Q: Will I have the same cleaner every visit?
Once you have agreed on a cleaner, they remain your dedicated cleaner unless they are either on holiday or sick. You will have the choice to contact the office through your online account or client App to request temporary cover.
Q: Do I need a smart phone to join this platform?
Yes you require a smart phone to be registered on this platform as you need to accept or decline jobs and for you to access other great features.
Q: How do I get paid?
Your client pays you directly weekly by cash or bank transfer the choice is between you and your client.
Q: What does self-employment mean?
As a self-employed service provider, you are your own boss and manage your own micro-business; you will be responsible for your own tax and National Insurance. You are also responsible for your own public & liability insurance.
Q: What areas do you cover?
For regular weekly cleaning we cover all surrounding local areas. For bigger one-off jobs, our contractors will usually travel further out if necessary.
Q: How long will it take to allocate me a cleaner?
Usually within 72 hours— depending on the availability in your area.
Q: Do you have a minimum length of visit?
Yes — there is a minimum two-hour contract.
Q: What if I do not get on with my cleaner?
We do our very best to match you up with the right domestic cleaner. However, we do understand that people have different personalities, and you may clash. If this does happen, you may feel awkward trying to tell your cleaner. Don’t worry — simply send us a message through your online account or client App requesting a replacement. It is very important to let us know why you decided on this action, so that we can find you the perfect match the next time.
Q: Are you insured?
Yes — our public liability insurance is up to the value of £10,000,000.
Q: Do I get locked into a contract?
You are not tied into any contract.
Q: Do you have a minimum length of visit?
Yes — there is a minimum two-hour contract.
Q: Are you insured?
Yes— our public liability insurance is up to the value of £10,000,000.
Q: Do I get locked into a contract?
You are not tied into any contract.
Q: Do we offer end of tenancy cleans?
Yes — we specialise in end of tenancy cleans and have lengthy experience in deep cleans.
Q: How long does an end-of-tenancy clean take?
An end of tenancy can take up to 4 to 6 hours, depending on how many contractors are on site. You can discuss with the contractor how long the job might take.
Q: How do I pay my cleaner for an end of tenancy?
You have to pay the contractor direct in cash after they complete the job.
Q: Do I have to defrost the freezer in advance?
Yes — we would recommend that you defrost the freezer to allow for it to be thoroughly wiped for maximum hygiene.
Q: Are the home helpers DBS checked?
All home helpers registered on our platform are fully vetted, DBS checked and ID checked. We also check their references.
Q: Can I pay my home helper from my direct payments?
Yes — your home helper will send you an invoice for the services they have provided and you can come to a payment arrangement that suits you both.
Q: What happens if I am not well enough to have a home help service on the day?
We always recommend that you let your home helper know as early as possible by sending them a message through the app or your online account.
Q: How long does a deep clean take?
A deep clean can take up to 4 to 6 hours, depending on how many contractors are on site. You can discuss with the contractor how long the job might take.
Q: How do I pay my cleaner for a deep clean?
You have to pay the contractor direct in cash after they complete the job.
Q: Do I have to sign a 12-month contract with you?
No, you don’t need to sign a 12-month contract. If you choose to end your service, please give us one month's notice by email.
Q: Who pays the cleaner?
You, the customer, are responsible for paying the cleaner by cash or bank transfer.
Q: Do you have insurance?
Yes, we are fully insured for claims up to £10,000,000, this includes public and products liability, employers’ liability, and loss of keys.
Q: How do I receive cleaning offers?
Once you have chosen which packages you prefer we will send you the number of clients you asked for through your app, you will receive live notifications of all new job opportunities which you are free to accept or decline.
Q: Do we provide the cleaning materials?
The client supplies all necessary cleaning materials and equipment unless they make other arrangements through our system. If you are asked to provide your own equipment and products for regular cleans; you will be informed before the clean commences an additional charge will be added on your behalf.
Q: What are your cleaners’ working hours?
The standard hours are 8:00 until 17:00, Monday to Friday. We often clean commercial properties in the evenings but if required we can try to arrange your cleaning for outside of these times.
Q: How long will it take to allocate me a cleaner?
Usually within 72 hours — depending on the availability in your area.
Q: Do the cleaners bring products and equipment or do we need to provide our own?
Our contract cleaners, who provide deep cleans, provide all necessary products and equipment at no extra cost.
For regular cleans, you provide the necessary products and equipment. If you need the cleaner to provide these, you will be charged an additional fee based on the cleaner’s hourly rate.
Q: What if my cleaner cannot make it, or is sick?
Just send us a message through your app or call the office, and we will do all we can to provide you with a cover cleaner.
Q: Can I specify the day the cleaner comes?
On your enquiry form, you will be able to specify the day, and time, your cleaner arrives.
Q: Do I need to be home for the first visit?
We strongly recommend that you are home for the first clean to show your cleaner around. This means that you can pass on any special instructions, like alarm codes or locking up procedures.
Q: Can I contact my cleaner?
Yes — through your client app you will be able to leave messengers for your cleaner.
Q: Can I leave a key with my cleaner?
You may elect to provide your cleaner with a key to your property, enabling them to work while you are out. Download and print a key acceptance form, on your online account, and ask your cleaner to complete and sign it.
Q: Do you clean ovens?
Yes, we do. This is charged for separately from our regular cleaning prices. Please discuss this with your cleaner.
Q: Do I need to pay for parking?
Parking charges are at extra cost. If you have access to a parking permit, please offer it to your cleaner for the duration of their visit or reimburse their parking costs when you pay them.
Q: Is it a problem if I have pets in the house?
When you are booking, please indicate this on the form. Our system will then only match you up with cleaners who are comfortable working around pets.
