Every piece of feedback changes something.

What we found

This customer asked us to come and inspect the home before the clean. We told them it wasn't necessary and sized the job on the day instead.

They were right and we were wrong. The work turned out to be three days, not one — and they only learned that after we had started, having already planned their household around a single day.

What we changed

An inspection is now one of the visit types you can book with us. If you want us to see the place before we quote it, that is a normal request and the answer is yes.

We also recommend one ourselves for any job we can't size accurately from the booking form alone, rather than working it out once we're already in your home.

Next: agreeing the number of days with you before we start, and working in sections on longer jobs so your household keeps the rest of the home.

What we found

A newborn has no protection against whooping cough (pertussis) until their own first vaccination at around six to eight weeks. We had no way to confirm, before a visit, whether the person walking in had a current whooping cough booster — so a fair request became an eight-week delay.

What we're changing

We're checking the vaccination status of our team now and building a newborn-ready roster: homes with a baby under 12 months are visited only by cleaners with a whooping cough (dTpa) booster within the last 10 years, and we'll confirm that in writing before the visit. Fresh mask, shoe covers and hand sanitising at the door are part of the same protocol.

Next: a “newborn-ready” tag on the booking form so you don't have to ask, and support for team members to get their booster at a local pharmacy.

What we found

Our booking flow was built around size and frequency. Real-life context — pets, allergies, a new baby, NDIS support, an elderly parent — was landing in a free-text box that cleaners saw only on the day.

What we're changing

A new “Cleaning around real life” section on the residential page lets you pick your situation first, see what's included for it, and build a plan from there. Cleaners receive that context before they arrive.

Next: illustrations for each situation and a shorter plan-builder.

What we found

Bond cleans were priced and scheduled as a single visit. Agent inspections often happen days later, and the customer was left coordinating any re-clean on their own.

What we changed

End-of-lease quotes now include a Post-Inspection option: if the agent's report lists items from our scope, we return and fix them, and the final report items are priced per unit so there are no surprises.

What we found

Quote requests were confirmed only by email, and several were landing in spam. From the customer's side, the request had simply vanished.

What we changed

Every quote request now triggers an immediate SMS confirmation with a reference and the name of the person who will call you back. Email remains as a backup, not the only channel.

What we found

A “from” price protects the business, not the customer. People were bouncing at the enquiry step because the number they would actually pay was hidden behind a phone call.

What we changed

Both the residential price calculator and the commercial site estimator now show a full breakdown — size, frequency, extras — before any contact details are asked for. Custom requests are priced from a published anchor and only ever negotiated down.

What we found

Compliance paperwork was being assembled by hand for each site, which meant delays and inconsistent documents — the exact thing a facilities manager is judged on.

What we changed

Every contractor in the network can now generate a site-specific SWMS and business documents from their profile, and our commercial page lists exactly what compliance material is available on request.

What we found

Customers were matched to “a cleaner” rather than to a person. The name, background and track record existed in our system but were never shown.

What we changed

Each contractor now runs their own local business with a public Business Card — background check status, suburb, and verified work history. You are booked with that person, and the same person comes back.

What we found

Most small misses are never reported — the customer just quietly decides not to rebook. We only hear about the problems big enough to warrant a phone call.

What we're exploring

A one-tap post-clean check-in by SMS — “all good” or “something was missed” — that goes straight to the cleaner and to us, and feeds this page. We are testing wording and timing with a small group of regulars first.

Want to be in the test group? Email us below.

What we found

Invoices are issued by each contractor's business, and the format varies. Plan managers and bookkeepers need consistent fields — ABN, support item, dates, hours — every time.

What we're exploring

A standard invoice template inside every contractor's business tools, with an NDIS-ready layout as an option. We are checking the required fields with two plan managers before we build it.