Michael B.

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.