Frequently Asked Questions

Our office hours are Monday-Friday 8:00 a.m. to 5:00 p.m. We clean between the hours of 7:30 a.m. and 5:00 p.m. We try our best to accommodate your preference in days. Because we do not set cleaning time limits, we will ask if you prefer a morning or afternoon cleaning time. Due to the nature of the business and travel between clients’ homes, we have a 2 hour arrival window.

Quality is our number one priority and we want you completely satisfied. After each cleaning we send out one question survey because it is extremely valuable for us to know how we are doing every time we are in your home. We are not happy unless you are 100% happy. Based on our client’s response and their rating, our employees receive bonuses for their performance.

Our staff is professionally trained in proper cleaning techniques. We do one-on-one training of new hires until they have mastered our high cleaning standards. Our professionals are also trained in the following areas: use of different cleaning products, proper use and maintenance of cleaning equipment, use of alarm systems, workplace safety, organizational and time management skills, knowledge of our company’s policies, communication skills, with the client, co-workers. We have monthly meetings with our staff to do continuing education on different areas of cleaning.

Most of our customers are not home when we clean their homes. We keep detailed information about each client’s home cleaning or special instructions and information regarding pets, access, and alarm codes.

Because of the nature of our business our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff are instructed to call our office at once and to leave a note advising you of the incident. The office will also follow-up with a phone call to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Helping Hands is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm.

The most tragic form of damage is something irreplaceable either monetarily or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.

We accept cash in a sealed envelope (labeled with your name and address), checks and all credit cards (Visa, MC & Discover and AmEx). If you choose to pay by check, we ask that you leave the payment on the kitchen counter. Receipts will be emailed if requested. A $50.00 fee will be assessed for any checks returned by your bank. All prior balances must be cleared, before the next service.

We love special requests! Please communicate any additional chores, services or cleaning procedures you desire directly to our office at (630) 528-2158. Every effort will be made to accommodate you.

Our professionals cannot climb higher than two step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 30 pounds, prepare meals, or provide any pet or children-related services and change top bunk beds.

No. A great deal of time and resources is put into hiring our staff. Our Service Agreement states that you agree not to hire any past or present Helping Hands professionals, other than through our office for a period of not less than 2 years from the date the professional last worked for Helping Hands, for any purpose whatsoever. In the event that you feel you must hire this person in spite of this agreement, our referral fee to you is $2500 and is due in full immediately upon employment or use of the past/present staff member, regardless of whether the employment is regular employment or on a contract basis.