Most maid agencies look alike from the outside. The profiles look similar, the fees sit in a similar range, and every agency says its helpers are well trained.
What many employers do not know is that MOM publishes how each licensed agency actually performs. You can compare agencies on the same numbers before you pay anyone.
Here is what to check, in the order that saves you the most trouble.
Step 1: Confirm the Agency Is Licensed
Search the agency in MOM's Employment Agencies (EA) Directory. Every agency placing helpers in Singapore must be licensed by MOM.
If you cannot find it there, stop. The rest of this guide does not matter.
Step 2: Read the Numbers MOM Publishes
The EA Directory shows each agency's track record. These are the ones worth reading.
| What you see | What it means | How to read it |
|---|---|---|
| Retention rate | The share of helpers placed by the agency who stayed with the same employer for at least one year | Higher is better. Compare agencies against each other, not against a perfect score |
| Transfer rate | The share of helpers the agency placed with three or more employers in the past 12 months | MOM notes a higher rate could indicate poorer matching |
| Placement volume | How many helpers the agency placed | Gives the rates context. A small agency's rates can swing a lot on a few cases |
| Demerit points | Points MOM issues when an agency breaks the rules | Fewer is better. Live points show recent compliance problems |
| Years in operation, ratings | Basic background and customer ratings | Useful as a tie-breaker, not the main signal |
Read retention and volume together. An agency with 95% retention on ten placements tells you less than one with 80% on several hundred. The bigger the volume, the more the rate means.
Step 3: Get the Fees in Writing
Ask for every fee, in writing, before you agree to anything. In particular, separate:
- The agency's service fee — what you pay the agency for its work
- The helper's placement loan — money she owes and repays from her salary over her first months
Then ask about the refund rule, because MOM sets a minimum.
If your helper's employment ends within the first six months, the agency must refund at least 50% of the service fees you paid, for agency contracts made from 1 June 2022. The refund must be paid within 14 working days of your written request or the cancellation of her work pass, whichever is later.
There are exceptions. You are not entitled to the refund if, for example:
- the agency only did paperwork and did not match you with the helper
- you broke employment law or mistreated the helper
- you did not tell the agency in time before cancelling or transferring her Work Permit
- a replacement helper already lasted more than six months
How the placement loan is handled when employment ends early depends on your contract, so read that clause before signing.
Step 4: Ask What Happens After Placement
The hiring is not where an agency's job ends.
Since December 2021, agencies must check in with the helpers they place, by phone or in person, to understand how the new working relationship is going. Ask the agency:
- When do they do this check-in, and how?
- Who do you call if a problem comes up in the first month?
- What are the replacement terms if things do not work out?
An agency that answers these clearly is one that expects to stay involved, which is exactly what you want in the first few months.
Step 5: Watch for These Red Flags
- Pressure to decide on the spot, or a deposit before you have seen a contract
- Fees that change between the first quote and the contract
- No written breakdown separating service fee and placement loan
- Suggesting you hold the helper's passport — that is not something an employer should do
- Vague answers about refunds, when MOM sets a clear minimum
A Quick Checklist
| Before you sign | Done? |
|---|---|
| Agency found in MOM's EA Directory | |
| Retention rate compared with two or three other agencies | |
| Transfer rate and demerit points checked | |
| Service fee and placement loan listed separately, in writing | |
| Refund terms explained, including the 6-month rule | |
| Post-placement check-in and replacement terms explained |
Frequently Asked Questions
How do I check if a maid agency is licensed in Singapore?
Search for it in MOM's Employment Agencies (EA) Directory. Every agency that places helpers in Singapore must be licensed by MOM, and the directory also shows its track record.
What is a maid agency's retention rate?
It is the share of helpers placed by the agency who stayed with the same employer for at least one year. MOM publishes it in the EA Directory so you can compare agencies.
What is an agency's transfer rate?
It is the share of helpers the agency placed with three or more employers in the past 12 months. MOM notes that a higher transfer rate could indicate poorer matching.
Can I get my maid agency fee back if my helper leaves early?
If her employment ends within the first six months, the agency must refund at least 50% of the service fees you paid, for contracts from 1 June 2022, unless an exception applies. It must pay within 14 working days of your written request or the cancellation of her work pass, whichever is later.
Does the agency have to follow up after placing my helper?
Yes. Since December 2021, agencies must check in with the helpers they place, by phone or in person, to see how the new working relationship is going.
How HelperMate Helps
The first months after placement are when most problems start, usually over small things: instructions that did not land, money that did not add up, a rest day nobody wrote down. HelperMate gives you and your helper one shared record from day one. Tasks appear in her own language, money handed over is confirmed by both of you, and MOM deadlines are tracked for you.