Questions & Answers

We hope that you will find the answers to you questions below. Please remember, we are always happy to talk to you on the phone to discuss your cleaning needs and answer any  and all of your questions.


How much time will you need to clean my home?

The time our cleaners need to clean your home will depend on what type of service you require. You could decide you want a regular clean, a one-off clean, or a deep clean – each one will take a different amount of time.

What is a regular clean?

A regular cleaning service means that a cleaner that we provide will perform a ‘regular clean’ either weekly or fortnightly at your property. The regular clean includes cleaning tasks that do not require a ‘specialist clean’ or deep clean.

The time it takes to do a regular clean varies on the condition of the property. For first time clients, we would charge an initial price to allow the cleaner(s) to bring the property up to standard; we would then offer a regular price to maintain the clean, depending on the frequency (weekly, alternate weekly, monthly, etc.)

What is a one-off clean?

One-Off cleans are spring cleans & deep cleans. We offer a fixed price for a one-off clean. The time it takes to clean your home will depend upon the amount of cleaning you need.

Performing a deep clean can be time-consuming as this type of clean is usually required if the home has not been cleaned for some time.

What's included with regular cleaning?

Here’s a list of what gets cleaned in every room of your property during a standard cleaning.

View the list of what’s included (PDF)

Can I request extra tasks to be completed?

Yes of course. Please ensure that if you are adding tasks such as cleaning interior of fridge or interior of stove that you add additional time to your quote.

Some of the common extra tasks are:
– Clean interior of fridge
– Clean interior of oven
– Clean interior of cabinets
– Clean interior windows
– Spot clean walls
Each task will increase the amount of time allotted to cleaning your house.

Can I specify the day and time the cleaner comes?

Yes, you can specify the day and time for the cleaner to come. We will make every effort to supply you with a suitable cleaner for your chosen day.

What happens if I am not happy with the service?

Our cleaners are trained to meet the highest expectations however, sometimes events may occur which may leave you not satisfied with the service they have provided.

So, if you are not completely satisfied with the service, please let us know within 24 hours and will send you cleaner to re-do job again free of charge.

Will I have the same cleaner every week?

Yes, the cleaner we allocate to you, will be your regular weekly cleaner. The only exception is holiday and sickness, where we must arrange different cover.

Do you have an insurance?

Yes, we are fully insured by Hiscox’s special cleaning insurance cover.


Public Liability: £5 mil

Employers Liability: £10 mil

(includes loss of keys)

Special Cleaning Liability Insurance approved by / NCCA (National Carpet Cleaners Association) / TACCA (The Approved Carpet Cleaners Association) / MGWC (Master Guild of Window Cleaners) / DCA (Domestic Cleaning Alliance)

What is the minimum hours per visit?

For regular weekly cleans the minimum hours per visit are 2.5 hours.

For fortnightly cleans the minimum hours per visit are 3 hours.

Am I tied into a contract?

No, there are no contracts; we don’t feel the need to trap people into long contracts.

Do I have to be home when the cleaners are cleaning?

It is up to you. We are entrusted with the keys of many clients’ homes and guarantee that they are in safe hands. New clients often believe that if they are not home, the cleaners won’t work as hard. This is not true with our employees, as you will see when you return home.

Do I need to supply a key for you to clean my house?

While yes this is the easiest of all ways for us to access the home, it is not necessary to do so. Most of our clients provide us with a key.

We understand it takes time to trust a new company. While you are building up that trust if you don’t feel comfortable providing us with a key, you can leave the key in a set place that we know about. You can also be home to let us into your home.

Please keep in mind the only drawback to not providing a key is that if we are unable to gain access to the house because the key was not left or the door was kept locked, we must charge the £15 service charge.

How do you check & vet your cleaners?

We have a thorough vetting system which filters only the very best cleaners. They are highly motivated people and we pay them the best rates. Each Candidate is going through the following before is assigned to clients:

  • We keep a photo copy of the Passport
  • We keep a record of the next of kin or emergency contact details
  • We ensure Work Permits to work in the UK are in place where needed
  • We keep proof of current address
  • We personally interview each candidate
  • If approved, the new Candidates are going through our training program
  • Close monitoring by our supervisors during the programme and trial shifts
  • Practical test. Each cleaner passes a practical test.

