HCCA's House Cleaning Service Guidelines
We appreciate the opportunity to serve you by caring for your home!
Here are a few requests and guidelines regarding our residential cleaning service that help ensure our house cleaners deliver a sparkling clean home!
House Cleaning Service Guideline Purposes
We view our business as having two equally important customers: Of course, YOU, our highly valued house cleaning service Client, but also our hard-working and dedicated team of house cleaners. We have no need for our house cleaners if we don’t have you and we can’t care for your home if we don’t have house cleaners. You both make our world go ‘round! We believe our company policies are fair and equitable to both.
Our house cleaners have commission-based pay, and since our regular Clients pay a fixed price for our service, our house cleaners have fixed pay for cleaning your home. That means that not only are they required to consistently deliver great work, but that they also need to work as efficiently as possible. The more efficient they are, the more houses they can clean, the bigger the paycheck they earn.
Most of the topics below play a role to some degree of ensuring a fair living wage for the house cleaners entrusted with the care of your home. We respectfully request your support.
Feedback
We hope that you will critique our work! Our mission is to make your life a bit easier, so feedback about our house cleaning service is highly encouraged and appreciated. While we actively solicit feedback about the quality of our house cleaning service, please do not hesitate to contact us at your convenience and as needed.
Services Scope
We believe that building long term relationships with our Clients is rooted in excellent communication and clear expectations. The topics below are important to establishing that trust.
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Services Not Included. Technically, our company is considered a professional residential cleaning service, not a maid service, and as such, does not provide the following services: cleaning house plants, washing dishes or handling laundry.
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Pet Waste. OSHA regulations prevent a house cleaning service from handling pet waste. Your attention to this matter prior to your team arriving is appreciated.
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Clutter. If our house cleaners are to make a living wage at a price you are willing to pay, they should arrive to find an uncluttered, “picked up” home. Our housekeeping package pricing is based on that assumption unless we discussed including those additional tasks in your service at the time you received your house cleaning service quote. Should our teams consistently find that the time required to clean your home is longer than expected due to clutter/messiness, we will need to revisit the price we charge.
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Accidents. Our house cleaning teams are careful, but accidents do happen which is why we are fully insured and bonded. Please consider putting away heirlooms and valuables to help avoid accidents.
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Temperature. A house temperature of 72 degrees or below will allow our teams to work safely and comfortably in all seasons. We appreciate in advance your care for our house cleaners' health and safety.
Payment
For any small business, cashflow is critical and so payment is expected at the time the house cleaning service is delivered.
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Payment by check is our preferred method of payment.
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Cash is acceptable, as is a credit card which can be kept on file for your convenience.
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While we also accept Zelle payments, we expect that payment is made without a request from us on the same day the service is provided.
Home Access
We require a reliable method of entry to your home. Many house cleaning service Clients are comfortable with providing a key or access code, while others are home to let the house cleaning team in. Regardless of the option you choose, it must be reliable.
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Keys. Keys provided for our use are stored in a locked & secured area and contain no identifying information other than a number assigned to your account.
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Security Codes. Security codes are kept safe in your account information with tightly controlled access. You may also choose to provide a new code at the time of each visit.
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No Access Fee. When we are unable to enter a home as scheduled to provide our house cleaning service, it is disappointing for all parties, but most especially for our house cleaning teams--it directly impacts their weekly paychecks! We take this issue seriously and will require payment of 50% of the visit price if we are unable to gain access upon arrival. The 50% payment will be paid to the house cleaners impacted with no portion retained by the company.
Scheduling
We understand how busy and hectic your life is and have designed our scheduling processes to be as flexible as your life demands. Regardless, partnership and timely communication is needed to make our house cleaning service scheduling processes work. This is a topic particularly impactful to our house cleaners' paychecks, so we respectfully request your attention to this subject.
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Weekly Reminder. We send a text one week prior to your next scheduled housekeeping visit to help remind you that it’s coming up. Please check your schedule at that time and reply to confirm the visit or let us know if you need to reschedule. Clients who do not respond will unfortunately be at risk of their house cleaning service visit being cancelled if there is the potential for negatively impacting our house cleaners.
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Cancellation Fees. There aren't any. Ever. While we request that you confirm your next house cleaning visit a week in advance, we know unexpected things happen. Because of this, we never charge a cancellation fee.
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Confirmation Text. A second text that communicates a one hour window regarding when to expect your assigned house cleaning team will be sent the day prior to your scheduled visit. We do our best to ensure that timeframe provided is accurate and is sent in a timely manner. Our days are dynamic, however. Last minute Client cancellations, employee personal emergencies or a home scheduled prior to yours taking more or less time to clean than expected, can and will impact the accuracy of that estimate. Again, we request your support and understanding that the arrival window provided is an estimate and not a firm commitment for the time of arrival.
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Skipped House Cleaning Service Visits. While we don't charge a penalty for the last minute cancellation of a house cleaning service visit, failure to reschedule in a reasonable time frame typically results in the next visit taking longer than usual. Therefore, skipping or rescheduling a regularly scheduled clean past a certain point will very likely result in an increase to the price of your next visit. Incremental charges related to cancelled or delayed visits may be assessed per the following guidelines:
