PAR CORINNE FRÉCHETTE-LESSARD
Housekeeper, cleaning lady, or residential cleaning service: whatever term you use, make sure to do your homework before trusting professionals with cleaning your home.
When people think of mishaps that can occur with a cleaning service, they imagine valuables disappearing or fragile knick-knacks being broken. For our contributor Isabelle Ducas, however, the problem was a little saltier.
In 2009, the company she had been using for years—one she was very satisfied with—sent her a new employee. “The first time, everything went fine. But when I came home after his second visit, I could see right away the cleaning had been rushed,” she recalls. On her computer, a series of XXX websites had been left open. “Looking at the browser history, I saw that he had spent two out of four hours watching porn.” She complained to the company, and the young man never came back. Isabelle Ducas could hardly have avoided this situation: the company was reliable, and no one is completely immune to isolated incidents.
Still, her story is a reminder that delegating housekeeping means opening the doors to your privacy—often in your absence. Before handing over the keys to your home, you need to do your due diligence.
7 tips for finding the right fit
For a long time, residential cleaning was mostly done “off the books” by housekeepers. Today, the industry includes a wide variety of companies. Still, it remains largely unregulated. There is no association or certification consumers can rely on as a guarantee of credibility. Here’s what to do:
- Ask for references. Many companies provide them. Ask for contact information of a few clients and pose specific questions: Does the housekeeper always show up on time? Are they thorough? Do they bring the right equipment?
- Check the Québec business registry. With a company’s name—or better yet, its Québec enterprise number (NEQ)—you can look up whether it is properly registered (mandatory for all businesses except self-employed workers) and whether it has filed for bankruptcy.
- Verify payment methods. Be cautious of companies that only accept cash. Without proof of payment, a dishonest housekeeper could falsely claim you didn’t pay.
- Require proof of insurance. Choose a service covered by liability insurance. Like plumbing or painting, cleaning carries risks of damage. “Imagine someone unplugs your basement sump pump to plug in the vacuum, then forgets to reconnect it. A few hours later, it rains and your basement floods,” explains Yves Grenier, president of Réseau Ménage, an online cleaning-service directory. To confirm coverage, ask for the insurer’s name and policy number, and check it. Coverage of $1 million is generally sufficient.
- Clarify who will be coming. How many people will clean your home? Will it always be the same ones? Some clients prefer to build trust with a single cleaner, while others prefer a team for faster service.
- Insist on a written contract. Ask the company for a written agreement outlining the services provided. This serves as proof of what should be done. If the company doesn’t honor the contract, you can file a complaint with Québec’s consumer protection office (OPC).
- Request estimates. Have several companies visit your home and compare quotes. “Tidy up first, so they don’t overestimate the workload,” adds Yves Grenier.
Flexible or fixed services?
Some companies offer personalized services. For example, Services d’entretien ménager de l’Outaouais (SEMO) sets a priority list with each client and charges by the hour. “Some people only want the floors done,” says owner Diane Barbeau.
Others, like Groupe Adèle, stick to fixed packages. For instance, you can’t ask them to dust blinds every second visit just to save money. “The reason is simple,” explains company president Gaétan Migneault, whose firm is one of the largest residential cleaning franchise networks in Québec. “One day, you’ll tell visitors that Adèle does your cleaning. If they see dusty blinds, they’ll think we cut corners.” That’s why the company applies the same cleaning protocol to every room entrusted to them.
Core services typically include:
- Dusting
- Complete bathroom cleaning
- Cleaning horizontal and vertical surfaces in the kitchen (cabinet doors, counters, appliances)
- Floor cleaning (vacuuming and mopping)
Extras may include:
- Cleaning the inside of appliances
- Carpet cleaning
- Washing walls, ceilings, and windows
- Heavy-duty or seasonal cleaning tasks
What does it cost?
Some companies charge by the hour, others by the package. Prices depend on the specifics of the home: number of rooms, occupants, pets, amount of knick-knacks, and flooring type (carpet, vinyl, hardwood, etc.). “A cluttered small apartment with two residents may cost more than a minimalist house with one senior,” notes Gaétan Migneault.
On average, most clients request service every two weeks. Groupe Adèle clients pay around $87 per visit. At SEMO, Diane Barbeau estimates $75–$80 for a standard single-family home (two floors, three bedrooms, 1.5 baths, living room, kitchen, dining room).
Some companies charge extra for the first visit, which usually requires more work. Others absorb the cost but require a minimum commitment. If billed by the hour, first visits will usually take longer. Extras are harder to price: window washing, wall cleaning, or ceiling cleaning vary widely depending on size and number. Hourly-based companies will bill these extras by the hour, while package-based ones will provide a set price.
Do your part
Providers expect clients to tidy up first. “Since we don’t know where things go, it’s difficult for us to put them away,” says Gilbert Valiquette, owner of the Ménage-Aide franchise network. Time spent decluttering is time not spent cleaning.
If you want special products used—for stainless steel or slate, for instance—you’ll need to provide them. Most companies use their own supplies and equipment, both to ensure quality and because they have access to professional-grade products not sold to consumers. Some companies also specialize in green cleaning with eco-friendly products.
Should you hand over your keys?
If a company asks for a copy of your house keys and it feels suspicious, don’t worry—it’s a common practice. “Most of our clients are not home during visits and leave us not just their keys, but also their alarm codes,” says Gaétan Migneault. According to the Insurance Bureau of Canada (BAC), you should notify your insurer; your premium may increase.
That said, your absence isn’t required. “Stay-at-home moms, seniors, and self-employed workers are often home when we clean. It’s not a problem—we adjust,” says Diane Barbeau. In such cases, she suggests directing the work. “Tell us to start with the baby’s room so nap time isn’t disrupted, or with the kitchen so it’s ready for lunch.”
What if you’re not satisfied?
“Usually, when clients aren’t happy, they switch providers,” says Gaétan Migneault. In many cases, 24 to 48 hours’ notice is enough to cancel a visit or the service altogether. Still, before cutting ties, communication can help. “It’s normal to need adjustments. You have the right to say you want less time spent on one task and more on another,” says Diane Barbeau.
“If the agreement is based on a task list, the client can demand the cleaner return if the work wasn’t done properly,” adds Yves Grenier. Some companies leave comment cards at each visit and follow up if clients report dissatisfaction. Sometimes you can request a different cleaner, though not always. And if the contract terms are breached, you can file a complaint with L’Office de la protection du consommateur.