Frequently Asked Questions About Our Cleaning Services

This all depends on what has happened. We will require two quotes for the works or item and if the matter is processed through the insurance company then it will be according to their workload.

During our Induction Course we show samples of how things have been damaged and how to prevent them again. If you do have specific surfaces or items that are precious consider do I really want them to clean it. Of course with special surfaces showing them the product to use and how to apply it will hopefully prevent any issues arising.

Before insisting on the housekeeper paying for the item we would recommend asking yourself ‘if I had caused this damage would I really be bothered about it?” and then consider your ongoing working relationship with them. You can request directly with your housekeeper to contribute towards the costs, Mmm will not mediate those discussions.

The housekeeper is responsible to inform you and Mmm about the incident immediately. Mmm will then send you an insurance claim form for completion and return to start the process of making a claim.

The next collection of your direct debit will reflect the amount of the refund.

Please inform us before the date of collection so we can stop the payment and reduce the costs involved which are passed onto you. If payment is not made then Mmm can cancel the housekeeper from attending your property until the invoice is paid in full.

The operators will invoice you on the day of the clean and you will need to pay them within 7 days either by cash or bank transfer.

This will be discussed with you when the company representative visit the site. Generally we will invoice you the full amount and pay the housekeeper thereafter.

As your housekeeper is self employed your hourly rate is dviided between them and the company. The housekeeper is paid on the day of the clean either by cash or bank transfer. The management fee is then paid monthly by direct debit and collected on either the 1st or 16th of the month.

Yes if they have the availability in their schedule. If you are finding that you require extra time on a regular basis then you will need to inform the office of the contractual hourly change so the insurance continues at the correct level. If a claim is being made and it is found that there has been an excess of hours worked without the contract changing then the insurance will be null and voided.

Yes you can, the companies advertised rate is a minimum rate, some clients round up the payment to the housekeeper weekly while others give a tip/present every so often during the year. It is entirely up to you and your housekeeper.

All registered housekeepers have to attend our in house Induction Course which covers what is expected of them, cleaning hints and tips and how to get settled into working with new clients. Then at regualr intervals a company representative will assess the quality of their work and give feedback and training when required. Of course, if you notice that your housekeeper is not meeting your standards of cleaning then contact the office immediately to discuss a course of action.

We require 30 days notice to cancel a contract. During that period your housekeeper will continue to work for you. Contact the office to discuss what we can do for you, if you don’t want them during the notice period.

Yes we have insurance that covers major damage to your home, please see the insurance section.

Yes, we prefer that you meet them before they start cleaning so you are confident in handing over the keys to your home and have shown them around the home. This gives them a good understanding of all your requirements.

Yes the majority of our clients are not home whilst the housekeeper cleans, so you may need to let them in or provide them with a key depending on how comfortable you feel.

Please contact the office within 24hours to discuss a course of action and we will find the best solution for you.

We ask any housekeeper going on holiday to return the keys to the office for our safe keeping or leave it with you.

All our cleaners are registered as self-employed, giving them the flexibility to work with other agencies or for themselves.  For your own peace of mind, we recommend to review your working arrangement with HMRC.

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

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.

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

The cost is based on an hourly rate, which is divided between the housekeeper and Mmmarvellous. The management fee is payable before the clean takes place to secure the cleaning and insurance cover. At the end of the clean the housekeeper should be paid directly into her bank account or by cash.

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

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.

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.

The office is open Monday – Friday from 9am – 5pm

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.

• 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.

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.

• 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.

Your housekeeper will report any damage she causes to you and to Mmm. Just like any insurance policy there is an excess before a claim can be made and our excess is £500.00. The first £150 of any claim will be the responsibility of the client. So for example if the housekeeper breaks an item worth £100 Mmm will not pay out. However if the claim is for something major and the bill comes to £2000, the client will be responsible for the first £150 and then Mmm for the next £350 in order for it to be processed through our insurers.

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.

Yes they can, however at your initial visit with the company representative please inform them of any special surfaces and how they should be cleaned. We shall then make a special note of this and inform any housekeeper assigned to your home of it.

We request details of any pets so that we can assign you a housekeeper who is not allergic or afraid of that animal.

No. We have found that letting companies prefer to use their own specialised cleaning teams for these cleans.

Some maybe with us for a short period of time, other a year or so or even longer. It really depends on their own circumstances. Our guarantee is that we will always give you a continual service.

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.

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

The overall hourly rate is divided between Mmm management fee and the housekeeper. Management fees are paid monthly by direct debit upfront. Your housekeeper should be paid on the day of the cleaning either by cash or bank transfer.

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.

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 cupboards, 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.

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

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.

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.

• 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.
• Having a weekly or fortnightly clean saves you worrying about maintaining your home providing you with a cleaner and healthier environment. Saves you time, as you don’t have to clean. Improves your home appearance and prolongs the life of your furniture/finishings.
• Regular cleans allow for the rotation of extra jobs to be done without you having to worry about them.

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 carry around cleaning materials and equipment.

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.

3 hours for a weekly clean or 4 hours fortnightly. Of course we can have exceptions to the rules depending on the size of your home.