FAQs

Can housekeepers provide end-of-tenancy or after-builder cleans?

Unfortunately, not (yet!). Housekeep offers standard home cleaning, but the housekeepers available do not have experience in deep cleaning or specialist cleaning. This means your housekeeper won’t be able to help with: steam cleaning, carpet cleaning, mould removal or upholstery cleaning. We also therefore aren't the right company for professional guaranteed end-of-tenancy cleans or after-builder cleans.

If you are looking for an end-of-tenancy or after-builder clean, we recommend EP Cleaners, an established, guaranteed service operating for over 10 years and voted number 1 in the UK on Trustpilot.

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Can my housekeeper clean whilst I'm out?

 

All cleaners on the Housekeep platform go through an 8-step background checking process, so you can trust them to clean your home whilst you are out. If you book in for a regular visit, you can take advantage of our key pick up & tracking service, and give them a spare key on your next cleaning visit. Once they have your keys they can clean while you're out. Alternatively you can leave your keys somewhere safe, with a concierge or in a key safe. Just let us know where the keys will be when you book. If you book in for a single visit, you will need to be home to let your housekeeper in, but you can ask them to shut the door behind them when they leave, or lock the door and post the keys back through your letterbox if needed.
 

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What time will my housekeeper arrive?

We cannot guarantee arrival at a specific time, as our local housekeepers travel on foot or by public transport and we need to allow for public transport delays. We will however, be able to provide a time window in which your housekeeper will arrive. This allows for travel time between jobs and any transport delays that may occur (it is London!)

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Can I make regular or one-off special requests?

Absolutely! We speak to our customers before their first clean to talk through their special requests or things they would like us to pay special attention to. After your first clean, if there are any other things you’d like added to your instructions, whether regular or one-off, just drop us an email.

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What do I do if my housekeeper doesn’t show?

We do ask all cleaners on the Housekeep platform to notify the office if they are running late, so we can be sure to get in touch and let you know. If you have a weekend visit booked in with Housekeep, your cleaner will contact you directly. As always, if you have any questions or queries please email the team here at hello@housekeep.com.

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If you have any other questions, please don't hesitate to get in touch.

Will my housekeeper wash up dishes?

Your housekeeper will clean up any dishes left over from breakfast and wash them or load the dishwasher for you. They will also put away any clean dishes away for you. 

Large amounts of washing up can eat into your housekeepers cleaning time. If you would prefer your housekeeper prioritise the washing up over other cleaning tasks, please add this as a cleaning instruction via your members account. Please note this may mean your housekeeper cannot clean all the rooms in your house, so you can increase your visit time to account for this, if available.

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Is there anything housekeepers can't do?

We do not have any housekeepers with experience in deep cleaning, such as steam cleaning, carpet cleaning, mould removal or upholstery cleaning. There are also not any housekeepers who offer professional or guaranteed end-of-tenancy cleans or after-build cleans.

For health and safety reasons, your housekeeper does not offer the following services:

  • Lifting items over 25lbs
  • Dusting and vacuuming of surfaces outside of normal reach
  • Cleaning outside of windows (except when windows are easily, safely accessible)
  • Cleaning pet messes and heavily soiled areas
  • Cleaning of mold and biohazardous material
  • Deep stain removal
  • Landscaping and/or yard work 
  • Garages and patios
  • Extermination (insects, etc)

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Is my housekeeper okay with pets?

All housekeepers are comfortable working with pets in the home. You are also able to add instructions for your housekeeper via your members account regarding your pets, such as making sure all windows and doors are kept closed, or letting your housekeeper know that your dog is scared of the hoover.

Please note: Your housekeeper cannot feed, clean, walk or care for your pet.

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How does Housekeep work?

Housekeep is the award-winning online booking platform for experienced home cleaners. Each cleaner is interviewed in-person, background-checked, and English speaking - so you get a 5* clean every time, backed up by a 100% satisfaction guarantee!

We have a dedicated online member login area for all Housekeep customers, so you can easily book new visits, reschedule existing visits, edit your cleaning preferences, and add extras like cleaning products, oven cleaning, indoor window cleaning or even flowers with the simple click of a button. We also provide online booking and payment, key pick up & tracking, and you are now able to select a cover housekeeper on days when your regular housekeeper is unavailable.

With Housekeep, finding your perfect, regular cleaner just got easier! 

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Can I book in ad-hoc?

We understand that sticking to a strict schedule does not work for everyone, that's why we make it as easy as possible for you to book in single visits as and when you please. After your initial one-off clean, all you need to do is log in to your members account and select "Book New Visits." One of our customer care team will then be in touch to confirm. It's as simple as that.

