Frequently Asked Questions

Got questions? Check below or get in touch

How it works

  • Do I need a quote?

    In short, no, you do not need a quote. We have designed our pricing structure to be as simple and transparent as possible.

    We charge between £12.95 and £13.50 per hour (depending on location). Your cost per cleaning visit is therefore the number of hours booked, multiplied by the hourly rate in your area.

    If you aren’t sure how long you need, then we can easily estimate this over the phone for you. Since all our cleaning jobs are timed and GPS tracked, you only ever pay for the amount of time your cleaner is at the property.

    We will never go over the booked amount of time without your approval, though since we allocate the same experienced cleaner each visit, a routine is very quickly established.

    We have prepared extensive information on the different ways companies price for cleaning and you can find a short video in our Pricing section.

  • My cleaner has cancelled last minute, what should I do?

    You will be notified immediately by SMS if your cleaner has cancelled due to sickness or unforeseen circumstances. If you are unable to reschedule the visit with your cleaner, your clean will automatically be paused for that week. If you would like to reschedule or arrange a cover then you can do so by contacting the customer services or wait until your cleaner returns on the next visit.

  • Can my cleaner clean whilst I'm out?

    Yes, of course. The majority of our customers are out at work when their cleaner visits so some choose to provide their cleaner with a spare key or alternatively, they leave a key in a safe place. Please be assured that our cleaners are fully insured to hold customer keys.

  • If my cleaner is on holiday, will I get a cover cleaner?

    If you would like to arrange a cover whilst your cleaner is away then please contact customer services who will find a suitable replacement. Please note, it is often not possible to exchange keys between your regular cleaner and a cover cleaner (especially if it is on short notice) - we try to limit travel costs they may incur as far as possible. You would therefore need to be able to provide access to your property for most cover cleaners.

  • If I go on holiday how do I pause my cleans??

    You can pause your cleans at anytime by visiting your online account and selecting each cleaning visit you would like to pause. If you need help with this or are going away for longer than 3 weeks please contact the customer services.

  • How do access arrangments work?

    Customer’s often like to meet their cleaner on the first visit. If this is not possible then a spare key can be left in a secure place, or we can try and arrange for your cleaner to pop round prior to the cleaning visit.

    Obviously we are fully insured to hold keys, though if a key is to be left in a secure place, your cleaner can always post this back through your letter box after each visit

  • How do I book?

    You can request to book a clean via our online request form, email or telephone. Please find these contact methods on the appropriate Location page for your area. A customer service manager will then call you to discuss your requirements and a cleaner will be allocated to your visits. You will then receive a booking confirmation via email, which will include a link to set up your online account and payment method.

  • Can I make last minute changes to my clean?

    You can make changes to the start time and duration of your clean up until 18:00pm the day before. We will always try to accommodate any changes but sometimes this might not be possible if your cleaner already has other bookings on the same day. Any last minute changes on the day of your clean please notify the customer services team immediately.

  • How do I cancel my cleans?

    You are free to cancel your cleans at anytime, we have no minimum notification periods. However, if you cancel a clean on the day you may be charged 50% of the missed clean. This covers any travel costs incurred and lost working time. If you only wish to cancel (pause) an individual clean then you can pause it by logging into your account/contacting customer support. If you would like to cancel all your cleans going forwards then please notify customer services who will do this for you. Please note, if you have not cancelled and your cleaner is unable to access the property using the agreed access arrangements, you will be charged 50% of that missed clean (e.g. you forgot to leave the key, door double locked etc).

  • Will my cleaner be ok with pets?

    Most of our cleaners are fine with pets. We always ask new customers if they own any pets so the cleaner can be made aware.

  • Will I get the same cleaner each visit?

    Yes. We assign a cleaner(s) who are able to take on your clean on a regular basis. By having the same cleaner each visit, we find they soon get into a routine making for more efficient cleaning.

Cleaning

  • Does my cleaner clean windows?

    Your cleaner can clean internal windows to standing height only. Our cleaners are not insured to use ladders or clean at a height. As cleaning windows is often time consuming, we advise that cleaning windows be done on a rotational room by room basis so that the time spent cleaning the rest of the property is not limited.

  • What will be covered in general house cleaning?

    A general house clean includes:

    Communal areas - general tidy, surfaces wiped and polished, skirting boards dusted, floors vacuumed or mopped

    Kitchen - general tidy, breakfast dishes washed, cleaned dishes put away, bin emptied, surfaces wiped, cooker top polished (inc hood), floors mopped

    Bedrooms - general tidy, surfaces wiped and dusted, bed made (fresh linen used if it has been left out), floors vacuumed, mirrors polished

    Bathroom - all surfaces wiped and polished, bath / shower / shower screen cleaned, mirror polished, bin emptied, floors mopped/wiped

    If there is anything extra you wish to include on top of general cleaning then please let the customer service team know at the time of booking or leave a message for your cleaner.

  • What cleaning products do I need?

    Although our cleaners carry spare cleaning products, over the years we’ve found people prefer to use their own. The list of what you’ll need is pretty generic really, but some good cloths and a working vaccum are a must. If you can aim to have the majority of these products that’s be great, and we’ll remind you again of what’s needed in your booking confirmation email.

    • Bathroom cleaner
    • Duster
    • Floor cleaner
    • Glass cleaner
    • Kitchen cleaner
    • Limescale remover/bathroom cleaner
    • Microfiber cloths (washed in-between visits)
    • Toilet cleaner/bleach
    • Vacuum
    • Mop & Bucket
  • Will my cleaner do ironing?

    Yes. If you require ironing on your visit, then please mention this at the time of booking or leave a note out for your cleaner.

  • I'm not happy with my cleans?

    We will do everything we can to make sure you are satisfied by the level of cleaning provided. If you have any feedback you would like to pass onto your cleaner and do not wish to pass it on directly then please contact customer services who will do this on your behalf. After your first clean, if anything has been missed, it is most likely due to your cleaner not yet being familiar with the property. We tend to find after the first couple of visits that cleans become quicker and more efficient. Of course, we will find you an alternative cleaner should you still not be fully satisfied.

Pricing & Payments

  • How much is it?

    We charge between £12.95 and £13.50 per hour (depending on location). Your cost per cleaning visit is therefore the number of hours booked, multiplied by the hourly rate in your area.

    If you’re aren’t sure how long you need, then we can easily estimate this over the phone for you. Since all our cleaning jobs are timed and GPS tracked, you only ever pay for the amount of time your cleaner is at the property.

    We will never go over the booked amount of time without your approval, though since we allocate the same experienced cleaner each visit, a routine is very quickly established.

    We have prepared extensive information on the different ways companies price for cleaning and you can find a short video in our Pricing section.

  • How do I make payments?

    After each cleaning visit, we apply a charge to the card you used to set up your online account. The payment is processed in the evening after the clean and you will only be charged for the time the cleaner was there (all tracked via our cleaner app). A receipt is simultaneously emailed to you at the time the payment is processed. If your card fails, the system will automatically notify you of this and will attempt to take payment for it the following evening. After a third failed attempt, customer services will be in touch to arrange an alternative payment method.

General Queries

  • What is the minimum visit time?

    The minimum cleaning visit is a minimum of 2 hours

  • How do you check your cleaners?

    We can only ever be as good as the cleaners with whom we work, so it is therefore imperative that we thoroughly check, vet and reference check all providers. We only work with cleaners that can pass a DBS check and that can demonstrate a solid track record in domestic cleaning.

  • Will my cleaner be insured?

    Yes all our cleaners are covered by our specialist cleaning cover underwritten by AXA.