Below is a list of the most frequently asked questions about Tree's Home Help, home support and cleaning services. If you have any additional questions, please contact us. Are you following Covid-19 guidelines? Yes! All our staff have full PPE equipment and are taking every precaution possible. At present, we are prioritising our most at risk clients with our Home Support services.Cleaning services are being offered on a case by case basis as hygiene and cleanliness is essential in the present climate. Social distancing must be adhered to, or ideally, the client should leave the property while cleaning takes place. Please inform us if you are in quarantine or displaying symptoms. Are Tree's Home Help staff fully vetted? All Tree's Home Help staff, including Tree herself, have completed full DBS (Disclosure and Barring Service) checks for your safety. Is a long-term contract required for Tree's Home Help services? No. One-off or very short-term visits only require a risk assessment and payment contract. All other Tree's Home Help service contracts run on a monthly basis with a one month notice period of cancellation, as per the terms and conditions. For more information, please contact us. How and when do I pay for my services? For one-off visits, we require payment on the day. For all contracts, we use a digital invoicing system where you can pay your bill online. This is sent out at the end of each month and must be paid within 7 days. We also accept cheques, cash, and BACS payments. Please note: failure to pay for your contract on time may result in the cancellation of our services and possible legal action in extreme circumstances. Are you fully insured? Tree's Home Help is fully covered with full comprehensive business insurance, including indemnity and public liability. You may request details during your consultation. Will the same member of staff visit me each time? Yes. 99% of the time the same member of staff will provide our services to you, we know how important it is to have someone you know and trust visiting your home. The only exception to this is when that member of staff is on sick leave, on holiday, or undertaking additional training. You have the option to pause services until their return. Will my appointment be the same time and day every week? In most circumstances, yes. Once you have a regular slot, it's yours to keep. The exception to this is where fortnightly or monthly appointments for other clients may overlap one of your own desired slots, but we will work with you to find an acceptable alternative. Do you provide personal care? At this time we do not provide personal care. This isn't because we're not trained to do so, it's because the cost of registering with the CQC is extremely prohibitive for a small business such as our own at present. What we do offer is exceptional Home Support for the elderly and vulnerable that goes far beyond what any personal care service can provide, and we work closely with various agencies and other services on your behalf who can provide the personal care you need. We also ensure that these service providers fulfil their duties to acceptable standards. Do I need to be home the day of cleaning? No, we can provide cleaning services when you are away from home, safe in the knowledge that our trusted and fully DBS checked staff will ensure that your property is secure when they leave. We can keep a key to your property in our key-safe, or explore other options. How will you enter my home on my scheduled days if I'm not home? We leave this up to you and is whatever you feel most comfortable with.You may give us a key which will be kept securely in a safe.You can leave a key in a safe place, security box, or with a neighbour.You can give us the entry code to the property We would not suggest leaving the property unlocked. Can I skip or reschedule an appointment? If you anticipate needing to change an appointment time then ideally we would like a minimum of 24 hours notice, otherwise we may have to charge you for the missed appointment. We'll move your visit to another more convenient time, or, cancel it altogether if required. Does Tree's Home Help use eco-friendly cleaning products? We are currently in the process of moving to eco-friendly cleaning products and will also be selling these products online in the near future. Unfortunately, in some circumstances, we have no choice but to use more aggressive cleaning products where eco-friendly options simply do not work. Hopefully, as time goes on, we can reduce the use of these harsher chemicals. Do you bring your own cleaning products? Yes, we provide our own cleaning supplies. We prefer to use the clients hoover where possible, but please inform us if you require us to bring our own. What will it cost to have my home cleaned? There are many variables and it entirely depends on the size of your home. We quote on an hourly basis and time it will take to complete the work. At present our hourly rates are as follows;Weekday - £16 per hourSaturday - £24 per hourSunday/Bank Holiday - £32 per hour What if I am not satisfied with the service provided by Tree's Home Help? We would be devastated if you found our services of an unacceptable standard. If you are unhappy, we would request that we have the opportunity to rectify the situation as quickly as possible. If you are still unsatisfied, then we would work with you to find a suitable solution or withdraw our services.Please note: to protect our staff from malicious claims in regards to cleaning services, we photograph each room once completed. This is to provide evidence for either party and is not publicly accessible. All photos are deleted once the next visit has taken place. Do you offer house cleaning gift certificates? Not at this time, but if their is demand this is something we will happily look at.