Home FAQ

Frequently Asked Questions

We’ve made Gleem as quick and easy to use as possible, however sometimes a bit more detail is required. These are our top questions:

  • What time will my cleaner arrive?
    When you book your clean, you’ll decide which day of the week that you would like your clean to take place on. When a cleaner is assigned, they may let you know what time they plan to attend your booking; if they don’t then they will perform the clean any time between 9am and 5pm that day.
  • What do I do if my Gleem cleaner is late?
    We're sorry to hear about this and are here to help. If your Gleem cleaner has called in sick to work or has a family emergency, they will let you know as soon as they can so that they can rearrange the service with you.
  • How do I request multiple cleaners to attend together?
    Typically, just one cleaner will come to your clean, if you have a regular service (weekly or fortnightly). The exception to this rule is for larger cleans (normally one time bookings) which take a very long time - when these are booked, our normal procedure would be to send two or more Gleem cleaners in order for the service to be completed in less time and to be less intrusive for you. If you NEED to have more than one cleaner, please contact us by emailing [email protected] with your request and giving a reason for this, it will then be down to our discretion, as well as whether scheduling allows it, to send multiple Gleem cleaners.
  • What supplies do you provide for domestic services?
    If you have booked a regular service, you will need to provide the supplies for your Gleem cleaner to use. If you have booked a one time service, your Gleem cleaner will come fully equipped with all supplied needed. This handy list of supplies may help you to fill your supplies cupboard if you are providing your own supplies:
    • A variety of cloths
    • A duster
    • A long handled duster
    • Scourers (including non-scratch)
    • A magic eraser
    • Polish
    • Window cleaner spray or window cleaner wipes
    • Antibacterial wipes
    • Multipurpose cleaner
    • Bleach
    • Stainless steel cleaner
    • Hoover
    • Mop and bucket
  • How do I ask my Gleem cleaner to use specific cleaning products?
    If you have booked a recurring service, you will be providing your own supplies. If you have a one time service, your Gleem cleaner will bring a plethora of supplies. If you have any specialist supplies that you would like used, please provide these and inform the cleaner when they arrive. If you are providing all of the supplies: please let your cleaner know which of your supplies should be used on which part of the clean. They will inform the office team to add these details to your booking notes for you.
  • What is my cleaner’s name?
    For all customers with recurring services (ie weekly and fornightly cleans) we aim to provide you with the same cleaner each time. They will introduce themselves to you at your first clean.
  • How do I add instructions for my Gleem cleaner?
    We've built technology that means you can log all your important information in your online account which will then display on your Gleem cleaner’s mobile App ready for each clean. There are a few different types of information that you might want to give your Gleem cleaner and here's where to put that information:
    • How to find your property
    • Where to find your house key
    • Unlocking and alarm instructions
    • Cleaning instructions including where to find cleaning supplies
    • Information about your pets
    • Information on where to take your rubbish out
    When you've made the changes, make sure you’ve saved and then you can exit your account.
  • How do I request a different Gleem cleaner?
    For all customers with recurring services (ie weekly and fortnightly cleans) we aim to provide you with the same cleaner each time. The more flexible you can be with your service days and times, the more likely it will be that you can have the same cleaner performing your service. On the rare occasion that you would like a different cleaner to the one who has been assigned to your clean, we recommend you talk to the cleaner first to see if the issue can be resolved directly. If this is not possible, please email [email protected] and the office team will work on re-assigning someone else. Please bear in mind that your increased flexibility with your service days will make this process much quicker for you. We would politely ask for a reason for the request so that we can monitor performance.
  • My Gleem cleaner didn’t need all the time I booked?
    All Gleem cleaners are aware that they are to stay at the booking for the full duration. If they finish the tasks that have been set for them before the end of the booking, they will continue with a deeper clean. If this happens consistently, they will tell the office, and we will contact you to arrange a reduction in the cleaning duration needed. If you would like to reduce (or increase) the time you have booked, please speak to your cleaner who will let the office team know. Please note that we have a 2 hour minimum duration on all bookings.
  • How will you remind me about my upcoming clean?
    After receiving your initial confirmation email when you make your booking, you will also receive a reminder via email 3 days before your booking.
  • How do I contact my cleaner or the Gleem office?
