A professional cleaning service should give you the scope in writing, send the same people, turn up when they said, carry insurance, and tell you honestly when something is not a cleaning job. Everything else is negotiable.
What is reasonable to expect
| Expect | What it looks like in practice |
|---|---|
| Scope in writing | A list of what is included and what is not, agreed before the first clean |
| Consistent people | The same technicians by default, with notice when that changes |
| A realistic arrival time | A specific time or a window under two hours |
| Insurance | Public liability across every job, and they can say so without checking |
| Screening | A police check as a minimum; NDIS Worker Screening for NDIS and aged care work |
| Their own equipment | Everything brought with them unless you have asked otherwise |
| Honest advice | Being told when a job needs a trade, or when you do not need a service |
| A way to raise a problem | A person to call, and a response |
What is reasonable for them to expect from you
It runs both ways, and the arrangements that last are the ones where it does.
- Access arranged and working — a key safe code that has changed is a wasted trip
- Personal items put away, so the time goes on cleaning
- Pets secured or their arrangement explained
- Notice when you need to cancel or move a visit
- Feedback said out loud rather than saved up
- Realistic expectations about what fits in the booked time
What is not reasonable to ask
Being clear about this protects both sides.
- Personal care, medication support or anything medical
- Health or plan advice from a cleaning business
- Electrical, plumbing or any licensed trade work
- Decisions about what of yours to throw away
- Moving heavy furniture alone
- Adding a room to the scope without adding the time for it
- Guaranteeing a bond return — that decision is your agent's, not a cleaner's
Warning signs when choosing
| Sign | What it usually means |
|---|---|
| Will not put the scope in writing | The scope will drift, and disputes will follow |
| A different person every visit | Nothing accumulates; you re-explain constantly |
| A four-hour arrival window | Their scheduling problem, handed to you |
| Cannot answer whether they are insured | They probably are not |
| Quotes without seeing the property | The number will change, or the quality will |
| Guarantees a bond return | Nobody can guarantee an agent's decision |
| Offers services outside their scope as a favour | A boundary problem, not generosity |
How to raise a problem
Say it early and say it specifically. 'The shower screen was missed' is actionable. Saving up six weeks of small things helps nobody, and most cleaners would far rather hear it in week one than lose the client in month three without knowing why.
We clean across Melbourne's eastern suburbs from our base in Croydon. Tell us what you need and we will come back with a clear answer, usually the same day.
Frequently asked questions
Should I tip my cleaner?
It is not expected in Australia. If you want to recognise good work, a review or a referral is worth considerably more to a local business.
What if something gets broken?
A professional service tells you straight away and carries insurance for it. Hiding it is the actual problem, not the breakage.
Can I ask for a different cleaner?
Yes, and it should not be awkward. Fit matters, particularly for a service that comes into your home regularly.
3 Piglets Cleaning
We are a Croydon-based cleaning company serving Melbourne's eastern and south-eastern suburbs. Our technicians are police-checked and fully insured, and those working with NDIS participants and older clients hold NDIS Worker Screening Clearances. More about us.
