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Original poster

I'm a cleaner - please help me with this customer

97 replies

jess3817 · 16/07/2020 09:57

So about 3 weeks I got a call from a lady, asking for a spring clean taking however long it takes then having 3 hours a week after that. I uusually pop round before hand to meet them and see the size of the house etc so I can gauge time etc. She wouldn't let me and just asked me to come on a set date and clean. I had one day clear that week ( 2 regulars hadn't come back to me at that point so used their time slot) I explained this to her.
Well. Basically she hordes - not really bad like on the telly but getting that way. I was shocked but didn't want to say no because she has various health issues including ME and she really wants the place cleaned up so I agreed to help. I was there 7 hours and when I went again 5 days later it was completely decimated, she wanted me to move on to something else etc etc. I keep my work phone off after 630pm and when I switch it on in the morning 3 times I've had a series of texts when am I coming etc- when I've written it down for her and emailed it. Also, last week she text and asked me to call pest control as she heard scratching in the night I did this for her. I've been getting really stressed about it as I'm not train do equipped for this type of job - I know it's my fault for not saying no in the first place but..- I gently suggested she get a deep cleaning company to sort it wich will help me help her, because then I can come over and just keep on top of things. SHe said she needs to sort through her papers/ she's not ready/ it's not rubbish it's stuff she wants to keep. We had a conversation where I explained I don't think I can do this for her until it's deep cleaned professionally, she doesn't thing it's needed and she wants me to 'maintain things for her' I agreed to the bathroom stairs and half the kitchen. Then on Monday she mentioned the pest control - asked me have them invoiced me fore it? I said no when would they invoice me- I presume they will her when the job is complete? She said because I called them?! I said yes, I called them butbut at no point did I say they could invoice me. A friend of mine thinks she's pulling a fast one.
I've only had her 3 weeks and I'm really stressed over this - I'm thinking about working for her til the end of the month and calling it a day or would that be a bit heartless. - she cancelled me last Thursday and when I arrived on Monday she said oh you can't come today I have an appointment - she could have texted and told me.

OP posts:
DeeplyMovingExperience · 16/07/2020 10:01

Has she paid you for the work you have done?

I would ask her to settle up for your hours and then leave her the number for a specialist deep-clean company. You can't help people who hoard until they are prepared to help themselves.

NoraEphronsneck · 16/07/2020 10:04

I would stop working for her immediately. Text her to say you won't be going again and then block her.

She sounds like she needs help but it is not your responsibility in any way.

Poppet1974 · 16/07/2020 10:04

She needs help, professional help to sort through her issues..... you need to just remove yourself from the situation, much too stressful.

Botherfreedays · 16/07/2020 10:06

Get what you're owed and then tell her you won't be working g fir her anymore. You really don't need her problems.

RB68 · 16/07/2020 10:08

phone pest control and cancel them, message her that you are not able to work for her with the constraints she is placing around you and her refusal to deal with items that need removal. THen once she has paid block everywhere. I also wouldn't message her until she has paid everything she owes than as soon as she does close everything down - even if you have to excuse yourself for a week on some pretext

DobbyTheHouseElk · 16/07/2020 10:08

She needs a de cluttering service.

Allgirlskidsanddogs · 16/07/2020 10:08

Get paid to date and then decline further work and block her.

Magicra84 · 16/07/2020 10:09

If you've been paid then just walk away with immediate effect. It's not worth the stress. Also regarding calling pest control, you're not her PA. If you haven't been paid, then tell her you want payment asap. Please don't stay when it could mess with your mental health.

pooopypants · 16/07/2020 10:10

It sounds like way too big of a job for you, I mean no disrespect by that. It sounds like she needs professional help and someone to tidy up, as opposed to just cleaning. How are you supposed to clean if you can't get to things to clean them?

Make sure you get paid for any and all work you've done and then cancel.

