Frequently Asked Questions
Services
We use heated, purified water technology. It does an incredibly good job at ensuring perfect results.
If you’ve ever experienced poor results with this technology, it would have been due to substandard or faulty equipment and/or poor technique.
Our £10,000 plus equipment and trained technicians will ensure your windows are left looking perfect.
Yes. We will always clean the sills and frames on every window and door.
No. The technique we use, combined with having warm water, allows us to brush the glass very gently with a soft-bristle brush.
For leaded or stained glass, we use a different brush with even softer bristles.
The brushes we use are purpose-built for glass and made from soft nylon bristles that cannot scratch glass.
We will always come back at no charge to make it right. Zero questions asked. We ask you to please send us a photo of the imperfection within 48 hours.
Once-off cleans seldom make sense. We highly recommend doing them either every 4 or 8 weeks or 12 weeks.
Besides the glass getting dirty again, it’s important to keep your windows and doors well-maintained.
As we thoroughly clean the frames and sills, it keeps them in great condition all the time.
The less frequently you clean, the more you pay per clean, but the less you pay overall as you clean less often.
We believe every 8 weeks is the sweet spot and best value for the customer. There is no difference maintenance-wise between every 4 and 8 weeks.
Customers who clean their windows every 4 weeks typically want perfectly clean windows 100% of the time. They’re comfortable cleaning the windows when they’re not visibly dirty.
Yes. While you spend less time outdoors, it’s still unpleasant to look out of dirty windows and see filthy sills.
Many times, due to the winter climate and falling leaves, they get dirtier in the winter months.
It’s also important to always keep them well-maintained.
Yes, we are possibly the highest-rated window cleaning business in our service areas.
We are approaching 200 5-star Google reviews.
Yes, but it needs to be selected as an extra to your window cleaning booking. We will clean it each time, but make sure you select it as an extra when making your booking.
This needs to be purchased as a separate service.
For a conservatory clean on a regular visit, it does not include the roof.
Please get in touch for a quote.
Yes. Velux’s are included at no extra charge in your clean when they’re easily accessible.
For harder to reach Velux’s we charge the following amount per Velux:
4-weekly: £2
8-weekly: £3
12-weekly: £4
Once Off: £4
Yes. These are included in your window clean, so long as the skylight is on a roof that is safely accessible by ladder, we will clean them.
Yes, but these come at a surcharge. Please let us know if you require this, and we can clean them for the following prices.
If you have not let us know, our technician will give you the option on the first clean to add this.
Roof Lantern – small or medium - EACH
Once Off or 1st Clean: £12
Every 4 weeks: £6
Every 8 weeks: £8
Every 12 weeks: £11
Roof Lantern – large – EACH
Once Off or 1st Clean: £16
Every 4 weeks: £8
Every 8 weeks: £11
Every 12 weeks: £14
Yes, but this does not come with a regular window clean. Please get in touch, and we’d be happy to provide a quote.
Yes, but we DO NOT clean these as part of a regular visit.
This is a separate service. Please get in touch for a quote.
The area often attached to the gutter, which is usually wood or UPVC. The fascia is the front-facing board, and the soffit is the area facing downward beneath the roof hang.
These are there to give a trimmed look to the roof, and they improve ventilation.
We use a combination of heated purified water and, where needed, an eco-friendly chemical.
Please get in touch for a quote.
Rainwater needs to flow freely through your gutters and downpipes. If the gutters are blocked, it will prevent this, which causes damage to your roof, walls and foundation. It also often leads to damp and mould issues.
There are a few signs that your gutters will need clearing:
- If you have a lot of moss on your roof.
- If your gutters are nearby to trees during autumn.
- If water is overflowing from the gutter when it rains.
- If you can see bits of moss, weeds or plants creeping up from the gutter.
- Your gutter joints are leaking.
- No water is flowing out of the downpipe when it rains.
- You have mould on the inside of your house.
We use state-of-the-art equipment from Gutter Vacuum Systems. It allows us to clean up to 40-foot gutters from the ground. It’s powerful enough to clear all types of debris from the gutters.
It usually will clear all blockages from downpipes; however, if severely blocked, we remove them from the wall to unblock them by hand.
Its camera technology enables us to get before-and-after footage.
Scheduling
Our main frequency of visits is either every 4, 8, or 12 weeks.
Yes. However, we strongly recommend doing them at least every 12 weeks.
