FAQ's

Please make contact to discuss a booking.

Online booking isn't available as Heavenly Housekeeping personalises services to each and every client. To ensure a service is carried out to your exact needs, we'll need to have a chat first.

You can make contact via call, WhatsApp, Messenger, sms, email or the website 'Contact' page. Whichever is easiest for you!

General Cleaning - this is the type of cleaning carried out at regular domestic cleaning/housekeeping slots. It entails the type of cleaning tasks that you or your family would usually do at home on a weekly basis. So, for example; cleaning surfaces, wiping down kitchen appliances, spot-cleaning kitchen cabinets, straightening and plumping sofa cushions, vacuuming carpets, mopping hard floors, cleaning bathrooms and WC's, bed changing/making, putting laundry in the washing machine and hanging.

General domestic cleaning does not entail deep cleaning, pulling out heavy items of furniture, washing a large build-up of pots & dishes left in sinks, oven cleaning or the home tasks that should be done daily or at the time the mess is made.


Deep cleaning - this is the tougher, deeper, more intensive cleaning that is more physically demanding, time consuming and requires a larger amount of products, materials, tools and equipment. It is very focussed with specific cleaning goals in mind and are usually carried out at a property on an irregular 'as-&-when' basis.  

Deep cleaning services include:
End of tenancy / start of tenancy / move out / move in cleans
A thorough detailed clean of a whole EMPTY property after the former residents have vacated the property and before any new residents move in. Often carried out before a property is relisted on the property market to ensure it looks it's best for photographs and viewings.
Builders / construction / decorators / renovation cleans
A thorough detailed clean to remove the build-up of dust and other related debris that has accumulated during the process of works being carried out at a property.
Deep / spring cleans
A thorough detailed clean when a property has become dirtier than the client is comfortable with, for any number of reasons, and would like a one-off detailed clean to refresh and reinvigorate their space. This could be for the whole property, or just specific area's of the property.


BIOHAZARDOUS WASTE / DECONTAMINATION CLEANS
PLEASE NOTE: 
Services do not include cleaning biohazardous waste - eg. pet or human urine, faeces, blood, vomit or any other bodily fluids. Biohazard cleaning is a very specialised area of the cleaning industry and I am not professionally licenced or insured to handle/dispose of these types of waste.

My waste carriers licence only permits me to handle general household waste which can only be dealt with on-site (eg, an indoor bin emptied into an outdoor wheelie bin).

Please get in touch if you'd like to be added to the waiting list.

ONE-OFF CLEANING SERVICES STILL AVAILABLE

I am happy to also do the following during your booking, providing enough time has been booked to accommodate it:

• Bed making
• Bed changing
• Putting dirty laundry on to wash
• Hanging wet washed laundry to dry
• Folding dried washed laundry
• Ironing (pls see the next FAQ regarding ironing terms)
• Emptying indoor bins into outdoor wheelie bins
• Disinfecting the smaller internal household bins (Does NOT include the external wheelie bins)
• Putting wheelie bins out if your slot falls on the day before a council waste collection
• Bringing wheelie bins in if your slot falls on the day of a waste collection
• Watering plants
• Throwing out dead bouquets of flowers and washing out vases
• Popping fresh bouquets of flowers into vases
• Letting pets out into the garden
• Topping up pet water bowls and giving any snacks/treats
• Sweeping porches

You can choose to have all of these housekeeping tasks done on every clean, or just some/none of them. Or just as & when needed. Cleans are tailored to your requirements.

If something is not usually done on a regular clean, and is time consuming (such as multiple bed changes, for example), we need to discuss either missing another room/task that matches the time spent, or adding extra time to your usual slot.

All extra time must be discussed and requested in advance to ensure the diary is free enough to accommodate it.

A small amount of ironing can be done on site during a regular domestic housekeeping slot, providing the time you have booked accommodates it and a fully functioning clean iron*, ironing board* and enough hangers are made available.

As a general rule, your clean will be carried out first, and if enough time is left, some ironing will be tackled until the time of your slot runs out. It is advisable to organise your garments and linens in order of priority.

However, if the ironing is your top priority, please let me know in advance and I will complete the ironing first and then do as much cleaning as possible until your slot time runs out.

However, please be aware that once your slot time expires, I must leave as there are other booked cleans that need to be attended to.

I'm afraid I don't take laundry off site to be ironed.

* I cannot be held responsible for irons that are not regularly descaled and are ejecting brown scaled water, or for soiled unwashed ironing board covers. The maintenance and cleanliness of ironing equipment is the responsibility of the client.

Rates for other cleaning and/or housekeeping services are not set and vary depending on the:

• type of clean
• size of the property
• condition of the property
• fixtures, fittings & furniture in the property 
• the level of work required to achieve the best results
• the products, materials, tools and equipment that we'll need to use 
• estimated length of time to complete the job

To provide you with the fairest rate, I will arrange with you to make a quick informal visit to the property to assess & survey the work required, and then provide you with a free tailored no-obligation quote via email.

Yes, Heavenly Housekeeping is a legitimate business registered with HMRC.

