When looking to schedule in a clean with a Housekeeper, our booking form automatically assigns you the highest rated, available Housekeeper.
There are, however, some instances where you might not be able to book in with your preferred Housekeeper, which we've outlined below:
- The available day
Housekeepers choose which days that they wish to work and these days remain the same on a weekly basis. As Housekeepers are self-employed on the platform, these days can be amended at any time, however we recommend that they keep the same days consistently. They will not be able to carry out any cleans that are scheduled for days that they have booked off. In these instances, you'll see the Housekeeper you'd like to the left of the schedule, but the slots will be greyed out, so you're unable to book.
2. The duration of a clean
Housekeepers also have allocated hours within a day, so there are only so many cleans that they can complete between their start and finish time. Availability is based on the time that a clean can be comfortably competed, with enough time for their travel. We allow good time for getting from one clean to another in order to take traffic and public transport issues into consideration. If there are no time slots readily available, it may be worth reducing the duration of your desired clean and prioritise which areas need focusing on, as this may lead to seeing more bookable, white slots on the schedule.
3. The postcodes
For the convenience of our Housekeepers, and in order to prevent delays, they can choose which London postcodes they wish to cover. They are only permitted to select a few postcodes, otherwise they would be pulled from pillar to post every day. If your originally booked Housekeeper becomes unavailable, the clean becomes free to pick up by any Housekeeper on the platform. For one-off cleans, some Housekeepers may undertake cleans outside of their assigned postcodes, however they would not be able to travel to these cleans on a regular basis. If you've had a one-off clean and can't then rebook your preferred Housekeeper, it may be that they were covering your one-off outside of their usual working areas.
4. The cover team
If a Housekeeper becomes unavailable at the last minute, the bookings are sometimes undertaken by our specialist cover team. These are Housekeepers who have no assigned regular hours, areas or customers. You will not be able to have these Housekeepers attend on a weekly or fortnightly basis, as they are in place to make up for all the other cancellations.
5. The Housekeeper has left the platform.
We always hope that Housekeepers will prosper on our platform for a long time, however, sadly Housekeepers do sometimes leave for a variety of reasons. Once a Housekeeper has left Housekeep, they will not be able to pick up any new customers through the platform. If you're booked in for a clean with a Housekeeper when they leave, the team will reach out to you to let you know your cleaner will be changing and guide you through the process. If you're not booked in at the time a Housekeeper leaves, you won't be automatically notified, but you will see that they're no longer available for booking.
If you have any particular requests or have further queries regarding this, please do not hesitate to get in touch with the Support Team through your online account, or by hitting Submit a request below.