There are five honest questions to ask before you book a cleaner — and most cleaners will not have good answers to all five. Use this as your filter and you avoid the 80% of problems people report with home-cleaning services.
The five questions to ask
- 1. Are you insured? Public liability insurance is non-negotiable. “$5 million public liability” is the standard answer to expect.
- 2. Same cleaner every visit? Rotating cleaners means rotating quality. Owner-operators are best.
- 3. What’s your checklist? A defined, written checklist is the difference between a service and a hope.
- 4. Fixed price or hourly? Fixed price protects you from surprise bills. Hourly invites scope creep.
- 5. What’s your cancellation policy? Flexible policies suggest a reliable operator. Punitive policies signal high cancellation rates.
The red flags
- No insurance (“we are very careful” is not an answer)
- Refuses to walk through before quoting
- Will not put pricing in writing
- Cannot tell you who will actually be at your home
- Reluctant to share references or a Google profile
- Asks for full payment upfront before first visit
- Vague answers about what is included vs. extra
Filter cleaners — the five questions
Public liability
$5M
Standard insurance level
Every visit
Same cleaner
Owner-operator best
Written quote
Fixed price
No hourly surprises
The green flags
- Public liability insurance certificate available on request
- Walks through your home before quoting
- Written quote, fixed price
- Same cleaner every visit (owner-operator is ideal)
- Defined checklist published or available
- Google reviews visible on independent profile
- Specific local references available
- Reasonable cancellation policy (24-48 hours)
- Photo documentation of work done
“Asked Hamish for his insurance certificate up-front. He sent it immediately. That was when I knew I was dealing with a real operator.”
— Lyndall G, Wangaratta · First recurring customer
Ready when you are
Looking for a reliable Wangaratta cleaner?
Free walkthrough. Insurance certificate available on request.
How to validate before booking
- Google the business name + read reviews on Google profile (not their own website)
- Ask for the ABN — verify on ASIC business register
- Ask for a copy of the public liability insurance certificate
- Ask if they are police-checked
- Book a one-off clean before committing to recurring — see how they do
What our recurring customers ask before booking
Most ask three: “Are you insured?”, “Is it the same person every time?”, and “Can I see your checklist?”. The fourth most common question is “Can I cancel if it doesn’t work out?” — a fair question. Our answer is yes, no charge, no notice required after the first visit.
Request a free quote or call 0493 295 032.
Three reliable green flags to look for
INSURANCE
Certificate
On request
Public liability cover. Easy to ask, telling when not provided.
SAME CLEANER
Every visit
Owner-operator ideal
Quality consistency. Knows your home. Trusted with keys and access.
CHECKLIST
Written
Published or shared
Defined scope. No “I thought that was included” arguments.
“I had a bad experience with a rotating-cleaner service. Always different person, never the same quality. Owner-operator is the only way I’d go now.”
— Robert L, Beechworth · Switched to Green Koala from another service
Three red flags that mean walk away
NO INSURANCE
Walk away
Non-negotiable
“We’re very careful” is not an answer. If something goes wrong, you wear the cost.
WON’T QUOTE WRITTEN
Walk away
Verbal-only
Written quote protects you. Verbal-only invites disputes later.
PAYMENT UPFRONT
Caution
All-in advance
Reasonable to expect bond on first visit. Full pre-payment for ongoing is unusual.
Your pre-booking checklist
- ✓Public liability insurance confirmed
- ✓Same-cleaner policy confirmed
- ✓Written checklist available
- ✓Fixed-price written quote
- ✓Cancellation policy reasonable
- ✓Google reviews positive on independent profile
- ✓ABN verified on ASIC register
- ✓Walk-through done before quoting
Frequently Asked Questions
How do I check if a cleaner is insured?+
Ask for a copy of the public liability insurance certificate. It should be issued by a recognised Australian insurer and current.
What’s the standard public liability cover for a cleaner?+
$5 million is standard. $10 million is preferred. Anything less than $2 million is concerning.
Should I always go owner-operator?+
Not always — but it’s the simplest way to get consistent quality. Larger operators with locked-in cleaner assignment work too, if the cleaner doesn’t rotate.
Is it OK to book a one-off clean first?+
Yes — and recommended. See the quality, communication, and timekeeping before committing to recurring.
How do I verify an ABN?+
Free check at abr.business.gov.au. Confirms the business is registered and currently active.
What if the cleaner asks for payment upfront?+
Reasonable for the first visit. Unusual to require all-in-advance for ongoing schedules. Walk away from any service demanding 12 months upfront.
Are police checks required?+
Not legally — but recommended for anyone with keys to your home. Many cleaners voluntarily complete them. We have.
Should I check reviews on their own website or Google?+
Google — independent platform. Reviews on their own website can be filtered.
Sources & further reading
- Consumer guarantees on services Australian Competition and Consumer Commission
- Cleaning the home — Better Health Channel Victorian Department of Health
- Indoor allergens and asthma triggers Asthma Australia
- Indoor air quality at home — guidance Australian Government Department of Health
- Reducing your home energy bills Australian Government — Department of Climate Change, Energy
Ready when you are
Ready to Filter the Field?
Free quote. Same owner-operator every visit. Wangaratta + 90 towns across Northeast Victoria.
