Question 1

Cleaning – Housekeeping

Accepted Answer

Every customer’s housekeeping needs are different – so always check with your customer, what their housekeeping needs and priorities are and focus on these tasks first, as well as the general housekeeping as below:

Keep the home (premises) organised, clean and tidy
General dusting
Clean all rooms, kitchen, bathrooms etc
Collect and dispose of rubbish
Vacuum, sweep, and mop floors.
Changing beds
Laundry and ironing

Question 2

Do I have to do the laundry?

Accepted Answer

Always check with your customer first before doing any laundry.
If you are unsure how to operate the washing machine, please speak with your customer first.
If laundry is needed, then its very important you carefully check all clothing labels and separate colours from white and delicates from non-delicates; machine-wash to dry cleaning only and handwash items. 
Laundry mistakes can be very costly always refer to the laundry guide provided.

Question 3

Do I have to iron?

Accepted Answer

Always check with your customer if any ironing is needed.
Ironing mistakes can be costly so please take care when ironing and remember to always check the labels on the clothes.

Question 4

What other duties do I need to do?

Accepted Answer

Some customers may need additional duties which they or we will inform you of in advance and you may get additional pay for it – these duties could involve:

Running errands, drop off & pickup dry cleaning 
Organising the home/ wardrobes 
Help with shopping and preparing food – extra pay
Childcare duties – extra pay
Petcare – extra pay

Question 5

What do I wear to work?

Accepted Answer

We do not impose any dress code or appearance. However, for the purpose of great customer experience and professionalism we recommend:
You are well groomed, neat and in clean work-clothes
You always aim to look professional
You maintain good personal hygiene; we recommend having anti-perspirant in your bag for those hot sticky days!

For your health and safety and to work comfortably do NOT wear:      
Low-cut tops, ripped jeans, short skirts, low vests, or tank tops, 
Clothing that are too revealing or provoking or offensive
Excessive jewellery
High heels or similar shoes

Question 6

I’m running late to work - what do I do?

Accepted Answer

You need to call us or the customer and let us know straight away. 
It is very important that you have good timing keeping as customers are depending on you.

Question 7

What should I do if I can’t get inside the property?

Accepted Answer

If you can’t get inside the customer property for whatever reasons, please call us immediately or / and the customer. 
If you don’t get any answer, please wait 15-20 minutes before text messaging the customer that you have not been able to access the property and that you are leaving.

Question 8

What should I do if I finish my work early at a customer?

Accepted Answer

Your customer has booked and paid you to work a number of hours; it’s important you complete these hours and not leave early. 
You can also do extra task such as clean the skirting boards, wipe down the doors, thorough dusting or clean the fridge.
If you are unsure, you can call us or/and the customer.

Question 9

I need more time to complete my job – what should I do?

Accepted Answer

It’s important that you do an excellent job at each customer within the allocated time for each job – however sometimes you may need the extra time to complete the job.
When you this extra time, please contact the customer first and get them to authorise for the extra time needed.
We can’t charge the customer extra time without their confirmation first.

Question 10

Do I need to provide cleaning materials?

Accepted Answer

Generally, no. Customer should already have a good supply of cleaning materials. 
However, there are occasions when customers are low on cleaning materials and may ask you to supply it and they will pay you back for these materials.

Question 11

The vacuum is not working or there are not cleaning products

Accepted Answer

If you find any problems with the vacuum or the iron or any other equipment – please let us know and leave a note or text the customer. This will avoid you getting any complaints and have these items replaced for you on your next clean.
If there no cleaning products – please use alternatives like vinegar, warm water, clean microfiber cloths, washing up liquid.
If you are able to pop to the local shops to buy some basic cleaning products, please do so and let us know and the customer will pay you back.

Question 12

Your responsibility

Accepted Answer

The customers keys, alarm code, fobs etc. provided to you are your full responsibility.
If the keys/fobs get misplaced, you must inform us and the customer immediately. 
You be required to take full liability if the keys or/and the property security are compromised, key lost or damage

Question 13

New customer keys

Accepted Answer

If the customer provides you with keys, please let us know so we can register it on our system.
For security purpose, never write the customers address, name or anything that will identify the customers property on keys/key tags.

Question 14

Stopping work

Accepted Answer

You must return all keys to the customer when going on holiday or if you are unable to work temporarily or permanently. 
When possible, you may need to drop to keys to another cleaner who will be taking over or covering your customers 
Always call us first if you are unsure of what to do with the keys.
For security purpose, never send any keys by post or a delivery service or hand it to somebody else.

