General FAQ’s
How quickly can my cleaner start?
We know that once you’ve decided you’d like some extra help at home, you probably don’t want to wait too long!
For regular weekly cleaning, we aim to introduce you to a suitable cleaner who can start within 7 days. Availability can vary depending on your location and preferred days and times, but your local Well Polished Manager will keep you updated throughout the process.
Can I choose the day and time of my clean?
Absolutely. When you enquire, we’ll ask about the days and times that work best for you and use these preferences when finding your cleaner.
Once you’re matched, you’ll usually have the same cleaner visiting on the same day and time each week, giving you a regular cleaning routine that fits around your household.
The more flexibility you have with days and times, the easier it will usually be for us to find your perfect match.
What is included in a regular clean?
Your regular clean can be tailored around your home and your priorities.
Typical tasks include cleaning kitchens and bathrooms, dusting, vacuuming, mopping and general household cleaning. Your cleaner can also help with tasks such as ironing if this is agreed when arranging your service.
One of the benefits of having the same regular cleaner is that they’ll get to know your home and how you like things done, creating a much more personal service than simply working through a standard checklist each week.
Do I need to be at home while my cleaner is there?
Not at all. Many of our clients are at work or out of the house while their cleaner visits – meaning they get to come home and enjoy the results!
If you won’t be home, you can arrange suitable access directly with your cleaner, including providing them with a key if you’re comfortable doing so.
Alternatively, you’re very welcome to be at home during your clean. It’s entirely up to you.
Can my pets be at home when my cleaner comes?
Of course! We know pets are part of the family in many of the homes we look after.
Just let your local Well Polished Manager know about any pets when you enquire. This helps us find a cleaner who’s comfortable working around them and ensures everyone knows what to expect before the first clean.
What happens after I enquire?
Getting started is simple.
Once you’ve submitted your enquiry, your local Well Polished Manager will get in touch to learn a little more about your home, your cleaning requirements and the days and times that work best for you.
We’ll then begin matching you with a suitable cleaner. Once we’ve found the right person, we’ll introduce you and arrange your first clean.
And our support doesn’t stop once your cleaner starts. Your local Well Polished Manager remains on hand throughout your time with us – whether you need to change your cleaning hours, arrange holiday cover or simply need some help.
What does my Well Polished service subscription include?
Your Well Polished subscription gives you much more than an introduction to a cleaner.
We take care of finding, interviewing and vetting cleaners before introducing them to our clients, helping to take the uncertainty out of finding someone you can trust in your home.
Once your service begins, you’ll also have the ongoing support of your local Well Polished Manager. They’ll be there if you need help with your service, want to make changes, need cover while your cleaner is away or would like us to find a replacement cleaner.
It means you get the personal relationship and consistency of having your own regular cleaner, with the reassurance and ongoing support of Well Polished behind the service.
Will my cleaner bring cleaning supplies and equipment?
Most clients prefer their cleaner to use the products and equipment already in their home. This means you can choose the products you love and helps avoid equipment being used across multiple properties.
If you would prefer your cleaner to bring their own products or equipment, just let your local Well Polished Manager know. We can usually arrange this for you, although a slightly higher hourly rate may apply.
Can I give my cleaner a key?
Absolutely. Many of our clients choose to provide their regular cleaner with a key so their clean can take place while they are at work or out enjoying their day.
Key arrangements are made directly between you and your cleaner, and we recommend obtaining a signature whenever keys are handed over. Your cleaner will be responsible for keeping your key safe and returning it when required.
Is Well Polished insured?
Yes. Well Polished holds Public Liability Insurance of at least £1 million, giving you additional peace of mind when using our service.
As with many insurance policies, an excess applies in the event of a claim, with the client responsible for the first £100. Full details are available from your local Well Polished Manager if required.
Can my cleaner help with other household tasks?
Yes! Our cleaners can help with a range of general housekeeping tasks alongside your regular cleaning, so speak to your local Well Polished Manager about what you need.
You may also agree additional tasks directly with your cleaner; however, please be aware that Well Polished’s Public Liability Insurance covers cleaning and general housekeeping duties only.
Can I try the service before committing long term?
Our regular cleaning service is designed to be flexible, with just one month’s notice required if you ever decide it isn’t right for you.
More importantly, we want you to be happy with the cleaner we introduce. If the match isn’t quite right, let your local Well Polished Manager know. We’ll work with you to resolve any concerns and, where necessary, introduce an alternative cleaner.
How do you vet the cleaners you introduce?
We know how important it is to feel comfortable with someone working in your home, which is why every cleaner introduced by Well Polished goes through our registration and vetting process.
This includes initial screening, a one-to-one interview, references, identity and address checks, and a Government-prescribed Right to Work check.
Are the cleaners “police-checked”?
DBS checks aren’t a legal requirement for standard domestic or commercial cleaning roles. However, if having a DBS-checked cleaner is important to you, please let your local Well Polished Manager know and we’ll discuss the options available.
Will I ever be charged more than the “typical” rate shown on your website?
For the majority of our regular weekly clients, yes.
The typical rate displayed on your local Well Polished website combines your cleaner’s hourly rate with your Well Polished service subscription.
Occasionally, a different rate may apply depending on your individual requirements — for example, if you’d like your cleaner to supply products or equipment, your property involves additional travel, or there is no convenient free parking nearby.
Fortnightly, one-off and non-domestic cleaning may also be priced differently. We’ll always confirm the applicable rate with you before your service begins.
Regular Cleaning FAQ’s
Will I have the same cleaner every week?
Yes! One of the biggest benefits of our regular cleaning service is having the same dedicated cleaner each week.
This gives your cleaner the chance to get to know your home, your routine and exactly how you like things done — helping us provide a consistent, personalised service.
