FAQs

If you’re visiting this page as a Rapid customer, or you are considering Rapid as your new commercial cleaning provider, then welcome! We have put together this page of frequently asked questions, based on the questions that both our sales team and operations team are most often asked.

Click on the relevant question and the answer will drop down below it. If you don’t find the answer you are looking for, why not send us an email or leave a message at the bottom of this page? We would be happy to answer any of your questions.

  • What products do you provide as part of the cleaning contract?

    We supply anything that is required to clean your premises – vacuum cleaner, mop and bucket, chemicals etc. Consumables such as toilet rolls, hand towels, soap dispensers etc are not included as part of the contract but we can order and arrange delivery on your behalf. You will be invoiced separately for these items.

  • How quickly can you start the cleaning contract?

    Ideally, we require 4 weeks from signing the contract to starting it. This allows us to comply with current TUPE legislation which states a 28-day consultation period. More than that, it provides us with time to find good quality cleaners and make the necessary arrangements to ensure we provide you with the excellent service you are expecting. If for any reason you require an  urgent start then we will make a special request to the Contracts Manager in your area, who will do their best to accommodate your needs.

  • Can we sign up for a trial period?

    In order to remain competitive on cost, our standard 12-month contract includes a clause allowing you to break the contract at any time. If for any reason you are unhappy with the service you are receiving, then just let us know. Our contract states that we have 15 days to put things right but if this is still not to your reasonable satisfaction, then we will bow out gracefully. In effect we are always ‘on trial’.

  • Do you have a set hourly rate?

    We generally work on a cost per building and tailor-made service, rather than an hourly rate. We prefer to treat each customer as an individual.

  • What areas do you cover?

    You will find a map detailing the areas we currently cover on this page. If you have multiple sites around the country, please make a direct enquiry and we will accommodate your needs if at all possible.

  • Do we have to keep our current cleaner?

    The current TUPE law exists to protect the employee. Our Managing Director, Jeff Whitton, has written a post giving the full information on how the TUPE law will affect you.

  • What if we love our current cleaner but not the provider?

    If you would like to take on Rapid as your service provider, without losing your cleaner, that is entirely possible. Assuming the cleaner would like Rapid to become their new employer and we are able to provide them a role with the same terms and conditions, they can transfer under TUPE.

  • Are your cleaners DBS checked?

    If a cleaner is working in an environment where they are likely to come into contact with under 18s (schools, nurseries, colleges) then initially their name will be checked against the Children’s Barred List (List 99). If that check comes back ‘clear’ then they will be allowed to work on site with a full DBS check being carried out within 2 weeks of them starting (results may take longer than that to come back).

  • How often do your Contracts Managers and Regional Managers visit?

    Once you become a customer of Rapid, you will automatically receive an audit once a month, carried out by your Contracts Manager. This is initiated by them and they will carry out the audit, which you will be invited to attend. We use a traffic light system, whereby ‘green’ means everything is ok, ‘amber’ highlights items that need attention and will be rectified by the next audit and ‘red’ means this must be dealt with by the next clean. You will be sent a copy of this audit for your records.

    The Regional Manager will visit on occasion and will sometimes attend the monthly audit.  If there is a specific issue that needs rectifying immediately then they will attend with the Contracts Manager.

  • Do you have a minimum number of hours per contract?

    As a general rule, we wouldn’t take on a new contract requiring less than 10 cleaning hours per week. The only exception would be if the building was located very near to an existing contract, meaning that set up fees would be minimal. 

  • How do you dispose of used chemical containers?

    Quite simply – we don’t! As part of our bid to be ‘greener’, we use a Chemical Dosing system which you can read more about here. This takes away any need to dispose of containers as they are all re-used.

  • Who do we contact if we have a complaint?

    As a customer, your first point of contact will always be your Contracts Manager. They will be best placed to deal with your query as quickly and efficiently as possible. If you still require assistance then Karen Henry-Arthur, our Head of Customers Services can be contacted on 0845 0742953.

One Response to “FAQs”

  1. katie Shelper

    Please would it be possible to provide a summary of all services provided to Twogether, Marlow Place. Please break it down in full –
    Daily – what services and the cost
    Weekly – what services and the cost
    Monthly – what services and the cost
    Consumables supplied – the cost and how many times a month are these delivered?
    Hygiene services – the cost and how amny times a month this service is provided?
    We are just in the procees of doing an inturnal audit of all our suppliers and so this is the reason for me requesting this information in detail.
    Thank you in advance.

    Reply

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