Ways of Working – Omega Window Cleaning

Window Cleaning – Ways of Working

We are committed to providing a service of mutual value to all our clients. In this document we outline how we conduct our services so that you may seek clarification on the finer details of our operations.

System of cleaning

Our default method of cleaning is by use of purified water delivered through a telescopic pole. Following extensive use of both the traditional method (Applicator & Squeegee rubber) and the purified water system, we conclude that we are able to deliver a better standard of cleaning by use of the purified water system.

We also feel that the purified water system affords you the benefit of privacy for upstairs windows as well as the courtesy of not requiring a ladder to be rested on your home or property. This system of purified water delivered through a telescopic brush is utilised for the majority of our Services such as Gutter Cleaning.

Should you have a more traditional style of window such as wooden sash frames or leaded glass, we will use a specific brush attachment which is softer than normal to ensure extra care is taken when cleaning.

Weather

Given the system of window cleaning that we primarily operate, we will continue to conduct our cleaning in most weather conditions including light and moderate rain.

The reason for this is because rainwater on the glass will not affect the finish of cleaned windows because rainwater contains no significant hardness or minerals.

Only in heavy rain or temperatures at 0 degrees or below will we cease working due to health and safety considerations.

Payments

For residential customers, payments should be made using bank transfer or GoCardless for automated payments. We require that payment is cleared within 7 days of cleaning.

It is important to use the correct payment reference when paying for your window cleaning. Your payment reference will be your postcode followed by your door number or house name. For example AB12 3CD 12. If you lived on number 12 of Random Street. Please include a space within the postcode and before the door number or house name. Without the correct reference we may not be able to link your payment to you.

For One Off services we require payment prior to commencement of any cleaning.

For commercial clients, payments can be made using bank transfer. Cheque is accepted for amounts in excess of £100 and where multiple persons are required for authorisation. For commercial invoices we require payment is cleared within 14 days unless alternative terms are agreed.

For clients using our services for the first time we reserve the right to request payment immediately upon completion of the work and/or we may request a deposit be made before starting the service. This is uncommon practice in most scenarios, however, we will put into effect these actions when conducting services of significant value and/or if you are due to be moving address within the next 30 days.

Insurances

We are insured for up to £1 million for public liability.

We are also insured to cover for any damage that may arise whilst working on your property which is found to be our fault.

We will not accept liability for damage that may occur due to poor care, lack of maintenance or deterioration of your property. For example, we will not accept responsibility for brittle fixings which may become dislodged as a result of normal cleaning agitation and are not a result of improper conduct or lack of attention by us.

We will not accept liability for any ingress of water into your property as a result of your windows not being water tight or adequately sealed.

Health and Safety

Health and safety is an important consideration in the choosing of a tradesman or contractor. At Omega Window Cleaning we take the matter very seriously in order to protect our clients, your property, the public and ourselves.

We continually review health and safety practices for the window cleaning activities we conduct. The outcome of this continual review is our ‘Risk Assessment and Method Statement for General Operations’. Within this document we outline how we are to conduct each task in good detail to ensure procedures are efficient and as safe as possible.

Contract of Services

We will confirm your price and desired regularity of  Window Cleaning required such as every 6 or 9 weeks. Once confirmed we will provide our services at the agreed price and frequency with some variation to timing to allow for working volumes and poor weather.

If you postpone our visit frequency we reserve the right charge an addition for the longer frequency or to remove you from our regular service in repeated cases.  For example you may have been quoted £16 for 6 weekly cleaning and £19 for 9 weekly window cleaning. In the event you have opted for cleaning every 6 weeks and postpone/ delay our visit we reserve the right to charge the 9 weekly price for the following visit.

Where there has been repeated difficulty in providing you a regular service we reserve the right to deny you an ongoing regular service and limit you to a One Off service which is double the 6 weekly cleaning price. You will need to get in touch to arrange for cleaning and make payment in advance of the visit.

This is mainly because our time for cleaning is allocated in advance. Where we receive late notice requests to postpone or skip cleaning it results in the time being wasted as it is too late to allocate to other clients requiring cleaning.

Access Requirements

We aim to provide a notification to every client the day before we visit.

Where access is required we kindly request that you make the necessary allowance to ensure we are able to attend and access your property for cleaning. Where access is blocked we may seek alternative means of access if possible to do so without causing any damage. For example where a gate may be locked, we may use a step ladder to go over your gate.

Should we attend your home and complete access is not possible we will charge a minimum of 75% of the full price. In most cases there may be no access to the rear and we may only be able to clean 50-60% of your windows. However, the 75% charge takes into account the allocation of time that has been reserved for your cleaning.

In the event of full access not being available you should email us on: [email protected] at your earliest convenience. This will allow us to allocate the time for other clients wishing to have cleaning conducted.

In the rare instance we experience repeated instances of incomplete property access we will regretfully withdraw our services so that our time can be more efficiently allocated, allowing for a more effective service.

Visit Days and Timings

We are unable to visit within set timings due to the fluid nature of our work. The same applies to restrictions of certain days of the week.

Our visits are conducted from 0830 to 1830 from Monday through Saturday.

Right to Cancel

You have the right to cancel at any time you wish. We will only request that you pay any money outstanding if owed.

Pricing

We determine our pricing based upon multiple factors which include but are not limited to the following:

  • Property location
  • Accessibility
  • Number of windows
  • Window type
  • Preferred regularity

Complaints

Whilst we endeavour to provide a service which adds value to each and every one of our clients, we appreciate that you may wish to raise a complaint or constructive criticism.

In the event you may wish to do so, please forward your complaints to [email protected] and they will be handled by the business owner, Denis Otto, personally.

In the unlikely event we have made a mistake or error we will aim to put it right as soon as reasonably possible.