Frequently Asked Questions and Answers

These are the questions most commonly asked by our customers and prospective customers. If you do not find the answer to your question, please feel free to email or call our sales on 0203 780 3330 EXT 2.

How Much Will It Cost To Clean My premises?
Every site is unique, and every cleaning fee is individually based. Things that will affect the pricing estimate include the size of your business, footfall, number of chairs, number of bathrooms, how often you want us to clean, etc.

We have a standardised formula for calculating each individual cleaning estimate. If you would like to see what kinds of information is gathered to estimate your site cleaning fees, simply complete the form (link) for an online estimate or call for an appointment.

Will All Visits Cost the Same Amount?
The first visit usually costs more than subsequent visits. Generally, it takes additional cleaning tasks to get the home up to STOT Quality Cleaning Services’ standards.

After the initial service, your business’ cleanliness can be easily maintained with our regular visits. Regular visits are charged a flat fee. You will receive an estimate for both the initial cleaning and the regular cleanings up front. Once the initial site cleaning has been completed, we will confirm your regular cleaning price.

Do I Have To Be On Site When STOT QSC Cleans?
It’s up to you. If you choose to provide us with a key to your site, rest assured that your security is our highest priority. Only the company owner and/or office manager can access the client key safe.

Operatives are given the keys for each cleaning appointment before they leave the office each day, and must turn these back in to management before they are allowed to leave the office each evening. These keys are returned to the key safe until the next cleaning appointment, that is if the cleaning is not regular.

Do You Guarantee a Day and Time for My Cleaning Appointment?
STOT QSC ordinarily guarantees a specific day for your cleaning. We can tell you approximately what operatives will arrive.

Our teams generally clean sites between 5:00 AM and 9:00 AM. Occasionally, the team may need to stay past 9:00 AM to complete the job. For evening jobs, these can run overnight

What If I Need to Reschedule a Cleaning?
Simply call our office prior to your cleaning day. We require a minimum of 48 hours notice to reschedule your cleaning. Unlike the airlines, we do not overbook our schedule.

So, if you need to reschedule a cleaning without proper notice, we will not have enough opportunity to fill the schedule with another client. This decreases the operative’s pay. Without consistent wages, we cannot retain the best talent to clean for you. Thus, respecting our procedure for rescheduling helps insure you will get the best service possible.

Please be sure you understand STOT QSC’s procedures for rescheduling and cancelling visits. We do have a cancellation policy and will assess a cancellation fee if necessary, although we want to help you avoid incurring these fees!

What If I Accidentally Lock STOT QSC Out on My Cleaning Day?
Just as with rescheduling fees, if you lock the team out on a cleaning day, you will likely be assessed a lock-out fee.

Please be sure you understand STOT QSC’s lock-out fees. We want to help you avoid incurring these additional fees!
Most of our clients either provide us a key or hide one on the premises on cleaning day.

What Should I Do About My Security/Alarm System on Cleaning Day?
If you have a security system, please make necessary arrangements to give us access to your home on your scheduled day. Some clients establish a guest or temporary code for their STOT QSC team.
What Should I Do With My Pets During the Cleaning?
Please advise us if you have pets and provide any information regarding your pets that we need to know. Though not a requirement, we prefer pets to be restricted from the areas we clean, to allow us to clean your home better and more efficiently, however we are pet friendly.
Are My Valuables Safe with STOT QSC?
If you have any special valuables, heirlooms or irreplaceable items, please put them away or instruct us not to touch them.

A closed door or drawer is your signal to us that you do not want that area cleaned. STOT QSC carries all the necessary insurances in the event of any damage.

How Shall I Pay for My Cleaning?
You may pay by Direct Debit, cheque, money order or online. Payment invoiced as per agreement. It can also be due at time of service but for regular cleaning requirements, arrangements can be made for you to schedule a particular day of the month.

If you do not intend to be at home at the time of service, you may choose to either leave a cheque on the kitchen counter the morning of your cleaning or visit the bank the same day if that’s the agreement.

We usually recommend direct debit and online banking. Cheque Policy: For your convenience if your check is dishonoured or returned for any reason, we will electronically debit your account for the amount of the check plus a processing fee of £15.00 or what ever amount the bank may be charging at the time.

