Questions to ask a cleaning service before the first visit

You've found a cleaning service that looks promising, but before you book them into your home, you need confidence they'll turn up, do the work properly, and respect your space. The right questions aren't about interrogation—they're about clarity. A trustworthy cleaner will answer them directly and without defensiveness. Here's what to ask and why it matters.

Will they show up at the agreed time and stick to a schedule?

Ask: "What happens if you're running late, and how do you confirm the appointment with me?"

This matters because a late arrival wastes your morning or evening, and poor communication leaves you waiting or making unnecessary calls. A good answer includes specifics: they'll text or call you an hour before, or they use a booking system that sends you automatic reminders. Watch for vague responses like "We're usually on time" or "I'll let you know." You want to hear about their actual system—do they confirm 24 hours in advance? Can they reschedule if life happens? If they're dismissive about the question, that's your warning sign.

What exactly will they clean, and what's off-limits?

Ask: "Walk me through what you'll clean in each room, and what I need to do beforehand."

Different cleaners have different standards. One might include inside the oven; another won't touch it. Some clean inside cupboards; others only surfaces. You also need to know what you're responsible for—do they move small items, or do you clear surfaces first? A reliable answer is detailed: "We'll dust and wipe all surfaces, vacuum carpets, sweep and mop floors, and clean bathrooms. You can leave items on the desk and we'll work around them, but we'll appreciate it if you put away clothes." Evasion sounds like "We clean everything" or "You'll see when we arrive." Pin down specifics before the first visit so there's no disappointment.

How will they access your home, and how do you protect your valuables and privacy?

Ask: "How do you handle keys or access codes, and who has copies?"

This is about security and your peace of mind. You need to know whether they'll keep a key in your lockbox, whether you'll be home, or how they access the property on repeat visits. A professional answer shows they've thought it through: "We keep your key in a secure lockbox in the garden, and only the assigned cleaner knows the code. All our staff sign a confidentiality agreement." They should also be clear about what happens with valuables—do they ask you to secure jewellery and cash, or do they take responsibility for not moving certain items? If they're vague about security or seem unconcerned about privacy, reconsider.

What happens if something breaks or goes wrong?

Ask: "Are you insured, and what's the process if damage happens?"

Accidents occur. A wine glass gets knocked over, a tap is damaged, or a rug gets stained. You need to know they're covered and how claims are handled. A solid answer is: "Yes, I'm fully insured for accidental damage. If something happens, I document it with photos and you lodge a claim with my insurer. Here's my policy number." Ask to see evidence of their insurance. Be cautious if they say "I've never had an accident" or "We just work carefully"—that's not an answer to your question. Insurance is the professional standard.

Before the first clean, also confirm their cancellation policy, how long they'll stay, and whether they'll need to use your water and electricity. A cleaner who answers these questions clearly and patiently is showing you they're organised and respect the job. When you're ready to book, Strove makes it easy to compare verified cleaners, read reviews from other South African homeowners, and message them directly with these questions before committing.