London Commercial & Office Cleaning FAQ's

Once we've allocated a cleaner or team of cleaners to your property, those cleaners will become your permanent cleaners, so they get to know your premises well, and you and your team know them too. Occasionally we may have to change the cleaners or if a cleaner is sick or on holiday for example, we will provide a replacement.  

As standard to keep your costs down, our commercial cleaners will use your own cleaning products and equipment. If you have specialist equipment, you should have someone available to demonstrate correct use.

Need products and equipment to be supplied?
No problem. We can arrange this for you for a small monthly facilities management fee, plus the cost of the products and equipment we purchase for you. Just let us know at the time of booking and we'll do this for you. This can include things like restocking of toilet roll, hand wash etc too.

We offer a flexible contract where it is a minimum of 1 or 3 months depending on the service, plus a notice period to cancel. Or we offer a discounted contract of 12 or 18 months with a price lock guarantee for the duration of the contract. Our one-time services do not have any minimum contract.

For one-time commercial cleaning & anti-viral sanitisation services, our minimum booking is for up to 2 hours.

If you want any regular service, then the minimum hours is 4 hours per cleaner. For example if you decided you required 2 cleaners, 5 days per week, then you'd need to book a minimum of 8 hours per day for 5 days, with a total of 40 hours each week.

For clients with 3 or fewer cleaners, ordinarily they will be unsupervised. A manager or supervisor may make unannounced spot checks on the cleaners at your premises and they will have ID clearly showing they are a Supervisor or Manager. Generally a spot check will be 30 minutes or less, however at times they may stay longer. You will not be charged any extra for these spot checks.

For larger teams of commercial cleaners, we will usually assign one or more cleaning supervisors. They will be answerable to the area manager (who may make unannounced visits). The supervisor will ensure the cleaners are carrying out the cleaning tasks correctly day to day. 

Our services are covered by our £5 million liability insurance. If you need insurance cover above £5m for a regular cleaning service on a 12 month contract or more, please get in touch as we may be able to increase our cover you.

Our cleaners are issued with an ID card which they are instructed to wear at all times whilst on your premises. You are able to request to see the cleaner ID card prior to permitting them entry.

Yes. If you wish to provide a cleaner with a key and code to secure your premises, please let us know at the time of booking. The cleaners will hold the key themselves rather than being stored in our offices due to the nature of how we provide our services remotely. You should satisfy yourself the cleaner can competently operate your alarm system and secure the premises in the correct way. You should request the cleaner signs a keyholders receipt making it clear they must return to key in person prior to giving them a key and send a copy of this to us right away.

If you have additional security on your premises, such as passing through metal detectors or searching of bags etc, then please advise us at the time of booking. The cleaners will abide by any non-invasive security procedures. In places where they will be physically searched with or without consent, just let us know so we can provide a cleaner who are happy to abide by these extended security procedures.

Most clients do not require a DBS checked cleaner. However, if due to the nature of your business e.g. a bank, airport or police station, we are able to provide cleaners with Standard DBS checks, or if your business qualifies, we can provide enhanced DBS checks. There may be a delay in starting your services when a DBS checked cleaner or team of cleaners is requested.

You will be able to contact the cleaners directly if you need to speak with them. If you need their contact number just get in touch with us via email or live chat.

One-Time Cleans
For one-time cleans, the payment is made at the time of booking and in advance of any service being provided. This can be made via credit/debit card or where offered via bank transfer. If we are unable to provide the service based on your booking, you will be refunded in full. 

Regular Cleans UNDER 40 hours per week
You will be invoiced in advance of your services being provided. Generally we ask that clients set up a direct debit. If you prefer to pay via bank transfer we can take this too.

Regular Cleans OVER 40 hours per week
You will be invoiced as per the contract we agree to. Advance payments may be required and custom payment terms can be agreed on an individual basis. Payments are usually made via bank transfer.

All of our cleaners are recruited by us. We advertise, interview and take on the cleaners directly as contractors and later as directly employed staff.

Our normal hours are open Monday to Friday 9am to 5pm. We may answer enquiries outside of this time also at times.

In order to keep our services cost effective for you, we operate an online customer service via email and live chat. Once you’ve been provided with a cleaner you will have an emergency number should you need to get in touch with us during our office hours.

Dustr was founded by Aaron Henriques, an award winning British entrepreneur in 2020 and launched in Spring 2021 in London. At the time of launching Dustr, Aaron had 8 years experience in operating a cleaning company, being part of the national domestic cleaning franchise and having overseen in excess of 1,800 clients and 200 cleaning staff in that time. He was awarded the national franchisee of the year award in 2017 for now widely adopted innovations in the domestic cleaning space and continues to change the way the commercial cleaning industry operates. Find out more here.