Frequently Asked Questions

If you have any further questions please use the contact form on our "Customer Service" page

Window Cleaning FAQ's

1How do I pay you?

Choose from GoCardless Direct Debit, Bank Transfer, Card Payment on our website payment page or cash on the day of the clean. Please pay in full within 7 days of the cleaning date.

2I’m on holiday can I reschedule?

It can be difficult to reschedule a window clean for when you return home from your holiday. This is because we might not be in your area. If you get our "no reply" text reminder whilst your on holiday to say we are going to clean your windows the next day there is no need to contact us. We will just clean the accessible windows and charge accordingly. If your property is gated and there is no access we will simply see you next time. Just relax and enjoy your time away.

3Do you use ladders?

We don't use ladders for window cleaning or climb on to flat roofs. Due to the "Working at height regulations 2005" we have chosen to put the safety of our operatives first and use the water fed pole to carry out our window cleaning.

4How often do you attend?

Our regular window cleaning round is approximately every 6 weeks. If you require a different schedule please ask on the booking form and we'll see if we can make it work. Longer durations between cleaning increases the price quoted. We also offer "One Off" window cleaning which can be booked on this website. Please note - Staff holidays and unfavourable weather can effect our schedule. Please allow some flexibility.

5Do you clean windows in the rain?

Yes we clean windows in moderate rainfall. Rain water is relatively pure so it doesn’t effect the quality of the clean. If the window cleaner doesn't feel like working in the rain he might take the day off, if he does he'll send out a text to let you know.

6Did you clean my skylights ?

This question gets asked a lot. If your ground floor skylights are reachable without using ladders we will clean them, but the water fed pole and brush we use to clean your windows are very lightweight and sometimes struggles to remove baked on pollen, bird mess and dust from skylights due to the fact that hardly any pressure can be applied by the operator. To clean them properly we always recommend that you spin the Velux over and clean them from the inside if possible.

7I've forgotten to unlock my gate for the window cleaner can he come back?

Yes no problem. Simply contact us on our "Customer Service" page and we'll book a rear window clean for when we are next in your area.. You'll recieve the normal 7pm text reminder.

8You came to clean my windows but didn't clean my conservatory roof?

Conservatory roofs are booked as a separate job and are not included in your normal window cleaning price. You can book a roof clean on our "Conservatory Roof Cleaning" page. Most customers have this done once or twice a year.

9Why can't I reply to the day before text reminder?

The text reminder is a free service we offer to remind you to leave your gates unlocked for the day, It's computer generated and cannot be replied to. If you need to contact us just use the contact form on the "Customer Service" page.

10Why have you left my glass wet?

We use pure filtered & deionised water to clean your windows. This involves the use of a carbon fibre telescopic pole, a soft brush and 100% pure water which we have filtered through a five stage filtration process. We remove the dirt from your windows with a purpose made window cleaning brush then rinse the glass. The pure water is left on the windows to dry naturally.

11I have a locked gate how will you gain access?

We send a "no reply" automated text to all our customers the day before we are due to clean. This is to remind you to leave the gate unlocked for the day. If we can't gain access to the rear of your property because of locked gates we will clean the accessible windows. If you have large front gates which needs an access code we may ask for the code.

12Can you clean the windows above my conservatory or extension?

Yes, we can normally clean hard to reach windows safely from the ground. If we can see the window we can normally clean it. If your conservatory or extension is long this might restrict access to certain windows.

13Do you clean internal windows?

Sorry but we don't clean internal windows.

14Do you clean garage doors?

Yes, If you want to add the cleaning of your garage door and frame just let us know. We charge £2.00 per single garage door or £4.00 for a double garage door.

15Do you clean the window sills and frames?

Yes on every visit we clean glass, frames, sills & doors. Please note - There is always a chance of water and particles of dirt running out from the gap between the window and the sill after the operator has left your property. This doesn't mean the operator hasn't cleaned your sills. Over time the dirt trapped between the window and the sill will be washed out.

16Is there a contract?

No there is no contract to sign. All we ask is that you have at least three window cleans with us. You can cancel at any time after the three cleans. Just let the office know. Please give a reason for your cancellation.

17Do you clean windows the old fashioned way?

We only clean windows using a water fed pole and without ladders because we believe it gives better results overall and is much safer for our operatives.

18What time will you arrive?

We don't offer appointments or give times of arrival for regular window cleaning. Just leave your gate unlocked for the day. We clean windows from 7.30am to 6.00pm.

19Do you come on the same day and at the same time?

