Frequently Asked Questions
When interviewing cleaning services customers should always ask the following questions:
• What does your cleaning associate screening consist of?
• Do you perform criminal background checks on all cleaning associates?
• How many people will be in my house cleaning?
• What does your cleaning associate screening consist of?
• Do you perform criminal background checks on all cleaning associates?
• How many people will be in my house cleaning?
How many people will be cleaning my home?
We normally work with teams of 2 or solo cleaners although on occasion we will send a team of 3 depending on the scope of the cleaning that needs done and the size of the home.
Do you send the same team every time my home is cleaned?
You will, in most cases, have the same cleaning associate(s) assigned to clean your home. All of the cleaning teams provide the same consistent service to every customer, so you should feel like you are receiving the same quality service no matter who the cleaning team is. However, if you would like to make a change, please do not hesitate to ask.
What if I have a security system?
We prefer that your alarm system is turned off on the day of service but can handle disarming and resetting if requested.
Do I have to sign a contract?
No, there are no complicated contracts. The only thing we ask is if you must cancel a regularly scheduled appointment, that you do it at least 48 hours in advance. A cancellation without enough notice to reschedule another appointment directly affectsscheduling another customer and HHH schedule of the day.
What if I forget it is my cleaning day?
We charge a $45 cancellation fee for scheduled appointments that are missed and were not cancelled at least 48 hours in advance.
What time will the maid be at my home?
We generally commit to either a morning arrival (8AM to Noon) or afternoon arrival (Noon to 5PM). If you require an appointment at a specific time we will need to schedule it for first thing in the morning. Some houses take longer than others and we don't want a cleaning associate to leave a house before it is completed in order to keep an appointment with another customer. In any case please allow for uncontrollable variables like weather and traffic.
Are you Bonded and Insured?
Yes, Household Helping Hands is insured and bonded. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged. But unlike independent cleaners or agencies, Household Helping Hand’s insurance includes the most important insurance….workers compensation.
Do you carry insurance for damage?
Unfortunately breakage does happen occasionally, even with the most experienced and consciences cleaning professionals. While every effort is made to use great care in your home, sometimes accidents do happen. The cleaning associates is responsible for any damages caused by their work. They will work to resolve this with you directly. It helps us make sure that every cleaning associates is careful if he/she is responsible for their own mishaps.
What if something is missing from my home?
This is NEVER a good feeling but try to remain calm. Retrace your steps; about 90% of the time, whatever is missing will be found within 24 hours (it happens all the time). HOWEVER, if it is not found or if the disappearance is obvious, call our office. Provide a complete description of what is missing and we will discuss the situation with the cleaning associate. Please keep in mind that we treat the accused as innocent during any investigation. If the cleaning associate denies any responsibility for the missing item it may be necessary for you to call local law enforcement authorities so the proper officials can investigate the situation.
Fortunately, due to good selection practices and background checks, we have never has a case of theft. Most cases turn out to be simply misplaced items.
Fortunately, due to good selection practices and background checks, we have never has a case of theft. Most cases turn out to be simply misplaced items.
Do you provide the cleaning supplies or do I?
We provide all the cleaning equipment and supplies to perform our service. If you prefer a different product be used we are happy to use it as long as you provide the product.
How do you get in my house if I am not at home?
Most of our customers are not at home when we come to clean. We will make personal and confidential arrangements with you on how to gain access to the house. Normally a duplicate key is the best solution. If we are unable to gain access to your house for a regularly scheduled cleaning, we must charge you a fee of $45 to compensate the cleaning associate for their loss of income and driving expenses.
Are my keys protected?
We understand that you don’t want your house keys in the wrong hands, which is why we’ve set up a secure system to ensure your keys never lose their way. Keys are coded as soon as they enters the office and they are stored in a locked box that only Household Helping Hands management can access. When your cleaning day is scheduled, your coded key is matched with your cleaning PRO. Upon returning to the office, your cleaning PRO returns all keys to management, who then places them back into the secured storage box. Join the 80% of our clients who entrust their keys with us. It's makes for a smooth cleaning experience and you'll never have to wait for us to arrive.
Do I have to do anything before the cleaning associate arrives?
In order for the cleaning associate to do their job properly, we ask that you pick up clothing, toys and other household items. The cleaning associate will not know where your personal items belong and most customers prefer that they not go into your closets or drawers to put things away.
Are porches, decks and carports included?
We limit our services to tasks inside the home. If this is a service you require please let us know in advance so we can provide you with a price for adding this service to your cleaning.
Is it okay to leave a note for the cleaning associate?
It is always a good idea to communicate whether you have concerns with the service or if you are very pleased with the service. Do not wait and write notes only when you are dissatisfied. All communicated feelings are good ones!
What if my cleaning is scheduled on a holiday?
We will contact you to reschedule your appointment.
What if I need to reschedule an appointment?
Please call our office at least 48 hours in advance. We will be happy to reschedule your cleaning appointment.
Do you check the backgrounds of the cleaning associates?
Yes we do, in fact we will not even consider registering of a new house cleaner unless they have a minimum of four verifiable references and a stable previous work history. House cleaners must pass abackground check to insure no felony convictions.
Why does the first time cleaning cost more?
It usually takes us longer to clean the house the first time because there are areas of the home that we will be cleaning that haven't been cleaned in quite a while. We only charge extra if extra time will be required.
What about my pets?
This is an issue that should be discussed in detail before the service begins. We love animals, but sometimes they don't love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements (such as the garage, a kennel, or a closed off room) while we are in your home.
How do I arrange payment for my cleaning service?
Payment for cleaning services is due on the day of service. The preferred method of payment is via Visa/Mastercard/Discover and American Express. Checks are welcomed as well when leaving a check please leave on kitchen counter in a sealed envelope addressed to and made out to Household Helping Hands. Some services require pre-payment for first time or one time service. We also offer an option to pay for services online through our website.
Am I supposed to tip the cleaning associate that cleans my home?
While tips in this industry are not expected it is common for tips to be left. NEVER feel like you HAVE to tip, and NEVER tip in hopes of receiving better service! You should only tip if you feel you are receiving great service. Tips, when given, usually range from 10 to 15%.
