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 'as-&-when required' 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 
• Bringing wheelie bins in
• 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 every week, alongside cleaning. Or you can choose to have just some of them, none of them or just as-&-when needed. Services are tailored to your requirements.

For any 'as-&-when' tasks, we would need to discuss either missing out other regular tasks to accommodate them, or adding on extra time to your usual slot. The choice is entirely yours.

But please note, any 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 needed 
• 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.

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

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 and subcontractors will be my responsibility.

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, and exclude Bank Holidays.

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 large-scale services only. Regular general 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 I have of re-filling the cancelled 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.

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Please note: Handing back a percentage of the deposit based on the cancellation notice period is purely a gesture of good will. I am not legally obligated to do this, and most companies never hand any deposit amounts back for cancelled services. I like to be as fair as I possibly can, but cancellations leaves businesses out of pocket. Please be mindful of this when booking your service - Thank you

I accept cash or bank transfer payments.

I don't currently take debit/credit card payments. These incur further business banking charges that would have to be added on to rates, so I only take these forms of payment.

Receipts are 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 to reduce both health & safety and public liability risks, 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 the property. In circumstances where you must be at property, it's 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 that 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 area of the cleaning industry I work in, my waste carriers licence only permits me (or any subcontractors I may hire to work alongside me) to handle general waste on-site ONLY.

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

But I cannot take waste away from the immediate site of the property or transport any in my vehicle. I cannot take waste to recycling points or centres. I can only transport waste I have personally created in the course of my own work (eg. empty cleaning product bottles, ​used disposable gloves etc).

Yes. I take dirty laundry away on the day of a change-over to be washed and ironed and then return it at the next change-over. 

Washing and ironing for holiday let laundry is a separate cost to the change-over cleans. I can provide a laundry pricelist on request. 

Please note a minimum of a 48hr turnaround time is required for holiday let laundry services. 

Yes, but each set of T&Cs (or Service Agreements) 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 & Service Agreements crystal clear, if there is anything you are unsure of, please get in touch for clarification before making a booking.

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.