FAQ's, listed by topic..

Do I need to be home to let the housekeeper in?

No.  You can certainly be home if you wish, but its not necessary.  Our system is designed to work best when no one is home, as it doesn't require our clients to show the housekeeper around, and they can come home to a completely cleaned home instead of one that's in progress.  Most of our clients prefer to come home to a finished cleaning, so they can have that "aahhhh" moment.  However, we understand and respect that this is YOUR home, so we will do whatever you are most comfortable with, and if that means working around you, we're happy to do it!    

What options do I have for accessing my house if I'm not home?

We have a number of options that we can draw upon, so we just need the right fit for you.  The only thing we won't do is leave doors unlocked.    Common access options are...

Door codes

Garage codes

Hidden keys

Client lockboxes

Our lockboxes

Spare key given to our office

Can I just give you a key?

We only accept keys if there are no other options.  This is because any key that is given to the office will be copied multiple times.

Do I need to be gone while the cleaning is taking place?

No.  We can work around you if you're home.  However, most of our clients like to be gone so they can come home to the house being all clean at once...and get that "ahhhhhh..." moment!  But the choice is yours.

Can I just leave the door open?

No.  While our housekeepers are trustworthy, we never know who is in your neighborhood watching.  We cannot be responsible for a stranger on the street who passes by.

Where does a lockbox go?

Our lockboxes, should you choose this option, go in discreet places...NOT on your front door knob.  Lockboxes in general need to be out of weather elements, and attached to something either immovable, or at least really heavy.   Common locations are water meter pipes, back door knobs, legs of BBQs, etc.  Each home is different and has different options.  A lockbox installer will determine the best location, and if you have a spot that you like, we can probably put it there.

Do I need to be home for a lockbox to be installed?

No.  If you are not home, the lockbox installer can take care of that for you and you'll be notified as soon as its done.

How do I access the lockbox?  Can I use it?

Yes, you can!  Once you know the location and code, simply follow these directions:

1. Peel back black rubber flap from top to bottom to expose dials

2. Enter your code exactly

3.  Gently press the front compartment and release, it should pop open exposing the key chamber (and your key).

To close:

1.  Return key to the chamber

2.  Hold door closed with one hand, while simultaneously scrambling the dials to any number other than your code.  This locks the door.

3.  Replace black rubber dial protector

Are there any charges for the lockbox?

You will only be charged for the lockbox if you damage it.  In which case, you would need to pay the price of the lockbox itself, which is $30.   If we feel that the potential to damage the lockbox is high, the office may ask you to pay a $30 deposit, but this will be refunded within 3 months, assuming the lockbox is not damaged.

What is your security policy when it comes to lockboxes?

Unless speaking to the client face-to-face so we can be sure of your identity, we will never list the location AND code in the same place.  So, for instance, if the lockbox is installed while you are not home, you may be emailed with your code, but a voicemail will identify the location, etc.

Can I move a lockbox?  Can I change the code?

No.  Please do not move or remove a lockbox.  Please do not change the code.  If you wish any of these things to be done, please contact us and we will send out the lockbox installer to make these changes for you, free of charge.   If you remove a lockbox or change its code on your own, you will be asked to pay for the lockbox so that its yours.

Arrival Times:

When will my housekeeper arrive?

If your timeslot is an exact one, your housekeeper should arrive within 15 minutes of the official arrival time.  If your timeslot is a flexible one, the housekeeper will arrive within the perimeters promised.

Does the housekeeper ever arrive late?  If so, what happens?  Will I be notified?

Yes.  Sometimes, due to unforeseen circumstances (traffic, previous house taking longer than normal to clean, etc) a housekeeper may run late.  We try to keep this to a minimum, but it does happen.  If the housekeeper is going to be more than 15 minutes late, you will be notified.

Billing and Payment Options:

How do I receive an invoice?

You can receive invoices via mail, email or both.  This is up to you.  Simply let us know your preference.  If we don't hear from you, we usually send them via email.

How often do I get an invoice?

Once per month.

Does my invoice include the dates of the cleanings on it?

Yes.  This is not to be confused with the invoice date.  Each invoice has the date it was generated, the date it is due or past/due, and the dates of each cleaning (along with any details).

I got multiple invoices, what does this mean?

If you received multiple invoices, its because your account is past due in some way...either you missed a payment or maybe only partially paid your previous invoice.  Please do not ignore these.  Feel free to call or email us if you have any questions about it, or if you feel its an error.

When will I receive an invoice, and what cleanings does it cover?

Invoices are sent once per month, on the last day of the month, and cover cleanings that have already taken place that month. We do not bill in advance.