Original poster
jess3817 · 16/07/2020 10:10

Wow thanks for the quick replies.
She paid me for the first week- she owes me for last Monday and I'm due to go this afternoon - when I was there briefly on Monday this week it seemed worse than last week - there were flies. I know I'm a cleaner and do deal with All sorts of things but I'm one person and not a deep clean professional

OP posts:
SRK16 · 16/07/2020 10:10

I think you just need to tell her you’re sorry but not able to work for her as the job is too big for you. If she doesn’t listen then send a follow up text repeating that you can’t work for her and wish her all the best. You could link her to some alternatives? Then block.
If you’re concerned you could try reporting to adult social care if you think she’s a vulnerable adult?

Mintjulia · 16/07/2020 10:11

OP, Your customer sounds like she has fairly severe OCD of some kind.

She won't allow a deep clean company in because they will set the terms of the clearance and she won't cope with the lack of control. Her requests and texts show how much she needs to feel in control. You, being a one person company, are easier for her to cope with.

You could do one of two things. Agree to clean kitchen, bathroom and stairs once a week to maintain basic safe hygiene, and stick to that.

Or say that your regular customers have returned after lockdown and you no longer have the time available.

Piffle11 · 16/07/2020 10:11

No matter what her mental state or health problems, she is taking advantage of you. You are a cleaner, not her personal assistant! I wouldn’t be doing any more work for her at all. Have you been paid for the time you have done? I have always presumed that the thing about a job like cleaning, is that at the end of the day you can go home and relax - you don’t take your work home with you if you see what I mean. However, this is giving you unnecessary anxiety. It isn’t heartless to stop cleaning for her at any point: She is already messing you around. And she clearly was being a little cunning when she wouldn’t let you come and see the house – she’s probably had other cleaners refuse to do it when they saw the mess. Any other little jobs she asked for you to do, like ringing pest control, refuse. This is not your responsibility. I would stop working for her immediately, and I would block her if she keeps contacting you.

Magicra84 · 16/07/2020 10:12

Can you just ring or text her now and say it isn't working out and you won't be going back so please pay Monday's fee.

SnakesOrLadders · 16/07/2020 10:12

Yes it seems very sad for this lady but if it’s affect your mental well-being is it worth it? You’ve made sensible suggestions about how to move forward and she doesn’t want to try that then I’m not sure what else you could do!

Chicchicchicchiclana · 16/07/2020 10:12

Does she owe you any money?

sunrainwind · 16/07/2020 10:13

I would say you're not able to go today as you haven't been paid for last week. Once/if you're paid I'd then say you can't carry on for her. Sad situation.

Mnhealth202020 · 16/07/2020 10:13

End the arrangement now, you’re entitled to be paid for Monday

Don’t go over today

Original poster
jess3817 · 16/07/2020 10:13

She definitely needs a decluttering service . I started working for myself so I wouldn't be stressed and it's been lovely go the last year until this - it is getting to me so, it's not worth it

OP posts:
OoohTheStatsDontLie · 16/07/2020 10:13

YANBU to drop her as a client. She is not treating you well - refused to let you come round to assess before quoting, cancelling you without any notice and trying to get you to do more than your remit. If she can call you, then she can call past control. She is pushy and not listening to you. You don't need this

TheVamoosh · 16/07/2020 10:14

What a nightmare. It sounds like she will have a never ending stream of needs that she expects you to deal with. I would get out ASAP and not look back.

TheNoodlesIncident · 16/07/2020 10:14

I hope she has paid you to date. I would tell her that the job is too much for you and you can't continue with it. Then block her.

It's not worth the stress and hassle, it really isn't.

Apolloanddaphne · 16/07/2020 10:14

I think you need to tell her that you are not equipped to deal with what she wants you to do and call it a day.

Elouera · 16/07/2020 10:14

This women obviously has mental health issues and needs professional help. Its no good that its stressing you out though- and not your responsibility to fix her.
I'd ensure you get what is paid to you, and leave the numbers for the pest control, deep clean company and social services. Sounds like she is aware there is an issue, but not prepared to clear anything.

HotSauceCommittee · 16/07/2020 10:15

The fact that she let you turn up and then turning you away on the doorstep is not on, I would finish her for this alone, unless she paid you for wasting your time. People treat cleaners like shit.