Cleaners Ilford is committed to providing a reliable and professional cleaning service to clients across the Ilford area and surrounding neighbourhoods. We take all feedback seriously and view complaints as an opportunity to improve our services, training and communication. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair outcome.
We aim to resolve all complaints promptly, fairly and consistently. Every complaint is treated with respect and handled in a confidential and impartial manner. We will always seek to understand what has gone wrong, find a practical solution and, where appropriate, learn from the experience to prevent similar issues in the future.
This procedure applies to all domestic and commercial cleaning services provided by Cleaners Ilford in our service area, including one-off cleans, regular visits, end of tenancy cleans, deep cleaning and specialist cleaning work.
A complaint is any expression of dissatisfaction from a client about our cleaning services, our cleaners, our administration or our communication, where a response is expected. Examples may include concerns about the standard of cleaning, conduct or behaviour of a cleaner, missed or late appointments, damage to property or belongings, or issues with bookings, billing or customer service.
Raising a complaint will never affect your right to receive a professional service from Cleaners Ilford. We welcome the opportunity to put things right.
You can make a complaint through any reasonable communication method. Please provide as much detail as possible, including your name, the service address, the date and time of the clean, the nature of the problem, and any photos or supporting information you feel are relevant. The more information you give, the easier it will be for us to investigate thoroughly and respond effectively.
We encourage clients to raise concerns as soon as possible after the issue arises, ideally within 48 hours of the clean, so we can address the matter while details are still fresh and any remedial work can be carried out promptly.
Many concerns can be resolved quickly and informally. In the first instance, your complaint will normally be handled by a member of our customer support or scheduling team. They will listen to your concern, clarify the details, and, if possible, offer an immediate solution.
Where appropriate, this may include arranging a re-clean of specific areas, providing advice to the cleaning team, or making an adjustment to future bookings. Our aim at this stage is to resolve the issue swiftly and to your satisfaction without unnecessary formality.
If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request that your complaint be treated as a formal complaint. At this stage, your complaint will be reviewed by a senior member of staff or a manager who has not previously been involved with the issue.
The manager will investigate by reviewing your account history, job notes, checklists and any photographs or communications. Where necessary, they may speak with the cleaners who attended the property, and, if appropriate, ask you for further information or clarification.
We aim to acknowledge formal complaints within a reasonable timeframe and to provide a full written response once the investigation is complete. In most cases, investigations will be concluded within a set period, although complex matters may take longer. If additional time is required, we will keep you informed of progress.
Following the investigation, we will explain our findings and any actions we propose to take. Depending on the circumstances, outcomes may include a re-clean of affected areas, a service credit applied to your account, changes to your cleaning schedule, additional training or supervision for the cleaner, or, if necessary, reassignment of your booking to a different team.
If we conclude that the service fell short of our standards, we will apologise, explain what went wrong and outline the steps we are taking to prevent a recurrence. If we find that the service was delivered in line with our terms and conditions, we will explain our reasoning clearly and respectfully.
If your complaint involves alleged damage to property or loss of items during a clean, please report the issue to us as soon as you become aware of it. Providing photographs, receipts or evidence of ownership can assist in our investigation.
We will review the details carefully and liaise with the cleaning team. Where our responsibility is established, we will work with you to agree a fair resolution in line with our terms, which may include repair, replacement or another form of remedy as appropriate.
All complaints are handled in confidence. Information is shared only with team members who need it to investigate and resolve the issue. We store and process complaint information in line with data protection requirements and use it solely for managing your complaint and improving our service.
Every complaint, whether minor or serious, is logged and reviewed so that we can identify patterns and trends in our cleaning services across the Ilford area. This helps us target additional training for cleaners, update our quality control processes and refine our booking and communication systems.
By following this Complaints Procedure, Cleaners Ilford aims to provide a clear, fair and accessible route for clients to raise concerns and to ensure that any issues with our cleaning services are handled professionally and respectfully from start to finish.
Take advantage of our cleaners Ilford that are always ready to help you at the best possible price!
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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