Cleaners FAQ

What is the registration process?

The registration process is very simple:
1. You fill out this form.
2. We will contact you about the background checks necessary to list on Helpwiz.
3. We will review your listing, and may make suggestions prior to going live.
Once these checks have passed, you are listed on the site.

Can I set my own prices?

Yes. You aren't working for us, so we would never try to control any aspect of your pricing or your schedule.

When I change my list price, do all customers automatically get updated?

No. You can independently update any customer's pricing to your current rate, but you must do this manually. When you bring existing customers onto the site, you can set individual prices for them.

How much does it cost to register?

Registration is free. But you do have to pay commission, see below.

How does the commission work?

We manage all payments, and automatically take payment from clients when a job is completed. We pay all credit card and payment processing charges out of our commission. You pay us £2.50 per hour in commission, and we transfer the net to your bank account directly. To simplify setting your price, we ask you to set your take-home rate, and we add the commission to the client transparently.

Do I have to have public liability insurance?

We strongly recommend you get public liability insurance - otherwise you are solely liable for any and all damages arising from your work, with no limit. We recommend getting your own insurance. You can do this here:

Can a limited company sign up?

No. If you have a limited company, you can still list as a self-employed individual, but you cannot make a listing for your company.

Can we Work in Teams?

No.

How do the ratings work?

There are two ratings:
Your reliability rating: This goes up with every bill, and down with any booking cancellation, rejection or missing bill.
Your customer rating: This is the average rating that customers have given you for your work.

How do I build up my ratings, when I'm new?

The most important rating is your reliability rating. Things to remember are:
Never reject a booking
Never cancel a booking unless completely unavoidable
Keep your timeline up-to-date, so you're free when clients think you are
Make your work area the right size, so you can get everywhere inside it

Can I set the area where I work?

Yes. You can set the area either by distance from your home, by drawing an area on the map, by choosing areas nearby or by travel time. You can also limit your travel time between jobs.

Can I cancel a customer?

Yes, you have full control over all your bookings, including the ability to rearrange and cancel as you see fit. Your reliability rating will go down, though.

Can a customer cancel me?

Yes. Your reliability rating will go down though.

What happens if a customer refuses to pay?

Customers have a legal responsibility to pay, that they have agreed to in accepting our terms and conditions. We take their payment details in advance, and check for fraud and other payment issues. Sometimes a customer will dispute a payment, in which case we talk to them about why they've done it, and suggest a course of action.

But suppose the customer still doesn't pay?

We will not take payment from a customer who absolutely refuses payment. If we feel that their position is unfair, we will ban them from making future bookings. We will not, however, act as a debt-collector for you.

Can I complain about a customer?

Yes. When you cancel a customer, you can include a formal complaint about them. If a customer gets more than two complaints from different cleaners, they will be banned from the site. On many occasions, if the complaint relates to safety, we may ban the customer after a single complaint. If the customer has behaved in an illegal way, you should of course immediately report them to the police.

What happens if a customer doesn't let me in the house?

They still have a legal responsibility to pay.

What happens if I just don't turn up?

Your reliability rating will go down, and we may also remove your listing, if you did not communicate adequately with the client beforehand.

How do you work out the number of hours?

We allow customers to set the number of hours. We also provide a calculator that gives enough time to do a standard clean, based on the size of the house. If further adjustments are needed, these can be made after the first clean. If you need extra time, you should agree it with the client before doing more.

How do I take time off?

You are responsible for your own time. Please book holidays on your timeline - this cancels overlapping cleans, and explains to the client that this is because of time off. Because we don't employ or control your work in any way, there is no approval process, you just book and go.

Can I make private arrangements with Helpwiz clients?

No. This is a breach of our terms and conditions, and would result in immediate de-listing, banning, and the cancellation of all your bookings. We detect 90% of attempts to do this on the first attempt.

Can I look at other cleaners' details on the site?

You can search for a cleaner, and see what an end-user of the site would see.

Do I have to be Registered as Self-Employed?

Yes. The full information for what you need to do is available on https://www.gov.uk/set-up-sole-trader. You will need to:
Register as a sole trader
Fill out a self-assessment tax return
Pay Class 2 and class 4 national insurance contributions
Keep all receipts for business expenses so you can deduct them from the tax you have to pay.
If you use a car for work, you will also need to check your insurance policy allows for business use, and update it if not (otherwise you may be driving illegally).
See our [self-employment guide] for more information.

What sort of prices should I be able to charge?

You will normally be able to charge between £9 and £13.50 per hour for repeated cleans, depending on:
Your rating.
Your experience
Your location (rural locations charge higher because of travel costs)
Your equipment and approach
Initially, you may wish to list at a slightly lower price until you can build up a reputation. The lower your price, the faster your timeline will fill up.