FREQUENTLY ASKED QUESTIONS

This section gives you detailed information about our services. Please click on a question to read the answer. If you still have unanswered questions please feel free to contact us.

What do we do?

Home Star cleaning is independent family run business specialising in domestic and commercial cleaning.

How to get started with us?

Our first visit is to learn about you and your requirements. We will discuss special requests, day and time of cleaning, we will also outline our policies and procedures. This normally takes about 30 minutes.

To create a better understanding and less formal relationship, we like to get to know our clients and them to get to know us right from the start. We hope that you will be our client for a long time.

How do we select our cleaners?

The main aim of our business to provide a domestic service for our customers to enable them to enjoy their weekends without having to worry about housework and ironing. Our cleaners are trained to demonstrate a caring and professional attitude toward your house, to learn to effectively manage their working time, to be consistent and to maintain an agreed and desired standard.

A good cleaner understands that cleaning is not only about dusting and vacuuming but it is about paying attention to detail. We only employ cleaners who know how to do their job and are willing to learn more.

Each new cleaner must provide a proof of address (utility bill, credit card or bank statement), copy of the passport or national ID card and 2 valid, recent references. A cleaner will not be employed if she cannot provide the requested documents.

Why an agency and not a private cleaner?

To quote one of our clients, "I have tried 3 private cleaners. One of them couldn’t provide a passport, the second one did a very poor job and the third one requested money to be paid upfront." We are here to relieve you of these problems, starting with selecting the right person to work for you.

Our experience shows that the main problems associated with private cleaners are:

  • the client feels embarrassed to challenge them if their work becomes poor
  • there is nobody to cover for her while she is on holiday or is ill
  • the process of advertising, interviewing and chasing up references
  • there is no insurance to cover any possible damage
  • the language barrier without an interpreter

Our job is to ensure each customer’s satisfaction and happiness. By selecting the right people we prevent staff turnover, can guarantee security and consistency as well as value for money.

Who holds the keys?

All our cleaners are key holders.  When a cleaner takes the keys, she signs a Key Holding Deposit Form and leaves £15.00 deposit with each new client. On termination of a contract the cleaner returns the keys back to the client and the client returns the original deposit.

What happens if you don’t like a cleaner or she goes on holiday?

Normally we expect our cleaners to familiarise themselves with all tasks and requirements within one month from the starting day. If a client and a cleaner finds it difficult to reach an agreement bout what needs to be done within the allocated time, then we will investigate possible problems. This could be a lack of time, equipment not working properly or any other issues.  If a client feels that the cleaner is not the right person then we will change to another cleaner. Clients are informed about a cleaner’s holiday in advance and are offered a replacement while she is away. We always ask our clients to send us feedback about the selected cleaner and monitor her progress throughout the employment.

How do we control quality?

Each new client is given a copy of a "Cleaning Checklist" and the selected cleaner is expected to follow this list and the client’s requirements. If the quality of work starts deteriorating, we should be informed as soon as possible, so that we can visit to check her working standards. A client is always given the choice to change cleaner or to try different ones and keep the one they feel happy and comfortable with.  New clients are given the opportunity to speak to existing clients to find out for themselves the kind of service Home Star Cleaning Services can offer. We are implementing a check in and check out system so that we will know exactly how long a cleaner spends at the client’s premises.

What about timekeeping and attendance?

We expect our cleaners to be punctual and well mannered. Occasionally they may be late because of traffic problems or they have had to work slightly longer at the previous house. However we will not accept a cleaner who arrives at 1pm if they were expected at 10am. Please always inform us if time keeping becomes a problem. Consistent communication is the key to developing a successful relationship between us and our clients.

How do we know the number of hours required?

The guide time to spend cleaning a kitchen varies between 30 minutes to 1 hour depending on the size. A shower room takes between 20 to 35 minutes. A bathroom without a shower should take no more than 20 minutes. Normally a 3 bedroom house with one bathroom should take no more than 3 hours if it is cleaned weekly.

How do I pay?

We ask our clients to pay at the end of each visit either by cash or cheque.  However, once you are happy with the cleaner we will offer you Direct Debit if you find this option easier.

We do not expect our cleaners to work for the minimum wage. They all get £7.00 per hour and above, depending how long they have worked for us. Hard work is rewarded because a good cleaner knows her value and price. Please take a look at our Rates Section for more information.

Is the insurance to cover damage caused by the cleaner?

Unlike private cleaners, our insurance covers cleaners and clients. A copy of the police is available on request.

Please call on 02084674847 or 07880506073 or email info@homestarcleaning.co.uk should you have any further queries.