Frequently asked questions

Can cleaners access my property if I am not there?

A lot of clients prefer to have their homes cleaned when they are out. For this reason, we set up keyholding.

When it comes to keyholders, the choice is completely yours. Many of our clients work long days and the convenience of the cleaning being done while they are out of the house works best for them. In these instances, many satisfied clients choose to make their dedicated cleaner a keyholder. Many of our older clients also prefer to make their cleaner a keyholder too, this benefits their lifestyle as they do not have to be disturbed by a knock at door.

What contract am I tied into?

All Dolly Char domestic cleaning contracts are secure and flexible. We will not end our services with you unless on mutual agreement and we will always try our best to cater to your requirements. Should you have a change in circumstance and wish to cancel your domestic cleaning services you can do so by providing us with 30 days notice in writing.

What happens if my cleaner doesn’t turn up?

If you were to privately hire a standalone cleaner and they do not arrive when they should there isn’t much you can do other than try to arrange a new cleaner. But this can put you back to square one and leave you without a cleaner for some time. Unfortunately, instances will occur where cleaners do not turn up for jobs, are unable to, fall ill or have unforeseen commitments.

Arranging your domestic cleaning through Dolly Char eliminates this issue by endeavoring to find a replacement cleaner as quickly as we can.

Contact your personal agent to explain the situation and another cleaner will be sent on your request. We endeavor to cover for illness or holidays within 72 hours of being notified of the cleaners absence. No more going back to the drawing board and having to search for a new cleaner yourself. Save yourself the hassle and time of seeking a new cleaner by using Dolly Char’s cleaning agency.

What insurance is provided?

To set your mind at ease we provide public liability cover whilst and cover your, while a cleaner is fulfilling their duties in your home. All of the domestic cleaners are also vetted to the highest of DC standards meaning you’re covered on all angles should the worst happen. Some cleaners also provide their own insurance to cover themselves, which is an additional protection to public liability or your own home insurance. Speak to your local Dolly Chat team for more information on insurances.