scheduling service, that matches our clients with reliable, efficient and experienced local cleaners.  Our on-going customer service sets us apart from other companies, which is why we often have a waiting list in place.  

All Top Banana Cleaners are personally interviewed, reference checked and English speaking.  Once you have completed our online ‘book a cleaner form’, we will get in touch to discuss your requirements and options such as term time only cleaning.    When we have availability that could be appropriate, we will contact you arrange a suitable time for your welcome visit.  During this meeting we will clarify your cleaning needs and ensure we have matched you with the most appropriate cleaner.

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 How much does it cost?

Your cleaner will be a self-employed individual, you pay them directly £10 per hour, by cash or direct transfer on the day of the clean.  Many clients recognise that their cleaner is dependent on their cleaning income, therefore in the event of a client asking to cancel a clean choose to still pay their cleaner for the time they would have had.

You pay an Administration Charge of £2.50 per hour to Top Banana Cleaning which is collected using GoCardless, a secure online payment system.  The admin fee is collected a week in arrears so that if your clean is cancelled and we do not reschedule it for you, you do not pay the Administration Charge on that clean.  

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 What does the administration charge cover?

  • Finding a reliable, efficient and experienced cleaner is a time-consuming business. We take all the stress out of this for you using our bank of local cleaners to match their skills, location and availability to your exact requirements.
  • All Top Banana Cleaners are personally interviewed during which we check their ID, right to work and referencing to ensure their suitability.
  • We take care of all the scheduling and logistics, taking care of all the liaising with your cleaner on your behalf.  This means should any matter need addressing, however big or small, it does not create more work for you. Just get in touch and leave the rest to us.
  • We create a job sheet so that on arrival at your property your cleaner is already briefed on the location of key equipment and your requests.   This also serves as ongoing reference in the event of you needing cover.
  • Our cleaners have access to our mobile app to access their schedule and job notes.  This also contains a ‘check in & out’ facility.
  • If your cleaner is sick or on holiday, subject to availability, we will endeavour to reschedule your clean with another suitable cleaner.
  • We keep in touch with all our cleaners and clients  to ensure that the Top Banana Standard is maintained.
  • If you choose to give your cleaner access to your home when you are not there, we record this using a unique code meaning the key is only identifiable to you and your cleaner.
  • We check that your cleaner has personal liability insurance to cover accidental breakages or damage.  Please note this does not cover reasonable wear and tear.

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 Where do we cover?

We are based in Haslemere and cover Liphook, Fernhurst and Hindhead.

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 What time will my cleaner arrive?

When confirming your booking we will give you an estimated arrival time for your cleaner.  Your cleaner may reasonably arrive up to 15 minutes either side of this time due to changes in travel times.   If your cleaner is likely to arrive outside of this window, we ask them to contact us so that we can let you know.

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 What do I do if my cleaner doesn’t arrive?

All Top Banana Cleaners are asked to notify the office if they are running late, so we can immediately get in touch with you.  If circumstances beyond the cleaner’s control prevent the cleaner from being able to attend, we ask the cleaners to notify us immediately so that we can let you know.  If your cleaner has not arrived, and we have not been in touch, please get in touch so we can find a solution straight away.

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 Can I give my cleaner a key?

All Top Banana Cleaners go through a thorough reference checking process, so you can trust them to clean your home whilst you are out.  If you want to give your cleaner a key we will log it on our system and tag the key with a unique code, ensuring there is no personal information on display.  Alternatively, you can leave your keys somewhere safe, we recommend the use of a key safe.  We will discuss this with you during your welcome visit, if you need to subsequently change your access arrangements, just get in touch and we will coordinate the necessary arrangements.

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 What if I need to cancel a clean?

Just get in touch and we will contact your cleaner to let them know.   We will do our best to reschedule so your cleaner does not loose income.

If you have a holiday planned and do not want cleaning during this time, please let us know in advance and we will add this to our scheduling.  We ask you to give at least 48 hours’ notice if you need to cancel your scheduled clean, however we understand that this is not always possible in the event of illness.   Many clients recognise that their cleaner is dependent on their cleaning income, therefore in the event of a short notice cancellation many clients choose to still pay their cleaner for the time they would have had.

If you regularly cancel your cleaner at short notice, we reserve to reallocate your cleaner elsewhere.

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 What is included in a standard clean?

In our experience there is no such thing as a standard clean as every house is different and clients have different priorities.   To see what can be included in a Top Banana Clean, please see the Top Banana Standard page of our website.

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 What cleaning products do I need to provide for my cleaner?

All clients need to provide a mop, toilet brush and vacuum cleaner (plus an iron & board if ironing is required).

To complete a clean to the Top Banana Standard your cleaner will need the following items:

*These items are included in our cleaning kits. At £37 for our ECO pack, they offer a saving on the standard retail price.