Whilst we do aim to send our regular customers the same housekeeper every time, this is not always possible, as your local housekeepers’ schedule is often filled with weekly or fortnightly customers. If you do have a preferred housekeeper, please ensure you let us know in the “Notes” section that appears in the request form when booking in via your members account.

Just so you know, you are now able to see all your upcoming visits in your members account and you can change the days there as and when you need to. You are also now able to select a cover housekeeper on days when your regular housekeeper is unavailable.

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What are your customer service hours?

Our customer service team is available Monday to Friday, 8.30am to 5.30pm.  Simply email hello@housekeep.com or give us a call on 0203 434 3080, we are always more than happy to help.

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How do I book?

To book in a one-off visit, all you need to do is complete our online booking form and choose a time and day that suits you! If you would like to book in a regular visit, you can submit your booking request online via our online booking form, and one of the customer service team will call you within 48 hours to confirm and tailor your clean to you. 

Just so you know, if you have already had a visit with us, you can book in ad-hoc visits as and when you need to via your member account hereYou are also now able to select a cover housekeeper on days when your regular housekeeper is unavailable.

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How do I use a coupon code?

You can add your coupon code during the booking process before you add your payment details. If you forget, simply give drop an email to our friendly customer service team at hello@housekeep.com with your name, address and the coupon code you wish to apply, at least 24 hours before your housekeeper is due to arrive.

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What is included in a standard clean?

To see what is included in a Housekeep clean, please check out our services page.

If you book in a regular clean, we will give you a Welcome Call to talk through any special cleaning requests, as well as property and access instructions. If you book in ad hoc visits, you can leave send some cleaning notes to your housekeeper's phone app via your members account
 

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Why does Housekeep need to call before booking in my regular clean?

If it’s just a one-off visit you’re after, you can book this fully online via our booking form.

Every home is different, so we make sure we call all regular customers before confirming your visit, to discuss your specific cleaning requirements. This way you can rest assured your housekeeper knows exactly how you want your home cleaned. As we work with local housekeepers, we also want to confirm the best available time and day for you and your housekeeper.

You then have the ability to edit the information provided during this call via your members accountJust so you know, if you visit your member account here, you will be able to see all your upcoming visits and change the days there as and when you need to. You are also now able to select a cover housekeeper on days when your regular housekeeper is unavailable.

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Can housekeepers provide vacuums or mops?

Unfortunately, not. Housekeepers usually travel by public transport, so they don’t carry any heavy equipment (imagine carry a vacuum during tube rush hour!). You can request standard cleaning spays and cloths as part of your clean though.

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How does pricing work?

It's simple - cleaning costs £12.50 per hour, including your cleaner's charge and our charges. It's fully flexible, so you can pick as many hours as you need as regularly as you like. You can also use our cleaning estimate, based on the number of bedrooms and bathrooms that you have. You can also add extra time for things like laundry and ironing on a regular basis, or for a more occasional oven clean, fridge clean or indoor window clean. If you would like to reduce your hours, or book in for cleaning of the communal areas in your home, you can amend the length of your cleaning visit via our online booking form.

Please note: we currently offer a minimum visit time of 2 hours, to ensure your housekeeper’s travel costs are covered.

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Can I pay my housekeeper the London Living Wage?

If you would like to pay your housekeeper the London Living Wage, which is currently £9.40 per hour, please send us an email at hello@housekeep.com. We will then increase your hourly rate for you and your housekeeper will receive the London Living Wage as per your request. Just email us if you have any questions.

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Which areas do you cover?

We cover all London postcodes (E, W, N, NW, S, SE, SW, IG, CR, HA, TW), and various other London areas. If we do not currently serve your postcode yet, all you need to do is enter your postcode & your email here >> www.housekeep.com/housekeepbooking

You will then receive a notification & special offer when we open in your area. We're growing fast, and opening new areas each week, so make sure you keep an eye out for that email!

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Is my housekeeper well looked after?

Yes, we are a company that cares a lot about cleaner happiness. We understand they work hard to provide top quality house cleaning and in turn we help them to build up their own local business. Our aim is to help cleaners to find lots of local customers and to reduce their admin time, so they can focus on what they're good at - top quality home cleaning! 

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How does insurance work?

In the unlikely event that your Housekeeper causes any damage/breakage in your home, you need to inform us within 72 hours of your housekeeper's visit for us to be able to help.

Your Housekeeper is a self-employed contractor and may have their own insurance to cover such incidents (please note we don't track this).

