Frequently Asked Questions
If yours is not here, do ask us.
Do I need to be home?
No. Most of our clients are not, and many prefer it that way. We agree secure access arrangements with you at the consultation and the same assistant attends each visit, so there is never an unfamiliar face at your door.
How do you handle keys and alarms?
Keys are held under a logged, signed-out system and are never labelled with an address. Alarm codes are recorded against your property and shared only with the assistant attending. If you would rather not provide either, we will work to whatever access arrangement suits you.
What products do you use?
We use professional products chosen for the surface rather than for speed, including specialist treatments for stone, hardwood and fine fabrics. If you prefer particular products, or need us to avoid something for reasons of allergy or scent, we record that on your home profile and it travels with every visit.
Are you insured?
Yes. Hawthorne Household Care carries full public liability insurance, and every Household Care Assistant is vetted, reference-checked and DBS-checked before entering a client home. Certificates are available on request.
What happens if something is damaged?
You tell us, and we put it right. Damage is logged against the visit the same day, a director reviews it, and our insurance covers what it should. Pre-existing damage is photographed and reported to you rather than left to be discovered later.
Can I have the same person every week?
That is how the service is designed. You are introduced to your assistant at the outset and they attend your home each visit. When they are on leave we tell you in advance and brief their cover from your home profile.
What areas do you cover?
We work across Hale, Bowdon and Altrincham. The current postcodes are listed on this site. If you are just outside them, do send us your details anyway — we would rather have the conversation.
How does pricing work?
Pricing is per property rather than per hour, agreed with you at the consultation and fixed from then on. It reflects the size of the home and the work involved, not a clock. There is no charge for the consultation.
What is your cancellation policy?
We ask for as much notice as you can give, and forty-eight hours where possible, so the assistant reserved for your home can be re-scheduled. Occasional changes are part of running a household and we will always try to accommodate them.