FAQS

FAQs

FAQs: General | Windows | Gutters | Conservatories | Soffits and Facias

General FAQs

Why choose Preen + Clean?

We’ve been perfecting our trade and cleaning windows in Yorkshire for years, with thousands of happy customers! Our 5* professional window cleaners are all local, and trained to offer the most premium window cleaning service – no one cleans like us! We promise to always delivery quality customer care and excellent value for money, by:

  • Training our team to the highest standards, to deliver that 5* service
  • Providing quality and reliable customer care
  • Using the very best in hot water cleaning technology, to leave your windows sparkling
  • Offering excellent value for money
  • Making our service quick, convenient, and expertly tailored to your needs
  • Improving ease of use, including instant online quotation and a range of easy payment options to suit you

Need any more convincing? Check out our 5* reviews on Google and Facebook, true testaments to the excellent level of service we provide.

What services do you provide?

At Preen + Clean we offer the following services:

  • 5* Window cleaning
  • Interior and exterior gutter clearing
  • Fascia and soffit cleaning
  • Conservatory cleaning

I have hard-to-reach windows, can you accommodate?

We can clean most hard-to-reach windows with our lightweight telescopic carbon fibre poles (fully extended our poles can reach up to 10 meters or three stories).

Security is very important to me. Will I recognise your employees?

We guarantee our 5* cleaning team will be instantly recognisable, arriving in one of our branded vans and wearing our blue and black Preen + Clean uniform to help our customers feel safe and secure around our team.

I have pets at my property, will this affect you visiting my address?

We love pets as much as the next person – they’re a part of the family – but not whilst we’re cleaning! We respectfully request that any family pets are moved indoors so that our technicians can work freely, safely and efficiently.

Do I need to move or remove any items in my garden/property prior to you visiting?

It helps us get the job done if we have a tidy environment to work in, so moving children’s toys, obstructive garden furniture and dog faeces is very much appreciated. We’ll always contact you the day before your scheduled appointment to give you plenty of time for a quick tidy up, and to unlock any gates too.

What happens if you are unable to access all of my property?

If, for any reason, we are unable to access and clean all windows at your property, we will continue and clean those accessible. Your normal charge will be applied to this service, should you need a second visit our customer care team is on hand to help.

Can I book a specific timeslot?

Our daily/weekly routes are automatically scheduled for efficiency, so we don’t usually book specific slots. However, upon receipt of our notification text (the text we send the night before we visit), we would be more than happy to try and accommodate any individual requests.

What happens if I need to cancel or reschedule my appointment at short notice?

Due to the nature of the service(s) we provide and our advanced technician scheduling program, we are unable to alter, adjust or cancel our services at short notice. In addition, we text the day before we attend to ensure there is ample time for you to report any issues. In the event of this happening, we will continue to provide our services as agreed and your normal fee will be applied. Also see the below section

I’m going on holiday/I’m having my property renovated and don’t need my windows cleaned, is that a problem?

Not at all. As long as we are aware and provided advance notice (at least 2 weeks) of your impending holiday/renovations, we will alter our records and advise you of your next scheduled appointment.

What payment options do you offer?

We offer a range of payment options, just let us know which suits you best;

  • BACS (Bankers Automated Clearing Service): An electronic system used to make payments from one bank account to another. The two main types of BACS payments are Direct Debit and BACS Direct Credit. Both types of payments usually take around 3 days to clear.
  • GoCardless: A direct debit system that allows us to debit your bank account (with your permission) for the agreed price of your window clean.
  • Cash: Prefer to stay in control of your payments by using cash? We can accept cash on the day of your appointment, either in person or by depositing in a pre-agreed/confidential location.

Who should I contact if I have any questions, issues or concerns?

Your Customer Account Manager is your dedicated point of contact for all questions or queries, no matter how big or small, and will aim to respond to any questions that same working day. If you choose to speak with our technician whilst on-site, they will be more than happy to refer any questions on your behalf ASAP.

What if I have a complaint?