Please provide proof of damage, including photos & full details of the damage/breakage. We will then liaise with your housekeeper on your behalf (or can pass on their contact details if preferred), to confirm whether they are responsible for the breakage, and if so, ask them to cover the cost.

Please note that your housekeeper would not cover the cost of general wear and tear caused by normal cleaning.

If you are unable to reach a resolution with your housekeeper, we recommend that you contact your home insurer to see if you can claim through them. 

Our insurance policy is there to cover extreme cases such as fire or serious injury, but does not cover damage or breakage. Please note you will be required to pay a minimum excess of £250 for claims on this policy. For full details please see our terms and conditions

 

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How do I submit a complaint?

After your Housekeep visit you will receive a rating email, where you can give your housekeeper a star rating out of 5. If you have rated 3 or below, don't forget to add a note so we know what happened on the day. After we receive your rating, one of the friendly customer service team will be in touch within 48 hours to see how we can get your next visit to 5 stars.

Don't forget, we've been working hard to give you more power over your cleaning visits. You can now reschedule your own visits, choose a cover housekeeper when your regular housekeeper is on holidays, add your own cleaning preferences & even update access details to your members account here >> www.housekeep.com/members

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How do I become a Housekeeper?

We’re always looking for new housekeepers, so if you’re experienced in home cleaning and you’re looking for flexible home cleaning work that's close to home, please fill out our online application form.

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Can I request gardening?

At the moment, we do not provide gardening services.

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Can I reschedule or cancel my clean?

If you need to cancel or reschedule a visit, simply log on to your member account and “skip” or "reschedule" your visit - this can be done in the Edit Future Visits tab. You will be able to see availability in real-time here.

We ask that you give us 48 hours notice, so we can let your housekeeper know about the change. If you cancel less than 48 hours before your visit, there is a £10 charge to cover your housekeeper's travel costs.

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How do you background-check housekeepers?

All housekeepers are background checked by Onfido, a third party security system. This check covers four aspects: ID check, right to work check, county court judgements and a basic criminal record check. Each housekeeper is also interviewed in person and must maintain consistently high ratings to remain on the Housekeep platform.

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What extra services will my housekeeper provide?

As well as a regular home cleaning service, your housekeeper will also be able to provide the following services:

  • Ironing
  • Laundry
  • Indoor Window Cleaning
  • Oven Cleaning
  • Fridge Cleaning

You can either add these services on to all visits, for example you might want ironing every visit, or you can add them on as a one off to any individual visit, for example, you might just want an oven clean every now and then. These extra services are also priced at £12.50 per hour, or £6.25 per 30 mins.

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How does key pick up & tracking work?

If you'd like your housekeeper to look after your spare keys, you can organise for them to pick up your spare keys during a cleaning visit. You can let us know during your Welcome Call or you can organise this yourself at any point in your members account. Our systems will then let your housekeeper know to pick up the spare keys via their phone app. This service is only available for regular customers.

Once your housekeeper picks up your keys, we send them a unique code to tag to your spare keys and ensure any other identification about you or your property is removed. We then keep track in our systems that your housekeeper is holding your spare keys for you.

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What happens to my spare keys when my housekeeper goes on holiday?

When your housekeeper picks up your spare keys, we provide them with a unique code to tag your keys with and ensure they have removed any other identification about you or your property. If your housekeeper goes on a long holiday, we ask them to bring your spare keys to our office for safe-keeping.

When your regular, key-holding housekeeper is away on holiday, you can organise a cover housekeeper but we don't organise key transfers and you would need to provide access to the cover housekeeper. We do this to keep travel time and cost for housekeepers as reasonable as possible, particularly since many housekeepers work over an hour away from our office in Central London. 

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Can I give my housekeeper cleaning instructions?

You are welcome to pass on up to 5 instructions to your housekeeper via your members account. These instructions are limited to a maximum of 140 characters per instruction, as these will be transferred directly onto your housekeeper's app. This way, your housekeeper can access your cleaning instructions before and during your cleaning visit.

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How does payment work?

Here at Housekeep we run a cashless system, so payment is taken from the card you provide during booking. Payment is taken only on the evening of your clean, and then we will pay your housekeeper for you.

All payments are processed via our secure payment system, Stripe, where your card details are encrypted for security purposes. As such, we will be unable to let you know the card you have provided, however you can update your payment details at any time via your members account.

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Will Housekeep cover last minute absence?

