We are committed to providing reliable, high standard cleaning services in Hounslow and the surrounding area. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will handle your complaint from start to finish.
We aim to deliver a professional and consistent service on every visit. When standards fall below expectations, we take this very seriously. Our goals when dealing with complaints are to:
Listen carefully to your concerns and understand what went wrong.
Respond promptly and clearly, keeping you informed at each stage.
Investigate the circumstances fairly and thoroughly.
Offer practical solutions wherever possible, including re-cleaning or other remedial action when appropriate.
Use your feedback to improve our cleaning services and staff training.
A complaint is any expression of dissatisfaction about our cleaning services, our cleaners, scheduling, access, conduct on site, or how we have communicated with you. This includes issues such as:
Missed or incomplete cleaning tasks.
Standards of cleaning not meeting agreed expectations.
Damage to property or items during cleaning.
Cleaners arriving very late or not attending a booked appointment.
Unprofessional behaviour, conduct or attitude from our staff.
Concerns about health and safety practices during cleaning.
Problems with billing or how your booking has been handled.
You can raise a complaint in writing to our office. Please describe the issue in as much detail as you can, including:
Your full name and the service address.
The date and approximate time of the cleaning visit.
What went wrong and how it has affected you.
Any relevant details, such as room locations, specific areas missed, or items affected.
Any photographs that help show the problem, if available.
Providing clear information at the start helps us investigate promptly and fairly.
To help us resolve issues effectively, we ask that you raise any complaint about the cleaning service within 48 hours of the visit wherever possible. This allows us to review the condition of the property while it is still recent and to speak with the cleaners involved while the details are fresh in their minds.
Complaints raised after this time will still be considered, but it may be harder to verify the circumstances or offer certain remedies.
Once we receive your complaint, we follow a clear process.
First, we acknowledge your complaint and confirm that it is being reviewed. We will usually do this within two working days of receiving your message.
Next, we investigate. This may include reviewing cleaning schedules, checklists and notes from the booking, speaking with the cleaners who attended, and, if appropriate, asking you for further information or photographs.
We then assess what went wrong and whether our usual standards or agreed scope of work were not met. Where necessary, we will also look at whether our internal procedures or training need to be updated.
Finally, we provide a response explaining our findings and the outcome.
We aim to resolve most complaints within seven working days. If the issue is more complex, for example involving multiple visits, specialist cleaning tasks or potential damage, the investigation may take longer. In that case, we will let you know that more time is required and provide regular updates so you are not left waiting without information.
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:
A clear explanation of what happened and why.
A re-clean of the affected areas where standards have not been met and this is practical and appropriate.
Adjustments to future cleaning visits to better match your requirements.
Changes to our team allocation or supervision for your property.
Internal training or disciplinary action for staff, where conduct or performance has fallen short of our expectations.
Any remedies are considered on a case-by-case basis, taking into account the service specification, the evidence available, and our terms and conditions.
If you are not satisfied with the initial response, you may ask for your complaint to be reviewed by a more senior member of our management team. When escalating, please explain why you are unhappy with the first outcome and what resolution you are seeking.
The senior team member will review the original investigation, consider any new information you provide, and issue a final response. This review will normally be completed within ten working days, and we will keep you informed if more time is needed.
For our complaints procedure to work effectively, we ask that you:
Report concerns as soon as reasonably possible after the service.
Provide accurate, honest information about what has happened.
Allow us a fair opportunity to investigate and, where appropriate, remedy the issue.
Treat our office staff and cleaners with courtesy and respect throughout the process.
Every complaint is an opportunity for us to review how we work and to improve our cleaning services across Hounslow and nearby areas. We routinely analyse complaints to identify patterns, update training, refine our checklists, and strengthen supervision. By following this procedure, we aim not only to resolve individual problems but also to reduce the likelihood of similar issues arising in the future.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, best practice in customer care, or relevant legal and regulatory requirements. The version published here will always be the most current.
You can trust our cleaners Hounslow to give you the best quality services at prices that everyone can afford!
Price List
| Carpet Cleaning | £ 7 |
| Upholstery Cleaning | £ 13 |
| End of Tenancy Cleaning | £ 95 |
| Domestic Cleaning | £ 11 |
| Regular Cleaning | £ 10 |
| Office Cleaning | £ 11 |
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