What happens if my regular cleaner is sick or on holiday?
We’ve got you covered.
If your regular cleaner can’t attend, your local Well Polished Manager can arrange a cover cleaner for you. Wherever possible, we’ll keep your usual day and time; if that isn’t possible at short notice, we’ll work with you to find a convenient alternative.
What happens if I go on holiday?
It’s completely up to you.
If you’ve provided your cleaner with a key, they can continue your usual cleaning schedule while you’re away – meaning you can come home to a beautifully clean house.
Alternatively, you’re welcome to skip your clean while you’re away. Just let your cleaner and local Well Polished Manager know in advance.
What happens to my payments if a clean is missed?
You only pay your cleaner for the hours they actually work, so you won’t pay cleaning charges for a clean that doesn’t take place.
Your Well Polished service subscription is a fixed monthly fee and continues while you remain subscribed to the service. This covers the ongoing support provided by your local Well Polished Manager, including cleaner recruitment and vetting, ongoing support and arranging cover or replacement cleaners when required.
If your regular cleaner is unavailable and we’re unable to provide requested cover, we’ll arrange an appropriate one-off reduction to your subscription.
Can I have ironing as well as cleaning? And does it cost extra?
Absolutely. If you’d like ironing included, let your local Well Polished Manager know and we’ll aim to match you with a cleaner who is happy to provide both cleaning and ironing.
The hourly cleaning rate remains the same; you may simply wish to add some extra time to your clean depending on how much ironing you’d like completed.
How do I pay my cleaner?
You’ll arrange payment directly with your cleaner. Most of our clients choose either bank transfer or cash – simply agree whichever method works best for you both.
How do I pay my agency fee?
Your agency fee is a fixed monthly subscription based on the number of hours cleaning you require. This is collected as a regular monthly recurring payment either via our card payment facility, Stripe, or other regular payment method. The payment will be due each month on the same date as the first clean but this payment date can be adjusted by contacting your local Well Polished Manager.
Am I tied into a long contract?
No. We want you to stay with Well Polished because you love the service, not because you’re locked into a lengthy contract.
If you decide to leave, we simply ask for one month’s notice to cancel your regular cleaning agreement.
Will I still have a cleaner during the school holidays or Christmas etc.?
Our aim is to provide you with a reliable cleaning service 52 weeks of the year.
If your regular cleaner is taking time off, your local Well Polished Manager can arrange cover on request, subject to availability.
Can I change the number of cleaning hours I’m having?
Of course. We know that circumstances and households change.
If you’d like to increase or reduce your regular cleaning hours, simply speak to your local Well Polished Manager. We’ll check availability and confirm any adjustment to your monthly subscription.
What do I do if I am unhappy with my regular cleaner?
We want you to look forward to coming home after your Well Polished clean.
If something isn’t quite right, speak to your local Well Polished Manager. We’ll work with you and your cleaner to resolve the issue wherever possible. And if you feel the cleaner simply isn’t the right match for your household, we can introduce an alternative cleaner.
One-off Cleaning FAQ’s
Can I choose what my cleaner focuses on?
Absolutely – in fact, we encourage it.
Before your clean, create a list of the jobs you’d most like completed and put them in priority order. Your cleaner can then focus their time where it matters most to you and work through as much of your list as possible within the time you’ve booked.
Can my cleaner clean my oven or carpets?
Your cleaner can include standard oven and cooker cleaning using normal household cleaning products, and vacuuming carpets can of course form part of your clean.
Professional oven deep-cleaning, carpet shampooing and steam cleaning require specialist equipment and products, so these aren’t included within our standard cleaning service.
Where possible, your local Well Polished Manager may be able to recommend a suitable specialist provider.
How do I know how many hours I need?
Every home – and every cleaning wish list – is different.
We recommend choosing the number of hours that suits your budget and giving your cleaner a priority list so they can focus on the areas that matter most to you.
If you’d prefer everything on your list to be completed regardless of how long it takes, speak to us when booking. Where possible, this can be agreed in advance and may involve additional hours or a further visit.
What if I have not booked enough hours to complete the work?
Don’t worry. Your cleaner will let you know if there isn’t enough time to complete everything on your list.
If their schedule allows, you may be able to extend the clean on the day. Alternatively, we can arrange another visit to complete the remaining tasks. Any additional cleaning time will simply be charged at the agreed hourly rate.
Should I tidy up before the cleaner arrives?
You certainly don’t need to make your home spotless before the cleaner arrives – that’s what we’re here for!
However, if your priority is to get as much cleaning completed as possible, clearing away everyday clutter beforehand means your cleaner can spend more of the time you’ve booked actually cleaning.
If you’d like help with tidying or general housekeeping too, just let us know and we can discuss including this within your priorities.
How do I pay my cleaner?
You’ll arrange payment directly with your cleaner, with most clients choosing cash or bank transfer.
For one-off cleans, payment is made on the day for the actual number of hours worked at the agreed hourly rate.
How do I pay my agency fee?
Your Well Polished agency fee is paid in advance to secure your booking. Payment details and available payment methods will be included in your booking confirmation.
What if I need to cancel my one-off clean?
Plans change – just contact your local Well Polished branch as soon as possible if you need to cancel.
You can cancel your booking at any time; however, if you cancel with less than 72 hours’ notice, your agency fee is non-refundable.
Can I get a receipt?
Of course. Well Polished can provide a paid invoice for your agency fee, and your cleaner can provide a receipt for the cleaning hours charged.
What do I do if I am unhappy with the results?
We want you to be happy with the work completed.
If you notice anything you’re unhappy with, please raise it with your cleaner as soon as possible so they have the opportunity to discuss it with you and agree the best way forward.