Cleaners not carrying out requested tasks - how to manage

[Needathickskin]

Appreciate some guidance on how to manage new cleaners. We pay an agency a fee per month and the cleaners come through them, but we pay the cleaners directly. 6 hrs total per week (team of 2 doing 3 hrs each). We pay £114 per session (inc agency fee; ie £19ph).

They have been twice now and I’m not sure.

Weve been clear in saying that we’d like our cleaning materials to be used. Also, that used cleaning cloths are to be left by the washing machine so that I can put on a super hot hygiene wash post clean.

This was explained to the agency when they visited prior to us starting work. They saw the cleaning materials and judged them to be sufficient.
We also provided a word doc with a breakdown of activity needed per room so as to be absolutely clear on expectations. I do all our laundry and ironing and the kiddie clutter is cleared before they arrive.

After the first week, I contacted the agency to ask why there were no used cloths by the washing machine. The house didn’t smell of cleaning fluid.
I was told very clearly that this was only week 1. However, post week 2, still no used cleaning cloths and a different bleach (not bought by us) in loos. I’ve emailed the agency again asking why no used cloths.

I am not sure what to think. I’ve tried to be as clear and straightforward as possible.
The agency has come well recommended, and we are desperate for a reliable and consistent service.
I work FT and just don’t want to spend my time cleaning (I’m already doing laundry and ironing).

The lack of consistency is really confusing and frustrating.

would appreciate any guidance from professional cleaners as to how to go from here. Thank you

You don't.

You go with someone else.

Go elsewhere. They've had plenty of time to get it right

Don't use them again.

Part of me thinks you are really intense with a spreadsheet etc but the other part of me understands that you are paying them to do a job so they need to know exactly what is expected.

The end result is they have ignored the job description twice, I wouldn't give them another chance.

Is the house clean? I never micromanage my cleaner - she just gets on with it and asks if she needs anything.

If you have only told the agency and not the cleaners directly, might there be a lack of communication?

Lol a spreadsheet? Is the house clean? If so - you need to unclench. Who cares what cloths they use? I understand about wanting them to use your products (are they eco products or something specific?) but using different cloths really surely doesn't matter. You're creating an issue where there doesn't need to be one

Speak to the cleaners directly.

I used an agency and they just take the money. Bloody useless although the cleaners were fab.

I think you have done the right thing using an agency. Easier to get rid of you aren't satisfied.

No - it’s not a spreadsheet, but a list of items to do per room so there is no lack of clarity.
eg

• hoover room, including under sofa
• dust windowsill and skirting boards

I would also not expect same cloths used for bathroom to be used for eg kitchen.

6hrs per week - your house must be massive.
Are you at home to be able to raise it directly with the cleaners at all?

Yes - it is a big house and these are the hours set by the agency. Our previous cleaner worked 5 hrs per wk. Now we have a team of two, each doing 3 hrs each.

I’ve raised it with the agency as they sourced the cleaners and are also being paid £130 per month to manage the cleaners Ie in addition to the cleaning fee paid direct to the cleaners.

YANBU. You are paying a fair price for service & they have said they can do it. I used to be a Nanny & Housekeeper, in a big house. I always gave the cleaners specific instructions on what jobs in each room & had list for each room for what was expected & what room on each day. Left cleaning kits in the utility with cloths & cleaning products, that homeowners wished to use, eco friendly, specific scents etc. House was never untidy when they arrived. I will just add I always mucked in & helped, it was a truly huge house. Agree agency is easier, but means you possibly don't get same cleaners every time. I take it you are out at work & cleaners let themselves in. Have you left them a note, advising what needs doing, here are cloths blue for bathrooms, yellow kitchen etc etc & cleaning stuff, please leave cloths by washer, as we don't do disposable. I'd probably give that a go. Another thing, are they actually doing a good job?Have they hoovered under the sofa? Is the house clean when you get in? Sounds terrible but I would, if suspected job been skimped leave a random Lego block under a sofa or a mark on mirror etc. As had one occasion I suspected one cleaner not pulling their weight, could vaguely hear vacuum going at other end of house. Went to check & found cleaner asleep IN the homeowner's bed! If still no joy, find another agency.

You're paying a lot - £19 an hour plus a management fee - and they can't follow basic instructions and/or communicate to their staff.

I wouldn't be managing them, I'd be terminating the contract and looking elsewhere.

The £19 is inclusive of the mgt fee: £15 goes direct to the cleaner

Either way, you're paying and they're not delivering! There will be other cleaners out there who will do a better job.

Do you get the same cleaners each week? In which case, I'd speak to them directly. I don't believe that agencies bother to actually pass the preferences of the client to the cleaners - certainly they never did when I used one.

If that still doesn't solve the problem, then yes, fire them and find a new cleaner.

Yes, same cleaners each week. I have arranged to wfh the is week and will talk directly to the cleaners as some have suggested. Thanks