How to Hire a Safe and Trustworthy Maid Service in Malaysia

How to Hire a Safe and Trustworthy Maid Service in Malaysia

Inviting a stranger into your home requires a leap of faith, but in today’s market, blind trust is a risk you simply can’t afford. Between January 2023 and October 2025 alone, Malaysian authorities recorded 30 specific cases of maid recruitment scams, resulting in losses totaling over RM260,000.

You know how overwhelming it feels to scroll through dozens of Facebook ads, all promising the “cheapest rates” and “best service”? From what we’ve seen running 22 Cleaning Service, that noise is exactly where the danger lies. The gap between a legitimate, professional agency and a fly-by-night operation often comes down to credentials that most homeowners forget to check.

Let’s look at the specific verifications that matter, the red flags that should send you running, and the practical steps to secure your home before the first cleaning session.

Why Safety Matters

The risks of hiring an unverified cleaner go far beyond just a dusty shelf or a missed spot on the floor.

Risks of hiring carelessly:

• Theft of valuables: Unscreened individuals may target jewelry, cash, or small electronics.
• Property damage: Without insurance, a broken TV or damaged flooring becomes your personal expense.
• Legal liability: Hiring undocumented workers can expose you to legal penalties under Malaysian immigration laws.
• Privacy violations: Your personal space and documents are exposed to an unknown entity.
• No recourse: If a “freelancer” disappears with your deposit, there is often no office to visit and no manager to call.

Benefits of vetting properly:

• Peace of mind: You can relax knowing the person in your home has been background-checked.
• Financial protection: legitimate agencies carry insurance to cover accidental damage.
• Consistent quality: Professional services invest in training standards that freelancers rarely match.
• Accountability: A registered company has a reputation to protect and a fixed address you can verify.

What to Look for in a Cleaning Service

1. Proper Business Registration

A flashy website or a convincing WhatsApp profile isn’t enough proof of legitimacy. We always advise homeowners to look for the “SSM” registration, which confirms the business is a legal entity in Malaysia.

Verify these details:

• SSM Registration Number: Every legal business must display this (e.g., 202401001234).
• Business Address: A physical office indicates they aren’t operating out of a suitcase.
• Official Business Account: Never transfer money to a personal bank account.

How to check:

• Ask the service for their full company name and registration number.
• Visit the SSM e-Info or EzBiz portal.
• Pay a small fee (usually around RM15) to download their business profile.
• Confirm that the business status is “Active” and the address matches what they told you.

2. Insurance and Coverage

Accidents happen, even with the most careful cleaners. A professional service acknowledges this reality by carrying comprehensive insurance.

Essential insurance to look for:

• Public Liability Insurance: This protects you if the cleaner accidentally damages your property or injures someone in your home. Look for coverage of at least RM100,000 to RM500,000.
• Workmen’s Compensation: This covers the cleaner if they get injured while working at your house, protecting you from potential medical liability.

Questions to ask:

• “Does your policy cover damage to my property, and what is the claim limit?”
• “Are your workers covered by SOCSO or private medical insurance?”
• “What is the procedure if a cleaner is injured in my home?”

Red flag: Any service that says, “Don’t worry, we are very careful,” instead of showing you proof of insurance.

3. Employee Screening and Legal Status

In Kuala Lumpur and Selangor, the legality of the worker is just as critical as their honesty.

Proper services should:

• Verify Legal Work Status: For foreign workers, this means holding a valid PLKS (Pas Lawatan Kerja Sementara) or a proper work permit.
• Conduct Medical Checks: reputable agencies ensure workers pass FOMEMA screenings for communicable diseases.
• Check Backgrounds: This includes verifying identity documents and past employment references.

Questions to ask:

• “Do your cleaners hold valid work permits for Malaysia?”
• “Can you show me the cleaner’s physical ID or passport copy upon arrival?”
• “How do you vet your employees for criminal history?“

4. Clear Policies and Contracts

Ambiguity is the enemy of a good service experience. You need to know exactly what you are paying for before the cleaner steps through your door.

Look for:

• Transparent Pricing: The current market rate for reputable part-time cleaning in KL is typically RM25 to RM40 per hour. Anything significantly lower often signals cut corners.
• Scope of Work: A detailed list of what is included (e.g., mopping, vacuuming, toilet cleaning) and what costs extra (e.g., deep cleaning ovens, interior windows).
• Satisfaction Guarantee: A promise to re-clean if areas are missed within 24 hours.

Get in writing:

• Cancellation Policy: How much notice is required to avoid a fee? (Standard is often 24-48 hours).
• Liability Terms: Who pays if a valuable item is broken?
• Replacement Policy: What happens if your regular cleaner is sick?

Red Flags to Avoid

Immediate warning signs:

1. “Too Good to Be True” Prices

   • Rates like RM15/hour in 2026 are unsustainable for legal businesses.
   • These often indicate undocumented workers or a “bait and switch” tactic.

2. Facebook Deposit Scams

   • The agency demands a large upfront “booking fee” or “transport deposit” before confirming a slot.
   • They communicate only via Facebook Messenger and refuse to share a business phone number.

3. No Physical Address

   • The company cannot provide a verifiable office location on Google Maps.
   • They insist on meeting at a public place or refuse office visits.

4. Cash-Only Payments

   • Refusal to issue official invoices or accept bank transfers to a company account.
   • This leaves you with no paper trail if a dispute arises.

5. High-Pressure Sales

   • “Special promo ends in 1 hour” tactics designed to make you transfer money without thinking.
   • Refusal to give you time to read the terms and conditions.

6. Vague on Identity

   • They cannot tell you who is coming to your house until the last minute.
   • Different, unknown people show up for each session without prior notice.

