Requesting the Same Cleaner

Found a cleaner you love? We completely understand - building a relationship with a cleaner who knows your home and your preferences makes a real difference to the quality of your clean. Here's how you can request the same cleaner for future bookings.

How to request your preferred cleaner

There are two ways to let us know you'd like the same cleaner:

Option 1: Add a note when booking

When making your booking, use the "Additional Notes" section to request your preferred cleaner. Simply include their name and let us know you'd like to have them again. For example:

• "Please assign Sarah if she's available - she cleaned for me last time and did a fantastic job"
• "I'd like to request the same cleaner as my previous booking if possible"
• "My preferred cleaner is [Name] - please assign them if available"

Our team reviews all booking notes and will do their best to accommodate your request when assigning a cleaner.

Option 2: Contact us after booking

If you've already made a booking and forgot to add a note, or if you'd prefer to speak to someone directly, contact our customer services team as soon as possible after making your booking:

• Email: support@servella.co.uk
• Include your booking reference and the name of your preferred cleaner
• Let us know if this is for a one-off booking or all future bookings

The sooner you contact us, the more likely we'll be able to accommodate your request before a cleaner is assigned.

For recurring bookings

Good news - if you have a recurring cleaning schedule, we automatically assign the same cleaner to all your future cleans. You don't need to request this; it happens by default. This means your cleaner will get to know your home and your preferences over time, resulting in a more consistent and personalised service with each visit.

Occasionally, your regular cleaner may need to be replaced for a particular booking. This could happen if they're:

• On holiday or annual leave
• Unwell and unable to work
• Unavailable due to a scheduling conflict

In these cases, we'll assign a fully vetted replacement cleaner for that booking. Your regular cleaner will return for subsequent bookings once they're available again.

In rare cases, your regular cleaner may no longer be available permanently - for example, if they've left the company or moved to a different area. If this happens, we'll assign you a new regular cleaner who meets the same high standards, and they'll continue with all your future bookings.

Finding your cleaner's name

Not sure of your cleaner's name? You can find it in several places:

• Your booking confirmation email (if a cleaner was assigned at the time)
• The "Your Cleaner Has Been Assigned" email
• Your booking details in your dashboard
• The "Your Cleaning is Complete" email after your clean

What happens next

When you request a specific cleaner, our team will:

• Check your preferred cleaner's availability for your requested date and time
• Assign them to your booking if they're available
• Assign an alternative vetted cleaner if they're not available
• Let you know via email once a cleaner has been confirmed

Availability considerations

While we always do our best to accommodate cleaner requests, your preferred cleaner may not always be available. This could be due to:

• Holiday or annual leave
• Illness
• Scheduling conflicts with other bookings
• The cleaner no longer working in your area

If your preferred cleaner isn't available, we'll assign another fully vetted, professional cleaner who we're confident will do an excellent job. All our cleaners go through the same rigorous vetting process, so you can trust that you'll receive a high-quality clean regardless of who attends.

Building a relationship with your cleaner

Having a regular cleaner has many benefits:

• They learn your preferences and how you like things done
• They become familiar with your home and its specific needs
• They know where everything is kept, making each clean more efficient
• You build trust and rapport over time
• Consistency in the quality and style of your clean

We encourage you to leave positive feedback when you find a cleaner you're happy with - it helps them know they're doing a great job and helps us recognise our top performers.