Frequently Asked Questions
Earth Concerns Cleaning sends one or two people into your home depending on the schedule. More staff may be needed for intensive work.
During unprecedented times like COVID-19, staff work individually at all times for best social distancing practice
Yes. You can have a Time Cap set along with a priority list. But be aware that our booking minimum is 3 hours. If expectation cannot be met in the TIME CAP, you must book additional time for that work to be done. Staff work at moderate speed with their long term health and safety in mind. TIME CAPS are not appropriate if you expect more done than the time allows. If your last cleaner was faster than everyone else, there may be a reason your last cleaner is no longer cleaning.
We require at least two business days (48 hours) notice of a last minute cancellation or change. Late cancellations are billed for the full booked time to cover the cost of holding the booking and allows us to maintain a great team of staff. Time of notice is the time the email or phone call is received in the office. Office hours are Monday to Friday 9 – 4.
Courtesy time for notice – out of respect for staff – is 2 weeks to ensure good work schedules for all staff. Client cancelling last minute repeatedly will be refused further service in order to maintain staff.
If staff arrive for a scheduled booking and are turned away or cannot gain entrance to the job-site, the client is billed for the booking time.
Our cancellation policy is set to ensure staff have a sustainable reliable work schedule and to value the time they set aside to work.
The office will follow up your first clean with a feedback call or email. However you are welcome to provide feedback to the office by phone or email at any time. For simple directions you’d like to pass on to staff, you may communicate with staff directly or with a note. Feedback that goes through the office, can be added to the job-note for your home.
Our office is open to your feedback in order to address areas that need improvement. If staff cleaning show a blind spot, we can address the area of concern with staff. If your concerns are greater than one item missed or done poorly, we will offer to send in another staff to correct the problem for you. When required and if we know within 24 hours, we can have staff come in and redo areas not done well.
Turnover does happen. Over the years, Earth Concerns Cleaning has focused on a positive work environment to limit turnover and we are getting results. But turnover doesn’t always happen for bad reasons. We celebrate staff who move onto better opportunities or complete school and enter into a new career option. Sometimes staff choose to visit family for extended periods because they have worked long and hard to save up for it. You are always informed of any changes ahead of time.
Start times are estimated times of arrival. The eta takes into consideration the existing schedule, travel route, staff availability, and lunch breaks. We accommodate start times requests to the best of our ability but we expect clients to have an access plan in the event of delay or early arrival. Clients are expected to make sure staff have access to the jobsite, are not waiting for access, and are not turned away at the door.Due to ongoing issues with travel in the city, we make an effort to keep clients informed about significant delays. The combination of transit reliability, traffic delays, lack of city housing, and poor daycare options, leads to excessive travel time for staff before they even get to work. We ask for compassion for staff against these odds and the political will to make effective change in Ontario.
We can try to accommodate nap times but may be limited in what we have to offer based on a complex schedule. With the bad track record of the TTC having delays, a tight schedule may not always work out. We train staff to be sensitive to the needs of the home (cause nap time doesn’t always happen when you expect) and follow client or nanny directives. By starting in one area and working in others later, nap time can be worked around.
During slow seasons, we send out select cleaning specials to occasional clients. Contact us and ask us to send you emails for any upcoming cleaning specials.