Flaky cleaners - or AIBU?

[SparkyTheCat]

Is is normal for cleaners (agency) to keep rearranging appointments?

For the last couple of years DH and I have employed this agency for 2hrs a fortnight. They do a good job when they actually turn up, but keep on rearranging the slots, usually at the last minute. Often we have to chase with the office when someone simply doesn't turn up. DH and I understand that cars sometimes break down, kids get ill etc - but lately it's been pretty much every time. We both wfh in jobs where we can't always just move our diaries around last-minute. I've raised it with the agency owner, who seems to think DH and I are BU to expect at least a message when they can't come for whatever reason it is this time - are we?

I've never used a cleaning agency, but I wouldn't be impressed if my cleaner swapped about when she came and didn't tell me if she didn't. Just the same as I don't think she'd be impressed with me if I asked her to come at a different time or on a different day or if I weren't here when she got here.
Same as any appointment, tbh - I expect people to come at the time they have arranged, emergencies excepting.

I don’t use agency cleaners anymore because I find them expensive but when I did they always turned up at the appointed time. If my regular cleaners weren’t available they sent a different team. IMO that’s part of why you pay more for agencies - because they have the back up staff to make them more reliable than an individual.

I’d tell them (very politely ) that you need someone at the appointed time. If that’s something they can’t commit to you will quite understand and look around for another agency.

Many thanks both, that's very helpful and reassuring to know I'm not being unreasonable!