Frequently Asked Questions
Are your cleaners legally allowed to work?
All our cleaners are thoroughly vetted, their passports & visa’s are checked. As our cleaners are self-employed it is in their interest to pay all their taxes (keeping the chancellor happy is a good start to getting your visa renewed when necessary!). We are therefore used to liaising with their accountants & solicitors to help this process, it also keeps us informed.
Do you have insurance?
Yes we do. The cleaner has cover for accidental damage to your property . The insurance is subject to a £100 excess, (payable by the client) so it isn’t for minor breakages. Also the insurance does not cover damage caused by cleaning products containing bleach so we recommend that the cleaners do not clean with products that have bleach in them. If in the unfortunate event that accidental damage occurs and the value of the item/damage is less than £100 then A Maid in Heaven is not liable and is unable to cover this cost.
How long will it take you to find me a cleaner?
It depends on where you are, what days you want, the number of hours you want and the type of duties that you want your cleaner to perform. We try to get the right cleaner for each of our clients and as we know all our cleaners very well this helps to meet your specific requirements. However, we can usually get a job started within a week.
Can I have a cleaner once a month?
Yes you can. However because of the length of time between each clean, we treat a monthly clean as a ‘one off’ and the office will be able to give you a quote. The downside of a monthly clean is that we can’t guarantee the same cleaner for each visit.
Will I have the same cleaner every week?
In a word, yes! That is, providing that you are happy with your cleaner. The best clean is always from someone who gets to know how you like things done, this usually takes a few cleans for the cleaner to get into a routine and we are here to insure the settling in time as quick as possible. If you feel that your cleaner isn’t your ‘maid in heaven’ please let us know because sometimes it takes trying a couple to get it right- not everyone suits everyone!
What sort of jobs are the cleaners prepared to do?
Anything that comes under the broad umbrella of general cleaning and ironing. Usually vacuuming, polishing and dusting, cleaning kitchen and bathroom areas also ironing. They are also happy to jobs that may need doing rotationally such as cleaning inside the oven, fridge, windows and washing woodwork. However you may have more specific requirements, some of our clients have disabilities, young children or are house bound and we are able to help with a variety of needs. Call our office to discuss your particular requirements.
Will the cleaner come in for an hour a day?
I’m afraid not. It’s not financially viable for the cleaner to clean for just one hour. The more hours you want in one session, the easier it’ll be for us to find you a cleaner, and the longer they’ll stay working for you.
Can I specify the type of cleaner I have?
Yes you can. But by being more specific it may take a little longer for your cleaner to start. Because we have a large number of cleaners and we know their backgrounds and qualifications it enables us to try to and meet all your requirements.
Do you provide transport for the cleaners?
No. They’re responsible for making their own way to you. The majority of cleaners will use public transport and are very efficient at getting around, we also help with directions. It is helpful when the cleaner initially contacts you if you can give a ‘landmark’ of where you are.
OK, I want to go ahead. What happens next?
Call our office or book a cleaner on-line, or we can send you an information pack through the post which explains exactly how we operate. It will also contain our trading Terms and Conditions together with other documents.
Do you train your cleaners?
Yes we do, even when they have references of years of experience, they may just have years of bad habits! We take on experienced and non-experienced cleaners. If someone is trustworthy and takes pride in their work they have the qualities we want. All our cleaners go through our training which is three-fold; Our standards, Practical cleaning & ironing & products.
Do they speak English?
Yes, all our cleaners speak English; they also read and write English. Because we liaise all the time with our cleaners it is essential we can all communicate. Likewise we appreciate if our clients cannot discuss their needs with their cleaner then the service becomes more of a hindrance than the help it should be!
How do I get the best service from my cleaner?
Over the years we’ve been in business we have seen the differences in the ‘client -cleaner relationship’ and there are definitely ways to get the best out of your cleaner. If the cleaner has a key we always ask the cleaner to leave a note for their client to ask if everything is ok. It really helps the cleaner to be motivated when they get feedback from you, if you’re pleased a ‘thank you’ goes along way & it’s free! It really helps to motivate your cleaner when they feel that they are making you happy. It also makes it easier if we need to talk to the cleaner about anything that may not be quite what you want.
Can I pay my cleaner more than the suggested rate?
Yes you can, the rate we give you is the minimum hourly rate to pay your cleaner. However many clients who feel they are getting a really good service from your cleaner pay them more, the choice it is entirely yours. Like all of us we do like to get a raise yearly or be commended for a great job, showing your appreciation to your cleaner by a simple thank you goes a long way to make a good relationship.
Do you have a minimum contract?
No, you are not locked into any minimum contract and we do not ask for quarterly or annual payments in advance, we just ask if you cancel you give 1 months notice. We do not even ask that you sign our agreement before your cleaner starts as our business is based upon trust.
Do your cleaners bring products and equipment?
No they don’t, the cleaners will use yours. However if you need guidance regarding the best products, we and your cleaner are happy to help. It isn’t necessary to buy loads of products as the right ones and thorough work gets the job done.
What happens when we’re on holiday?
Whilst your away you do not have to have your cleaner as we will find your cleaner other temporary work. However many clients find it a great time to have their home spring cleaned as the usual weekly chores don’t have to be done. The agency fee is still payable whilst you are away as it’s rather like a ‘club membership’ although if you are away for more than 4 weeks at one time then please speak to us as we try to accommodate each situation.
Can I meet my cleaner first?
Of course, we always recommend that you proceed in the way you feel most comfortable. We understand that this is a very personal service & some clients come to us with bad experiences. Therefore if you would like to meet your cleaner first or have the clean arranged when you are at home with a view to giving a key once you feel comfortable, that’s absolutely fine.
Can I give keys?
Yes, all of our cleaners are key holders. As an agency we would not have a cleaner who we cold not trust to be a key holder. Our deciding factor when taking someone on is, would we trust them in our own home to be a key holder- if it’s not a yes (despite great references) we still do not take on this person. Our cleaners are happy to meet at a convenient time to arrange the keys.
Does your insurance cover theft?
No, for several reasons; firstly as our cleaners are all self-employed it is not possible as they would need to be employed by us so we could ‘bond’ them and the cost of this to our business would prohibit us from trading. However we are very proud of our record that in ten years this has never been a problem, primarily we work very closely with our cleaners & anyone looking to utilise their cleaning position for theft would want an ‘arm’s length agency’- we are certainly not that!
Can I see the cleaners references?
Yes of course, we always have cleaners references on file & are happy to supply them.
Can you post me some information with your terms & conditions?
Yes of course, please contact us or call us on 08085 49 77 43