What locations do you cover? Do you service my area?
We provide housekeeping services in Reading, Berkshire and surrounding areas, primarily serving the East and South sides of Reading, but are happy to accommodate bookings further afield where possible.
Do you only clean houses or do you also clean commercial properties?
We specialise in domestic housekeeping services, but are happy to consider small commercial jobs such as offices, hairdressers, nurseries etc.
What services can I book with Penrose Professional Housekeeping?
Regular weekly or fortnightly cleaning, one-off cleaning (e.g. spring cleaning, moving in/out), decluttering and home organising, wardrobe management, ironing and home staging, as well as miscellaneous projects.
What does a regular clean include?
Basic cleaning tasks often requested with ongoing cleaning services include: General straightening up; dusting (furniture, skirting boards, coving, windowsills and window reveals, light fixtures, lampshades, pictures and other décor), polishing furniture, sweeping, vacuuming, mopping, emptying bins, cleaning worktops and stove tops, cleaning toilets, sinks, bathtubs and showers, making beds and changing linens.
Do you clean the same items each time or do you rotate tasks?
This would depend on the tasks to be completed and the number of hours you would like to book. Certain tasks may be completed at each visit and others may be rotated. For example, you may choose for high traffic areas such as the kitchen and bathrooms to be cleaned at each visit. Conversely, you may choose to have certain rooms only cleaned occasionally if they are not used very often, e.g. the spare bedrooms. Every home is different and every client is different. With Penrose, you can look forward to a bespoke service. We will create a custom work order for your home, tailored to suit your needs.
What does a decluttering service involve?
We can help you to declutter and organise anything from a single wardrobe, to a room, or your entire home. This service can be used for a general declutter, or when moving home, downsizing, or a change of circumstances e.g. a new baby, and can be entirely tailored to suit your needs. On completion, we can arrange for the disposal of unwanted items (up to one car load), re-cycling, re-using or re-purposing them as much as possible.
What does a one-off cleaning service involve?
One-off Cleaning Services include spring cleaning, moving in/moving out cleaning. As with the other services on offer, one-off cleaning can be tailored to suit your requirements, so we would create a custom work order containing the tasks you would like to be completed.
What does a home staging service involve?
Penrose can help you to prepare your home for property photography and marketing, or for a viewing, so that it may appeal to a larger number of potential buyers. This service involves fine-tuning the presentation of your home, using your own belongings, in order to present it in the best possible light, to help it to stand out above your competition.
Will my cleaning professional(s) use environmentally friendly, non-toxic cleaning products?
Yes. The cleaning professionals who work with Penrose are all committed to the use of environmentally friendly products, and will use non-toxic products whenever possible. However, if a deeper clean is needed, an alternative product may be required on occasion.
Do I have to provide any equipment or materials?
All services include materials and equipment, so unless you have a specific product or tool you would like to be used, your cleaning professional will provide all necessary items. The only exception is that we would ask for you to please provide a toilet brush for use in your home.
Can I book an appointment for setting up for parties or cleaning up after parties?
Yes, we are happy to take such bookings.
Can I book a moving in/out cleaning service with Penrose?
Yes, we welcome bookings for moving in/out cleans.
Can I book an ironing service with Penrose?
Yes, you can book an ironing service via Penrose. This can be booked as a stand-alone service or in conjunction with a regular housekeeping service, and would take place at your home.
If I haven’t had time to tidy before my cleaner arrives, will they tidy my home/do the dishes etc.?
Yes, it is possible for your cleaner to tidy and to carry out tasks such as the dishes etc. However, we charge by the hour for all services, so please bear in mind that the more time spent tidying, the less time available for cleaning.
Can I request special tasks or extras?
Special or miscellaneous projects are welcome. Please simply contact us with your requests and let us know whether you would like to book extra time with your cleaning professional, or if you would like them to budget your request into their regular work routine with a trade-off (skip a room(s) of your house in order to accommodate the special project).
These tasks could include: Wardrobe management, decluttering/organising, cleaning the fridge, defrosting the freezer, cleaning internal doors/windows, sweeping and de-cobwebbing the garage, setting up for parties, cleaning up after parties etc.
Will I have the same cleaner(s) at every appointment? How many will attend?
Keep the same cleaning professional(s) for each appointment or try different cleaners to find your perfect match. As a referral agency, we have a list of experienced cleaners, so if one is unsuitable for you, we can find you a new match for next time. We are also happy to arrange for a stand-in cleaner if your regular cleaner is absent. Various factors are taken into account when deciding how many cleaners will attend your appointment. E.g. The size of the job, your preference, cleaner availability in your area etc.
Booking and scheduling
How do I book an appointment?
You can book an appointment via the telephone, by email or via our online booking page directly. Please see our booking page for all the information you will need to book a housekeeping service.
What days do you services run?
Services run Monday to Saturday. We recommend the same day(s) and time for regular services in order to create consistency and mutual convenience.
Can I reschedule my appointment if I am unwell? What happens if my cleaner is unwell?