Question 15

Customer complaints

Accepted Answer

Occasionally customers may complain; this is normal, and we will do everything we can to resolve the issue. 
Its important that you follow our advice as well as listen to your customers housekeeping needs and feedback.

Question 16

How do I achieve customer satisfaction?

Accepted Answer

To avoid customer complaints and you losing your ratings, it is important that you always maintain professionalism and aim to deliver an excellent service.
Good communications - listen to your customers housekeeping needs, priorities, and feedback to avoid any problems. 
Always double check your work before leaving the customers property.
Check that the cleaning, laundry, and ironing has been done properly with attention to detail.
Work at a good pace - don't rush your work, be flexible and don’t leave the jobs early!
Be punctual (on-time), polite, and professional with your customers.
Finally, smile, greet, and say goodbye to your customer when leaving.

Question 17

Customer is still unhappy with me

Accepted Answer

If you don’t wish to clean for a particular customer anymore, please contact us immediately.

Question 18

What happens once I have registered?

Accepted Answer

If your application is successful and you have the right experience, we will contact you to arrange onboarding, this includes a short interview (usually by video call) to verify your documents and go through all suitable jobs.

Question 19

Do I need to pay to join your agency?

Accepted Answer

No. It's free. We don't charge our cleaners / housekeepers any joining fees.

Question 20

How many hours per week will I be working?

Accepted Answer

There's plenty of work available from full-time to part-time hours.  You let us know your preferred choice of days and work hours and areas you are able to travel to.

Question 21

What type customer jobs are available?

Accepted Answer

All jobs vary and depend on the customer needs - some jobs are by one customer (one house) full time 40 plus hours Monday to Friday.

Other jobs can  be 1 to 2 houses per day, 7 to 9 hours per day, Monday to Friday.
Some weekend and evening jobs are also available, again all this depends on the area and customer needs.

​You get to choose what jobs to take and how often (part-time or full-time) you want to work!

Question 22

How much can I get paid?

Accepted Answer

Housekeeping and cleaning jobs in London range from £12 to  £16 per hour or £480 to £680 plus tips.
This all depends on what the customer is happy to pay, and also depending your specific skills and experience.

Question 23

How do I get paid?

Accepted Answer

You get paid weekly (every Friday) into your bank account.
You won't have to worry about chasing customers for payments anymore! We will take care of all that.

Question 24

How soon can I start working?

Accepted Answer

Immediately but generally within 24-36 hours! Once we have done your onboarding and successfully checked your documents and references, we'll allocate customers to your schedule and your ready to start earning money!

Question 25

How to register as self-employed?

Accepted Answer

Registering as self-employed is straightforward and we can helpyou with this process as well as your annual accounts through our professional partners.
 
Alternatively, here is a step-by-step guide on how to register as self-employed - including all the forms, documents, and contacts you'll need for your self employed registration can be found here: goselfemployed.co
 
Also head to the government's HMRC online registration portal and start with entering your email address.

If you are stuck at any point, please let us know.

Question 26

Do I need to provide the cleaning materials?

Accepted Answer

You do not have carry any cleaning materials around with you - the customer should provide all cleaning materials.

Question 27

Do you have any cleaning jobs near me?

Accepted Answer

Majority of our cleaning jobs are based in Central London within very short travel time between jobs.
However, we also have jobs within areas of West London, North London, South West London and East London.

Question 28

How do I achieve 100% customer satisfaction?

Accepted Answer

Always double check your work before leaving.
Have attention to detail (check areas that are not clearly visible directly).
Work at a good pace - don't rush your work & be flexible in approach.
Finally, be punctual, polite and professional with your customers.

Question 29

What are you looking for in a cleaner?

Accepted Answer

We are looking for responsible, experienced, and positive cleaners, who love what they do and are proud to deliver an excellent service!

Question 30

Do you provide any support?

Accepted Answer

Yes absolutely! At Maid of London, we recognise and value our cleaners, housekeepers and all partners and contractors – you are an integral part of the business core.

If you experience any problems whatsoever, need extra support, training, financial issues, or have any questions - we're here to listen and help. You can always reach out to us in confidence.

Question 31

More Questions?

Accepted Answer

Sure, just drop us an email here us and we'll get back to you!

Question 32

I accidentally damaged something

Accepted Answer

Accidents do happens - we get it.
If you accidentally break or damage something at the customers property, you must immediately inform Maid of London and provide full details of incident.
You should also inform the customer of the incident – if the customer is not at home, please call and message them to make them aware.
As a self-employed worker, you are responsible for the cost of repairs or replacement of the damage caused to the customers property. 
Please refer to your Contact for Damage Policy. 
We're here to help – don't worry, we will help you and mediate so as to resolve the issue quickly, amicably and satisfactorily.