When we are fully satisfied with their performance we allocate them to new clients and continuously monitor the standard of service.

Do I have to provide cleaning products?

For domestic cleaning, we request that the following products are provided:

  • Bathroom cleaner
  • Kitchen cleaner
  • Window cleaner
  • Cream cleaner
  • Cleaning clothes
  • Mop & Mop Bucket
  • Hoover
  • Sponges

We can of course arrange for this at an additional charge.

What are your working hours?

Office hours are Monday to Friday 9am to 5pm.
Some of our cleaners start work from 7am. Most cleaners finish before 6pm.
Some of our cleaner’s work weekends on Saturday and Sunday by arrangement.

Do I have to do anything before the cleaning?

It is best that all toys, clothes, dirty dishes, personal items and valuables are put away before we arrive. If you do not have a chance to do so, we will always try to do this for you. If you would like us to always pick up these items, let us know so that we can schedule more time to do so.

What if my cleaning falls on a holiday?

If your scheduled cleaning day falls on a public holiday, we’ll try to let you know in advance and make suitable arrangements in advance.

What if I need to change my cleaning schedule?

Please try to give us at least 48 hours’ notice if you need to rearrange your scheduled cleaning shift. We understand that his might not always be possible, but please do try to give us as much notice as possible.

What do I need to do to cancel my regular cleaning?

We require 4 weeks’ notice if you want to cancel your regular cleaning agreement. You can cancel anytime, simply call or email us to notify us.

What should I do if my regular cleaner does not show up?

On those very rare occasion this happens it is mostly likely due to some unforeseen circumstances. Please give us a call right away and we will try to rebook at your earliest convenience.

How do I pay for my cleaning service?

We, Reflections Cleaners Ltd will send you an invoice for regular cleans once per month.

You can pay your invoice by direct bank transfer, cheque or credit card

(Please note that credit card payments incur a surcharge of 3.4%)

For One-Off Cleans we require a 50% deposit. We will invoice the difference after successful completion of the cleaning service. Regular customers do not require a 50% deposit for one-off cleans or other ad-hoc services.

Who pays the cleaners?

We, Reflections Cleaners Ltd pay the cleaners. Although all cleaners are self-employed, we, Reflections Cleaners Ltd will take care of the invoicing and payments for both the client and cleaner.

Can I pay cash?

We unfortunately do not accept cash payments.

Can the cleaners change the bed linen or to do the ironing?

Yes, we do ironing for many our clients and perform it in a professional manner. In addition, we change the bed linen and perform many other tasks in accordance with the client’s needs. We also offer a Laundry & Dry cleaning service. We take the laundry to the dry cleaner and pick it up again.

What happens if a cleaner loses the keys?

First, we can assure you that your address is never kept with the keys. In the unlikely event of our cleaner losing the key(s), we will call as soon as we find out and ask you to change the locks. Keep the receipt and return it to us – we will immediately reimburse you the amount paid.

What if something gets broken when my home is cleaned?

We treat your home with the utmost care. Nevertheless, if something is damaged or broken we will leave a note and will contact you as soon as possible. We will make every effort to have the item replaced if it cannot be repaired.

What areas do you cover?

Areas We Cover in London: City of London, Camden, Hackney, Hammersmith and Fulham, Haringey, Islington, Kensington and Chelsea, Southwark, Tower Hamlets, Wandsworth and Westminster.

What if I have pets?

That’s great! We love pets. We’ll be sure to match you with a cleaner that does too. Please make sure that you mention that you have pets (especially dogs) as some cleaners are afraid of certain pets or have allergies.

Do you have a satisfaction guarantee?

Yes, we do have a satisfaction guarantee. If there’s any part of your cleaning that you aren’t satisfied with, we’ll send someone back to fix what you are not happy with. Please make sure you let us know within 24 hours of your appointment completion.

Please note: the guarantee does not apply to move-in/out cleanings or appointments where the timing has been lowered beneath the suggested time.