Is this standard practice having a cleaner?

[lightcurtains]

I posted last year about DW wanting a cleaner and I didn't.

Well today was the first day of us having a cleaner. We tidied the house beforehand. It wasn't dirty as we cleaned it last week but obviously I know cleaners will do a more thorough job, and a deeper clean.

We booked a cleaner.
It is 2 cleaners who come for 1 hour.
The fee is £30 for the 1 hour.

The cleaners have now messaged to say that they were here for 2.5 hours so the fee is £75.

Is that usual practice?

They have messaged saying they are willing to reduce the fee by £20 because they broke something while they were here.
We have told them they don't need to do that and we will pay the full amount. But maybe going forward it does need to be assessed in terms of timeframe and what jobs to do etc.

I think if you are happy with their cleaning, you need to make it clear that you can only pay for one hour (as in two hours cleaning with two of them). Tell them what you want done in that hour.

We have a three bed house, and our two cleaners change one bed, clean bathroom, vacuum and mop everywhere and then some dusting etc. This is once a week. Not everything gets dusted everywebek, but the bathroom, vacuuming and mopping get done every week.

Ours also cost the same, £15 per hour per cleaner is fairly standard for where I am (East Midlands), your area is clearly similar.

I've just started having a cleaner and their practice was that they reckon I'll need two hours a fortnight, but the initial clean was 3 hours to have a briefing / get on top of things. They sent 3 cleaners and stayed very slightly over 1 hour but I was charged for the three hours cleaning (wasn't going to quibble if I'd been charged for 3.25 hours though)

It is and it isn’t.

if they sent list of jobs and you said great. That’s a deal.

we have two hour clean but also agreed list.

bathroom. Kitchen. Hoover and mop everywhere.

a 3 bed house isn’t being done in 2 hours.

First cleans always take longer as you get to know where the plugs are etc and the order in which to do things and do forgotten areas and get them up to scratch. I would never do a first clean for less that £100.

It’s common for cleaners to do a longer clean at the start but this has always been discussed up front and agreed. Asking for additional money after the fact (unless you’ve misunderstood) is not normal.

That's not the point. An amount of time and price had been agreed, If they felt it needed longer then they should have communicated that and got OP's agreement before increasing the bill by 150%

It should be about £15 an hour per cleaner. That’s rate around here in the SE. Did you agree a task that needed to be done, or the total time cost?

I only pay for two hours cleaning once a fortnight so it’s my problem if they can’t get it all done in that time. I wouldn’t expect them to do any more time without my approval in advance. I know it won’t be a perfect job in that time (3 bed semi) but it’s a compromise as it’s what I can afford.

Also, can I ask OP, was your house immaculate after five hours of cleaning? I always wonder what it would take. If I do give hours myself it’s certainly not!

I would look for someone else. In 2.5 h they’ve communicated poorly, overcharged you, broken something and folded your toilet paper into a point.
(Only half kidding about the toilet paper — I don’t think it’s a great sign because I’d be looking for someone who cleans like a normal person cleans their home, not the superficial showy job a hotel cleaner does.)

@Eixample
It wasn't even folded into a point! It was made into a flowery display!!!

I would agree with all of this. I wouldn’t pay someone to fold things nicely unless I had loads of money!

What did they break? They should definitely pay for that.

@Leftbutcameback
It wasn't totally immaculate but it was really clean and they did a good job. Better than I would!

Unsure where you’re based but that isn’t usual no. We pay our cleaner £45 which is for two cleaners for 1.5 hours. In theory it’s a 3 hour clean but they do it in half the time as there’s two of them. £75 is very expensive!

No this isn’t standard. They’re taking the piss OP. You booked them for an hour, they should do an hour. They said they might go 30 minutes over - did you agree to that? If so I would pay them £45 and no more. And then I would bin them off - they’ve charged you for something you didn’t want, they’re farting around doing unnecessary stuff, and they broke something. Find someone else.

No way. I would t pay it. I’d say but you didn’t agree to it. I’m almost certain that’s illegal

theres a verbal contract. Tell them to take you to court. No way would a judge go oh yeah that’s fine

Otherwise you’d be able to walk into a shop. Buy the goods and the shop then change the policy!!!

FWIW I prefer one cleaner at a time. I have not had good experiences with 2 at a time cleaners - it doesn’t seem as efficient. They both need 5 min to start work, and if they need to leave early that’s double the time lost. They might chat, and if there’s an issue between you, you are a bit outnumbered! I think you know where you are more with one person. on their own (Who doesn’t indulge in toilet paper origami!)

As long as you are happy with the work undertaken, I would suck it up on this occasion with the firm agreement that in future, it is for the set time only, and any extra can wait for a “spring clean” extra or the like.

I have a lady who comes in for 2 hours, and it can vary what she does if she has spare time or not, but for our 3 bed 2 toilet home, she vacuums, mops all timber and tiled floors, polishes/sprays all woodwork table surfaces, cleans the bathroom vanity and laundry, cleans a couple of windows and sills, and sometimes will wash down a wall surface.

in between I make her a coffee and will have a quick chat if she pops outside for a suck on the vape.

I’d make sure they understand if they anticipate going over the hour in future you are to agree it at the time and that you won’t be paying ‘overtime’ in future unless it’s needed.

When we had our loft conversion done I just prioritized the jobs for the cleaner and still cut her off at 3 hours. Anything she didn’t do I finished but she started with the big jobs I.e bathrooms and kitchen as I wanted to keep within budget.

Ive never had a cleaner work longer unless it was agreed in advance.

Nope not standard.

I had a cleaner stay later (like 30 mins) because she wanted to finish something. She didn't ask for extra payment, of course I did pay her.

I've had a cleaner say - I've noticed your glass work - inside windows, doors that have glass in them etc could do with a polish. I could stay an extra 30 mins to do that one week if you'd like - we did and we paid the extra.

Never had a cleaner more than double the time agreed and then expect payment.

Having a cleaner is brilliant but it can take time to find the right sort of person. Trust and good communication is key. I wouldn't continue with this arrangement.

I'd say - thank you so much for the work you did today. You did a great job. However, we agreed an hour and 2.5hrs is beyond our budget. I will honor the payment but we won't be continuing with your service as I cannot risk unexpected costs and bills at this current time.

Not normal at all AND they broke something! I'd not be having them back.

No, I wouldn’t say so. They should ask whether you want them to keep going if they need a bit of extra time or not before they start, or just leave it at the time agreed. Or ask you went they get to that point if you’re around.

Any professional cleaner would do a walk round with you so that you can go over the list of jobs or rooms to be done.