Frequently Asked Questions
What areas do you cover?
Please find listed below the current towns and area’s we cover in Norfolk. This is a non-exhaustive list, so please get in touch to see if we cover your area.
Wymondham, Attleborough, Hethersett, Cringleford, Norwich, Dereham, Swanton Morely, Long Stratton, Hackford, Hingham, Barnham Broom, Spooner Row, Southwold, Thorpe St Andrew, Queens Hill, Morely St Peter, Barford, Wramplingham, Mulbarton, Kettringham, Bracon Ash, Great Ellingham, Little Ellingham, Old Buckenham, New Buckenham, Shropham, Snetterton, Southwold.
Do you clean internal windows?
We do not offer internal window cleaning. However, we are pleased to offer recommendations for some local internal cleaning companies that are able to provide this – please feel free to get in touch for more details.
Do you offer one off window cleaning?
No, we do not offer one off window cleans. By accepting our quotation and using our services you are agreeing to a minimum of 3 window cleans.
Do you clean Velux windows or skylights?
Yes, our quotes for external window cleaning include all Velux windows and skylights. If certain windows are not accessible, this would be pointed out at the quotation process or as a note on the quote form.
Do you clean the window sills and frames?
Yes, we clean all glass, frames, sills, and doors every time. Our system even allows us to clean all the hard-to-reach areas including the expansion gap between lower frame and sill to give a thorough deep clean.
What method do you use to clean my windows?
To clean your windows, we use hot purified water which we have filtered through a five-stage filtration process. We use carbon fibre telescopic poles and soft bristled brushes. This equipment is specially made for professional window cleaning.
Do you clean windows the old-fashioned way?
We use a water fed pole system for all external window cleaning. We find this to be the most effective, safest method and provides better results.
Do you use ladders? Can you walk on my roof to access certain windows, Velux windows or skylights?
No, we are 100% ladders free. Our insurance does not cover us to climb or walk on any roofs. Due to the “Working at Height Regulation 2005” we have chosen to put the safety of our operatives first and use the water fed pole system to carry out our window cleaning. Please be reassured that we can clean almost all windows including Velux windows and skylights from the safety of the ground floor without risking damage to the property. Generally, if we can see the window then we are able to clean it.
Do you clean garage doors?
Yes, we clean garage doors for an additional fee of £2.50 per single garage door or £5 per double garage door. Please notify us if you would like this included.
Do you clean windows in the rain?
Yes, we clean windows in nearly all weathers. Rainwater is relatively pure therefore it does not affect the quality of the clean. We guarantee all our services, so if we’ve cleaned your windows in bad weather and you feel that the finish is not up to standard, please get in touch within 24 hours so we can return to the property to rectify any errors.
Why have you left my windows wet?
As we use purified water, no water marks are left and there is no need for manual drying of the glass. Your windows will be left wet to allow the water to dry naturally avoiding any water marks.
Why are my windows/vents leaking water?
If your windows or vents are leaking water into the property this would suggest faulty seals on the window or faulty vents. In most cases this would only happen on the initial clean due to the amount of water needed.
Do you clean houses with no gate for rear access?
For insurance reasons we do not trail hoses through main areas of our customers’ homes with no rear access. We are only able to bring hoses through garages or utility rooms with hard flooring. We can still offer our window cleaning service to homes with no rear access by only cleaning front or accessible windows and charging accordingly.
I have a locked gate, how do you gain access?
We send an automated, no reply, text to all our customers the evening before each clean at 7pm, to ensure access is available and gates are unlocked. If we are unable to gain access to the rear of the property then we will clean the accessible windows and adjust the invoice, accordingly, please note our minimum charge is £16. We may not be able to return at a different time or day to clean the remaining windows due to the way our rounds are organised.
Why can’t I reply to the text reminder or completed clean confirmation text?
We use an automated SMS service which cannot be replied to. This is a free service we offer to our customers for courtesy, convenience and to ensure we can access the property to carry out the clean. If you need to contact us, please call 01953 555 049 or email email@example.com.
I’ve forgotten to unlock my gate, can the window cleaner come back?
Unfortunately, our operatives will not be able to return later to clean the windows that were not accessible. If access is unavailable, the accessible windows will be cleaned, and the invoice adjusted accordingly. Please note our minimum charge is £16.