Yes. Just let us know, and we will accommodate. However, note that we will adjust to the correct price for the new frequency. We will never do this without communicating with you first. To do this, please contact 01992 272102 or email info@callpennylane.com
Yes. If at any point you want to stop using us, you can cancel. To do this, please contact 01992 272102 or email info@callpennylane.com
You must ensure this is done by the latest, 6 pm, the evening before the next scheduled clean. To cancel you must either call us on 01992 272102 or email info@callpennylane.com
Almost always, but sometimes this might change due to things like adverse weather or a van repair; we will communicate changes with you.
Yes. If you’d like to change the day we visit on an ongoing basis, contact us by phone on 01992 272 102 or email info@callpennylane.com
The deadline for this is 6 pm the evening before your next scheduled clean.
Yes. We will accommodate this and move you to either another day that week or by up to 2 weeks on a 4-weekly cycle and 3 weeks for an 8-weekly cycle. To do this, you need to contact us by phone on 01992 272 102 or email info@callpennylane.com
The deadline for this is 6 pm the evening before your next scheduled clean.
Yes, but we only accommodate this on best endeavours.
Set times are trickier for us to but we’ll do our utmost to help you.
We request that you state the time/s of the day that DO NOT suit you, as opposed to just one time that does.
If we’re unable to accommodate the times you require, we will discuss moving you to a different day that week or by up to two weeks.
To do this, you need to contact us by phone on 01992 272 102 or email info@callpennylane.com
The deadline for this is 6 pm the evening before your next scheduled clean.
We request that you please do not do this. Sometimes we understand this needs to happen, for instance, if you’re on holiday or having building works.
However, we spend a lot of money and effort to provide the level of flexibility we offer. Our request to you in return is that you don’t just skip for no valid reason.
If you think the windows are not dirty enough to warrant a clean, we ask that you instead move onto a lower frequency plan.
No. It’s common for our clients to be out when we visit, and leave us access to the back windows.
That said, we realise that not everybody is comfortable with this, and it is entirely up to you.
As we send adequate reminders, if you don’t want to leave us access when nobody is home, please ensure you change the day or time if you are not going to be in.
Yes, please make sure your access gate is unlocked, the windows are closed, and pets are kept inside.
If you are going to be out, then we request that you do this before leaving the house. If you are in, please do this when you get the text message saying we’re 10 minutes away.
If you’re not comfortable with this, we request that you request a new day or time as discussed in the questions above.
We will first attempt to call you, and if you’re able to be home within 15 minutes, we will wait.
Otherwise, we will only clean the windows we have access to and charge 50% less than the value of a full clean.
We can clean your back windows using our portable system. It just means you need to ensure the day and time are suitable for when you will be home.
A surcharge is built into the price for this, as it adds a lot of time to the job.
Yes. We continue to clean in the rain unless it’s extremely strong showers. Rain is like purified water and does not mark windows. Marks are caused by rain dragging dirt from the corners and frames onto the glass.
As we wash these areas thoroughly, we’re 100% confident that rain will not negatively impact the result of our clean.
For peace of mind, we offer a guarantee on every clean, where if you spot any imperfections, we will return to fix them.
Yes. The day before your scheduled visit, you’ll get a reminder text. This allows you to request that we do not come during times that do not suit you.
We endeavour, but do not always send an ETA text message on the morning of.
You will then always receive a text message when you’re next up, and we’re 10 minutes away.
Pricing and Payment
We’ve made it as simple as possible to get a price.
There are a few ways to do this:
Click the “BOOK NOW” button on our website, and you’ll be able to get a price and book in seconds.
Call us on 01992 272 102
Complete the online quote form on our website, and we will respond with a price.
The price is determined by the size of your house, the number of add-on services (eg conservatory or extension) and the frequency of your clean.
Our main frequency is a once-off clean, a clean every 4, 8 or 12 weeks.
A 4-weekly clean is 50% less than a once-off clean, an 8-weekly clean is 30% less than a once-off clean, and a 12-weekly clean is 12% less than a once-ff clean.
Example for a standard 3-bed semi-detached:
Once off: £48
Every 4 weeks: £24
Every 8 weeks: £34
Every 12 weeks: £42
We accept cash and card payments.
After the visit is complete, you will receive a text message with a link to pay via your card with no need for internet banking or direct debit.
We do request that on the first payment, you select the option ‘REMEMBER CARD’ at checkout. Going forward, you will not need to do anything after a visit, but you will still receive the text/email with the paid invoice.
Staff
Yes, we are insured up to £5M.
Yes. Every person who works for us is DBS checked, non-smoking and fluent in English.
