Frequently Asked Questions

Here are some of the most frequently asked questions by our clients.  Hopefully you find your answer here but if not send us your query via our contact page and we’ll get back to you.

Personal Concierge questions
What can I get a Personal Concierge to do for me?

Well, pretty much anything, as long as it’s ethical and of course legal (we’ll let you know politely if you cross the line)! Check out some examples of tasks that we can take off your list on our Service List page. However it doesn’t stop there, if you don’t see what you need, just Contact Us and let us know. No matter how big, small, weird, boring, crazy, left field…try us, we love a challenge!

How does the Personal Concierge service work?

Great question, we try to keep the process super simple:

  1. We meet you for a consultation to determine how we can best work for you
  2. If we will be visiting your home at any point to carry our A+A Butler service, we will run through a check-list to capture all your personal preferences relating to your service.  This will include things like showing us where to put laundry, where the rubbish goes, talk through grocery lists and any alarm systems etc.
  3. Once you are happy, you then handover a spare set of keys (which you will need to have copied prior to the meeting) or provide us access to a key lock-box.
  4. Your A+A Personal Concierge starts on your confirmed preferred day of service.
  5. You take up flying lessons, craft beer brewing, candle making or whatever takes your fancy with all your chore free time!
How do you keep track of the time you take on my tasks?

We have a system that allows us to track time against your tasks, this means that we can send you a summary of what has been completed and how much time you have left.

How do I know how much time I have left in my package?

We will provide you a regular report of activity which includes a summary of tasks we have completed, and how much time you have remaining on your purchased package of hours.  We will also alert you when you are down to your last purchased hour, ensuring you never run out of time when you need it most.  All of our packaged hours remain valid for use within 6 months of purchase.

How will I know how much you are spending on products or services?

We will always ask if you have a budget that we should stick to, however all items are purchased at the standard market rate unless we find a better offer or have an agreement with one of our suppliers that means you receive a better deal.  You will always receive an itemised receipt of purchases and should we not be able to meet your allocated budget we will always let you know of the options available before we make any further purchases on your behalf.

Who are your other service providers and can I choose my own?

We have an ever-growing network of tried, tested, referenced and compliance assessed third party service providers that we partner with.  We pride ourselves on quality of service and therefore expect the same from the people we work with.  We will sometimes ask you for feedback on services you receive to ensure this level is maintained.  If you are ever unhappy with a service please let us know immediately and we will manage accordingly.

If you have an awesome provider in your life, that you simply couldn’t live without then please share their details with us as client referrals are worth their weight in gold!  We will try our best to accommodate preferred providers when requested however this may not always be possible due to process and time constraints.

How does the dry cleaning/clothing alteration pick up/drop off work?

Any items for dry cleaning/alteration/mending etc should be left out for your A+A Butler to pick up on your day of service, along with any special instructions if required.  These will be taken to one of service providers at the end of your home service and will be delivered and put away the following week when we return to your home.  If you require same week delivery this can be arranged but will be at an additional cost, just let your A+A Butler know.

What is included in the Butler service?

We want you to come home to a tidy, calm, relaxing atmosphere so whenever we visit your home, we will spend one hour doing as much of the following as possible:

  • General tidy of main living areas, kitchen, bedroom, bathroom (whilst we won’t be carrying out a full clean of these areas, we will wipe down any surfaces if required and will put items away and tidy to the best of our ability)
  • Kitchen – any washing up/drying + put away of items
  • Washing – hang out one basket of clean washing + fold any items on line
  • Short walk of any pets if requested

You may request additional items at any point however please note this will be additional time on top of the scheduled hour and preferably requested in advance to guarantee tasks can be completed in the required timeframe.

What do you mean when you say “manage cleaner duties or handy-men/service providers”?

We’ll be there when you simply can’t be.  Due to the consistency of timing of our service each week, you can arrange for a service to be carried out at your home whilst we are there.  You won’t need to wait around and waste your time again and there’s certainly no need for you to take annual leave for anything other than actual holidays!  Just let us know who you have coming, when and we’ll work in with whatever is required.  You can even let us know what needs to be done and we can direct/monitor them accordingly and provide you with an update.

Even better, have an A+A Personal Concierge organise these services on your behalf meaning you don’t have to do a thing, we’ll take care of it from start to finish and keep you updated along the way.

Will the same person come to my house if they are carrying out regular tasks?

Yes, the Alice + Albert Personal Concierge that you initially met at your home, will be the same person to provide your service and visit your home.  You will get a reminder notification of when they are coming, and once your service has been completed.  Should your Personal Concierge be unavailable for any reason we will let you know in advance of your service so that other arrangements can be made.

Am I able to put my account on hold or cancel it?

We understand life is full of change which is why we have made our hour packages valid for 6 months so you can use the time when it suits you.  Should you wish to cancel please contact us to discuss.

General questions
How do I know I can trust you?

To enable us to gain the valued title of “your back-up best friend”, your trust is our absolute number one. We are very strict on compliance at Alice + Albert, not only to protect our clients but to protect our reputation and ensure that we remain your go-to team.  Everyone who works at Alice + Albert goes through a process that includes thorough reference checking and police screening, with reports available on request (you can see Lou’s in her profile on our home page!).

How will you ensure the safety of my keys and access to my home?

During your consultation, you will be taken through our key holding process before you handover a spare set of keys.  All keys are numbered, then held in a safety deposit box at our office and are kept completely separate to your personal details.

Whilst at your home, our Butlers will run through a detailed set of questions about your home so that you can advise of any safety requirements such as alarms, pets etc.

Do you have insurance cover?

Yes, Alice + Albert is fully covered by insurance provided by CGU.  Certificates of insurance are available on request.

What if I’m not happy with a service I’ve received?

Please tell us straight away and we’ll do everything we can to rectify the situation! We love feedback, even when it’s ugly and will ask you for your thoughts regularly to check-in on how we’re doing.  Whilst we are also human and therefore not always perfect, your satisfaction is our top priority and we do everything we can to ensure we are delivering above and beyond your expectations.