Frequently Asked Questions

If you have any questions about any of our services then take a look at our frequently asked questions below. If your query isn't answered here then please get in touch with us via any of the methods listed on our contact page and we will be happy to assist you.

Window Cleaning FAQ's

Why have I been charged the full price when you've only cleaned my front windows?

We now charge the full price per visit. If you've forgotten to open your gate or have been on holiday simply go to our 'Customer Service" page to book a rear window clean. We will be happy to return at our cost to clean your rear windows when access is available.

Do you clean windows in the rain?

Yes we clean windows in moderate rainfall, if we didn't we wouldn't be able to offer a regular window cleaning service. Rain water is relatively pure so doesn’t effect the quality of the clean but If the weather is stormy with high winds we usually take the day off. We also offer a "Rain Guarantee". If we've cleaned your windows whilst it was raining and you feel that the finish is substandard just complete the form on the customer service page to book a free reclean.

How accurate is your window cleaning quote form?

We find that the quote form is accurate over 95% of the time. If the operator attending on the day feels that the price needs decreasing or increasing he will contact you to discuss this before he starts cleaning.

Did you clean my Velux windows or skylights?

We will always include skylights or velux windows in a quote (unless instructed otherwise). The higher and more obscured they are, then the harder they are to clean. Of course we always clean to the best of our ability.
As a rule of thumb, if we can see it, we can clean it !

I've booked a window clean but no one has come?

Did you receive a welcome email from us informing you of your first clean date? If not please complete the customer service form on this website and we'll check to see if we have a completed booking form from you. Did you complete a GoCardless direct debit mandate when booking? We need an active direct debit mandate before we carry out any regular window cleaning.

You came to clean my windows but didn't clean my conservatory roof?

Conservatory roofs are booked as a separate job and are not included in your normal window cleaning price. You can book a roof clean on our "Conservatory Roof Cleaning" page, under 'other services'. Most customers have this done once or twice a year.

How do I pay you?

We collect payment for regular window cleaning via GoCardless direct debit. If you didn't set this up when you booked just visit our payments page.

You are required to pay in full within 7 days of the cleaning date. To guarantee this choose to pay by GoCardless direct debit.

If you have no internet access ask the cleaner if you can pay by card on the day.

Do you use ladders?

No we don't use ladders for window cleaning. Due to the "Working at height regulations 2005" we have chosen to put the safety of our operatives first and use the water fed pole to carry out our window cleaning. The specialist ladders inside of our vans are for low flat roofs and conservatory roof access only.

I'm going on holiday can I reschedule?

We operate a window cleaning "round" so it can be difficult to reschedule a window clean for when you return home from your holiday because we might not be in your area. If you want to "Miss" your clean completely and not be charged just let the office know by completing the form on the customer service page before you leave for your holiday. If you've been charged the full price for a front window clean due to 'locked gates" just book a rear window clean on our customer service page. If you get our "no reply" text reminder whilst your on holiday to say we are going to clean your windows the next day there is no need to try and reply to it or contact us. Our customer service office closes at 5.00pm. Just relax and enjoy your break.

I've forgotten to unlock my gate for the window cleaner can he come back?

Yes no problem. Simply contact us on our "Customer Service" page and we'll book a rear window clean for you. You'll recieve the normal 7pm text reminder.

Why can't I reply to the day before text reminder?

The text reminder is a free service we offer to remind you to leave your gates unlocked for the day, It's computer generated and cannot be replied to. If you need to contact us just use the contact form on the "Customer Service" page. Please note although our booking phone lines are open untill 8pm customer service closes at 5pm.

Why have you left my glass wet? What method do you use to clean my windows?

We use pure filtered & deionised water to clean your windows. This involves the use of a carbon fibre telescopic pole, a soft brush and 100% pure water which we have filtered through a five stage filtration process. We remove the dirt from your windows with a purpose made window cleaning brush then rinse the glass. The pure water is left on the windows to dry naturally without leaving watermarks.

I have a locked gate how will you gain access?

We send a "no reply" automated text to all our customers the day before we are due to clean. This is to remind you to leave the gate unlocked for the day. If we can't gain access to the rear of your property because of locked gates we will clean the accessible windows. If we are in the same area over the next few days we may leave you a note to ask you to text us when your gate is open but we can not guarantee this. If you have large front gates which needs an access code we may ask for the code. We reserve the right to remove you from the round if access is repeatedly restricted.

Can you clean the windows above my conservatory or extension?

Yes, we can normally clean hard to reach windows safely from the ground. If we can see the window we can normally clean it. If your conservatory or extension is long this might restrict access to certain windows.

Do you clean internal windows?

Sorry but we don't clean internal windows.

Do you clean garage doors?

Yes, If you want to add the cleaning of your garage door and frame just let us know. We charge £3.00 per single garage door or £5.00 for a double garage door.

Do you clean the window sills and frames?

Yes on every visit we clean glass, frames, sills & doors. Please note - There is always a chance of water and particles of dirt running out from the gap between the window and the sill after the operator has left your property. This doesn't mean the operator hasn't cleaned your sills. Over time the dirt trapped between the window and the sill will be washed out.

Is there a contract?

No there is no contract to sign. All we ask is that you have at least two window cleans with us. You can cancel at any time after the two cleans. Just let the office know. Please give a reason for your cancellation.

Do you clean windows the old fashioned way?

We only clean windows using a water fed pole and without ladders because we believe it gives better results overall and is much safer for our operatives.

