We required an emergency sewage clean over the course of 2 days. We contacted initial response and thankfully it was Kasha who looked after us. The whole to from Kasha, Steve and Dan did a fantastic j... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
The team were amazing! Steve and Dave did a fantastic job of clearing my relative’s house after he died and we discovered he’d been a serial hoarder. It took four days of hard work and they consulted... See more
Company replied
I’ve worked with Ideal over the past two weeks, from hazardous material surveys to removal, encapsulation, and deep cleaning. The level of work and advice provided before, during and after was brillia... See more
Company replied
Having found ourselves lost in a world of requiring unattended death and hoarder cleaning in rapid time, the whole team has been absolutely brilliant. Kash was very helpful, caring and informative. We... See more
Company replied
Company details
- #1 of 2 best companies in Water damage restoration service
- #10 of 20 best companies in Cleaning Service
- #4 of 5 best companies in Commercial cleaning service
- #1 of 1 best companies in Fire damage restoration service
- #4 of 4 best companies in Render Cleaning Service
Written by the company
We give you peace of mind should you be affected by damage caused by fire, water, trauma or the environment. We do this by providing specialist cleaning and damage restoration services, delivered by experts, at the speed you need, which minimises disruption to your everyday. We work with both domestic and commercial customers throughout the UK and are available to respond 24/7. As experts in returning property to pre-incident condition we're fully licensed, insured & accredited to undertake specialist work too such as chemical and oil spills.
Written by the company
Contact info
Ideal House, Crismill Lane, ME14 3LY, Maidstone, United Kingdom
- 0800 088 4170
- feedback@idealresponse.co.uk
- idealresponse.co.uk
4.7
Excellent
302 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Awful
Awful.
Results took 6weeks when I was told they would take2
Finally asked for a refund and was assured it was being processed by the accounts team.
Now have been told the refund was never even authorised
Awful customer service and reply time. DO NOT USE THIS COMPANY.
13 November 2024
Unprompted review
Reply from Ideal Response
Hi Deena,
On behalf of everyone here, we're sorry for the inconvenience you experienced. We completely understand your frustration regarding the delay in receiving your results and the miscommunication about your refund.
The lab we use to analyse samples took an uncharacteristically long time which resulted in your results unfortunately taking longer than expected. We also recognise that our communication regarding your refund could have been clearer. We hope that the full refund you have now received goes some way to better this situation.
Thank you for your feedback, it will help us to ensure that something like this never happens again.
Thank you
Exactly what it says on the tin...
Received the best possible service by Mihaly & Damian today. Two great guys who did a fantastic job and cleaned up after themselves. Very happy customer!
21 January 2025
Unprompted review
Reply from Ideal Response
Hi Justin,
Thanks for taking the time to leave us a review, we really appreciate it. It's great to see that you are happy with the service we provided you and the way that Mihaly & Damian delivered it. We'll make sure to pass on the review to them too!
Hopefully you wont need our services again, but if you do then please don't hesitate to give us a call.
Thanks Justin
Great job from Sam
Sam came to our house, was really professional and keen to get rid of our Mould, he explained everything to us and made sure that we understood the whole process. Thanks you.
17 December 2024
Unprompted review
Reply from Ideal Response
Hi Yunus,
Thank you for taking the time to leave us with such a glowing 5-star review. We're happy to hear that you're pleased with the mould removal service we provided you.
It's also great to see that Sam did such a great job and explained the process to you, we'll make sure to pass on the review to him.
On behalf of everyone at Ideal Response,
Have a great Christmas & happy new year.
Thanks
No response would be a better name
I had a mould problem which they were happy to quote me for, but when I tried to book an appointment, no one would call me back despite multiple messages.
When I did eventually get through, they asked me to sign a contract, and then asked for a substantial payment before their surveyor even showed up. I had no warning about advance payment.
Then I was told they were "looking to book" their surveyor. So I should pay a substantial sum in advance for a survey which might or might not happen? Seriously?
How they got such glowing reviews is beyond me.
