Cleaner Haringey Complaints Procedure

Cleaner Haringey is committed to delivering reliable, high quality cleaning services for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage. Our aim is to resolve issues promptly, fairly and professionally, while using your feedback to improve our services.

Scope of this Complaints Procedure

This procedure applies to any complaint about our cleaning services, including regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office and commercial cleaning, and related customer service matters. It covers concerns about standards of work, conduct of cleaning staff, scheduling issues, billing disputes, or any other aspect of the service you receive from Cleaner Haringey.

This procedure is intended for customers and clients who have a direct contractual relationship with Cleaner Haringey. If you are a tenant, employee or third party, we will still listen to your concerns and do our best to assist, although in some cases we may need to liaise with the contracting customer or property manager.

Our Commitments When Handling Complaints

When you make a complaint to Cleaner Haringey, we will:

Listen carefully to your concerns and treat you with respect and courtesy.

Acknowledge your complaint promptly and confirm the next steps.

Investigate the matter thoroughly and impartially.

Provide a clear response, setting out any findings and actions we will take.

Use the outcome to improve our cleaning processes, staff training and customer care.

How to Make a Complaint

We encourage you to raise concerns as soon as possible after the issue arises, so we have the opportunity to put things right quickly. You can make a complaint in the following ways:

In person to a member of our team, for example your regular cleaner or a visiting supervisor.

In writing, giving a clear description of the issue, when it occurred and any relevant details such as the address where we provided the cleaning service, the date and time of the visit, and the names of any staff involved if known.

When submitting your complaint, please provide:

Your full name and the name under which the booking was made.

The service type and any reference or booking number.

Dates and times of the cleaning session related to your concern.

A factual description of what went wrong and what outcome you are seeking.

This information helps us identify the issue and investigate it accurately and promptly.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe and assign it to an appropriate member of our management team. At this first stage we will:

Review the details you have provided.

Check our internal records, such as schedules, job notes and quality control reports.

Speak with relevant staff where necessary.

We will aim to resolve straightforward issues at this stage, often within a few working days. Outcomes may include an explanation, an apology, a corrective visit, adjustments to future services, or other appropriate remedies depending on the circumstances.

Stage Two: Further Investigation

If you are not satisfied with the outcome of the initial review, you may ask for your complaint to be escalated to a more senior manager. At this second stage, we will:

Re-examine your complaint and the actions taken at Stage One.

Consider any additional information you wish to provide.

Assess whether our original response was fair and in line with our standards.

Following this further investigation, we will provide a written or clearly documented response setting out our findings, any additional actions we will take, and the reasons for our decision.

Stage Three: Final Position

If you remain dissatisfied after Stage Two, we will treat your continued concerns as a request for a final review. At this stage, a senior representative of Cleaner Haringey will:

Review the entire history of the complaint.

Consider whether all appropriate steps have been taken to resolve the issue.

Decide whether any further remedy is appropriate.

We will then confirm our final position to you. While this will conclude our internal Complaints Procedure, we will always remain open to constructive feedback and to discussing how we might better meet your expectations in future services.

Timeframes

We aim to deal with complaints as swiftly as possible while still carrying out a thorough investigation. Response times may vary depending on the complexity of the issue, but we will keep you informed of our progress and let you know if we need more time to complete our review.

Remedies and Corrective Action

Where we identify that our service has fallen below the standards we expect, Cleaner Haringey may take one or more of the following steps, depending on the situation:

Arrange a re-clean of part or all of the affected area.

Offer a partial or full adjustment to your invoice where appropriate.

Provide additional supervision or training to staff.

Review and revise our internal procedures to prevent similar issues.

All remedies are considered individually, with the aim of being fair, proportionate and reasonable.

Confidentiality and Data Protection

We handle all complaints in confidence and share details only with staff who need the information to investigate and resolve the issue. Any personal data you provide during the complaints process will be managed in line with applicable data protection principles and used solely for the purpose of handling your complaint and improving our services.

Continuous Improvement

Every complaint is an opportunity for Cleaner Haringey to learn and improve. We regularly review complaints data to spot patterns, identify training needs, and refine our cleaning methods, supervision and customer communication. By following this Complaints Procedure, we aim not only to resolve problems, but also to raise the overall quality and reliability of our cleaning services over time.