Initiating Contact:
Start by reaching out to us through a phone call, WhatsApp, or email. We value direct communication and will be happy to discuss your second home management needs. Some clients have opted for an initial Zoom call, allowing for a more detailed discussion and a chance to address any specific questions you may have.
Initial Consultation:
We understand that each client is unique. Following your initial contact, we can arrange a meeting, either in person or virtually, to delve deeper into your requirements. Some clients have even started working with us after an initial Zoom call, demonstrating the flexibility and adaptability of our onboarding process.
Contract Agreement:
Before we commence our services, we require a signed contract agreement. This document outlines the terms and conditions of our partnership, ensuring clarity and understanding between both parties.
What's what/packages
Do you offer keyholding services, and is there a charge for it?
Absolutely! We offer keyholding services to ensure easy access to your property when needed. We charge a monthly fee for securely holding your property key. However, we're not just about holding physical keys anymore! In today's world, we're equipped to handle modern security measures too. Whether it's knowing the key-safe code where your property key is stored or using our fingerprints for smart locks, we've got you covered. Your property's security is our priority, no matter the method!
Is there a charge if I forget my key when visiting my property?
If you can swing by and pick up your key from our place, no worries! There's no charge for that. However, if you prefer us to make a trip to your place, we'll charge you just like we do for a regular check. It's good to keep in mind that we usually have our own commitments during the day, so we might not be available right away. We'll do our best to coordinate and make it as convenient as possible for you.
How often will my property be checked?
Property checks are conducted based on the frequency specified in your second home insurance policy, typically every seven or fourteen days. We recommend confirming these requirements directly with your insurer to help you choose the appropriate service package.
Can I choose the frequency of property checks?
Yes, you can! We offer service packages with both weekly and fortnightly property checks. Your choice may depend on the specifications outlined in your insurance policy.
Can you guarantee you'll spot everything wrong during your checks?
We always give it our best shot, but we can't promise to catch every little thing. Some issues are tricky – like a tiny leak hiding behind a wall. For example, one time, guests said they had no heating over a weekend stay. The property had underfloor heating, which takes time to warm up. Since it was set to turn on and off at different times, we couldn't catch it during our regular checks. But, as soon as we heard about it, we got it sorted out straight away for the owners!
What's most important is that we keep a record of all our checks. Whether it's recorded on our invoices or communicated when issues arise, having regular checks means you're covered. If something goes wrong and you need to contact your insurance company, you've got proof that you've been proactive in looking after your property. It's peace of mind you can rely on!
Can I customise a service package to fit my specific needs?
Sure! We have a special Platinum package with some extra perks. You won't pay extra for calls on weekends or outside regular hours. We can also help you book restaurants and taxis (if they're available). Plus, you'll get priority booking for cleaning services. These cleanings are usually planned in advance to make sure they fit into our schedule.
What additional cleaning services do you offer?
We provide various additional cleaning services, including carpet cleaning, hard floor cleaning (some are done through our other company Ryedale Cleaners), and window cleaning (inside and outside). For specialised tasks like oven cleaning, we recommend considering a professional oven cleaning company.
Tradesmen/repairs/maintenance
What maintenance services can you provide?
We've got your back on maintenance! We team up with local plumbers and heating engineers. For example, we keep an eye on your calendar for yearly tasks like boiler services or chimney sweeps. When it's time, we shoot you a friendly reminder and, in the meantime, schedule the service for you. We'll even let in the experts to get the job done. It's a yearly thing – like clockwork!
How are tradesmen arranged for property maintenance or repairs?
You have three options. You can engage your preferred tradesman, choose from our recommended professionals, or let us find a suitable tradesperson on your behalf. We ensure seamless coordination, including access arrangements.
Can I trust your recommended tradespeople for property maintenance?
We always strive to recommend reliable tradespeople based on positive experiences and recommendations. For shorter jobs, we can oversee their work. However, for longer projects such as new boiler installations or painting/decorating that may take a day or more, we entrust the property key to the tradespeople. While we cannot guarantee their actions, we approach it with the same trust and care as we would in our own home environment.
How are tradesmen expenses handled?
When The Company sources a tradesperson, we typically cover their expenses on your behalf unless otherwise agreed. Please note that, acting as your agent, we may purchase products or services inclusive of VAT, and this will be detailed in your invoice.
What happens in case of an emergency or a property-related problem?
In case of emergencies, such as leaks or alarms going off, we have specific call-out services. Additional charges apply, and we recommend registering us as key holders with local authorities for smoother emergency responses.
Pricing/cancellations
Pricing and Charges:
Our current hourly rate is £36. For services starting from the Silver package and above, we implement a minimum time slot of half an hour. It's important to note that additional charges may apply, and we encourage open communication about your specific needs and preferences.
How often do you review your prices?
We conduct a yearly price review to ensure that our rates remain fair and competitive. This practice allows us to adapt to industry changes and continue providing exceptional services. While this doesn't guarantee annual price increases, it helps us stay current with the evolving market.
Are there any hidden charges in your services?
We are committed to transparency. Any additional charges, such as travel costs, are clearly communicated in advance. Our goal is to provide clear and upfront information about our services and associated costs.
What happens if I need to cancel a cleaning booking?
If you need to cancel a cleaning booking with us, please be aware that we reserve the slot/date specifically for you. In the event of a cancellation, we will need to charge you for at least our agreed amount of 3 hours of cleaning. Depending on the circumstances, a full amount may be charged. We appreciate your understanding and cooperation in this matter. If you have any questions or concerns about cancellations, please feel free to reach out to us.
How do you handle cancellations or changes in service requirements?
We prefer a friendly and open approach. If circumstances change and you no longer require our services, we appreciate a one-month notice. For cancelled booked/planned services, the full amount will be charged.