Can I just leave a check at the house for the housekeeper to collect?

No.  Our housekeepers work all over Portland metro and rarely  come into the office, so your check would most likely be incredibly late in its arrival.

When is the invoice due?

The invoices and statements are due upon receipt.  However, they will not be considered past due unless they are over 30 days late (ie, the next billing cycle comes out).

If I'm late in paying, will there be a fee?

A late fee of $25 will be charged if your account is 30 days or more past due.  If its less than that, no late fee is assessed.

What forms of payment do you accept?

We accept credit cards and debit cards (as long as they are associated with Visa or Mastercard).  We also accept checks, bank checks, and cash.  We also now offer ACH transactions.

Can I just have you automatically bill my credit card?

Yes, and its easy and FREE!

Start by placing your card (credit or debit) on file in the customer portal.  Next, send us an email saying that you want to sign up for our Auto-Pay.  That's it!  

What if I overpay?

The over-payment will be rolled over to the next month as a credit.

What is your security policy for credit cards?

We use a secure server dedicated to processing cards. Your data is encrypted, so we can't even see it once its entered.      Since we strongly believe in keeping security tight, we ask that you not give us card information via email or text.  Please call in with that data or enter it directly into our secure server on the customer portal.  Its ok to leave it on voicemail, as it will be entered and deleted, but please do not email us that data.

How does ACH work?

You can use your bank information to make a payment on our secure customer portal.  However, we do not store this data to be used in Auto-Pay, so if you're wanting automatic payments from your bank, you'll need to use a debit card in our secure portal.  Follow the instructions as if it was a credit card (see above).

Cleanings:

Do housekeepers only do what's on the list?

For our flat rate clients, an "Extra Task" (a tasks that is NOT on your list, takes no more than 5 minutes and is chosen by the housekeeper) is built into the plan and included.   If you want more than one extra task, let us know as that is an option, though it does come with a very slightly increased rate.  Similarly, if you don't want this feature, you can omit it from the plan and that will result in a slightly lower rate.  Since different housekeepers see different things, it is recommended that if you want something done, be sure to contact the office and add it to the list.  The housekeeper will list the extra they chose to do on your cleaning receipt (see the bottom, just before their note) so you can see what was done.  Note:  if you leave them a note with a request of an extra task that isn't too big, they may opt to do that as their "Extra" for the day.  

Our hourly rates do not come with "Extra Tasks" as they are not task-based, but rather hourly.  

Is there anything your housekeepers will NOT do?

Yes.  Here's a list:

1.  Nothing outside the realm of housekeeping...ie, baby-sitting, office work, cooking, home health, etc.

2.  Nothing outside of the house (except for front porch cleaning and the occasional outside of a glass door).

3.  Window washing, inside and out.  For this, we recommend you get a window-washing company.

4.  Cleaning or picking up animal or human fluids, feces, etc, outside of what is normal on a toilet seat.

5.  Washing floors on hands and knees (this is because of health reasons.  We need our housekeepers healthy!)

6.  Moving heavy furniture or objects (for the same reason).  Items like beds, sofas, refrigerators, etc.

7.  Using a product on a surface that would be potentially harmful to the surface (ie, using vinegar on a wood floor).  It is important to us that we use only products that will leave your finishes intact.  This is also a requirement of our insurance.

8.  Unclogging drains or toilets

What kinds of cleanings do you offer?

Maintenance

These are our most popular cleanings.  They can be done in a variety of levels of depth and are completely customized to your needs based on our walkthrough assessment.

Deep Cleans

Also known as "spring cleaning" for some, these require a little more in-depth versions of our maintenance cleanings and usually have some other components (inside fridges, washing trimwork, etc).

Post Construction Cleanings

Like the name implies, these are done when construction is done and all that construction dust needs to be removed.  These are more extensive, usually heavily focused on dust removal and are always done on an hourly basis.  A deposit is usually required as well.

Move-In Cleanings

Similar to the deep cleaning, only tasks are altered to also include things like inside of cabinetry.  Basically getting it all ready to move in!  These are done on an hourly basis only.

Move-Outs

While similar to the move-in cleanings, this package also comes with before and after pictures for you to have in case you need proof for a landlord. Its also recommended that you have a list from your landlord on what is required so we can be sure to get all those tasks and get you your deposit back! These are done on an hourly basis and require a deposit.

Pre-Market Cleanings/Staging Cleanings

These are done for those who are putting their house on the market.  We recommend doing this BEFORE pictures are taken so we can make sure your listing shines!  Emphasis is on tasks that show up in pictures or are obvious to prospective buyers during a walkthrough.  For the staging version, this refers to if you have a professional stager, in which case, we do not dust or clean their furniture nor move any items from their staged position.

