15/06/2026
Unfortunately, there have been occasions where we have been instructed to carry out only partial march-out cleans. This can create difficulties when cleaning issues are later identified, as it is often easy for the Housing Officer to see that our family business carried out part of the work.
As Housing do not allow us to attend march-outs, we are unable to defend ourselves or explain exactly what work we were instructed to complete. Over the last few months, there have been several properties where we have only been asked to clean specific areas, such as ovens, bathrooms, or carry out a full internal clean but have been specifically told not to clean windows, bins, or other areas. When charges have later been raised, some tenants have unfortunately blamed us rather than acknowledging that those areas were not included in our instructions.
We take great pride in our work and always stand by the quality of our service. If we make a mistake and a genuine cleaning issue is identified, we simply ask to be provided with the inspection report and photographs. If the issue is clearly our responsibility, we will happily cover the charge. We would never allow any of our customers to incur costs due to an error on our part.
However, we cannot agree to refunds or accept responsibility for alleged issues without seeing the inspection report and supporting photographs. Unfortunately, there have been several occasions where individuals have claimed there were cleaning issues, but when we have requested the report and evidence, we have heard nothing further.
This is upsetting for us, as we consistently go above and beyond for our customers and always make every effort to rectify any genuine issues that arise. We are committed to providing a high standard of service and resolving any problems where we are at fault, but we believe this must be supported by proper evidence and documentation.
