Frequently Asked Questions

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

Window Cleaning FAQ's

1How accurate is your window cleaning quote form?

We find that the quote form is accurate over 95% of the time. If the operator attending on the day feels that the price needs decreasing or increasing he will contact you to discuss this before he starts cleaning.

2How do you quote for floor to ceiling curtain glass?

If the rear of your house has floor to ceiling curtain glass instead of bi-fold doors or patio doors just measure the total length then multiply by 0.75p per metre. Example - If you have 10 metres of curtain glass just enter 10 in the "Bi-Fold Doors" box. The price would be £7.50

3Did you clean my Velux windows or skylights?

This question gets asked a lot. If your velux windows 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 Velux or skylight's due to the fact that no pressure can be applied by the operator. The only downwards pressure on the brush is from gravity. To clean them properly we always recommend that you spin the Velux or skylight over and clean them from the inside. To view a short video which shows you how to spin a Velux window safely just click here to go to the Velux video.

4I have booked a window clean but no one has come?

Did you receive a welcome email from us informing you of your first clean date? If not please complete the customer service form on this website and we'll check to see if we have a completed booking form from you. Did you complete a GoCardless direct debit mandate when booking? We need an active direct debit mandate before we carry out any regular window cleaning.

5You 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.

6Do you use ladders?

No 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. The ladders on the roof of our vans are for "gutter inspections" only.

7How do I pay you?

We collect payment for regular window cleaning via GoCardless direct debit. If you didn't set this up when you booked just visit our payments page.

You are required to pay in full within 7 days of the cleaning date. To guarantee this choose to pay by GoCardless direct debit. If non payment exceeds 30 days Plumtree Window Cleaning reserve the right to suspend your cleaning. If we then fail to receive monies owed within 60 days, we will pass on your details to a collection agency to recover the debt, you will then be liable for all related charges, collection agency fees and court related fees.

Payment by cheque is accepted. Please write your full address on the back of the cheque and post too: Plumtree Window Cleaning Ltd, Bridgford Business Centre, 29 Bridgford Road, West Bridgford, Nottingham, NG2 6AU.

8Why can't I reply to the 7pm text?

The 7pm text reminder is a free service we offer to remind you to leave your gates unlocked for the day. It is computer generated and cannot be replied to. It is not an invitation for you to cancel our services the next day. It's very unlikely that we would be able to fill your space on the round with another job at such short notice. If your gate is locked we will simply clean the accessible windows. If you do try and contact us after 7pm you won't be able to speak to anybody who can help. Our office closes at 5.00pm.

9I'm going on holiday can I reschedule?

We operate a window cleaning "round" so sometimes it can be difficult to reschedule a window clean for when you return from your holiday because we might not be in your area. If this is the case we will simply clean the accessible windows and charge accordingly. If we are in your area on a daily basis the cleaner might leave a note asking you to contact the office when you have returned home to let us know that your gate is now open. We will then return and clean the rear windows for you. If you want to "Miss" your clean completely and not be charged just let the office know by completing the form on the customer service page before you leave for your holiday. If you get our "no reply" 7pm text whilst your on holiday to say we are going to clean your windows the next day there is no need to try and reply to it or contact us. Our offices close at 5.00pm. Just relax and enjoy your break.

10Why have you left my glass wet? What method do you use to clean my windows?

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 without leaving watermarks.

11Do you clean windows in the rain?

Yes we clean windows in the rain, if we didn't we wouldn't be able to offer a regular window cleaning service. Rain water is relatively pure so doesn’t effect the quality of the clean. If it's heavy rain with high winds we will reschedule your clean. We also offer a "Rain Guarantee" Please see your "Windows Cleaned Today" slip which is posted through your letterbox after the clean for full details.

12I have a locked gate how will you gain access?

We send a "no reply" automated text to all our customers the evening 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 we are in the same area over the next few days we may leave you a note to ask you to text us when your gate is open but we can not guarantee this. If you have large front gates which needs an access code we may ask for the code. We reserve the right to remove you from the round if access is repeatedly restricted.

13Can 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.

14Do you clean internal windows?

Sorry but we don't clean internal windows.

15Do 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.

16Do 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.

17Is there a contract?

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

18Do 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.

19What 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.

20Why has my window cleaner arrived early or later than scheduled?

Our regular window cleaning round is approximately 6 or 12 weekly. Holidays, sick leave and extreme weather can effect our schedule. If your second window clean is early it's because we have positioned you in the correct position on our rounds. Also at the end of each year we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.

21Do 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.

22Will 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 or 12 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.

23No rear access? Do 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 and charge accordingly. Sorry but we don't offer an appointmnet service for regular window cleaning.

24Do 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.

25Do you have liability insurance?

Yes our employees and franchise owners have liability insurance.

26What 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.

27How 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 or book a reclean for you.

28Why is the "First Clean" and the "12 Weekly" price more expensive?

We offer a 12 weekly round because some customers prefer to have less visits each year. The price is higher per clean on the first clean and the 12 weekly round due to the extra time needed to clean the windows, frames and doors. Even though the price per visit is more you still save around 20% per year.

29Why 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.

30Do 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. We also find that customers are too quick to blame the window cleaner for scratching their glass when in fact the scratches was caused by the builders.

31My 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.

32I believe that you have damaged my windows

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

33How 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 and Derbyshire.

34How 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. You can call us during normal working hours which are 9am - 5pm or leave a message for head office using the contact form on 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?

All new customers are required to pay for their window cleaning by GoCardless direct debit. GoCardless direct debit is the safest way to pay, no late payment charges apply and you are covered by the direct debit guarantee. Payment is only taken if we have cleaned your windows. Sorry but we don't accept bank transfers or cash.

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 a payment when a job is complete. 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.

8How do I sign up for GoCardless direct debit?

Just visit our payments page on this website.

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