Frequently Asked Questions

  • 1. Why am I not allowed less than 2 hour visit?
  • It’s more cost efficient. In order to provide a high standard service we cover our housekeepers with insurance, travel expenses as well as healthy hourly rate.
  • 2. Why is the Emailmum service priced higher than a private or agency cleaner?
  • We provide a high quality managed service, with employees who are given full training before being assigned to a client. Our service includes a unique flexibility angle as well as exclusivity of staff member week on week (apart from those times when your housekeeper needs to take a well-earned break or is unwell, when we provide cover staff who are also fully trained to Email Mum standards). Our housekeepers are also covered to full liability for breakages or accidents, underwritten by Nelson Insurances. Email Mum takes care of all of these employment and insurance requirements so that you don’t have to worry about them, or are held legally responsible in any way.
  • 3. Does Emailmum employ and pay staff or is it an agency?
  • We are not an agency; our staff are interviewed and trained by us.
  • 4. Do your housekeepers have references?
  • We interview all of our housekeepers and check previous employment references, just the same as any other company taking on new staff. No housekeeper goes out on their own or is assigned clients until they have had comprehensive training with our supervisors, who evaluate new employees closely.
  • 5. When does our housekeeper start?
  • We always try to assign housekeeper to client as quickly as possible, but there will be times when we will need to recruit and train new housekeepers before we can give clients a regular, exclusive housekeeper of their own. This is entirely dependent on availability of good, trained housekeepers in your area at the time of your signing up with us.
  • 6. Do we have the same housekeeper at the same time each week?
  • Yes. The same housekeeper will visit at the same time each week, based on your preferences pre-arranged with the management team. However, there may occasionally be a change of day or housekeeper in the event of Bank Holidays or sickness of staff. If either affects your service, we will always contact you first.
  • 7. Which method of payment do I use?/How do I pay for the service?
  • We prefer that our clients pay by online banking, direct debt or Standing Order. However, if you would prefer to pay by cheque, this can be arranged. The normal procedure is that your housekeeper will collect cheques on specified visits or clients post cheques, allowing for the postal system delay. We do not accept cash payments.
  • 8. Am I tied into a contract?
  • No. We do provide you with a Terms of Trade document, which outlines all our working procedures. But there are no hidden costs or lengthy cancellation contract terms with our service. The only thing we do ask is that if for any reason you don’t wish to continue with our service, you give us two weeks’ notice before cancelling.
  • 9. Do I provide the cleaning products?
  • Not unless you want to! We provide all of our housekeepers with their own cleaning kits, which they can top up from our COSHH approved stores. Clients are expected to provide bin bags, a vacuum cleaner and any specialist products they wish our housekeepers to use, along with instructions on how they are to do so safely.
  • 10. A family member suffers from allegys. Can you service take this into account?
  • Yes we can clean and aviod the use of products that aggrivate allerys however if this involves the use of special product we would ask you to supply these..
  • 11. What type of service is actually provided?
  • Depending on what an individual client requires, we provide straightforward cleaning to a full housekeeping service, or a combination of both. Our rate is based on price per hour but please be aware that the more housekeeping and/or tidying you require, the more time needs to be allotted for the visit.
  • 12. I would like a one off spring clean can you help ?
  • We can provide this service however it is subject to staff avalibllty.
  • 13. What if I’m not happy with my housekeeper?
  • We provide a high quality housekeeping service, tailor-made to individual, changing requirements. But if for any reason you’re not happy with the service you’ve received, you can contact the office management team and we’ll do everything we can to put it right. We are proud to say that we rarely receive any complaints, but when we have, we’ve found nearly all of them have been easily resolved. Full details of our complaints procedure are outlined in our Terms of Trade document. We also operate a Visit Book system, which can be used for clients to communicate with their housekeeper (if not able to do so face to face) if they prefer this approach, or the problem is fairly slight.
  • 14. I’m interested in working for Email Mum, how do I go about applying for a job?
  • Email Mum are always on the lookout for hardworking, reliable and trustworthy staff who take pride in their work and would like to be part of a friendly, loyal team. If you feel that you could fit the bill, then please visit our Recruitment page here on the website. You can apply email or telephone us if you prefer (see Contact Us for details). Though we may not have positions available at the time of application, we will always do our best to find clients for the right kind of staff member, so it’s always worth getting in touch.

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