How Do I Know I Can Trust Your Staff?
We pride ourselves on attracting the best talent available. Combining hourly wages and bonus programs we offer some of the best pay in the industry – to insure we have the finest operatives, we screen our operatives carefully, we train meticulously, we inspect relentlessly and we insure adequately. We do all this so that you can trust us with the care of your premises.


Do I Need to Provide Cleaning Equipment or Supplies?
We provide all cleaning solutions and state-of-the-art equipment, so you never need to worry about replenishing your supply for our operatives but if you need to cut cost, we also have that option where you can provide the chemicals and equipment.

If you have special cleaning products you want the maids to use, please be sure to discuss this with the STOT QSC line manager in advance, so that we can properly instruct the team.Further to the above, we need you to provide us with COSHH (Control of Substances Hazardous to Health) data sheets, a folder to keep them and a lockable cleaning cupboard whether you are providing the chemicals and equipment or not.

What Is Mildew and How Can I Get Rid of It?
Mildew is a parasitic fungus. It requires moisture, warmth and a food source to exist. It reproduces itself by growing microscopic spores in enormous quantities.

These spores are always present in the air and spread via normal air currents. A spore lies dormant until favourable moisture and temperature conditions allow it to germinate. Mildew thrives in warm, moist areas that have poor air circulation. In the average premises, mildew is typically found in the bathrooms. Corners, cracks and crevices of the tub, shower, sink or toilet are the most common areas infected. It ranges in colour from a pinkish-orange to black.

STOT QSC team will be able to impede the growth of mildew by removing the built up food sources that it lives on, such as soap, skin, hair, etc. However, as long as moisture and warmth are present, the spores will immediately germinate and mildew will again begin growing on the host area.

To stop the growth of mildew, the area must be kept dry or it must be chemically treated to make it an undesirable environment for the spore to germinate. Chlorine bleach and Dettol Mildew remover are a very good sanitiser to use on an infected area. To reduce the pungent odour, the bleach can be diluted up to 50% with water.

The most practical application method is to lightly spray the area, although it can be wiped or sponged on. It is not necessary to saturate the area or to treat uninfected areas. Leave the bleach in contact with the surface area for at least an hour. Rinse any area that you will touch in later use. Repeat the application on a bi-weekly basis or when mildew reappears.

We hope the above discussion explains why mildew is such an on-going maintenance challenge. Working together, however, it can be controlled.

Do You Send an Individual or a Team Of Operatives?
STOT QSC has DBS / background-checked employees. They are broken into 1, 2 and 3 person teams. We most often send a 2-person cleaning team depending on the size of the premises and the client’s personal preference.
What is Your Cancellation Fee?
All cleaning services can be cancelled up to 24 hours prior to the scheduled service agreement.

If the customer decides within the 24 hour time limit, STOT QSC will charge 50% of the cost of the cleaning. Contracted cleaning is a different case all together. We will require three months notice but this depends on circumstances of the cancellation and depends on the terms of agreement.

Payment Policy:
Payment is due on the day of each scheduled cleaning if no prior arrangements were made at the start of offering our services, Please use BACs payment. Slips will be provided by line managers.
VAT and other taxes;
Tax on services is required and a 20% tax will be added on to your bill. If you have a certificate of exemption on sales tax, you will need to let us know prior to your initial invoice.
Late Fee:
If no payment is made within the terms of agreement, a late fee of £25.00 will be charged per week.
Returning Cheque Fee: A £15.00 fee will be charged for any check returned by the bank depending on the bank charges at the time. We will make it a point to update you on the standing fees at the time.
Lockout Fee:
If the team is unable to enter your site due to the customer’s fault (double bolt locks, animals not contained, or if the team is turned away at the door of a regular scheduled cleaning) there will be a lockout fee assessed in the amount of ½ your regular cleaning price.
Collection Fee:
In addition to any amounts owed to STOT QSC, you agree to be responsible for all reasonable collection and attorney’s fees we incur in seeking to balance your account. Please provide any additional information that will assist us in providing you with a custom cleaning estimate. List the areas that bother you the most, custom cleaning requirements, or any task that requires special attention. A Clean Business is Healthy and helps to keep staff happy.