We hope you don’t, but should you wish to make a complaint it will be investigated fully and professionally – no matter how big or small the issue. If your complaint relates to our general cleaning processes or final finish, we will aim to resolve this immediately and whilst we are on-site. If this isn't possible, or we’ve already left your address, we’ll return the next working day. If your complaint relates to employee conduct, this will be referred to their immediate line manager for full investigation, with a formal response provided within three working days.

What happens if my property gets damaged?

The Preen + Clean team take the upmost care on every visit to customer property, however we’re aware that we’re all human and accidents can happen. We will not accept any liability for any existing damage, lack of general property maintenance or underlying property defects. However, where there is clear evidence/information to suggest that we have damaged your property (or an item of), we will notify you immediately, and steps will be taken to resolve the matter quickly and effectively. In the unlikely event that your property (or an item of) has been damaged through negligence, this will be investigated via our internal complaints process and immediate action will be taken to resolve the matter. Any subsequent disciplinary proceedings will run in parallel and you will be notified of our action.

How do I cancel services provided by Preen + Clean?

In the unlikely event that you would like to leave Preen + Clean, we request that you notify your Customer Account Manager via phone, text or email. If you notify our technician of your intention to leave, this information will be referred to your Customer Account Manager and they will make contact with you to confirm your request. At Preen + Clean we are constantly reviewing our processes and systems. With this in mind, if you choose to leave Preen + Clean, we may ask you for further detail so that we can make any necessary amendments, thus providing the best possible service.

Are you insured?

Yes, all staff are fully insured from an employer and employee perspective.

Window Cleaning FAQs

Do you clean frames, sills and doors?

Yes, you can trust us to get into every nook and cranny. As standard we look after your frames, sills and doors as part of your window clean.

What type of equipment do you use?

Our market leading equipment allows our technicians to clean your property using lightweight telescopic poles. Using telescopic poles allows us to reach several stories without needing to leave the ground. Attached to the end of the poles are soft bristled brushes, which allow our technicians to remove dirt effectively without the fear of scratching or damaging your windows. Hot, pure water is applied to your windows via integrated jets and, because our water has no impurities, it dries to a streak/spot free finish, leaving your windows sparkling.

What is pure water technology?

Here comes the science bit! Minerals found in tap water leave white residue on glass after cleaning. Our technology removes these minerals, meaning only pure water is applied to your windows. As a result the impurities on your glass are held in the water and removed as the water strives to return to its impure state. Your glass is then given a final rinse with the water fed pole to leave it streak free and gleaming!

Will you clean my windows in the rain?

Yes, we operate come rain or shine – our pure water technology allows us to do just that, with no detrimental effect to the overall appearance or quality of our clean. And if you are not 100% happy with the quality of our service we will be more than happy to take another look at your windows the next working day.

Do you clean all year round?

Yes, as long as it is safe to do so. The only time we’ll look to rebook an appointment is due to heavy snow, strong winds or heavy rain/thunderstorms.

Why do you leave my windows wet after cleaning?

With our pure water technology, we offer a quick and convenient cleaning service with no need for us to take time drying as well. The remaining water will dry spotless – and leave your windows sparkling!

How often will you clean my windows?

We aim to visit your property every 4 weeks. However, we can offer an 8 weekly service upon request.

Will the quality of clean improve over time?

Our 5* team of window cleaners strive for perfection, to leave your glass gleaming every time. Each of our highly team members have been thoroughly trained by our team of senior technicians. However, it’s possible for a couple of factors to impact on the quality of initial cleaning with the potential to leave spotting or steaking, including;

  • Competency of previous window cleaners
  • Detergents used during previous clean(s)
  • Length of time since last clean
Should this be the case, we’re confident you’ll be happy with your windows after our next visit. If you aren't completely happy with our service please notify your Customer Account Manager, and we will be more than happy to attend and rectify the next working day – your happiness is our priority!

Internal Gutter Vac FAQs

What equipment do you use?

At Preen+Clean we use state of the art gutter clearing equipment which is powered by it’s own on board generator. The Sky Vac Interceptor is specifically designed with the user in mind and is housed on an all-terrain chassis allowing us to manoeuvre the system around your property with ease. With an extremely powerful vacuum capacity, this unique system will lift and remove the heaviest of waste matter from gutters up to 40ft from the ground, with the added addition of a blow feature to aid cleaning and self-un-blocking.

