Maid Replacement Guarantees & After-Sales Support
What happens if the match does not work out? This guide explains how maid replacement guarantees work, what you can expect from after-sales support, and how Honest Recruiter walks with you even after your helper starts work.
At a glance
When choosing an agency, it is important to understand:
- What their replacement guarantee covers (and what it does not cover)
- How they will support you if there are issues with performance or fit
- How to contact them quickly when problems arise
Honest Recruiter believes in transparent, written policies and practical support, so employers know exactly what to expect throughout the entire employment journey.
What is a maid replacement guarantee?
A maid replacement guarantee is an agreement between the agency and employer that, if the placement does not work out within a stated period, the agency will help you find a replacement helper based on the terms in your service agreement.
In general, replacement guarantees may cover:
- A defined guarantee period (for example, a certain number of months)
- The number of replacements allowed during that period
- What fees are still payable (e.g. government fees, insurance, medical checks)
- Situations that are included or not included in the guarantee
How Honest Recruiter handles replacements
If you encounter ongoing issues despite guidance and feedback, Honest Recruiter has a structured process to review your case and, where applicable, assist with a replacement in line with our policy.
Raise concerns early and document the issues
When you notice problems with performance, communication or behaviour:
- Share your concerns clearly with your helper, with specific examples
- Give her a fair chance to improve with guidance
- Keep simple notes on repeated issues or incidents
If problems continue, contact Honest Recruiter with these details so we can understand what is happening on the ground.
Consultation with Honest Recruiter
Our team will:
- Listen to your side of the situation
- Where appropriate, speak with the helper to hear her perspective
- Advise on whether issues may be resolved with coaching and clearer expectations, or whether a replacement is more suitable
The goal is not to “take sides”, but to find a fair, practical way forward for both your family and the helper.
Review of replacement eligibility under your package
Based on your signed package, we will check:
- Whether the case is still within the guarantee period
- How many replacement opportunities are available under your plan
- What fees or third-party costs may still apply (e.g. MOM fees, medical, insurance)
We will explain these clearly so that you can make an informed decision on how to proceed.
Shortlisting and selecting a replacement helper
If a replacement is confirmed, we will:
- Revisit your family’s needs and any lessons from the previous match
- Shortlist alternative helpers who are more aligned with your updated expectations
- Arrange interviews so you can choose a better fit
We encourage employers to share openly what did not work previously, so we can avoid repeating the same challenges.
Transition, handover and next steps
When moving from one helper to another, we will guide you on:
- Proper termination and handover steps according to MOM guidelines
- Arrangements for the outgoing helper (e.g. return to agency, repatriation)
- Starting the new helper with clearer routines and expectations from day one
What after-sales support should include
A responsible agency does more than submit paperwork. After-sales support should help you stabilise the working relationship and navigate challenges.
1. Check-ins after placement
Especially in the first few months, it is normal to have adjustment issues. After-sales support may include:
- Follow-up messages or calls to see how both you and the helper are coping
- Practical advice on house rules, communication and feedback
- Guidance if there are cultural misunderstandings
2. Coaching for employers and helpers
Sometimes, problems can be improved without changing helper. For example:
- Clarifying your expectations in a calm, structured way
- Breaking tasks into a daily or weekly checklist
- Helping the helper understand your preferred standards and routines
3. Clear communication channels
You should know exactly:
- How to contact your agency (e.g. WhatsApp, email, phone)
- Who your main point of contact is
- When you can expect a response
4. Guidance on MOM rules and obligations
After-sales support also means helping you stay compliant with:
- Work Permit conditions and rest day regulations
- Medical check requirements
- Best practices for safe and fair employment
How to get the most out of your replacement guarantee
A replacement guarantee is most helpful when combined with good communication and realistic expectations.
- Start with a proper orientation: Spend time in the first week to walk through tasks, safety and routines.
- Give specific feedback: Instead of “clean better”, show exactly how you like things done.
- Raise issues early: Do not wait until you are extremely frustrated before informing the agency.
- Be fair and factual: Share clear examples when discussing problems with the agency.
- Review what you really need: If a replacement is needed, adjust your criteria based on what you have learned.
Used wisely, a replacement guarantee is not just about “changing helper” — it’s about eventually achieving a stable, long-term match for your home.
