If you have any more questions but you don’t see the answer below, please contact the Mmmarvellous team. We will answer your question and can add the question to this page.

Regular Cleaning

What happens if I miss a monthly payment?

This payment will need to be paid immediately to prevent your housekeeper being suspend until payment has been received. You can make this payment by calling the office with your card details, a charge for processing the collection of these monies will be made, which is % of the value of the transaction.

Are there any additional charges in paying by Direct Debit?

No this cost is absorbed by the company. However a charge maybe made should direct debits be returned unpaid continuously.

How do I get a management fee refund if there is a break in service, which qualifies for a refund?

The next collection of the management fees will be reduced to reflect the refund amount. For example, say there is a one week break in service in January and your next instalment is in February, the February instalment will be reduced by that one week.

Direct debits, how do they work?

The client completes a mandate authorising Mmm to collect their management fees directly from their bank and chose which collection date they prefer. The collection dates are either the 2nd or 16th of each month. The initial management fee will be collected after the service has started, on the clients preferred date and for the following month. The monthly management fee thereafter will be paid monthly in advance. After the initial payment has been collected the payment will be amended to reflect the monthly payment.

Are there minimum hours for ad-hoc service?

Yes, we require a minimum of 3 hours per visit for ad-hoc cleaning.

Yes, we require a minimum of 3 hours per visit for ad-hoc cleaning

Do you have a cancellation policy?

Yes, we require at least 48 hours if you need to move the cleaning day, 24 hours of you would like to cancel the service.

Yes, we require at least 48 hours if you need to move the cleaning day, 24 hours of you would like to cancel the service.

How much is the hourly rate for a one off service?

We charge £15.50 per hour for ad-hoc cleaning, if cleaning materials required the fee is £18 per hour

How do I pay for the service?

The payment is split between the management fee and the cleaners. The management fee can be paid in cash/cheque or bank transfer prior the cleaning takes place. Cleaners get paid cash or by bank transfer upon completion of the work.

When can ad-hoc cleaning be booked?

We normally require 5-7 working days to arrange the cleaning, however, it may take less time, providing we have someone available.

When is ad-hoc service useful?

Ad-hoc/one-off service can be used whenever convenient for you. First of all, it saves your time.  It may be useful for customers who travel frequently or someone whose work arrangements or other personal circumstances vary a lot therefore not convenient to have regular service. It is also useful when planning a budget. For anyone who is planning a party, expecting guests or just simply want a thorough/deep clean in the house but do not have time or simply do not want to do cleaning themselves, an ad-hoc cleaning may be very handy. it may be a great help for those who run short lets and need cleaning just on a temporary basis or whenever requested. No matter the occasion we can help.

What is Ad-hoc cleaning services?

Cleaning service for the following:

  • Your private housekeeper goes away and you need to find cover
  • You live in a block of flats and require communal cleaning of the entrance ways
  • You have a short term let and require cleaning at different intervals
  • You have an office space or nursery that needs cleaning
  • Your noticing that your home just needs a deeper clean rather than the surface clean you’ve been doing.

What happens if there is damage to my property whilst they are working there?

CCS cleaning have their own insurance cover & public liability to cover any damage that may occur.  With their experience and using the most up to date equipment we are confident that you are in good hands.

What is the cost of these services?

Every room that requires carpet cleaning is measured and calculated on the actual amount of area to be cleaned a price will be given.  There is no average room price for carpet cleaning.  For upholstery cleaning and mattress cleaning prices are based on the sizes.  You can use our calculator to obtain a price for these services, please click here.

Who carries out the service for Mmm?

In November 2018 Nathan and Gabriel from CCS became our affiliated partners to conduct this service for Mmm.  They are known to be providing an excellent service to all of their customers.

What happens if there is damage to my property whilst they are working there?

BLC cleaning have their own insurance cover & public liability to cover any damage that may occur.  With their experience and using the most up to date equipment we are confident that you are in good hands.

What is the cost of these services?

Paul & Ben who operate under the name of BLC cleaning, prefer to see your property first to assess the current condition of windows and discuss your requirements.  They will provide you with a price for either one off cleaning or regular cleaning.

Who carries out the service for Mmm?

In December 2018 Paul and Ben who own BLC cleaning became our recommended partners for these services.  They have been in the business for many years and earned a solid reputation of someone who cares, respects and delivers.

What time is the office open?

Our office is open from 9am – 5pm Monday through Friday.

How can I tell a good cleaning company from a bad one?

