Before anybody can quote
Identity and right to work
Checked against a document before anybody can quote for work. A member of staff reviews it; there is no automatic pass.
DBS
At the level the work needs. It is recorded with its date, and the account stops being able to take new work when it runs out.
Public liability insurance
Held by the cleaner, checked by us, and re-checked when the policy expires.
Payout account
Set up through Stripe, which runs its own identity and bank checks before any money can be sent.
Your address stays yours
While a job is open, cleaners see the kind of work and roughly where it is. The address, the access notes and any code appear only after you accept a quote and pay, and only to the person who is coming.
Your money is held
We take the payment when you book and hold it. The cleaner is paid when you confirm the work, or automatically 24 hours after they mark it finished. If you raise a problem before that, the money stays where it is until it is settled.
Photographs of the finished work
A cleaner photographs the job before they can close it. You see the photographs, and so do we if there is a dispute. They exist to settle disagreements about what was done, and they are never public.
If something is wrong
Raise it on the booking before the money is released. Tell us what happened and, if it helps, add your own photographs. Somebody reads it, decides, and records the reason against their own name.
If somebody is in danger
Call 999. We are not an emergency service and we cannot reach anybody faster than they can. Tell us afterwards, and the account is suspended while we look at it.
Ranking is not for sale
Where a cleaner appears in your list comes from their rating, how much work they have completed, how quickly they answer and how far they are from you. Nobody can pay to be higher. Where our team has adjusted somebody’s position, the cleaner is told the reason and can appeal it.