Professional maid and cleaning service in Newcastle, Gateshead, North and South Tyneside…

When do I pay for my cleaning?

If you choose to pay on cash the cleaner will collect this at the end of the job. If you pay online with a debit or credit card a hold will be put on the card when you book. No money will be taken at this stage. Money will only be taken out of the account once the clean is completed.

Which kinds of payment do we accept?

We accept cash, major credit cards or debit cards. Unfortunately we cannot accept cheques. Our online payment system is extremely secure and is encrypted to PCI Level 1.

What can’t our cleaners do?

Due to insurance reasons our cleaners cannot clean exterior windows, remove animal waste, carpet clean, remove mould or move heavy furniture.

Can I tip my cleaner?

Yes you can tip your cleaner. 100% of the tip will go to them as well. Another great way of giving feedback is replying to our follow up email asking you to rate your cleaner. They love knowing they’ve done a great job.

How do you vet the cleaners?

Here at Maid Up North customer satisfaction is our number one priority. To ensure we only recruit the best cleaners they go through a rigorous hiring process. First, they are referenced checked and then they are interviewed. Following this up they are frequently evaluated by a senior member of staff to make sure they are up to our high standards.

Will my cleaner bring their own supplies?

Your cleaner will arrive with everything they need to clean your home. Some of our customers prefer if we use their products as they like certain smells in their house. Just let your cleaner know when they arrive if you’d like them to use your own supplies.

What if I need to rearrange or cancel a booking?

If you need to cancel a booking you can do so by logging into our online system or by calling us on 0800 689 4184. We ask that you give us at least 24 hours notice. Failure to do so will incur a £15 cancellation charge.

What will you clean?

Hourly Rates: To fit your needs if you purchase an hourly clean you can dictate what the cleaner does. If there’s any areas you’d like them to focus on just let them know. You can do this by making specific requests in the comments box on the booking form.

Flat Rates: For our flat rate bookings cleaners will stay until they complete the job no matter how long it takes. This is a great option if you need to make sure everything will be cleaned in time as it is our guarantee. Cleaners will follow a checklist which you can find in the services page. If you’d like them to concentrate on a particular area just let us know.

Do I have to be there when the cleaners arrive?

The first time you book a cleaner we recommend that you are present for at least the first clean. This means you can meet the cleaner and show them the areas you would like them to cover or concentrate on. As all our cleaners are vetted and have their own Public Liability Insurance it is perfectly safe to leave them alone in your home. After the first clean most of our recurring customers give a key to the cleaner so you don’t have to be there to let them in. This means more time for you to do what you want with!

Will I get the same cleaner every week?

We endeavour to provide the same cleaner each week for recurring appointments. Sometimes your cleaner may not be able to make it for one reason or another. In these instances we will contact you and arrange for another cleaner to cover that specific shift.