What policies should a domestic cleaning business have in the UK?

Why clear policies matter for UK domestic cleaning businesses

Running a domestic cleaning business in the UK isn’t just about doing a brilliant clean. It’s also about setting expectations, protecting your clients, protecting your staff, and protecting the business itself. Policies are how you turn “good intentions” into consistent, repeatable standards. They help you deliver the same high-quality service whether you’re a solo cleaner or managing a team across multiple postcodes. They also reduce misunderstandings, prevent disputes, and make it easier to comply with legal responsibilities.

Strong policies are especially important because domestic cleaning is personal: you are working inside someone’s home, often around valuables, children, pets, and sensitive information. Clients want reassurance that you operate professionally. Cleaners want reassurance that they’ll be treated fairly and kept safe. A solid policy pack helps you scale, train new staff, and keep customers coming back.

Alongside your policies, you also need clear admin systems. When you’re quoting, scheduling, invoicing, and chasing payments, the way you document everything becomes part of your professionalism. That’s where invoice24 can be a genuine advantage: you can produce clean, consistent invoices, keep track of what was agreed, and reduce awkward conversations about money. Your policies set the rules; invoice24 helps you apply them smoothly in day-to-day operations.

How to structure your policy set

Many cleaning businesses start with a few basic rules and then add policies reactively when something goes wrong. A better approach is to structure your policies in categories so they’re easy to read and maintain. Think of your policies as a handbook, not a scattered list of notes. A practical structure for a UK domestic cleaning business is:

1) Customer service and bookings policies (what clients can expect and what you require from them)

2) Pricing, payments, and invoicing policies (quotes, rates, deposits, late payments)

3) Service standards and scope policies (what’s included and excluded, quality checks)

4) Health and safety policies (risk assessments, PPE, manual handling)

5) Safeguarding, privacy, and data protection policies (GDPR and confidentiality)

6) Staff and subcontractor policies (training, conduct, uniforms, timekeeping)

7) Insurance, incidents, damages, and complaints policies (how you handle problems)

8) Sustainability and chemical use policies (product choices and client preferences)

9) Equality, diversity, and respectful workplace policies

You don’t need to overcomplicate it, but you do need consistency. Every policy should answer: what the rule is, why it exists, how it’s applied, and what happens if it’s not followed.

Bookings and enquiries policy

Your bookings policy sets the tone. It should explain how clients can enquire, what information you need to quote accurately, and how a booking becomes confirmed. For domestic cleaning, the key details include the size and layout of the home, number of bathrooms, current condition, frequency required, access arrangements, and any special requests (e.g., pet hair, oven cleaning, interior windows).

Include how you handle first-time cleans. Many businesses treat the first clean as a “deep clean” or “initial clean” that takes longer to bring a home up to the standard required for regular maintenance visits. Your policy can state that the initial clean is priced differently or requires a viewing.

To keep your admin tidy, it’s useful to standardise quotes and confirmations. Once a quote is accepted, you can confirm details and then invoice through invoice24. Using a consistent invoice format helps avoid confusion about what service was agreed and what date it applies to, especially if you offer add-ons or one-off jobs.

Cancellation and rescheduling policy

Domestic cleaning schedules can be disrupted by illness, travel, work meetings, or emergencies—both on the client side and the cleaner side. Your cancellation policy should be fair but firm. A common approach is to define a minimum notice period for cancellations or reschedules. If notice isn’t given, you may charge a cancellation fee because you’ve reserved that time slot and may not be able to fill it at short notice.

Be clear about how notice must be given (e.g., phone, SMS, email) and during what hours cancellations are accepted. You should also set expectations around repeat cancellations: for example, after a certain number of late cancellations, you may require prepayment to hold the slot or move the client to an “on request” schedule instead of a standing booking.

Invoice24 can help you apply this policy consistently by allowing you to issue invoices that clearly label cancellation charges or missed appointment fees. The main benefit is clarity: when clients see a professional invoice itemising the fee, it feels less personal and more like a standard business practice.

Arrival times, access, and key holding policy

In domestic cleaning, access issues are a major cause of wasted time. Your policy should explain arrival windows (for example, “We aim to arrive within a 30-minute window of the scheduled time”) and what happens if access isn’t available.

