End of Tenancy Clean
We used Cleaner Cleaner for an end of tenancy clean and were unfortunately disappointed with our experience. After the service, I found areas that I felt had not been cleaned to the standard expected, including marks to walls, dust along skirting boards, water marks on the window sill, toothpaste residue in the bathroom, and areas around the sink and flooring that appeared unfinished.
As our checkout inspection was scheduled for the same day, I chose to address these areas myself rather than arrange a return visit.
The company advised that they offer a 14-day re-attendance guarantee instead of refunds and disputed some of my issues raised. Following further correspondence, they provided a £30 goodwill payment and the matter has now been resolved.
While I appreciate the eventual gesture to close the matter, my initial experience was not what I had hoped for from a professional end of tenancy clean.
Reply from Cleaner Cleaner Ltd
Dear Suzie,
Thank you for taking the time to share your feedback.
As part of our normal quality control process, every end of tenancy clean we carry out is documented with before and after photographs. On this occasion, 60 photographs were taken before the service and a further 91 detailed photographs after completion. The before images show that the wall marks mentioned in the review were already present prior to cleaning, while the completion photographs show the overall condition in which the property was left.
The property was also inspected at the end of the service, with no concerns raised at the time.
Two days later we were contacted regarding a few areas you felt required additional attention. Our service includes a 14-day free re-attendance guarantee, which is specifically there so that if anything is overlooked we can return promptly and put it right at no cost. A return visit was offered in line with this guarantee.
We were then advised that the areas had already been attended to and that a partial refund was being requested instead. While some of the points raised were disputed and a return visit remained available, we ultimately offered a £30 goodwill payment in order to draw the matter to a close.
As a small family business we take a great deal of pride in our work and always do our best to resolve genuine concerns fairly and promptly. We are also always happy to share our completion photographs with customers where helpful, as transparency is very important to us.
We are pleased the matter has now been resolved and wish you all the best in your new home. If any customer ever has concerns about a service we have provided, we always encourage them to contact us directly so we can put things right.
Kind regards,
Cleaner Cleaner Ltd
