HouseKeep

We booked a cleaner to attend our property last year. We gave clear information on the website as to how to contact us and what needed doing. Unfortunately, the cleaner did not attend and so I immediately contacted Housekeep to advise them that we did not want anything further to do with the company. An agent from the customer service team responded to say that they had telephoned (when no calls were received on my mobile and there was no voicemail) but offered a further clean "from a cleaner with a reliability rating of 4.8 out of 5!" – It does beg the question as to the reliability rate of the other cleaners. I promptly responded to th agent to repeat my request and I asked for my details to be deleted from their system; I didn't want excessive, irritating marketing emails. You can imagine the surprise when I checked my credit card statement to find that Housekeep had deducted money twice for cleans that did not happen. Apparently, they added "credits" for future cleans on my account. That is despite me saying I did not want their services. I have been in touch with their customer service department now on two occasions (lasting 50 minutes) and spoken with P and now N. P promised to email me with a resolution, and when I did not receive this, I spent 30 more minutes on the phone to N who assured me that a member of the senior team will contact me later. He was evasive and unhelpful.

This company has a well-designed website but is let down by cleaners who don't turn up and a customer service team that is unhelpful.

We did manage to find a wonderful cleaning company who does what she said she would when we first met her. She is efficient, polite and a lovely person to deal with. I would be happy to share her details with you.

I shall update this site if I receive the refund.

Today I took the train to reach the center London in the main office (30minutes) and after a 25minutes walk reached there I need to hear that I need to pay a fee of 59£. (Which naturally is not written in the invitation email.) If I am self-employee or make a contract with them the fee is the same. There earn from customer 15£ per hour but pay the cleaners just 8,5£ per hour. You need to calculate the time to reach the house to clean and buy your own stuff for cleaning (hearing from someone). So sometimes even not got time to lunch. And if you no going (sick or family emergencies) you need to pay a penality of 20£-400£.
Totally waste of time! Don't go with them!
If you go there then grap just a free muffin.

Signed up to Housekeep on basis of discounted first clean offer which they then refused to honour. Poor clean and terrible customer service. Avoid!

I don't usually leave bad reviews but what they did to me is unbelievable. I was sent a housekeeper that cleaned very well, asked me to leave a good review (which I did), and the following time she barely cleaned anything + completely burnt, while ironing, my silk shirt bought 30 minutes before (worth £170). Despite evidence of the receipt and the label still attached to the shirt, they said that it wasn't the housekeeper fault and refused to refund me. Seriously?
In the meantime I had booked another clean (10 days in advance) as I had guests coming, and they let me know on the same day that nobody can come and clean, as the previous housekeeper (who has my keys) forgot to transfer them to the new housekeeper and went on holiday for who knows how long but more than a week. They said that they cannot do anything if the housekeeper has my keys. Anyone could get into my flat with those keys, by the way. These are all very serious accidents, and this last one also compromises my safety. And on top, the housekeepers do not clean up to good standards. Do not use their services.

We booked housekeep for an "end of tenancy" clean for an 8am to 9am start. At 8.55am they called to say they were running late and would be a couple of hours delayed (alarm bells already ringing). The two cleaners turned up at 11am and walked them around the house pointing out what to do and what not to do - the instructions were quite clear. At 1:30pm they called me to say they were finished (alarm bells ringing again). When i went to the flat I was astonished at the appalling job they had done - the work was disgraceful. The clean cost me £300 - so that works out at about £60/hour per cleaner for a a totally crap job. I complained and asked for another cleaning team to come and do the job as I didnt want the same crap cleaners back. This request was denied so I got another cleaner to do it properly. I asked Housekeep if they thought the service they provided was value for money. My customer service rep told me he thought it was. Decide for yourself - but what ever you decide DO NOT USE THESE CLEANERS. For the money they charge, I'll come clean your place. NB Pictures are of my cleaners finishing the job they didnt do.

The first time I booked them, the lady did a less than mediocre job, not lifting the parts in the areas she was cleaning, I had to ask for everything, and all she was concerned about was the high parking fees she had to pay whilst she was at my home. I cleaned for another two hours myself when she left to finish the cleaning to a good standard, and regretted that I paid for cleaning.

I therefore didn't book with Housekeep again foe months, until a week ago, where I thought I'll give them a try again and hope for another cleaner. The night before my scheduled cleaning (at half past midnight!) I receive a text message saying my cleaning got canceled as the cleaner „got sick". Are you kidding me? You can't send anyone else or give an earlier heads-up? I had been blocking that cleaning time frame for a week, preparing my home for it the night before, etc., and then that. All they instructed is that I should re-schedule myself, instead of calling me and trying to find a solution together.

It's a cheap service. But the above explains wgy. It's low quality and unreliable. DONT book with them!

Bad communication. For 6 weeks no cleaners then they remember you. If you want to stop the service you will need to spend hours to get them to cancel.
No button to press cancel. Bad servise

What a service! Simple to use and manage your cleans, and my cleaner is brilliant! Love coming home after she has been - so clean and tidy!

Left my shower on flooded downstairs neighbour. Always late, dreadful customer service. Please don't use them..