To ask how you would deal with this situation (weekly cleaner)

[CleanerFail]

Appreciate I am in a privileged position to be able to afford a cleaner, so not trying to offend anyone who is not in a similar position.

Backstory is: DH and I both work long hours in stressful jobs (mine is very pressured) and have 2 primary aged kids. We’ve been employing a local domestic cleaning business to provide a weekly clean for us for around 3 years so far. Up until late Jan this year, it’s been brilliant, the women who runs the company is our cleaner and she’s an excellent cleaner and very thorough. Over time (as I WFH) we have struck up some good chats and get on well (ask about the kids, weekend etc), but we respect each other’s time and let each other get on as both working to tight schedules.

However in late Jan she began having problems with her hips and a torn muscle (she’s 45y if that’s relevant), she needs a procedure due to the pain and needed time off work, which meant she sent other cleaners from her team in her place. All fine, I was very supportive of all her needs and said no problem, please just do what you need to get better etc. I knew the replacement cleaners wouldn’t be as good as her but felt it was worth sucking up for a month or so whilst she gets her treatment and recovers etc.

However, since then it’s been really awful, with one thing after another every week with her texting me with a constant stream of staff issues like: cleaner will be late, can’t make it this week or needs to change the day, dog ate homework etc and she’s also started to leave me lengthy voice messages and send photos of her medication or letters from hospital about her hip which feels a bit pass agg🤪 I’ve only ever continued to be understanding of the obvious stress she’s under and just ask for clear times so we can let cleaner in or provide a safe place for key.

The replacement cleaners are (as expected) not nearly as thorough, not as efficient and usually miss something each week - really basic stuff too, like the coffee table or fireplace and I t’s fast becoming a job in itself to manage the weekly messaging drama around my cleaning slot, whereby I anticipate another cancellation or change or new voice message that needs a response (usually when I’m on school runs and rushing back for work Zooms).

In addition to the above, we were told in Feb that they would be putting their prices up by 20%(!) come April due to inflation / cost of living etc so we’re now paying £18p/h which feels pretty bonkers and have just received an invoice for just over 5 hours cleaning for nye on £100. We are in the south but not London or Surrey etc.

I don’t think IABU to give them notice at this point, but maybe I am?! I don’t know whether to try and wait it out or ask for commitment to a return date for owner (if she can actually even do that).

WWYD?

YANBU to give notice. You've been very understanding but a cleaner is there to make your life less complicated and free up time. This situation could go on for ages!

They are a service that you pay for not your friend. Of course YANBU to give notice. I hope you can find someone more reliable.

Not unreasonable at all.

I would be tempted to explain that until recently you've been very happy with the service, but as she's aware, there have been a lot of issues. That you understand she's going through a difficult time right now, but you need a reliable service so you will be going elsewhere. I (personally) would also ask get to get back in touch when she's fit and well, and that you'll consider your options again at that point.

I personally would tell her that the standards of her cleaners aren't up to scratch and you need high quality, regular cleans as before.

Give her the opportunity to pull her staff into line.

But the first time they mess up I'd find a new company.

Have you found a new cleaner? I think you would be perfectly reasonable to give notice, as long as either have someone lined up to take over or are willing to do it yourself. Round us (also south but not SE) cleaners are like hens teeth. If you’ve had a good cleaner for a while you are in for a shock.
As a first step I would message the owner and say that other than exceptional circumstances and holidays you really need the same person every week. If she can’t provide that then I’d def give notice.

Give notice, get someone more reliable

I said YABU for continuing with this situation. You should have served notice and got a new cleaner.

The messing around she is going to be aware of if it’s her who’s messaging. Maybe she doesn’t know that the replacement cleaner is not performing well though. It might be a kindness to let her know about the issues with the replacement cleaner and maybe she can get someone more reliable before all her clients give notice and her company suffers. If you think she knows replacement cleaner is just not up to the job but doesn’t care I would just give notice now.

Yanbu, you are paying for at least the basics being done. I would wonder what else is just being done on the surface if the standards are low. Start looking for someone else. Be honest with the owner though, she might appreciate the feedback if these are her employees.

YANBU - they simply aren’t doing what you need them to do, which is make your life easier! You’ve been very patient and understanding so far but they run a business and charge you for a service which clearly isn’t up to scratch. No business can except to retain customers indefinitely when they fall short.

You are paying for a service. If the service is not up to standard then you stop and get someone else. No friends in business especially when you are the friend who is paying !

It's a business arrangement. If the arrangement is no longer working than end it.

I had a similar situation with my cleaner, and I let it go on for far too long. You are paying for a service, and if it’s not being provided to your satisfaction then go elsewhere. When I gave my original cleaner notice, I just said it was due to a chance in circumstances - that’s the easiest way to deal with it if you don’t want a drawn out conversation about why you’re not happy. If you have the time to get into detail with her than you could be honest, but remember you have no obligation to give a reason for why you are giving notice.

I don't think you are being unreasonable at all to let them go op. I think the owner is coming over as really unprofessional and treating you as a friend not a client. I would just phone or send a message saying due to the increased costs of living you are cutting back and no longer require her services. Then get a new cleaner who does make life easy for you.

Good cleaners are rare around here so I’d lump it until I found a new one.

£18 an hour 😳 if they're not doing a good job , give her notice.

You don't even have to give a reason.

Too expensive and not a good enough service. Get rid.

YANBU. You’re paying for a service they plainly aren’t providing anymore, give notice and find a new cleaner.

@CleanerFail

1. Terminate and get someone else if you think you can get a better service for the price and you are dissatisfied.(I pay 20£ an hour to my cleaner and paid her throughout covid as her mother had cancer )


2. .You and your partner do your own cleaning.

Itis really not unreasonable and your choice entirely, if you live in an area where demand exceeds supply like I do ,you have to make allowances, if not you have more choice.

Thanks all

I feel quite stressed out by the whole situation but the thing which is tipping me over the edge is the lengthy voice messages and photos of hospital letters and medicines etc, it feels quite guilt trippy and very inappropriate. I feel like I’d be willing to suck up the not great cleaning for a while longer if I didn’t have to deal with the messages and had a return date

You are paying for a service to make your domestic life easier, and this is doing the exact opposite. Get rid.

Yeah it's not worth the stress. "Change in circumstances" is what we said when the cleaner's standards dropped and she became less and less professional in a variety of ways!
We bought a roomba hoover & a robot mop and a few other things (a stack of microfibre cloths and wet wipes) and got a water softener, which helps too, and DIY now. But if not I would suck it up and go with an agency, it is less personal so it's less stress to feedback stuff and/or dump them.

Agree with this. As long as you're paid up and give the notice period on the contract then it's no drama.