    The first person you should speak to should always be your cleaner - they will have given you their contact details at your first clean. However if you feel it is an escalated issue then you are welcome to contact the Gleem office. Gleem is a very small, local, independent company and so we have limited resources. As our phone lines are very busy we ask that you instead email [email protected] or use the Live Chat function on our website. The office is open between 9am and 5pm on Mondays to Fridays. If you must call but do not get a response, please do not persist with calling as this will create a backlog. We aim to return all missed calls, voicemails and emails within 1 working day.
  • How do I cancel one clean or cancel all future cleans?
    Using your online account you will be able to select which individual cleans you wish to cancel; this is useful if you are on holiday or do not need your clean as a one off. You will be asked to give a reason for the cancellation when submitting it. You can also speak to your cleaner who will let the office know to cancel this off of the booking system. To cancel all future cleans, you would do this in the same way as above. You will be asked to give a reason for the cancellation when you submit - this is to help us understand how we can better our service. We will be in touch with you when we receive your cancellation to briefly ask a few details. Before cancelling all future cleans, we respectfully ask that you speak with your cleaner or the office team first as we would appreciate the opportunity to iron out any issues before you feel it necessary to cancel. The best way to get in contact with the office team is to email [email protected]
  • How do I book additional cleaning tasks?
    For recurring bookings you are free to ask your cleaner to perform whatever cleaning tasks you need most, just communicate with them to tell them what it is you feel that you need. For one-time bookings Gleem offers a number of additional extras that can be booked in addition on to one or all of your bookings. The additional extras include:
    • Ironing (priced per hour)
    • Cleaning inside fridge
    • Cleaning inside freezer
    • Cleaning inside the oven
    • Cleaning inside windows
    • Professional carpet cleaning (priced per room)
    All the prices are available on our website on the pricing page These services, in normal circumstances, should be booked in advance. If you decide on the SAME DAY as your clean that you require additional services, please advise your cleaner as they will need to inform the office team to add this additional cost to your booking.
  • How much do you pay your cleaners?
    The starting rate for domestic cleaners is £10 per hour We have in place a promotion scheme which is open to everyone. The promotion is based on performance and positive feedback from customers. It means that every 3 months each cleaner has the opportunity for a pay rise.
  • How do I give feedback about my clean?
    We are always appreciative of feedback that you can give about your clean. The easiest way to do this is by replying to the feedback email that is sent to you after your clean has been completed. The email will ask you to rate your clean as “Great”, “OK, or “Bad” - in the same email you also have the option to leave speciufic comments as to why you rated your clean in this way. We ALWAYS want the rating to be “Great”, so if you have rated it in any other way, we will investigate the situation with your Gleem cleaner to ensure that next time you feel completely happy with the service that you are being provided. For you information, each month, cleaner’s reviews help towards rewarding a cleaner of the month. They also contribute towards the cleaner’s ‘Level Up Scheme’ which gives all cleaners the opportunity for a pay rise every 3 months. Please bear in mind, the rating is for the clean itself, so if you have issues about anything else, please contact the office to address this rather than using the email rating facility as this will affect the cleaner’s chances for pay rise and promotions. If you need to give feedback about anything other than the clean please speak to your cleaner or contact the office team by emailing [email protected] If you rate your clean as “bad” - we will ask for you to send photographic evidence within 48 hours so that we can arrange for a reclean. Please note that failure to produce photographic evidence within this time will negate the Gleem Guarantee. As well as a promotion scheme for cleaners, there is also a disciplinary process, so any bad ratings will contribute towards this.
  • Do you have a referral scheme?
    We do have a referral scheme. Once you have booked a clean with Gleem you will be given your own personal Gleem referral code: you will also find this code when you manage your booking online. All you have to do is share your code with your friends, colleagues and family. When someone uses your code to book a Gleem clean they will get £10 off their first clean and you will get £10 off your next clean.
  • What makes Gleem ‘high quality’?
    We only employ only the most reliable and experienced cleaners in your area, we have a dedicated customer service team to help you, and we use a state of the art booking system to make it really simple for you to book a clean.
  • Why should I book a clean with Gleem?