Just looked them up on gov.uk. Liquidated Sept 14th 2024. When I raised this with their agent she told me the company had been around for 20 years but now had a new name.
I did indeed search the new name. They were established in 2017. 20 years? There must be a time warp.
After all this nonsense, I was told, "my director is trying to call you to run through the situation". Funny, he never did call. It just goes from bad to worse!
5 November 2024
Unprompted review
Not ideal
I contacted Ideal Response following a sewage backup from my neighbours, which flooded my bathroom with sewage, and my hall carpet. I was in contact with Ideal Response throughout the day, and quoted £1,400 + VAT (totalling just over £1,700) to deep clean and sanitised the bathroom and remove the hall carpet (approximately 1x2m).
At around 4.30pm, the person I was liaising with said that they would attend the next morning (today, 30 October) instead as due to the time it would take it might create complaints with neighbour noise and I would probably need somewhere else to stay anyway because it would be very late by the time they finished. I was told to expect the crew at 6am the next morning.
Before the crew arrived, the plumbing/drainage people had cleared the blockage, and rinsed away the standing water and excrement in the shower and bath.
I therefore stayed in a hotel (my bathroom being completely unusable) and returned for 6am. The crew arrived just before 9.30am. Perhaps the comments from the agent I spoke to around noise and time, and the words ‘deep clean’, gave me unrealistic expectations but I had been expecting a thorough and deep clean. The crew stayed around 25 minutes including the time spent pulling up the carpet and underlay (although they stayed outside in their van for a further hour and a half), and the only equipment used was white cloths and sanitiser spray.
I examined the bathroom when they left and discovered that there was still excrement on the toilet around the hinges of the lid (from where the toilet had overflowed with the upstairs flat’s flushing), and that around the back of the toilet on the floor hadn’t been wiped at all - there were pieces of partly dissolved toilet paper and excrement visible. Corners of the floor also contained solids and there was a smear in the bath still.
I complained to the company, and the crew returned and spent a further 20 minutes wiping with the cloths and spray. I did then confirm that I was satisfied with the job but to be completely honest, I do not think it’s worth a fraction of what I paid for it.
For £1,400 + VAT, I certainly expected that everything would receive a very thorough scrubbing and full sanitising of the whole bathroom - who knows what splashed where while it was flooding? The whole floor had been flooded, along with the bath and shower (as sewage had backed up and come out of the drains of both) and the toilet had repeatedly overflowed onto the floor. I’m not sure if the walls, the sink, or the sides of the shower cubicle were touched at all. I don’t think they could have been in the time taken.
30 October 2024
Unprompted review
Reply from Ideal Response
Dear Kim,
Thank you for raising this with us. It’s certainly not the level of service we would expect from the team which is disappointing. We are currently looking into this for you Kim, and one of the team will be in touch with you shortly.
Once again, apologies for the standard of service that you received, and we will be ensuring that this doesn’t happen again.
Best regards,
The Ideal Response Team
Tel: 0808 302 3121
Still waiting for refund after 6 months
EDIT: I don’t know why Ideal Response has written this reply. I still don’t have my refund!
We paid in advance for a service we didn’t end up needing. After much negotiating, they agreed in writing to give us a £780 refund on 15 April. Every month since then, we’ve chased and our account manager keeps telling us we’ll get the refund. It’s now October 16 and we’re still waiting. It’s insane. We got a partial refund 23 July.
I’ve received so many apologies and am told we should receive it.
Finally I’m being ignored and am fed up.
Ideal Response - please can you finish refunding me. This is insane.
20 September 2024
Unprompted review
Reply from Ideal Response
Dear Darren,
Apologies that your review was not responded to earlier. After looking into this, we understand that this has been resolved. Please, reach out to the team if you feel that it has not been resolved to your satisfaction.
Best regards,
The Ideal Response Team
Tel: 0808 302 3121
we booked ideal response to clean our…
we booked ideal response to clean our factory offices after a fire at a factory on the industrial estate we ate situated. I had to cancel at short notice the first booking to not being able to go on the site due to environmental and fire safety issues. the team of Henry/Petru/James/ Miguel were excellent. nothing was a problem and I was more than impressed with the quality of their work.
