Frequently asked questions
From regular home cleaning to carpets, exterior work and specialist services, here are answers to the questions we’re most often asked.
Customer Portal questions
What can I do in the CNP Customer Portal?
Review and digitally sign quotations, ask us questions about a quote, request preferred booking dates, see confirmed bookings, access signed documents and invoices, request changes to bookings and explore optional Home Care benefits.
Do I need to sign a separate Service Agreement?
Normally, no. Your digitally signed quotation records the service and price you have agreed. If additional written terms are needed for a particular service, we will explain them before you proceed.
How do I access my Customer Portal?
Use the Customer Login link at the top of our website to request a secure access link by email. You do not need to remember a password.
Does signing a quotation confirm my booking date?
No. After signing, you can suggest preferred dates in your portal. CNP Services will check availability and confirm the appointment or propose an alternative. We will send a confirmation when your booking is agreed.
Where can I find my signed quotation?
Open Documents or Quotes in your Customer Portal to view or download the signed quotation and its digital acceptance record.
General questions
What areas do CNP Services cover?
We are based in Wiltshire. Regular domestic cleaning is generally kept within around 35–40 minutes of our local base, subject to route availability, so we can build reliable, efficient rounds. Carpet, exterior, end-of-tenancy, commercial and other specialist work can travel further. Our quote journey checks the location for the service you need.
Are you insured?
Yes. CNP Services is fully insured, including £2 million Public Liability Insurance and £10 million Employers’ Liability Insurance, together with specialist cover for customers’ property while it is being cleaned or treated.
Do I need to provide cleaning products or equipment?
No for our standard cleaning services. We bring the professional equipment, products and materials required for the work we have agreed.
Will I know the price before work starts?
Yes. Our online calculator can give you an initial estimate before you decide whether you would like to take things further. We will review your requirements and any photos you provide. If necessary, we will request further details or arrange a free consultation before confirming the service and price. All new regular domestic cleaning customers receive a home consultation. Regular domestic cleaning is £27 per cleaner-hour with a 2-hour minimum (£54). Other services are priced according to the agreed scope.
Why do you arrange a free consultation?
After reviewing your enquiry, we may request more details or photographs, or arrange a free consultation if a visit is needed. Every new regular domestic cleaning customer receives a home consultation. It lets us see the property or item, understand exactly what you would like us to do, check access and any specific requirements, and confirm the service and price before you commit. What we assess varies by service — for example cleaning priorities and recommended hours for Domestic, fibre and staining for carpets and upholstery, or surface condition and access for Exterior Cleaning.
Does requesting an estimate commit me to anything?
No. Your online estimate or initial enquiry is completely without obligation. If you are happy with the estimate and would like to take the next step, we will review your requirements and advise whether any further information or a consultation is needed. Nothing is booked until the service and price have been confirmed and you have agreed to proceed.
Domestic Cleaning questions
How much is regular domestic cleaning?
Regular domestic maintenance cleaning is £27 per cleaner-hour, with a minimum visit of two cleaning hours (£54). Standard cleaning products, materials and equipment are included. Our online calculator provides an initial estimate based on what you would like cleaned. Your recommended cleaning time and visit price are confirmed following your free consultation.
Do I need an Initial Home Clean before regular visits?
Yes. For new regular domestic customers we arrange a free consultation, then agree and separately quote an Initial Home Clean. This first appointment gives extra attention to the areas that need it before weekly, fortnightly or monthly maintenance begins. We confirm the tasks, time and price in advance; specialist descaling, grout restoration, fixture dismantling, internal appliance cleaning and carpet extraction are not automatically included.
What is included in a maintenance clean?
Maintenance cleaning is regular cleaning built around an agreed plan for your home. We keep on top of the key areas on each visit and can rotate more detailed tasks where required.
How often can you clean my home?
Regular cleaning and Cleaning + Housekeeping can be arranged weekly, fortnightly or monthly, depending on your home and requirements. The amount of time recommended may vary depending on the frequency and the work you would like included.
What is the difference between cleaning and housekeeping?
Housekeeping combines regular cleaning with agreed household tasks such as changing beds, laundry-related tasks, ironing and other practical support.
Do you offer deep cleans?
Yes. Deep cleaning is for homes needing more intensive attention. Because condition can vary considerably, we assess the requirements before confirming the price.
Carpets, Rugs & Upholstery questions
What do you clean?
We professionally clean suitable fitted carpets, stairs and landings, rugs, sofas, armchairs and dining chairs. Suitability is checked before work begins.
How long will carpets take to dry?
Drying time varies with fibre type, ventilation, temperature, the amount of moisture required and the condition of the carpet. We extract as much moisture as practical and will give you aftercare guidance on the day.
Can you guarantee every stain will come out?
No professional cleaner can responsibly guarantee removal of every stain. We assess marks and staining and use an appropriate treatment, but the final result depends on the fibre, stain type, age and any previous treatment.
Do you check rugs and upholstery before cleaning?
Yes. We consider fibre type, construction, backing and colourfastness where appropriate before choosing the cleaning method.
Will I get an estimate before the consultation?
Where enough information is available, our online quote builder can give you an initial estimate. We will review your details and photographs, and arrange a consultation only if needed to confirm suitability and provide your quote.
