Please contact the office with your request. We will make every effort to help. It always helps to give us as much notice as is possible and to be flexible with the timing of the appointment. Please be aware that our helpers have other appointments and that it is not alway possible to meet your first choice time with your current helper.

Please contact the office and tell us when you would like the appointment to be scheduled. We will make the necessary changes for you.

Should a scheduled visit fall on a bank holiday it is Cinderellas policy that all helper's are entitled to have the day off. However, your helper may choose to work on this day and will leave a notice outlining their preference/availability.

If you require assistance we would ask that you contact the office to outline your requirements. If the office is not contacted, regardless of your helper's availability, we will not send anybody on this date as we will assume that you do not require a helper on this date.

If you wish to reschedule your day we would appreciate your patience and flexibility owing to the high volume of similar requests we receive at holiday times.

The helper will leave a tick list that shows which tasks they have completed.

Our helpers will stay for the full duration of the appointment. Please always ensure the helper is given additional tasks that they can undertake should they have time available.

Please contact the office to tell us the dates of your holiday and whether you wish the helper to continue coming to your home while you are away. If the appointments are to continue then please provide us with an emergency contact number.

If your regular helper is unable to work due to sickness or holidays we will contact your to determine whether you would like us to supply a replacement helper.

A great deal of time and effort is taken to recruit our helpers. Many come to us by personal recommendation from neighbours, friends and colleagues. Helpers often tell their friends, who are looking for work, about our agency. We pride ourselves on making our agency a friendly and professional place for our helpers to find work. Others we recruit through advertising. This recruiting process is lengthy and thorough as we are extremely particular as to whom we allow to represent Cinderellas. Only around 5% of the people we interview meet the standards we set for our helpers. We recognise that maintaining an excellent standard of helper is as much in the interest of the agency as it is in the interest of our clients.

Stage 1:

All potential recruits must have a minimum of two work references of the highest order. One of these references must be from a domestic housekeeping role that they have held for six months or more. All work references are checked thoroughly along with personal character references. We also carefully check passports, proof of residence, work visas and other relevant documents.

We look for the following qualities in our helpers:-

- Must be a fantastic cleaner and have relevant experience.

- Must have a good level of English and good communication skills.

- Must be presentable at all times.

- Must maintain a professional and positive attitude towards their work.

- Must show commitment to their work.

- Must possess a pleasant and vibrant personality.

Once we are satisfied the potential helper possesses the above attributes they can then commence our training and testing program.

Stage 2:

Each new applicant takes a Practical & Written test.

The practical test includes the individual skill tests need for their role (e.g. ironing, cleaning, etc.)

A potential cleaner will be asked to iron a selection of clothes and to thoroughly clean and tidy a room. This is monitored and checked very thoroughly.

Upon completing the practical test, potential helpers are asked to complete a number of written questions regarding the tasks they have performed.

The results of these two tests allow us to see if a candidate possesses a good level of common sense plus the ability to read, follow and understand written instructions that we require of all of our helpers.

Should the applicant not meet any aspect of the practical & written tests, they are no longer considered suitable to work as a agency helper.

Stage 3:

Each new applicant must complete our training program and final written test.

Once new applicants have proved themselves worthy to work as an agency helper, they then progress to our training program, which details all of our high expectations and standards.

In the training session our HR Trainer discusses practical work techniques for each room of a home, cleaning product guidelines and safety, ironing/laundry methods, and helper/client relations. Each potential helper is given a cleaning manual covering everything discussed.

After the training session the potential helpers are asked to complete another written test, consisting of short answer questions. These questions are based on instructions contained in the Cinderellas Cleaning Manual and revise what has been discussed in the training session.

We expect all staff to achieve above 90% in this test.

Once an applicant passes through these stages successfully, we then provide them with a variety of jobs to assess their performance. After monitoring their progress carefully for one month and consulting with the clients for whom they have helped, an applicant is finally considered a Cinderella!

Each of our new applicants take both a Practical & Written test.

