Frequently Asked Questions

Many of our customers have specific questions about our services. Here are a list of the most frequent questions asked, with their answers.

General Questions

What areas do you cover?

We cover various parts of the North East. Please contact us to see if we operate in your area.

Are all housekeepers, cleaners and home help (PA) workers insured?

Yes. All housekeepers, cleaners and home help (PA) workers are fully insured for Public Liability, Personal Injury and Accidental Damage.

Do you check housekeepers, cleaners and home help (PA) workers?

We have a stringent vetting and background check procedure. As a Company we take your security and peace of mind very seriously. On top of our background  and reference checks, all housekeepers, cleaners and home help (PA) workers are expected to be in possession of a DBS (Disclosure and Barring service) certificate.

Why should I choose a Mop Angels housekeeper?

A Mop Angel housekeeper is a modern day ‘must have’. Your housekeeper works from your (not their) priority list and can perform many tasks that make your home life run smoothly. They are not simply limited to traditional domestic cleaning chores, but perform essentially any tasks you want completed (time allowing).

What day and time can I have a housekeeper/cleaner?

Our housekeepers/cleaners/ Home help (PA) work between the hours of 8am – 5pm Monday through to Friday.
If you need a Mop Angel outside of these hours, please contact us.

General Questions (Continued)

What day and time can l have a housekeeper/cleaner?

Our housekeepers/cleaners work between the hours of 8am – 4pm Monday through to Friday.
If you need a Mop Angel outside of these hours, please contact us.

How many housekeepers/cleaners come to clean my home?

In order to get the best home cleaning experience possible, we will generally refer one housekeeper/cleaner to each household.

How does my housekeeper, cleaner of home help (PA) access my property?

 For the first visit, we ask that you are present so that you can meet your worker, give them a tour of your home, and explain to them what your housekeeping/ cleaning preferences are. After that, you don’t have to be present if you don’t want to be. Most of our clients actually prefer us to perform housekeeping/ cleaning while they are out for the day. So whether you are home or not is entirely up to you. If you are not going to be present after that first initial clean, we advise that have a key cut and hand that to your cleaner. It is also advisable to familiarise your housekeeper/ cleaner with any alarm system that may be activated by their arrival.

What does general housekeeping include?

In addition to cleaning your home, did you know that your housekeeper can perform a variety of tasks on your behalf.

Including:

  • Any / All Cleaning and Housekeeping Tasks.
  • Wash, Iron and deal with the laundry.
  • Tidy and organise your wardrobes and drawers.
  • Run your errands and complete the shopping.
  • Oversee repairs and tradespeople.
  • Clean downstairs windows (if accessible and safe to do so).
  • Assist with pets/ feed/ empty litter trays.
  • Prepare you snacks and beverages.

As cleaning is subjective and every client’s priorities are different, we encourage all clients to fill out their complimentary priority list and to leave it out for your housekeeper!

Please book enough time for all allotted tasks to be comfortably completed.

Is there anything housekeepers, cleaners and home assist (PA) can’t do?

For health and safety reasons, your housekeeper does not offer the following services:

  • Lifting items over 25lbs.
  • Dusting and vacuum of surfaces outside of normal reach.
  • Cleaning the outside of windows (except for ground floor windows that are safely accessible).
  • Cleaning of mould and bio hazardous material.
  • Deep stain removal.
  • The use of any products containing bleach.
  • Defrosting of your freezer.
  • Landscaping and/or garden work.
  • Pest control.
  • Cleaning and moving of one of a kind items or any item of high value

Cleaning Questions

Who provides the cleaning materials?

Your housekeeper/cleaner will provide all the cleaning products needed, with the exception being specialist cleaning products, such as a marble or granite cleaner.

The following cleaning products and tools should be available for use:

A fully functioning iron and ironing board

Any specialist cleaning products required

Replacement bin bags / liners

Washing up liquid

Washing machine detergent

Dishwasher tablets

What are your rates?

Our rates are clear and up front and can be found on the booking page of our website. There may be added costs incurred if your housekeeper is required to use their own car or public transport to complete any ‘out of home’ tasks, on your behalf.

If that is the case, then we suggest you agree and settle upon all extra costs, prior to the task being undertaken; with your housekeeper directly. This will also include providing upfront, all monies due in payment to third parties – such as dry cleaners, local shops etc. 

How does my housekeeper/cleaner know what needs to be done?

Each client’s needs are different, so your housekeeper/cleaner will work from the priority list you create for them.

Will someone need to stay with the housekeeper/cleaner once they arrive?

We advise that you are present during your housekeeper/ cleaners first visit. For subsequent visits  – if you won’t be home, we recommend that you have a key cut to provide your housekeeper or cleaner access to your property. You will also need to familiarise your worker with any alarm procedures and provide an emergency contact number.

More Frequently Asked Questions

What if l find a housekeeper that l really like, can l request them again? – And what if l wish to change a housekeeper?

Communication is the key to making a good match. If you are pleased with the initial housekeeper/cleaner referred to you, then, at your request we will endeavour to ensure that he or she can become your regular housekeeper/cleaner. We suggest that you schedule a repeat service based on your favourite housekeeper or cleaner’s schedule and availability. If you are not satisfied for any reason, at any time, let us know so we can make things right.

What if l need to use your services simply on an occasional basis?

