Housekeeping Star

FAQs

The easiest way to book your Housekeeper is to use our secure online booking system via our website. We accept all major credit and debit cards.  For regular weekly bookings,  you can also set up a direct debit where you will have the full protection of the direct debit guarantee scheme.  We can also take card payment over the phone.  We, however, do not accept payment by cash.

We offer a simple and standardised pricing method which is based on the number of hours the Housekeeper is booked for. There is a flat hourly rate for the service during the weekdays, which is slightly higher after 5pm and at weekends.  Please see our Pricing page for full details.  Please note a minimum of 2 hours needs to be booked.

Yes, if you prefer to pay over the phone, please call our office number and we will be able to process your card payment over the phone.

Each booking needs to be for a minimum of 2 hours and can be increased in 30 minute increments. You can book a regular service at the same time every week, or book as and when you need our help.

Should you need to cancel your booking, please call our office number. We offer a 100% refund providing 24 hours’ notice is provided.  If you provide less than 24 hours’ notice, we will offer a 50% refund.  For less than 2 hours’ notice, we will be unable to offer a refund.

For clients that sign up to a regular, weekly housekeeping service, we will endeavour to allocate the same Housekeeper to attend. If the housekeeper is off, we will send an alternate member of the team, you are welcome to call our office number to check who will be attending.  For ad-hoc one off bookings, we will not be able to guarantee it will be the same housekeeper who attends.

Please refer to our service guide to give you an indication of how long you will need the housekeeper for. The minimum booking is 2 hours.  Should the housekeeper not be able to complete the tasks in the booked duration, you are able to extend the booking in 30 minute increments.  The housekeeper will advise you on how to make the additional booking.

We strive to ensure our Housekeepers arrive at the start time of the booking. However, if the housekeeper is running more than 30 minutes late, we will call you to notify you of the delay.  If the Housekeeper will be more than 1 hour late, then you have the option to cancel the booking with a 100% refund.  The Housekeeper will always complete the full duration of the booking even if they are running late.

We offer a 100% satisfaction guarantee or your money back. Please refer to the terms of the guarantee.  Please call or email our office team to raise any complaints which will be dealt with in line with our complaints procedure.

There may be occasions where the Housekeeper may not be able to complete all of the tasks in the time you have booked. Should you require to extend your booking, please call our office and you can pay to extend the service in 30 minute increments.  Occasionally, if the Housekeeper has another booking straight after yours, they may be unable to extend the visit.

All members of our team are required to pass a robust vetting process before they are offered to join our team. Our staff are fully employed by the company, we do not use agency staff.  Staff are DBS checked, fully referenced, and complete our training programme to demonstrate competence.

Our staff are trained to be careful not to damage anything in your property, however, accidents can happen. Our insurance will cover any accidental breakages or damage to your property, please see here for full terms.  Clients will be required to cover the £500 excess for each insurance claim, this allows us to keep the cost down for all clients.

Most clients will have their own cleaning materials available in their home which our Housekeepers can use. If you do not have materials at home, please do let us know in advance to ensure our Housekeepers bring the materials with them.  Should you book a carpet shampoo, we will supply the equipment needed.

Some of the common cleaning materials we use include:

  • Vacuum
  • Bucket
  • Rags or chamois mop
  • All-purpose cleaner
  • Oven cleaner
  • Stainless steel cleaner
  • Scrubbing sponges
  • Microfiber cloths
  • Toilet brush
  • Grout and tile cleaner
  • Grout brush
  • Glass cleaner
  • Lint roller
  • Extendable duster

If you would like the service to be provided while you are out of the property, you are welcome to leave your key with us. Please call the office or select ‘leave key’ during the online booking process.  A senior member of our team will meet you beforehand to collect your key and you will be requested to complete an authority form.  We are fully insured to manage home access keys.

All staff are required to complete an induction training programme before they commence work and this training is refreshed annually. We cover topics such as infection control, health and safety, cleaning chemicals and how to deliver a quality service.

Unfortunately, we do not accept payment in cash. You can pay us online, or on phone using your debit or credit card.  You can also pay by BACS transfer or direct debit.

Our staff do not accept monetary tips of any value. If you are happy with the service you have received, please call or email the office to let us know your feedback.  We love to receive positive feedback and we will ensure your housekeeper receives a reward from the company.

Our Housekeepers can assist with a range of domestic chores and tasks. This can include organising cupboards, emptying out the fridge or freezer, cleaning net curtains etc.  Please see our services page for the full range of the services we offer.  If you need help with a service that is not listed, feel free to call our office and we will do our best to help.

Although our housekeepers can clean houses where there are pets, we will be unable to assist with directly working with your pet. Additionally, we request that pets are kept in a separate room to where the housekeepers are working.

All of our staff carry ID and will be wearing a work tunic. If you are in doubt, please call the office for clarification.

Our Housekeeping services are available 7 days a week between 7am to 9pm. To secure your preferred timeslot, we request that your booking is made at least 3 days in advance.

Our housekeepers will be unable to manage bookings directly. Please make bookings via our website or by calling our office team.

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