Frequently asked questions
Answers before you enquire.
How quotations work, what our prices mean, where we operate, what we can and cannot promise, and how to change or cancel arranged work. If your question is not here, ask us directly.
Contents
Jump to a section.
Quotations & pricing
How a price is reached and what a “from” figure means.
Section 02Who and where
Clients we work with and where in the UK we operate.
Section 03Delivering the work
Access, materials, equipment, frequency and timing.
Section 04Scope limits & changes
What we cannot promise, and how to change or cancel work.
Section 01
Quotations and pricing.
How does the quotation process work?
You send an enquiry describing the property and what you would like cleaned — by enquiry form, email or telephone. We come back with questions, usually about area, occupancy, access, timing and condition.
Where the scale or condition of the premises warrants it, we arrange to view the property. For specialist work such as deep cleaning or post-works cleaning, that assessment is usually essential rather than optional, because condition is what determines the price.
You then receive a written quotation setting out the agreed scope — areas, tasks, frequencies and exclusions — together with the price, the basis on which it is charged and the applicable payment terms. Nothing is committed until you accept that quotation and we confirm it. An enquiry is not an order, and a quotation is not a contract.
What does a “from” price actually mean?
It is an indicative starting price for that service against an agreed service scope. We publish these figures so you can judge whether we are in the right range before either of us spends time on an enquiry.
It is not a fixed price, not an hourly rate, and not a per-visit, per-week or per-month rate. None of our published prices is stated on any of those bases unless an accepted quotation defines that basis. The figure that governs the work is the one in your written quotation.
We also do not state whether prices include or exclude VAT, because the company's VAT position is not something we will assert on a website. Your quotation will be explicit about the amount payable.
Which factors influence the final price?
The final quotation depends on the size and condition of the premises, cleaning frequency, access arrangements, working hours, staffing requirements, location, equipment, materials and any additional requirements.
In practice, a few of those dominate. Condition matters more than area for specialist work — two kitchens of identical size can differ by a factor of three. Layout matters more than area for routine work, because cellular offices take longer than open plan. Access can add substantial time before work even begins. And working hours change the staffing cost directly.
Each service page sets out the factors specific to that work — see all eight services.
Can I book and pay online?
No. NEATFIELD does not operate online checkout, automatic booking or immediate payment. The commercial step is always a written quotation that you choose to accept.
This is deliberate. Cleaning priced without understanding the property is cleaning that will disappoint one side or the other, and a checkout button would require us to pretend we can price your building without seeing or discussing it.
When and how do we pay?
Payment terms — including any deposit, the payment schedule and the payment method — are set out in the quotation you accept, or in the invoice issued for the work. We do not publish universal payment terms, deposit requirements or interest rates on this website, because those details properly belong to the specific arrangement rather than to a generic page.
The position is set out further in our Terms and Conditions.
Section 02
Who we work with, and where.
Do you work with businesses, individuals, or both?
Both, though our work is primarily business-to-business. Most of our enquiries come from businesses occupying their own premises, managing agents, landlords, freeholders, residents' management companies, contractors and fit-out companies, and retail or showroom operators.
We also accept suitable enquiries from private individuals — for example somebody responsible for a residential development, a shared building, or a property needing a one-off clean. Whether we can help depends on the scope, the location and our availability, and we will tell you honestly either way.
Where in the UK do you provide services?
We accept enquiries for properties located throughout the United Kingdom, subject to scope, location and availability.
That qualification is meant literally. We do not claim guaranteed nationwide coverage, because guaranteeing something we cannot reliably resource would simply move the disappointment further down the line. For each enquiry we will tell you honestly whether we can resource the work properly at that location. Location is also one of the genuine factors affecting the quotation, through travel, parking, loading and permit arrangements.
Can you work with a European business or individual?
Yes, provided the premises being cleaned are physically located in the United Kingdom.
We are happy to correspond and contract with a business or individual based elsewhere in Europe who is responsible for a UK property — a landlord, an investor, or a company with a UK office. Correspondence, quotation and invoicing can be handled at a European address while the work itself takes place at the UK premises.
To be unambiguous: we do not send cleaning teams to continental Europe, and we do not operate offices outside the UK.
Is your London address an office we can visit?
No. 66 Paul Street, London EC2A 4NA is our registered office — the statutory address recorded at Companies House for company correspondence. It is not a walk-in location, a cleaning depot, a branch or a customer service centre.
Please contact us by telephone, by email or through the enquiry form. Where a property visit is warranted as part of quoting, we come to you.
How quickly do you respond, and what are your hours?
We do not publish guaranteed response times or set business opening hours on this website, because we will not commit publicly to something we cannot consistently hold. What we can say is that enquiries are dealt with directly rather than routed through a call centre, and that we would rather come back to you with real questions than with an instant automated acknowledgement.
If a matter is time-sensitive — a handover date, an inspection, a property that has to reopen — say so in your enquiry, or call us.
Section 03
Delivering the work.
Do you supply materials and equipment?
In most cases yes, and the quotation will say so explicitly. We select materials for the surfaces and finishes actually on site rather than applying a standard product list, and we use colour-separated equipment kept exclusively for washroom and food areas.
Some arrangements work better the other way round — a building with its own machinery, a client who specifies particular products for their finishes, or a site where consumables are bought centrally. Whichever applies, the supply arrangement is written into the quotation so there is no ambiguity about who provides what.
What about washroom consumables — soap, paper and liners?