I’m going on holiday and can’t leave the gate unlocked, can I reschedule?
Unfortunately, we may not be able to reschedule a window clean due to our operatives working in “rounds” and having work in certain areas on certain days. Please contact us as soon as possible if your next clean due date is within a week of your planned holiday. We can then either skip the clean or clean the accessible windows and adjust the price accordingly based on your preference. Please note our minimum charge is £16.
Do I need to be at home while you are cleaning my windows or carrying out other services?
No, you do not need to be a home while we are cleaning the windows or any other service provided. The only exception to this is Gutter Clearing and Unblocking. We need access to a standard plug socket to use our gutter vacuum system.
What time will you arrive?
Unfortunately, we are unable to give exact time frames of arrival due to many factors. Our working day is 8:00am to 6:00pm.
Why has my window cleaner arrived earlier or later than scheduled?
Our regular window cleaning schedule is approximately 6 or 12 weekly. We ask for some flexibility on time scales due to holidays, sick leave, and extreme weather. This is usually only a few working days either side of the due date. We also optimise our rounds at the end of each year which means your next clean may be a week or two later than usual.
Do you come on the same day and time?
No, your window clean can fall on any working day of the week between 8:00am to 6:00pm.
Will the same window cleaner come each time?
It is common for you to have the same cleaning operative on each visit, however due to holidays, sick leave, round optimisation etc this is not always possible. All our operatives have sign written vans and t-shirts with “Maran Cleaning’ on them.
Can I skip a clean?
Our window cleaning schedule and pricing structure is carefully organised based on the frequencies of cleans we provide. We do not offer a “skip a clean” service. If you are going on holiday and plan to leave your gate locked or have construction work, please contact us as soon as possible so we can discuss this further.
I’ve booked a window clean, but no one has turned up.
Please ensure the direct debit has been set up, you can do this by clicking HERE. We need an active direct debit mandate before we carry out any regular window cleaning. Please ensure you have received confirmation of the date for your initial or regular clean. If the direct debit mandate is active and you have received confirmation then we may be running behind schedule, please allow a few working days before contacting us on 01953 555 049 or firstname.lastname@example.org.
You came to clean my windows but didn’t clean my conservatory roof?
Conservatory roofs are not included in window cleaning quotations. Visit our pricing page for a guide on pricing. Please get in touch if you would like to book your conservatory roof clean.
Can you clean the windows above my conservatory or extension?
Yes, we can clean almost all hard-to-reach windows from the safety of ground floor without risking damaging the property.
I have had my windows cleaned but I still have builder’s residue (e.g., plaster, concrete and paint etc.) stickers or adhesive, staining/discolouration on my windows. Why?
We use hot purified water with our water fed pole system to remove general day to day dirt and grime from all windows, frames, sills, and doors. Please be advised that a general window clean will not remove builders’ residues etc.
I’m having construction work done on my property, and you won’t be able to access my windows, do I need to cancel my direct debit?
No, please contact us on 01953 555 046 or email@example.com so we can pause the window cleaning schedule. Payments are only ever taken once a clean has been completed. As soon as the window cleaning schedule continues, payment will resume as normal.
When will I receive my “refer a friend” credit?
Our customers will receive their ‘refer a friend’ credit as soon as the new customer signs up to our regular window cleaning schedule.
Do I need to sign a contract?
No, our customers are not required to sign a contract, however by accepting our quotation you are agreeing to our terms and conditions. This means you are agreeing to a minimum of 3 window cleans. We do not offer one off window cleaning.
Do you have insurance?
Yes, all our operatives are fully covered and insured to protect against potential damage to our customers properties.
Do you offer a guarantee?
Yes, we guarantee all our services. If you are not 100% satisfied with any service provided, please contact us within 24 hours and we will arrange to return to the property free of charge to rectify any mistakes which may have been made. Please see below for more information.
I am not happy with the service you have provided/you have missed a window/my windows are still dirty.
Please notify us within 24 hours of the clean if you are not happy with the service provided. We will return to the property to rectify any mistakes. Please be advised our minimum charge of £16 may be applied if we return to find the mistake or dirt in question is on the inside of a window, or if the double-glazed window has failed and dirt is between the panes of glass. Please also check the window was fully accessible.
