Terms and conditions

By placing an order with South Tyneside Council Cleaning Services, the customer is bound by the following terms and conditions:

1. General

1.1 All basic cleaning equipment and products (i.e. vacuums and standard cleaning products) are to be provided by the customer. If the customer wishes for South Tyneside Council to provide cleaning products there will be an additional charge.

1.2 Equipment and products required for specialist cleans (i.e. carpet cleaning) will be provided by South Tyneside Council and are included in the overall price for specialist cleaning services.

1.3 The customer must allow the cleaning operative access to hot water and power at their own cost.

1.4 In advance of the clean, all fragile and highly breakable items must be secured or removed from the areas which are to be cleaned.

1.5 South Tyneside Council Cleaning Services will not be liable for any costs associated with the triggering of any alarm systems. Where necessary, the customer should provide instructions for the deactivation/activation of any household alarm systems.

2. Health and safety

2.1 All cleaning equipment provided by the customer (e.g. vacuum cleaner) must be safe and in full working order. The cleaning operative reserves the right to refuse cleaning services if they deem equipment to be unsafe.

2.2 All products and detergents provided by the customer will only be used in areas which the customer has indicated. Cleaning operatives hold a full RISK and COSHH assessment portfolio covering all major products. The cleaning operative reserves the right to refuse cleaning services if uncomfortable or unfamiliar with cleaning products until the appropriate assessments have been carried out.

2.3 Where the customer requests bleach to be used this must be provided in a suitable container. It will be used only on areas directed by the customer and deemed safe via the cleaning operative (though risk assessments).

3. Gaining access

3.1 Key replacements or locksmith fees are paid only if keys are lost by South Tyneside Council Cleaning Services. There is a £25 per household maximum liability limit.

3.2 If the customer is not home when the clean takes place, the customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaning operatives being turned away or them being unable to gain access to the property where they attend the property in accordance with a formal booking.

4. Fees and payments

4.1 A quote will be provided by the Building Cleaning Manager/Supervisor prior to the works commencing.

4.2 South Tyneside Council Cleaning Services reserves the right to amend the initial quotation should the customer's original requirements change or works are broader than the scope initially agreed.

4.3 An additional fee may be added to cleaning services outside of the Borough boundary. This is to cover travel costs/additional time. This will be included within the initial quote.

4.4 We will aim to issue invoices for all works carried out at the end of each calendar month.

4.5 Payment is due immediately upon receipt of the invoice. Customers will receive a reminder is payment is not received within 14 days.

5. Cancellation

5.1 The customer may cancel or adjust the time of a single cleaning visit by giving at least 24 hours advanced notice.

5.2 We reserve the right to invoice all or part of the agreed charge should a customer cancel or change the date/time of their scheduled cleaning visit, giving less than 24 hours' notice.

5.3 Regular services can be cancelled by giving 14 days' notice. Notice to be provided via phone, email or in writing.

6. Insurance

6.1 The Council will maintain appropriate insurances for its operatives and the service.

7. Liability

7.1 South Tyneside Council's Building Cleaning team will not be held liable for:

  • 7.1.1 Tasks not complete due to the lack of suitable cleaning products, equipment in safe working order or lack of hot water/power;
  • 7.1.2 The wear or discolouring of fabric becoming more visible once dirt has been removed;
  • 7.1.3 Failing to remove old/permanent stains that cannot be removed using standard cleaning methods;
  • 7.1.4 Existing damage or spillage that cannot be cleaned/ removed completely using products and equipment provided by the customer;
  • 7.1.5 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

8. Data protection

8.1 All customer information will be held in accordance with the data protection act and will be held only for the purpose of providing and assessing the service. Information provided will not be shared outside of the organisation.

9. Complaints and claims  

9.1 If the customer is not satisfied with the cleaning works or has a complaint, this must be reported to the Building Cleaning Manager within 24 hours of the service being carried out. This includes any breakages or damage. Failure to do so will entitle the customer to no refunds of recovery cleaning.

9.2 South Tyneside Council's Building Cleaning Team will re-visit to rectify the work and re-clean any areas which are not to the customer's reasonable satisfaction. The customer must allow the cleaner to return to carry out the works.

9.3 South Tyneside Council's Building Cleaning Team will respond to complaints within 3 working days.