25 September 2024
Unprompted review
Reply from Ideal Response
Thank you for taking the time to share your experience. We're sorry for the initial scheduling challenges due to the environmental and fire safety issues. It's wonderful to hear that Henry, Petru, James, and Miguel exceeded your expectations once on site. Your kind words about their work mean a lot to us. If there's anything else we can assist you with, please don't hesitate to reach out.
Best regards,
The Ideal Response Team
Tel: 0808 302 3121
Great experience
Great experience, great communication with Frankie who was very helpful, was really impressed with the work and Chris went out of his way to help with a couple of things. All mould gone and looks lovely. I was worried about choosing who to do the work before as I didn’t have a clue but after some research went with ideal response and glad I did. Chris was lovely and polite and friendly as well. Thanks again.
23 July 2024
Unprompted review
Reply from Ideal Response
Thank you for sharing your wonderful experience with Ideal Response on Trustpilot. We are thrilled to hear that Frankie and Chris provided you with excellent service and communication throughout your project. It's great to know that the mould is completely gone and that you're happy with the results.
We understand how daunting it can be to choose the right service provider, and we're delighted that your research led you to us. We pride ourselves on delivering high-quality work and exceptional customer service, and your feedback confirms that we are meeting those goals.
Chris and Frankie will be pleased to hear your kind words. Your satisfaction is our top priority, and we’re glad they could make a positive impression.
Thank you once again for choosing Ideal Response and for taking the time to leave such a positive review. If you need any further assistance, please don't hesitate to reach out.
Best regards,
Ideal Response
Freephone: 08082395879
An absolutely amazing service from Ideal
An absolutely amazing service from start to finish. From the outset with the very calm, reassuring and sensitive booking process via Frankie, giving us all the information I could possibly need and more and then the fabulous 5 star team of Istvan and Lee who couldn’t do enough for us on site. From the outset they worked non stop and performed an almost miraculous transformation - turning a hoarders house into a home again in 3 days. Everywhere they had been was left clean, sparkling and sweet smelling. They barely stopped. Nothing was too much trouble, again they handled the project sensitively and we wouldn’t hesitate to recommend Ideal Response and their hardworking team members. A huge thank you Istvan and Lee.
9 July 2024
Unprompted review
Reply from Ideal Response
Thank you so much for your kind words and the 5-star rating! We're thrilled to hear about your positive experience with Ideal Response. We’re also very grateful that you’ve taken the time to acknowledge the lengths and efforts that our team went to. It's great to know that Frankie was able to provide you with all the information and support you needed during the booking process. We're also incredibly proud of Istvan and Lee for their dedication and hard work during the hoarder cleaning process.
At Ideal Response we pride ourselves on delivering the best quality solution to the issues our customers are facing, and your recognition of our efforts means a lot to us. Thank you again for your recommendation and for choosing Ideal Response. If you ever need our services in the future, please don't hesitate to reach out.
IRG has specialists with strong…
IRG has specialists with strong technical skills, but I would like to thank especially Jess, Talia and Rob for working together to resolve unexpected issues during the drying program. I very much valued Rob took extra time to listen to my feedback and went above and beyond to fix all snags, making sure I had good customer experience!
6 June 2024
Unprompted review
Reply from Ideal Response
Thank you for your positive review! We're thrilled to hear about your experience with our specialists at IRG. Jess, Talia, and Rob will be delighted to know their teamwork and dedication made a significant impact. We strive to ensure all our clients receive top-notch service, and it's great to hear Rob's extra efforts to listen to your feedback and resolve all issues were appreciated. Your satisfaction is our priority, and we look forward to continuing to serve you with the highest standards. Thank you for choosing IRG!
Incredible Serivce
I found myself in a bad situation at home. Poor mental and physical health led to my flat become a complete disgrace.
