Specialist Cleaning Frequently Asked Questions
We get asked a lot of the same things. Fair enough. Specialist cleaning isn’t something most people deal with every day. Here are straight answers to the questions we hear most at Bristol Cleaning Heroes.
General Questions
How do I book a cleaning service?
Call us on 07985 505061 or email hello@bristolcleaningheroes.co.uk. We’ll ask what’s happened, arrange a site visit if needed, and give you a written quote. Most standard jobs are booked within 24 hours. For emergencies, call 0808 303 7072 and we’ll be there fast.
What areas do you cover?
All of Bristol and the surrounding areas. That includes Southmead, Filton, Clifton, Bedminster, Knowle, Bishopston, Henbury, and out towards Keynsham, Clevedon, and Portishead. If you’re not sure whether we cover your area, just ask.
Are you insured?
Yes. We carry £2 million public liability insurance through AXA. We’ll provide proof of cover on request. Your property is protected.
How is pricing structured?
It depends on the job. Some services, like end of tenancy cleaning, have fixed rates. Others, like flood damage or fire restoration, need a site assessment first. We never charge for quotes. No hidden fees. The price we quote is the price you pay.
Do you offer free estimates?
Always. Phone estimates for straightforward jobs. On-site assessments for anything complex. We won’t pressure you into booking.
What qualifications do your team hold?
Our technicians are IICRC certified. That’s the international standard for inspection, cleaning, and restoration. We’ve been doing this for 25 years. Training is ongoing, not a one-off box tick.
Service-Specific Questions
What types of specialist cleaning do you offer?
Mould remediation. Flood and water damage restoration. Fire and smoke damage cleaning. Crime scene and trauma cleaning. Biohazard decontamination. End of tenancy deep cleaning. Hoarding clearance. Industrial cleaning. That’s not the full list, but it covers the big ones.
Can you remove black mould permanently?
We treat the mould and the conditions causing it. Surface cleaning alone won’t cut it. We identify moisture sources, apply antimicrobial treatments, and advise on ventilation changes. In most Bristol properties, damp is the root cause. We address that.
How quickly can you respond to flood damage?
For emergency callouts, we aim to be on site within two hours across Bristol. Speed matters with water damage. The longer water sits, the worse the structural damage and the higher the mould risk. Call our emergency line on 0808 303 7072.
What happens during fire damage restoration?
First, we assess the extent of smoke and soot damage. Then we remove debris, clean surfaces, treat odours with ozone or thermal fogging, and restore what we can. We work alongside loss adjusters and insurance companies regularly. We know the process inside out.
Is crime scene cleaning safe?
Yes. Our biohazard technicians follow strict protocols for blood, bodily fluids, and chemical contamination. We use hospital-grade disinfectants and proper PPE. All biohazard waste is disposed of through licensed carriers. It’s regulated work, and we treat it that way.
Do you work with landlords on end of tenancy cleans?
Regularly. We clean to inventory standards and provide a detailed completion report. Letting agents across Bristol use us, including several in the BS1 and BS6 postcode areas. We know what deposit schemes expect.
Can you clean properties affected by hoarding?
Yes. Hoarding clearance is sensitive work. We approach it with discretion and without judgement. We clear, deep clean, and sanitise. Where needed, we coordinate with Bristol City Council environmental health teams.
Operational Questions
What are your working hours?
Office hours are Monday to Friday, 8am to 6pm. Saturday by appointment. For emergencies, we operate 24 hours a day, 7 days a week, including bank holidays. Floods and fires don’t wait for Monday morning.
What payment methods do you accept?
Bank transfer, debit card, credit card. We invoice on completion for most jobs. Larger restoration projects may require staged payments, agreed upfront. We also invoice insurance companies directly where applicable.
What is your cancellation policy?
Cancel with 24 hours’ notice and there’s no charge. Less than 24 hours may incur a fee, depending on the job. Emergency callouts are non-cancellable once a team is dispatched. Reasonable and fair.
Do you guarantee your work?
Yes. We stand behind every job. If something isn’t right, we come back and fix it at no extra cost. Our guarantee terms are outlined in every written quote. Twenty-five years in business. Our reputation matters more than any single invoice.
Can you work with my insurance company?
Absolutely. We deal with AXA, Aviva, Zurich, and most major UK insurers on a regular basis. We provide the documentation, photos, and reports your insurer needs. We can also liaise with loss adjusters directly to keep things moving.
Do you supply all equipment and cleaning products?
Yes. We bring everything. Industrial-grade extraction units, HEPA filtration, antimicrobial treatments, PPE, the lot. You don’t need to provide anything. Just access to the property and, ideally, running water and electricity.
Still got questions?
Call 07985 505061 or email hello@bristolcleaningheroes.co.uk. We’re based at 290-294 Southmead Road, Bristol BS10 5EN. Happy to talk through your situation, no obligation.