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LONGSTONECLEANING & CO.

Regular domestic cleaning

Terms

The basis on which LONGSTONE Cleaning & Co. Ltd provides regular domestic cleaning in your home. Holiday lets work differently and have their own published terms.

Last updated 10 September 2026.

Charges worth knowing before you book

50%
of the fee for the clean if you cancel with less than 24 hours' notice. Cancelling a clean
50%
of the fee if your cleaner cannot get in and the clean cannot go ahead. Access
£100
excess, paid by you, on any claim made against our insurance. Insurance
£10
late fee once a payment is 15 days overdue, then another £10 every 7 days. Late payment

What these terms cover

These are the terms for regular domestic cleaning: an ongoing arrangement in your home with a cleaner we place with you. They apply from the first clean onwards.

They are not the terms for Airbnb and holiday let changeovers. That is a separate service on a separate commercial footing, and almost every figure below differs from the one that applies to a let.

If you host a holiday let, read our holiday let cleaning terms instead. Our Airbnb and holiday let cleaning page shows how that service works, and our terms index covers both.

Payment

The hourly rate we quote you is the whole price. It already includes our £3.00 an hour management fee. That fee is not added on top, and there is nothing else to pay for a standard clean.

You do, though, pay it in two parts. Your cleaner is paid directly, and LONGSTONE is paid the management fee separately, once a month.

On a £18.50 an hour rate

  • £15.50 an hour to your cleaner. Paid directly to them, in cash or by bank transfer, on the day of the clean and no later than 5 days after it.
  • £3.00 an hour to LONGSTONE. Paid monthly by bank transfer or Direct Debit, within 3 days of the last clean of the month.

£15.50 plus £3.00 is the £18.50 you were quoted. Our bank details are given to you in your welcome pack, not published here.

Our shortest domestic visit is 3 hours. At £18.50 an hour, that is £55.50 for the visit. Time beyond that is charged by the hour at the same rate.

If you need a shorter visit than that, we are not the right fit for you. Better to know it here than after an enquiry.

The rate itself depends on your location and on availability, and is agreed with you in advance. If you decide to raise your cleaner's rate, every penny of the increase goes to the cleaner.

The £3.00 an hour covers recruiting, vetting, training and refresher training, providing cover, finding clients, customer support, tools and equipment, uniforms, the cleaner's starter pack and our public liability insurance.

Late payment

  • A £10 late fee applies if a payment is still unpaid 15 days after the date of the clean, or 15 days after the invoice date for the management fee.
  • A further £10 is added for every 7 days after that. The fees add up until the balance is settled.
  • You also cover our reasonable costs of collecting an unpaid balance, including legal and court costs.
  • We may suspend or end the service until the balance is cleared.
  • Where a cleaner has not been paid, we may chase that amount on the cleaner's behalf.

Changes to fees

We normally give you at least one month's notice before any change to your fees.

Cancelling a clean

Please tell us in advance if you need to cancel or move a clean.

If you cancel with less than 24 hours' notice, we charge 50% of the fee for that clean. A scheduled clean that is not cancelled in line with this policy is charged in full.

If we have to cancel

We make every reasonable effort to deliver every scheduled clean, including finding a replacement housekeeper when your regular cleaner is unavailable.

Where circumstances are outside our control, for example no cleaner is available, we may have to cancel a clean at short notice. We tell you at the earliest opportunity and reschedule it.

Access to your home

Getting your cleaner safely and reasonably into the property on the day is your responsibility. Please give any specific instructions to your cleaner or to the office in advance.

If your cleaner cannot get in and the clean cannot go ahead, we charge 50% of the fee for that clean.

Insurance

We hold public liability insurance through Hiscox Insurance Company Ltd, with cover up to £1,000,000. It covers accidental damage to property and injury caused by our service, whether the work was done by our own staff or by a subcontractor.

If a claim is made, you pay a £100 excess before it is processed. The policy does not cover damage or injury arising from a failure to follow safety instructions given by our team.

Nothing in these terms limits our liability where the law does not allow it to be limited, including liability for death or personal injury caused by negligence. Your statutory rights as a consumer are unaffected.

Insurer: Hiscox Insurance Company Ltd, registered in England no. 70234, 22 Bishopsgate, London, EC2N 4BQ.

Supplies and equipment

We provide a standard set of cleaning supplies and equipment. You are welcome to ask us to use your own preferred products, though a cleaner may decline anything they consider unsafe or unsuitable.

We do not provide bleach. It is a safety matter, and its use can invalidate our insurance cover. If you want bleach used in your home you need to supply it yourself and accept the risk of doing so.

If your property needs particular supplies or equipment beyond the standard set, there may be an extra charge. We agree that with you in writing beforehand.

Your cleaner

Cleaners are sourced through thorough interviews and reference checks. A housekeeper may decline a task they consider unsafe, or that cannot realistically be done in the time available.

Our cleaners are contractually prohibited from taking private work directly from LONGSTONE clients, so please do not ask your cleaner to work for you outside the arrangement.

Valuables

Please do not leave money, jewellery or other small valuables out on the day, and secure them before your cleaner arrives. We cannot be held responsible for loss of or damage to items left exposed in this way.

Health and safety

We both commit to the relevant health and safety regulations. We ask you not to smoke indoors while your cleaner is in the property.

Complaints and feedback

If something is not right, please tell us within 24 hours of the clean so we can put it right quickly. Email us at enquire@longstonecleaning.co.uk. Feedback when things go well is welcome too.

Photographs of our work

Our team may photograph their work, including cleaned rooms and pets, and we may share those images on our social media. We never show identifying details, addresses or personal information.

If you would rather we did not photograph your home, tell us in writing and we will not. Email enquire@longstonecleaning.co.uk at any time. See our privacy policy for how we handle your information generally.

Changes to these terms

We may amend these terms from time to time. Where a change is significant, we will tell you about it.

These terms were last updated on 10 September 2026. LONGSTONE Cleaning & Co. Ltd is registered in England and Wales, company number 15422312. See our registered company details.