Before We Arrive
Preparing For Your Service
A little preparation helps our crews start on time, protect the property and complete the work efficiently. Whether we're servicing a home, strata property or commercial site, only the steps that apply to your scheduled service are required.
Before Service Day
Confirm Access
Make sure we can reach the areas included in the scope. This may include gates, balconies, rooftops, parkades, mechanical rooms, loading areas or other secured spaces. If keys, fobs or an on-site contact are required, please arrange these in advance.
Confirm Water and Power Where Required
Some services require access to an exterior water supply or standard electrical outlet. If either is unavailable, let us know before the service date so we can plan accordingly.
Let Occupants Know
For strata and commercial projects, please provide any required notice to residents, tenants, staff or customers. This is especially important where balconies, entrances, parking areas or common spaces need to remain clear.
Tell Us About Known Issues
Let us know about leaking windows, loose gutters, damaged siding, cracked tiles or pavers, sensitive coatings, drainage concerns or other existing conditions near the work area.
Flag Anything Sensitive
Please identify delicate landscaping, outdoor artwork, water features, specialty finishes, equipment or other items requiring additional care.
Let Us Know About Pets and Site Restrictions
If pets have access to the work area, or the property has specific security, noise, access or operating requirements, please tell us beforehand.
On The Day
Clear the Work Area Where Practical
Move vehicles, furniture, planters, mats, signage and loose items away from areas being serviced where reasonably possible. You do not need to move large or difficult items.
Close Windows and Doors for Exterior Washing
Please ensure windows, exterior doors and other openings near washing areas are securely closed.
Provide Interior Access Where Required
For interior window cleaning or dryer vent service, please ensure our technicians can safely access the windows, laundry area and equipment being serviced.
Keep Access Routes Available
For larger strata and commercial projects, please keep agreed staging areas, loading zones, parking stalls and access routes available for our crews and equipment.
Service-Specific Preparation
Open the service on your booking. Only the steps for that service apply.
Pressure & Soft Washing
Remove loose belongings from the immediate work area and keep windows and doors closed. Vehicles should be moved from surfaces scheduled for cleaning.
Window Cleaning
For interior service, clear window sills and move small items away from the glass. Our technicians will take care of the cleaning setup and floor protection.
Gutter & Roof Service
Ensure gates and roof-access points are available. Moss, leaves and debris may fall during service, and our crews will complete ground-level cleanup afterward.
Dryer Vent Cleaning
Please provide access to the dryer and laundry area. Avoid placing personal belongings around the appliance that could restrict our technicians' access.
Paver Sealing & Surface Treatments
Keep vehicles, furniture and foot traffic off the treated area for the curing period provided by our team. Specific timing will be confirmed with you based on the product and conditions.
Graffiti Removal & Coatings
Ensure the affected area is accessible and identify any sensitive finishes or known coatings. Access around storefronts, loading areas or pedestrian zones may need to be temporarily controlled during service.
Snow Removal
Where possible, keep vehicles and movable obstacles clear of designated snow-removal areas so our crews can service the property efficiently.
For Strata, Commercial & Managed Properties
For larger properties, please confirm your primary site contact and any requirements relating to resident or tenant notices, parking restrictions, building access, work hours and staging areas before the scheduled service.
We'll coordinate the agreed scope and sequencing with your representative so entrances, common areas and building operations can remain functional wherever practical.
What You Don't Need To Do
You do not need to pre-clean the property or be present for most exterior services.
You also do not need to move heavy furniture or equipment unless specifically requested in advance. If something affects access to the agreed scope, our crew will work around it where practical or contact the designated site representative.
After We Leave
- Recently washed surfaces may remain wet or slippery until fully dry, so use additional care around steps, walkways and other traffic areas.
- Following roof moss treatment, dead moss may continue to release naturally over the following weeks. For sealed, coated or otherwise treated surfaces, our team will provide any applicable curing or access instructions specific to the product used.
- Completion photos and service documentation are provided where applicable, particularly for managed, strata and commercial properties.
- If something doesn't look right, let us know within 48 hours of completion. Our work is backed by Flat Mate's 100% satisfaction guarantee on that basis, and we would rather have the opportunity to address a concern than leave it unresolved.