    Gleem want to give your home the love it deserves and make it sparkle. We don't think you should spend your precious time searching for a trusted cleaner. So why not let us do the hard work and find you a quality, reliable cleaner who fits in around your life? We have made it easy with our 60 second online booking process.
  • How do I make a booking?
    All you have to do is fill out our secure booking form, selecting the day you’d like us to clean your home. Once you have completed your booking you will receive a confirmation email instantly. Following this, we will be in touch for final details before proceeding with your service.
  • What if I don't want to book online?
    It’s ok if you don't want to book online - we have a dedicated Customer Service Team here at Gleem! Simply open the Live Chat function in the bottom right corner of this page and let us know what you’re looking for. We can then advise on the best service to meet your needs. From there, provide your telephone number and one of our Customer Service Team will give you a call back. Don’t worry, booking over the phone doesn’t take very long as our team will take you through the same process that we use on the online booking page. This way, you can feel confident booking online next time! Alternatively, email us at [email protected] and leave your number so that the team will call you back.
  • Do I need to enter my card details to book?
    Yes. We need to take payment information to book your appointment. If you book a regular service, we will place a hold on your card 4 days before to ensure that you have sufficient funds in your account. You will not be charged until the day after your cleaning has been successfully completed. If you are booking a one off clean then we will charge for the clean before it has been completed.
  • Can I make a same day or last minute booking?
    Due to our large pool of cleaners, we are usually able to accommodate this. The best way to book a last minute service is to use our Live Chat function on the website and one of our Gleem Customer Service Representatives will be able to check last minute availability.
  • What is the Gleem guarantee?
    We guarantee that you will be delighted by the results of your clean. If for some reason you are not then please let us know within 48 hours by emailing [email protected] with photographic evidence so that we can arrange for a reclean. Please note that failure to produce photographic evidence within this time will negate the Gleem Guarantee.
  • What services do the cleaners provide?
    For regular cleaning we offer an hourly service; details of which you can discuss with your cleaner to determine the cleaning you require. For one time services we offer either a Deep clean or a Move In/Move Out. A deep clean is a thorough clean which is recommended for you if your house hasn't been cleaned professionally in the last three months. Move in/move out cleans are for people moving in or out of the property and include extra items such as spot cleaning of all walls and cleaning inside all of your cupboards. For an additional cost we also offer extra cleaning services: ironing, oven cleaning, inside fridge and freezer cleaning, inside window cleaning and professional carpet cleaning.
  • How do I know what has been cleaned?
    For regular bookings, you’ll be emailed a checklist that you can print out for your cleaner each time you have a clean: tick the items you want on this sheet, or write/agree your own for your cleaner. For one time services our cleaners work to a pre-determined checklist that we guarantee to complete before we leave your property. They work through your home, ticking off the tasks as they complete them. Once they have finished all of the tasks on the checklist they leave the checklist behind for you. These ways ensure that you can be confident that all of the tasks have been completed to the highest Gleem standard.
  • What is a deep clean?
    A deep clean is for first-time customers or customers who haven't had their home professionally cleaned in the last three months. To see what’s included in a deep clean, check our booking page.
  • Do you offer end of tenancy cleans?
    At Gleem we refer to end of tenancy cleans as ‘Move In/Move Out’ cleans because sometimes you need a really thorough clean when you are moving in or out of a new home. Our cleaners work to a checklist for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let them know.
  • Why do you charge an hourly rate for recurring services?
    We charge an hourly rate for recurring services to ensure that your are guaranteed for your cleaner to spend a precise amount of time in your property. If you ever want to increase or decrease your duration, please let them know; they will contact the office team to ensure you are charged accurately.
  • Why do you charge a flat rate price on one-time services?
    We charge a flat rate price so that you know exactly what we promise to provide, and our cleaners keep working until the job is done. One time services are much harder to accurately predict the amount of time they’ll take and we’d hate to leave because the timer is up, without having finished your clean. Your cleaner uses a checklist so you know exactly what is included in the price.
  • What cities do you clean in?
    At the moment our cleaners work hard to make Bristol and Bath sparkle. Take a look at our cities pages to see a list of the areas in these cities where we clean. If you don't see where you live on these pages just get in touch at [email protected] and we will let you know if we clean in your area or when we plan to start to cleaning there.
  • Do you offer discounts for regular customers?
