Here to Help!
Customer Service is what we're about and our amazing support team are always on hand, whatever your query
All backed up by our Sparkleen Satisfaction Guarantee
At Sparkleen we recognise the importance of customer support for online services. Using our service is about making your life easier not more stressful so if you do need to get in touch for any reason we will go out of our way to help in any way we can. To contact us, please select an option below that best meets your support requirement. Also see FAQs below.
Frequently Asked Questions
How Can We Help?
WHAT ABOUT THE CLEANING PRODUCTS, DO I HAVE TO PROVIDE THOSE?
Sparkleen does not provide cleaning materials and it is key you have these for your clean. We recommend a vacuum/mop, cleaning cloths, a sponge/scour, toilet cleaner, limescale remover and an all purpose cleaner. For deep cleans you should also have an oven cleaner. Our cleaners are able to use all types of products including eco/homemade.
DO I NEED TO BE HOME DURING THE CLEANING?
That's really up to you. We would probably recommend that at least for your first clean you are home to meet your housekeeper and let them know any specifics or special instructions you might have, where to find keys etc. That said, if you can't be home, we can always take your instructions and pass those on to your cleaner for you.
HOW DO YOU MONITOR CLEANERS AND MAKE SURE I'M GETTING SOMEONE GOOD?
Customer satisfaction is our number one priority and we are constantly monitoring how our cleaners are doing. All of our cleaners are fully vetted, referenced and have a minimum of two years experience. We also use sophisticated algorithms as well as incentives to constantly review and reward our cleaners based on performance and feedback.
I WANT A FORTNIGHTLY CLEAN. HOW DO I MAKE REPEAT BOOKINGS?
Booking through our online system is simple. If you're looking for a regular, weekly or fortnightly clean just select our recurring cleaning option and follow the instructions. You'll be set up with a dedicated housekeeper & service manager and bookings will repeat automatically. You'll also receive reminders by email and text before each cleaning.
HOW DO I CANCEL MY CLEANING IF SOMETHING CAME UP?
Bookings can be cancelled up to 48 hours before cleans take place. On your initial booking email there is a cancellation button which is active until 48hrs before your booking is due to take place. If that's too tricky just get in touch to let us know by clicking the 'booking change' option above.
HOW DO YOU TEST YOUR CLEANERS BEFORE THEY START WITH SPARKLEEN?
Our cleaners are all highly experienced, fully referenced and vetted before commencing cleaning with Sparkleen. We also constantly monitor the feedback and star ratings of our cleaners to ensure only the highest standards of cleaning are adhered to. We wouldn't let anyone into your home to clean that we wouldn't have as our own housekeepers!
HOW MUCH DO YOU CHARGE AND WHY ARE ONE OFFS MORE EXPENSIVE?
Our standard pricing for regular cleaning is set at $24ph. We keep our pricing simple as we believe in getting the price right first time and keeping it that way. You'll find it difficult to find a better price combined with our quality level. One offs cost more as they are inevitably less attractive to cleaners so the market has driven a slightly higher price.
DO YOU CURRENTLY CLEAN FOR BUSINESSES AND OFFICES?
We do not currently offer a bespoke business cleaning service however if you are a small business or office looking for a regular cleaner, then many of our cleaners are experienced in commercial cleaning too and we'll be happy to assist. Just book in the normal way but let us know the details of the cleaning you require for your business on your booking notes.
ARE THERE ANY FEES IF I DECIDE I WANT TO CANCEL?
We're sure you won't want to cancel as you'd be missing out on our amazing service, but if you do need to cancel a specific booking then let us know within 48 hrs of the start of the clean. Cancelling in less than 48 hrs before means you will incur an $24 fee. See our T&Cs for cancelling recurring bookings.
I NEED A CLEANER AT SHORT NOTICE. CAN SPARKLEEN HELP?
For our standard cleaning service we require 48 hours notice. Otherwise you can use our totally amazing 'Last Minute Cleaning' service which allows bookings with less than 48 hours notice. Because the notice is so short we do charge more per hour for these cleans. But you can book a cleaner for arrival within 3 hours! Wow! Totally worth it!
WHAT IF I BOOK A CLEANER BUT THEN REALISE I NEED MORE TIME?
Sometimes there just isn't enough time for the cleaner to finish everything in the time that has been booked. When this happens the cleaner will prioritise and get to the unfinished business next time. If required, you can also increase the booking time with the cleaner on the day subject to their availability at that time.
