Accident, wear or negligence?
Not every breakage is the cleaner's fault in a legal sense. A vase knocked off a crowded shelf, a hoover cord catching a lamp, or a fragile item that was already cracked are accidents. Using bleach on a marble worktop, a scouring pad on a gloss door or an abrasive cleaner on a hob – after you'd explained what to use – may be negligence.
Items that simply wear out or fail during normal use, such as a loose cupboard handle coming off or a worn shower hose splitting, usually aren't anyone's fault.
What a good cleaner does
A professional cleaner tells you straight away – by message or a note – and doesn't try to hide or fix the damage themselves. Cleaning companies usually have a process for reporting breakages and making claims. If the cleaner volunteers what happened, that's a good sign, even if the news isn't welcome.
Steps to take
A calm, step-by-step approach usually leads to a fair outcome:
- Take photos of the damage and keep any broken pieces
- Talk to the cleaner calmly about what happened
- Check what the item is worth – receipts, a replacement price or a repair quote
- Ask whether they or their company have public liability insurance and want to claim
- Agree what happens next in writing, even by text or email
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Insurance: whose policy pays?
If you book through a cleaning company, its public liability insurance usually covers accidental damage caused by its staff, subject to an excess and the policy terms. Contact the company and follow its claims process.
Self-employed cleaners may have their own public liability insurance. If they do, they can make a claim; for small items, many prefer to pay directly rather than claim and pay the excess. If they don't, you could ask them to contribute, or claim on your own home contents insurance if you have accidental damage cover – check the excess and whether it would affect your premium. Our guide to cleaner insurance and DBS checks explains what to check before someone starts.
If you can't agree
If the cleaner or company disputes responsibility, put your complaint in writing with photos and evidence of value. For companies, use their complaints procedure. If you paid for a service that wasn't carried out with reasonable care and skill, the Consumer Rights Act 2015 may give you rights to a remedy. For larger amounts, the small claims track of the county court (or simple procedure in Scotland) is an option, but it's usually a last resort. Our guide on what to do if you're unhappy with a clean covers complaints.
Preventing breakages
Put away very valuable, sentimental or fragile items, or tell the cleaner which ones to leave alone. Point out delicate surfaces – marble, oiled wood, gloss kitchens, antique furniture – and leave the right products for them. Clear crowded shelves and surfaces before visits. Agree that cleaners won't stand on chairs or move heavy items. Our guides on preparing for a cleaner and what cleaners won't do help set these expectations.