Our Housekeepers:

Are your housekeepers subject to background checks?

Yes.  Prior to hiring, all housekeepers have a thorough background check, both federal and state.  If they're background is not clean, we don't hire them.

Are your housekeepers trained?  If so, how long?

Yes, all housekeepers are trained.  The training period can last anywhere from 1-5 weeks, depending on the person and their previous experience.

Does a housekeeper's work ever get double-checked?

Yes.  We have random checks that are done (at random) by Heidi's Housekeeping staff/management.  You'll be notified ahead of time if your home was chosen.  OR, you can request one if you wish.  If you suspect a surface isn't being cleaned well enough but not sure due to other factors, this is a great way to get that resolved.  Just contact the office and we'll schedule a check, looking into that surface for you.  You can be home during the check, but its not required. 

Will I get the same housekeeper each time?

We cannot guarantee you'll have the same one.  However, you can lower the number of housekeepers coming by giving the ones you like good reviews!

What if I don't like the housekeeper that is sent?

Give the housekeeper a negative review or rating and will not send him/her again.  You can do this on our site or via email.  Here's a link: https://sites.google.com/site/heidishousekeepingllc/meet-our-team

If I give a negative review, does that housekeeper get fired?

Not necessarily.  We first try to identify the problem and resolve it with training.  This is where specific details in your review can help us tremendously.  If it cannot be resolved via training, or it the offense is a huge one, the housekeeper may be fired. Note:  You can leave a review anonymously if you prefer.  Just use the same link above.  Note also:  This link can be found at the bottom of our emails to you, as well as on your cleaning receipt for easy access.  This is the same link used for positive and negative reviews.

What if I like a housekeeper and want him/her to keep coming?

Give the housekeeper a great rating or review, and this makes them more likely to come again.  Use the same link as listed above.

Can I call the housekeeper directly?

No.  Please call or text or email the office.  We'll make sure the appropriate housekeepers gets the information.

Can I get a housekeeper to do side work for me?

No.  Please do not solicit our housekeepers.  They are under contract not to do side-work for our clients, nor take our clients on as their own.   If you solicit them, you will put them in the awkward position of having to disappoint you...and potentially get in trouble if they say yes!   Additionally, if the office finds that you are soliciting our housekeepers, we will most likely discontinue our services with you.  

We understand that you don't have to use our company/services.  However, if you choose not to, please find a housekeeper outside of our network/employ.  Doing this hurts our business and our housekeepers in the long run.

Do I need to tip the housekeeper?  What is a standard tip amount?  How do I do that?

You do not have to tip a housekeeper.  Tips are appreciated, but never expected.  If you wish to tip, a 15% tip is an industry average.  However, we do not expect you to tip.  This is entirely up to you.    Any tips received go directly to the housekeeper doing the work.  The office does not take a cut, and housekeepers who didn't clean for you don't receive any portion either. If you want to leave a tip, there are couple ways you can do it:

1.  Leave it in a prominent place (ie, kitchen counter) with a note saying its a tip.  NOTE:  Money just left laying around will not be taken by a housekeeper..it must be designated as a tip by you!   

2.  Give them the tip personally when you see them.

3.  Send in a tip with your payment, or send a separate check to the office.  Either way, please designate that its a tip (either write it in the check memo, or write a note, or email us, etc) because if we have no other data, we will assume that you over-paid your account and your account will be credited the next month.     

4.  Simply use the tips section when paying your invoice online.  Designate a percentage or your own amount.  We'll make sure it gets to the right housekeeper and that they know its from you.

Do I need to show the housekeeper around or give them instructions?

No.  All details should be captured on your cleaning list (its important that your list is up-do-date and accurate so you can get the cleanings you want!), we'll take care of the rest.

How do I know which housekeeper is coming?

Log in to the customer portal and once the visit is assigned to the housekeeper, you'll see who as well as their picture for reference.  Note, its rare, but this is subject to change (ie, a housekeeper is sick last minute and we have to send someone else).  

Pricing, Plans, Tips and Fees:

What is the difference between a flat rate plan and a per-hour plan?  Which one is best?

95% of our clients prefer the flat rate plan, as it comes with a guarantee of tasks to be done, regardless of how long it takes.  With this plan, the cost is always the same as you're paying for tasks, not time.  Nothing should be skipped unless rendered inaccessible, and you come home to a completed job each time.  The flat rate plan is usually more affordable too.

