When is my next service?
You can find this information on the Citron portal:
What equipment do I have set up with you?
You can find this information on the Citron portal:
Can I get a copy of Citron Hygiene’s insurance documents?
Visit our documents page for all our important washroom-related documents, which includes all insurance certificates.
What happens if we have a missed service, who do we contact?
Contact our Customer Service team on 08000 66 55 52 or e-mail ukservice@citronhygiene.com and we’ll be happy to help.
Where can I find my waste transfer notes, duty of care or hazardous waste certificates?
You can find this information on the Citron portal:
If you have any queries related to these documents, please email hazardous@citronhygiene.com
How is my API calculated
Citron Hygiene works extremely hard to incorporate the ever-increasing costs that have negatively impacted the washroom and waste industry directly affecting the core cost base of providing a first-class service to our customers.
These costs include rapidly increasing fuel charges, environmental costs, single and multi-use plastic costs, as well as the energy price increases that are affecting all small and medium-sized business so negatively.
To ensure we continue to provide the same level of high quality service we apply an Annual Price Increase (API) as outlined in our standard Terms & Conditions.
Our Annual Price Increase is linked to the Consumer Price Index (CPI) that can be found on the Office for National Statistics website. The CPI is calculated by collecting data on a large “basket” of goods and services that represent typical purchases of a consumer and shows the speed at which prices of goods and services rise or fall. We calculate our Annual Price Increase (API) by taking the higher of:-
Why do we add a % on top of the CPI?
Although the CPI is a great tool for measuring inflation it doesn’t consider other elements of costs that Citron as a business incur. These costs include recent changes to our Labour, Employment allowance thresholds and increases in National Minimum Wage. We have also felt the full force of the new reality of a more mobile and flexible driver workforce, which has driven wages and benefits higher to retain, maintain, train and recruit the best hygiene technicians across the UK. Citron have absorbed the majority of these increases to ensure we continue to maintain the best workforce to enable us to provide the high standard of servicing we pride ourselves on delivering.
Can I get a copy of my invoice?
How is my invoice calculated?
Rental Services:
For monthly-based invoice periods (eg monthly, quarterly, annual)
qty x charge per week x 52 / 12 = monthly charge
monthly charge x months = period charge
eg:-
7 units x £3.80 per week x 52 / 12 = £115.27 per month (rounded to nearest whole pence)
£115.27 x 3 months = £345.81
Part calculations use the monthly charge/number of days in the month x actual rental days
For weekly-based invoice periods (eg 4 weekly, 445)
qty x charge per week = weekly charge
weekly charge x weeks = period charge
eg:-
7 units x £3.80 per week x 4 weeks = £106.40
Part calculations use the weekly charge / 7 x actual rental days
Usage Services:
qty x charge per unit = period charge
Can I see my billing history?
Do I have any outstanding invoices?
Can I change the email address for where my invoices are sent to?
How do I make a payment?
We offer a variety of payment methods for your convenience, please see details below.
Bank Transfer:
To pay via bank transfer please use the below account details and quote your business name or customer account number as a reference.
Bank: Virgin Money
Account Name: Citron Hygiene UK LTD
Sort Code: 05-03-81
Account Number: 49331587
Debit/Credit Card:
To pay over the phone by card please call 08000 66 55 52 and follow the options to make a payment with the credit control team.
Direct Debit:
If you would like to automate your payments, please click the following link to our documents section on our website.
Here you can download and print the Direct Debit mandate and return to us by 1st class post to the below address – Please note, we cannot accept emailed scanned copies.
Credit Control
Citron Hygiene UK LTD
Ceva House, Ashby Business Park
Excelsior Road
Ashby de la Zouch
LE65 1NU
If you have any issues with the form, please email credit control directly at ukcreditcontrol@citronhygiene.com or call us on 08000 66 55 52 where we will be happy to help.
Cheque:
Please make cheques payable to Citron Hygiene UK LTD and send by 1st class post to our offices at the below address.
Citron Hygiene UK LTD
Ceva House, Ashby Business Park
Excelsior Road
Ashby de la Zouch
LE65 1NU
What if I have questions regarding my contract (e.g. notice periods, early termination fees, cancellations)
Please check your copy of your contract and Terms & Conditions, as most answers to anything contractual can be found on these. Alternatively for further guidance please contact our Customer Service Team on 08000 66 55 52 or e-mail ukservice@citronhygiene.com
How do I amend my SIC code?
You can find this information on the Citron portal:
Where can I find your Terms & Conditions?
Our standard Terms and Conditions are available to view here
What is your complaints procedure?
The team at Citron Hygiene take all complaints very seriously, if you are unhappy with any aspect of your service provision then please contact the Citron Hygiene customer services team on 08000 66 55 52 or email ukservice@citronhygiene.com. We will respond to you within 24 hours to ensure that your query is resolved to your complete satisfaction.
Queries with paperwork or legal letters you have received?
If your query is in connection with a dunning letter received from Citron Hygiene, or a solicitor, please contact the number stated on the correspondence quoting your account number/reference number. We will try and help resolve the situation as quickly as possible.
Who do I contact for contract termination?
If you wish to terminate your contract with us, you will need to confirm in writing, either by a letter to the head office address or email to cancellations@citronhygiene.com. A member of the team will then be in contact with you to discuss. You will also need to factor in your notice period.
How do we get an Adhoc collection?
If you’re looking for a one-off collection, then please contact our Customer Success team on 08000 66 55 52 or e-mail ukservice@citronhygiene.com.
How do we arrange additional products?
If you’re looking to add more products and services to your account, then our Customer Services team will be the best point of contact. Please contact us on 08000 66 55 52 or e-mail ukservice@citronhygiene.com. Alternatively, fill out a Contact Us request form on our Contact page
How do I increase my collection frequency?
If you’re looking to change the frequency of your waste collection, then our Customer Services team will be the best point of contact. Please contact us on 08000 66 55 52 or e-mail ukservice@citronhygiene.com.