Question 33

What happens if I don’t turn up to my job?

Accepted Answer

It’s very important that you are reliable and committed to the jobs you are booked for as customers depend on you.
If you don’t go to your customer without letting us know in advance; there is a cancellation fee charged to you for “not attending without notice”. 
Not attending to your jobs without notice, will also affect your reliability and could lead to you loosing all your customers.

Question 34

How do I temporarily change or cancel a job?

Accepted Answer

If you need to temporarily change or cancel a job for a particular day or week, please provide a minimum of 48 hours’ notice. 
Please try to give as much notice as possible to avoid any disruption and inconveniencing the customer. 
If you continue to cancel your jobs without a valid reason, this will affect your reliability and you may lose your customers.

Question 35

Going on holidays or need time-off?

Accepted Answer

If you need time-off or going away on holiday, please notify us immediately and in advance; this gives us time to plan your absence and work on allocating cover for customers.
When your on leave, you will need to return the keys to the customers or hand them to the temporary cleaner covering for you.

Question 36

Can I arrange someone to cover me?

Accepted Answer

Yes, you can. Please contact us for more details.
Please make sure that the person you arrange to cover for you is experienced and able to do the job as per the customers requirements.

Question 37

How do I submit the hours I worked?

Accepted Answer

We are soon introducing timesheet submission via an app; this will let you login your hours using the app on your smart phone.
For the now: You will need to send your timesheet through the website. Send your timesheet at the end of your working week. It’s important you send your timesheets on time to avoid delay in receiving your pay.

Question 38

When do I get paid?

Accepted Answer

When you first start working, your first week’s pay is paid in two-weeks time, for example on Friday (as we need time to process your hours and payments). 
Thereafter you are paid weekly.
For example, week 1’s work, is paid on week 3, week 2's work is paid on week 4 and so on.
We do NOT keep any deposits! 
We pay directly into your bank account.

Question 39

How many hours per week will I be working?

Accepted Answer

We can offer you full time or part time work. You decide and let us know how many days and hours you want to work. 
You must be reliable and committed to your scheduled work, otherwise you could lose your customers.

Question 40

How much do I get paid?

Accepted Answer

Your hourly pay usually depends on your experience and the customers you take on.
Some customers and jobs pay more than others. 
But don’t worry, we’ll let you know the pay rate before you take on the job.

Question 41

Do you offer self-employment contract?

Accepted Answer

You can work on a self-employed basis. 
We will provide you with a Contract / Agreement confirming this.
Registering as self-employed is straightforward and we can help you with this process if needed.

Question 42

What should I do if I want to stop working?

Accepted Answer

We’re sorry to hear that you are thinking of leaving – please contact us immediately and we’ll do our best to make things right again.
If you still wish to leave, then notify us as soon as possible and we’ll speak with your customers and arrange a new cleaner for them.
We’ll also need you to return any customer keys or any company items you are holding.

Question 43

Can I work for the customer privately without Maid of London?

Accepted Answer

No, you can’t do this. 
As per your contract with us, you should not work privately for any customers introduced to you through Maid of London.
If you wish to work for a customer privately, you will need to get written approval from Maid of London – this is a called a Transfer of Worker Agreement to which the customer agrees to and pays Maid of London a transfer fee.

Frequently asked questions

Cleaning – Housekeeping

Do I have to do the laundry?

Do I have to iron?

What other duties do I need to do?

What do I wear to work?

I’m running late to work - what do I do?

What should I do if I can’t get inside the property?

What should I do if I finish my work early at a customer?

I need more time to complete my job – what should I do?

Do I need to provide cleaning materials?

The vacuum is not working or there are not cleaning products

Your responsibility

New customer keys

Stopping work

Customer complaints

How do I achieve customer satisfaction?

Customer is still unhappy with me

What happens once I have registered?

Do I need to pay to join your agency?

How many hours per week will I be working?

What type customer jobs are available?

How much can I get paid?

How do I get paid?

How soon can I start working?

How to register as self-employed?

Do I need to provide the cleaning materials?

Do you have any cleaning jobs near me?

How do I achieve 100% customer satisfaction?

What are you looking for in a cleaner?

Do you provide any support?

More Questions?

I accidentally damaged something

What happens if I don’t turn up to my job?

How do I temporarily change or cancel a job?

Going on holidays or need time-off?

Can I arrange someone to cover me?

How do I submit the hours I worked?

When do I get paid?

How many hours per week will I be working?

How much do I get paid?

Do you offer self-employment contract?

What should I do if I want to stop working?

Can I work for the customer privately without Maid of London?

Notice

Our Offices

Contact

Thanks for submitting!