I believe you have damaged my windows
Please contact us via email to firstname.lastname@example.org or by calling us on 01953 555 049 as soon as possible if you believe we have damaged your windows or any part of your property. Please also see our terms and conditions.
How can I make a complaint?
If you would like to make a complaint, please call us on 01953 555049 or email email@example.com. Your feedback is important to us, and we are committed to rectifying any issues. Please be polite and courteous to our staff. We do not tolerate abusive behaviour.
How do I cancel your services?
If you would like to cancel our window cleaning services or any other service provided then please call us on 01953 555 049 or email us on firstname.lastname@example.org. Please provide a reason for your cancelation for feedback purposes.
If you are moving house feel free to get in touch to see if we cover your area. Why not take a look at our “refer a friend’ scheme to see if you and the new homeowner can save money on future cleans?
How do I pay you?
All regular window cleaning payments are taken by direct debit via GoCardless. Payment is requested after each clean and collected from your chosen bank account 3-5 days after a completed clean. Visit our payments page for more information. Ad hoc services for customers not on our regular window cleaning schedule are required to pay by credit or debit card in advance. This can be done by calling us on 01953 555 049 or emailing us on email@example.com.
How does the direct debit payment system work?
Please see our GoCardless guide for payers for all information related to this.
How do I sign up for GoCardless direct debit?
We do not use GoCardless as a monthly direct debit, subscription or fixed payment date each month. Payment will only be taken once a clean has been completed, this makes GoCardless direct debit ideal for regular window cleaning payments.
I don’t want to pay by direct debit, can I pay by another method?
Unfortunately, this is the only payment method we accept for regular window cleaning, all customers are required to pay by direct debit via GoCardless. Please be reassured that payment is only taken once a clean has been completed, if no clean is completed then no payment will be taken. You are protected by the direct debit guarantee which offers a full and immediate refund if payment is taken in error. Please see our payments page and GoCardless guide for payers for more information.
I don’t have an email address, can I still sign up to the direct debit via GoCardless?
A valid email address is required to set up the direct debit via GoCardless. Some of our customers use a family or friends emails address.
Can GoCardless take one off payments for other services your offer?
Yes, if you have set up the direct debit for your window cleaning schedule then we can use it to take one off payments for other services you may choose to have completed such as gutter cleaning or clearing, conservatory roof cleaning, patio/driveway cleaning etc.
How do I know when you will take payment?
Payments are collected 3-5 working days after your windows have been cleaned or other services have been completed. You will receive a confirmation text after each clean has been completed, you will also receive an email from GoCardless confirming the amount due and the date payment will be collected.
I haven’t had my windows cleaned, will payment still be taken automatically?
No, payment is only ever taken once a clean has been completed.
Can I cancel or stop this payment method if I don’t want to use it anymore or want to cancel my window cleaning service with you?
Yes, you can cancel your direct debit any time after the minimum of 3 window cleans, direct debits allow you to have full control of your payments.
Why is the initial clean and 6 weekly price more expensive?
Extra time and effort are spent for window cleaning with longer frequencies between cleans therefore our pricing reflects this. Our 6 weekly option is still a great option for customers on a tight budget as you will save more money annually.
Why Choose Maran Cleaning For Your Exterior Cleaning Requirements?
Maran Cleaning uses the most advanced and eco-friendly methods, utilizing the very latest in exterior cleaning technology. Our reputation for providing a first class exterior cleaning service is second to none and we regularly receive recommendations from satisfied customers.
Priding Ourselves On Our Attention To Detail
We aim to deliver 100% customer satisfaction.
We are a fully insured company, insured for all work we undertake for our customers
A Reliable Service
We offer a reliable service with attention to detail. Making sure our customers are happy keeps us happy
High Quality Service
As a professional exterior cleaning company our services are guaranteed to be high quality each and every time
Our pricing structure is affordable and competitive. We offer a great service at a competitive price
Free quotations are available upon request. We are ready and waiting to take your call to provide you with a quote
We are an eco-friendly company. Protecting the environment is important to us and our customers
Safe Cleaning Methods
Our exterior cleaning team use safe cleaning methods when cleaning properties for our customers