ANY QUESTIONS YOU HAVE ABOUT US & OUR SERVICES…

Every service is customised to your family’s needs, but typically includes: premium cleaning of all areas, we may put a load of laundry on, or bring it in, fold it and put away what we can, bed making (linen change if requested), kitchen reset, bathroom refresh, and any additional services you’ve requested like meal prep or throw on the slow cooker during our time there.

Absolutely! We can meal plan, prep ingredients, batch cook, prepare school lunches, and even have dinner ready when you get home. We work with your family’s dietary needs and preferences.

We ask our clients to supply cleaning products and equipment for their Home Assistant to use during their service. This way we are always using products that we know are safe to use in your home. Rest assured, you’ll be emailed a list of recommended products as part of the onboarding process in case you’d like to try something new.

We’re families serving families with a genuine understanding of family dynamics. We provide comprehensive household management (not just cleaning), build real relationships with clients, and adapt flexibly to family life. Plus, we’re trained to luxury standards with attention to every detail. Our House Mums have a checklist of everything we do so they meet our House Mum standards, and you will know what to expect from every clean.

Absolutely. We can work while you’re home, while kids are at school, or whatever suits your family best. Many clients love having us there when kids get home – we’ve become part of their routine!

This depends on your family’s needs and budget. Our families value consistency and reliability so for this reason we offer daily, weekly or fortnightly services. We don’t offer monthly services.

We don’t work weekends because that is our family time, and we don’t work on Mondays because public holidays mean trying to squeeze all Monday clients into another House Mum’s schedule that balances their time with their family. During school holidays, there may be some changes to availability and scheduling.

We’ll always let you know in advance and either reschedule or send another trained team member who’ll have access to our file on your preferences and any special instructions. If your assigned Home Assistant is unable to continue your service for any reason, we will endeavour to assign a new Home Assistant to your family within 30 days to maintain continuity of service.

The minimum number of hours is 3 for a weekly service and 4 for a fortnightly service. We don’t do monthly services.

Yes, House Mum assigns a dedicated Home Assistant to your family to provide consistent and personalised service tailored to your needs. This approach requires a minimum service commitment of three months. If services are terminated before the minimum commitment period ends, a cancellation fee of 50% of the remaining scheduled services will apply.

You fill out the Booking Enquiry form, which provides us with the necessary information to email you a quote.

The service is based on the number of hours needed to complete the requested services. You decide what you want your House Mum to do in that time, whether it’s house cleaning, meal prepping, cooking, laundry or something else. She will come in and do what you need in the hours you’ve invested in.

All services are charged at the same hourly rate, so no matter what services you need, it’s the same cost.

Payment is made on the day via your nominated credit or debit card through Stripe. A 1.75% Stripe fee applies. For NDIS participants, DVA or business clients, we can arrange appropriate invoicing for you

For services involving picking up groceries or running other errands that require payment (e.g. dry cleaning), you must supply payment directly to the Home Assistant in cash or an eftpos card. Receipts will be provided for transparency and accountability.

No. Our pricing reflects the dedicated, personalised service you receive with your assigned Home Assistant who learns your family’s unique preferences and needs.

Trust is everything to us. Our team members are carefully selected, trained, and many have been with us for years. We’re a family business with strong community ties, and we treat every home like our own.

Accidents are rare, but if something does happen, we’re fully insured and will take immediate responsibility. We’ll repair or replace anything damaged during our service.

Not at all! We only recommend you’re home for the first service; otherwise, many clients prefer us to work while they’re out! While some families love being home and chatting with their Home Assistant, it’s entirely up to you. Please note that House Mum does not retain client keys due to insurance and liability policies. If you won’t be home during the service, we recommend arranging secure key access through a lockbox.

We ask that you ensure safe and easy access to your home during scheduled services and notify us of any changes to access or security codes in advance. If access is not provided, a lockout fee of 100% of the scheduled service fee may be charged. If access issues persist, additional fees may be applicable.

Your privacy is paramount. We never discuss your family or home with anyone else, and any personal information is kept strictly confidential. Our team signs confidentiality agreements.

We recommend that you be home for your first service so you can meet your Home Assistant, show her around, and discuss any preferences in person. They’ll then get started on your priorities for the day. If you are unable to be home, please leave a note on the bench or in your communication book to guide your Home Assistant on the requested tasks.

This depends on several factors, including our current schedule, your preferences, and our team’s availability. Some areas have a waiting list, and in other suburbs, we can often start within 1-2 weeks of your booked call.

You can do a tidy-up, or you can leave it for us; just be aware that tidying does use up some of our time. We just need your cleaning equipment in working order and ready to use, products available and accessible. And if you have a priority list for the day, please share it with them.

Your satisfaction is guaranteed. If anything doesn’t meet your expectations, please let us know within 24 hours, and we’ll return to make it right at no charge. Additional tasks beyond the original scope may incur charges.

You can either text them directly if you are both happy to communicate that way, or you can have a “communication book” where you can write notes back and forth between each service.

Please notify us if anyone in your household is unwell so we can reschedule the service. If illness is observed on arrival, we reserve the right to leave and charge 100% of the scheduled fee for health and safety reasons.

Absolutely. We’re experienced working with families who have various needs and can adapt our services accordingly. We also accept NDIS funding where applicable.

We specialise in supporting busy families! We understand the chaos of life with little ones and can change our approach to be quiet during nap times or extra helpful with baby-related tasks.

Email is usually fastest at admin@housemum.com, but you can also use the contact form on our website. We aim to respond to all enquiries within 24 hours during our working hours Tuesday-Friday.

Absolutely! Every family is unique, and we love customising our services to match your specific needs and preferences. Just let us know what would make your life easier.