Hiring a house cleaner

Bringing a cleaner into your home is a practical decision and a personal one. You want someone who does a good job, turns up when they say they will, and respects your home and your privacy. This guide walks through how to find a cleaner in Melbourne, what to ask and how to set things up so the arrangement works.

This is general information. We don't publish prices or recommend particular businesses.

Work out what you need

Before you contact anyone, decide:

• How often: weekly, fortnightly, monthly or a one-off clean. See regular or one-off cleaning.
• What's included: general cleaning of kitchen, bathrooms, floors and dusting is typical, but tasks such as inside ovens, windows, walls, carpets, laundry or ironing may be extra.
• Priorities: which rooms or tasks matter most if time is limited.
• Access: will you be home, or will the cleaner need a key or code?
• Pets, allergies and sensitivities: for example, fragrance-free products.

Our cleaning checklist lets you pick rooms and print a list, useful for briefing a cleaner.

Agencies, franchises and independent cleaners

There are a few common models:

• Agencies and platforms match you with cleaners and often handle bookings and payments. Some arrange replacement cleaners when yours is unavailable.
• Franchises operate under a common brand with local operators.
• Independent cleaners run their own small businesses. You may get more continuity with the same person.

None is automatically better. Ask the same questions of each, and read the terms carefully, including who is responsible if something goes wrong.

Where to find cleaners

• recommendations from neighbours, friends and family;
• local community groups and noticeboards;
• online platforms and directories, with reviews read critically;
• your real estate agent or building manager, especially for end-of-lease cleaning.

Questions to ask

• Do you have an ABN? (You can check it on ABN Lookup; see checking a cleaning business.)
• Do you have public liability insurance?
• What's included in a standard clean, and what costs extra?
• Do you bring your own products and equipment, or use mine?
• How long will a clean take for a home like mine?
• Will the same person come each time?
• How do you handle keys, alarm codes and privacy?
• What's your cancellation policy, for both of us?
• What happens if I'm not happy with a clean, or something is damaged?

Trust, keys and privacy

Start with a clean while you're home if possible. Once you're comfortable, agree how keys or access codes will be stored and returned. Some people use a lockbox or a smart lock that can issue temporary codes. Put away valuables and private documents, and let the cleaner know about anything fragile.

Your consumer rights

Cleaning is a service, and the Australian Consumer Law's consumer guarantees apply. Consumer Affairs Victoria explains that services must be provided with due care and skill, be fit for any purpose you specify, and be delivered within a reasonable time if no time was agreed. If a service isn't done with due care and skill, you may be entitled to have the problem fixed or to compensation, depending on the circumstances. Raise problems promptly and in writing.

Employee or contractor?

If you hire a cleaner directly, it's worth understanding whether they're running their own business as an independent contractor or working as your employee, as different obligations may apply. The Fair Work Ombudsman has information about independent contractors. Most people using a cleaning business or agency are buying a service from that business.

Giving feedback

Good communication keeps an arrangement working. Be specific about what you'd like done differently, acknowledge what's done well, and review the arrangement after a few cleans.

Writing a good brief

A clear brief is the single best way to get the clean you want. Before the first visit, write down which rooms are included, the tasks you care about most, anything that must not be touched or moved, and any products to use or avoid. Mention pets, alarm systems, parking and where rubbish goes. Point out fragile items and surfaces that need special care, such as natural stone benchtops, timber floors or delicate fabrics. Walk through the home with the cleaner on the first visit if you can. After a few cleans, review the brief together and adjust it. Our cleaning checklist can be printed and left on the bench as a simple brief.

Know your surfaces

Different surfaces need different care, and the wrong product can cause permanent damage. Natural stone such as marble can be etched by acidic cleaners. Some engineered stone and laminate benchtops don't tolerate abrasive pads. Timber floors can be damaged by too much water. Stainless steel shows streaks and scratches if cleaned against the grain or with harsh scourers. Glass shower screens may have coatings that some products strip. When in doubt, check the manufacturer's care instructions, test a product on a small hidden area first, and start with the gentlest method that works. If you're briefing a cleaner, tell them about any surfaces that need special care.

Allergies, asthma and sensitivities

If anyone in your home has allergies, asthma or chemical sensitivities, cleaning choices matter. Fragranced products and sprays can irritate some people's airways; damp-dusting and vacuuming with a good filter help reduce airborne dust; and controlling moisture helps prevent mould. Let your cleaner know about sensitivities and ask about fragrance-free products. If you have health concerns, talk to your doctor about what's appropriate for your household.

Homes with pets

Pets bring hair, dander, muddy paws and the occasional accident. Regular vacuuming, washable covers on furniture and mats at doors help. For accidents, clean up promptly using a product suited to the surface, and test first. Keep pets out of freshly cleaned areas until surfaces are dry, and store cleaning products where pets can't reach them. If you're hiring a cleaner, tell them about your pets: some people prefer pets to be secured during the visit, and some cleaners have allergies. At the end of a tenancy, pet-related cleaning may be a focus at the final inspection, so check your agreement and the entry condition report.

What affects the cost of cleaning

We don't publish prices, but understanding what drives cost helps you compare quotes:

• the size of the home and number of bathrooms;
• the condition of the home and how long since the last clean;
• the tasks included, especially ovens, windows, walls and carpets;
• whether products and equipment are supplied;
• how often you book;
• access, parking and travel time;
• weekend or urgent bookings.

Ask cleaners to explain how they've calculated their quote.

Keeping communication clear

Most problems with cleaners come down to expectations that weren't shared. Agree the scope in writing, give feedback early and specifically, and keep messages polite and factual. If you're not happy with part of a clean, describe exactly what wasn't done and, if helpful, send a photo. If you need to change the schedule, give as much notice as you can and follow the agreed cancellation terms. A short message thanking the cleaner for a good job also goes a long way in a long-term arrangement.

A note on products and brands

We don't recommend particular cleaning brands, and we're not paid to mention products. When choosing a product, look for one that's designed for the surface and the job, read the label in full, and check the directions, safety warnings and first aid instructions before you start. Products sold for similar jobs can differ a lot in strength and ingredients, so don't assume one works like another. If a label is unclear or missing, don't use the product. Choosing the mildest product that does the job is usually the safest and cheapest approach.

Key points

• Decide what you need before you call.
• Agencies, franchises and independent cleaners all have pros and cons.
• Ask about ABN, insurance, inclusions, products, access and cancellations.
• Consumer guarantees mean services must be provided with due care and skill.
• Agree how keys and access codes are handled.