If your housekeeper moves out of your area or leaves the platform, we will send a new housekeeper to you, who will have access to your cleaning instructions via their smartphone app. If your housekeeper notifies Housekeep on the day of your clean that they are unable to clean your home we will skip that visit for you. 

If you would like to reschedule your visit, you can do so via your member account here, where you will be able to see all your upcoming visits and change the days there as and when you need to. You are also now able to select a cover housekeeper on days when your regular housekeeper is unavailable.

If you have any trouble, please do drop us an email to hello@housekeep.com as we are always more than happy to help!

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Will I always have the same housekeeper?

When you book in for a regular service, we aim to send the same housekeeper every time. As we assign local housekeepers to specific local areas, you will usually have the same housekeeper every time, unless of course your housekeeper changes their area or leaves the platform. We can send a replacement housekeeper to you if your housekeeper is away on holiday,  however we cannot guarantee cover for last minute absence.

If you book in for a one-off or 4-weekly visit, we unfortunately cannot guarantee that the same housekeeper will be available for your visit. Furthermore, if you suspend your Housekeep member account or skip your visits for a period of 4 weeks or more, we cannot guarantee the same cleaner upon your return to the service.

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Can my housekeeper clean the outside windows?

Housekeepers are generally not able to clean the outside of windows. There are some specific circumstances where they can help: when the windows are easily, safely accessible on the ground floor or are on a wide balcony/terrace with barriers, with firm, even flooring. Obviously, this is weather-permitting and you’d need to provide appropriate sponges! Please note, your housekeeper is never able to work at height, so cannot use a ladder or step ladder.

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Can you provide commercial cleaners?

In addition to homes, we can provide office, shop and commercial cleaners. You can choose daily office cleaning in the morning, afternoon and evening. Weekly VAT invoicing is also available on request. Please email hello@housekeep.com for more information.

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Can my Housekeeper defrost my freezer?

Housekeepers are not able to defrost freezers. The fridge cleaning service includes the refrigerator only.

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Can my Housekeeper do my ironing?

Up-to one hour of ironing can be booked on the Housekeep website. Housekeepers can generally iron 9-10 shirts per hour. If you need more than one hour of ironing (maximum 2), please email hello@housekeep.com. If you need more than 2 hours of ironing, we recommend a specialist laundry service.

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Can my Housekeeper clean blood and body fluids?

Cleaning blood and body fluids is potentially hazardous, so Housekeepers cannot perform this task for safety reasons. There are specialist companies for this kind of cleaning.

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Can my Housekeeper change my cat litter tray?

Handling cat litter is potentially hazardous (particularly during pregnancy), so housekeepers cannot perform this task for safety reasons.

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Can my Housekeeper clean my Airbnb properties?

Housekeepers specialise in regular weekly/fortnightly house cleaning. They are also suitable for Airbnb cleans if you can facilitate access to the property and have some flexibility on the time/day your property is cleaned:

  1. When you're booking a non-regular 'one-off' clean, you may need to book days/weeks in advance to get the time and day you want
  2. We are unable to cover any last-minute absence of Housekeepers (for things such as sickness) - so we're not suitable for same-day check-out/check-in of the next guest
  3. We do not transfer keys between Housekeepers - so we need somebody present to facilitate access, or a key safe/concierge/neighbour that can hold your keys

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What cleaning products do I need to provide for my Housekeeper?

All customers need to provide a mop, toilet brush and vacuum cleaner (plus an iron & board if ironing is required).

Your Housekeeper can provide all other cleaning products for an additional £2.50 per visit. If you prefer to supply your own products, please ensure you have the following:

  • Bathroom cleaner
  • Bin bags
  • Duster
  • Floor cleaner
  • Glass cleaner
  • Kitchen cleaner
  • Laundry detergent
  • Limescale remover
  • Microfiber cloths (washed inbetween visits)
  • Rubber gloves
  • Sponges
  • Toilet cleaner
  • Vacuum bags (if required)
  • Washing-up liquid

Here's a handy list of the products our Housekeepers recommend: https://housekeep.com/blog/2017/03/08/15-person-pet-and-planet-friendly-cleaning-products-you-need/

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Can I tip my Housekeeper?

Tipping your Housekeeper isn’t necessary, but we know customers sometimes want to say an extra thank you - so we've built that functionality for you.

Every time you rate your clean 5-stars, you'll see an option to add a tip. If you choose to tip, you can select £3, £5, £10, or enter an amount of your choosing.

The tipping option is available until 11pm on the day of your visit, and anything you leave will be automatically added to your bill.

Your Housekeeper will receive the full amount and a notification of your tip.

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