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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Cleaner WWYD

27 replies

Fibbertigibbet · 17/09/2018 20:02

Background: Last week, we had to let our cleaner go because she was being very unreliable. We went back to the agency we originally found her through and asked for a new cleaner. Agency allows for lots of instructions for things like how to open the doors and where things are etc. to be left online, and doesn't allow direct contact between you and the cleaner (they can call you, buy via the office). Our house has a front gate, small bin area, and a double locked front door. Access for the cleaner is by using a key safe found in the bin area.

New cleaner called this morning twice, first because she couldn't find the key safe, and then because she couldn't open it (I have left instructions for both of these things). I gave her my number verbally over the phone as I would not be able to answer calls for a couple of hours to text me if any more problems. No word from her. I get home from work 6 hours later, and the front gate is open, and my front door is ajar. Thankfully, nobody had taken advantage of this (no idea how, i live in a not great area of London), and my two disabled indoor cats hadn't escaped. I've emailed the agency to call me first thing, but it's out of office hours now. I imagine what has happened is that as the front door has a knack, she's tried and failed to properly shut it, meaning it didn't lock properly. I am very concerned that she didn't read the instructions on this, and that she didn't attempt to contact me with this issue. She has however done an excellent job at cleaning.

What would you do, Mumsnet? I am pretty shaken by this, as anything could have happened, but I'm also now worried the same thing would happen if I got a new cleaner, even though I find it hard to trust her now. Do I ask for a new one, or do I get her to come round and show her how the doors work?

OP posts:
Grumblepants · 17/09/2018 20:09

Find a new cleaning firm. If she left the door open and didn't call to let you know, then she doesn't respect your home.

PoisonousSmurf · 17/09/2018 20:13

Maybe find a self employed cleaner that you can get to know well and who can maybe visit on a weekend to be shown how to access your home?
Agencies are a pain to use it seems.

StoneofDestiny · 17/09/2018 20:14

Completely ridiculous that anybody would leave someone's door ajar! I'd swap agencies

Original poster
Fibbertigibbet · 17/09/2018 20:59

I take your point about swapping agencies, but I'd really rather not. It's by far the easiest one I've used, and I've used them for many months without incident.

I doubt she left the door ajar on purpose, what has probably happened is she's ignored my instructions on how to properly lock the door, and the door has popped open after she's left (which it does do if not locked properly). She's also not contacted the agency or myself when she has clearly struggled. I don't know if it's best to get her to come back and teach her, or find another one. I don't trust her after this, but now I'm also worried another cleaner would have the same issue.

OP posts:
luckylavender · 17/09/2018 21:18

You've asked for advice & ignored it. Frankly this agency has compromised your security & your cats' safety but you want to continue to use them. Your choice.

Eliza9917 · 17/09/2018 21:25

Get your door fixed.

KMoKMo · 17/09/2018 21:25

Ask for a new cleaner but say I you’d be happier for them to come to the house first so you can show them.
Bearing in mind what has just happened, I’d make it a condition of remaining with the agency and imagine they’d oblige rather than get bad press.

MrsStrowman · 17/09/2018 21:25

Get your door fixed? You've said yourself she hasn't done this deliberately but it has 'a knack' and of not done properly comes open. That's not your cleaner's issue. You should be able to lock a door without a special technique, or if it's that bad and you can't afford to fix it you should've been there to show her as it was her first appointment.

RayRayBidet · 17/09/2018 21:27

You should have shown her how to do it

crispysausagerolls · 17/09/2018 21:36

OP you are not alone - had a similar situation where the cleaner just decided to leave my back door wide open after she left - the garden is quite easily accessible from th street and I thought it was ridiculous. Also through an agency. To be honest I think the agency cleaners just lack a lot of initiative or aren’t allowed to take any because of how the system works. I would just complain firmly and make sure it doesn’t happen again. Nothing else you can do really.

Delatron · 17/09/2018 21:38

I would change agencies. I use an agency but communicate with my cleaner! Sometimes written instructions aren’t enough and you need a walk through.

IfIWasABirdIdFlyIn2ACeilingFan · 17/09/2018 21:41

Tbh with a tricky door and key safe system, disabled cats etc I think you should meet each new cleaner the first time and go through it with them in person to make sure they know how to do it.

thejoysofboys · 17/09/2018 21:43

crispysausagerolls are you me? My cleaner did the same thing a couple of weeks ago, with the key still in the lock.
Frustrating as they were a good cleaner but they had to go after that.
OP - fix your front door and get a new cleaner!

