My Clean Home FAQ's

About My Clean Home

Q: Are you insured?

A: Yes! We have comprehensive personal and private liability insurance covering all our staff whilst they are working in your home. We also insure for loss of keys, misuse of telephones and for breakages. Please ask for a more detailed information regarding our insurance if you would like them.

Q: Can your cleaners work nights/Sundays/ Holidays etc?

A: Yes. Please call or email us to discuss your needs.

Q: How do you ensure my keys are safe?

A: We are comprehensively insured for loss or misuse of keys. Each cleaner has guidelines regarding keeping clients keys.

Q: How do your prices compare to other services?

A: We offer an excellent value service to people in the Chester area. We are proud of our standards and are happy to bring them to you at a highly competitive cost. We know that cleaning is not about offering the cheapest service but about offering the right balance between quality and value. We made a decision at the conception of our company that we would not compromise quality for cost. We are amongst the best value for money in the area.

Q: What is your cancellation policy?

A: We ask for one months notice in writing to cancel our cleaning service permanently. We regret that we are unable to refund fees if any less notice is given.

About Our Cleaners

Q: Can I hire one of your cleaners directly?

A: When you agree to use My Clean Home you enter an agreement that you will not approach our staff to work for you directly. If however you choose to do so you have agreed to pay us a finder’s fee equal to £500 or 12 months of your monthly agency fees, whichever is the largest. The cleaner will no longer be offered work with My Clean Home.

Q: Do your cleaners bring their own supplies?

A: We use your products and equipment in your home. This means that we are able to clean your home how you like it to be cleaned. It also means that we are not moving dust, dirt and bacteria from one client to the next, and it keeps the cost of our service down.

Q: Do your cleaners move furniture?

A: We will move most couches, chairs, and tables as part of our service provided time allows this, and the cleaner can do so without putting herself or your property at risk. Heavier items, and furniture with electronics or breakables will either need to be moved ahead of time by the home owner or we can clean around them.

Q: How do you choose your cleaners?

A: We choose our cleaners according to their personal qualities. We look for enthusiasm, motivation, and social skills. Nobody wants a grumpy, lazy and unfriendly cleaner in their home! Once we have them we make sure we look after them and that they enjoy working for us. As a result we don’t have a high turnover of cleaners. We know that if we take care of our cleaners they will take care of us.

Q: How do you screen your cleaners?

A: We have a thorough 5 stage interview process which includes screening and reference checking. This includes a long telephone interview, identity checking, and checking of two professional references.

Q: How many cleaners will clean my home?

A: Over 90% of our clients have only one designated cleaner who comes weekly. Some of our clients would like a faster clean and we can arrange for two cleaners. Let us know what you are looking for and we will make sure you get it!

Q: What products will they need?

A: A typical list would include… paper towels, liquid all purpose cleaner, small white terry cloths, furniture polish, bleach, window cleaner, mop & bucket, vacuum cleaner, broom, bin bags, brush, some sponge cloths, and Brillo pads. Of course in your own home you may want specific products for specific items. You can discuss this with your cleaner when she starts.

Q: Where do you find your cleaners?

A: We get most of our cleaners through referrals from our current and previous cleaners. This means that we are able to pick from a very high quality group of people. We also advertise and have a detailed recruitment policy. Visit the "Our Cleaners" page for more information.

About Our Services

Q: Are cleaners trained and supervised?

A: Yes. We provide instruction and coaching for our cleaners. We also conduct regular and surprise monitoring of our cleaners to ensure that they are maintaining our high standards.

Q: Do I have to do anything before the clean?

A: No. Once we have agreed our terms of service we come into your home as agreed and carry out the job to your satisfaction. Some people like to tidy their home to allow the cleaners to carry out their job faster, however this is not always possible for clients (for instance if they have young children). Our cleaners will tidy as they go, leaving you to come home to your professionally cleaned home.

Q: Do you have referrals/testimonials?

A: Yes. We are proud of the feedback we receive off our clients. We are determined to become the most popular choice for house cleaners in the Cheshire and North Wales area. You can read real client comments on our home page.

Q: How can I give feedback on my service?

A: We always give a courtesy call at the start of a regular clean to check that we are up to scratch and so we can make sure that everything is running smoothly. If you have any need to contact us in addition to this then please call us! This is one of the great advantages of going with My Clean Home. We are accessible and easy to do business with. We welcome feedback to help us make sure that our service to you is personalised and high quality. We want to keep you as a regular client and we want YOU to advertise US as the best in your area.

Q: How will you access my home?

A: We agree this with you. Some clients like to be in when their cleaner comes and others like to be out. Often people like to be present at the start of cleans, and once they are used to our top class service they are as happy to leave us to get on with it.

Q: I work six days a week, can you clean my home without me being in?

A: Yes, if you wish. In fact this is typical for over half of our clients. We just need to manage the situation so that we have keys, alarm codes, and instructions for when we go in.

Q: I'm going on holiday; can you clean whilst I am away?

A: Yes, and you’ll come back to a sparkling clean home. We just need to ensure that we have keys, alarm codes, and instructions for when we go in.

Q: What areas do you service?

A: We serve the Chester, Ellesmere Port and the Wrexham area. Call us now to see what we can offer you.

Q: What if I have run out of products?

A: When your cleaner leaves they will leave you a note, or tell you if there’s anything that is running short and may need replacing.

Q: What if I'm not happy with the service?

A: We have a 100% satisfaction guarantee. If you are not satisfied we will come back. We want you as a regular customer and we want you to advertise us as the best in your area. Our customers are the most important people in our business. Our customers don’t rely on us, we rely on them.

Q: What if my cleaning falls on a holiday?

A: Usually our cleaners like to work on bank holidays. If you do not require our service please give us the usual 3 days notice in order to re-arrange their schedule.

Q: When can you start?

A: As soon as you like! How does 5 days from letting us know that you want to join our client list sound?

Q: Will I have the same cleaner every time?

A: Yes. You are assigned your own cleaner and this will not change without our prior agreement with you. We do however provide cover for when your cleaner is away on holiday or off work due to ill health.

Q: Will my cleaner do ironing?

A: Yes! This can be included in the regular hours your cleaner does.

Q: Will my cleaner do other jobs around the house?

A: So long as our cleaners are not putting their health or their safety at risk, they will be happy to do other tasks in your home for you. This may well mean going to the shops with some of our customers who would like a hand carrying shopping, it may mean putting a load of washing on, and it may mean making your beds for you. So long as it’s reasonable, our cleaners are happy to do it.