Frequently Asked Questions

Reliable Answers to Our Most Frequently Asked Questions (FAQ)

Our customizable cleaning plans allow you to add additional services, so you always know the most important things will get cleaned.

You can choose from regular recurring cleans, to moving cleans, and to deep cleans.

The only task on your list will be letting us know which services you want to book. Save time and stress less, let us do the rest.
Homes At Heart are committed to your complete satisfaction, which is why we strive to offer the most consistent, reliable, and professional housecleaning services around. Our team of experienced professionals has taken the time to answer some of our most frequently asked questions for your convenience.

Why should I trust the Homes at Heart team?

We’re proud to offer professional housecleaning services and employ residential housekeepers who pride themselves on top-quality services. After undergoing an extensive background check, each member of our team is thoroughly trained on every step of our detailed cleaning plans. These are just a few of the many reasons why customers trust Homes At Heart.

Who does Homes At Heart hire to clean my home?

You can rest assured that all our professional cleaning technicians are fully trained with an award-winning training program. All of our employees must complete a background check. We respect all our clients by never smoking, drinking, eating, or using appliances during our home cleanings. We undergo regular training to ensure that we’re always up to date with all the latest and greatest cleaning techniques. For additional safety and peace of mind, the work we perform for each customer is held accountable by a trusted and experienced supervisor.

How will our relationship work?

At Homes At Heart, we recognize the importance of communication, especially when it comes to important valuables in your home and any specific cleaning requests you may have. We value your trust and do everything possible to earn it by performing reliable, top-notch cleaning services designed to meet your needs and exceed your expectations.

After every cleaning, clients are provided with a survey to share their feedback. We use these surveys to make changes to provide better service to all our clients. We also use star ratings based on client feedback for employee incentives and rewards.

What should I do before Homes At Heart arrives?

To ensure maximum efficiency, we ask that you pick up any toys or clothing before we arrive. We also ask that your sink be free of dishes to allow our cleaning technicians to clean your sink to a shine. Following through with these requests will help both your family and our team ensure that all of your possessions are in a safe place.

How much do your services cost?

We’re proud to be recognized as a provider of top-quality housecleaning services. Our team works with every homeowner to develop a cleaning plan that’s customized to fit their needs. The costs of our services depend on the size of your home and what you’d like cleaned.

Do I need to be home for every cleaning service?

No. Because we work on an 8:30 am to 4:30 pm schedule, Monday to Friday, most of our customers aren’t home when we arrive.

What time does your team arrive?

While we cannot warranty our exact time of arrival because we give every home the attention it deserves and requires, every client will receive a reminder email 48 hours ahead of each clean with the arrival date, approximate arrival time and the name of your cleaning technician(s).

What if something’s damaged during a service?

At Homes At Heart, we treat every single home we clean with the utmost respect. If something happens to break during our routine service, we’ll do our best to repair or replace the item.

Am I liable for employment taxes, workers’ compensation, or insurance?

Homes At Heart is proud to be a worry-free housecleaning service solution. This means that we take care of any personal liability and work-related injuries. We’re fully licensed and insured for your peace of mind.

What do you not clean?

Our professional housecleaning services are designed to keep your home comfortable and clean. We customize services to accommodate your preferences, so you never have to worry about paying for a service you don’t need or want.

To ensure we provide your home with the highest quality of care, we don’t typically:

  • Clean toys
  • Clean the inside of your fireplace
  • Pick up clutter
  • Clean your iron
  • Do laundry
  • Wash dishes

We want to make sure that all your belongings are in the right place when we leave, which is why we leave these organizational tasks to you. However, we’re happy to clean inside the refrigerator upon request at an additional cost. We also are happy to clean your interior windows and sills and we can provide an estimate for that if you wish to add to your services.

Do I need to provide your team with my own cleaning equipment or supplies?

We arrive with all the cleaning materials we need and take them with us when we leave. We’re proud to use the high-quality products to ensure that we leave your home looking spotless.

If you have any preferences in regard to what cleaning products we use, feel free to let us know and we’ll do everything we can to work with your requests.

What if I need to reschedule a service?

Homes At Heart understands how unpredictable life can be. That’s why we work with your schedule to ensure that we’re cleaning your home at a time that’s most convenient for you. If you need to cancel or reschedule a cleaning, we recommend that you call about 72 hours before your next scheduled service. We’ll do our best to accommodate all your scheduling needs. If a clean is cancelled with less than 48 hours’ notice, then a fee will be incurred.

Thanks to our contract-free system, you never need to worry about being locked into a cleaning plan. Our flexibility is just one of the many perks of working with Homes At Heart and it helps us ensure the satisfaction of thousands of homeowners across Medicine Hat.

Do you always send the same housecleaners?

We believe that it’s very important to always send the same team to clean your home and we do everything in our control to make this possible. If a member of your team is absent, we’ll do our best to find the most suitable replacement. All our cleaning technicians undergo extensive training to ensure that the quality of our work is always consistent. All of our cleaning technicians log into the Homes at Heart app which provides them with the information they need for each individual home with customized checklists to ensure that nothing gets missed.

How do I pay?

Payments are due on the day of your scheduled service. Homes At Heart accepts Credit Cards (preferred method of payment), EMT, Cheques or Cash.

What if my scheduled cleaning service falls on a holiday?

During the event that one of your routine cleanings falls on a holiday, we’ll reach out to you with an alternative cleaning day. We’ll do our best to work with your schedule.

How can I share my experience with Homes At Heart?

You’re welcome to share your thoughts about our services on our Homes At Heart Facebook page, which offers inside information on tips, deals, and promotions. You can also follow our blog and subscribe to our cleaning tips e-newsletter. Client surveys are also sent after cleaning to create a direct line of feedback for the client. We value our customers’ opinions and it’s our customer feedback that has helped us become the best home cleaning company in the industry.

Why will my initial cleaning be more expensive than my other regularly scheduled services?

Over the years, we’ve found that the first cleaning service brings a home up to a specific standard, and Homes At Heart is committed to upholding that standard. That’s why our initial cleaning may take longer and cost more than the rest of your services. We need the extra time to properly begin the process of eliminating mildew, soap scum, dust, and dirt from your home.

How often can you provide service?

Homes At Heart is happy to provide service once a week, every other week, or every 4 weeks, depending on your cleaning needs. You can also request housecleaning services for special events, as well as move-out and move-in cleaning assistance. Because we work on a no-contract basis, you can update or change your cleaning plan to fit your busy schedule, budget, and cleaning needs.

Do you offer competitive rates?

We’re recognized for being professional and flexible. Some individual cleaning companies can offer lower rates because they don’t cover liability insurance. Homes At Heart is proud to provide these benefits that ensure our customers’ peace of mind while still being able to offer competitive rates for our services.

Should we leave the cleaning technician a tip?

While tips aren’t expected, they are certainly appreciated. Some of our clients prefer to tip a little at the end of each service while others provide a large tip at the end of the year. You can also leave a review on our website or Facebook page. We love hearing that our work is appreciated.

Are you okay with pets being in the home during a cleaning service?

Yes, we’re proud to be a pet-friendly company. If your pet is aggressive in any way, we recommend that you leave him or her outside or in a gated area to ensure the safety of our professional housecleaners. If you don’t plan on being home when we arrive, please let us know how to appropriately handle cleaning around your pet.

How many cleaning technicians will be sent?

Homes At Heart operates on a solo cleaner model. We will send a team of two cleaning technicians on the initial clean. For recurring services, we will send one solo cleaner to your home.