Guides & Manuals

Welcome to TLC! 

We are delighted to have you as part of our agency! Below are essential guidelines to ensure a smooth integration into our operations.

 

 Required Software

•  WhatsApp – All communication with TLC must take place in your dedicated WhatsApp group.

•  Breezeway – Used for scheduling, checklists, before/after pictures, and property cleaning documentation. Download the app and log in with your email address.

• Short Let Cleaning Operations Summary

 

Booking & Scheduling

• Hosts book cleaning services through TLC.

• TLC assigns and schedules cleaning tasks via Breezeway.

• Cleaners confirm bookings via WhatsApp, once uploaded.

• Unconfirmed bookings will be reassigned.

• Cleaners must update availability regularly to be considered for bookings.

 

We are not able to guarantee that you will get booked on the days you are available, but we do try to keep you busy with as many shifts as you want to commit to. Shifts are allocated in the afternoon before the day of service. You will need to accept or reject the booking within 30 minutes of it being scheduled. If rejected, we may not be able to find a suitable replacement shift.

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 Types of Cleans Explained

•  Short-let Set-Up Clean – Preparing a home for short-stay guests.

•  Short-let Check-Out Clean – One set of guests has left, and another group is arriving soon.

  • Strip all beds and place each set inside a pillowcase, adding towels.

  • Hand over all dirty linen to the driver (if applicable).

  • Report missing or stained linen immediately.

  • Discard all opened food items.

  • Ensure the property is exceptionally clean and welcoming.

  • Take pictures of any property left behind and report them.

•  Mid-Stay Clean – A clean during the guest’s stay. Guests may be present

  • Make beds unless a linen change is requested.

  • Do not discard food.

  • Remove all rubbish and clean the bathroom and kitchen thoroughly.

  • Tidy up and wipe all surfaces.

  • Do not hesitate to move and arrange items neatly – guests expect a professional clean.

•  Host Return Clean – Similar to the check-out clean, but all linen is returned to the supplier and beds remain stripped.

•  Deep Clean – A thorough, intensive clean that targets hard-to-reach areas, built-up grime, and deep sanitation for a refreshed living space.

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 Day of Service

Before Starting:

•  Ensure your phone is fully charged, connected to WiFi or mobile internet, and accessible throughout the entire service period.

 Delays? Inform TLC via your WhatsApp group immediately. Failure to do so may result in additional charges if a linen delivery attempt fails due to your delay.

•  Collect keys from a lockbox or shop. Ensure you properly close the lockbox and scroll the numbers after removing or returning the keys. 

•  Knock before entering. If guests are still inside, report via WhatsApp and wait outside. (waiting time will be paid).

• You may be asked to enter the property while waiting for guests to check out to strip beds and prepare for linen delivery.

• Open blinds/curtains, check for broken windows, turn on all lights, and report if any are not working.

• Take pictures of all keys and before pictures of the property.

• Report immediately via WhatsApp:

  • Damages (stains, broken items, missing keys, etc.)

  • Guest Issues (smoking, pets, abandoned property)

  • Missing Items (towels, toiletries, guest and cleaning supplies)

 Linen Handling:

• Strip all used beds and gather towels, linen packs, and bathmats.

• A large surplus of loose linen and open packs should also be returned to the driver. Only a minimum amount of spare linen is kept in properties for emergencies. Ask in your group if unsure.

• Hand over dirty linen, towels and excess linen stock to the delivery driver.

• Check linen deliveries for completeness and report any missing or stained items immediately. Failing to check the linen when it arrives or allowing too much time to pass before reporting stained linen may result in overtime at your own expense.

 Cleaning Service:

• Follow Breezeway’s cleaning checklists.

• Ensure outdoor spaces are clean.

• Check under/inside furniture for dust and rubbish.

• Request extra time via WhatsApp if the property is exceptionally messy. Extra time must be approved by the client before proceeding.

• Submit receipts in WhatsApp if authorized to purchase property supplies. Shopping time can be added to your invoice.

 Final Checks:

• Polish surfaces and remove fingerprints. Wipe remote controls and check your work thoroughly.

• Secure the property: Lock all windows and doors.

• Submit after pictures of all cleaned areas.

• Turn off heating (unless there is specific property temperature instructions).

• Turn off all lights.

• Checklist and linen log must be updated in Breezeway.

• Take a video of locked exits and send via WhatsApp.

• Organise housekeeping storage areas and empty vacuum cleaners when full.

• Properly dispose of rubbish; penalties may apply for non-compliance. Ask in your group if you are unsure.

