Frequently Asked Questions
We’ve put together some of our most frequent questions from clients. If you still can’t find what you need, please get in touch with us.
Looking to join the team? Check out our Team FAQs.
We don’t have a minimum call-out we fee. We book 2-hour slots to ensure we can provide a quality clean.
Of course, firstly all of our team have years of experience. Additionally we are member of BICS (British Institute of Cleaning Services). This is the largest independent, professional educational body within the cleaning industry.
At the end of the shift, the team will complete a timesheet on their app and ask you as the supervisor to sign it to confirm the hours – just like you would a delivery driver. This is automatically submitted to us to process. For large teams, we will provide a paper copy as we feel that would be a lot easier for you than signing every individual submission.
We have a dedicated management team ensuring that our team shows up as expected. In fact, last year we had a 99.5% success rate. It is impossible to guarantee everyone will be fit and healthy on the day, so we take the necessary measures required to ensure we have support and backup, including a morning message to check that everyone is set and a live check-in to make sure everyone is there on time.
Our team members are incentivised to arrive early and where possible our managers will be on-site to meet them and introduce you to them. Where possible, we also have extra people on standby just in case, who are willing and able to step in to help out if anything does happen (or if you just need an extra pair of hands on the day).
Of course, we ensure the staff are always willing to work at least an extra hour after the proposed finish time of the shift – in fact, it’s part of their contract. However, if you do need them to stay past that, then please just ask. They are usually more than willing to help where they can. The timesheet acts as a way of recording any variation to the original shift so we can adjust payments accordingly.
Our priority is the growth and professional development of our team, even if that means seeing them move on to new opportunities. If you are a good fit for each other, then we are very happy to discuss them moving to your employment. For costs involved please contact matt@twggroup.co.uk.
We pride ourselves on our honesty, on the rare occasions we’re unable to help, we’ll always tell you if we’re struggling in good time to give you the opportunity to look elsewhere. As far as we’re concerned we’re working together, so would far rather help you find support elsewhere than see you struggling on the day.
