Frequently Asked (by Clients)

What is the difference between an agency and a traditional house cleaning service?

There are several differences between an agency and a traditional house  cleaning service, but the main difference is that the client has  more choices-with service selection, scheduling, and access to a wider network of screened and qualified professionals who deliver a  variety of related household services. In a traditional housecleaning service, you are  restricted to certain services or staff, or have minimally trained, unfamiliar staff in your home performing services priced higher due to overhead expenses. When you work with an agency,  you are getting matched with a professional Independent  Housekeeper who will work according to your specifications, and be compensated a livable wage for their work.   

Do I need to be home the day of service?

Not at all! We want you to go about your day, and we will take care of the rest so you can come home to a sparkling clean home. We can enter through garage door with a code, or a lock box and key. (If you cannot locate a lock box, we have a lock-box rental program. Contact our concierge for details.) If you need to be home-or prefer it-your housekeeper can work around you for the day!

Do I need to do anything before my housekeeper arrives?

For optimal value & best results, we recommend putting away personal or valuable items-electronics, jewelry, firearms, bills, medications, etc. whether in a basket, drawer or closet, until after the housekeeper has finished.  This small action not only clears surfaces for optimal cleaning, but also limits the possibility of misplacement, damage or injury. 

Do you bring supplies? Do you use Green Products?

Most housekeepers carry supplies, but some clients prefer to keep their own microfiber or other cleaning cloths, disposable dusters, Lysol wipes, toilet brushes and bathroom & kitchen sponges for sanitary purposes. You are free to work out those details with your housekeeper depending on what works best for both of you. If you prefer green products or have allergies or sensitivities, please let your housekeeper know that too so you can select the products that work best. (There is a small pricing discount if you supply your own supplies.) 

How long will my service take to complete?

The time duration will vary depending on the size and condition of the area being cleaned, and what needs to be done each visit. (On average, about 2 -4 hours.) When we send you your final quote, that information (approximated) will be included. If you give us a heads up of add-on requests prior to your visit, we can give you an estimate of time frame for that day.

Are you pet-friendly?

And most of our professionals are pet-friendly and non-allergic and if you have pets we will be sure to match you with a pet-friendly housekeeper who your pets respond well to. However we highly recommend keeping pets in a safe area away from chemicals and equipment for their own comfort and safety. 

Will I get the same housekeeper each time?

Our aim is to match you with the perfect professional for you. If you like the housekeeper's work, you can request her back. And if not, we can keep sending you a different housekeeper until we find one that is the best fit for you. 

How do I know the housekeeper is honest?

We are highly selective. Most of those who apply do not receive an invitation to register with us. We do a thorough screening of each candidate-with a multiple step, several week process that includes a written, survey, phone interviews, FBI/PA criminal background and drug screens, in person interview and a minimum of 6 separate reference checks. We verify work experience, credit & residency history, until we are satisfied that the candidate is a good fit for our agency and your family. However, relationships take time to develop and sometimes personalities clash. If for any reason you are not comfortable with the housekeeper we have matched you with, please contact our concierge so we can match you with a different professional. (We are discreet and professional when re-matching clients or housekeepers, so you never need to be concerned with awkwardness or hurt feelings.)

What if something breaks?

In the rare event that your housekeeper should break something, she will repair or replace it. Every housekeeper who registers with our agency is required by law to carry personal liability insurance to cover your belongings in the event of accidental breakage or damage. If you need assistance in working out such a situation with your housekeeper, please feel free to contact our concierge who would be happy to help.

What if I need to change my appointment?

Just give us a call at 267-404-3139 with as much notice as possible, (preferably 48 hours when possible) and we will set a new appointment. We know that sometimes unexpected things happen, but we try to keep last-minute schedule changes to a minimum for the benefit of both the client as well as the housekeeper. Repeated last-minute cancellations could result in a change of housekeeper or preferred day, or a temporary gap in service. If you need any assistance, with scheduling conflicts, please feel free to contact our concierge. We are here to help!

What if I want the housekeeper to work directly for me, independent of the agency?

All professionals sign an agreement with our agency upon registering, and clients sign a service agreement prior to their initial service. An agency housekeeper who knowingly enters into a private work relationship with an agency client, would be directly violating the terms of the agreement and subject to termination of said agreement and possible legal action. In a case where a housekeeper and client wish to carry on a private working relationship independent of the agency,  the housekeeper, client or both would be subject to a $500 buyout fee.  (The agency reserves the right to terminate any agreement with the client, the housekeeper or both if the terms of any agreements are violated.)  Please contact our business office  for more information.

What if I am not happy with the service?

The beauty of working with an agency is that we only match clients with experienced professionals who know what they are doing. And, in most cases, a quick conversation with, or note for the housekeeper will resolve any issues with service. However, if for any reason you are not happy with the work quality or not comfortable with your matched housekeeper, just let us know and we will simply send you another match. We want you to be 100% satisfied with the service, and we will do what it takes to find you a professional who can deliver on your requests.

Household Services Agency-Premiere housekeeping services in Ottsville, Bucks County PA!

How do I pay for services?

You can pay for your services with a debit or credit card through our secure online platform, Square. Invoices are e-mailed by the 20th of the month, for services scheduled for the following month. Your prompt payment by the due date listed on your invoice, is your confirmation to us that you wish to keep your appointments for that month.

Why do I have to pay at the beginning of the month?

Invoices are due at the beginning of the month, (much like your cable or cell phone bill) so that payments can clear and we can pay your housekeeper in a timely manner. Our payroll is run weekly, and we cannot pay your housekeeper until your bill is paid, so a delayed payment directly & negatively impacts both, a housekeeper's income & service consistency.

What happens if I do not pay my bill by the due date?

Delayed payments and invoices not paid by 48 hours prior to scheduled appointments, could result in a $10 late fee, and possible cancellation of next scheduled appointment. (We don't want to do that! If you need to make other arrangements, please contact our concierge so we can work out a schedule that works for everyone. 

Can I pay by check?

As of Octoberber 2018, we are no longer accepting paper checks, and have moved all invoicing and payments to our secure online platform. We have used Square for several years and have found it to be an easier and less time-consuming process than collecting, depositing and tracking checks. 

Is tipping allowed or recommended?

Yes! Tipping is much appreciated when you want to show appreciation for reliability and excellent work. The customary amount is between $10-$25 per visit. If you would like to tip your housekeeper, we prefer you leave cash in a clearly labeled envelope for her on your scheduled cleaning day-however, for your convenience, you can also add a tip to your invoice. (We will be sure to let your housekeeper know that you included a tip in your bill! All tips are promptly distributed each week, to the housekeeper assigned to you or designated by you.)

What f I have already paid, but need to reschedule an appointment?

If you have already paid your bill and then later need to reschedule or cancel and appointment, you will be owed a credit for the paid-for-and-cancelled visit. 

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