Please see below a number of frequently asked questions we receive. Hopefully these should answer any queries you may have.
If you cannot see the answer to your question below, please feel free to call us on 01579 348999.
Upon receiving your signed contract, we will send you a ‘What Happens Next’ email, not only outlining the procedure, but also the expected timeframe, so you know exactly what we will be doing and when.
Our Customer Support Team will process your order and send it through to your local service centre. This can take up to 3 working days for the installation paperwork to be processed.
Our Installation Team will give you a call to plan in a convenient installation date. They will attempt to book this in within 3 working days from receiving the paperwork, and install within a maximum timescale of 10 working days. Certain specialised equipment may take longer. If you have an urgent requirement or any specific service times, please let our Installation Team know when they call you, and we will do our best to accommodate.
Our Service Team will route your services with any specific requirements you have highlighted.
One of our friendly knowledgeable team will attend your premises at the pre-arranged date to install your products. The Service Team will receive confirmation this has been completed and your discreet friendly service will commence.
We prefer you to set up a Direct Debit to make life as simple as possible for both parties, but we do also accept all major credit cards or BACS payment. We have a number of different payment options you can choose from whilst setting up your contract.
HSBC Bank Ltd
Sort Code: 40-27-04
Acct No: 61084437
Acct Name: SW Hygiene Ltd
We only raise the invoice once the installation of equipment has taken place, so you will only be charged from when the equipment is installed.
Sometimes we do require a payment in advance – for more details please call us on 01579 348999 or email customercare@southwesthygiene.co.uk
The 1st service will be carried out at the earliest opportunity, but we will go no longer than the services you have ordered. This can be discussed when the Service Team call you to arrange installation.
We try to accommodate all of our customers’ requirements including date & times for services. Please discuss any requirements including date & times for services when our Service Team call you to arrange installation.
We aim for a maximum of 10 working days – some specialised equipment may take a little longer. If your requirement is urgent, please call us on 01579 348999, we will do our utmost to accommodate your needs.
Our Service Technicians are recruited to service their local area so in most cases you will not have the need to show our staff the locations of the equipment, and on all large customer premises we aim to have more than one Service Technician familiar with your establishment. We aim to have the same Service Technician for every service, excluding any holiday cover. Each Service Technician carries information on unit locations, so if you have a new Technician, they may just need pointing in the direction of the washroom.
PPE is second nature to all of our Service Technicians to protect themselves and our clients. They are all issued with PPE, if you have any particular PPE requirements, please let us know.
Yes, all of our Service Technicians wear a South West Hygiene company uniform and carry an ID Badge. The Service team will also arrive in a sign written vehicle.
No, there is no requirement to do this, our Service Technicians will service all of the equipment in situ. If you would prefer to move all units in to one location to service, we are also happy to accommodate this, but it is not a requirement.
No, the units you will have delivered stay with you for the duration of the contract, which reduces any cross contamination between units. We offer a liner service and sanitise every unit whilst replacing the liner, this service offers a cleaner unit and allows us to keep the cost down for the benefit of our customers?
We offer a very flexible approach and are happy to change the level of servicing without tying you into a longer contract. Please call us on 01579 348999 to change your service frequency.
In the event of a customer requiring a cancellation of services, we have a standard minimum contract term and can only accept a cancellation in writing, however please call us on 01579 348999 and I am sure we can arrange some resolution to the wish to cancel.
Yes. Our bespoke database allows us to accommodate any service demand required. We successfully cater for a large number of seasonal organisations.
On signing a new contract, you will receive it shortly after installation and for all existing customers we issue them every August. These will be sent to the agreed e-mail.
Yes you can! Please call 01579 348999 to discuss your requirements.
We can arrange for our Service Technicians to sign your visitors’ book, please let us know to arrange.
All of our Service Technicians’ vehicles are tracked and customers’ name/signatures are obtained on servicing, so if proof is required we can send you a receipt.
We do have female Service Technicians that enable us to service sensitive areas, please let us know and we will see what we can do.
Yes, all our Service Technicians hold a valid DBS Enhanced disclosure.