How do you complete the service?

Our Sky Vac Interceptor features an extendible 12m (40ft) telescopic pole with a camera fixed to the end, this allows us to view the interior of your gutters and thoroughly clean from the safety of the ground. Pictures of the condition of your guttering will be taken before and after the service has been completed, so you can see the quality of our work. Because our equipment is self-powered, we don’t need to disturb you when completing our service or require power from your property.

How long will the service take?

Our technicians will be at your property for 1-2 hours depending on the size of your property and amount of debris present.

What type of gutters can you clean?

We clean all gutters apart from those that appear damaged or having ongoing maintenance work completed.

How often should I have my gutters cleaned?

It is recommended that a property should have its gutters cleaned at least twice per year, preferably before autumn and after winter to clear any build-up of waste.

Do you clean all gutters?

We do all the guttering on your home; it’s all included in the fixed price we quote. This includes gutters at high level and head height, on your conservatory, your porch and your garage.

Will you leave any mess?

No, not at all. Because our equipment is self-contained no waste will be left.

Will I have to wait in all day?

No, as long as we can access your property (front, side and rear), we will be able to complete our service without inconveniencing you.

Conservatory Roof Cleaning FAQs

What equipment do you use?

At Preen+Clean we use our state-of-the-art hot purified water system and a mild cleaning solution to externally clean all your conservatory roof panels, plastics and decorative features via extendable carbon fibre poles and purpose-built brush heads. Please don’t worry, our brush heads have been specifically designed for this job and won’t damage your property! To ensure we can clean all aspects of your conservatory roof, we will also use a step ladder (access and health and safety permitting).

How much does it cost?

Our prices start from just £80.00 and increase dependant on the size/make up of your conservatory. If you have a larger conservatory, we may ask you for some additional information and pictures before we can provide an accurate quote. However, we will always confirm/agree the cost prior to our Technician attending.

How long will it take?

Our Technicians will be at your property for 1-3 hours depending on the size of your conservatory and level of debris present.

Can you clean all types of conservatory?

Unfortunately, not. At Preen+Clean we believe we should be open and honest with our customers when it comes to our services and if we can’t provide the service to our exacting high standards then then we will say so. At present, we service 96.7% of all requests but issues such as access, sloping gardens/drop offs and build location can impact on our service. In addition, we won’t clean any part of a conservatory that appears to be damaged or is having ongoing maintenance work completed.

How quickly can you start?

We aim to schedule all jobs within 7-10 days. However, If you have an emergency, please feel free to give us a call and we will try our best to accommodate your request.

External Gutter, Facias and Soffit cleaning FAQs

What even are Soffits and Facias?

Its every day language to us but not everyone needs to know the difference day to day: Facia: A board, usually PVC covered with insulation material to the rear to help retain heat within your property and protect/disguise roof fittings. Soffit: A decorative board, usually PVC covered with insulation material to the rear. A soffit will usually be fitted to the underside of an architectural structure such as a porch or archway.

What equipment do you use?

At Preen+Clean we use our state-of-the-art hot purified water system to externally clean all your gutters, facias, soffits and downpipes via extendable carbon fibre poles and purpose-built brush heads. Please don’t worry, our brush heads have been specifically designed for this job and won’t damage your property! In addition, Our equipment (poles) can reach up to three storey’s high so we are able to service almost any standard suburban dwelling.

How much does it cost?

Our prices start from £70.00 and increase dependant on the size of your property. If you have a larger property with over 5 bedrooms, we may ask you for some additional information and pictures before we can provide a quote. However, we will always confirm/agree the cost prior to our Technician attending.

How long will it take?

Our Technicians will be at your property for 1-2 hours depending on the size of your property.

How quickly can you start?

We aim to schedule all jobs within 7-10 days. However, If you have an emergency, please feel free to give us a call and we will try our best to accommodate your request.

Can you clean all gutters, facias and soffits?

We clean all gutters, facias and soffits apart from those that appear damaged or having ongoing maintenance work.

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Our 5* window cleaners use our own specialised pole-fed pure-water technology, an easy and eco-friendly way to remove surface dirt and all residual dirt and chemicals – leaving your windows sparkling!

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