The practical and written test is tailored to the role for which they are being recruited.

The applicant first undertakes a practical test covering typical activities that will be performed as part of their role. They are then asked to complete a number of written questions regarding the activities that they have just completed.

The results of these two tests allow us to see if a candidate possesses a good level of common sense plus the ability to read, follow and understand written instructions that we require of all of our helpers.

Should the applicant not meet any aspect of the practical & written tests, they are not considered suitable to work as a Cinderellas helper.

Yes, we require references for all our helpers. They are checked carefully.

The same helper will come to your house each week. This is essential part of them understanding any specific requirements you may have. If the regular helper is on holidays or is sick then the office will contact you to check whether you would like a replacement helper.

We are happy to replace your helper at anytime if you are in anyway unhappy with the the service you are receiving. Alternatively, if you wish, we can work with your helper to try and resolve any issues. Please contact our office if ever there are any problems.

From time to time our office will contact clients to check on the quality of the service they are receiving.

We also periodically arrange with clients to undertake an unannounced spot check of the helper at the completion of their work.

Where required helpers also undergo refresher training at our office. It is our intention to improve our helpers skill sets and professionalism while with our agency.

The hour rate of pay that our helpers receive is linked to the time that they have been with the agency, the quality of their work and experience they have.

- The starting rate is normally £6/hr however this is increased for helpers with significant experience.

- After 3 months with the agency their rate increases to £6.50/hr.

- After 9 months with the agency their rate increases to £7.00/hr.

- After 18 months with the agency their rate increases to £7.50/hr.

- Further incentives up to £9.00/hr for longer periods of service.

All rate increases are dependent on the helpers having provided an excellent service to our clients.

We also give out awards and prizes at the end of each year to our helpers that have performed to the highest standard in a number of different categories.

Unfortunately our helpers do not stay with us forever. As soon as they have told us that they are leaving (they are required to give 2 weeks notice) we will let you know and start the process of organising a replacement for you. We will always try to find a replacement that most closely fits your requirements. We can organise a time for you to meet the new helper. If you are unhappy in any way with your new replacement we will continue to our efforts to find you a replacement that suits your needs. Please contact our office if ever you are unhappy with your helper.

Our prices are calculated as a simple hourly rate. This hourly rate includes the renumeration for the helper and the agency fee. We always make it clear to you the portion that is for the helper and that which is agency fee. The portion that goes to the helper is dependent on how long the cleaner has been with the agency and whether the work is a regular appointment or a one off appointment. The helper will always work for the the agreed number of hours. Please ensure that you tell the office or the helper what tasks should be done if there is spare time available after all the regular tasks have been completed.

Our rates are calculated on a simply hourly basis. There are no hidden costs. We will always outline the full cost before any work commences.

There are several different methods to pay your helper and our agency fee, please notify us of your preferred method when booking:-

1. Cash for the full amount of the visit to be left on the day of the appointment. The helper will then bring the agency fee portion into the office each week. This is our preferred option.

2. Separate cheques for the helper's fee and the agency fee to be given upon completion of helper's visit.

3. A cheque for the full amount of a visit to be left in your HELPER'S name on the day.

4. A bank transfer directly into your helper's account. (Must be made on day of visit)

5. Pay your helper their portion for the visit on the day, with Cinderellas to invoice monthly for our agency fee.

(If you wish to pay via methods 2, 3 or 4 please verify banking details with the office)

Please note that Cinderellas is a referral service only and will NOT accept payment on behalf of your helper. Payment is required to your worker upon completion of each visit.

We kindly ask that the correct money be left for your helper as payment, as they may not have any change when visiting you. Please keep your helper's 'ticksheets' as receipt of payment.

If these payment options are not suitable please contact the office to discuss your account further.

There are several different methods to pay your helper and our agency fee, please notify us of your preferred method when booking:-

1. Cash for the full amount of the visit to be left on the day. The helper will then bring the agency fee portion into the office each week. This is our preferred option.