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 Can I make special requests?

Of course!   When you book you will receive a welcome visit or phone call to talk through all your cleaning requirements.   After your cleaner has started, if you would like any special instructions adding to your booking just get in touch and we will ensure this is added to your job sheet and your cleaner informed.

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 Will my cleaner do the washing up?

If there is washing up left out, then your cleaner will wash up or load the dishwasher.  They will also put away any clean items left on the side.   However large amounts of washing up can heavily eat into cleaning time, so please bear this in mind when deciding how long your cleaner will need to clean your house.

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 Will my cleaner do ironing and laundry?

If you would like a cleaner who will also do ironing and laundry this is no problem.  Just mention it on your online request form or during your welcome visit/ phone call and we ensure that enough time is allocated for this.

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 Is there anything the cleaner will not do?

During a regular weekly clean Top Banana cleaners would not undertake deep specialist cleaning, such as oven or wood burner cleaning, carpet cleaning, mould removal, upholstery cleaning or shower glass restoration.

For health and safety reasons, your housekeeper does not offer the following services:

  • Lifting items over 25lbs
  • Dusting and vacuuming of surfaces outside of normal reach
  • Cleaning pet messes and heavily soiled areas, including changing cat litter trays
  • Cleaning of mould and biohazardous material, including blood and body fluids
  • Deep stain removal
  • Landscaping and/or gardening work
  • Cleaning of garages and patios
  • Extermination (insects, rats etc.)
  • Pet care
  • Cleaning the outside of windows.
  • Please note, your cleaner is never able to work at height, so must not be asked to use a ladder or step ladder.

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 Is my cleaner okay with pets?

During the interview process we check whether our cleaners are comfortable in homes with pets.  When we match you with a cleaner we will take this into consideration to ensure we find you the perfect cleaner.  If there are specific instructions relating to this, such as ensuring certain doors are left closed then just let us know during your welcome visit or phone call.  If you get a pet after your cleaner has started, please get in touch to let us know and we will ensure this information is added to your job sheet.

Please note: Your cleaner will not feed, clean, walk or care for your pet.

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 How can I contact you?

Our phone is monitored 7am to 4pm Monday to Friday.  Outside of these hours please email and we will answer your query within working hours.   If you are a prospective client, please make contact via the Book a cleaner form on the website.   If you are a cleaner looking to work as a Top Banana cleaner, please complete the online application form.

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 How does insurance work?

In the unlikely event that your cleaner causes any damage/breakage in your home, you need to inform us within 48 hours of your cleaner’s visit for us to be able to help.  Please provide proof of damage, including photos & full details of the damage/breakage. We will then liaise with your cleaner on your behalf, to confirm whether they are responsible for the breakage, and if so, ask them to cover the cost.

Your cleaner is a self-employed contractor and must have their own insurance to cover such incidents.  We ask all our cleaners to provide us with a copy of their policy schedule.

Please note that your cleaner would not cover the cost of general wear and tear caused by normal cleaning.

If we are unable to reach a resolution with your cleaner, your next port of call would be to contact your home insurer to claim through them.   We recommend reading your policy schedule first.

The Top Banana insurance policy is there to cover situations where I am cleaning personally but does not cover damage or breakage caused by self-employed cleaners.

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 What happens if my cleaner goes on holiday?

We ask that all cleaners give at least a month’s notice for any planned holiday where possible.  We will then contact you to let you know the dates your cleaner will be away and discuss the arrangements you would like made.  Subject to availability we may be able to reschedule cleans with a substitute cleaner, however this is subject to availability and not guaranteed.  If your regular cleaner has keys to your property, they will hand those into us for safe keeping before they go away.  If you would like us to arrange a substitute cleaner, we recommend the use of a key safe for passing over keys.

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 What happens if my cleaner is unwell and unable to clean?

We ask that all Top Banana Cleaners give reasonable notice if they feel unwell.  In reality, this may be the night before or the morning of your clean.   In this situation we would contact you to let you know that your cleaner is unable to attend.  Subject to availability we may be able to reschedule cleans with a substitute cleaner, however this is not guaranteed.  If you would like us to arrange a substitute cleaner, we recommend the use of a key safe for passing over keys.

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 Can you provide commercial cleaners?

We specialise in providing domestic cleaners to work in our client’s home.  In some situations we can provide office and retail cleaners. Monthly statements are also available on request. Please get in touch for more information.

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 Can cleaners provide end-of-tenancy or after-builder cleans?

Top Banana Cleaning working with specialist firms who are able to offer end-of-tenancy/after-builder cleaning, including carpet and oven cleaning.  Please get in touch to send us your details.  Please note these cleans are often only available at the weekend.

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