Frequently asked questions

Customer FAQs Cleaner FAQs

Customer FAQs

  • We aim for 48 hours excluding weekends and bank holidays, but this could be affected by where you live, the day or time that you require, the number of hours and the tasks that you would like the cleaner to do. Popular days such as Thursdays and Fridays could take a bit longer.

  • A message is sent to all available cleaners with details of your job. We then send you the resume and photo of the cleaner best suited to your needs. The cleaner will then call you to arrange a pre-clean interview or to arrange access should you not require a pre-clean meeting.

  • Yes, unless your cleaner is ill or on holiday. A substitute (cover) cleaner can be arranged in these instances.

  • No, but we recommend that you are present for at least part of the first clean as every home is different with different cleaning priorities. It’s also a very good idea to introduce the cleaner to your pets,

  • 2 hours.

  • Cleaners are generally happy to do any interior job that is reasonable and safe. Tasks can be changed each visit with your cleaner’s agreement.

  • Yes. We will endeavour to introduce a cleaner on your required day and time of day. You can arrange specific times with your cleaner.

  • Fortnightly cleaning can be booked online.
    Monthly cleaning cannot be booked online and must be arranged directly with the office. They attract an arrangement fee of £10 per visit in addition to the hourly rate. You will find our contact details here.

  • Yes, we have customers who have multiple cleans every week and some cleaners will also work on Saturdays. Please be aware that a cleaning session cannot be less than 2 hours.

  • Our insurers require you to supply products and equipment. Should you agree with your cleaner that they provide the products, you must stipulate the products to be used. Your cleaner will apply a small additional charge for this service.

  • Yes, for both accidental damage to your property and public liability. An excess of £100 applies. The insurance certificates can be viewed here.

  • Our rates vary by postcode and cleaning frequency. The cost for your cleaning session can be calculated here.

  • You pay us a monthly management fee by direct debit, and you pay the cleaner separately at a rate agreed between you. The calculations for each are clearly displayed and explained during the booking process.
    The hourly rate used in the cost calculator uses the average cleaner rate for your postcode plus the relevant management fee.

  • Yes. The first direct debit payment includes a refundable deposit equal to the monthly management fee. The deposit is held against the one month’s notice period. Any part of the deposit that is unused at time of termination of the contract is refunded.

  • Yes, there is a minimum contract of three months and a notice period of one month. The contract commences when a cleaner is introduced.

  • The cleaners are self-employed contractors who have undergone a very thorough vetting process.

  • We conduct face-to-face interviews and do thorough background and reference checks. Most cleaners have a DBS, and we will always introduce one of these cleaners before a cleaner who does not have a DBS

  • Your information is safely secured on our servers and is for our own use only. We do not have access to your bank details as these are held by Stripe.com. Our Privacy and Cookes Policy can be viewed here.

Cleaner FAQs

  • Yes, it is with weekly and fortnightly jobs with the same customers. You can also do cover jobs as and when they come up.

  • Most customers just want thorough basic cleaning, but some want ironing and/or bedmaking too. You can choose which jobs you want. You can see the services offered here.

  • You can work as many hours as you choose but we find that most cleaners choose to work between four and twenty hours. A cleaning session is two hours minimum.

  • Yes, you can but you must both be interviewed and vetted to be on our books for insurance purposes. You cannot take anyone onto a customer’s property without the customer’s express permission.
    When you work with a partner, the minimum cleaning session is one hour.

  • Your customer will pay you directly. You can agree on the method (cash, standing order, bank transfer etc) and whether you want to be paid monthly or immediately after each clean.

  • We offer you jobs at the average hourly rate for the customer’s postcode. As you are self-employed, you can set your own rates based on distance to travel, tasks etc. The customer, in turn, can decide whether to accept your rate or whether to ask us to introduce another cleaner.

  • Video Interviews are conducted on a digital platform such as Google Meet. You would have completed a questionnaire and uploaded a photo ID, proof of address etc before the interview.
    We do thorough background and reference checks, so documentation is important.

  • No, but we find that it is much easier to place cleaners who have one. We can assist you with the application, which is very simple and quick.

  • No, as you are self-employed, you are paid for doing an agreed job to the customer’s satisfaction. However, most customers are happy for you to arrange alternative cleaning days so that you don’t lose income.
    Should you work with a partner, your partner can complete the agreed hours so that no income is lost.

  • As you work for the customer on a ‘contract for services’ basis, you must advise them. They can then request a cover cleaner from Cleaners R Us if you do not have a partner.

  • You should agree this upfront with your customer before you start working for them and write it into your Contract for Services. An example can be found here.

  • Our insurers require customers to supply products and equipment. Should you agree to provide the products, the customer must stipulate the products to be used. You may apply a small additional charge for this service.

  • Yes, for both accidental damage and public liability. An excess of £100 applies and the customer may expect you to pay this should you have been negligent. The insurance certificates can be viewed here.

  • Yes. As a self-employed person you can have private clients and even work with another cleaning service.

  • No but we would ask you to read and accept our Cleaner Agreement that sets certain standards of behaviour for Cleaners R Us and you. The Cleaner Understanding can be viewed here.

  • Most self-employed cleaners won’t pay PAYE or NICs as their annual income will not exceed £12,570 after expenses such as mileage, cleaning products, mobile etc. HMRC’s Self-employment helpline number is 0300 200 3500.

  • Your information is safely secured on our servers and is for our own use only. Our Privacy and Cookes Policy can be viewed here.

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