Most disputes between residents and cleaners in Singapore stem not from bad intent but from different assumptions about what was agreed. A few direct questions asked before the first session prevents almost all of them. This guide collects those questions in a practical sequence — starting with the basics and moving into the scenarios that people usually don't think to raise until they become a problem.
Before the First Session: Logistics
What is your rate and how is it calculated?
Get a clear answer: is it per hour, per session, or a flat rate per visit? If hourly, is there a minimum session length? Some agencies charge by the hour but build in travel time as part of the billable period. Others have a minimum of three hours per visit regardless of how quickly the job is done.
What is included in your standard rate?
This is the single most important question. A "standard clean" means something different to almost every provider. Ask for a written list — not a verbal summary — of exactly which tasks are included in the base price and which are available at additional cost. Common add-ons that are often not mentioned upfront include ironing, dish washing, inside-oven cleaning, balcony scrubbing, and window track cleaning.
Do you bring your own supplies, or do I need to provide them?
The answer varies. Some agencies bring all materials and include that cost in the rate. Others expect you to supply everything. A third common arrangement is that the cleaner brings basic supplies but expects you to have specific products for specialty surfaces (marble, parquet, stainless steel). Confirm this before the first visit — running out to buy cleaning products on the day of a session is an avoidable inconvenience.
If you have specific allergies or sensitivities to cleaning products (bleach, strong fragrances, certain solvents), mention this immediately. Ask the cleaner or agency to confirm which products they typically use and whether substitutions are possible. This matters particularly in smaller HDB units where ventilation may be limited.
Scheduling and Reliability
How much notice do you need to reschedule or cancel?
Standard practice among established agencies is 24–48 hours for cancellation without a fee. Some require only 12 hours. One-sided terms — where you need to give 48 hours but they can cancel same-day — are a red flag worth noting before you commit.
What happens if my usual cleaner is sick or unavailable?
This question reveals more about an agency's operational depth than almost any other. Good answers include a specific replacement process: how quickly you're notified, how replacement workers are vetted, and whether you have the right to decline a session if the replacement doesn't suit. Vague answers ("we'll sort something out") are not sufficient.
Do you send the same cleaner each time?
For regular weekly or fortnightly sessions, most residents prefer consistency — the same person who knows the layout and specific preferences. Many agencies try to accommodate this but cannot guarantee it. Ask directly rather than assuming. If consistency is a priority for you, some agencies offer contracts that specifically assign a named cleaner to your household.
Access and Security
How is key or access card management handled?
If the cleaner will be entering while you're out, the arrangement for keys or digital access codes needs to be explicit. Who holds a copy of your key? Is it stored in a secure location at the agency? What happens to the key if the cleaner changes? For condominiums with access systems, how are visitor cards or one-time access codes arranged?
Are your workers background-checked?
Reputable agencies conduct basic background checks on the individuals they place. Ask directly. For foreign domestic workers on Work Permits, MOM documentation provides some verification of identity. For local part-timers, ask whether any reference or background check process exists. The answer is a reasonable indicator of how seriously the agency takes security.
If Something Goes Wrong
What is your damage policy?
Accidents happen during cleaning — a dropped item, a surface marked by the wrong product. Before the first session, ask: who is responsible for accidental damage? What documentation is required to make a claim? How quickly are claims resolved? A written damage policy or liability clause in the service agreement means you have recourse. A verbal assurance does not.
Agency public liability insurance typically covers accidental damage above a certain threshold. For individual items of significant value — original artwork, specific electronic equipment, antiques — check whether your home contents insurance covers damage by a domestic worker. Some policies exclude it without a specific endorsement.
How do I raise a complaint if I'm not satisfied with the clean?
Ask what the process looks like in practice: who to contact, within what timeframe, and what remedies are available. A re-clean within 48 hours is a reasonable baseline expectation. Agencies that handle this with a clear process — a written complaint form, an account manager to contact — indicate more organised operations.
Practical Questions Often Forgotten
- Will you clean inside cupboards or wardrobes, and if so, only when asked or as standard?
- Do you clean underneath furniture, or do items need to be moved first?
- Are the cleaning products you use safe around children and pets?
- Do you have experience with specific surface types (marble, parquet, solid wood)?
- Is tipping expected or is it discouraged by agency policy?
- What is the maximum number of consecutive sessions without a cleaner change?
Putting the Answers in Writing
After your initial conversation, send a brief email to the agency summarising the key points you discussed: the tasks included, the rate, the materials arrangement, and the cancellation policy. Ask them to confirm by reply. This is not adversarial — it is a reasonable step that prevents misremembering on both sides. Most professional agencies will respond without issue. Those that push back on this request without good reason are telling you something useful.
The goal is not an exhaustive legal document before you've even had one session — it is clarity on the points most likely to cause friction later. A cleaner or agency who answers these questions directly, without deflection, is usually worth trying.