Twotailed · 17/09/2018 21:45

I had a cleaner who left the door open, I immediately found someone new. It was too big a breach of trust. I agree with PPs saying hire someone independently who you can have a relationship with.

lily1110 · 17/09/2018 21:48

Is English her first language? If not is there a possibility that she couldn’t read the instructions properly rather than not bothering? I’ve always been in for cleaners first visit to show them alarm / products etc. If she did a good job I would look to keep her on if possible.

crispysausagerolls · 17/09/2018 21:48

thejoysofboys

My key was also in the lock! I wonder if we share a cleaner 😂🙈

It’s not that easy to just find an independent cleaner I think

Haireverywhere · 17/09/2018 21:51

If this door is fiddly is it going to be a problem every time? If so I'd swap to an independent cleaner you can trust and teach to do what you like. You'll be stuck in an agency cycle otherwise.

Original poster
Fibbertigibbet · 17/09/2018 21:51

Does anyone have any tips on finding a new independent cleaner? I've checked Gumtree but there seems very little there, and those who are there are not insured.

I take the point that I should have walked her through it perhaps. I will certainly be doing this with all new cleaners as this has now shown itself to be an issue.

As for fixing the door, I've raised it with my landlord, but he says it is functional and therefore will not replace (door cannot be fixed to solve the issue which is a warped frame).

OP posts:
IfIWasABirdIdFlyIn2ACeilingFan · 17/09/2018 22:01

All my work comes through word of mouth OP. I would speak to friends, family, colleagues and ask if they know of any good cleaners. At least then you’re getting some references/reviews.

melj1213 · 17/09/2018 22:02

Tbh I think YABabitU

You have a complicated set up - a key safe that isn't easily found or opened even with instructions (which is a bonus for its security but doesn't help someone who isn't familiar with your house); a front door you admit has a "knack" to locking it properly; cats that cannot be let outside and no way to directly contact the cleaner. Sometimes it doesn't matter how detailed your written instructions are, they just don't work or the reader just can't get them to work.

Not only that but the cleaner isn't supposed to contact you directly, they are supposed to go through the office and they may have worried that if they called again then they'd get in trouble - as you had said you wouldn't be available and should text - but if they text you directly then they may have got in trouble for not going through the office (and that's if she actually had your number - you read it out to her but she may have written it down wrong or transposed some numbers so she may have text to say she had an issue with the door but you never received it bc it was the wrong number etc)

In your scenario I would insist on being at home when a cleaner arrives for their first visit - even just for 5 minutes - so that I could walk them through how to use the key safe and the door.

Clare45BST · 17/09/2018 22:15

This reply has been deleted

Message withdrawn at poster's request.

winobaglady · 17/09/2018 22:18

Strangely, I found my cleaner through an ad on FaceBook.
Found a local wanted group and posted up my want. Made the post very clear in what I wanted, asked prospective people to me (ignored those that didn't) and spend the first few visits at home with her.
She's fab, I hope I don't lose her!

Littlebluebird123 · 17/09/2018 22:31

I think that you might be being a little unfair.
You said yourself that if not locked properly then the door can pop open. But if she shut and locked the door and it seemed fine then she left thinking all was good. She may not have felt the need to contact you about it.
She's done a good job cleaning so I would show her how to do the door. And only leave the agency if something else happens.

Tomatoesrock · 17/09/2018 23:15

Did you say why you needed a call asap on your email. If it is possible the door popped open, I would not tell the agency.

She could get fired, instead as she done a good job, can you request the same girl to call when you are at home to show her how the door works, Possibly arrange direct employment too. I bet the agency pays lots less.

cannotmakemymindup · 17/09/2018 23:26

I am a cleaner, independent, and doors are the bane of my life. 😉 I have had people show me/tell me don't worry it's not difficult or forget (the door doesn't double lock when it's a hot day) however the first few times it's always tricky/impossible as it takes practice (which you've usually got years of) to understand the exact amount of force/pulling/pushing a door takes to lock properly. All I want to do is be able to get in/out minimal time, secure a property, otherwise I'm standing, worrying and loosing time to get to the next job.