Our Quality Guarantee

At Servella, quality isn't just a promise - it's our foundation. We're committed to delivering consistently high-quality cleaning services that meet professional standards every single time. Every clean should meet our quality standards, and if it doesn't, we'll make it right. This guide explains what you can expect from every Servella clean and how we maintain our high standards.

What we mean by quality

Quality cleaning means more than just a tidy home. It means a thorough, professional service delivered by someone you can trust. We believe every customer deserves:

• A home that looks, feels, and smells clean
• Consistent results every time you book
• A cleaner who respects your home and belongings
• Clear communication and reliable service
• Peace of mind knowing the job will be done properly

Our quality standards

Every Servella clean should meet these specific standards. These aren't just guidelines - they're the minimum you should expect:

Punctuality

Your cleaner will arrive within the scheduled time window. We know your time is valuable, and we respect that. If there's ever an unavoidable delay, we'll notify you as soon as possible so you can plan accordingly.

Thorough cleaning

Every area included in your booking will be cleaned thoroughly. This means:

• All surfaces dusted and wiped down
• Floors vacuumed and mopped as appropriate
• Kitchens cleaned including appliance exteriors, worktops, and sink
• Bathrooms sanitised including toilet, sink, shower/bath, and mirrors
• Bedrooms tidied with beds made and surfaces cleaned
• Any extras you've booked (inside oven, inside fridge, inside windows) completed to a high standard

Attention to detail

It's the details that make the difference. Our cleaners are trained to notice and address:

• Light switches, door handles, and frequently touched surfaces
• Skirting boards and corners where dust accumulates
• Behind and around furniture where accessible
• Marks and smudges on glass and mirrors
• Bins emptied and liners replaced

Care for your belongings

Your cleaner will treat your home and belongings with respect:

• Using appropriate cleaning products for different surfaces
• Moving items carefully when cleaning around them
• Following any special instructions you've provided
• Alerting you to any existing damage or issues noticed
• Never using your personal items without permission

Professional behaviour

Every cleaner represents Servella, and we expect professional conduct at all times:

• Polite, friendly, and respectful communication
• Appropriate dress and personal presentation
• Respecting your privacy and confidentiality
• Following any house rules you've specified
• Working efficiently and staying focused on the job

How we ensure quality

We don't just hope for quality - we actively work to ensure it through multiple measures:

Rigorous vetting process

Before any cleaner joins Servella, they go through a comprehensive vetting process:

• Identity verification using official documents (passport, driving licence, or BRP)
• Right to work in the UK confirmed
• DBS (Disclosure and Barring Service) background check
• Cleaning experience and skills assessed
• Interview to assess professionalism and communication
• References checked where applicable

Ongoing training

Our cleaners receive ongoing training to maintain and improve their skills:

• Mandatory training modules on Servella quality standards
• Health and safety procedures
• Product knowledge and proper usage
• Customer service best practices
• Specialist training for deep cleans and specific tasks

Performance monitoring

We continuously monitor cleaner performance to maintain standards:

• Customer ratings and reviews after every clean
• Feedback analysis to identify areas for improvement
• Regular quality audits and spot checks
• Performance discussions with cleaners who fall below standards
• Recognition and rewards for consistently high performers

If something's not right

Despite our best efforts, sometimes things don't go as planned. If your clean doesn't meet our standards, we want to know about it immediately so we can make it right.

Reporting issues

If you're not satisfied with any aspect of your clean:

• Report the issue within 24 hours of your clean for the best resolution
• Use the "Report an Issue" option in your dashboard
• Provide photos if relevant - these help us understand the problem
• Be specific about which areas or tasks didn't meet expectations
• Our team will respond within 24 hours

How we'll resolve it

Depending on the nature and severity of the issue, we may offer:

• A sincere apology and explanation
• A partial refund reflecting the areas not cleaned properly
• A full refund in cases of significant service failure
• Credit towards your next booking
• A free re-clean to address the missed areas
• Action taken regarding the cleaner, including additional training or removal from the platform

Your feedback matters

After every clean, you'll have the opportunity to rate your experience and leave a review. This feedback is incredibly valuable to us:

• Helps us identify and reward our best cleaners
• Alerts us to any issues that need addressing
• Guides our training and improvement programmes
• Helps other customers choose the right cleaner
• Drives continuous improvement across our service

Requesting your favourite cleaner

When you find a cleaner whose work you love, you can request them for future bookings. Many of our customers build ongoing relationships with their preferred cleaners, leading to even better results as your cleaner learns your preferences and home.

Our commitment to you

Quality is not negotiable at Servella. We're committed to earning your trust with every clean and maintaining the high standards that set us apart. If we ever fall short, we'll work hard to make it right. That's our guarantee.