Policies & Code of Conduct

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1. Respectful Communication

We expect all communication between clients and our team to remain respectful and professional.

Clients may not:

• Yell, curse at, insult, belittle, threaten, or verbally abuse employees.

• Use intimidating, aggressive, or discriminatory language.

• Make personal attacks or inappropriate comments toward employees.

• Harass, intimidate, or repeatedly contact individual cleaning professionals regarding service concerns.

• Direct employees to perform tasks outside the agreed-upon scope of service in a confrontational or inappropriate manner.

We welcome questions, concerns, and feedback. If something about your service does not meet your expectations, please contact our office so we can address the concern professionally and appropriately.

Our office is open Monday-Friday from 9am-5pm. All communication is encouraged to go through our office staff to ensure accuracy. Our office number is 406-702-1116 or 406-702-3118. Our email is swhoffice@sweepingwillowhomes.com. We monitor these forms of communication frequently and will respond as soon as possible and within working hours. 

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2. Respect for Our Cleaning Professionals

Our cleaning professionals are valued members of our team and deserve to work in an environment that is safe, respectful, and free from harassment.

Clients are expected to:

• Treat all employees with courtesy and respect.

• Allow employees to perform their work without unnecessary interference.

• Respect professional boundaries.

• Refrain from inappropriate jokes, comments, gestures, or conversations.

• Never threaten or intimidate an employee.

• Never intentionally make an employee feel unsafe or uncomfortable.

Our employees are not required to tolerate disrespectful or abusive behavior as a condition of providing service.

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3. Harassment & Discrimination

Sweeping Willow Homekeeping has a zero-tolerance policy for harassment or discrimination.

We do not permit inappropriate treatment of our employees based on characteristics such as race, color, national origin, sex, age, disability, or other legally protected characteristics.

This includes offensive comments, slurs, jokes, gestures, unwanted physical contact, or other behavior that creates a hostile, intimidating, or uncomfortable environment.

Any serious or repeated violation may result in immediate termination of services.

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4. Threats, Violence & Intimidation

Threatening, violent, or intimidating behavior toward a Sweeping Willow Homekeeping employee will not be tolerated.

This includes, but is not limited to:

• Threatening physical harm.

• Blocking or preventing an employee from leaving the property.

• Aggressive physical behavior.

• Threatening gestures.

• Attempting to intimidate an employee through physical proximity or behavior.

• Possession or use of a weapon in a manner that creates a safety concern.

• Any behavior that causes an employee to reasonably fear for their safety.

If an employee feels unsafe, they are authorized to leave the property immediately. Service may be suspended or terminated following a serious safety incident.

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5. Appropriate Home Environment

Our employees must be able to safely perform their work while inside your home.

Clients are responsible for ensuring that the home is reasonably safe and accessible at the time of service.

Service may be refused, paused, or rescheduled if conditions present an unreasonable safety risk, including:

• Unsafe or hazardous conditions.

• Excessive clutter preventing safe cleaning.

• Exposed needles, bodily fluids, hazardous substances, or other dangerous materials.

• Unsecured aggressive animals.

• Unsafe individuals present in the home.

• Construction or maintenance conditions that create a safety hazard.

• Extreme temperatures or environmental conditions.

• Any other condition that our team reasonably believes could put an employee at risk.

Our employees are never expected to place themselves in an unsafe situation to complete a cleaning.

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6. Pets

We love pets and understand that they are an important part of many families.

For the safety of our employees and your pets, animals must be properly secured when requested by our team.

If a pet displays aggressive, threatening, or unpredictable behavior, our team may request that the animal be secured before cleaning can continue.

If an aggressive animal cannot be safely secured, our team may leave the property and the service may need to be rescheduled.

Clients are responsible for informing Sweeping Willow Homekeeping about known behavioral concerns or animals that may pose a safety risk.

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7. Privacy & Personal Boundaries

Our employees are there to provide cleaning services—not to participate in personal matters or conversations that make them uncomfortable.

Clients are expected to respect the personal boundaries of our employees.

Employees should not be asked to:

• Handle inappropriate or personal materials.

• Perform tasks outside the agreed-upon service because of personal pressure or demands.

• Participate in personal disputes or household conflicts.

• Keep secrets from the company.

• Provide personal contact information for work-related communication.

All service-related communication should be directed through the appropriate Sweeping Willow Homekeeping communication channels whenever possible.

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8. Scope of Services

Our cleaning professionals are trained to perform the services included in your selected cleaning package.

Clients should not pressure or require employees to perform services that are:

• Outside the agreed-upon scope of work.

• Unsafe.

• Prohibited by company policy.

• Beyond the capabilities or training of the employee.

• Likely to damage the home, furnishings, or equipment.

If you would like to add services or request something outside your normal cleaning, please contact our office. We are happy to determine whether the request can be accommodated and whether an additional fee applies.

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9. Communication During Service

We understand that clients may occasionally need to communicate with their cleaning team. However, employees need adequate time and space to complete their work efficiently.