At first, it is difficult to tell a good one from a bad one so here are some things to consider:

  • Recommendations are usually the strongest indicator of a good company.
  • Recommendations are usually the strongest indicator of a good company.
  • Communication between you and the company is very important.
  • A good rate of pay for the cleaner is reviewed annually.
  • A good relationship with your cleaner, timekeeping, efficiency & a thorough cleaning job
  • A company that you have a positive professional ongoing relationship with so any issues can be easily discussed.

Which level of service should I expect?

  • A high standard of overall cleaning and customer service
  • You, your family and home are treated with care and respect by those who represent Mmm
  • Cleaning tasks agreed and carried out to an satisfactory standard
  • Regular communication from your housekeeper and the office team ensuring things are going well
  • A quality service at an affordable competitive price, where housekeepers pay is reviewed annually.
  • Management fees charge will remain at the same hourly rate, no unless VAT or other taxes increase and can not be absorbed by the company.

What should you look for in a cleaning company?

When choosing a cleaning company you should choose one who:

  • Recruits staff using a vetting process & meets them in person.
  • The management fees and the cleaning fees should be fair, transparent and stated in agreement provided to you.
  • Has been in business for some time and has a good reputation which can be confirmed by reviews.
  • Has insurance cover.

How does Mmm differ to other cleaning companies?

  • All housekeepers are met in the real world and not vetted online and over the phone.  They attend our Induction Course at the office and we then visit them at their own home.
  • Regular spot checks are conducted on all homes whilst the housekeeper is working. This enables us to monitor their cleaning, provide training if required, keep in touch with our customer on a regular basis.
  • Mmmarvellous runs a bonus scheme for all housekeepers rewarding them for their hard work.
  • You meet the office team member at the initial appointment to assess your home, hear your requirements and take notes about the property specification. You will deal with people who care about your home.

What if my housekeeper breaks something that is under the excess?

You can request the housekeeper contribute to replacing the item. Mmm will not pay out for minor damages below the value of £100.

What happens if the window or carpet operators cause damage whilst working in my home?

Both companies have their own insurance to cover any damage that occurs whilst working at your home.  Any claims will be dealt with by them personally.

What if something gets broken when my home is being cleaned by my housekeeper?

Your housekeeper will report any damage she causes to you and to Mmm.  Each claim is treated individually however we have an excess on our policy of £100 for minor damage and £250 for serious damage.  If a claim is of a serious nature and is processed through our insurance company Mmm will pay the £250 excess.

Is my housekeeper receiving the London Living Wage?

Not all our areas match the current LLW rate, however we are striving towards achieving it.  Our suggested rate for the housekeeper is a minimum rate and you can discuss any increase you’d like to make directly with them.

What is the cost of carpet, mattress and upholstery cleaning?

Our operators will only charge you for the amount of actual cleaning they do, it’s not based on a price per room which can cost you more than it actually should.  You can obtain an estimate for this work by clicking here.

What is the cost of window cleaning?

Quotation for windows, gutters and conservatories is carried out free of charge by the operators.  Price depends on the current state of the windows plus how often you will be wanting your windows cleaned.  You can request a free no obligation quote by completing the request form, click here.

What is the cost of having a regular cleaner?

The price is based on an hourly rate depending on your postcode, please click here to use our calculator to see the actual price.

Can my housekeper clean natural stone/ hardwoood or any other fragile/specialised surfaces?

If you have a specific cleaning product for a particular surface, it’s advisable to inform the housekeeper and demonstrate how it should be cleaned correctly.

What happens to my spare key when my housekeeper goes on holiday?

If you have not requested any cleaning to be done then we ask the housekeeper to return all keys in their possession to the office for safe keeping whilst they are away.

What if I am not happy about the level of cleaning received?

Please contact the office within 24 hrs of inspecting your property after the clean has been completed and we will find the best solution for you.

Will my housekeeper be ok with my pets?

During our interiew process we discuss allergies and pet phobias to ensure which animals they would be ok working around.   We will not allocate someone who is scared/allergic to dogs/cats other pets if you have them.

Will my assigned housekeeper clean whislt I’m out?

Yes sure, if you would like that.  We are confident in our recruitment process that we can trust our housekeepers to be responsible with keys to their clients homes.

Can my housekeeper provide an end of tenancy clean?

Unfortunately no,  if you are renting through a mangement/ lettings company they prefer you to have their team of specialised people to come in for the final clean.

Will be housekeeper clean on bank holidays, if that is her usual cleaning day?

Please discuss this with your assigned housekeeper. They will normally move the clean to another day that week.  If they don’t have the availability then you can contact Mmmarvellous make alternative arrangements.

How long do your housekeepers remain with you?