Consumables are replenished only where the products and the supply arrangement have been agreed in writing. We are deliberately explicit about this, because consumables are a recurring cost that has to be owned by one side or the other, and “we assumed it was included” is the single most common cause of empty dispensers.
Where consumables are included, the scope will state who buys the products, which products they are, where stock is held and who is responsible for reordering. See Washroom & Shared Facility Cleaning.
How do access arrangements work?
Access is settled before the first attendance rather than worked out on it: keys, fobs, codes, alarm sequences, signing-in procedures, escorted access, where equipment may be stored, waste routes and who to contact on the day.
You are asked to ensure that the access agreed in the quotation is actually available when we attend. Where access fails and work cannot begin, that is dealt with under our Cancellation Policy and Terms and Conditions — but in practice the far better outcome is a phone call in advance, and we would always rather reschedule than have a team stand outside a locked building.
Can we have recurring cleaning, or only one-off work?
Both, and often a combination of the two.
Recurring attendance to an agreed scope suits general cleaning work, and changes the economics because each visit deals with less accumulation. Single attendances suit specialist work commissioned for a defined outcome.
A very common pattern is a deep clean to establish a baseline, a routine scope to hold it, and periodic specialist work — carpets, glass — scheduled into the year. Each element is scoped and priced separately so you can adjust one without disturbing the others.
How often will you attend?
That is agreed in your quotation rather than fixed in advance on this website. Some buildings suit attendance on most working days; others are better served by a smaller number of longer visits.
We will tell you honestly what frequency we can commit to for your property and location, rather than agreeing to a pattern we cannot reliably hold. We do not offer a 24-hour service, and any agreed hours are recorded in the accepted quotation.
Can you work outside our normal hours?
Often, yes. Early mornings and evenings are common for office and retail work, and evening or weekend attendance is frequently the right answer for carpet cleaning so the space dries overnight.
Working outside ordinary hours carries a different staffing cost, so it is one of the factors reflected in the quotation. Access, alarm procedures and lone-working considerations are all settled before the first attendance.
Section 04
Scope limits, changes and cancellations.
Can you guarantee that every stain will come out?
No, and we will not claim otherwise. Some marks have dyed, bleached or physically damaged the fibre, and no process recovers them — the mark is now part of the material.
Our objective in carpet and upholstery cleaning is a genuine, visible improvement achieved by a method appropriate to the fibre, following inspection and a discreet test area. Where we can see in advance that a particular mark is unlikely to respond, we tell you before the work rather than after it, so you can decide whether it is worth doing.
What exactly is covered by “interior” glass cleaning?
Ordinary internal glass worked from inside the building — partitions, meeting-room glazing, balustrades, glass doors, mirrors and the inside face of windows — where it can be reached safely from the floor or from ordinary access equipment used within manufacturer limits.
External window cleaning, facade cleaning, and any work requiring specialist high-level access such as powered platforms, scaffolding, towers or rope access is a different discipline. It is not included, and it would need to be assessed, agreed and quoted separately. See Interior Glass Cleaning.
What is included in post-works cleaning, and what is not?
It covers removal of fine construction dust, adhesive residues, protective film and finishing marks so a completed space can be inspected and handed over.
It is a cleaning service, not a waste clearance service. Ordinary waste generated by our own work is handled by us. Construction waste, packaging volumes, offcuts and site debris must be assessed and agreed separately.
We do not remove hazardous or specialist waste of any kind, including anything containing or suspected to contain asbestos, and we will not accept a scope that assumes we will. See Post-Works & Handover Cleaning.
Does a deep clean sterilise the premises?
No. Deep and one-off cleaning is a detailed agreed scope of physical cleaning, itemised in advance. We do not claim sterilisation, we do not claim disinfection to a validated level, and we do not issue certification.
Where a regulated hygiene outcome has to be demonstrated — in a food business subject to inspection, or a clinical environment — that requires a specialist working to defined protocols with appropriate testing and accreditation, and we will tell you so.
Can the scope be changed once work has started?
Yes, and it usually should be — buildings change, teams move and rooms change use. Changes are agreed between us and reflected in an updated quotation where they affect the price. Additional work is carried out only once it has been agreed, as set out in our Terms and Conditions. You will not find work on an invoice that you did not agree to.
How do we cancel or reschedule arranged work?
Please call +44 7828 789 641 as soon as possible if you need to cancel or reschedule an agreed service. Telephone is the official cancellation method because it is immediate and lets us stop resources being committed.
Have to hand your booking or quotation reference if you have one, the property address, the scheduled date, and whether you want to cancel or reschedule. We will confirm the request back to you.
The full position — including how enquiries, accepted quotations and confirmed work are treated differently, and your statutory rights — is set out in our Cancellation Policy.
What if we are not satisfied with the work?
Tell us promptly and directly, by telephone or email. We will want a reasonable opportunity to inspect the work and to agree with you how to put it right.
Raising a concern while the position can still be assessed is far more useful to both of us than raising it weeks later. Our Terms and Conditions set out how quality concerns are handled, and nothing in them affects any statutory rights you may have.
How do I contact you about a privacy or data question?
Email info@neatfieldcleaning.help or call +44 7828 789 641, and mark the enquiry for the attention of the company regarding data protection.
Our Privacy Policy explains what information we collect through enquiries, why we hold it, how long we keep it and what rights you have. It also explains your right to complain to the UK Information Commissioner's Office. Our Cookie Policy covers the very limited browser storage this website uses.
Still have a question?
Ask us directly — we would rather answer than have you guess.
If your question is not covered here, send it with your enquiry or call us. A specific question about your property will always get a more useful answer than a general one.