Head Office: 6 Hampton Rd E, Twickenham

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Frequently Asked Questions

 

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.

 

That is entirely up to you and the time that’s been alloted them to complete all the required jobs.

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.

Category: Housekeepers

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.

Category: Housekeepers

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.

Category: Housekeepers

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

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.

Category: Housekeepers

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.

There are no bank charges or costs involved in running this type of payment as it’s a set amount automatically coming out of your account.  Should we run a direct debit system it would increase our costs in personnel to administer the transactions and a bank charge of 40p per transaction.  These additional costs would have to be passed back to the client, increasing our fees.

Regular cleans are cost effective.

  • Cleans that take place at monthly or longer intervals or a spring clean involve much more work and as such are priced at a higher cost than a regular clean.
  • Regular cleans keep your house clean and organised too.
  • Certain areas of the home require weekly or twice a week cleaning, such as bathrooms & kitchens.
  • 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.

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.

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.

  • A high standard of overall cleaning and customer service.
  • Where you, your family and your home are treated with care and respect.
  • Where the cleaning tasks are agreed.
  • Communicate regularly and as and when required.
  • A quality service at a reasonable price.

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 a regular service. It is also useful when planing a budget. Anyone who is planing 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 temporary basis or whenever requested. No matter the occasion we can help.

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

The hourly rate depends on your postcode, the range is between £ 12.60  £ 13.60.  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.

  • private cleaner can be selected to create a 1:1 relationship. Whilst a private person may be a competent cleaner, they may not be trained as a professional cleaner, they may not be knowledgeable about professional cleaning systems or understand rotational cleaning.
  • cleaning company can be selected to give you fixed services at fixed intervals. This may be according to their rota and not yours.
  • cleaning agency/company will find, vet and manage your cleaner for you. They will work with you for a flexible solution for you and your home. If your regular cleaner is unavailable, then the agency will allocate a deputy cleaner for you.

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

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.

When choosing a cleaning company you should choose one who:

  • Recruits staff using a vetting process & meets them in person.
  • The agency fees and the cleaning fees should be fair and separated on the paperwork 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.
  • Our other services such as window, carpet, mattress and communal cleaning are carried out by our own employee and not sub-contracted to another firm or private person to conduct the work.
  • You met the office team and deal with people who care about your home.

A high standard of overall cleaning and customer service.

  • Where you, your family and your home and family is treated with care and respect.
  • Where the cleaning tasks are agreed.
  • Communicate regularly and as and when required.
  • A quality service at a reasonable price.

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 cleaners work because they enjoy the flexibility of part-time work.

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.
Category: Housekeepers

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.

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.

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.

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

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.

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.

We treat your home with the utmost care. But if something is damaged or broken the housekeeper  will leave a note or call then, then they will contact the office team. Our cleaners are insured, however we have an excess on the policy of £100.00, so clients are responsible for the first £100.

We will make every effort to have the item replaced if it cannot be repaired and any claims over the amount of £250 will be processed by our Insurers.

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.

Category: Insurance

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

Category: Insurance

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 which she could do whilst you are away.  If you prefer her not to clean for you then let her know, she will then contact the office for any cover work she may want.  

It is ideal to provide them with seven working days notice, but no less than two working days notice. 

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.

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.

Category: Housekeepers

A good standard with one provider is better as it is more cost effective and we apply incremental discounts, so a long term client always benefits more than someone who just uses us once.

  • A regular services operator gets to know you and your home well and look for seasonal adjustments in their cleaning.
  • A regular cleaning schedule can be created to match your exact requirements.
  • Saves you time in researching which company to use for other home services.
  • Mmmarvellous will remind you when your next clean is due.

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.

Category: Housekeepers

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.

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.

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.

Category: Insurance

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 make alternative arrangements.

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.

We really care about the environment and almost all cleaning products used are Eco friendly

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.

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.

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

Category: Housekeepers

At first, is difficult to tell a good company from a bad one.

  • Recommendations are usually the strongest indicator of a good company.
  • Communication between you and the company is a good first indicator.
  • A good rate of pay for the cleaner and the agency which is separated on the cleaning agreement. The cleaner should be paid directly after each visit. The agency fees paid directly to the agency.
  • Good timekeeping, efficiency and a thorough cleaning job are good second indicators.
  • An ongoing positive and professional relationship with your cleaner.

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

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.

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.

Category: Housekeepers

Our company representative will discuss your requirements with you whilst at your home and from that and their personal experience will be able to provide guidance as to how long the clean should take.  The cost is calculated on how many hours of work is agreed, our minimum hours are 3hrs weekly or 4 hours fortnightly, and half hourly increments after that.  Sometimes we make exceptions for the minimum amount of hours, however a site visit is required before agreeing.

Some people equate value for money with the cheapest quotation they find. A true measure is:

  • The time and energy you have saved.
  • The ability and freedom to do more enjoyable things.
  • When the standard of service is high and has exceeded your expectations.
  • When the price is comparable with three other similar companies.
  • When the entire experience is good and the after care good.

Some people equate value for money with the cheapest quotation they find. A true measure is:-

  • The time and energy you have saved.
  • The ability and freedom to do more enjoyable things.
  • When the standard of service is high and has exceeded your expectations.
  • When the price is comparable with three other similar companies.
  • When the entire experience is good and the after care good.

Pricing is based on an hourly rate between £x to £x per hour. You can see the tiers by clicking here.

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.

Category: 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.

Category: Housekeepers
  • 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.

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.

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 managment fee will be paid by Standing Order on a monthly basis in advance once you are happy with the service. (Standing order is not the same as Direct Debit.  Standing orders are a set amount that leave your bank account at regular intervals and are controlled by the bank account holder and not the company.)

Your service is calculated on an hourly basis, which is then divided between the housekeeper and company.   Your housekeeper will be paid at the end of every cleaning session either by cheque or cash.  The agency fee will be paid on a monthly basis in advance once you are happy with the service by Standing Order.  (Standing order is not the same as Direct Debit.  Standing orders are a set amount that leave your bank account at set intervals and are controlled by the bank account holder and not the company.)

  • At first, is difficult to tell a good company from a bad one, however
  • 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 and the company which is stated on the cleaning agreement. The cleaner should be paid directly after each visit. The managment fees paid directly to the company.
  • Good timekeeping, efficiency and a thorough cleaning job are good second indicators.
  • An ongoing positive and professional relationship with your cleaner.

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

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.

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.

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.

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.

Cleaning supplies aren’t included, each client is to provide their housekeeper with the materials they wish them to use to clean. This ensures your cleaner uses the products you prefer as some clients have severe allergies or small preferences.

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.

It’s completely up to you. The majority of our customers like to have their homes cleaned when they are out at work and provide their housekeeper with a key. You will meet the person working for you, before they even start cleaning, to ensure that you feel comfortable with our specially vetted insured housekeeper selected for your home.  

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.

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.

Category: Housekeepers

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.

Category: Housekeepers

Yes you can do that directly with that person when they are there.

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

No, you’re only charged based on the amount of time your cleaner was actually at your home working. If they finish early, you aren’t charged the full amount quoted.

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