Frequently Asked Questions
Getting Started
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Simply get in touch to request a free, no-obligation consultation. We'll arrange a convenient time to visit your home, get to know how you live, and talk through what you're looking for before putting together a personalised home care plan and then get your service started on an agreed date.
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None at all. A consultation is simply a conversation, so we can make sure we're the right fit for each other before anything is agreed.
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We currently serve Heathfield, Mayfield, Wadhurst, Burwash, Crowborough, Tunbridge Wells, Uckfield and the surrounding villages. If you're not sure whether we cover your area, just get in touch and we'll let you know.
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Your consultation is an opportunity for us to understand your home, your routines and what matters most to you. Please allow approximately 30–45 minutes for us to chat through your priorities, preferences and any areas requiring particular attention. I’ll then use this information to create a personalised proposal.
Our Services
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Most of our clients are on a weekly or fortnightly schedule, though we'll always discuss what works best for your home and lifestyle during your consultation. And if your needs change, your schedule can too.
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We don't currently offer these services. Our focus is on giving consistently amazing care to our ongoing, loyal client base.
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Every home is different, so every quote is personal. Rather than listing prices online, we’ll arrange a consultation first so we can properly understand your home and create a plan that reflects your needs.
Our services are priced per visit, not per hour. This means your home receives the time and attention it needs, rather than being limited by an hourly approach.
Our prices reflect the professional-grade products and quality equipment we use, the time and care that a genuinely managed service requires, and a business built from the ground up around quality and consistency. We’re not a budget option, but we believe the difference shows in the standard of care, attention to detail and peace of mind we provide.
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We don't believe in tying you into long contracts. We'd rather you stay because you love the service. You're free to cancel at any time, we simply ask for a minimum of one month's notice.
Your Home & Your Team
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Cocoon Housekeeping is led by Eve, so you'll always have a consistent and familiar face who knows your home and preferences personally. For regular housekeeping, Eve is joined by carefully selected, trained assistance, so you'll always have more than one pair of hands taking care of your home. Every visit is planned and overseen by Eve, and anyone involved is personally vetted and trained to the same standard. As the business grows, any future team members will be carefully selected, fully trained, and introduced thoughtfully to ensure the same calm, trusted experience is maintained at every visit.
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If Eve is ever unable to make your visit, we'll always be in touch as early as possible. Where we can, we'll arrange for trusted support to cover your visit so it can go ahead as planned. If that's not possible, we'll agree an alternative date with you at the earliest opportunity.
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Cocoon will always be led by me, Eve, with trusted support as the business grows. Every home is planned and personally overseen by me, which means you get real consistency, a familiar face who genuinely knows your home, and a standard that never varies.
Cocoon will always be a small, carefully managed business, built around quality over volume. As the business grows, any future team members will be carefully selected, fully trained, and introduced thoughtfully. But the commitment to exceptional standards, and the personal feel of the service, will never change. That's not just an intention. It's the whole point.
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Every home is different, and your plan should reflect how you actually live. During your consultation, we'll talk through your preferences, including how often you'd like linen changed and across which rooms. That flexibility is built into the service: rather than simply removing a task, we'll redirect our focus to where it's most needed. And as your life changes, your plan changes with it. Just say the word.
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Not at all. We build time into every visit for a reasonable amount of general tidying, including loading or unloading the dishwasher, folding clothes, resetting the children's playroom, returning items to their usual place. If there's ever more to work through than usual, such as after a party or event, just let us know in advance and we'll make sure we have the time to do it properly. Any additional time required beyond your regular visit is simply charged for the extra time taken.
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We offer a range of additional services beyond your regular care plan. Just let us know as far in advance as possible and we'll take care of the rest. We'll agree a cost for any additional time needed before we begin.
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Not at all. We love animals. We're happy to feed your pet or let them out for a run in the garden while we're there. Just mention it in your consultation and we'll add it to your care plan. And if your pet needs a little time to warm up, we'll work around that too. Just let us know what works best.
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We take care of your whole home, including kitchens, bathrooms, bedrooms, living areas, utility rooms, home offices, hallways and everything in between. If it's part of your home, it's part of your plan.
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Not at all. Many of our clients prefer to come home to a beautifully reset space. We'll discuss your preferences during the consultation and agree on the best arrangement for you.
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We don't currently operate on bank holidays. If your regular visit falls on one, we'll always be in touch in advance to arrange an alternative where possible.
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Your keys and any alarm codes are stored securely in a locked key safe. We treat access to your home with the same care and discretion we bring to everything else.
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We understand that life doesn't always go to plan. Just let us know as soon as you can and we'll do our best to accommodate you.
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If you need to pause your service for a holiday, renovation, or any other reason, just let us know as soon as you can and we'll do our best to accommodate you. We'll pick up exactly where we left off when you're ready.
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You'll hear directly from Eve, Cocoon's founder, who will be your point of contact throughout. We're easy to reach by phone, WhatsApp, or email, proactive in keeping you in the loop, and always happy to hear from you, whether it's a quick request or a broader review of your service.
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We always want to know. We hold ourselves to a high standard, and if something isn't as it should be, we'll put it right. Open, honest feedback is how we continue to improve and how we make sure your service truly reflects your needs.
Practicalities
Products & Peace of Mind
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We use carefully selected, professional-grade products that are eco-conscious and pet-friendly, kind to your home, your family, and the environment, without any compromise on results. Our supplier of choice is Delphis Eco, a certified B Corp.
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We bring everything we need, so you don't have to think about a thing. If you have a preference for specific items in your home, we're happy to discuss that during your consultation.
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Yes. We are fully insured, so you can have complete peace of mind that your home and belongings are protected. Details are available on request.
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We use GoCardless, a simple, secure direct debit system. You'll receive a link to set up your details once, and after each visit an invoice is sent and payment is collected automatically. No cash, no chasing, no thinking about it.