Exterior Cleaning questions
What exterior surfaces can you clean?
We clean suitable patios, paving, driveways, paths, entrances and other hard exterior surfaces. We assess the surface and access before confirming the work.
Do you need access to water?
For pressure-washing work we normally need practical access to a suitable water supply. We will confirm the requirements when arranging the job.
What happens if the weather is bad?
Light weather changes do not always prevent exterior work, but unsafe or unsuitable conditions may mean we need to rearrange. We will contact you if the planned job is affected.
Do you visit before confirming the job?
We will review photographs, approximate measurements and access details first. If the information is insufficient, we may ask further questions or arrange a free site visit before confirming the work and price.
End of Tenancy questions
What does an end-of-tenancy clean include?
The agreed move-out scope can cover kitchens, bathrooms, WCs, bedrooms, living areas, surfaces and inside windows, with professional carpet cleaning included where required.
Do you offer a deposit-back guarantee?
We offer a 72-hour return promise for eligible cleaning issues: if an issue within the agreed cleaning scope is raised after handover, contact us within 72 hours and we will return to re-clean the affected area in line with our terms. It is not a guarantee that a landlord or agent will return a deposit, as deductions can be made for matters unrelated to cleaning.
Do you need parking and access information?
Yes. We confirm property details, access, parking and the agreed scope before the appointment so the job can be planned properly.
Can I get an estimate before you visit?
Yes. Where enough information is available, we can provide an initial estimate before you decide whether to take the next step. If we need further details or a visit to confirm the final scope and quote, we will arrange this with you.
Commercial Cleaning questions
Do you provide regular commercial cleaning?
Yes. We can build recurring cleaning schedules for offices, shops, salons, hospitality premises, communal areas and other suitable workplaces.
Can you provide one-off commercial deep cleaning?
Yes. One-off and periodic intensive cleaning can be arranged around the premises, condition, access and required scope.
Are commercial schedules tailored?
Yes. We agree the tasks, frequency and timing around the way your premises are actually used rather than forcing every business into the same package.
How do you quote for commercial cleaning?
Tell us about your premises and requirements first. If the opportunity looks suitable for both sides, we will review your requirements and arrange a free site consultation where necessary to confirm access, tasks and schedule before providing a tailored quotation.
Build & Construction Cleaning questions
Do you provide builders and sparkle cleans?
Yes. CNP Services provides builders cleans, sparkle cleans, final handover and re-cleans, phased plot cleaning, refurbishment cleaning and show-home cleaning for developers, contractors and refurbishment projects. View Build & Construction Cleaning →
What is the difference between a builders clean and a sparkle clean?
A builders clean removes fine construction dust and build-related residue once works are substantially complete. A sparkle clean is the detailed final presentation clean immediately before inspection, presentation or handover.
Can you work around phased completions and snagging?
Yes. Cleaning can be planned around plot releases, phased completions, follow-on trades and snagging, with return attendance agreed where required.
Do you clean refurbishments as well as new builds?
Yes. We can quote for suitable residential and commercial refurbishment, renovation, extension and conversion projects as well as new-build work.
How do you quote for build cleaning?
Build cleaning is project-priced. We review the specification, condition, number of plots or units, build stage, programme, access and site requirements before confirming the scope and quotation.
Horseboxes & Trailers questions
What horse vehicles do you clean?
We provide mobile cleaning for suitable horse trailers and 3.5t horseboxes, focused on horse areas, floors, walls, ramps and suitable exterior surfaces.
Can you clean several vehicles at the same location?
Yes. Single and multiple-vehicle enquiries are welcome, and we can discuss the most practical arrangement for several vehicles at the same location.
How is Horsebox & Trailer Cleaning priced?
We start with the details and photographs you can provide so we can understand the vehicle and work required. If you are interested in proceeding, we can arrange a free assessment where appropriate before confirming the scope and price.
Home Care questions
What is CNP Home Care?
Home Care is an optional ongoing membership designed for customers who want priority access, member benefits and a planned relationship with CNP across the year.
Is Home Care a way of spreading the cost of an initial cleaning job?
No. The initial service is paid for in the normal way. Home Care is a separate optional membership and is not a finance arrangement.
Do I have to join Home Care to book CNP Services?
No. Our individual cleaning services can be booked without Home Care. The membership is simply an additional option for customers who value its ongoing benefits.
Booking dates and pricing
Is there an extra charge for Sundays or bank holidays?
Yes. Sunday and UK bank holiday bookings carry a 25% uplift on the standard service price across all CNP Services. If a date is both a Sunday and a bank holiday, the uplift applies once only. A separate out-of-hours surcharge does not stack with this uplift; where both would apply, the 25% Sunday/bank holiday uplift is used. We will show or explain any applicable adjustment before confirming the booking. Preferred dates are requests, not confirmed appointments, and we will check availability and agree the final price with you.
Can I request a Sunday or bank holiday?
Yes. You can request any date, including Sundays and UK bank holidays. CNP will review the diary and either confirm the requested date or suggest an alternative.
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Contact UsCall 01380 900234How can I pay?
We accept debit and credit cards securely through Stripe, plus bank transfers. Regular cleaning customers can arrange standing orders. Klarna may be available on eligible bookings of £100 or more, subject to approval at checkout.