Meeting Your Cleaner for the First Time

Meeting your cleaner for the first time is an important opportunity to establish a great working relationship and ensure they understand exactly how you like your home cleaned. Taking a few minutes to show them around and explain your preferences will help ensure you get the best possible results from every clean.

How you'll know who's coming

We make sure you're fully informed before your cleaner arrives. Here's what to expect:

Booking confirmation email

When your booking is confirmed, you'll receive an email containing:

• Your booking reference number
• The confirmed date, time, and duration of your clean
• Your cleaner's name and photo (if already assigned)
• Your address and service details
• A link to view your booking in your dashboard

Please check these details carefully. If anything is incorrect, edit your booking as soon as possible through your dashboard or contact our support team at support@servella.co.uk.

Cleaner assignment notification

If your cleaner wasn't assigned at the time of booking confirmation, you'll receive a separate "Your Cleaner Has Been Assigned" email as soon as we match you with a cleaner. This email includes:

• Your cleaner's name and photo
• A reminder of your booking date and time
• Confirmation that your cleaner will arrive promptly at your booked time

Viewing cleaner details

You can also view your assigned cleaner at any time by logging into your account and visiting the Bookings section of your dashboard. Click on any booking to see full details including your cleaner's profile.

Preparing your home

Before your cleaner arrives, there are a few things you can do to help them work more efficiently:

• Tidy away personal items and clutter from surfaces
• Clear dishes from sinks if you want them cleaned underneath
• Put away any valuables or fragile items you're concerned about
• Ensure your cleaner will have access to all areas you want cleaned
• Have cleaning supplies ready and accessible (or let us know if you'd like us to bring them)

On the day of your clean

Your cleaner will arrive promptly at your booked time. If they're running ahead of schedule from a previous job, they may contact you to check if it's convenient to arrive early - but they won't arrive early without your permission. Please ensure someone is home to let them in, or provide access instructions in your booking notes.

During the first meeting

The first few minutes with a new cleaner are valuable. We recommend taking the time to:

• Give them a tour of your home, showing them each room
• Point out areas that need special attention or extra care
• Explain your preferences (e.g., how you like beds made, towels folded, cushions arranged)
• Mention any areas to avoid or items to handle carefully
• Discuss any rooms or areas that are off-limits
• Point out any alarms, pets, or other things they should be aware of

Cleaning equipment and products

Your cleaner will always use your cleaning equipment, so please show them where to find:

• Hoover/vacuum cleaner and any attachments
• Mop and bucket
• Broom and dustpan
• Any other equipment you'd like them to use

Our cleaners bring their own cleaning cloths, so you don't need to provide these unless you'd prefer them to use your own.

Cleaning products

If you added cleaning products to your booking, your cleaner will bring all the products they need. If you didn't add this option, you'll need to provide your own cleaning products. Show your cleaner where to find:

• Surface cleaners, bathroom cleaners, and kitchen cleaners
• Glass cleaner for mirrors and windows
• Bin bags
• Any specialist products for particular surfaces (e.g., wood polish, stainless steel cleaner)

Sharing access information

If you won't always be home for future visits, discuss access arrangements:

• Key safe location and code
• Concierge or building access procedures
• Alarm codes and how to deactivate them
• Any specific entry or exit instructions
• Where to leave keys when they've finished

You can add access instructions to your booking notes so your cleaner always has them to hand.

Communication tips

Clear communication from the start helps avoid misunderstandings and ensures you get the clean you expect:

• Be specific about your priorities - which areas matter most to you?
• Don't be afraid to show them exactly how you like things done
• If something isn't quite right, let them know so they can adjust
• A quick note before each clean about any specific requests is always helpful
• Use the notes section in your booking to leave instructions

Building a relationship

Many customers develop great relationships with their regular cleaners over time. Your cleaner will get to know your home and preferences, making each clean more efficient and tailored to your needs. With a recurring booking, you'll typically have the same cleaner each time, which helps build consistency and trust.

After the clean

Once your clean is complete, you'll receive a notification. We encourage you to:

• Check the clean while it's fresh in your mind
• Rate your cleaner and leave feedback - this helps them know what they're doing well
• Mention anything you'd like done differently next time
• Contact us if you have any concerns - we're always happy to help

Your feedback helps your cleaner improve and ensures we maintain our high standards. Even a quick 5-star rating makes a difference and lets them know they're doing a great job.