Frequently askedquestions

Neatly is a UK decluttering and home-organisation service designed with neurodivergent and disabled people in mind. It connects you with trained, vetted declutterers who work at your pace, with no judgment, and adapt every session to how your brain and body actually work.

Anyone who finds the typical 'tidy your house' advice inaccessible — whether that's because of ADHD, autism, mental health conditions, physical disability, learning disability, chronic illness, life circumstances, or a combination. We also support families, partners, and carers, and we can talk to councils and local authorities about a referral.

It means we don't pathologise how you live. We don't use deficit language. We assume your brain works the way it works and we adapt the session — not you. Neatly training is built around that practice.

In-person sessions depend on a declutterer being available in your area. Online sessions are available wherever you have an internet connection. The booking flow shows live in-person coverage for your postcode.

A declutterer can be booked when the checks Neatly requires are approved and in date. DBS-checked (Basic, when the check is clear and in date). The check Neatly asks for is Basic. They complete Neatly-certified training before taking a booking, and they carry their own professional insurance.

Create an account, pick the type of session you need, choose a date and time, and we match you with a verified declutterer. Many people start with a short video planning call before any in-person work.

Prices are on the pricing page and include VAT where VAT applies, plus any mandatory fees. Optional add-ons are listed separately. Sessions can also be paid with Access to Work, direct payments, or a personal budget where those apply to you.

You can cancel or reschedule free of charge up to 48 hours before the session. That is a goodwill policy. If you booked online, you also have a 14-day cancellation right. If you ask for the service to start inside those 14 days, cancelling after it has been fully performed can end that right, and a partly performed service may be charged in proportion to what was supplied.

Wherever possible, yes — and we recommend it. Continuity matters, particularly for autistic and ADHD clients. Tell us at intake if having the same person every time matters to you.

A pool of contributions that can subsidise sessions when cost is a barrier. It is not a charity and contributions are not described as tax-deductible. No proof of income is required. Fair use applies, and allocations depend on what is in the fund.

Consent is item-by-item, decision-by-decision. Nothing leaves your home, gets binned, or gets significantly moved without your explicit agreement. You can change your mind at any point. "Not today" is always an acceptable answer.

It is stored with role-based access and an audit log. You can export or delete your data from your dashboard. We do not sell data. Session details are not shared outside the booking unless you ask, or there is a serious safeguarding concern.

Yes. Your declutterer will not contact your family, GP, employer, social worker, or anyone else about your session unless you have asked. The exception is a serious safeguarding concern, where we follow adult safeguarding practice and tell you we are doing so.

You can stop at any moment, no explanation needed. The session ends, your declutterer leaves, and we follow up by email — not phone — to check in. You are not charged for time that was not used because you needed to stop.

Nothing is thrown without your consent. There is no skip. The session is not built on a 'fix it' premise. You set the pace, and you can stop.

Use the councils page to send an enquiry. That is an offer to talk about a referral. It is not a statement that Neatly is already on a particular framework or contract.

Yes. Invoices can be raised to an organisation, including for Access to Work, direct payments, and personal health budgets, when those apply.

Where a contract asks for it, we can provide plain-English progress notes for the allocated worker. We do not report metrics that risk dignity, such as a count of items removed.

Not unless a specific framework is named in your contract with us. We can discuss being added to a local list. Get in touch via the councils page.

Apply on the join page. You complete Neatly-certified training, including neurodivergent-affirming practice and safeguarding, and you provide identity, insurance, and the background check Neatly configures. Declutterers are self-employed. Joining the platform does not make you a Neatly employee.

No. Lived experience is welcome. Accessibility requirements are accommodated in the application.