Getting started
How do I get started?
Reach out or request a free estimate online. We'll ask a few questions about the home, and a local project manager will set up an estimate from photos or a walk-through.
What should I have ready before I call?
Nothing is required. It helps to know the city, who lives in the home, and whether there's a deadline, but we can figure the rest out together.
Can you give an estimate from photos?
Often, yes. A few phone photos taken from each doorway are usually enough to start. Some homes need a walk-through, and that's free too.
Should I clean up before the estimate?
Please don't. We need to see the home as it is to give you an honest estimate, and moving heavy stacks or handling waste on your own can be unsafe.
What does a project manager do?
Your project manager is a local person who visits the home, gives the estimate, builds the plan with your family, and leads the crew. They're your one contact from the first visit to the final walk-through.
How long does a hoarding cleanup take?
It depends on the size of the home and how full it is. A small apartment or a few rooms may take a day or two, and a full house can take a week or more. Your project manager will give you a realistic timeline at the estimate.
Privacy and the person who lives there
Will the neighbors know what's going on?
We keep it low-key and private. The crew doesn't talk with neighbors about the home, and we can plan the work to draw as little attention as possible.
Does the person who lives there have to agree?
It goes much better when they do, and we'll always try to include them. If they're not ready, your project manager can talk with you about other ways to begin, like starting with one room.
Will the crew judge my mom or dad?
No. The crew has seen a lot of homes like this, and nobody is there to shame anyone. The person who lives there is treated with respect, and their feelings about their things are taken seriously.
Can the person who lives there decide what to keep?
Yes. We build the plan with them and the family, and they get a real say in what stays. If they want to look through certain boxes themselves, we plan time for that.
What if this is my own home?
Then you're the one who sets the pace, and we're glad you called. Our page if this is your home explains what to expect, and nothing you tell us will be shared.
Is hoarding a real condition?
Yes. Hoarding disorder is recognized in the DSM-5, and the International OCD Foundation estimates it affects about 2 to 6 percent of adults. We don't diagnose or treat anyone, but we can help make the home safer.
Do you share my information with anyone?
No. Your address and your family's situation stay between you and your project manager. If a social worker or attorney is involved, we only update the people you tell us to. See our privacy page for more.
What we do and don't do
What services do you offer?
We handle hoarding cleanup, full house cleanouts, sorting and saving belongings, deep cleaning and odor removal, estate and probate cleanouts, and cleanouts for landlords and property managers.
Do you handle homes with pet or human waste?
Yes. Homes with pet or human waste, rodent droppings and heavy odor are normal work for us. You don't need to warn us or apologize for it.
Do you handle animal hoarding?
We don't take in, remove or rehome live animals. If there are animals in the home, your project manager can connect you with trusted local professionals, and we can do the cleanup once the animals have been cared for.
Do you do repairs?
No. Many hoarded homes need repairs once they're cleared, like flooring, drywall or plumbing. Your project manager can connect you with trusted local professionals for that work.
Can you clean just one room?
Yes. Some families start with the kitchen or the bathroom because those rooms matter most for living safely. Starting small is a fine way to begin.
Do you bring a dumpster?
On bigger jobs, yes. A 30-yard dumpster is a large open-top bin, roughly 20 feet long, and a full house may fill more than one. Smaller jobs are often hauled by truck.
Cost and financing
How much does hoarding cleanup cost?
We don't publish prices because every home is different. Cost depends on the size of the home, how full it is, how much sorting is needed, how much gets hauled away, and how much cleaning is needed at the end. Our page on hoarding cleanup cost explains each factor.
Is the estimate really free?
Yes. The estimate is free and private, and you're under no obligation to book.
Do you offer financing?
Yes, financing is available. Learn more on our financing page, or ask your project manager during the estimate.
Why is hoarding cleanup expensive?
It's slow, careful work. The crew sorts by hand to save what matters, hauls a lot of weight, pays disposal fees, and then deep cleans the home. A good plan helps keep the cost under control.
Will the price change once you start?
Your estimate is based on what we see. If something comes up that wasn't visible, like a room that couldn't be reached, your project manager will talk with you before doing extra work.
Belongings, donations and disposal
Will you throw away important things?
We work hard not to. The crew sorts before anything is hauled, and old mail and papers get checked because checks, titles and bank statements often turn up there.
What happens to photos and keepsakes?
They're set aside, boxed and labeled so you can find them later. If the family is far away, your project manager can let you know what was found.
What if you find cash or jewelry?
It's set aside and given to the person who lives there or the person the family names. Cash, coins and jewelry turn up in hoarded homes more often than people expect.
Do you donate usable items?
Yes, where we can. Usable furniture, clothes and household goods get donated, and metal, cardboard and electronics get recycled where possible.
Where does everything else go?
Items that can't be saved, donated or recycled are hauled away and disposed of properly at local facilities.
Cleaning and odor
Do you clean after everything is removed?
Yes. Once the rooms are clear, the crew scrubs floors and walls, cleans out the kitchen and bathrooms, and sanitizes surfaces. Learn more about deep cleaning.
Can you get rid of strong odors?
We treat odor at the source by removing what's causing it, cleaning the surfaces underneath, and deodorizing the home. Some odors soak into flooring or drywall, and if those need replacing, your project manager can connect you with trusted local professionals.
Is it safe for my family to be in the home during cleanup?
It's usually best to stay out of the work areas while the crew is clearing and cleaning. If you want to help sort, your project manager can set up a safe spot to look through boxes.
Families and estates
I live in another state. Can you still help?
Yes. Many families aren't local. Your project manager can send photos and updates and call you when a decision is needed. Our page on helping a family member has more ideas.
Can you clean out a home after someone passes away?
Yes. We handle estate and probate cleanouts, including sorting for papers the estate needs, saving family items, and getting the home ready to sell.
Can you work with our attorney or realtor?
Yes. We can update the people you name and take before and after photos if they need a record. Professionals can find more on our for professionals page.
How do we talk to Mom about getting help?
Go slowly and lead with care, not with the mess. Talk about safety and what she wants for her home. Our page on helping a family member has some ideas for starting that talk.
Areas we serve
Where does Fresh Start work?
We work in Southern California, Northern Virginia, Richmond, Hampton Roads, Cleveland and Akron, Dayton, the Twin Cities, Dallas, Knoxville, Denver and Duluth–Superior. See our service areas page for the counties in each area.
What if my city isn't on your list?
Reach out anyway. We add areas only where there's a local project manager to do the work, and we can tell you whether we can help.
Is the project manager local?
Yes. Every job is run by a project manager who lives and works in that area. You call one number, and the local project manager takes it from there.