Head Office: 6 Hampton Rd E, Twickenham

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Frequently Asked questions

  • Regular Cleaning
  • Housekeepers
  • Payments
  • Insurance
  • Why Us?
  • Window/Gutters
  • Carpets/Uphostery
  • Other services
  • What are the minimum hours for the 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.

  • What's the hourly rate?

    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.

  • 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.

  • 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.

  • 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.

  • Why should I have a regular clean?

    Regular cleans are cost effective, provides pieace of mind and always a clean and organised 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.

    • 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 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.

  • 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.

  • 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.

  • 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. “

  • 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.

  • 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 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.)

  • How is regular cleaning value for money?

    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.
  • 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 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.

  • 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.
  • Is my housekeeper covered by insurance?

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

  • 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.

  • 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 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.

  • Will my housekeeper wash up dishes or load and empty the dishwasher or change the bed linen?

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

  • 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 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.

  • 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.

  • 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.

  • 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.

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

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

  • 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.

  • 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 olbigation quote by completing the request form, click here.

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

    Our opertors 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.

  • Why is the management fee for regular cleaning paid by standing order and not direct debit?

    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 adminster 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.

  • 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.

  • Can I tip the housekeeper or anyone else who works for me?

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

  • 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 compnay Mmm will pay the £250 excess.

  • 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 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.

  • 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.
    • 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. THAT NEEDS TO BE TAKEN OUT I GUESS?
    • 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 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.
  • Which level of service should I expect?

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

    • 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.
  • What time is the office open?

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

  • 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 somone who cares, respects and delivers.

  • 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.

  • 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.

  • Who carries out the service for Mmm?

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

  • 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.

  • 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 cleaning products are used while cleaning carpets and upholstery?

    We really care about the enviroment and almost all cleaning products used are eco friendly

  • 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.
  • 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 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

  • When can ad-hoc cleaning be booked

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

  • How do I pay for the service

    The payment is split between the managment fee and the cleaners. The managment 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.

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

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

  • 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.

  • Are there minimum hours for ad-hoc service?

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