What the guarantee usually means
Most end of tenancy cleaning guarantees work the same way. If the landlord, letting agent or inventory clerk reports a cleaning issue within a set period – often 48 or 72 hours, sometimes up to a week – the company will return and re-clean the affected areas free of charge.
It isn't usually a promise that you'll get your whole deposit back, or that the company will pay deductions. Your deposit depends on the condition of the whole property, including damage, missing items and rent owed, which cleaning can't fix.
Common conditions
Guarantees normally come with conditions. Check for these before you book:
- The property was empty of belongings when the cleaners arrived
- Issues are reported within the time limit, often with the inventory report or photos
- The re-clean only covers items on the company's checklist
- Nobody has moved back in or used the property since the clean
- Carpet cleaning was booked with the same company, for carpet issues to be covered
- Access is provided for the re-clean within a reasonable time
What's normally excluded
Guarantees cover cleaning, not condition. Typical exclusions include damage (burns, scratches, chips), wear and tear, permanent stains that cleaning can't remove, limescale or mould that's etched into surfaces, items not on the checklist (such as outside windows, gardens, garages or sheds unless booked), and anything that happened after the cleaners left.
Some companies also exclude areas they flagged at the time of the clean as not cleanable – for example, a carpet stain they warned you was permanent. Ask the team to note any such areas in writing when they finish.
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How to make the most of the guarantee
Book the clean so the check-out inspection falls within the guarantee window. If the agent or landlord isn't doing the inspection until the following week, ask the cleaning company whether the guarantee can start from the inspection date.
Take dated photos and video of every room after the clean, including inside the oven, fridge and cupboards. Ask for a copy of the cleaning checklist and the invoice. If the check-out report mentions cleaning, send the relevant extracts to the company straight away and arrange the re-clean before the landlord books their own cleaner.
If the company won't honour it
Put your complaint in writing, quoting the guarantee terms and attaching the inventory report and your photos. If the issue is clearly a cleaning failure and the company refuses to return, you may be able to claim a refund or partial refund for a service not carried out with reasonable care and skill under the Consumer Rights Act 2015. Our guide on what to do if you're unhappy with a clean covers the steps.
If cleaning deductions end up in a deposit dispute, the tenancy deposit scheme's free dispute resolution service will look at the evidence from both sides. Your cleaning invoice, checklist and photos all help. See deposit deductions for cleaning.
Choosing a company
When comparing quotes, ask each company to send its guarantee terms in writing. Compare the time limit, conditions and exclusions as well as the price. A cheaper clean with a 24-hour window and many exclusions may be worth less than a slightly dearer one with a week's cover and a clear process. Our end of tenancy cleaning service page explains what a standard clean includes, and what to include in a cleaning quote helps you compare.
