Helping Hands - the complete home help service
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Frequently asked questions
1. Are you able to visit every potential customer?
It is not practically possible to make visits to every potential customer, however in certain circumstances (eg. Where a potential client is elderly or vulnerable or the client is not sure what will be required) a visit can be arranged.
2. How long does it take from initial instruction for a regular arrangement to be set up?

We endeavour as much as possible to ensure that arrangements are set up as quickly as possible, however if you are able to give a little notice of when you require an arrangement to start it is helpful.

3. Will I be able to specify a set day and time?

Everybody has commitments so yes, you can specify a set day and time. However, the more flexible you are the quicker your arrangement can usually be made. Once agreed you will then have the same day and time every visit.

4. Are you fully insured?

Yes!

5. Do you send the same member of staff every time?

One member of staff will be allocated to you at all times except of course in cases of holidays or sickness or the member of staff leaves.

6. What happens if my regular cleaner is sick, on holiday or leaves the Company?

In this situation, providing you are happy to accept, a replacement member of staff will be sent to you to cover the period of absence or as a permanent replacement if your regular member of staff leaves.

7. How do I pay?

Unless a previous agreement is made at the initial setting up of the arrangement, invoices will be sent to clients after every 4 visits or monthly (which ever is sooner) and payment can be made by¬ cheque, by electronic banking or if agreed with Helping Hands Office, your regular member of staff can collect cash from you.

8. How are staff recruited and how will I know that they are honest and reliable?

Initially an interview is held over the telephone or an application form sent out to applicants. If at this stage the applicant is potentially suitable, they are invited to attend a more extensive interview where references will be requested. The references are then taken up and if they prove to be satisfactory that person will be employed on a 3 month trial basis.

9. What would happen if I was not happy with the member of staff I was sent?

If you are neither satisfied or comfortable with your allocated member of staff, we can arrange for you to have somebody different.

10. How much notice is required for a cancellation

24 hours notice.

11. How can you guarantee the standard of your work is always high?

Honestly! We can’t!
However we can with your help assure you that any complaints are taken very seriously by both Helping Hands and its staff. A great deal of effort is put into ensuring clients receive the best possible service there is and our reputation is totally dependant on what clients say. Therefore, IF you consider the service you receive deteriorates PLEASE telephone the office straight away so that we can put it right.

12. If I was absent from my property while a member of staff is present and somebody comes to the door, what measures do you have in place for my security?

Helping Hands staff do not allow anybody access to your property unless they have been specifically advised by yourselves or the office. Unless authorisation is received from you, the caller will be refused access but will not be told that you are absent from the property merely that you have popped out.

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