Special instructions can be sent through your app to your cleaner, these might include making sure all windows and doors are kept closed, or letting your cleaner know that your dog is scared of the hoover..
Q: Will I have the same cleaner every visit?
Once you have agreed on a cleaner, they remain your dedicated cleaner unless they are either on holiday or sick. You will have the choice to contact the office through your online account or client App to request temporary cover.
Q: Do the cleaners bring products and equipment, or do we need to provide our own?
If you prefer to provide all necessary products and equipment that’s fine but if you need the cleaner to provide these then you will be charged an additional fee per hour.
Q: Can I leave a key with my cleaner?
You may want to provide your cleaner with a key to your business premises, enabling them to work while the premises are empty. You can download and print a key acceptance form through your online account, and then just ask your cleaner to complete and sign it.
Q: What if my cleaner cannot make it, or is sick?
Just send us a message through your client app or send a message to our office, and we will do all we can to provide you with a cover cleaner.
Q: Can I specify the day the cleaner comes?
On your enquiry form, you will be able to specify the day, and time your cleaner arrives.
Q: Who pays the cleaner?
You are responsible for paying your cleaner
Q: What if I do not get on with my cleaner?
We do our very best to match you up with the right cleaner. However, we do understand that people have different personalities, and you may clash. If this does happen, you may feel awkward trying to tell your cleaner. Don’t worry — simply send us a message, through your online account or client App, requesting a replacement. It is very important to let us know why you decided on this action, so that we can find you the perfect match for next time.
Q: Do I need to be present at the business promises for the first visit?
We strongly recommend that you are present for the first clean to show your cleaner around. This means that you can pass on any special instructions, like alarm codes or locking up procedures.
Special instructions can be sent through your app to your cleaner, these might include making sure all windows and doors are kept closed.
Q: What is the Home Help service?
Home help is for anyone who requires extra support with specific tasks but wants to retain as much of their independence as possible. This could be practical support around the house, help with shopping or housekeeping, companionship, or even picking up prescriptions from the chemist.
Please beware that we do not provide personal care, only domestic care.
Q: How does Home Help work?
You simply go to our website, select the service, and complete your details. We need as much information about the help you require as you can provide, so that we can match you up with the most suitable person.
Q: I am a parent requiring home help can I use this service?
Absolutely! We understand help is required in many situations and we are happy to match you up with an experienced person who is an all-rounder. We can provide someone who can help you after the birth of your baby, or following hospital treatment or a fall, or whilst you coming to terms with a bereavement, or living with a chronic illness or disability.
Q: What is the difference between a deep clean and after builders clean
After builders clean is more of a thorough clean and takes longer than a deep clean. Please refer to the ‘what’s included’ section for more details.
Q: How long does an end-of builders clean take?
An end of builders clean can take up to 4 to 6 hours, depending on how many contractors are on site. You can discuss with the contractor how long the job might take.
Q: How do I pay my cleaner for an end of builders clean?
You have to pay the contractor direct in cash after they complete the job.
Q: Do you do external window cleaning?
The contractors only clean internal windows.
Q: Do I have to provide products and equipment?
The contractor will provide all the necessary cleaning equipment and products.
Q: Do I have to provide products and equipment for deep cleaning?
For one off-cleans and end-of-tenancy cleans, you will provide all the necessary equipment and products.
Q: Is oven cleaning included?
No – oven cleaning is at an additional cost. Please select the box on the quoting tasks to add it to your quote.
Q: Are your cleaners insured?
Yes— all cleaners have public, liability insurance.
Q: Is there any minimum of hours per visit?
Yes — there is a minimum of two-hours per visit.
Q: Can I contact my cleaner?
Yes — clients and cleaners are provided with an app which enables both to communicate by sending messages to each other.
Q: Who provides the cleaning materials?
The client is responsible for the cleaning materials, mop, bucket, hover, etc. If you require cleaning materials and equipment, please state this in the quoting system when booking a service, as this incur an additional charge.
Q: What is Your Help Hub?
Your Help Hub is a new platform designed to provide a simple, comprehensive solution for finding and managing competent, professional, vetted, and self-employed workers to provide services around your home, with affordable and transparent rates.
Q: How much do we charge per hour for a cleaner?
We don’t charge you an hourly rate, all the self-employed cleaners that are registered on our platform set their own hourly rates. So, you the customer can choose and compare different cleaner’s profiles and prices to suit your desired budget.
Q: Do I have to pay a monthly fee for a domestic cleaning service?
We don’t charge you a monthly fee for our standard domestic cleaning package. We include a free app that helps you manage your cleaning schedule free of charge when you book a regular domestic cleaning service.
Q: How would I know if my cleaner did their allocated hours?
If you have booked a regular service and chosen to give your cleaner a key for your property you can receive live push notifications through our app. This will alert you as to when your cleaners arrive and when they leave your property. This feature helps with timekeeping and ensures your cleaner completes their allocated hours.
Q: Are your cleaners vetted?
Yes — all contractors registered on our platform are fully vetted with an ID check and reference checked and home helpers/carers are DBS checked.
Q: Are your cleaners vetted?
Yes — all contractors registered on our platform are fully vetted with an ID check and reference checked and home helpers/carers are DBS checked.
Q: Are your cleaners vetted?
Yes — all contractors registered on our platform are fully vetted with an ID check and reference checked and home helpers/carers are DBS checked.
Q: Are all your self-employed cleaners vetted?
All Home Helper / Carers have been fully screened and all cleaners are fully referenced and ID checked. No work will be offered to any contractor unless vetting procedures have been completed by Your Help Hub, so you can feel reassured that you are opening your doors to trustworthy individuals.