I called up on a wednesday and spoke to Jessica who was very kind and helpful. Within the space of 30 minutes I had my rubbish removal booked for friday.
The guys who came (Joel and Henry) couldn't have been kinder or more sensitive to the embarrassing situation i was in. They were here all day and did an amazing job. However i needed a second visit for the clean.
So, Joel contacted Jessica with his report and within 30 minutes i had my deep clean booked for the Monday.
Monday came along and Joel was back, this time with Dave. Again, both guys were incredible and went above and beyond during the clean. They also took the last of the rubbish away and even helped me fix a broken item in my flat.
I couldn't be happier with the service I recieved from everyone at a very stressful time for me.
Thank you everyone so much.
8 July 2024
Unprompted review
Reply from Ideal Response
Thank you so much for taking the time to share your experience with us. We are deeply moved by your kind words and are incredibly grateful for your appreciation.
It's heartwarming to hear that Jessica was able to assist you promptly and compassionately when you first reached out. We understand how challenging it can be to deal with both mental and physical health issues, and we're glad we could help ease some of that burden.
Joel and Henry will be thrilled to know that their efforts made such a positive impact during their visit. We strive to approach every situation with sensitivity and respect, and it’s wonderful to know they met your expectations.
We're also pleased that the follow-up visit with Joel and Dave for the deep clean went above and beyond your expectations. It's our goal to provide not just a service, but a supportive and caring experience, especially during stressful times.
Your kind words truly motivate us to continue delivering exceptional service. We will make sure to pass on your gratitude to Jessica, Joel, Henry, and Dave.
Thank you once again for choosing us and for your heartfelt review. If you ever need our services again, please don’t hesitate to reach out.
After Death Clean - Excellent Job
Unfortunately due to the circumstances around my dad's death an after-death clean of his property was required. This was obviously quite overwhelming and a sensitive situation, so it was a great relief to speak with Kian, who was incredibly helpful in handling the whole process from start to finish. He clearly explained everything that would be covered in the clean, taking down bespoke requests in the process. He also answered numerous calls from me where I probably repeated myself but he showed incredible patience, and was very understanding of the situation.
Mihaly and his colleague (I can't remember his name - apologies), arrived early at 8:15am, and were equally as fantastic as Kian. I was incredibly relieved to see how professional they were, and refused to answer questions from nosy neighbours. I was surprised to hear that they were finished early at 3pm, but I learned that not only had they finished the main room of the property, as agreed in my quote, but also the rest of the property as well. They did an absolutely outstanding job, removing all contaminated items, the smell, insects, sanitising all surfaces, tidying generally, and going so far as to stacking up post, wiping down laptop etc. and leaving in a place we could find it. They stayed for 30 mins to answer our never-ending questions, and gave incredibly useful advice on next steps, which we really appreciated. Kian will also be sending over a comprehensive set of photos and a hygiene certificate shortly, which will give good peace of mind.
Mihaly and his colleague were absolutely excellent and I can't speak highly enough of them - they were both extremely sensitive and understanding, going above and beyond what I had expected of them. Ideal Response conducted the whole clean brilliantly from start to finish, and while I hope I never have to use an after-death cleaning service again, if I do, I know where I will be headed. Thank you so much to everyone involved.
2 July 2024
Unprompted review
Reply from Ideal Response
Thank you for your heartfelt review. We are deeply sorry for your loss and understand how difficult and overwhelming such a situation can be. We are grateful that Kian was able to provide the support and patience you needed during this time. It's reassuring to hear that Mihaly and his colleague upheld the same level of professionalism and sensitivity, ensuring the process was handled with the utmost care and respect.
We're pleased that the team went above and beyond your expectations, not only completing the agreed work efficiently but also attending to the entire property with meticulous attention to detail. It's our goal to provide comprehensive and compassionate service in such sensitive situations, and we're glad that Kian, Mihaly, and the team could offer some peace of mind.
Your kind words about the additional advice and the upcoming comprehensive photos and hygiene certificate are greatly appreciated. We understand the importance of these details in providing closure and reassurance.