Some housekeepers join for a short period of time, others for a year or so and some have been with us since we started.  So it all depends on their own lives as to how long they stay with us.  Our guarantee is that we will always give you a continuous service.

Will I meet the housekeeper you assign to me?

Yes, we prefer that you meet them before they start cleaning for you so you are confident in handing over your keys if needed.  It’s a good opportunity to meet a person who will be cleaning for you so you can show them around your home .This gives them a good understanding of all your requirements.

Is my housekeeper covered by insurance?

We have insurance that covers major damage to your home, for more information please see the insurance section.

What kinds of people clean homes?

Cleaners come from all walks of life, there isn’t a stereotypical image to present.

  • Some cleaners work because they are good at cleaning
  • Some enjoy the flexibility of working hours
  • Others have children and working close to home/school, makes it ideal for their situation.

How does Mmm vet them?

We follow a very strict recuirtment process. We will never just take details on line or by phone and assign to a client.  We meet everyone who works for us. Firstly, all potential candidates attend our in house workshop, then have a second interview at their home with tests. As long as their references are good and they pass our examination then they will be added to our database or recommended cleaners.

How does Mmm obtain their housekeepers?

The majority of our housekeepers are recommended by their friends who work with us.  Others obtain our information through advertising on well establised recruitment platforms or using a dedicated website to attract people to join our team of self employed housekeepers.

How do I pay for the service?

Your service is calculated on an hourly basis, which is divided between the housekeeper and company. Your housekeeper will be paid at the end of every cleaning session either by bank transfer or cash. The management fee will be paid Direct Debit, you can select which payment date this can be collected, either the 2nd or 16th.

How can I get a cleaning quote?

Simply visit the quote page or request a callback – we will be happy to talk through what you would like done, how much cleaning time this will likely to take and the cost involved.

What if I do not want cleaning done while I am away on holiday?

Inform your housekeeper of when you are away, they may suggest that some areas of the home have not been deep cleaned for a long time such as kitchen cupbaords, top of furniture etc which could be done whilst you are away.  If you prefer a housekeeper not to clean for you then let her know, she will contact the office for any cover work she may want not to loose the income.   It is ideal to provide them with a week’s or more notice, but no less than two working days notice.

What happens if my scheduled cleaning service falls on a statutory holiday?

You should discuss this with your assigned housekeeper, they will normally move the clean to another day that week.  If they don’t have the availability then you can contact Mmmarvellous to make alternative arrangements.

Will I have the same cleaner every week?

Yes, you will have the same person assigned to your cleaning, however when they are on holiday or sick we can arrange alternative cleaning cover.

Does someone have to visit my home before I can book a cleaning session?

Yes, a member of the office team will meet you before we assign a cleaner. This is not a sales visit, you will get prices and all the information you need to decide about allowing Mmmarvellous to work for you. We aim to have the highest levels of customer satisfaction so by meeting you we can assess your expectations and explain our procedures so you feel confident in allowing a ‘stranger’ into your home.

Why should I have a regular clean?

Cleans that take place at irregular intervals or a spring/deep cleans involve much more work and as such are priced at a higher cost than a regular clean.

  • Provides you with a cleaner and healthier environment regularly.
  • Saves you time
  • Improves your home apperance and prolongs the life of your furniture/finishings
  • Regular cleans keep on top of your home on a rotational basis, keeping your home, windows, carpets, beds, furniture and furnishings clean throughout the year.

Does Mmm provide cleaning supplies?

Cleaning supplies aren’t included, each client is to provide their housekeeper with the materials they wish them to use for cleaning. This ensures your cleaner uses the products you prefer.   In addition, the majority of our housekeepers use public transport so it would be really tricky for them to carrry around cleaning materials and equipment.

Do I have to be home for my cleaning?

It’s completely up to you. The majority of our customers like to have their homes cleaned when they are out at work or busy otherwise and provide their housekeeper with a key. However, the pre-start meeting with the housekeeper, will be organised before the cleaning to ensure that you feel comfortable with our specially vetted and insured housekeeper selected for your home.

How many hours will I need? How is the charge calculated?

Our company representatives will discuss your requirements with you whilst at your home, from that and their personal experience, they will be able to provide guidance as to how long the clean should take.

What’s the hourly rate for domestic cleaning?

The hourly rate depends on your postcode, the range is between £ 12 – £16. The rate is then divided into two payments, one direct to the housekeeper after each visit and then a monthly management fee payable to the company.

What are the minimum hours for the home cleaning service?

Our minimum hours are 2.5  weeekly or 4 fortnightly, and half hourly increments thereafter. However depending on the size of your home we can be flexible if needed.