Complaints Procedure for End of Tenancy Clean London

This Complaints Procedure explains how customers can raise concerns about our end of tenancy cleaning service in London, and how we will respond. Our aim is always to resolve issues fairly, transparently and as quickly as possible, while learning from feedback to improve our service.

Our Commitment to You

We work hard to provide reliable, high quality end of tenancy cleans for tenants, landlords, letting agents and property managers across London. If something goes wrong, we want to know about it. We take every complaint seriously and treat all customers respectfully, regardless of the nature of the issue.

We are committed to:

Responding to complaints promptly and politely.

Investigating concerns thoroughly and impartially.

Keeping you informed at each stage of the process.

Offering a clear outcome and, where appropriate, a practical resolution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our end of tenancy cleaning service, whether it relates to the standard of work carried out, punctuality, behaviour of team members, communication, invoicing, or how we handled a previous concern.

We also welcome general feedback, suggestions and comments that are not formal complaints but help us improve our work across our London service area.

How to Make a Complaint

You can raise a complaint in writing. Please include as much detail as possible so that we can understand and investigate your concern. Where you can, provide the following information:

Your full name.

The property address where the end of tenancy clean took place.

The date and approximate time of the service.

A clear description of what went wrong.

Any photos or notes that help show the issue.

What you would like us to do to resolve the matter.

If the complaint concerns more than one visit or more than one property, please specify this clearly so that we can look at all relevant bookings and records.

Time Limits for Raising a Complaint

To allow us to investigate effectively, we ask that you raise any complaint about an end of tenancy clean as soon as reasonably possible, ideally within 48 hours of the service. Many tenancy agreements and check out inspections happen shortly after cleaning, so letting us know quickly helps us address issues before a new tenant moves in.

We may still investigate older complaints, but the longer the delay, the more difficult it can be to gather accurate information or return to the property.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it in our system and carry out an initial review. We will normally acknowledge your complaint within a reasonable time frame and explain the next steps.

During this stage we may:

Check booking details and cleaning checklists for the property.

Contact the cleaning team who attended.

Review any photos or evidence provided.

Ask you for clarification or further information, if needed.

We will aim to provide a full response within a reasonable period of time, depending on the complexity of the complaint. If we need more time, we will let you know and give you an updated timescale.

Stage Two: Investigation and Resolution

If the complaint cannot be resolved at the initial review stage, we will conduct a more detailed investigation. This may involve a senior member of our team or manager reviewing your case, particularly where there is a disagreement about the condition of the property or the standard of work carried out.

Where appropriate and practical, we may:

Offer to revisit the property to inspect the issues raised.

Arrange a re clean for areas that do not meet the standard agreed.

Discuss the findings of any check out inventory report, if provided.

Following the investigation, we will set out our findings, explain any decision we have reached, and confirm any proposed resolution. Possible outcomes may include a re clean, a partial refund, or an explanation of why no further action is considered appropriate.

Re Cleans and Access to the Property

Our priority is to put things right wherever we reasonably can. For end of tenancy cleaning, this often means offering a re clean of specific areas. Any re clean will usually be subject to the following conditions:

The landlord, agent or tenant must allow reasonable access to the property.

The property should be in a similar state of occupancy as at the time of the original service.

We will agree a date and time window within our normal operating hours for the return visit.

If access cannot be arranged or the property has been occupied or altered in a way that makes a fair re clean impossible, we will discuss alternative options with you where appropriate.

Escalating Your Complaint

If you are not satisfied with the outcome of our investigation or the way your complaint has been handled, you can ask for your complaint to be escalated. A senior member of staff who was not involved in the original decision will review the case, including all notes, evidence and correspondence.

Following this review, we will provide a final written response setting out:

The issues raised in your complaint.

The steps we have taken to investigate.

Our final decision and the reasons for it.

Any further actions we will take.

Record Keeping and Data Protection

We keep a record of complaints and how they are resolved. This helps us monitor the quality of our end of tenancy cleaning service across London and identify areas for staff training or process improvements.

All information you provide in connection with a complaint will be handled in line with our data protection responsibilities and used only for managing your booking, resolving your complaint and improving our services.

Learning From Complaints

Every complaint is an opportunity for us to improve. We review patterns and trends in customer feedback, including common issues raised about end of tenancy cleaning, arrival times, communication and inspection standards. Where necessary we may change our procedures, update our checklists, or provide additional staff training to prevent similar problems arising in future.

Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes to our services, customer expectations or legal requirements. The current version will always apply to any complaints raised while it is in force.

If you have any questions about this Complaints Procedure or need help submitting a complaint about an end of tenancy clean, please contact us using our usual communication channels.