Thank you for trusting us during this difficult time and for sharing your positive experience. Should you ever need our services again, know that we will be here to assist with the same level of care and professionalism. Our thoughts are with you and your family.
Reply from Ideal Response
Thank you for your concise and positive review. We’re glad to hear that you found our response swift, the booking process easy, and the job well done. Providing helpful advice is part of our commitment to excellent service, and we’re pleased that it made a difference for you. Should you need our services again, we’ll be here to assist. Thank you for choosing us!
Smoke Damage
From the 1st phone call to Kian the process from start to finish was seamless, site survey was arranged very quickly and Paul’s knowledge of dealing with a severe smoke damaged property was excellent he gave me confidence that this company knew what they were doing. Paul and Tom did a great job on the clean and strip out Thanks team Kian, Paul & Tom for a great job
13 May 2024
Unprompted review
Reply from Ideal Response
Thank you so much for sharing your positive experience with us on Trustpilot! We’re thrilled to hear that from your first interaction with Kian, everything went smoothly and efficiently. It’s fantastic to know that Paul’s expertise in handling severe smoke damage provided you with the confidence you needed.
We’re also pleased that Paul and Tom delivered a great job with the cleaning and stripping out of your property. Your feedback is invaluable, and we’re glad to have met your expectations. I'll be sure to pass on your kind words to Kian, Paul, and Tom.
If you ever need our services again or have any questions, please don’t hesitate to reach out.
Thank you once again for choosing us!
Amazing Service
On Tuesday afternoon I discovered that my elderly father had been living in the most squalid of circumstances. This came as a huge shock so trying to process this along with the fact he was in hospital, it was a huge relief that I found this company.
Frankie was reassuring when I was explaining it all, he provided the details of what was needed and what services they offer. He was respectful throughout our dealings to arrange the clean for Thursday.
They arrived on time (8.30am) which was really good considering the distance they travelled and rush hour traffic etc.
Elena and Irena got straight into it, they were also respectful of the fact that regardless of the state of it, it was still my father’s home.
I cannot believe the transformation and cannot thank them enough for taking a huge weight of our minds.
I hope I don’t find myself on a position to use the services again but if I do I would not hesitate to contact them.
23 May 2024
Unprompted review
Reply from Ideal Response
Thank you so much for taking the time to share your experience with our company on Trustpilot. We're truly sorry to hear about the difficult circumstances you and your father have been facing, but we're glad that we could provide some relief during this challenging time.
It's heartening to know that Frankie was able to offer the reassurance and detailed information you needed. We strive to ensure that our customers feel supported and respected throughout the process, especially in sensitive situations like this.
We're also pleased to hear that Elena and Irena's punctuality and respectful approach made a positive impact. We understand the importance of treating every home with care, regardless of its condition, and we're thrilled to hear that their efforts brought about such a significant transformation.
Your kind words about the service and the team's professionalism mean a lot to us. We aim to provide a reliable and compassionate service, and feedback like yours reaffirms that commitment. While we hope you won't need our services again, please know that we are here for you if you ever do.
Thank you once again for your thoughtful review.
Emotionally Insensitive and Unprofessional
I've rated one star because whilst the cleaning work was decent and the cleaning team were polite, the emotional sensitivity and the professionalism of the company was not. This was the part that was important to us in such a delicate time.
I hired this company for a trauma cleaning service after an unattended death. I asked several times to give me a time slot so I could prepare my grandparents for the visit and was told that I would be told shortly. After payment I received no further communication. Instead they arrived the next day with no warning and caused severe distress to my confused and elderly grandparents. I had to rush around to their house to explain what was happening and calm them down. Not something anyone wants after a death in the family.
I have contacted Ideal to raise my complaints but the apologies I received back can do very little now to undo the damage done. I've written this review to warn others who may be contemplating hiring this company after a family death.
