Frequently Asked Questions
Your questions, answered with honesty and care.
Frequently Asked Questions
Complete transparency, exceptional standards, genuine care.
General Information
Where do you operate?
We currently serve Crawley, Horsham, East Grinstead, Haywards Heath, and surrounding areas across West Sussex and parts of East Surrey.
If you’re outside of these areas, we may still be able to help — please get in touch with your postcode and we’ll confirm availability.
Are you insured?
Yes. We are fully insured with comprehensive public liability, key-holding, and accidental damage cover for your complete peace of mind.
Every staff member is fully vetted, background checked, and personally trained before entering any client’s property. We maintain strict confidentiality and adhere to data protection and privacy protocols.
Do you provide all products and equipment?
Yes — we supply absolutely everything required for your clean. Our equipment includes hoovers, mops, buckets, microfibre cloths, polishing pads, carpet cleaners, spot washers, and professional-grade tools. All products used are DEFRA-approved, eco-conscious, and pet-safe, chosen for both performance and safety.
Our clients never need to provide a single item unless they prefer a specific brand or have particular product sensitivities, in which case we’ll happily accommodate your request.
Our Standards & Hygiene
What makes your hygiene standards different from other companies?
Our hygiene standards are what truly set us apart. We run our cleaning operation with the same precision and discipline as a clinical environment — every item, tool, and surface is tracked, logged, and cleaned according to strict internal policy. We never reuse mop heads, or cloths between properties — each clean starts fresh. Every piece of equipment is disinfected and deep cleaned multiple times a week, and we keep meticulous written and digital logs recording when each item was last sanitised. These logs are available for inspection by any client upon request.
Cross-contamination is simply not an option in our business. We work to eliminate it entirely.
How do you ensure hygiene between homes?
Our cleaning process follows a “closed loop” system. Each home has its own dedicated microfibre sets for the duration of the clean, colour-coded by task (e.g. bathroom, kitchen, general surfaces). Once a clean is complete, all cloths and mop heads are sealed in sanitation bags and returned to base for disinfection.
Vacuum attachments and carpet cleaners are dismantled and washed using approved antibacterial agents, and all handheld equipment is sanitised using contact-safe disinfectants.
Our aim is simple: when we arrive at your home, we bring nothing but clean, sanitised tools and fresh energy.
Are your products safe for children, pets, and allergy sufferers?
Yes — we only use products that meet or exceed DEFRA and EU safety standards. Where possible, we opt for low-VOC, biodegradable, and cruelty-free products. For clients with specific allergies, respiratory conditions, or sensitivities, we can provide a full product list in advance or tailor our product range accordingly.
Services & Pricing
What services do you offer?
We provide a comprehensive suite of domestic and commercial cleaning solutions, designed to meet every level of need:
Signature Home Comfort Clean – a recurring maintenance clean that keeps your home pristine on a weekly or bi-weekly basis.
Prestige Deep Clean – an intensive top-to-bottom service including bathroom descaling, kitchen degreasing, and internal appliance cleaning.
Welcome Home Service – a pre-arrival clean ideal after holidays, hospital stays, or renovations.
Estate & Let Management – professional-grade cleaning for property handovers, move-ins, and end-of-tenancy preparation.
Commercial & Business Cleans – tailored schedules for offices, salons, retail, and hospitality venues.
Concierge Add-Ons – laundry, ironing, bed changes, pet area cleaning, garden maintenance, and more.
If your needs don’t fit into one of our standard categories, we’ll create a custom cleaning plan specifically for you.
How much do you charge?
Our pricing is transparent and consistent.
Signature Home Comfort Clean: from £22 per hour
Prestige Deep Clean: from £28 per hour
Commercial Cleaning: from £20 per hour
Concierge Add-Ons: from £0.70 per item (see detailed price list)
All pricing includes the full use of our products and equipment — there are no hidden fees or surcharges.
Is there a minimum booking requirement?
Yes. Our minimum booking duration is 2 hours per visit, except for concierge-only tasks such as laundry or ironing, which can be booked separately.
