How we keep people safe
We work in people's homes, often with vulnerable clients. This page explains how we screen our team, handle incidents, and respond to complaints.
What we do to protect you and your home
Police-checked staff
Every team member holds a current National Police Check, verified before they are assigned to any client. We re-check at regular intervals.
In-house employment only
Every cleaner is employed directly by ELM Cleaning. We do not outsource to agencies or subcontractors. This means we control training, conduct, and accountability.
Fully insured
We carry comprehensive public liability insurance and WorkCover for every team member. If something goes wrong in your home, you are covered.
Training
All staff complete induction training before their first client visit, covering safe work practices, respectful communication, and how to handle sensitive situations.
Privacy and consent
We do not share client information without consent. Client details are stored securely and accessed only by staff directly involved in delivering the service.
Consistent team assignment
Where possible, we assign the same cleaner to each client to build familiarity and trust. If a replacement is needed, they are briefed on the client's preferences and requirements before attending.
How we handle incidents
If an incident occurs during a visit, the cleaner reports it to our office team immediately. We assess the situation, take any necessary action, and contact you directly.
This includes accidental damage, safety concerns, access issues, or anything unusual observed during the clean. We don't wait for you to discover a problem.
We maintain written records of all incidents, actions taken, and outcomes. These records are available to you on request.
How to raise a concern
If you have a concern about the service you received, or about the conduct of any team member, contact us by:
When a complaint is received, we acknowledge it within one business day. We investigate the concern, speak to the people involved, and respond with what we found and what action we are taking.
For information about how we collect, use, and store personal information, see our privacy policy.