Cleaners Highbury is committed to providing a consistent, reliable and professional cleaning service. We recognise that occasionally things can go wrong, and when that happens we want to put them right quickly and fairly. This complaints procedure explains how you can raise a concern about our cleaning services, what you can expect from us in response, and the steps we take to resolve issues and prevent them from happening again.
This procedure applies to any concern or complaint about our domestic or commercial cleaning services, including regular cleaning, one-off deep cleans, end of tenancy cleaning and specialist services. It covers the behaviour and conduct of our cleaners, the quality of cleaning work carried out, attendance and punctuality, access issues, and any other problems directly connected with the service you receive from Cleaners Highbury.
When you raise a complaint with Cleaners Highbury, we will treat it seriously and with respect. We will aim to acknowledge your complaint promptly, investigate it thoroughly and respond within reasonable timeframes. We will listen to your account of what has happened, gather any relevant information from our cleaning team and any supervisors involved, and aim to reach a fair and balanced outcome. We are committed to learning from complaints and using them to improve our cleaning standards and internal processes across our service area.
You can raise a complaint with us verbally or in writing. You may wish to speak to us as soon as you notice an issue with your cleaning service, so that we can address the problem quickly. If you prefer to make a written complaint, please clearly describe what happened, when it occurred, which property or visit it relates to, and what outcome you are seeking. Providing photos or other supporting information, where appropriate, can help us understand the situation more accurately.
To help us handle your complaint efficiently, please include the following details where possible. Tell us your full name and the address where the cleaning took place. Provide the date and approximate time of the visit or incident. Describe the nature of your complaint, for example missed areas, damage, conduct of a cleaner, timing issues or any other concerns. If your complaint relates to a regular cleaning schedule, please let us know whether the problem has happened once or on several occasions. Clearly state how you would like us to resolve the matter, such as a re-clean, an explanation, changes to the service, or another reasonable remedy.
We encourage customers to raise any concerns about our cleaning work as soon as possible, and ideally within 48 hours of the service taking place. This enables us to investigate effectively while details are still fresh and, where appropriate, arrange a prompt re-clean. Complaints raised after a longer period will still be considered, but our ability to verify the concern or provide certain remedies may be more limited.
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe. A senior member of our team will then investigate the issue by speaking with the cleaners involved, reviewing any job notes and considering any evidence you have provided. After this review, we will respond to you with our findings, any explanation that is needed and the steps we propose to resolve the matter. Where appropriate, this may include arranging a re-clean, adjusting future cleaning instructions, providing further training to staff, or other suitable actions.
If you are not satisfied with the outcome of the initial review, you may request that your complaint is escalated. At this stage, a more senior manager, who has not been directly involved in the first investigation, will review your complaint. They may contact you for further details, reassess the information already gathered and, where necessary, collect additional evidence. Following this second review, we will provide you with a final response outlining our position, any additional actions we will take and the reasons for our decision.
Every complaint is considered on its own facts, but typical outcomes may include an apology where standards have fallen short, a complimentary re-clean of missed areas, adjustments to your cleaning schedule or checklist, additional supervision or training for cleaners, or, in some cases, changes to the team assigned to your property. Where a complaint cannot be upheld, we will explain clearly why the evidence does not support the concern or why a particular remedy is not appropriate.
All complaints are handled in confidence. Information you provide will be shared only with those who need to know in order to investigate and resolve the issue, such as managers and the cleaning staff directly involved. We will handle your personal information securely and in line with relevant data protection principles. Details about your complaint are kept for a reasonable period so we can monitor trends, improve performance and respond to any follow-up questions you may have.
Cleaners Highbury views complaints as an important part of our quality control. We regularly review complaint records to identify patterns, such as recurring issues in particular types of cleans or properties. This information is used to refine our checklists, update cleaning methods, improve training programmes and enhance communication with customers throughout our local service area. By telling us when something has gone wrong, you help us maintain higher standards for all clients.
To help us resolve complaints effectively, we ask that you give us a fair opportunity to investigate and put things right. This includes providing accurate information, being available to discuss the issue and, where requested and reasonable, allowing us to re-attend the property to inspect or correct the work. We also ask that communication with our team remains polite and respectful, so that we can focus on finding a constructive solution.
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. As our cleaning services and internal processes develop, we may update this procedure to reflect best practice, customer feedback and any changes in regulatory expectations. The version published here will always be the most current statement of how Cleaners Highbury handles complaints.
Hire our cleaners Highbury today and make your life easier. We deliver professional and efficient work anytime you need.
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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