How to Choose a Cleaner in London — What to Look For

A cleaning agency manages all aspects: recruitment, vetting, replacement cover for sick days, insurance, and quality oversight. Agency cleaners typically cost £18–£30 per hour in NW London. You deal with the agency, not the individual. An independent cleaner works directly for you — lower cost (typically £12–£20 per hour), often more consistent quality from a single person you get to know and trust, but you manage everything including cover when they are unavailable. A third option — property services companies like Hampstead On Demand — offers qualified staff and insurance similar to an agency while preserving the direct relationship with a named cleaner.

What happens if a cleaner breaks a valuable item? Agency cleaners are covered under the agency's public liability insurance. Independent cleaners may carry their own insurance — or may not. Ask explicitly. An uninsured independent cleaner who breaks a £500 vase puts you in an awkward position with no formal recourse beyond the small claims court. For high-value homes with irreplaceable items, insurance is not a nice-to-have — it is a requirement.

Most regular cleaners need access when you are not home. This means key holding, alarm codes, and a significant level of trust. How you handle this should be discussed before the arrangement starts. Options include: giving a physical key (discuss how it is labelled and stored), a key safe with a code you can change (a good compromise), or a smart lock with a temporary code. Ask how the cleaner stores your key and what happens if it is lost.

The most common complaint about cleaners is misaligned expectations — what you consider an adequate clean, and what the cleaner delivers, can differ significantly. The solution is a written task list. It does not need to be elaborate: a room-by-room list of what should be done at each visit. Agree which tasks are standard (every visit) and which are periodic (monthly deep clean of oven, quarterly window clean). Review and adjust after the first three visits. Most cleaning relationship problems stem from a failure to specify clearly upfront.

Some cleaners bring everything (professional-grade vacuum, all cleaning products). Others expect you to supply. Both models work — agree upfront. For specialist surfaces (marble, solid wood floors, engineered stone worktops, antique furniture), discuss product choices explicitly. Many standard cleaning products damage these surfaces — a good cleaner knows which products to use and avoids. If you have strong preferences for eco-friendly products or specific brands for allergy reasons, communicate this before work starts.

Our cleaners are insured, reference-checked, and local to NW London. We provide a replacement if your regular cleaner is unavailable. All cleaners on our team carry appropriate insurance and are registered for tax purposes.