Yes – we can ensure you are happy with us and us with you before we agree to provide a service and that way we both know what is required and can factor in any particular needs which are unique to your home or property.
Do you have insurance?
Yes we do, your cleaner is covered for accidental damage to your property and for public liability.
Are your cleaners background checked?
The security of your home and premises is of utmost importance to us. Our thorough recruitment process includes face-to-face interviewing, assessing character, reference check (minimum of 2 references) police clearance or working with children clearance, proven ability and whether that they have the right approach to this type of work.
Who provides the equipment and cleaning products?
We do. Our company uses environmentally friendly cleaning products, micro-fiber cleaning cloths and dusters. Our vacuums and equipment is of a high standard and well maintained. This way we can ensure the quality of the clean is maintained and we assume responsibility for equipment and materials that are used.
Can I specify the cleaning day or the specific times?
Yes. We will do our best to match to your personal needs however some flexibility may be needed. We will keep to the same time and day each week or fortnight from the initial clean.
Do I need to be in when the cleaning takes place?
No this is up to you. Most of our clients are busy and are not at home when the cleaner is there. Rest assured the cleaning will take place regardless.
What do I do about my house keys?
Most of our clients provide a spare key to the cleaner at the initial meeting prior to commencing work. This is your personal choice. All cleaners are carefully screened. All cleaners are reminded for security reasons not to write name and addresses on key tags. The security of your home is of utmost importance to us therefore we take every care that the individual that you entrust with your house keys is trustworthy, honest and reliable.
How do I pay my cleaner?
We do. Each cleaner is paid a wage according to current Australian award rates.
You will receive an email from us before the commencement of your service which will provide you with the details of how to pay.
What happens if I am unhappy with any aspect of your service?
Contact the owners at Helping Hands TAS – go to the contact form page to do this. We will be happy to hear from you and provide you with a solution.
What happens if the cleaner is unable to provide the service?
If an unforeseen problem arises and the cleaner is not be able to clean, you will be contacted to make alternative arrangements such as a substitute cleaner or discuss other options to suit you.
We ask for at least 2 weeks’ notice if either party is going on holidays. If you are going on holidays just contact us and let us know what you would like done whilst you are away. If our cleaner is taking holidays we will inform you and a substitute cleaner can be arranged.
Is it okay to leave a note for the cleaner?
Definitely yes. It is always a good idea to communicate whether you have concerns with the service or if you are pleased with the service. However contact our office if you have any concerns, any other additional tasks you would like attended to or any queries you have in relation to our services.
What if I forget to cancel my cleaning service or forget it is my cleaning day?
If we have a key for your home the service will go ahead and you will be invoiced as normal. If the key is not given, and we are not able to access your property (you didn’t leave the key out for us) and you forget to cancel the service at least 24 hours before the service is due; you will need to pay minimum of 50% of your normal cleaning service fee. This to recover the cost of the cleaner coming and as well other associated costs. To avoid this, contact us for any cancellations or changes to your service 24 hours before your service is due.
What do I do with my personal items?
You should always put away your personal items away e.g. jewellery and money. All our service providers are vetted and follow strict guidelines in relation to your personal items; however, to minimise the accidental loss or misplacement of your items you must put them away before the service commences.
What if I have a security/alarm system?
We are used to dealing with alarms and various types of security systems. The ideal is to provide us with a separate code that you can easily change if needed. Sometimes clients choose not to give us the alarm code and then it can be inadvertently left on when the cleaning is to be done. Not only is this ordeal nerve racking, it can end up costing you money. You may not get your home cleaned that day (as we can’t turn off the alarm) and still have to pay for the missed clean, plus you may end up paying a fee to your security provider.
What I am unhappy with the service I receive?
Call us as soon as you notice a concern. Do not wait longer than 24 hours after the service to contact us to discuss your issues or concerns over the service you have received from us when the house or property will be “lived-in”. We will require photos of any damage or areas of concern.
How do I know who will be in my house?
When we book you in for cleaning services, we will advise you who will be cleaning your house. Under most circumstances, you will meet your cleaner during your initial assessment or meeting. If there are any changes to your regular cleaner you will be notified immediately. As part of our quality assurance to our existing clients, our team leader may conduct random inspections whilst your house is getting cleaned.
What if I have pets?
Generally pets are left outside when cleaning is performed. However, if this is unreasonable we can discuss this and make the necessary arrangements.