9 May 2024
Unprompted review
Reply from Ideal Response
Dear Craig,
Following on from our conversation we would like to extend our deepest condolences during this difficult time and we would also like to thank you for taking the time to leave us a review. Although we always aim to deliver the best service to our valued customers, we acknowledge that in this instance our failure to effectively communicate with you made a delicate time more difficult for your family. While we are glad that you found our cleaning team polite and the work satisfactory, it is clear that we fell short in delivering the sensitive and professional service you expected and deserved.
Your experience highlights serious shortcomings in our communication processes, especially in coordinating visits during such sensitive circumstances. We deeply regret the distress caused to your grandparents and the additional stress placed on you. Please be assured, this is not the level of service we aim to provide, nor is it reflective of our values. We are taking your feedback seriously and are currently reviewing our communication and scheduling policies to ensure this does not happen again.
We understand that apologies do very little to rectify a situation like this. However, we hope the steps we have taken go some way to demonstrate our ongoing care and dedication to our customers.
Thank you again for your candid feedback. We are committed to improving and hope to have the opportunity to restore your trust.
Sincerely,
Adam Bourgeois
Managing Director, Ideal Response
Ideal and Responsive
First time dealing with moisture, condensation and mould issues in my flat. Based on reviews and navigating their website approached Ideal Response. From my initial enquiry, sales exec Jessica, was helpful and understanding. Surveyor Peter was thorough, answer every question I had, explaining the survey as he went along. Email responses from Jessica were prompt and detailed and appointments arranged to suit. Technicians Henry and Istvanh were equally excellent - arrived bang on time, friendly and reassuring; you knew you were in good hands. They understand that these situations are concerning and are there to help. Their knowledge and professionalism gave me the confidence from the outset they would deal with it. Explained each step of the remediation work and chemical used. Great guys and highly recommend them and the company.
4 May 2024
Unprompted review
Reply from Ideal Response
Thank you so much for your detailed review and for choosing Ideal Response for your first experience with moisture, condensation, and mould issues. We're thrilled to hear that Jessica, Peter, Henry, and Istvanh provided excellent service throughout the process. Your satisfaction with the responsiveness of our team, their professionalism, and their ability to clearly explain each step of the remediation work is exactly what we strive to achieve with every client. We appreciate your recommendation and are glad that we could give you confidence in our handling of the situation. Thank you for trusting us with your home, and please know that we're here to assist you anytime you need further help.
Flat Clearance and Cleaning
Frankie was a great help with understanding and scoping the activity and keeping us up to date with progress. The Technicians Mark and Thomas provided updates and between them and their team did an excellent job.
3 May 2024
Unprompted review
Reply from Ideal Response
Thank you for your wonderful review! We're delighted to hear that Frankie was instrumental in helping you understand and scope the activity, keeping you well-informed throughout the process. It's also great to know that Mark, Thomas, and their team were thorough in providing updates and delivering an excellent job. We strive to maintain clear communication and high standards of service, and we're glad that our team lived up to these expectations. Your feedback is invaluable, and we appreciate you taking the time to share your experience. Thank you for choosing us, and we look forward to serving you again in the future!
Google Search
Type into Google 'flood damage survey report Leeds' and this company come up..... and they dont cover Leeds!
30 April 2024
Unprompted review
Reply from Ideal Response
Thank you for your feedback, and we apologise for any confusion caused. We are continually working on improving our online presence and organic search to ensure that the information provided is clear and accurate. It seems we need to make some adjustments to prevent such misunderstandings in the future. If you wish to continue with our services, please call again, and we will be happy to help.
Please call 0808 239 2688.
Thank you for bringing this to our attention.
Best regards,
The Ideal Response Team
Istvan and fish did fantastic job for…
Istvan and fish did fantastic job for us, thank you guys 👍🏻👍🏻
26 April 2024
Unprompted review
Reply from Ideal Response
Thank you for your kind words on Trustpilot about Istvan and Fish! We're thrilled to hear that they did a fantastic job for you. It’s always encouraging to know that our team's efforts are appreciated and that they have made a positive impact. We will certainly pass your thanks along to them. Your satisfaction motivates us to keep up the great work. Thank you for choosing our services!
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