How We Vet Cleaners: TrustID, the Trust Cleaning Index & TrustClean

Letting someone into your home takes trust. This page explains exactly how my cleanerHUB vets cleaners, what the Trust Cleaning Index means, and what's covered by our TrustClean Promise – so you know what stands behind every booking.

Every cleaner is ID-verified through TrustID

Before a cleaner can take bookings, their identity and right to work are verified through TrustID, an independent verification provider. Cleaners provide a passport or UK driving licence (or a Share Code if they're not UK or Irish). TrustID handles these documents directly and securely – we only receive a pass or fail result, never copies of personal documents. Verification usually takes 24–48 hours, and a profile only goes live once checks are passed. A DBS check is optional, and cleaners who have one are highlighted.

The Trust Cleaning Index

Every cleaner carries a Trust Cleaning Index score that helps you choose with confidence. It combines:

• Customer reviews and average rating
• Reliability – turning up and completing jobs
• Responsiveness – replying to requests promptly
• Proximity to your home

Cleaner cards show the score at a glance, and you can tap through to a cleaner's profile for the full breakdown, reviews and verification details. You can read more on the Trust Clean Index page.

The TrustClean Promise

Every booking is covered by our TrustClean Promise. It reflects the vetting and ID verification we run and the dispute-support we provide:

• If a cleaner doesn't attend, you're entitled to a full refund
• If there's a service-quality issue, raise it within 24 hours and we'll review it and support a fair resolution
• Payments are held and only released to the cleaner 24 hours after the clean, giving you time to flag anything

To be clear and fair: the TrustClean Promise isn't insurance, and it isn't a guarantee of the outcome of every individual booking. It describes the checks we run and the support we provide if something goes wrong, and any liability is limited to the value of the affected booking.

How the platform works

Cleaners on my cleanerHUB are independent, self-employed professionals – not our employees. my cleanerHUB acts as agent for the cleaner: we handle the introduction, the booking and the payment, and the cleaning contract itself is between you and your chosen cleaner. Keeping messaging and payment on the platform protects both sides and means there's always a clear record if you need support. You can read more in our Resident FAQs.