WHAT HAPPENS IF MY HOUSEKEEPER DAMAGES SOMETHING?
We are committed to providing an exceptional level of service. However accidents may occur on rare occasions. Should this occur please liaise directly with your cleaner to discuss mitigating actions. If you are unable to resolve the issue directly with your cleaner do get in touch with us and we will always work with you to help find a resolution.
WHAT TIMES AND DAYS OF THE WEEK CAN I BOOK?
Our cleaners are available at many times of day and all week long. The only limit is the cleaners' chosen working hours and their availability. You can see this when making your booking; only our available times are shown. As a general rule though, Fridays, Saturdays and Sundays are our busiest times so if you are able to avoid those, we'd really appreciate it.
DO YOU ALSO OFFER A DRY CLEANING SERVICE IF I NEED IT?
Unfortunately we do not offer dry cleaning however we may be able to recommend a good dry cleaner in your local area. If you would like a recommendation, email us at the link above and we'll be happy to help. Alternatively, Laundry and Ironing can be included in your cleaning with additional time if this works for you and dry cleaning isn't essential.
IF I NEED MORE THAN ONE CLEANER CAN I REQUEST MULTIPLE CLEANERS?
For our standard Sparkleen Home service you can only book one cleaner. For our Sparkleen Pro cleans you can specify how many cleaners you need and we will add additional cleaners to your booking at the quoted rate per hour multiplied by cleaners requested. Volume discounts are not applied to these requests.
WHAT IS INCLUDED AS PART OF YOUR CLEANING?
Our standard cleaning service includes dusting and cleaning of surfaces, workspaces, appliances, mirrors and accessible areas in all rooms. Sinks, showers, baths & toilets cleaned, beds made, floors swept, hoovered, mopped. Include specific requests online. Our Sparkleen Pro service includes deep cleaning of ovens, fridge/freezers, cupboard etc.
WHY DO YOU CHARGE BOOKING FEES FOR CLEANING?
Actually we don't. We don't believe in membership, booking or subscription fees. If you cancel a booking in less than 48 hrs there is a cancellation fee of $24, this is to protect our cleaners time & livelihoods. If you're not at home and haven't cancelled, we'll also charge you for the cleaners time. See our T&Cs for cancelling recurring bookings.
WHAT DO YOU MEAN WHEN YOU SAY SATISFACTION GUARANTEE?
If you have had a clean and are not happy with the results, we will offer you a no quibble money back guarantee or return to remedy the cleaning free of charge. All we ask is that you send us a photo of the badly cleaned areas after the clean has taken place so we can review those and share with the cleaner in question.
WHAT DO YOU NOT INCLUDE IN YOUR STANDARD CLEANING?
We do not include ceilings, windows, blinds, curtains, deep stains, mould removal, steam cleaning and carpet cleaning, lifting of heavy items and cleaning of outside areas. We also prioritise other areas of the home before dirty dishes as these are largely a superficial cleaning issue so do specify if you require that prioritised by your cleaner.
HOW DO I CHOOSE THE SPECIFC CLEANER I WANT?
Our booking system allows you to choose a cleaner if you have already used a specific person and would like to use them again. Just specify this in your instructions and we will allocate the job accordingly. This is only available for recurring bookings and for one times we will endeavour to but is subject to availability.
WHAT TYPE OF CLEANING SERVICE DO YOU OFFER?
Our primary service is 'Sparkleen Home,' recurring and one off cleaning, which offers standard home cleaning, but it's better; unmatched on of value, quality cleaning and customer happiness. We're very proud of it! We also offer other pro services for last minute and deeper cleaning requirements. See a full listing of 'Our Services' here.
WHAT IS YOUR MINIMUM BOOKING TIME FOR CLEANING?
In order to achieve a meaningful clean of the smallest home we have set a minimum booking time of 2 hours. This allows for a quality clean of most 1-2 bedroom apartments however we would advise more for 2-3+ bedroom apartments and houses. Homes with larger kitchens and more than one bathroom should also consider additional hours.
HOW DO I MAKE PAYMENT FOR MY CLEANING?
On completion of your booked clean our system will automatically deduct payment from your registered debit or credit payment card. Unfortunately we do not accept any cash payments. Online payment is encrypted & secure and managed by our card handler Stripe.com. All major cards are accepted including Visa, Mastercard and Amex.
DOES SPARKLEEN OPERATE IN MY CITY OR TOWN?