    Because we price fairly, we do not offer additional discounts.
  • Do you do carpet cleaning?
    We can arrange for a professional carpet cleaner to clean your carpets at a cost of £40 per room. All you have to do is select carpet cleaning on our online booking form and how many rooms you would like cleaned and we will take care of the rest.
  • What carpet cleaning machine do you use?
    We use a number of different, high quality, professional carpet cleaning machines. Relax knowing that all are professional, high quality machines and will do a great job of making your carpets sparkle!
  • How long does carpet cleaning take?
    We estimate around 45 minutes per room dependent on size.
  • Do you perform carpet cleaning at the same time?
    We will work the duration of the clean out to include the time for the carpets to be cleaned.
  • Can I walk on the carpet immediately?
    No, please let the carpets to dry for at least a few hours (overnight if possible) before walking on them.
  • How do I redeem a discount code?
    It's easy, all you need to do is include the code on the booking form when asked and the discount will be removed from your booking instantly.
  • How do I pay?
    We take your credit or debit card details at the time of booking however we will only collect payment after your cleaning service has been performed. We accept all major credit cards (including American Express) and debit cards for payment
  • When will my card be charged?
    If you book a regular service, your card will not be charged until after your cleaning has been successfully completed. If you are booking a one off clean then we will charge for the clean before it has been completed.
  • Is my card payment secure?
    Our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on www.stripe.com
  • Will I be charged if I cancel my booking?
    If you cancel your recurring clean within 48 hours of the scheduled time, you will be charged a cancellation fee of £40. If you cancel your one time clean within 48 hours of the scheduled time, you will be charged the full cost of the clean.
  • Do you have insurance?
    Our £5 million in comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.
  • How much insurance do you have?
    We have £5 million public liability insurance. We also insist that each of our cleaner teams have their own insurance too. That way you have total peace of mind that your home and belongings are protected. If you have any questions about our policy please email [email protected].
  • Do I need to be home for my booking?
    You don't need to be home whilst we clean your house - please discuss with your cleaner how to access your property if you won’t be there to let them in. On your first clean with Gleem it is advisable that you are there to meet your cleaner so you can show them around your property and point out any areas that you would like us to focus on but we understand that isn't always possible.
  • Can I leave my keys with my cleaner?
    Of course, please feel free to discuss key logistics with your cleaner.
  • What is your recruitment process?
    We hire only the most motivated, reliable and experienced cleaners in your area. To be accepted as a cleaner for Gleem all our candidates must undertake a rigorous selection and recruitment process. The first stage is a telephone interview, followed by a second stage test clean with a face to face interview. If they pass these we will perform a reference check before hiring.
  • Can you provide a replacement cleaner if my cleaner goes on holiday?
    Your cleaner will need to take a well deserved holiday from time to time and when they do they will communicate this with you so that you can reschedule. If you are unable to wait until they return, please contact the office by emailing [email protected] who will attempt to find you a replacement cleaner. The more flexible you can be with the days you are available, the more likely this will be. We advise that you are at the property for this clean as key transfer between you normal cleaner and current cleaner can sometimes not be possible.
  • Are Gleem cleaners well looked after?
    We are a close knit team here at Gleem and we have got a close relationship with all of our cleaners. We pride ourselves on allowing our cleaners to work flexibly and we pay more than other cleaning companies do with a clear promotion scheme in place to reward those with the best performance.
  • What is the minimum amount of time I can have a week / fortnight?
    The minimum amount of time you can have a week/fortnight is two hours. You can discuss with your cleaner the best way to use the 2 hours, which can include ironing.
  • I have children and/or pets, how will the cleaner be able to work in my chaotic home?
    By discussing with the cleaner at the initial meeting all your requirements, our cleaners can perform wonders in the most chaotic of houses!
  • What kind of ironing service do you provide?
    Our ironing service is purely an add on to your clean. Whilst we are happy to iron anything that you require, we are not specialized in this service.
  • Can I change the cleaning tasks from week to week?
    It's entirely up to you what tasks your cleaner carries out at each clean, some clients want the same things done each week, others like to have a special job done periodically and others have a monthly rota. As long as you speak to your cleaner and they understand what is required of them then that is fine. However, please ensure that the tasks you set are achievable in the allotted time.

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