How We Vet Our Cleaners

Your safety and satisfaction are our top priorities. Every Servella cleaner goes through a rigorous vetting process before they can join our platform. We understand that inviting someone into your home requires trust, which is why we take our screening process extremely seriously.

Our comprehensive vetting process

Before any cleaner can work with Servella, they must successfully complete every step of our thorough vetting process:

Identity and eligibility checks

We verify every cleaner's identity and right to work in the UK:

• Government-issued photo ID verification (passport or driving licence)
• Proof of address documentation
• Right to work in the UK verification
• National Insurance number confirmation

Background checks

Safety is paramount, so we conduct comprehensive background checks:

• Enhanced DBS (Disclosure and Barring Service) check - the most thorough criminal record check available
• Reference checks from previous employers (where applicable)
• Employment history verification
• Address history checks

Interview and skills assessment

Every cleaner goes through a detailed interview process:

• In-person or video interview with our recruitment team
• Assessment of cleaning knowledge and techniques
• Discussion of experience with different types of properties and cleaning tasks
• Evaluation of communication skills and professionalism
• Scenario-based questions to assess problem-solving abilities

Probationary period

New cleaners don't simply start working independently straight away:

• Initial supervised cleans with an experienced cleaner or quality assessor
• Feedback collection from early customers
• Performance review before confirmation as a full Servella cleaner
• Additional training provided where needed

Ongoing quality assurance

Our commitment to quality doesn't end once a cleaner joins us. We continuously monitor and support our cleaning team:

• Customer ratings and feedback reviewed after every clean
• Regular performance reviews with our operations team
• Unannounced quality spot checks on randomly selected bookings
• Ongoing training and professional development opportunities
• Regular communication and support from our team

What happens if standards slip?

We take quality seriously. If we receive negative feedback or identify issues, we take immediate action:

• Investigation of any complaints or concerns
• One-to-one coaching and additional training where needed
• Performance improvement plans for persistent issues
• Removal from the platform if standards cannot be maintained

Insurance coverage

All our cleaners are fully insured for your peace of mind. Our comprehensive public liability insurance covers accidental damage to your property during cleaning. In the unlikely event that something is damaged, you can rest assured that you're protected.

Your feedback is essential

Our vetting process is only as good as the information we receive. Your feedback after each clean is crucial to maintaining our high standards. By rating your cleaner and leaving comments after every clean, you help us:

• Identify and reward excellent cleaners who go above and beyond
• Spot potential issues early before they become problems
• Provide targeted coaching and training where needed
• Make better decisions about cleaner assignments
• Continuously improve our service for all customers

How to provide feedback

After each clean, you'll receive a notification inviting you to rate your experience. We encourage you to:

• Rate your clean on a 1-5 star scale
• Leave specific comments about what was done well
• Mention any areas that could be improved
• Report any concerns, no matter how small
• Provide feedback as soon as possible after the clean whilst it's fresh in your mind

Even if everything was perfect, a quick 5-star rating and a brief comment makes a huge difference. It lets your cleaner know they're doing a great job and helps us recognise our top performers. If you have any concerns you'd rather not share in a review, you can always contact our support team directly at support@servella.co.uk.