What to Do If You're Unhappy With a Clean

Before raising anything, look back at what was agreed – the task list, hours and any notes. If your cleaner had two hours and the house needed four, some jobs may simply not have fitted. If something specific was on the list and wasn't done, that's a clear point to raise.

This is why a written task list is so useful. Our guide to what a cleaning quote should include explains what to agree upfront.

Get in touch soon, while it's fresh. Be specific: 'the bathroom floor wasn't mopped and there was still limescale on the taps' is much more helpful than 'it wasn't very clean'. Photos help, especially for one-off cleans. Most cleaners genuinely want to get it right and will appreciate the chance.

Many cleaning companies, especially for end of tenancy and deep cleans, offer to come back and re-clean any missed areas if you report them within a set time – often 24 to 72 hours. Check the terms and report problems within the window. A re-clean is often quicker and more useful than a refund.

Accidents happen. If something is damaged, tell the cleaner or company promptly, with photos. If they have public liability insurance, accidental damage may be covered. Be reasonable about wear and tear and pre-existing damage – and mention fragile or valuable items upfront in future.

Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If it isn't, you're entitled to ask for the service to be repeated or put right, and if that isn't possible or isn't done within a reasonable time, a price reduction. This applies when you buy a service from a business, including a self-employed cleaner.

If you can't resolve it directly, Citizens Advice can give free guidance on your options.

Most problems come down to a mismatch between expectations and what was agreed. A regular clean isn't a deep clean, two hours can't cover a whole house thoroughly, and cleaners can't clean surfaces covered in clutter. Sometimes a cleaner simply didn't know a job mattered to you.

It's worth asking yourself whether the issue is the cleaner's work, the time allowed or the brief. That makes the conversation much easier.

With a one-off clean, check the work before the team leaves if you can, using the agreed task list. If you're not there, check it as soon as possible and report problems within the company's re-clean window, with photos.

For end of tenancy cleans, if the letting agent raises cleaning issues after check-out, send the cleaning company the agent's comments and photos promptly. Many companies will return to fix specific items within their stated timeframe.

If the same problems keep coming up despite clear feedback, it's fine to end the arrangement with reasonable notice. Not every cleaner is the right fit for every home. When you look for someone new, a trial clean and a clear brief help – see how to find a reliable cleaner.