Cleaners Roehampton is committed to delivering reliable, high standard cleaning services. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve issues promptly and fairly.
We value feedback from all clients and use it to improve our cleaning services across the Roehampton area and surrounding neighbourhoods. Every complaint is taken seriously, treated confidentially, and reviewed impartially. We aim to resolve problems at the earliest opportunity and to communicate clearly with you throughout the process.
Our main objectives when handling a complaint are to understand what went wrong, put things right where possible, and prevent similar issues from happening again.
A complaint is any expression of dissatisfaction about our cleaning services, staff conduct, scheduling, communication, or any aspect of your experience with Cleaners Roehampton, where you wish us to investigate and respond.
Examples of complaints include, but are not limited to:
Cleaning standards not meeting agreed expectations.
Missed or delayed appointments without suitable notice.
Concerns about the behaviour or professionalism of cleaning staff.
Issues with access, security, or care for your property and belongings.
Problems with invoicing, charges, or service details not matching what was agreed.
You may raise a complaint in writing or verbally. While we will accept complaints in any form, we recommend submitting them in writing so that all details are clear and can be accurately recorded.
When making a complaint, please include as much information as possible, such as:
Your full name and, if applicable, the name of the business or household receiving the service.
The date, time, and location of the cleaning service in question.
The names of any staff members involved, if known.
A clear description of the issue and how it has affected you.
Any steps already taken to try to resolve the matter informally.
Providing detailed information helps us investigate more efficiently and reach a fair resolution.
Where possible, we encourage you to raise concerns informally as soon as they arise, for example by speaking with our office team or the supervisor responsible for your service. Many issues can be resolved quickly through discussion, minor adjustments to the service, or a follow up visit.
If you are not satisfied with the outcome of an informal discussion, or if the matter is too serious for an informal approach, you may proceed with a formal complaint as outlined below.
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint within a reasonable timeframe, confirming that it has been logged and is under review. Where required, we may contact you for clarification or additional details.
Investigation: A manager or designated senior staff member will review your complaint, investigate the circumstances, and gather information from any relevant staff members, schedules, and service records.
Assessment: We will assess the findings of the investigation, consider whether our service fell short of our standards, and decide what actions should be taken to address the issue.
Response: We will provide you with a clear written or verbal response. This will explain our findings, any actions we are taking, and any remedies we are offering.
We aim to complete this process within a reasonable timeframe, taking into account the complexity of the matter. If for any reason we expect a delay, we will keep you informed.
Depending on the nature and impact of the complaint, outcomes may include one or more of the following:
A sincere explanation and, where appropriate, an apology.
Corrective action, such as a re-clean of the affected areas.
Adjustments to future cleaning schedules, methods, or staff allocation.
Internal training or supervision measures for staff involved.
Changes to our procedures to prevent similar issues in the future.
In all cases, we will aim for an outcome that is fair and proportionate to the concern raised.
If you are not satisfied with the response to your formal complaint, you may request that the matter be reviewed by a more senior manager within Cleaners Roehampton. When asking for an escalation, please explain why you are dissatisfied with the previous response and what outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the decision made. They may uphold the original outcome, modify it, or propose an alternative resolution. You will be informed of the result of this review.
All complaints are handled confidentially. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We store complaint records securely and in line with our data protection obligations. These records help us identify patterns and improve our services for all clients.
Cleaners Roehampton uses every complaint as an opportunity to learn and improve. By tracking the issues raised by clients across the local area, we can identify where additional training, supervision, or changes to our cleaning processes are needed. Your feedback plays an important role in helping us maintain consistent, high quality cleaning services.
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our commitment to service quality. Any updates will apply to all future complaints and will be made available to clients upon request.
We appreciate you taking the time to share any concerns about our services. By following this procedure, we can work together to resolve issues fairly and continue providing dependable cleaning support throughout the area we serve.
Cleaners Roehampton is the best choice of all cleaning companies in SW15 for you! We offer amazing value and budget-friendly prices for our customers.
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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