How to Choose a Housekeeping Agency in London: 7 Things to Check
Alexandra Iftimi
Head of Housekeeping Services
You're about to hand a stranger a key to your home and pay them to be unsupervised inside it, weekly.
Most people spend longer choosing a hotel than they do choosing a housekeeping agency. Then they're surprised when something goes wrong — a breakage no one admits to, a different person showing up each week, a quote that quietly doubles after the first visit.
These seven questions take 20 minutes to run. They separate agencies that will look after you from ones that will frustrate you.
1. Who Actually Runs the DBS Check?
A DBS check (Disclosure and Barring Service) is the UK government's criminal record check. An enhanced DBS check shows cautions, warnings, and convictions.
The catch: some agencies outsource this to the individual cleaner. The cleaner orders their own check, sends the PDF, and the agency takes their word for it. You have no way to verify when it was done or whether it's been renewed.
Ask directly: "Do you run DBS checks on all staff in-house, and how recently were they done?"
If they can't answer clearly — that's your answer.
2. Are the Cleaners Employed or Self-Employed?
This is the question agencies prefer you don't ask.
Platform model: The agency connects you with self-employed cleaners, takes a commission, and has limited responsibility if things go wrong. When your cleaner's availability changes, you get someone new.
Direct employment: The agency employs the cleaners on PAYE. They're responsible for training, conduct, and replacing the cleaner if something goes wrong. Quality is managed at agency level, not left to each individual.
Direct employment costs slightly more. That extra cost buys you accountability — if something breaks or someone behaves badly, the agency owns it, not you.
Ask: "Are your housekeepers employed by you directly, or are they self-employed contractors?"
3. Will You Get the Same Person Every Time?
This reveals the business model immediately.
Platform-style agencies send whoever's available. That person doesn't know your home, your surfaces, or your preferences. You spend the first 15 minutes of every visit showing them where things are.
A genuine housekeeping agency assigns you one dedicated housekeeper. They learn your home — which floor gets the specific mop, where the spare bin bags are, that you want the cushions a certain way. Over months, the cleans get faster and better because the person knows your property.
Ask: "Will I have the same housekeeper every visit? What happens if they're sick?"
A good agency tells you exactly what their cover process is. A platform shrugs.
4. What Insurance Do They Actually Hold?
Two policies matter:
Public liability covers damage your cleaner causes to your property. If they knock over an antique lamp and it smashes, this is what pays for it. Ask for the policy limit — anything under £1 million should prompt questions.
Employers' liability is legally required for any business with employees. It covers the cleaner if they're injured in your home. If an agency uses self-employed contractors, they may not hold this at all.
Ask for the insurer's name and the policy limit. Any credible agency gives you this without hesitation.
5. Do They Hold Any External Accreditations?
No law requires a cleaning agency to hold accreditations. Most don't bother. That's exactly why it matters when they do.
ISO 9001:2015 is a Quality Management Systems standard that requires documented processes and regular external audits. Very few residential cleaning agencies in London hold it.
SafeContractor (Alcumus) audits health, safety, and risk management. It's recognised by most commercial property and facilities managers as a baseline requirement.
BICSc (British Institute of Cleaning Science) membership means staff have received formal training in cleaning methods, not just shown up and been handed a mop.
None of these guarantee a perfect clean. But they show an agency that has chosen to be held to external standards rather than setting their own bar.
6. Is the Pricing Actually All-Inclusive?
Opaque pricing is where most disputes start.
Watch for: hourly rates that don't include equipment surcharges, booking fees or "administration charges" buried in the terms, introductory rates that quietly increase after a few visits, and cancellation penalties that only apply to you.
Before the first visit, ask for a written quote that confirms: the hourly rate, what it includes, the minimum booking duration, the cancellation notice required, and any extras that could appear on an invoice.
If they can't explain it clearly in 60 seconds, the invoices will be complicated.
7. Can They Provide a Reference From Someone Who's Been a Client for Over a Year?
Online reviews are useful. They're also selectable.
A one-month client who leaves five stars is not the same signal as a three-year client who's never switched. Ask specifically for a reference from someone who has used the service for at least 12 months.
A trustworthy agency can arrange an introduction. They won't share contact details without permission, but they should be able to say: "We have several clients who've been with us for years and are happy to speak to you."
If they can't, ask yourself why.
The Short Version
An agency worth hiring will:
- DBS-check all staff in-house, not outsource it
- Directly employ housekeepers, not use a platform model
- Assign you one dedicated housekeeper from the first visit
- Confirm public liability and employers' liability insurance without hesitation
- Hold at least one recognised external accreditation
- Give you a written, all-inclusive quote upfront
- Provide long-standing client references on request
Most London agencies won't hit all seven. Run this list before you book and you'll know exactly what you're getting into.
How St. Anne's scores:
- Enhanced DBS checks run in-house on all staff before placement ✓
- All housekeepers directly employed on PAYE ✓
- One dedicated housekeeper assigned to each client ✓
- Full public and employers' liability insurance (details on request) ✓
- ISO 9001:2015 certified, SafeContractor accredited, BICSc-trained staff ✓
- All-inclusive rates published on our pricing page, no hidden charges ✓
- Long-standing client references available on request ✓
Call 020 3670 9997 or get a free quote. We respond within 2 hours during business hours.
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