• Return keys to the designated lockbox (always close and scroll numbers). OR shop and post a picture in Breezeway/WhatsApp.

 

 TLC Quality Control

• Random inspections will be conducted to ensure:

• Provide constructive feedback and rectify minor issues. If the misses are significant, we expect the cleaning agent to return and correct them.

  • Cleaning meets TLC standards.

  • Handle guest or host complaints

  • Complaints resolution: A free return service is expected within:

  • 2 hours if guests have checked in.

  • 24 hours if no guests are present.

 

 Expectations & Professionalism

 Punctuality:

• Arrive on time for all bookings. If delayed, inform your WhatsApp group immediately.

• We recommend Citymapper app or www.tfl.gov.uk to check travel disruptions.

 

 Dress Code & Hygiene:

• Wear professional attire (no revealing clothing).

• Tie back hair and consider wearing a hairnet to avoid shedding which leads to complaints.

• Use slippers or shoe covers indoors.

• Bring your own gloves and cloths.

• Limit personal phone use and calls during shifts.

 Conduct & Conflict Resolution:

• If an issue arises, step outside and report via WhatsApp.

• Do not interact or make agreements with guests on behalf of the client.

• Do NOT give out keys or grant access unless explicitly instructed by TLC.

 

 Payment & Invoicing

• Cleaning agents are expected to stay for the full duration of the booking. If you finish early, inform TLC via WhatsApp. Clients pay for the allocated time, and leaving early without notice may result in pay deductions, which will directly affect the subcontractor's payment.

• Payment Schedule: Weekly, every Wednesday (for Monday-Sunday work).

• Invoice Deadline: Submit by Sunday evening/Monday midday to accounts@teamlc.co.uk.

  • Missed deadlines = Payment postponed to the following Wednesday.

• Ensure invoice hours match Breezeway records.

• Self-employed: You are responsible for your own taxes

• Unfinished Tasks: You may need to return without extra payment if complaints arise.

• Additional Work: Request via WhatsApp before extending time/tasks.

 

 Sub-Contractor Agreement (Summary)

• You are self-employed and responsible for your taxes and insurance.

• VAT & expenses are your responsibility.

• Public liability insurance is required.

• Engagement & Cancellation Policies

•  Non-compete clause: No direct/indirect work with TLC clients (i.e., via another agency) during or 12 months post-service as a subcontractor (£1,000 fine for violation). Engaging with TLC clients outside of TLC's authorization will lead to immediate contract termination and penalties.

• Cancellation policy:

  • 24+ hours’ notice – No pay.

  • Same-day cancellation – 1-hour pay if not reassigned.

• Security Breach Penalty: £50 for failing to:

  • Secure properties.

  • Return keys as instructed.

  • Provide proof (photo/video) of locked doors/windows.

• Service concerns from subcontractor to TLC: Report issues immediately. You must let TLC know if there is a problem during the service (difficult hoover, insufficient cleaning materials etc). Unresolved issues may lead to pay deductions.

 

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If you have any questions or concerns, please reach out via WhatsApp

• TLC Support Line:  07943066646

 

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Breezeway Cleaning Operator Manual

Your guide to efficiently using Breezeway for cleaning operations.

1. Getting Started

1.1 Logging In

• Open the Breezeway app on your mobile device or visit Breezeway’s website.

• Enter your username and password.

• Tap Sign In to access your dashboard.

 

2. Understanding Your Dashboard

After logging in, you will see your Dashboard, where you can:
View assigned tasks
Check task deadlines
Access property details 
Report issues

 

3. Checking & Completing Cleaning Tasks

3.1 Viewing Your Task List

• On the dashboard, find your list of assigned tasks.

• Tap a task to see more details, including:

  • Property address

  • Cleaning checklist

  • Special instructions

  • Photos or notes from the last inspection

 

3.2 Completing a Task

• Follow the checklist provided for the specific property.

• As you finish each item, check it off in the app.

• If required, upload photos for verification.

• Add notes if anything unusual is found.

• Tap Complete Task once finished.

3.3 Which Pictures Do We Require?

• Taking photos is important to protect you and us against guest and client complaints.

 

 

Make sure to take clear photos of:
Before & After Shots – Show the condition of key areas before and after cleaning.

 

Damage or Maintenance Issues – Capture broken furniture, stains, or missing items.

 

Completed Cleaning Tasks – Show cleaned bathrooms, made beds, stocked kitchen supplies, etc.

 

Any Unusual Situations – If something is out of place or seems suspicious, take a picture.

 

 Tip: Always ensure photos are well-lit and focused for clarity.