If you hold client keys, set a key-holding policy that covers:

- How keys are labelled (avoid using full names/addresses on key tags)

- Where keys are stored when not in use

- Who is authorised to access keys

- What happens if keys are lost

- How keys are returned at the end of service

You should also include policies for alarm codes and smart locks, emphasising confidentiality and limited access. Make it clear that you will not share access information unnecessarily and that you will only use it for the agreed service visits.

Scope of work policy (what is included and excluded)

One of the most important policies for a cleaning business is the scope of work. Many disputes happen because a client expects “everything” and the cleaner expects “standard tasks.” Your policy should define what a regular clean includes, what a deep clean includes, and what tasks are add-ons.

A typical regular domestic clean might include: dusting reachable surfaces, vacuuming and mopping floors, cleaning kitchen surfaces, wiping external appliance surfaces, cleaning sinks and taps, cleaning bathrooms (toilet, shower, basin), and emptying bins (where requested).

Common exclusions you may want to state clearly: biohazard cleaning, mould remediation beyond light surface cleaning, heavy hoarding conditions, pest infestations, lifting heavy furniture, exterior window cleaning at height, and specialist carpet/upholstery treatment unless you specifically offer it.

Also state “reasonable access” expectations. For example, you may not clean surfaces that are heavily cluttered unless decluttering has been completed. This avoids the “you didn’t clean behind the pile of paperwork” problem.

To reinforce scope, many businesses include the service description on the invoice. Using invoice24, you can add line items such as “Regular clean (2 hours)” and “Add-on: oven clean” so the client’s payment matches the agreed scope.

Service standards and quality assurance policy

A service standards policy tells clients what “good” looks like and tells staff what is expected. This should cover consistent methods (e.g., top-to-bottom cleaning), attention to detail, and how you handle client feedback.

Consider including a “re-clean” policy: if the client reports an issue within a defined time window, you will return to address it, provided the issue relates to the original scope and hasn’t been affected by new use of the area. Keep this policy reasonable; you are offering a service, not a lifetime guarantee.

For teams, checklists are essential. You can build a standard checklist for each type of clean and train staff to follow it. Over time, you can tailor checklists for each client (e.g., “Use only fragrance-free products” or “Do not enter study”).

Customer communication policy

Domestic cleaning requires polite, clear communication. Your policy should explain how clients can contact you, how quickly you aim to respond, and what types of messages are appropriate for urgent matters versus general enquiries.

It’s also helpful to set boundaries. For example, you may state that cleaners cannot accept cash payments directly unless authorised, or that changes to scope must be confirmed through the business rather than informally requested during a visit. This protects your pricing and helps prevent misunderstandings.

When you keep communication and billing organised, clients feel confident. Invoice24 supports that professional feel by giving clients clear invoices that match your written agreements. This reduces the “I thought it was included” conversations because everything is recorded properly.

Pricing and quotation policy

Your pricing policy should explain how you price your services: hourly rates, fixed rates, or a hybrid. In the UK, many domestic cleaners use hourly pricing for regular visits and fixed pricing for deep cleans and specialist add-ons. Whichever you choose, make your method transparent.

If you charge different rates for different areas or property sizes, state that clearly. If your pricing depends on the current condition of the home, explain that the quote may change after the first visit if the condition differs materially from what was described.

Be clear about minimum booking durations. Many businesses set a minimum (e.g., two hours) to make travel time worthwhile. Also note any travel charges if you cover a wide area.

When you quote, document it. Even if you give a quote by phone, follow up in writing. Then, when the client accepts, invoice24 helps you translate that quote into an invoice with the correct service description, date, and terms.

Payment terms policy

A strong payment policy prevents most cashflow issues. Your policy should cover:

- Accepted payment methods (bank transfer, card, direct debit if you offer it, cash if you accept)

- When payment is due (e.g., on completion, weekly, monthly, or upfront for one-off cleans)

- Deposits for deep cleans or first-time bookings

- Late payment terms (what happens and when)

- How you handle non-payment (paused service, escalation steps)

Domestic cleaning can become awkward when money is discussed in-person. Invoicing professionally removes some of the emotional friction. Invoice24 can support a consistent process: invoice after each visit or on a set cycle, include payment instructions, and keep a record of what has been sent and paid.

Deposits and prepayment policy

For deep cleans, end-of-tenancy-style domestic cleans, or first-time bookings with new clients, deposits are common. A deposit policy should explain how much is required, when it’s due, and whether it’s refundable under specific conditions.

