Top Rung - Frequently Asked Questions
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Frequently Asked Questions: (about window cleaning)
 

 
Q: Normally I have a regular appointment slot in the morning but on this occasion I can only be home to let you through the house during the afternoon. What do I do?
A: You should let us know as soon as you know that you need to adjust your regular appointed cleaning slot so we can re-schedule it, if not at another time on the same day, on another convenient day. You can call us, e-mail us or text us click here for our contact details. If you respond to us by text or e-mail, don't forget to put your house number and postcode at the end of your text or e-mail.
 
Q: How do you keep track of all the different cleaning permutations and how do you know what you are supposed to clean at each customer's house at each different visit?
A: We record each customer's requirement in exact detail and use automated computer systems to make sure we clean what we're supposed to. If, for some reason, we get it wrong and we haven't done all you required, we'll happily come back and finish the job off. If, on the other hand, you've discovered we've cleaned too much, unless we've not noticed it ourselves, then ... If we have failed to spot our over generous error and billed you for it as well, let us know and we'll make the correction (we won't come and un-clean the windows, that is, unless you really want us to!)
 
Q: When and how do I pay you?
A: It is usual to pay after we have cleaned your windows. We understand you may not always be there to pay when we clean your windows, so we offer a full range of payment options but we prefer not to collect cash at the door. Click here for details of our preferred payment methods.
 
Q: What if I’m not happy with the service?
A: While there are usually no problems with the quality of our service, it is only human to ‘miss something’ from time to time. If you are not happy then simply call us and we will come out to correct any problem free of charge. There are limitations with this guarantee though: in order for us to come and re-clean under our 'no quibble guarantee' if there is a problem, the problem should have been reported to us within 24 hours of the work being done. If it has rained in between us cleaning and you noticing and reporting a problem then the re-clean guarantee will be at our sole discretion.
 
Q: I don't have my windows cleaned but I would like  something else cleaned. Will you do this?
A: Certainly. Our other cleaning services are separate from our window cleaning service. Therefore you don’t have to be on our window cleaning client list to have other things cleaned.
 
Q: What method do you use to clean windows?
A: We use several as the need dictates and as the customer requires. We use the traditional ladder and squeegee method in certain circumstances, otherwise we will use poles, water-fed or otherwise. We use de-ionised water nevertheless and do not waste water which is a precious resource.
 
Q: I have a pitched roof under one of my windows. Can you clean this window?
A: We do not physically work above conservatory roofs, pitched roofs or unstable roofs. If it is possible to clean the window from the inside or with our poles from the ground or safely from a ladder, then we are happy to do so.
 
Q: I have a 'Velux' window in my roof which I would like cleaned. Can you clean this window?
A: See the answer to the question above
 
Q: Are your cleaners insured?
A: Yes, we are fully insured, click here for the details.