Soft Wren Cleaning — FAQ

For regular weekly or fortnightly cleans we can usually fit you in within five to seven days. End-of-tenancy and deep cleans are busiest around month-end and during the summer moving season, so giving us two weeks' notice helps us lock in the date and time you want.

Yes. Let us know at least 48 hours before your next scheduled visit and we will rearrange. If your preferred new day is already full that week, we will offer the closest available slot and move you permanently from the following week.

Cancellations with 24 hours or more notice are free. If you cancel with less than 24 hours' notice, or if we arrive and cannot gain access, we may charge up to 50 per cent of the agreed session price. We have already turned down other work for that time slot, which is why the policy exists. Emergencies are handled case by case.

We offer Saturday morning slots for domestic clients. Sunday work is available for commercial clients by arrangement. Weekend bookings are priced the same as weekday ones; there is no surcharge.

Not at all. Many clients leave a spare key with us, set up a key safe, or give us a door code. All our cleaners are DBS-checked and covered by public liability insurance. We lock up when we leave and send a short message to confirm the job is done.

For day-to-day surfaces we use a plant-based, biodegradable multi-surface spray and a separate bathroom cleaner from the same range. Microfibre cloths handle most dusting and polishing. For tougher jobs (oven interiors, heavy limescale, mould) we use targeted commercial-grade products, applied carefully with good ventilation. If you have allergies or preferences, tell us during the consultation and we will adjust.

No. We bring our own vacuum, mop, cloths, sprays and bin liners. The only thing we ask is access to running water and a power socket for the vacuum. If you have a specific product you want us to use on a particular surface, leave it out and we will use it.

That is the plan. We assign a primary team of two to each regular client. If someone is off sick or on holiday, we send a replacement from our existing pool rather than a stranger. Your checklist notes travel with the booking, so the stand-in knows your preferences.

It covers every room type: kitchen (hob, sink, worktops, splashback, exterior of appliances, floor), bathroom (toilet, shower or bath, basin, mirror, tiles, floor), bedrooms (dusting, vacuuming, bed making if requested) and living areas (surfaces, skirting boards, light switches, vacuuming or mopping). Deep cleans add items like inside ovens, window tracks, behind furniture and radiator grilles.

We base quotes on four things: the number of rooms, the type of clean (regular, deep or end-of-tenancy), the current condition of the property, and how often you want us. A quick phone call or a few photos by email are usually enough for us to give you an accurate estimate. The final price is confirmed in writing before we start.

We are currently below the VAT registration threshold, so our prices do not include VAT. If that changes in future we will update our pricing page and notify existing clients in advance.

We invoice after each session (or monthly for contract clients). Payment is by bank transfer within seven days. We do not take cash on site and we do not currently accept card payments at the door.

Yes. We carry public liability insurance that covers accidental damage to your property during a cleaning session. If something goes wrong, report it to us within 48 hours so we can investigate and, if appropriate, file a claim. We will share policy details on request.

Contact us within 24 hours and we will send a team back to address the issue at no extra cost. We review checklist feedback after every visit, so problems are rare, but when they happen we want to fix them quickly. If the same issue recurs we will reassign your booking to a different team.