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# Oven Support Limited - Domestic Oven Cleaning Business Framework ## 1. Business Fundamentals ### Company Structure - **Business Name**: Oven Support Limited - **Legal Structure**: Private Limited Company (Ltd) - **Companies House Registration**: Required with appropriate SIC code (81.21 - General cleaning of buildings) - **VAT Registration**: Required if turnover exceeds £85,000 - **Insurance Requirements**: - Public Liability Insurance (minimum £2-5 million coverage) - Employers' Liability Insurance (if hiring staff) - Professional Indemnity Insurance - Vehicle Insurance for company vehicles - **Regulatory Compliance**: - Health and Safety at Work Act compliance - COSHH (Control of Substances Hazardous to Health) regulations - GDPR compliance for customer data ### Financial Planning - **Startup Costs**: - Company registration fees (£12-£100+) - Insurance premiums (£500-£1,500 annually) - Equipment and supplies (£2,000-£5,000) - Vehicle purchase/lease (£10,000-£25,000) - Marketing and website (£1,000-£3,000) - **Pricing Structure**: - Single oven: £45-£65 - Double oven: £70-£90 - Range cooker: £90-£150 - Additional services: Priced individually or as package deals - **Revenue Projections**: - Year 1: Building to 15-20 jobs per week - Year 2: Increase to 25-30 jobs per week - Year 3: Multiple technicians, 40+ jobs per week - **Banking**: - Dedicated business account - Merchant services for card payments - Accounting software integration (Xero, QuickBooks, Sage) ## 2. Service Offerings ### Core Services - **Standard Oven Cleaning**: - Single ovens - Double ovens - Range cookers (AGA, Rangemaster, etc.) - Built-in ovens - **Hob and Extractor Cleaning**: - Gas hobs - Electric/induction hobs - Extractor fans and filters - Range hoods ### Additional Services - **Other Domestic Appliance Cleaning**: - Microwaves - BBQs and outdoor cooking equipment - Refrigerators - Dishwashers - **Specialized Services**: - End of tenancy oven cleaning - Post-construction oven cleaning - One-off deep cleans - Regular home maintenance contracts ### Service Packages - **Residential Packages**: - Basic: Single oven cleaning - Standard: Oven + hob cleaning - Premium: Oven + hob + extractor cleaning - Complete Kitchen: All kitchen appliances - **Subscription Services**: - Quarterly maintenance plans (10% discount) - Bi-annual maintenance plans (15% discount) - Annual maintenance plans (20% discount) ## 3. Operations ### Equipment and Supplies - **Professional Cleaning Equipment**: - Dip tanks for domestic oven components - Professional steam cleaners for home use - Scrapers and specialized tools for household ovens - Extraction cleaning equipment for home range hoods - **Cleaning Products**: - Household-safe degreasers - Eco-friendly cleaning solutions - Specialist products for different domestic oven types - Polishing and finishing products safe for home use - **Safety Equipment**: - Chemical-resistant gloves - Eye protection - Respiratory protection when needed - First aid kits - **Uniforms and Branding**: - Branded workwear (polo shirts, jackets) - Protective overalls - Shoe covers for entering homes - Branded vehicle graphics ### Service Procedures - **Pre-Service**: - Initial assessment call/visit - Quote provision - Appointment scheduling - Reminder communications - **Service Delivery**: - Arrival protocol (identification, floor protection) - Pre-cleaning assessment - Component removal and cleaning - Reassembly and testing - Final inspection with customer - **Post-Service**: - Cleanup procedures - Customer satisfaction check - Maintenance advice - Rebooking discussion - Follow-up communication ### Scheduling and Logistics - **Appointment System**: - Online booking capability - Phone booking process - Confirmation and reminder system - **Route Planning**: - Geographic zoning for efficiency - Fuel-efficient routing - Time allocation per job type - Travel time considerations ## 4. Staffing ### Team Structure - **Initial Phase**: - Owner/operator (cleaning technician) - Part-time administrative support - **Growth Phase**: - Additional technicians - Customer service representative - Operations manager - **Expansion Phase**: - Multiple cleaning teams - Full administrative staff - Marketing specialist ### Hiring and Training - **Recruitment**: - Local job advertisements - Industry-specific job boards - Apprenticeship opportunities - **Vetting Process**: - DBS checks (essential for in-home services) - Reference checks - Driving license verification - Practical skills assessment - **Training Program**: - Health and safety training - Technical cleaning procedures - Customer service standards - Product knowledge - Upselling techniques ## 5. Marketing and Sales ### Brand Development - **Visual Identity**: - Professional logo design - Consistent color scheme (consider blue/green for cleanliness) - Vehicle livery design - Uniform branding - **Online Presence**: - Professional