Most of our clients schedule a service on a regular recurring basis (daily, weekly or fortnightly); however, Mop Angels are also available for one time deep clean or Spring cleaning visits. Simply call us when you want to schedule a service.

What if my housekeeper, cleaner or home help (PA) is unwell?

If your worker is unfortunately ill and unable to provide you with your regular service, we will try our utmost to provide you with replacement cover. However, if your worker if taken ill suddenly and this allows no time for a replacement to be found, then we will skip that particular service visit and refund you any pre-paid amount due.

What if l have a pet?

If you have a pet, please mention this to your Mop Angels consultant and we will provide you with a worker who loves pets.

How do l pay my housekeeper, domestic cleaner or home help (PA)?

You pay Mop Angels directly from the website, via PayPal, using either a credit or debit card – you do not need to have a PayPal account yourself. 

Please do not pay your housekeeper, cleaner or home help (PA) directly as all workers are paid via Mop Angels.

What about tipping?

We leave that up to you. Tips are not required, but they are always appreciated!

How do l pay for a handyman, garden maintenance or pet service booking?

You pre-pay Mop Angels directly.

What if something is damaged when my home is being cleaned?

Your housekeeper/cleaner or home help (PA) will take great care when cleaning your home, however, accidents can happen. If you notice any breakage/damage, note that you must notify us immediately (within 24 hours). Items of extreme value (monetary or sentimental) must be dusted or cleaned by the client only and Mop Angels workers will not touch them or be held responsible for any damage to such items.

Damage caused by bleach or any other caustic substance is not covered, nor will we accept liability. We therefore recommend that you provide bleach free products to your housekeeper/ cleaner or home help (PA).

Please note that antiques, irreplaceable one of a kind and hard to find items are not covered. We suggest that such items be moved to a safe location on the day of your cleaning. Your housekeeper, cleaner or home help (PA) is not responsible or liable for breakage of items which are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm.

Can l ask my Housekeeper/ Cleaner/ Home Help (PA) to work for me independently of Mop Angels?

The simple answer to that question is NO. We put a lot of time and expense into advertising for, interviewing, vetting and the insuring of, our first rate professional workers.

We require all of our workers to sign a non-competitive agreement. This agreement bars them from—among other things—offering their services in any manner to any of our clients outside of their standard job responsibilities. If you wish to hire a current or former Mop Angels for your own supplemental services (beyond those contracted), you are obligated to pay a referral fee of £3,500. After Mop Angels has notified you about this fee, you have 30 days to pay the full amount.

If you are interested in making such arrangements, we ask that you contact us first. Please do not solicit any of our workers directly.

Further information regarding this question can be found in our terms and conditions.

How do l submit a complaint?

Please notify us by either telephone or email, if you have any concerns regarding your use of the service. Client satisfaction is very important to us and we will do our utmost to assist you.

Do you require a cancellation notice?

Please be considerate of your Mop Angel. As Independent workers, their time is their money. If you must postpone or cancel a scheduled service, please notify Mop Angels at least two (2) business days in advance. This will allow us the opportunity of finding your housekeeper other work. If you are unable to give two (2) business days’ notice (Mon-Fri), there will be a £30 discretionary charge. This is to cover your workers time and loss of work.

Premier Assist FAQ’s

What can I expect in a typical day from my home help (PA)?

Your home help (PA) is there to assist you with any day to day task that you may need help with. A typical day might include grocery shopping and running errands in the morning, preparing and eating lunch, housework and then preparing dinner for later, or going for a walk and playing games in the afternoon.

Do you provide personal care?

No. Your home help (PA) is solely there to assist you with your day to day living, activities and to provide companionship.

Can my home help (PA) assist with medication?

When provided with a schedule, your home help (PA) can remind their clients to take medication at appropriate times, but they cannot assist or administer the medication.

What happens if our loved one goes into the hospital?

Premier Home Assist is here for you as much or as little as you need us during this stressful and difficult time. As soon as you can, call our office to let us know the specific situation and an estimated length of hospital stay. We can help by providing our Sitter Services, during which a home help (PA) will stay with your loved one so you can get some rest.

If I have a problem or question, whom should I contact?

If you have any concerns or questions, please don’t hesitate to contact our office and speak with a member of our team.

Can l ask my Home Help (PA) to work for me independently of Mop Angels?

The simple answer to that question is NO. We put a lot of time and expense into advertising for, interviewing, vetting and the insuring of, our first rate professional workers. Further information regarding this question can be found in our terms and conditions.

What if l have a pet?

If you have a pet, please mention this to your Mop Angels consultant and we will provide you with a worker who loves pets.

How do l pay my home help (PA)?

You pay Mop Angels directly from the website, via PayPal, using either a credit or debit card – you do not need to have a PayPal account yourself.

What are your rates?

Our rates are clear and up front and can be found on the booking page of our website. There may be added costs incurred if your home help (PA) is required to use their own car or public transport to complete any ‘out of home’ tasks, on your behalf.

If that is the case, then we suggest you agree and settle upon all extra costs, prior to the task being undertaken; with your home help (PA) directly. This will also include providing upfront, all monies due in payment to third parties – such as dry cleaners, local shops etc. 

If you have any further questions regarding any one of our services, please feel free to get in touch and we will be happy to answer your query.