To be unimpressed with cleaner

[Rollergirl1]

I have a new cleaner who has been cleaning for me for a month. She was recommended by a friends cleaner, who is very very good. My friends cleaner has taken this lady on and has trained her up to her standards. The first week my cleaner was due to start the other lady texted me an hour before she was due to come to say that her daughter was ill and that she wouldn't be able to make it and could she come another day instead. I said that was fine, I try and be flexible when I can. The next 2 weeks she came when she was supposed to, although one week she left earlier then I had paid her till. I also find that she misses things, I had to ask her to clean under my sofas and she doesn't dust some things that I would expect her to.

She was due this morning and I was expecting her as she specifically checked last week that we were still on for today. 20 mins after she was due to arrive I received a text from the other lady saying that she wasn't coming and that it was her fault as she had let her know 2 days ago and she had forgot to pass the message on. This is the 2nd time in 4 weeks that she hasn't come when she is supposed to. As I say i try and be flexible whenever I can but being told after she is meant to be here that she is not coming is simply not good enough. I texted back saying that this is the 2nd time in 4 weeks and we're not off to a good start and I wanted someone to clean either tomorrow or Thursday. She texted back immediately that she would come herself today.

Now I feel bad as I am taking her away from her family on bank holiday, when it is not her job to clean my house. DH says I am paying good money for a service and shouldn't feel bad.

What do you think?

You arrangement should be with the cleaner who comes to your house not through a third party. I would let the other cleaner come today and let her know you will be terminating the arrangement with your cleaner because she is too unreliable. Give the friend cleaner first dibs and then look elsewhere.

Agree with marriedinwhite word for word.

so the lady who actually does the cleaning had an ill daughter on one occasion and her friend/agent forgot to pass the message on the other (but we don't know the reason for the second absence).

I think she should let you know directly, not through the friend, if she is going to miss the session and this 3-way relationship is less than ideal, so that should be changed.

I don't think you should feel bad the friend has stepped in (BH or not), as it was her error that left you in the lurch and if it was me I'd feel honour bound to do the work too.

What she does or doesn't dust should be able to be easily sorted with a chat about your expectations (i.e. I'd possibly be wary of dusting a expensive ornament if I wasn't sure the employer wanted me too, but skirting boards etc are obvious really). So the standards thing, is all part of a new job/laying out expectations... and as with any job, once these are clear it should be obvious if corners are being cut or if she is merely not clear on her territory as yet.

The reliability issue is probably a gut instinct at this stage, we have all been in positions where we have got off on the wrong foot through no fault of our own and have been grateful for it not to sour things for us, so I'd be inclined to size her up for if she is the unreliable type or just been unlucky.

Finally, how she responds when you talk to her is perhaps the most important factor at such an early stage, if she doesn't listen or seems to have a bad attitude I'd be very dis-inclined to continue, however if she communicates openly and is interested in what you have to say that would go a long way for me.

I'm not keen on this 3 way relationship either. I have my cleaners number. I think it is more to do with the fact that my cleaner doesn't speak very good English and although she gets by face to face, I doubt she could send me a text message. But I also think that friend cleaner is quite keen to keep tabs on her.

It's tricky, cleaner seems nice. She did respond to the things that I said that she had missed. But if she finishes early I would hope that she would use her own initiative to find something else to do rather than just leave early but still take the money.

Think will give another week and then decide.

Sounds like a sensible plan - benefit of the doubt, then if you still aren't happy you can walk away confident it is the right decision.

Your instincts sound right on this, it doesn't sound like your current cleaner is going to stick it out. If the 1st cleaner is acting as 2nd's manager then don't worry about her covering the work, you didn't insist on it, she offered.

I managed the cleaners at work, and if they finished their daily tasks early, they had a list of less regular stuff to do to fill the time (washing inside bins, Viakalling etc.).
We had some great cleaners, and it wasn't necessarily to do with their cleaning skills, it was their attitude to the job - they cared enough to do a good job.

If you do stick with her, you might need to have a sit down and explain that while you're happy to be flexible once in a while, you really do need her to stick to the arrangement, and expect her to turn up on time and stay for the duration. I found when speaking to our non-English-speaking cleaners in passing they would make it appear like they understood, but really hadn't taken it in at all. It was only when sitting down having a proper meeting they got me to explain things slowly.

Hope it works out!