Questions to Ask Before Hiring

About the company:

• “Can you provide your SSM registration number for me to verify?”
• “Do you have a physical office in KL or Selangor I can visit?”
• “How long has your company been operating under this name?”
• “Can you provide proof of your public liability insurance policy?”

About the cleaners:

• “Are your cleaners full-time employees or freelance subcontractors?”
• “What specific training do your cleaners receive before their first job?”
• “Will I get the same cleaner for every session if I book a recurring slot?”
• “Can I interview the cleaner briefly before they start working?”

About service and policies:

• “What cleaning products and equipment do you provide versus what I need to supply?”
• “What is the exact protocol if I find something missing after a service?”
• “Is there a manager I can contact on weekends if there is an issue?”
• “Do you offer a satisfaction guarantee with a free re-clean?”

Verifying a Cleaning Service

Step 1: Online Research

• Search for the company name on Google Maps and look for recent reviews (less than 3 months old).
• Check reputable platforms or forums like Lowyat.net for unfiltered user experiences.
• Verify their social media pages have active engagement, not just generic posts.

Step 2: Request Documentation

• Ask for a sample invoice to see if it includes their company registration details.
• Request a copy of their standard service agreement or terms and conditions.
• Ask to see a sample of their insurance certificate (sensitive info can be redacted).

Step 3: Trial Service

• Book a single, one-off session before committing to a monthly package.
• Use this time to evaluate punctuality, communication, and cleaning standard.
• Observe if the cleaner follows instructions and respects your home boundaries.

Step 4: Secure Your Home

• For the first visit, plan to be home to supervise the process.
• Lock away high-value items like jewelry, passports, and excess cash.
• Brief the cleaner clearly on which rooms are off-limits.

During the First Visit

Before cleaner arrives:

• Do a quick scan of your home to identify any existing damage (e.g., a wobbly table leg) to avoid confusion later.
• Prepare the necessary cleaning tools if the service does not provide them.
• Ensure pets are secured to prevent them from startling the cleaner.

When cleaner arrives:

• Check their physical ID against the name provided by the agency.
• Confirm the agreed-upon start time and estimated finish time.
• Give a clear tour, pointing out priority areas and fragile items.
• Show them where to find water sources and where to dispose of trash.

During service:

• Stay accessible but give them space to work.
• Periodically check the quality of work in completed rooms.
• Address any dissatisfaction immediately rather than waiting until the end.

After service:

• Inspect the cleaned areas thoroughly while the cleaner is still present.
• Check that all your cleaning equipment has been returned to its place.
• Sign off on the job only if you are satisfied.
• Pay via the agreed official channel (preferably online transfer for a record).

Building Ongoing Trust

For regular services:

Establish routines:

• Try to book the same day and time each week to help the cleaner settle into a rhythm.
• Request the same cleaner to build familiarity and efficiency.
• Create a simple checklist of rotating tasks (e.g., “Week 1: Windows, Week 2: Fridge”).

Maintain boundaries:

• Treat the cleaner with professional respect but maintain a formal employer-employee relationship.
• Avoid oversharing personal financial details or travel schedules.
• Keep your valuables in a safe or locked drawer as a standard practice.

Monitor quality:

• Conduct spot checks randomly to ensure standards aren’t slipping.
• Provide positive reinforcement when a job is done exceptionally well.
• Communicate issues constructively to the agency management, not just the cleaner.

Reward good service:

• A small yearly bonus or token during festive seasons (like Hari Raya or Chinese New Year) goes a long way.
• Leave a positive review online to help their reputation.
• Recommend them to friends, which often helps the agency reward the specific cleaner.

What to Do If Problems Arise

For minor issues (quality, lateness):

1. Document: Take photos of the poor work or note the arrival time.
2. Report: Contact the agency’s customer service immediately (within 24 hours).
3. Resolution: Request a re-clean or a partial refund based on the contract.

For serious concerns (theft, damage, scams):

1. Evidence: Gather all communication records, invoices, and photos of damage.
2. Police Report: For theft, file a report at the nearest Balai Polis immediately.
3. Consumer Tribunal: If the company refuses to refund you for unfulfilled services, file a claim with the Tribunal for Consumer Claims (TTPM).
   • Fee: It costs only RM5 to file.
   • Limit: You can claim up to RM50,000.
4. Official Complaint: Report the business to SSM if they are operating fraudulently.

Why 22 Cleaning Is Safe

Our commitment to safety:

Proper business:

• We are a fully SSM registered company with a valid business license.
• Our physical operations center handles all scheduling and customer support.
• Management is always accessible to resolve any client concerns.

Vetted employees:

• Every cleaner undergoes a strict background check and identity verification.
• We ensure all foreign staff possess valid work documentation.
• Continuous training programs keep our team updated on safety protocols.

Customer protection:

• We carry comprehensive public liability insurance to protect your home.
• Our “Satisfaction Guarantee” means we fix legitimate issues at no extra cost.
• We provide clear, written contracts with no hidden fees.

Transparency:

• Our pricing is published and transparent—you know exactly what you pay for.
• We provide official invoices for every transaction.
• Open channels of communication allow you to reach us easily via phone or WhatsApp.

Conclusion

Hiring a safe maid service requires research and vigilance, but the peace of mind is worth the effort. By verifying SSM registration, demanding insurance coverage, and conducting a trial run, you protect your home from unnecessary risk.

Start with these checks today, and don’t settle for a service that hides behind a Facebook profile. The safety of your family and property should always come first.

At 22 Cleaning, we prioritize your safety and trust. Contact us to learn more about our hourly maid service, hiring practices, insurance, and how we protect our customers.