Do you offer discounts for regular clients?
Yes. We offer preferential rates and priority scheduling to our regular weekly and fortnightly clients, along with loyalty discounts for long-term bookings. Our goal is to build lasting relationships, not one-off transactions.
During Your Clean
Do I need to be home during the clean?
No — many of our clients choose to provide keys or door codes. We are fully insured for key-holding, and every key is coded, signed, and stored securely in a locked system when not in use. If you prefer to be present, we’ll work around your schedule and comfort level.
What can I expect when the team arrives?
We’ll arrive promptly in uniform, with all equipment sanitised and ready to use. After a short walkthrough to confirm priorities, we’ll begin your clean following a structured checklist unique to your service type. Each team member has a defined role to maximise efficiency and consistency. We work methodically, communicating any concerns or discoveries (like maintenance issues or stains) before acting.
Do you change bedding and handle laundry?
Yes — our concierge team can strip, launder, and remake beds (just £2 per bed, any size). We also offer washing, folding, and ironing by quantity, ensuring garments are pressed, hung, or folded neatly. Laundry is handled with extreme care and separate wash bags for hygiene.
What happens if something is damaged?
While our cleaners are exceptionally careful, we are fully insured for accidental damage. If an issue arises, it is reported immediately to management, documented, and resolved quickly and transparently — including full replacement or repair where required.
Commercial Clients
Do you provide cleaning for businesses and offices?
Yes — we provide bespoke cleaning solutions for offices, salons, retail spaces, property developments, and hospitality venues. Commercial clients benefit from flexible scheduling (early morning, evening, or weekend cleans), full compliance documentation, and consistent quality control.
Do you provide risk assessments and documentation?
Yes. Every commercial client receives:
Full Risk Assessment
COSHH documentation for all products used
Copies of our Insurance Certificates
Optional Site-Specific Cleaning Protocols
We maintain these records to ensure compliance with all UK health, safety, and environmental standards.
Community & Ethics
What is the Community Support Project?
Our Community Support Project is a cornerstone of who we are. Each month, we select one household in need — whether due to illness, bereavement, disability, or hardship — and provide a completely free, full-scale deep clean. We make no profit from these cleans; in fact, they cost us money. But the reward of knowing we’ve made someone’s life a little lighter is priceless.
How can I nominate someone?
Follow our Facebook page @ScottHomeComforts for our monthly giveaway posts. You can comment publicly or message privately to share your nomination story. Every entry is personally read by Katie and Matt.
How do you treat your staff?
With respect and fairness. We pay competitive, transparent wages and ensure that every team member feels valued. We believe that happy, respected staff are the foundation of exceptional cleaning — and that’s what sets our results apart.
Booking, Payments & Cancellations
How do I book?
You can book through our website, social media, or by email. Every booking is confirmed in writing with details of the service, time, and expected duration. For regular clients, we’ll create a fixed schedule and assign a preferred cleaner for continuity.
What is your cancellation policy?
We ask for at least 24 hours’ notice to cancel or reschedule without charge. Late cancellations may incur a small fee to cover the cleaner’s allocated time slot.
How do I pay?
We accept bank transfer, standing order, or cash on completion. Regular clients receive monthly invoices; commercial clients may opt for weekly or monthly invoicing. Receipts and records are always provided for transparency.
Additional Information
Do you use eco-friendly products?
Yes — wherever possible, we use biodegradable, cruelty-free, and low-toxicity products. Our approach combines environmental consciousness with professional performance, delivering results that are both effective and sustainable.
Do you offer gift vouchers?
Yes. Cleaning vouchers are available in any amount and make wonderful, practical gifts for birthdays, new parents, house moves, or anyone in need of a little comfort.
Can I request the same cleaner each time?
Absolutely. Consistency is key to our quality. We always aim to assign you a regular cleaner or team so that you can build familiarity and trust.
Still have questions?
We’d love to help.
📩 info@scotthomecomforts.co.uk