If you or your children are unwell with a contagious illness, please call as soon as possible to reschedule your appointment. This will enable your cleaning professional to use this time for another client. Equally, if your cleaner is unwell, we will contact you to either rearrange your appointment or arrange for another cleaner to fill in.
What should I do if I need to reschedule or cancel my housekeeping appointment? Do you charge a rescheduling fee?
We understand that from time to time circumstances may arise making it impractical for services to go ahead as planned. For planned cancellations or postponements, such as annual leave etc, please call with at least two weeks’ notice to reschedule or cancel. Failure to provide this minimum notice will result in a charge for lost earnings. However, we do understand that emergencies may arise and so in such a situation we will make every effort to reschedule without a fee.
If my regular cleaning falls on a bank holiday will my housekeeping service go ahead? Do you charge more to work on holidays?
Not all of the cleaning professionals who work with Penrose work on bank holidays. However, if you would particularly like to have a cleaning service on such a day, and your regular cleaner is not available, we will endeavour to arrange for a stand-in cleaning professional from our database to attend. Please note, that bank holiday housekeeping services carry an additional charge of 50%.
Pricing and payment
What do you charge? Do you work by the hour? Do you work by the job?
Housekeeping services are priced at £20 per hour (£22 per hour for one-off cleaning), inclusive of cleaning professional fee and referral agency fee. No hidden charges. Simply choose how many hours you would like. Your cleaner will bring their own equipment and eco-friendly supplies.
How can I pay for your services? Am I required to enter my payment information?
When you make a booking, we will ask for details of a valid card, which we will then charge after the work is completed. We use Stripe to collect secure automated online payment. You pay once and we pass the portion of the payment due to the cleaning professionals to them. We will send you invoices/receipts via email.
How can I view my Penrose gift cards? I have a gift card and would like to redeem it – what should I do?
Gift cards are delivered via email to the recipient, and can be redeemed for use on any of our services. Each gift card contains a unique code. Please enter/quote this code when booking to redeem your gift card.
Policies and safety
I work from home. Is it OK if I am home when my cleaner(s) are there?
It is not a problem if you are home while your service takes place. Your cleaning professional will not interrupt you so that you are able to work efficiently, but they will be unable to provide a silent environment.
Do I need to be at home while my cleaning professional is there? Should I give them a key to my home? How will my key be kept safe? Should I use a key lock box?
It is not necessary to be at home while your cleaner is there.
A key lock box is a good option. Your house key can be stored in the locked box, fixed to the exterior of your property. Lock boxes allow for the key to be put out on cleaning day only, or to be left out permanently. The code to your box can be stored on your Penrose file. This can work well, as the code can simply be changed if a new cleaner is matched to your home.
Alternatively, you can give your key directly to your cleaning professional. Clients’ keys are labelled with an anonymous code system so they are not identifiable by others, and they are stored safely until needed. If you have an alarm, please leave the key code with us so that your professional can disarm the alarm on arrival, and set it again at the end of your service.
What happens if I am supposed to be at home to give my cleaner access, but I am not there at the appointed time?
If your cleaning professional arrives for your appointment, and is unable to enter your home, you will receive an invoice for 100% of the fee, to account for loss of earnings. However, if you know that you will be unable to let your cleaner in ahead of time, please be in touch to reschedule your appointment or arrange an alternative means of entry.
What happens if my cleaner breaks something while at my house? Is my cleaner insured?
Even with great care, unfortunately sometimes accidents occur. If there is something in your home that is particularly precious to you such as an heirloom, you may consider asking your cleaning professional to leave that item alone.
The cleaning professionals who work with us are responsible for their own work. If there is any breakage or damage, they will handle this issue with you directly. Penrose Professional Housekeeping is not the employer of the cleaner we refer to you. We do however ensure that your cleaning professional is insured prior to being trusted into your home.
Do you offer a satisfaction guarantee? What is your refund policy?
We aim to please. If for any reason you are not satisfied with the results of your housekeeping service, please contact us within 24 hours and we will do all we can to resolve your concerns. We will liaise with your cleaner for you. Potential outcomes could include: re-clean of the area in question, or partial or full refund if appropriate following investigation by a Penrose Director.
If I refer a friend will I receive a referral bonus? How do I refer a friend?
If you refer a friend who books a regular housekeeping service with Penrose, we will give you and your friend 25% off your next service. Please ask your friend to give us your name when booking, and we will arrange for the discount for both of you. Please feel free to refer as many family members and friends as you would like – we will honour the 25% discount each time.
Is my billing information kept safe and secure? How do you keep my personal details safe?
Do I have to sign a contract?
We do not hold our clients to a contract with a lengthy notice period. We simply ask you give us as much notice as possible if you wish to cancel your housekeeping services, with a minimum of 14 days required to avoid being charged. We do however ask you to sign a Terms of Service Agreement at the time of booking.
Can I trust my cleaning professional? What is your screening policy for the independent cleaners on your database? Do the cleaning professionals go through a background check?
Every professional who works with us is rigorously vetted, undergoing criminal background screening, professional and personal reference checks, and in-person interviews, and are insured, before they are trusted into our clients’ homes.