 

3.4 Closing a Task

 You must close the task before leaving the property and not on the way to the next booking.  Double-check that all checklist items are completed.
Ensure that all required photos are uploaded.
Verify that any reported issues have been logged in the app.
Confirm the property is fully secured before leaving.

 

4. Before and After Pictures Checklist

 Before Service:

• Turn on ceiling lights and side lamps to ensure all are working. Report if any lights are not working.
  Stripped beds showing status of mattress protector or mattress.
  Full shot of all rooms and outside areas.
  Open all blinds and curtains and check that windows are not broken.
  Include uncovered windows in before pictures. 

 

 After Service: 

 One full shot per room.

Bedrooms:

• Made-up beds.

• Picture from under beds if possible.

• Empty and wiped bedside drawers.

• Organised wardrobes – Hangers pushed to one side.

• Blinds and curtains free of dust.

Living Room:

• Picture under sofa cushions.

• Picture under sofa if possible.

•  Inside cupboards, drawers, and cabinets.

• Nicely displayed sofa cushions.

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Bathroom:

•  Close-up of the toilet bowl, sinks, taps, and toiletries.

•  Folded toilet tissue. 

•  Picture of the drain free of hair.

Kitchen:

• Picture inside fridge, freezer, microwave.

•  Clean and dry sink.

•  Empty dishwasher.

•  Empty washing machine, detergent drawer, and dryer.

• Organised and clean cutlery.

•  Cabinets organised.

•  Pictures of welcome packs and coffee/tea.

 Extras:

• Picture of hairdryer, iron, and ironing board.

• Bins with fresh bags.

• Outside area free of rubbish, swept, and tidy.

• Floors vacuumed and shiny from mopping.

• Cleaning cupboard or storage room arranged neatly and tidy.

• Pictures of keys returned.

• Picture of rubbish disposed of in the correct place.

 Important: Always upload these photos in the app and report any urgent issues in the WhatsApp group.

 

5. Reporting Issues

5.1 How to Report a Problem

• Open the assigned task.

• Tap Report an Issue (e.g., maintenance issues such as broken furniture and stains on carpets).

• Select any issue type to record the problem—it doesn’t matter which one you choose.

• Add a description and attach a photo if needed.

• Submit the report.

 Important: Please remember to report anything urgent in your WhatsApp group so the team can address it immediately.

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6. Communication

 All communication will be done via your WhatsApp group.

• Check for updates, urgent requests, or changes to your schedule.

• Use the group to ask questions or report any immediate concerns.

• Always confirm receipt of important messages.

 

7. Logging Out

• Tap your profile icon in the app.

• Select Log Out to ensure security.

 

8. Tips for Efficiency

•  Double-check checklists before marking tasks complete.

•  You must close the task before leaving the property and not on the way to the next booking.

•  Use WhatsApp for urgent questions.

•  Upload clear photos when required.

•  Keep your app updated for new features.

 

That’s it! You’re now ready to use Breezeway like a pro. 

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 TLC Short Let Generic Housekeeping & Restock Checklist

 General Cleanliness & Presentation

• Walls & Surfaces – Check for stains, marks, or scuffs and spot clean if needed

• Light Switches & Door Handles – Wiped and sanitised

• Mirrors – Cleaned and streak-free

• Floors & Carpets – Vacuumed and mopped

• Furniture & Upholstery – Checked for stains, vacuumed, and spot cleaned if necessary

• TV & Remotes – Wiped and sanitised

• Decor & Artwork – Dusted and repositioned neatly

• Skirtings – Wiped free of dust

 

 Kitchen & Dining Area

• Cutlery, Crockery, & Glassware – Checked, counted, and cleaned

• Cooking Utensils & Pans – Checked, cleaned, and properly stored

• Sink & Faucet – Wiped and descaled if necessary

• Cupboard Doors & Handles – Cleaned and grease-free

• Check for Expired or Leftover Food Items – Removed

• Garbage Disposal – Emptied and deodorised

• Oven – Cleaned

• Hob – Cleaned

• Fridge – Cleaned

• Freezer – Cleaned and defrosted if necessary

• Microwave – Cleaned

 

 Bathroom

• Showerhead & Taps – Descaled and polished

• Grout & Tiles – Checked for mould and cleaned of limescale

• Toilet Brush – Checked and replaced if needed

• Toilet Seat & Base – Fully disinfected

• Ventilation/Extractor Fan – Checked for dust and cleaned

• Drains – clear of hair and cleaned

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 Bedroom

• Under-Bed Area – Checked for dust and belongings left behind

• Mattress & Pillows – Checked for stains and rotated if necessary

• Mattress Protector - Checked for stains and replace/wash if necessary

• Curtains or Blinds – Dusted and checked for damage

• Bedside Lamps – Checked and working

 

