Complaints Procedure for Tenancy Cleaning London Clients

This complaints procedure explains how customers of Tenancy Cleaning London can raise concerns about our services and how we handle, investigate, and resolve those concerns. Our aim is to deal with every complaint promptly, fairly, and transparently, and to use your feedback to improve our tenancy and end of tenancy cleaning services across London.

Our Commitment to You

We are committed to providing reliable, professional tenancy cleaning services. If something goes wrong, we want to know about it and put it right as quickly as possible. We treat all complaints seriously, whether they relate to the quality of cleaning, punctuality, staff conduct, communication, or any other aspect of our service.

We will always aim to:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Handle your complaint in a timely and efficient manner. Investigate the issue thoroughly and objectively. Offer a clear explanation, and where appropriate, a suitable remedy. Use the outcome of complaints to help improve our services across our London service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our tenancy cleaning services, whether justified or not, which requires a response. This may include concerns about missed areas during the clean, damage to property or items, staff behaviour, delays or no-shows, or communication and bookings.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will assess it and handle it using this procedure where appropriate.

How to Make a Complaint

You can make a complaint verbally or in writing. To help us deal with your complaint efficiently, please provide as much relevant information as you can, such as your full name, the property address where the tenancy cleaning took place, the date and approximate time of the service, a clear description of what went wrong, any photographs or evidence you wish to share, and how you would ideally like us to resolve the matter.

We encourage customers to raise any issues as soon as possible after the cleaning appointment, ideally within 24 to 48 hours, so that we can investigate and address the issue promptly.

Initial Resolution Stage

In many cases, complaints can be resolved quickly at the first point of contact. Once we receive your complaint, we will acknowledge it and review the details provided. We may ask for further clarification or additional information if needed. Our initial aim is to resolve straightforward issues within a reasonable time frame, typically within a few working days.

Where appropriate, we may suggest a re-clean of specific areas, a full or partial re-clean of the property, or another practical solution. Any re-clean or remedial work will be discussed with you in advance and scheduled at a convenient time.

Formal Complaint Investigation

If your complaint is more complex or cannot be resolved at the initial stage, it will move to a formal investigation. A designated member of our management or customer care team will review all relevant information, including your account of events, any photographs or evidence, staff reports and schedules, and any previous correspondence related to your booking.

We will aim to complete this investigation and provide you with a full response within a reasonable period. If we anticipate that it will take longer due to the complexity of the matter, we will inform you and keep you updated on the progress.

Outcomes and Possible Remedies

Once we have completed our investigation, we will provide you with a clear written or verbal response that explains our findings, any factors that contributed to the issue, and the steps we propose to resolve the matter.

Depending on the nature and impact of the complaint, possible outcomes may include a re-clean of parts or all of the property, a gesture of goodwill, or an apology and explanation where a re-clean is not appropriate. Our priority is to provide a fair and reasonable outcome based on the circumstances and evidence available.

Escalating Your Complaint

If you are not satisfied with the outcome of the investigation, you may request that your complaint be reviewed by a more senior member of our team. When asking for an escalation, please explain why you are unhappy with the initial decision and what outcome you are seeking.

The senior review will focus on whether the complaint was handled fairly and thoroughly, whether all relevant information was considered, and whether the outcome was reasonable in the circumstances. We will then provide you with a final response.

Time Limits for Raising Complaints

While we will always try to be flexible, complaints are best raised as soon as possible after the tenancy cleaning service has taken place. This enables us to accurately review the condition of the property and cleaning work, consider any time-sensitive factors, and arrange any necessary re-clean visits promptly.

We may not be able to fully investigate or offer certain remedies if a significant period has passed since the service, particularly where subsequent occupants, additional cleaning, or other trades have altered the condition of the property.

Fair Treatment of Staff and Customers

We expect all parties to communicate respectfully. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff, and we also expect our staff to treat every customer in a professional and courteous manner. If behaviour becomes unacceptable, we may limit communication to specific channels or, in extreme cases, cease providing services.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review our processes and improve our tenancy cleaning services across London. We may use anonymised information from complaints to identify training needs for staff, adjust our quality control procedures, and refine our booking and communication systems.

By following this complaints procedure, we aim to ensure that your concerns are heard, addressed, and used to enhance the reliability and quality of our cleaning services for future customers.