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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Cleaners arriving when they want to, not when agreed

43 replies

Carrotcakefiend · 27/05/2021 12:27

AIBU?

we use a cleaning agency and have cleaners come once a week. Usually the same 2 but not always, so they can't have their own key (agency policy, we have to let them in). Their cleaning is great. But, we are given a time slot by text each week, which the cleaners don't stick to at all. the agency has strict policies on charging for rearranging/cancelling a week, or the cleaner coming and you're not in... So I'm being held hostage at home one day a week by this agency who refuse to stick to a timeslot within 8am and 8pm. Today, they're 5 hours early! It's also annoying as I WFH in training, and sometimes they have no choice but to hoover while I'm talking to clients who have paid. AIBU to be annoyed by this, and by the agency who just shrug their shoulders when I complained??

OP posts:

AbsolutePoppycock · 27/05/2021 13:55

If I asked you the same thing, what would be your reply?
You owe them no loyalty, you pay them to come when it's convenient for you, not visa versa

Zzelda · 27/05/2021 13:59

Why have you stuck with this agency if you (rightly) don't like this way of working?

OldEvilOwl · 27/05/2021 14:21

Get rid and tell them why. 5 hours early is ridiculous

IgglePiggleHater · 27/05/2021 14:21

I think a lot of cleaners were quite flexible with their timings when people weren't wfh as it didn't make any difference. If they're good, I wouldn't get rid of them immediately. What I would do is send the agency an email asking them to stick to their time-slot. Then if they come early, tell them to go away and come back later.

diddl · 27/05/2021 14:27

How are you being held hostage?

If you are there for the timeslot that the agency send you then surely that is OK?

If the cleaners turn up at the wrong time & you are busy/don't let them in-what would happen?

Snoozer11 · 27/05/2021 15:47

I don't know why anyone would put up with this.

I can understand being irritated but not wanting to get rid of them if they were early by a few minutes. But five hours? Why do you have to ask? Tell them to return at the time you agreed to.

I'd be very unhappy if I was paying you to train me and I could hear avoidable distractions in the background.

Confusedandshaken · 27/05/2021 16:13

Tell the agency that if they can't keep to the agreed time slot you will take your business elsewhere.

Starseeking · 27/05/2021 16:53

I had this with the only set of cleaners I've ever employed through an agency so couldn't give a key either.

In the end I had to get rid of them, as it was really disruptive to my day to never know when they would actually turn up.

Original poster

Carrotcakefiend · 27/05/2021 17:01

Hi all,

Thank you, I can see I'm being a push over here. I guess I just think they're good cleaners, and we hired the agency after our previous cleaner made several racist remarks about the post woman. Clearly I'm picking the wrong people!
Time to look elsewhere I think....

Does anyone know if it's ok to ask the cleaner themselves to work independently? I wonder if part of the problem is the agency aren't passing on information to the cleaner?

Re. The hoovering while I'm with clients, I quite agree! I was mortified.

OP posts:

Sometimesfraught82 · 27/05/2021 17:04

Unlikely they will as would be sacked if agency found out

Can you ask friend or neighbour for recommendation

Can’t beat word of mouth when it comes to such a personal service

KarmaNoMore · 27/05/2021 17:07

Change companies. It doesn’t work for you, but tell the company why as they may not even be aware they are not keeping to their times OR they need to reconsider their scheduling to allow the cleaners a more realistic travel time.

Kokosrieksts · 27/05/2021 17:21

Talk to the agency if you feel generous and want to give them a chance. This is not ok, 15-30 minutes would be my tolerance of different time, not more. Cleaner is a service for your convenience and them turning up whenever is simply not right.

HollowTalk · 27/05/2021 17:35

@Carrotcakefiend

Hi all,

Does anyone know if it's ok to ask the cleaner themselves to work independently? I wonder if part of the problem is the agency aren't passing on information to the cleaner?

Re. The hoovering while I'm with clients, I quite agree! I was mortified.

Don't ask the cleaners to work for you independently. That's breaking the contract you have with the agency.

billy1966 · 27/05/2021 17:59

Leave a poor review.
Timekeeping is very basic.

ThinWomansBrain · 27/05/2021 18:07

If you're happy with the service other than the variable arrival time, let the agency know, and that you need people to turn up at the pre-arranged time - it it's a phone call, confirm in writing, and give them a trial period - another two or four weeks to see if they can keep to it.

newnortherner111 · 27/05/2021 18:13

A so-called timeslot is something no-one should ever accept. Indeed if any company calls it an appointment, please challenge their use of the English language, 8am to 8pm is an approximation nothing more.

I'm glad that you are stopping using them.

hazelnutlatte · 27/05/2021 19:45

Do this cleaning agency not clean for a single person who goes out to work? It seems ridiculous that their cleaners can't have keys. Our cleaner has a key, she comes when I'm out at work. I'd hate it if I was at home and she was cleaning round me

schofieldsunderpants · 27/05/2021 19:49

If you've complained and they haven't sorted it out, then I'd find a better company. I wondered if they were taking advantage of you being at home WFH and thought you'd be more flexible than other non WFH customers..?

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