Yes, absolutely. I have liability insurance specific to the cleaning industry which covers up the value of £1m.

While I solely own and run Heavenly Housekeeping, some jobs may be too big, time-consuming and physically demanding for me to carry out on my own. So I often hire other self-employed experienced, insured and trusted cleaners on a subcontracting basis to assist me.

This is a common practice implemented by tradespeople to ensure jobs are fulfilled in a timely and efficient manner by multiple professionals who have the right skills and expertise in their industry. 

However, in such cases, I always remain your lead and point of contact, subcontractors will be my responsibility and will act under my supervision.

Yes! I appreciate it requires a lot of trust to allow tradespeople into your property, so I have been DBS checked and cleared for your peace of mind. 

I may consider it, but it depends entirely on availability and the distance.

It will also be subject to additional travel surcharges to cover extra travel time and fuel usage. The travel surcharge will be dependent on the distance to be travelled, with the distance both to and from the site location taken into account.

This consideration applies only to one-off cleans. Unfortunately i do not provide any regular weekly cleans outside of my local coverage area

For general regular domestic cleaning - Sorry, no. These cleans are carried out Monday - Friday only.

For big cleans such as end of tenancy cleans, builders cleans etc - It may be possible to consider a weekend or a bank holiday clean if it's an emergency and absolutely imperative the job is completed for a specific handover date, but it will be charged at a higher rate than usual and depends entirely on availability.

For holiday lets - yes, if a guest is checking out at the weekend and you have another guest checking in on the same day, a changeover service will be performed at the weekend.

For our one-off services, yes, a deposit will be required to secure your booking. The deposit amount will be stated on your quote.

I'm afraid I cannot agree to schedule a date for your clean or fulfill any bookings without a deposit.


(This applies to one-off cleaning services only. Weekly general domestic cleans do not require a deposit).

If you have booked a service that required a deposit to secure your date, but you decide to cancel your service before any work commences, the following is refundable from your deposit:


This covers loss of earnings based on the ability to re-fill your cancelled slot with new business. The longer the notice period given, the higher the chance we have of re-filling the slot.

I'm happy to discuss an alternative date so the service can still go ahead, but it cannot clash with any other scheduled bookings.

I accept cash or bank transfer payments.

I don't currently take debit/credit card payments as these incur further business banking charges that would have to be added on to rates. So to keep rates as low as possible, only take these forms of payment are accepted.

Receipts will always be provided and will be sent in digital form, either to your email address or mobile phone.

Cash payments are due on the day of the clean. Bank transfer payments are due within 48hrs of your invoice being issued.

No, you don't.

It's actually better for the property to be free of people during the period committed to your cleaning service in order to comply best with statutory health & safety regulations, public liability insurance and to implement public health considerations. It helps to prevent accidents, disruptions, obstructions and/or delays to the work. It's important to be allowed to work freely throughout the property to perform to the best standard as safely and efficiently as possible.

However, I understand some people will need to be at home. In circumstances where you must be at home, it is politely requested that you stay in one room during the clean or refrain from using the rooms being cleaned. Arrangements can be made to swap rooms when it's necessary.

Yes, if there can't be anyone available at the property to give access at the arranged start time of the clean, a key should be provided.

Please be assured all keys are held securely, and I also have key-holding cover included in my liability insurance.

Unfortunately I do not include biohazard or decontamination cleaning in my services. Biohazard and decontamination cleaning is a very specialised area of the cleaning industry. I am not professionally licenced or insured to handle/dispose of these types of waste or the chemicals used in the clean-up process. Legally, I cannot undertake these kinds of cleans.

Unfortunately, no. Due to the nature of the cleaning industry we work in, our waste carriers licence only permits us to handle general household waste on-site.

For example, we can empty indoor bins into outdoor wheelie bins, and we can take wheelie bins to the kerb of the property perimeter on council waste collection days and brought back in. Or we can clear up and bag dust & debris from a builders clean and put it in a designated skip.

But we cannot take waste away from the immediate site of the property or transport any in our vehicles.

Heavenly Housekeeping does not personally undertake washing and ironing of dirty laundry for Holiday Let changeover services.

But, as part of your service, we are very happy to include taking laundry to a local laundrette for professional service washing and ironing.  It will then be picked up again when ready and delivered back to the property at the next changeover.

Please note that laundrettes usually require a 48hr turnaround time for washing and ironing services.

Yes, but each set of T&Cs are specific to the job in question, as each job is individual.

T&Cs are sent to clients with their quotes, before any service commences, so you know exactly what to expect before making any commitment to book.

Should you choose to book, you choose to accept the terms and conditions, so it is strongly advised you read and understand them in full. While I endeavour to make T&C's clear, if there is anything you are unclear about, please get in touch for clarification before making a booking.

Unfortunately, a small number of people didn't believe the T&C's applied to them. However, professional cleaners have packed diaries, tight schedules and many customers to accommodate. Heavenly Housekeeping is a legitimate business operating legally within the cleaning trade, so T&C's apply to everyone who books a service and your understanding on this matter is appreciated. Thank you.