We're a close knit team operating across what we think are the greatest three cities on earth, London, Milan and New York. By focusing on three great cities that we love, rather than across countries, we've found we can be more efficient and provide a more consistent service, tailored to the needs of big global city dwellers.
IF I WON'T USUALLY BE HOME CAN I LEAVE MY CLEANER A KEY?
As our cleaners work for themselves and self-manage things like key handling, we do not engage directly in key handling. However, if you have met and are comfortable to leave a key with your dedicated cleaner for future bookings, you are free to do so and indeed many of our customers do this on a regular basis.
HOW DO I LEAVE FEEDBACK FOR MY CLEANER?
You can give us your feedback in a number of ways. We would recommend you give feedback directly to Sparkleen rather than to your cleaner. You can do this at the 'rate my cleaner' link at the top of this page. We'll also email you every now and again to ask for feedback. Otherwise just drop us an email if you ever feel the need or if it's easier.
HOW DO I BECOME A CLEANER WITH SPARKLEEN?
Our Cleaners are at the heart of our operation and we're always looking for new talent to help us achieve the Sparkleen vision. If you'd like to join, visit our 'be a Cleaner' page for more information and also have a look around the wider site to learn more about us. The application process is straightforward and we'll be in touch from there. Good Luck!
HOW DO I MAKE A BOOKING, WHAT'S THE PROCESS?
It's so simple and quick you really won't believe it. It only takes 5 clicks from landing on our home page to making a full booking. Simply select the type of clean you want, for how long, where and when it will be, input your payment details and that's it. Your amazing new housekeeper will be handpicked for you based on your location and specific requirements.
I HAVEN'T BEEN HAPPY WITH MY CLEANER WHAT ARE YOU GOING TO DO ABOUT IT?
We're confident you'll be happy with your cleaner and want to book them over and over. But we also recognise having a cleaner in your homes is a very personal experience and in the rare case that you aren't, we will happily organise another. Just specify in your booking notes or for recurring bookings contact us at the above and we will reorganise.
WE STILL HAVEN'T ANSWERED YOUR QUESTIONS?
How disappointing! Well you can't say we didn't try. Don't worry though, you can contact us anytime in many ways that won't cost you a thing. You can contact us at the above links or even request a call back. We are here to resolve your Sparkleen queries and we're also happy to talk you through things over the phone should you prefer to speak to someone.
Who are Sparkleen Cleaning?
We've been cleaning homes now for over five years. Our approach is simple, we provide a consistently high quality, affordably priced service with a focus on keeping things local and sustainable. Our cleaners are not only brilliant at cleaning, but are passionate about it too. Our aim and focus is about making your life easier, having fun while we do it and giving you back time, to spend with your loved ones and to experience more of the joys life has to offer. We're a close knit team operating across what we think are the greatest three cities on earth, London, Milan and New York. By focusing on three great cities that we love, rather than across countries, we've found we can be more efficient and provide a more consistent service, tailored to the needs of big global city dwellers
'Sparkleen' is a trading name of 'Withease Holdings Limited;' a wholly British owned limited company registered in England and Wales.
Who are the Cleaners?
Our cleaners are experienced cleaners who live in and around your area. We match you to the best cleaners near you. We drive customer service and a passion for cleaning through a rigorous recruitment process along with continuous improvement initiatives that drive our cleaners' performance up. They're also lovely people and we're sure you'll feel you can trust them with the cleaning of your home.
How does Sparkleen differ to an agency?
At Sparkleen Cleaning we want the best for both our cleaners and customers. We're not an agency that has a management structure, we remove all of that so you get real value for money.
For the customer:
-A simple price of $24 per hour
-There's no hidden membership fees likes some of our competitors
-Secure payment online offering great flexibility.
For the cleaner:
-Our cleaners are paid at least the New Living wage per hour worked. We pay more based on experience etc.
-Our cleaners are independent and self-employed. We offer them the flexibility to accept the jobs they would like and they manage their own schedule.
Is Sparkleen Cleaning secure?
Definitely! Our booking system 'Acuity' is fully secure and payments are all through 'Stripe,' the global payment service who have one of the most secure payment systems out there. We don't retain any of your payment details.
Where is Sparkleen Cleaning based?
'Sparkleen Cleaning' is a trading name of 'Withease Holdings Limited' which is a wholly British owned limited company registered in England and Wales with our main office in London. We pay all applicable corporation taxes in the UK.
Terms and Conditions
By making a booking with Sparkleen Cleaning you accept our Terms and Conditions. To read those click here.