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Original poster

Ex-cleaner not giving my keys back

28 replies

easterholidays · 31/07/2018 10:18

Help! I started using a cleaning agency a few weeks ago on the recommendation of a friend, and followed the online instructions to hand over a spare set of keys to the cleaner on her first visit so that she could let herself back in the next time.

Following her first visit I was really disappointed by the standard of cleaning, and after giving her the benefit of the doubt for a couple more weeks to see whether it improved I decided it wasn't working and cancelled the regular clean - you can only do this online via the agency website; you never get contact details for the individual cleaner.

I cancelled on July 14th and they said that I should get the keys back within a week or two, so when I hadn't heard anything by yesterday I got back in touch for an update, and it turns out they can't get hold of the cleaner, and don't know where she is or where my keys are!

Apart from learning the lesson not to hand my keys over to someone so freely next time, what should I do? I'm veering towards reporting it as theft, since she has my keys - and therefore access to my home - without my consent, but is that an OTT response? WWYD, wise MNers?

OP posts:
TooDamnSarky · 31/07/2018 10:21

Get a quote for changing your locks and tell the agency you expect either the keys or the cost of the lock change within 3 days.

Jillyjollyjandy · 31/07/2018 10:22

What sarky said

Chickychoccyegg · 31/07/2018 10:24

good advice above - quotes for new locks, let agency know you want the keys back or locks changed asap

ShirleyPhallus · 31/07/2018 10:26

Another vote for Sarky

bettytaghetti · 31/07/2018 10:29

But do you trust them not to have made a copy? Unless it was something like a Banham lock, it would be easy to get copy.
I would just replace the lock. It's usually not hard to do yourself.

Clairetree1 · 31/07/2018 10:29

don't accept the keys back now, you won't know if she has copied them.

3 quotes for changing the lock, chose one, bill the agency, follow up with solicitors letter if money is not immediately forthcoming

Original poster
easterholidays · 31/07/2018 10:29

I need five sets of keys so it will be quite pricey! (One each for me and DP, one for new cleaner, my landlord insists on having two, I'm not sure why.)

But yes that is a good idea. I emailed them this morning to ask what their next steps will be and they haven't replied yet - I'll give them until the end of the day and then reply as suggested.

OP posts:
Original poster
easterholidays · 31/07/2018 10:30

She could copy the keys themselves but not the fob that you need to get into the block in the first place, so it wouldn't be straightforward. Do you think I need to get them changed anyway?

OP posts:
OnlyFoolsnMothers · 31/07/2018 10:33

Have you asked the agency? I would send them an invoice quote- including the cost of a new fob. If no response..threaten with small claims court.
(not sure you can report for theft as you handed over the keys)

marcopront · 31/07/2018 10:36

I think you need to get them changed just in case.
I also agree with others the agency should pay and for all the copies you need.

Original poster
easterholidays · 31/07/2018 10:37

I've emailed the agency three times, each time they just tell me they're "looking into it".

Yes I'm not sure either re. theft although I think it should be clear that the keys are my property, that she can keep them only as long as I give her consent to do so, and that if she keeps them after I have withdrawn my consent then it's stealing? But that is a 100% uninformed view from a legal point of view, it's just how I feel about it!

I am sooooo busy with work and other things at the moment, even the thought of getting locksmith quotes and solicitors or god forbid small claims involved is completely overwhelming. But I may have no choice I guess.

OP posts:
IDontEatFriedTurtle · 31/07/2018 10:50

If you think she's dodgy it won't matter if she gives you your keys as of course she could get a copy. I'd get the agency to pay for new locks as suggested

GruffaIo · 31/07/2018 10:52

I think you need to get them changed as it sounds like it's a rented property and this could create a security risk for future tenants, unless the landlord changes them for every set of tenants?

cjt110 · 31/07/2018 10:52

If you're any good with DIY and depending on the type of lock, you can change the barrel yourself. Because I'm an idiot I have lost a two set of keys in the past and my husband went to B&Q and bought a replacement barrel. Far cheaper than a locksmith and quicker too.

charlestonchaplin · 31/07/2018 10:54

I admire your faith in human nature. I never have anyone doing work in my home if a member of the family isn't there to supervise. You're still planning to give a new cleaner a key. Could get quite expensive if you keep having to get new locks.

Shambu · 31/07/2018 10:55

It won't take more than about 20 mins to get 3 locksmith quotes. Just google and phone.

PurpleWithRed · 31/07/2018 11:01

Do NOT give your keys to the new cleaner or to anyone other than very close family: put up a key safe and give her the key safe number and instructions to leave the keys in there. If the same thing happens again just reset the key safe. Get this stuff sorted quickly as goodness knows what the implications are for your house insurance if you get burgled.

Original poster
easterholidays · 31/07/2018 11:10

You're still planning to give a new cleaner a key

I'm planning to give my old cleaner a key; she lives locally, I know her and her son and I know where she lives. She had to stop coming for a while because of childcare problems but they're resolved now and she's available again. I do trust her and I don't have a problem with giving her the keys back. But I agree I shouldn't have given them to someone I didn't know. I assumed that because it all went via the agency we'd be covered if anything went wrong, but I didn't expect this!

OP posts:
Jaxhog · 31/07/2018 11:29

Change the locks. Now. You don't know who now has a copy. Send the bill to the agency.

Yogagirl123 · 31/07/2018 11:32

I would change the lock without doubt, I don’t think most home insurance covers you unless there are signs of forceful entry. Not worth the risk. What do the agencies T&C’s say about keys?

Original poster
easterholidays · 31/07/2018 11:49

Even if she has copied the keys, though, you can't get into the building without a fob which it's not possible to get a copy of without a signed form from the property owner being sent to the management agency, so I'm not so worried about that. Yes, she could lurk around waiting for someone to go in or out but (a) she'd need to get lucky twice in a row, because there are two doors which the fob opens and anyone lurking between them would be asked questions by anyone legitimately coming through, and (b) she honestly didn't strike me as the brightest of sparks and I can't imagine her as a criminal mastermind. I know I sound super naive, but I just don't think it's likely. That said, I take everyone's point and am inclining towards getting it changed, despite the hassle.

Anyway there's an update from the agency: they have managed to get hold of her and should be getting the keys back this afternoon. So I have said to them that if they don't get them today, I'll be changing the locks and sending them the bill. I think the chances are they won't get them today and I'll need to go ahead and do that.

OP posts:
Original poster
easterholidays · 31/07/2018 11:50

Agency T&Cs don't say anything useful about the keys, but now that I read them more closely (I know, I know) they're so vague that I don't think they'd stand up in small claims court anyway. They say that my contract is with the cleaner and not with them, but since I don't know her full name or have any contact information for her I think I could successfully challenge that!

OP posts:
TheMobileSiteMadeMeSignup · 31/07/2018 11:58

Just because the cleaner doesn't seem like a criminal mastermind you have no idea who she knows.

Jux · 31/07/2018 12:02

Contactthem one last time saying if you have not had a satisfactory response by x time you will be contacting the police and reporting the agency and the cleaner re theft of keys, and putting a review online stating the position.

Jux · 31/07/2018 12:04

X post, but tell them that if the keys are not returned to you by 5pm you will be contacting the police. You will also still be having your locks changed and expecting them to foot the bill.

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