website with booking capability - Google Business Profile optimization - Social media accounts (Facebook, Instagram) - Online directories listing ### UK-Specific Marketing Channels - **Local Marketing**: - Local newspaper advertisements - Community notice boards - Local Facebook groups - Leaflet distribution in residential neighborhoods - **Digital Marketing**: - Google Ads (location-based for residential areas) - Facebook/Instagram targeted ads to homeowners - Nextdoor community platform - Email marketing campaigns to households - **Partnerships**: - Estate agents (end of tenancy cleans) - Letting agencies - Domestic cleaning companies - Kitchen fitters and home appliance retailers ### Customer Acquisition - **Lead Generation**: - Before/after photos of home ovens on social media - Residential customer testimonials - Targeted promotions for new housing developments - Seasonal campaigns (pre-Christmas, spring cleaning) - **Referral Program**: - £10-15 discount for referring friends and family - Referral cards with tracking codes - Neighborhood referral incentives ## 6. Customer Experience ### Customer Journey - **Enquiry Handling**: - Prompt response protocol (within 2 hours) - Clear communication of services and pricing - Easy booking process - Pre-appointment confirmation - **Service Experience**: - Punctuality guarantee - Professional appearance and conduct - Clear explanation of process - Minimal disruption to customer's home - **After-Service**: - Satisfaction guarantee - Follow-up communication - Maintenance advice - Rebooking incentives ### Customer Retention - **Loyalty Program**: - Repeat customer discounts - Priority booking for regular customers - Seasonal promotions for existing customers - **Communication Strategy**: - Quarterly newsletter with cleaning tips - Seasonal reminder emails - Personalized anniversary offers - Holiday season availability updates ## 7. Technology Infrastructure ### Business Management - **Essential Software**: - Booking and scheduling system - Customer database (CRM) - Accounting software (compatible with Making Tax Digital) - Route optimization tools - **Payment Processing**: - Card payment terminals - Online payment options - Direct debit for subscription services - Invoicing system ### Online Presence - **Website Features**: - Mobile-responsive design - Online booking system for homeowners - Residential service area map - Before/after gallery of home ovens - Household customer testimonials - Blog with home oven cleaning tips and maintenance advice - **Review Management**: - Google Reviews strategy - Trustpilot integration - Facebook reviews - Testimonial collection process ## 8. Growth Strategy ### Expansion Plans - **Service Area Expansion**: - Initial focus on local area (15-mile radius) - Phased expansion to neighboring towns - Regional coverage development - **Service Diversification**: - Additional domestic appliance cleaning services - Specialized services (AGA, range cookers) - **Team Growth**: - Second van/technician at 6-12 months - Additional technicians based on demand ### Performance Metrics - **Key Performance Indicators**: - Domestic jobs per day/week - Average household job value - Residential customer retention rate - Home customer referral rate - Profit margin per domestic service type - Household customer satisfaction scores ## 9. Risk Management ### Safety and Compliance - **Health and Safety**: - COSHH risk assessments - Method statements for all procedures - Regular equipment safety checks - Staff training records - **Insurance Coverage**: - Public liability (minimum £2 million) - Product liability - Employers' liability - Professional indemnity - Vehicle insurance ### Business Continuity - **Risk Assessment**: - Equipment failure contingency - Staff absence planning - Seasonal demand fluctuations - Competitor analysis and response - **Financial Protection**: - Emergency fund (3-6 months operating costs) - Credit control procedures - Cash flow forecasting - Tax planning and compliance ## 10. Implementation Timeline ### Launch Phase - Company registration and insurance setup - Equipment and vehicle acquisition - Website and marketing materials development - Initial marketing campaign - First bookings and service delivery ### Establishment Phase - Service refinement based on customer feedback - Marketing optimization - Customer database building - Referral program implementation - Evaluation of initial pricing and services ### Growth Phase - Additional technician hiring and training - Service area expansion - Domestic client base expansion - Subscription service promotion - Technology infrastructure enhancement ### Scaling Phase - Multiple domestic teams operation - Potential premises for equipment storage and cleaning - Advanced marketing campaigns targeting homeowners - Management structure development - Consideration of domestic service expansion - Initial Deployment
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