Frequently Asked Questions
- General -
Below are answers to some of the most common questions we receive.
If you’re unsure about anything, a short conversation is always the best place to start.
Do you do hourly sessions?
No. We no longer work by the hour. We’ve found that meaningful change requires enough time and focus to complete work properly, which is why we work with structured delivery blocks or project fees.
Do you work evenings or weekends?
Yes. Evening and weekend sessions are offered regularly, subject to availability for onsite work. Phone and Email support are not available on weekends.
How long is a day session?
Day sessions are planned to allow meaningful progress and typically last up to a full working day on site. This includes team breaks and preparation, so you know the cost upfront with no additional charges.
What if a project takes longer than expected?
For project-based work, scope and outcomes are agreed in advance. If additional work is required, this will be discussed before proceeding.
Are you more expensive than hourly organisers?
Not necessarily. Rather than focusing on time, we focus on what needs to be achieved. This means work is planned properly, delivered efficiently, and completed without the pressure of watching the clock. For many clients, this leads to better outcomes and fewer repeat sessions than hourly models.
How far in advance do I need to book?
Availability varies, but we generally recommend booking at least two weeks in advance. We don’t offer emergency or last-minute bookings for new clients, as our process requires an initial conversation or consultation to understand your needs and ensure we’re the right fit. In some cases, existing clients may be offered short-notice sessions depending on availability.
How do payments work?
For standalone sessions, full payment is required in advance to secure your booking. For larger projects, we work on a staged payment basis: 50% deposit to confirm the project, 25% midway through, 25% on completion. Any additional days added during a project will be invoiced as part of the final balance. Project payments can be flexible depending on the timeline and will be discussed prior to starting.
What is your cancellation policy?
We require at least 48 hours’ notice if you need to cancel or reschedule a session. Late cancellations have a significant impact on our team and diary, as sessions are reserved exclusively for you. Full details are outlined in our Terms & Conditions. While we aim to be fair and understanding, repeated rescheduling or last-minute changes are not something we can accommodate on an ongoing basis.
Do I need to tidy before you arrive?
No, please don’t feel you need to tidy beforehand. It’s often most helpful for us to see your home as it is, so we can understand what’s working, what isn’t, and how best to support you.
Will I need to make decisions during the session?
Yes, particularly when decluttering. We can help guide decisions and may group together items such as duplicates, broken items, or things that are clearly no longer usable. However, nothing will be removed from your home without your explicit consent. For some services, such as wardrobe organisation or purely organisational work, we may work more independently following a clear discussion of your goals.
Do you offer cleaning services?
We are professional organisers, not a cleaning service. That said, our team will do light wiping of shelves and ensure spaces are left tidy at the end of a session. We can also work alongside your own cleaner too and show them how to keep the space organised after we leave. If your home requires a deep clean, we recommend arranging this separately and prior to the project starting.
Do you remove items or rubbish?
We don’t take items away with us. However, we can manage the logistics during your session, including: Arranging free charity collections, Booking same-day or next-day junk removal and Organising specialist disposal where required. This ensures unwanted items don’t remain in your home after the session.
Do you provide storage products?
We don’t bring or store organising products. For larger projects, we can: Measure spaces during a consultation, Recommend suitable products based on your needs and budget, Arrange purchases as part of an agreed plan. Alternatively, many clients prefer to purchase items themselves using a list and links we provide.
Do you work with severe hoarding situations?
While we don’t currently offer services for severe hoarding situations, we understand how complex and overwhelming these can be. If you or someone you know is struggling, the Hoarding UK website is a valuable resource offering information, professional support, and local services.
Can children or dependants be present during sessions?
Yes. When working with children’s rooms or belongings, it can be helpful for children to be involved, as they’re often more open to letting go when guided calmly by a third party. For very young children, we may suggest they are not present, as sessions can feel overwhelming for them. Children and dependants remain the responsibility of their parent, guardian, or carer at all times. Our organisers are not able to provide supervision. If elderly clients or anyone requiring additional support is present, please let us know in advance so we can plan appropriately. In some cases, we may request emergency contact details.
Are pets okay?
Absolutely. Pets are family too. Our team are animal lovers and are happy to work around pets. We also offer organising support for pet-related belongings and spaces.
Is your service confidential?
Yes, confidentiality and discretion are central to our work. We regularly work in private homes and with clients who value a high level of trust, including public figures and high-profile individuals. All work is carried out respectfully and discreetly.
Who can book maintenance sessions?
Maintenance sessions are available only after an initial reset has been completed with us. This allows us to maintain systems we’ve already put in place and adapt them as needed. Without an initial reset, maintenance support wouldn’t be effective.
Do you work with ADHD and neurodivergent clients?
Absolutely. We have extensive experience working with neurodivergent households, including clients with ADHD. Our approach is: Flexible and adaptable, Non-judgemental and Led at a pace that feels manageable. We tailor systems to how you think and live, rather than forcing rigid structures that don’t last.
What if i want to spread the work over several months and move at a slower pace?
That’s completely fine. Not everyone wants, or needs, a full reset all at once. Some clients prefer to work in focused stages, booking individual project days as and when it suits their life or budget. In these cases, we’ll help you prioritise what to tackle first, so each visit delivers meaningful progress rather than spreading effort too thinly.
Still have questions?
If you’re unsure whether our services are right for you, a short conversation can help clarify next steps.