During my experience over the last year dealing end of tenancy cleaning enquiries, I have encountered the pitfalls of miscommunication on either side of the channel as one of the main causes for dissatisfaction. No matter how hard we try to explain ahead of time what exactly our services provide, we still fall short to certain customers’ expectations. London is a fruitful soil for move-in and move-out cleaning services, also known as end of tenancy cleaning service, to flourish. Inevitably people move around the area due to job change or relationship status, or simply a different stage in their life.
Surprisingly, I still get excuses such as, “Oh, I didn’t know the flat should be empty of my belongings for the end of tenancy clean!”, when the name of the service itself suggests that your tenancy has ended and obviously it is a final cleaning service and the flat needs to be left impeccable for the next tenant to move in. Another common mistake is that if the client needs a carpet cleaning service or an upholstery cleaning he needs to book that separately, or at least check with the company policy whether it is included in the end of tenancy service or not. It is a separate trained carpet or upholstery technician who needs to arrive with his equipment and knowledge apart from the other cleaners to inspect the fabrics and take a proper care of their cleaning. Third, there are health and safety rules and regulations because of which carpet cleaners do not move furniture above 25 kilogrammes, or cleaners do not clean windows outside which is not a whim on behalf of the cleaners. Walls are another disputed feature for cleaning, as paint itself could be damaged easily after cleaning, so most companies would not offer you wall cleaning. Listen and read carefully before agreement and than just be present at the end of service for inspection. Professional cleaning companies will do everything within reasonable scope to satisfy you as a customer and will send the cleaners back free of charge if needed upon an immediate notice after the service.
The most important part in the whole process of interaction is to keep good manners. I really believe it should be on both sides, not only on behalf of the service provider, as we are all human and we all have feelings, and we all err in one way or another. The most important part is to have clear communication, willingness for cooperation and correction.