Some of our clients use the per-hour plan.  This plan makes the most sense if you're needing drastically different tasks done each time, making the flat rate impossible.  The per-hour plan guarantees the time worked, but not the tasks.  If you clean your own home and just want misc help here and there that will always change, the per-hour plan might be the best choice for you.  

Also, move-out cleanings, staging cleanings and post construction cleanings are always done in a per-hour setup as we don't know how much work is needed until we start.

If I want a one-time cleaning, how is that priced?

Generally, one-time cleanings are billed on a per-hour basis.  Our hourly rate is $61 per hour.  We send our faster housekeepers for hourly jobs so you can get the most for your money :)   You can place a cap anywhere you wish. 

What is your policy on tipping?

Any tip needs to be obvious.  We have clients who leave money around and we do not want to be accused of theft, so its important that its very clear that it is indeed a tip.  If its not, the housekeeper will not take it.  You can make this clear by either handing it to them, leaving a note mentioning it, or putting it in an envelope with their name on it.  OR, you can send it in with your payment.

All tips go to the housekeeper to whom they apply.  The office does not take a portion of it, nor do we split it up among housekeepers who weren't doing the cleaning.

Can I send a tip in with my payment?  Will it get to the right housekeeper?

Yes. But please be sure to let us know that it is a tip (you can email us, leave us a note, write it in the check memo, whatever works for you) so we don't assume its an over-payment and credit your account.  Any tips sent in will be sent to the appropriate housekeeper.  If you don't know their name, we'll look it up for you and make sure the right one gets the tip from you.

What are any fees that I can expect, other than the cleaning costs?

There are only a few fees that may come up, but only under certain circumstances.  They are outlined here:

A $25 late fee is added IF you are 30 days late in paying your bill.  This is a one-time fee per invoice and is not compounded.

A $75 No Access fee is added IF we are unable to access your home at the regularly scheduled cleaning time, and it is no fault of our own and we were not notified at least 24 hours in advance that you wanted the cleaning cancelled.  We need to pay the housekeeper for the missed hours.

Scheduling, Rescheduling, Cancellations, Adjustments:

Do I have to be a on a recurring schedule?

No.  You can simply call in when you need one if you wish.  If its been a long time since your last cleaning, the job may have to be done on an hourly basis.

What are my frequency options for a recurring schedule?

Daily (weekdays, or any certain week days, no weekends)

Weekly

Bi-Weekly (every two weeks)

Monthly (this is actually every four weeks)

What if my recurring cleaning falls on a major holiday?

You will be notified via email and the cleaning will be automatically skipped if we do not hear from you.  If you want to reschedule, simply reply to the email (quickly, as timeslots around holidays are limited) and we'll look into options for you.  Sometimes, we have a housekeeper who actually WANTS to work on a holiday, in which case, we'll notify you of that possibility.  Holiday rates may be slightly higher..you will be notified if that is the case.  If your cleaning is skipped due to no-response from you, your next cleaning would be your next regularly scheduled cleaning day.

Can I get a cleaning on a weekend?

We have very few staff members working on the weekends, so options are limited.  However, sometimes we can accommodate you, so its always a good idea to ask!  Give us as much notice of your request as possible, and we'll try our best and let you know either way.

How much notice do I need to give to cancel a cleaning?  Is there a cancellation fee?

Please give us 24 hours notice.  We do not charge a cancellation fee unless we are not given 24 hours notice.  If the cancellation is last minute and this has happened more than once, there's a $75 fee.

What if I forgot I had a cleaning and the housekeeper can't get in?

It is recommended that you get a lockbox or some "plan b" alternative so that this does not happen.  When we schedule your cleaning, we devote that timeslot to you and no one else and if we cannot get in, the housekeeper is out of hours and the company loses money.  This is why we charge a $75 no-access fee if this happens. This helps us at least pay the housekeeper for their travel time and time trying to get in as well as missed hours of work.  You can avoid this scenario by having an alternate way the housekeeper can get in in case you forget.  We also send reminders via email and text a few days ahead of your cleaning and another text when the housekeeper is in route to avoid this scenario

If I reschedule one cleaning in a series, does that change my next scheduled cleaning date?

No.  If you are on a recurring schedule and change only one cleaning, then it has not effect on the other cleanings scheduled.

Can I make a change to my cleaning last minute?

Yes, as long as you give us 24 hours notice we can usually accommodate that.  If you're wanting an extra task done that is large, we may need to schedule that for another time though.   Please do not ask your housekeeper to make changes on the fly or about future cleanings...instead, please contact the office so the message gets through.