No, your window clean can fall on any day of the week between the hours of 7.30am - 6pm.

20Will the same window cleaner come each time?

Due to holidays, sick leave, paternity leave and round optimisation it is not always possible to have the same window cleaner on each visit. We pride ourselves on offering a regular 6 weekly service, to do this anyone of our window cleaners might attend. All our window cleaners have sign written vans with "Plumtree Window Cleaning" on them.

21Do you clean houses with no gate for rear access?

If you have no gate for rear access we can still offer our window cleaning services to you but it may have limitations. Due to past insurance claims we no longer bring our hoses through the main part of customers houses. We can however bring hoses through garages or utility rooms with hard flooring. If you're not home on the day of the clean we would just clean the front windows. You can then book a rear window clean by using our customer service page.

22Do you do "one off" window cleans?

Yes, we do "One Off" cleans. Advance payment is required. Get an instant quote and pay on our "One Off " window cleaning page.

23Do you have liability insurance?

Yes our employees and franchise owners have liability insurance.

24What should I expect after your first visit?

Your windows, frames and sills should be sparkling clean. If your last window cleaner used soapy water and a cloth to clean your windows or your windows haven't been cleaned for a long time you might notice a few spots or watermarks when the water has dried. This is totally normal, the pure water draws out left over soap residue and dirt from the frames. After the second clean your windows should be sparkling clean. Please note that there might always be one or two water spots left on the glass, this is the trade off between quality and safety.

25How do I contact my window cleaner direct?

The best way of making contact is to complete the online form on our customer service page on the website between 9.00am - 5.00pm. We can then pass on the message for you.

26Why have you not cleaned my front door?

If your door is an original wooden door with no threshold or weather strip at the bottom we will wipe down your door with a damp cloth. We do this so pure water doesn't run under your door. If your door is in poor repair we may not clean it all all.

27Do you do builders cleans?

Unfortunately not, our pure water cleaning system uses a soft brush to remove everyday dirt. It is not designed to remove cement, mortar, paint or silicone.

28My windows are still dirty - You have missed a window. Do you offer a guarantee?

Yes we offer a 48 hour guarantee with all our window cleaning. If you are not 100% satisfied we will come back and reclean for free. To book a free re-clean just complete the contact form on our "Customer Service" page. A call out charge may be applied if we return to clean and we find it's the inside of the windows that are dirty or the double glazed unit has failed and the dirt is on the inside of the unit. Please note that there might always be one or two water spots left on the glass, this is the trade off between quality and safety.

29I believe that you have damaged my windows

Take a look at our no nonsense "Terms & Conditions" here T's & C's

30How do I cancel my window cleaning?

If you wish to cancel your window cleaning permanently just complete the contact form on our customer service page. Please provide a reason for your cancellation. If you are moving house why not take us with you? We cover most parts of Nottinghamshire, North Leicestershire and Derbyshire.

31How can I make a complaint?

We are always happy to listen to our customers feedback and we will do our upmost to rectify any problems in a timely manner. When contacting us please be polite & courteous. Contact us via our "Customer Service" page.

GoCardless Simpler Direct Debit FAQ's

1I don't want to pay by direct debit can I pay by another method?

Yes no problem. You can pay by debit card on our payments page. We also accept bank transfers, our bank details are on the invoice we email to you after the clean. We also accept cash on the day. Payment is required within 7 days of the clean date.

2How will I know when my GoCardless payment is going to be taken?

GoCardless payments are collected 5 days after your windows have been cleaned. You will receive an email from GoCardless prior to your payment being taken informing you of the amount due and the date that the payment will be collected.

3Is GoCardless a monthly direct debit?

No, GoCardless only asks for payment once we've cleaned your windows. It's perfect for collecting regular payments such as 6 or 12 weekly window cleaning.

4I haven’t had my windows cleaned will payment still be taken automatically?

No, payment is only ever taken if your windows have been cleaned.

5I’m having building work done and won’t need my windows cleaning for a few months, will I need to cancel the direct debit setup?

No, Payments are only ever taken after your windows are cleaned, if you are not having your windows cleaned for any reason payment will never be taken until you re-start your cleaning schedule.

6Can I cancel or stop this payment method if I don’t want to use it anymore or if I cancel my window cleaning service with you?

Yes, you have full control as you would with any Direct Debit payment set up.

7Can GoCardless take one off payments for the other cleaning services you offer?

Yes, if you're on our regular window cleaning round and pay via GoCardless direct debit we can use your direct debit to collect one off payments for gutter cleaning, fascia and conservatory cleaning.