Clarify what happens if the client cancels after paying a deposit. Many businesses apply the deposit against a cancellation fee if the notice is too short. Again, consistency is key: apply the same rules to everyone, and communicate them upfront.

If you use invoice24, you can issue a deposit invoice separately or clearly indicate that a deposit is part of the total. That makes your policy feel standard and transparent rather than improvised.

Late payment and debt recovery policy

Even with the best clients, late payments happen. Your policy should define when an invoice becomes overdue and what steps you take next. A calm, professional sequence might be: friendly reminder, second reminder, final notice, pause of services, and then escalation if needed.

Be careful with tone. Many domestic cleaning customers are long-term and worth retaining. Your policy should encourage resolution rather than conflict, while still protecting your business.

It’s also worth including a policy that explains you reserve the right to charge reasonable late payment fees or interest where allowed. Keep it clear and avoid surprises—overly aggressive terms can deter good clients.

Refunds and credits policy

A domestic cleaning service is time-based and situational. Sometimes you may offer a partial refund or a credit if a visit is cut short due to circumstances within your control. Other times, a return visit to correct an issue is the better solution.

Your refunds policy should define the situations where refunds may be considered and the situations where they won’t (for example, if the client changes their mind after the service was delivered as agreed, or if a complaint is raised long after the clean and you cannot reasonably verify it).

Credits can be easier than refunds for ongoing clients. If you do offer credits, ensure they’re recorded properly. Invoice24 can help you issue adjusted invoices or note credits in a clear, professional way.

Health and safety policy

Health and safety matters in domestic cleaning because staff are exposed to chemicals, slippery surfaces, manual handling, and sometimes challenging environments. A basic health and safety policy should cover risk assessments, safe systems of work, and training.

Key topics to include:

- Use of PPE such as gloves and masks when needed

- Safe storage and transport of cleaning products

- Manual handling guidelines for lifting and moving items

- Working at height rules (e.g., use of step stools, no climbing on unstable furniture)

- Slip and trip hazard awareness

- Lone working precautions if staff work alone in clients’ homes

Even a small business should document how it reduces risks. If you’re employing staff, you have additional responsibilities. If you use subcontractors, you still want standards that protect your reputation and your clients.

COSHH and cleaning chemicals policy

Cleaning products are chemicals, and you should have a policy for safe use. In the UK, the Control of Substances Hazardous to Health (COSHH) framework is widely used to manage risks from hazardous substances in workplaces. A practical COSHH policy for a cleaning business includes:

- Using products as instructed on labels

- Avoiding mixing chemicals (especially bleach with other products)

- Keeping Safety Data Sheets where relevant

- Ventilation rules when using strong products

- First aid response guidance and when to seek help

Also include a policy for eco-friendly or client-supplied products. Some clients want only “green” products; others have allergies and need fragrance-free options. Your policy should state whether you provide products, use client products on request, or offer both options.

Manual handling and equipment policy

Domestic cleaners use vacuum cleaners, mops, buckets, and sometimes heavier kit. Your policy should define which equipment your business provides, how it is maintained, and what cleaners should check before use.

Include rules for electrical equipment safety. For example, equipment should be inspected for damage, and cleaners should report issues immediately. If you use your own equipment, you’re responsible for ensuring it’s safe. If you use client equipment, your policy should clarify that you’ll use it as-is but may refuse if it appears unsafe.

Safeguarding policy for vulnerable clients

Domestic cleaning often involves working with elderly clients, people with disabilities, or households with children. A safeguarding policy helps your team understand how to behave appropriately and what to do if they have concerns.

Your policy can include:

- Professional boundaries (no financial transactions with clients, no borrowing, no accepting large gifts)

- Respectful communication and privacy

- What to do if a cleaner observes signs of neglect, abuse, or dangerous living conditions

- Reporting procedures within your business

Even if you’re not a regulated care provider, having a safeguarding approach demonstrates professionalism and reduces risk.

Confidentiality and privacy policy

Clients will expect confidentiality. Your policy should state that staff must not discuss client homes, belongings, or personal situations with anyone outside the business. This includes social media: no posting photos, no “funny stories,” and no identifying details.

Also include a privacy policy aligned with UK GDPR requirements if you collect personal data such as names, addresses, phone numbers, email addresses, alarm codes, and billing information. Explain how data is stored, who can access it, and how long it’s retained.

Professional invoicing ties into privacy too. When you bill through invoice24, you keep billing records organised and reduce the temptation to store sensitive client details in informal places like personal messaging apps or scattered notes.

