End of Tenancy Cleaning Complaints Procedure

This complaints procedure explains how we manage and resolve concerns about our end of tenancy cleaning services. Our aim is to provide a transparent, fair and timely process for tenants, landlords, letting agents and property managers who wish to raise an issue with work carried out at the end of a tenancy.

Our Commitment to You

We are committed to delivering a thorough and reliable end of tenancy clean on every property we attend. If you feel that we have not met the agreed standard, we want to know so we can put things right where possible and improve our service for the future.

All complaints are handled confidentially and professionally. We will always treat you with courtesy and respect and expect the same in return for our team.

What This Procedure Covers

This complaints procedure applies to all end of tenancy cleaning services we provide, including full property cleans, partial cleans such as kitchen or bathroom only, and any additional services booked as part of an end of tenancy package such as oven cleaning or internal window cleaning.

The procedure covers issues such as quality of cleaning, missed areas, timing concerns, conduct of staff while on site, and adherence to agreed specifications for end of tenancy work.

Raising a Complaint

If you are dissatisfied with any aspect of your end of tenancy clean, please contact us as soon as possible. Wherever you can, raise the issue within 24 to 48 hours of the clean being completed, as this allows us to inspect the property while it is still in a similar condition to when our team left.

When you raise your complaint, please provide the following information:

The property address, the date and approximate time of the clean, your name and role, such as tenant, landlord or letting agent, a clear description of the issue, for example specific rooms or items you believe were not cleaned to a reasonable standard, and any relevant supporting information such as photographs or comments from an inventory clerk or letting agent.

Acknowledging Your Complaint

We will acknowledge your complaint within a reasonable timeframe. In this acknowledgement we will confirm that we have received your concerns and outline the next steps. If we need any further information from you to understand the issue fully, we will request it at this stage.

How We Investigate Complaints

We will carry out a fair and objective review of your complaint. This may include speaking with the cleaning team who attended the property, reviewing job notes and checklists completed on the day, considering any inventory reports or check out inspections, and assessing photographs or other evidence supplied by you or by our team.

Where appropriate and practical, we may propose a re visit to the property to inspect the areas of concern in person. This helps us understand the situation accurately and agree a suitable solution where one is available.

Our Response and Timescales

After reviewing all available information, we will provide a clear response to your complaint. In most cases, we aim to do this within a reasonable period from acknowledging your complaint, depending on the complexity of the issue and our ability to access the property for inspection.

Our response will explain our findings, whether we uphold your complaint in full, in part, or do not uphold it, and the reasons for our decision. Where we agree that the service fell below the expected standard, we will also explain the actions we propose to take.

Possible Outcomes and Remedies

If we determine that aspects of the end of tenancy clean were not completed to a reasonable standard in line with the service you booked, we may offer one or more of the following remedies, depending on the circumstances:

A complimentary re clean of specific areas, a partial re clean of the property, or another practical solution agreed with you.

In some situations, restorative work may not be possible, for example if significant time has passed since the clean or if the property has been occupied or altered. In those cases, we will assess what is reasonable and fair based on the evidence available.

When We Cannot Accept a Complaint

There are some situations where we may not be able to accept or uphold a complaint. These include cases where a substantial amount of time has passed since the clean and the condition of the property has changed, where the issue relates to damage, wear or maintenance problems that cannot be remedied through cleaning, where new occupants or contractors have used or altered the property after the clean, or where the complaint relates to areas or items that were specifically excluded from the original booking.

Where this applies, we will explain clearly why we are unable to accept or uphold the complaint.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint after our initial investigation and response, you may ask for the matter to be reviewed. When requesting an escalation, please set out why you disagree with the decision and provide any additional information you believe has not been considered.

We will then arrange for a further review by a senior team member not directly involved in the original handling of your complaint, where possible. We will communicate the outcome of this review and our final position.

Working Together to Resolve Issues

Most concerns about end of tenancy cleaning can be resolved quickly when raised promptly and supported with clear information. We encourage open and constructive communication between all parties involved, including tenants, landlords and agents, so that any issues can be identified and addressed in good time before check out deadlines or new tenants move in.

By following this complaints procedure, we aim to ensure that any problems with our end of tenancy cleaning services are handled in a structured, fair and reasonable way, with a focus on practical solutions and continuous improvement.