Frequently Asked Questions

What happens if I move house?

Serna Services will continue to provide the same cleaning if the address is within our covered area of Greater London.

Do I have to stay at home during the cleaning?

No. Our cleaners are experienced and fully vetted to allow you to leave them cleaning alone in your house.

Will Serna Services be able to offer a temporary cleaner if the regular cleaner is on holiday?

Yes. Serna Services will always let you know in advance and arrange a temporary cleaner to cover when necessary.

Do I need to pay extra if I want a cleaner at the weekend?

You may be charged a different rate depending on your area.

Do I have to supply my own cleaning materials?

Yes. The  majority of our customers prefer their own products to be used. This system also helps to prevent any germs spreading from home to home.

Can I change my cleaner if I am not happy?

Yes. This is absolutely at the discretion of our clients and we will do whatever is in your interest to keep you happy at all times.

How often can you clean?

We will offer cleaning on the following basis:Daily,Weekly,Monthly,One-off cleans,Beginning/End of Tenancy,Spring Clean

Are you insured?

Yes. We are fully insured for employer’s liability (up to £10 million), public liability (up to £5 million) and product liability (up to £5 million).

Can you provide references from previous customers?

Of Course, full references are available on request.

Can I specify the day the housekeeper comes?

Yes. The hours/days are tailored to your needs. We will make every effort to supply you with a cleaner for the specified time.

Who pays the cleaner, you or I?

We will take control of everything and will only send you an invoice once the project is completed.

How long will it take you to supply my cleaner?

We try to supply you with a suitable cleaner within 24 hours. Sometimes it may take a little longer depending on where you are and which days you require.

Are there any restrictions placed on what the cleaner can clean?

Yes. The cleaner will not perform any deep or specialized cleaning of any antiques, delicate or valuable items. Window cleaning must also be requested specifically.

What about damages?

Serna Services is fully insured for such occurrences. We will of course treat your home or office with the greatest amount of care to prevent any accidents from occurring. Should any damages occur whilst we are cleaning your home, we will replace or repair the item.

Will I have the same cleaners every week?

Yes. Providing you are happy with your cleaner and they are not on holiday. We will ensure that you have the cleaner of your choice continuously.

Can my cleaner come when I am at work?

Yes. You can leave a set of keys with your cleaner, should you wish to do so. It is not necessary that you are in your property when the cleaner is working. 90% of our cleaners hold keys for our clients’ homes.

Are there a minimum number of hours per visit?

Yes. We require 3 hours minimum per cleaning visit to maintain a good cleaning standard.