 Final Checks & Presentation

• Before and After Pictures Sent 

• All Bins Emptied & Rubbish Removed

• All Lights Switched OFF

• Heating Turned Down

• AC Switched OFF

• All Windows and Balcony CLOSED & LOCKED

• Doors DOUBLE LOCKED

• Outside Areas & Balconies Swept & Tidy

• Keys & Access Cards – Checked and placed correctly

• Welcome Pack/Guest Information – Checked and up to date

 

 Linen Log

(King – Yellow | Double – Red | Single – Blue)

• Full Packs Left

• Kitchen Towel

• Bathmat

• Dirties (Location: __________ )

• Surplus of Toiletries (Location: __________ )

 

 Guest Supplies

• Toilet Roll – x2 per bathroom

• Tea

• Coffee

• Sugar

• Oil

• Salt/Pepper

• Laundry Detergent

• Dishwasher Tablets

• Bin Bags

• New Sponge & Cloth

• Toiletries

• Hand Soap

• Refillable Hygiene Products – Topped up

 

 Basic Cleaning Products List (Check stock for next service)

• Toilet Cleaner

• Antibac Spray

• Bathroom Spray

• Viakal/Limescale Remover

• Kitchen Spray

• Floor Cleaner

• Sponges

• Cloths

• Dry Cloths/Microfibre Cloths (for polishing)

• Bin Bags

• Fairy Liquid/Washing-Up Liquid

• Window/Mirror Spray

• Dishwasher Tablets

• Kettle Descaler

 

 Cleaning & Restock Notes

• Cleaning Materials or Guest Supplies Running Low or Needed for Next Time: __________

• Anything Else to Report: __________​

This disclaimer will be sent via “docu sign“, and require a signature before first payment is made.

DISCLAIMER: Status of the Sub-Contractor (You)

• Relationship & Tax Obligations:
  The Sub-Contractor's relationship with the Service Provider (Team Lyric LTD, aka TLC) is that of an independent contractor. The Sub-Contractor shall be responsible for all applicable taxes and contributions (including but not limited to income tax and national insurance). The Sub-Contractor agrees to indemnify the Service Provider against any claims from relevant authorities regarding such taxes and/or contributions, including interest and penalties, arising from the services provided under this Agreement.

• Expenses, VAT, & Insurance:
  The Sub-Contractor is responsible for all personal expenses and, where applicable, VAT. In addition, the Sub-Contractor shall obtain and maintain valid public liability insurance at their own expense for the duration of this Agreement. Proof of such insurance may be requested by the Service Provider at any time.

• No Employment Relationship:
  Nothing in this Agreement shall create any partnership, joint venture, or employment relationship between the Parties.

• Presentation & Punctuality:
  The Sub-Contractor must remain presentable and punctual while providing services for TLC. Any delays must be reported to TLC as soon as possible to ensure clients are informed.

• Client Engagement Restriction:
  The Sub-Contractor must not engage directly or indirectly with a TLC client during or within 12 months after being introduced or providing services through TLC. Furthermore, the Sub-Contractor must not undertake work at any address where they have previously provided services for a TLC client. Violation of this term will result in a £1,000 fine payable by the Sub-Contractor.

• Cancellation (More Than 24 Hours):
  If a scheduled task is cancelled more than 24 hours in advance, the Sub-Contractor will not receive payment for the booking.

• Cancellation (Same Day) & Replacement Bookings:
  If a booking is cancelled on the same day, TLC will reimburse the Sub-Contractor for one (1) hour of their time. However, if TLC is able to replace the cancelled booking with another task for the same pay, the Sub-Contractor may choose to:

  • Accept the new booking and receive full pay, or

  • Decline the new booking and receive only the 1-hour cancellation fee.
    The replacement task may include, but is not limited to, communal cleaning, mid-stay cleaning, turnover cleaning, spring cleaning, spot checks of cleaned apartments, or stock counts/checks.

• Security Requirements:
  The Sub-Contractor must ensure all doors and windows are locked and securely return the access key to the designated safe place. Failure to do so may result in a £50 penalty imposed by TLC.

• Service Quality & Complaints:
  Complaints regarding service quality must be reported to TLC within 24 hours of service completion. If an issue is identified, the Sub-Contractor will be required to correct it. Alternatively, if the error results in the need to dispatch another Sub-Contractor or leads to client compensation for a failed service, the Sub-Contractor may be subject to a reduction in payment.