QUALITY & GUARANTEES
Most people booking a cleaner have been let down by one before. This page sets out exactly how we control the quality of your clean, what happens if something is missed, and where the limits honestly are — so there are no surprises in either direction.
- 72hrs to claim a free re-clean after an end of tenancy job
- £0 a return visit never appears on your invoice
- 7days we answer 9am to 8pm, weekends included
- £1m public liability insurance, with Direct Line for Business
Before the clean: how we keep the standard up
A guarantee is what happens when quality control fails. Most of our effort goes into the part before that.
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The same vetted team
Every cleaner is trained, English-speaking, fully vetted and managed by us directly. You get our team, not whoever was available.
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A written checklist, every time
Each service runs to a documented checklist rather than to whatever the cleaner remembers. The same rooms, the same tasks, the same order.
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The work is documented
We keep internal quality records, including before and after photos or video, so a question about what was done has an answer rather than an argument.
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The cleaner checks their own work
Before leaving, your cleaner goes back over the job. They are responsible for the work they hand over — and they are human, which is what the rest of this page is for.
On the day: please check the work while your cleaner is still there
This is the single most useful thing you can do, and it is the one condition we ask you to hold up.
Your cleaner is standing in the property. We are not. If something has been missed or is not up to standard, they can usually put it right in a few minutes, there and then — no return visit, no waiting, no email thread. That is always a better outcome for you than telling us about it afterwards.
So when the work is finished, walk round and look properly before you say you are happy. Ask about anything you are not sure of. Nobody minds being asked; it is far easier to redo a windowsill while the kit is still out than to arrange a second visit.
If you accept the work as complete, we take that as accepting the parts of it you could plainly see. Coming back afterwards about something obvious and in plain sight — a surface in the middle of a room, a visible mark on a worktop — is not something the guarantee is designed for, because the moment to raise it was while the person who could fix it was still in the room.
This does not apply to genuinely hidden work: inside an oven, behind an appliance, the top of a wardrobe, anything you would have had to climb or move something to inspect. Nobody is expected to audit a clean on their hands and knees.
If you cannot be at the property at the end of the clean, tell us when you book. We will treat the job differently and agree with you how it gets checked.
The 72 hour re-clean guarantee
On an end of tenancy clean, if your landlord or letting agent raises a cleaning issue, you have the right to a free re-clean.
You have 72 hours from the end of the clean to claim it. The return visit costs you nothing.
We set the window at 72 hours for a practical reason rather than a legal one. Beyond three days a property has been lived in, moved through or simply left standing, and a fresh layer of dust settles. At that point nobody can tell what was missed on the day and what has arrived since — which would be unfair on you and on the cleaner.
Deep cleaning is covered by the same promise: if something has been missed, tell us and we will come back and put it right at no charge, under the same review and the same conditions on this page. What differs is only the deadline — an end of tenancy clean is tied to an inventory check, so it carries the fixed 72 hour window.
Regular cleaning works differently again, because we are back next week or next fortnight anyway. Tell your cleaner or tell us, and it is put right on the next visit, with extra time spent where it is needed. There is no free re-clean visit on a regular plan — but if a visit has genuinely gone wrong, we will say so and put a discount on it.
How a claim actually works
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Send us what you have been told, with photos
Forward the message from your landlord or agent exactly as you received it, and send photographs of what they have flagged. Photos matter more than description here — they let us see the actual state of the surface rather than guess at it.
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We review the case
We look at what has been raised against the checklist for your job, our own photographs from the day and the condition of the item. We come back to you with a decision, not a form to fill in.
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We return and put it right
Where it is our miss, we send a cleaner back at our cost, at a time that fits the property’s access. If access has to come from the landlord or agent, we will deal with them directly.
We review every case rather than accepting or refusing automatically, and we tell you plainly which it is. The two sections below cover the times the answer is no.
What cleaning cannot fix
Some things are not dirt. No amount of returning changes them, and we would rather say so now than after you have been charged for a clean.
- Old, set limescale. Scale that has been building for years bonds into the surface. It can often be reduced, but removing the last of it would mean abrading the enamel, chrome or glass underneath. We stop before that point rather than trade a mark for permanent damage.
- Staining, etching and wear. Marks that have gone into the material — heat marks, dye transfer, scratched or dulled finishes, worn grout — are damage, not soiling.
- Anything outside the booking. Work that was never part of the job, or areas we could not reach on the day.
- We tell you on the day, not afterwards. If your cleaner meets something that will not come off, you hear about it while they are still there.
- We photograph it, so there is a record of the condition we found rather than a disagreement later.
- Where an agent has flagged something that is damage rather than dirt, we will say so in writing — which is usually more useful to you in a deposit discussion than another visit would be.
What we will not touch
We have a standing rule: if an item looks fragile, damaged or already broken, our cleaners leave it alone.
A blind whose mechanism no longer opens properly, a light fitting that is loose in its ceiling rose, a delicate pendant, a fixture that is already cracked — cleaning any of these means handling them, and handling something that is one movement from failing is how it fails. The cleaner is then blamed for a fault that was there before they arrived.
So we do not take the risk. Your cleaner will leave the item, and will tell you why. If you would like it cleaned anyway and you accept that it may not survive being handled, say so and we will do our best with it.
This cuts both ways, and we know it can be frustrating: an item we have left is an item that has not been cleaned. It is still the right call. A skipped blind is a conversation; a broken one is a bill.
Damage: what we are responsible for
We will be straightforward about this, because vagueness here helps nobody.
- If our cleaner breaks, chips, scratches or marks something while cleaning it, that is our fault and we deal with it.
- If we use the wrong product on a surface and damage the finish, that is our fault.
- Tell us as soon as you find it and we will put it right or settle it, in line with our terms.
- Something that fails because it was already failing. A rusted key that snaps in a lock when it is turned was going to snap; the cleaner turning it is not the cause.
- Wear, corrosion, perished seals, loose fittings and worn mechanisms that give way under ordinary use.
- Behaviour that is not damage at all. A patio door that is stiff the morning after a cold night has contracted in the cold — it is not broken, and it was not broken by cleaning it.
The principle is simple: we are responsible for what we do, not for the condition of what we find. Where something fails during a clean we will look at it properly, and where it turns out to be ours we will say so.
Something not right with a clean?
Send us the details and photos and we will come back to you the same day, 9am to 8pm, seven days a week.
Everything on this page forms part of our terms and conditions, which you accept when you book. Where the wording differs, the terms are the version that governs your booking.