2. Separate cheques for the helper's fee and the agency fee to be given upon completion of helper's visit.

3. A cheque for the full amount of a visit to be left in your HELPER'S name on the day.

4. A bank transfer directly into your helper's account. (Must be made on day of visit)

5. Pay your helper their portion for the visit on the day, with Cinderellas to invoice monthly for our agency fee.

(If you wish to pay via methods 2, 3 or 4 please verify banking details with the office)

The helpers visit the office every week to pass on any agency fee portion of the money they have received from clients.

Please note that Cinderellas is a referral service only and will NOT accept payment on behalf of your helper. Payment is required to your worker upon completion of each visit.

We kindly ask that the correct money be left for your helper as payment, as they may not have any change when visiting you. Please keep your helper's 'ticksheets' as receipt of payment.

If these payment options are not suitable please contact the office to discuss your account further.

All tips given to the helpers are completely retained by the helper they were given to.

When we recruit our helpers they are told that they will be paid at the end of each appointment (or week) by the client. It is important to the helper that they are paid promptly. This is also in line with the terms of the agency agreement. The helper is not employed by the agency but is assigned work with clients by the agency on a self employed basis.

The helpers visit the office every week to pass on the agency fee portion of the money they have received.

The agency is registered at Companies House and has its accounts prepared by professional registered accountants and filed annually at Companies House. We have happy to provide you with receipts when requested.

Yes - Please contact the office and we will be happy to have this arranged.

One off appointments have a higher hourly rate due to the additional administrative effort involved. Helpers who undertake one off work often have more fragmented diaries and consequently get paid a higher rate.

We accept credit card payments for one off jobs but require payment by cash, bank transfer or cheque for regular appointments.

Unlike many other companies we have no contract lock in. You can cancel a single appointment or the service completely by giving our office 24 hours notice.

Our helpers do not receive any payment for the time spent travelling between appointments. For this reason it is unfair to expect our helpers to accept appointments less than 2 hours.

When recruiting our helpers we undertake checks to ensure that they are legally entitled to work within the UK.

Cinderellas agency fee includes insurance cover for public liability and for any major damage a helper may be responsible for during their work time in your home. This insurance is not intended to cover minor accidents and low value breakage, but rather to cover major damages and disasters that may occur. Minor damages / small breakages must be paid for by the helper responsible. This ensures they remain responsible with your possessions and enhances their duty of care within your home. Should an incident occur that might affect your helper and/or your property, please report the incident within seven days of the event.

Our terms and conditions make it clear that any introduction of a agency helper to family, friends or associates, with the intention of further work, must only be done after first discussing this with agency Office Staff.

Our terms and conditions make it clear that the Client agrees never to make any financial / private arrangements with the worker other than those directly arranged by the agency. This also means that should a worker leave the agency they are still obligated under the terms and conditions of the agency to never work for a client introduced to them through the agency in a private capacity.

Your should let the office know as soon as is possible. If necessary we will send you an incident form for completion. This will enable us to determine the appropriate course of action. We require all incidents to be reported within 7 days.

Please be aware that minor damages / small breakages that are the repsonsibility of the helper must be paid by the helper. This ensures they remain responsible with your possessions and enhances their duty of care within your home.

The agency does have insurance to cover major damages / disasters that are the agencies responsibility.

Please contact our office and let us know about your concerns. We can work with your helper to resolve the problems or if you would prefer we can replace your helper.

Our office staff set very high standards for the level of service that we provide to our clients. If you are unhappy with the service you have received then please contact our office manager with your complaint. We are always seeking to improve our service and welcome genuine suggestions for improvement.

The use of bleach and acid products requires detailed knowledge of all surfaces they will be directly used on and those that may also receive collateral contact. Even on surfaces for which their usage is intended there may be a chemical reaction that could change the look and properties of the surface. For this reason the agency cannot take responsibility for their use.

Meeting the requirements of landlords for end of tenancy cleans is a specialist job that Cinderellas does not currently undertake.