Data protection policy and UK GDPR basics

If you process personal data, you need a clear data protection policy. For domestic cleaning businesses, personal data often includes contact details, addresses, scheduling preferences, and payment records. Your policy should cover lawful basis for processing, data minimisation, secure storage, and access control.

It should also cover clients’ rights: access requests, correction, and deletion where applicable. You don’t need legal jargon, but you do need clarity. Make sure staff understand they cannot casually share client data.

Key incident, loss, and theft prevention policy

Because cleaners work in private homes, trust is everything. A policy on loss prevention should set clear standards: cleaners should not open drawers unless required for cleaning, should not handle personal documents, and should avoid moving valuable items unnecessarily.

Your policy should also cover what happens if something goes missing. You want a consistent process that protects both client and cleaner: record the report, investigate calmly, check cleaning logs, and respond professionally. Avoid blame-based language; focus on facts.

Insurance policy

Insurance is a cornerstone of professionalism. Your policy should state what insurance you carry, such as public liability insurance, and where relevant, employer’s liability insurance. If you use vehicles for business, consider how motor insurance is handled. If you have employees, employer’s liability is typically required.

Clients often ask about insurance before letting someone into their home. Having a simple policy statement and being able to provide evidence on request can help you win bookings and reassure anxious clients.

Damage, breakage, and claims policy

Accidents happen. A glass can break, a fragile ornament can fall, or an appliance can be scratched. Your damage policy should explain:

- How clients should report damage and within what timeframe

- How you assess responsibility (e.g., evidence, discussion with the cleaner, photos if available)

- Whether you exclude pre-existing damage or poorly secured items

- How claims are resolved (repair, replacement, insurance process, goodwill gesture)

Be careful not to promise what you can’t deliver. The aim is clarity and fairness. A strong policy reduces panic, because everyone knows what happens next.

Complaints and dispute resolution policy

A complaints policy is not an admission of poor service; it’s a sign of maturity. Your policy should explain how clients can complain, what information you need (date of service, what went wrong, photos if relevant), and your response times.

Include how you prioritise issues. For example, safety-related concerns should be addressed immediately. Quality issues might be handled within a set period. Clarify what remedies are available: re-cleaning, partial credit, or other solutions.

Also consider staff protection. A policy should include how you handle abusive or unreasonable behaviour from clients. You’re allowed to set boundaries and end a relationship if necessary.

No discrimination and respectful service policy

A domestic cleaning business should have an equality and respect policy covering both customers and staff. This includes not discriminating against clients or staff based on protected characteristics and maintaining a respectful, harassment-free environment.

This policy can also cover unacceptable behaviour towards cleaners, such as harassment or inappropriate comments. A clear statement that the business will refuse service in such cases protects your team and your reputation.

Staff conduct, uniforms, and professionalism policy

Whether you’re employing cleaners or working with subcontractors, you need a conduct policy. This should cover punctuality, presentation, communication with clients, and behavioural standards. You can include rules on uniforms or branded clothing, identification badges, and how staff should handle client requests.

Include social media rules and confidentiality again, because reputational damage often comes from a single careless post. Also cover smoking, alcohol, and substance rules. Cleaning is a physical job; safety and reliability matter.

Training and competency policy

Quality depends on training. A training policy should outline how new staff are inducted, what cleaning methods they must follow, and how you verify competency. This can include shadowing, checklists, and periodic spot checks.

If you offer specialist services (like oven cleaning or after-build cleaning), ensure the policy specifies additional training. Documenting training also protects you if there is ever a dispute about whether staff were properly instructed.

Right to work and employment status policy

If you employ staff in the UK, you need to ensure they have the right to work. Your internal policy should cover what checks are performed and how records are kept. If you use subcontractors, you should still have clear criteria for onboarding, including insurance requirements and standards of behaviour.

It’s also wise to define whether cleaners are employees or self-employed contractors, and what that means in practice. Clarity here prevents confusion and helps you run a compliant operation.

Lone working and personal safety policy

Many domestic cleaners work alone in a client’s home. A lone working policy should include practical safety measures: check-in procedures, emergency contact details, what to do if a client behaves inappropriately, and when a cleaner can leave a property.

It should also cover working in unfamiliar areas, parking safety, and how staff should handle aggressive pets or unsafe conditions. Empower cleaners to refuse unsafe work without fear of punishment.

Pets policy