Please allow our cleaning professionals to focus on the cleaning process and direct significant service questions, complaints, schedule changes, or billing concerns to the office.

This helps our team stay on schedule and ensures that your concerns are handled by the appropriate person.

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10. Service Concerns & Complaints

We genuinely want to know when something does not meet your expectations.

If you have a concern about your service, please contact our office as soon as possible. We will review the situation and determine the appropriate resolution.

We ask that clients:

1. Communicate the concern respectfully.

2. Provide specific details about the issue.

3. Allow our team the opportunity to investigate and respond.

4. Avoid confronting or disciplining individual cleaning professionals.

Our goal is always to resolve concerns professionally and fairly.

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11. Feedback & Reviews

We value honest feedback from our clients. Positive feedback helps our team know what they are doing well, while constructive feedback helps us improve.

We welcome:

• Honest reviews.

• Constructive criticism.

• Suggestions for improvement.

• Private feedback to our management team.

We ask that feedback remain truthful, respectful, and free from threats or harassment.

Threatening to leave a negative review in an attempt to obtain free services, refunds, or other compensation is not an appropriate method of resolving a service concern.

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12. Tipping & Gifts

Tips and gifts are never required. Our employees appreciate gestures of gratitude, but clients should never feel obligated to provide them.

If you choose to provide a tip or gift, please ensure that it is given freely and without any expectation of special treatment or services outside our normal policies.

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13. Property, Valuables & Personal Belongings

We encourage clients to secure cash, jewelry, sensitive documents, medications, firearms, and other valuable or highly personal belongings before service.

While our team takes great care in your home, Sweeping Willow Homekeeping is not responsible for personal belongings that are left unsecured or misplaced.

Employees should not be asked to handle cash, financial documents, medications, weapons, or other sensitive personal items unless doing so is specifically necessary for the agreed-upon cleaning service.

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14. Cameras & Recording Devices

We understand that many clients have security cameras in their homes.

For everyone's comfort and privacy, clients should disclose the presence of cameras or recording devices when reasonably possible, particularly cameras located in areas where employees may have an expectation of privacy.

Recording employees for the purpose of intimidation, harassment, embarrassment, or confrontation is not permitted.

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15. Children & Other Individuals in the Home

For the safety of everyone, children and other household members should not interfere with cleaning activities or place themselves in potentially hazardous situations while our team is working.

If an individual in the home becomes disruptive, threatening, or unsafe toward an employee, our team may pause service or leave the property.

Additional people or pets in the home may redistribute hair, dirt, etc during or directly after. 

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16. Access to the Home

Clients are responsible for providing safe and reliable access to the property at the scheduled service time.

If our team is unable to enter the home because of an access issue, the applicable cancellation or lockout policy may apply.

Clients should notify the office of any changes to:

• Entry codes.

• Lockbox information.

• Gate access.

• Alarm systems.

• Parking instructions.

• Pets.

• Any other information necessary for safe access.

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17. No Retaliation

Clients may never retaliate against an employee for reporting a safety concern, refusing an unsafe task, following company policy, or bringing inappropriate conduct to management's attention.

We encourage our employees to report concerns without fear of retaliation.

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18. Violations of the Code of Conduct

Sweeping Willow Homekeeping reserves the right to take appropriate action when this Code of Conduct is violated.

Depending on the severity and circumstances of the situation, action may include:

• A verbal or written warning.

• A change in communication procedures.

• Temporary suspension of service.

• Immediate removal of an employee from the property.

• Cancellation or rescheduling of an appointment.

• Termination of the client relationship.

• Contacting appropriate authorities when necessary.

Serious incidents involving threats, violence, harassment, discrimination, or unsafe conditions may result in immediate termination of services without a warning.

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19. Our Right to Provide a Safe Workplace

Our employees have the right to a workplace that is safe, respectful, and free from harassment and abuse.

Sweeping Willow Homekeeping will always prioritize the safety and well-being of our employees.

We reserve the right to decline or discontinue service when we determine that a client's behavior, household environment, or circumstances create an unreasonable risk to our team

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20. Our Commitment to You

Respect goes both ways.

Just as we expect our clients to treat our team with kindness and professionalism, we expect our team to provide the same level of respect to every client.

Our commitment is to:

• Arrive prepared and professional.

• Treat your home with care and respect.

• Protect your privacy.

• Communicate professionally.

• Perform services according to our established standards.

• Address concerns promptly and fairly.

• Continuously work to improve the client experience.

We are grateful for the trust you place in Sweeping Willow Homekeeping and for the opportunity to care for your home.

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Thank You for Being a Valued Client

Our clients are an important part of the Sweeping Willow Homekeeping family. By following this Code of Conduct, you help us create an environment where our team can do their best work and where everyone involved in the cleaning experience feels respected and valued.

Thank you for helping us maintain a culture of kindness, professionalism, safety, and mutual respect.

Sweeping Willow Homekeeping reserves the right to update this Code of Conduct as necessary. This Code of Conduct is intended to establish service expectations and does not replace applicable laws, regulations, or the terms of your service agreement.