What time will you arrive?

We don't offer appointments or give times of arrival for regular window cleaning. Just leave your gate unlocked for the day. We clean windows from 7.30am to 6.00pm.

Why has my window cleaner arrived early or later than scheduled?

Our regular window cleaning round is approximately 6 or 12 weekly. Holidays, sick leave and extreme weather can effect our schedule. If your second window clean is early it's because we have positioned you in the correct position on our rounds. Also at the end of each year we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.

Do you come on the same day and at the same time?

No, your window clean can fall on any day of the week between the hours of 7.30am - 6pm.

Will the same window cleaner come each time?

Due to holidays, sick leave, paternity leave and round optimisation it is not always possible to have the same window cleaner on each visit. We pride ourselves on offering a regular 6 or 12 weekly service, to do this anyone of our window cleaners might attend. All our window cleaners have sign written vans with "ACS Window Cleaning" on them.

No rear access? Do you clean houses with no gate for rear access?

If you have no gate for rear access we can still offer our window cleaning services to you but it may have limitations. Due to past insurance claims we no longer bring our hoses through the main part of customers houses. We can however bring hoses through garages or utility rooms with hard flooring. If you're not home on the day of the clean we would just clean the front windows and charge accordingly. Sorry but we don't offer an appointmnet service for regular window cleaning.

Do you do "one off" window cleans?

No, not at the moment, not for window cleaning alone.

We do offer "One Off" cleans, but only for 'other services' - not for window cleaning !

As a regular window cleaning customer, you will also receive a discount on 'other services.'

Do you have liability insurance?

Yes our employees and franchise owners have liability insurance.

What should I expect after your first visit?

Your windows, frames and sills should be sparkling clean. If your last window cleaner used soapy water and a cloth to clean your windows or your windows haven't been cleaned for a long time you might notice a few spots or watermarks when the water has dried. This is totally normal, the pure water draws out left over soap residue and dirt from the frames. After the second clean your windows should be sparkling clean. Please note that there might always be one or two water spots left on the glass, this is the trade off between quality and safety.

How do I contact my window cleaner direct?

The best way of making contact is to complete the online form on our customer service page on the website between 9.00am - 5.00pm. We can then pass on the message or book a reclean for you.

Why is the "First Clean" and the "12 Weekly" price more expensive?

We offer a 12 weekly round because some customers prefer to have less visits each year. The price is higher per clean on the first clean and the 12 weekly round due to the extra time needed to clean the windows, frames and doors. Even though the price per visit is more you still save around 20% per year.

Why have you not cleaned my front door?

If your door is an original wooden door with no threshold or weather strip at the bottom we will wipe down your door with a damp cloth. We do this so pure water doesn't run under your door. If your door is in poor repair we may not clean it all all.

Do you do builders cleans?

Unfortunately not, our pure water cleaning system uses a soft brush to remove everyday dirt. It is not designed to remove cement, mortar, paint or silicone. We also find that customers are too quick to blame the window cleaner for scratching their glass when in fact the scratches was caused by the builders.

My windows are still dirty - You have missed a window. Do you offer a guarantee?

Yes we offer a 48 hour guarantee with all our window cleaning. If you are not 100% satisfied we will come back and reclean for free. To book a free re-clean just complete the contact form on our "Customer Service" page. A call out charge may be applied if we return to clean and we find it's the inside of the windows that are dirty or the double glazed unit has failed and the dirt is on the inside of the unit. Please note that there might always be one or two water spots left on the glass, this is the trade off between quality and safety.

I believe that you have damaged my windows

Take a look at our no nonsense "Terms & Conditions" here T's & C's

How do I cancel my window cleaning?

If you wish to cancel your window cleaning permanently just complete the contact form on our customer service page. Please provide a reason for your cancellation. If you are moving house why not take us with you?

How can I make a complaint?

We are always happy to listen to our customers feedback and we will do our upmost to rectify any problems in a timely manner. When contacting us please be polite & courteous. You can call us during normal working hours which are 9am - 5pm or leave a message using the contact form on our "Customer Service" page.

GoCardless Direct Debit FAQ's

I don't want to pay by direct debit can I pay by another method?

All new customers are required to pay for their window cleaning by GoCardless direct debit. GoCardless direct debit is the safest way to pay, no late payment charges apply and you are covered by the direct debit guarantee. Payment is only taken if we have cleaned your windows. Sorry but we don't accept bank transfers or cash.

How will I know when my GoCardless payment is going to be taken?

GoCardless payments are collected 5 days after your windows have been cleaned. You will receive an email from GoCardless prior to your payment being taken informing you of the amount due and the date that the payment will be collected.

Is GoCardless a monthly direct debit?

No, GoCardless only asks for a payment when a job is complete. It's perfect for collecting regular payments such as 6 or 12 weekly window cleaning.

I haven’t had my windows cleaned will payment still be taken automatically?

No, payment is only ever taken if your windows have been cleaned.

I’m having building work done and won’t need my windows cleaning for a few months, will I need to cancel the direct debit setup?

No, Payments are only ever taken after your windows are cleaned, if you are not having your windows cleaned for any reason payment will never be taken until you re-start your cleaning schedule.

Can GoCardless take one off payments for the other cleaning services you offer?

Yes, if you're on our regular window cleaning round and pay via GoCardless direct debit we can use your direct debit to collect one off payments for gutter cleaning, fascia and conservatory cleaning.

How do I sign up for GoCardless direct debit?

Just visit our payments page on this website.