Housekeep Reviews Summary

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Cleaning Services | London

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105 Farringdon Rd, London EC1R 3BU

Trustguide Rating

TrustScore®
A+
A
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C
D
F
Graded by
Trustguide®

This rating reflects Trustguide's opinion about the organization's customer feedback published on review platforms.

What do customers say about Housekeep?

As of Mar 13, 2024, 3408 customers have reviewed this business and rated it 4 Star out of 5. Trustguide conducted an in-depth analysis of Housekeep's publicly available reviews, carefully extracting sentiment phrases to help users understand customer experiences.

This report was generated using data from publicly available review platforms. To learn more about verification and authentication of reviews, please visit the respective review platform. View source

Created by
Trustguide
Published on
January 17, 2024
Last updated
March 13, 2024

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Housekeep's customer reviews analysis

Analysis of the latest Housekeep reviews reveals a mixed company reputation, with a range of experiences reported by clients. Positive experiences were marked by cleaners like Velma, Alina, and Joanna receiving high praise for their thoroughness, punctuality, and professionalism. Customers appreciated the efficient cleaning and the personal qualities of the cleaners. However, there are concerning issues that are recurrent themes in multiple complaints. These negative trends include organizational failures, such as cleaners being inconsistently skilled or cleaners not being furnished with appropriate resources, such as the promised cleaning products. There are also logistical problems, like key collection miscommunications, service flexibility, and coverage area restrictions. Customer service response, particularly to disputes over service quality and compensation, seems insufficient and a source of frustration. The contrasting reports between exemplary individual performance and systemic service failures suggest a variability in Housekeep's operational effectiveness that significantly impacts the overall customer experience.

Positive Feedback

Several customers have had notably positive experiences with Housekeep, particularly due to the individual cleaners who serviced their homes. Praise for Housekeep often centers on cleaners who demonstrate efficiency, attention to detail, and a personal commitment to provide high-quality service. Comments highlight cleaners who arrived on time, exceeded expectations by paying close attention to specific cleaning areas, and displayed a courteous and friendly demeanor. Additionally, features like the user-friendly app, ease of booking cleaners, and straightforward communication were seen as benefits. Furthermore, cleaners like Velma, Alina, and Joanna have been specifically lauded for their exceptional work and professionalism, which suggests that Housekeep has the potential to provide excellent service when matched with the right personnel.

Concerns and Threads

The negative feedback for Housekeep underscores several systemic issues within the company. Firstly, customers express dissatisfaction with organizational problems such as inconsistent quality of cleaners, with some categorized as the 'worst' the clients have encountered. Moreover, logistical missteps are frequent, with examples of cleaners turning up late, not having necessary keys, and not being aware of property-specific instructions even with the supposed aid of an app. Notably, customers report unprofessional and unsatisfactory outcomes, including property damage and inappropriate use of cleaning products. Lastly, the customer service is characterized as unhelpful, with reports of ignored requests, ineffective resolutions to complaints, refusal to issue refunds, and inadequate compensatory gestures for subpar service. These concerns form a pattern indicating a failure of Housekeep to consistently deliver the high-quality service it promises, hurting its reputation and leading to customer advisories to avoid the company.

Frequently asked questions about Housekeep

Can you guarantee the consistency and quality of your regular cleaners?

Our goal is always to provide consistent, high-quality service. However, customer feedback shows that experiences can vary. To improve consistency, we have rigorous screening processes for our cleaners, and we encourage customers to report any service issues immediately through our customer service channels.

Do Housekeep cleaners bring their own cleaning products?

While our cleaners can bring their own cleaning products, there have been instances reported where the cleaners failed to bring the necessary products. We advise confirming with cleaners prior to the appointment to ensure they bring the required supplies, or alternatively, customers may provide their own products to ensure availability.

What should I do if I'm unhappy with a cleaning service?

If you're unsatisfied with a cleaning service, we recommend contacting our customer service team immediately. We take all feedback seriously and strive to offer resolutions, such as re-cleaning, credits, or refunds where applicable. However, please note that customer experiences with our service recovery efforts have been mixed, and we continue to work on improving our responses to customer concerns.

Recent customer reviews and testimonials for Housekeep

Housekeep
russell steere-jones
1-Star
2 months ago
Staggeringly poor organisation. Initially booked as there was a special offer and the first person to visit us was by far the best cleaner we’ve had in over 25 years. Sadly they were unable to do regular cleans. Then we were given another cleaner. This person is probably one of the worst we’ve had in 25 years, very disappointing and inconsistent levels of service. Third cleaner, not bad at all, so decided to carry on on a regular basis. Was meant to collect keys ahead of second visit to allow them entry to find them calling me early in the morning to get into the property as they didn’t have the keys from their office… Lengthy conversation with a customer service department, who offered me a one hour credit (pathetic given the level of service received so far in my opinion) and then booked me a one off clean with one of the “best cleaners in our area” today, to then receive a message from her, saying she wouldn’t go into a flat with our dogs… Again, why wasn’t this communicated. Apparently they are unable to refund me which again I think is disgusting given how poor their services have been! £18 an hour was more than what we’ve ever paid for a cleaning company. After the incredible first impression we thought okay, it’s worth it but my goodness ever since it has been anything but. AVOID!!! Picture attached of how we found our apartment after the second visit. Service: Standard cleaning
Housekeep
Kweks
1-Star
a month ago
Do not use this company at any cost, if you choose to do so, you will have huge regrets. Firstly the cleaning service provided was staggeringly poor. I paid for the option in which the cleaner should bring cleaning products. The cleaner failed to bring these products, with no prior warning. As a result this meant scrambling around to use products within the house that were not adequate for all areas of the house. To my dismay I noticed that exfoliating gloves within the shower were covered in pine toilet duck product. The cleaner had used toilet cleaner and the gloves to clean the shower and it’s respective shower tray. An unacceptable, despicable lack of hygiene and respect. Upon further inspection I noticed that the cleaner had also dislodged the shower as a result of their cleaning. In cleaning the toilet, yet another issue was identified! She had broken the buffer on the toilet. Not only was the service provided horrendous, but the customer service was equally bad. The company refuse to even spare a few pounds to replace the damage caused by them. My request to close my account has even been ignored. Heed the warnings provided by myself and others. Avoid this company.
Housekeep
Sophie Vallis
1-Star
2 months ago
Would not use again. Cleaner was over an hour late, didn’t read any of the instructions I left on the app about how to enter the property. The quality of cleaning was not good enough, the bathroom looked like it hadn’t been touched, likely because my partner saw her walk out of the bathroom with tomato feed, so she was using this to clean the bathroom! I requested a full refund which I didn’t get, but was offered 1 hour credit, however I have since moved from the property so this didn’t help at all. My new property was in an area that they didn’t service, so they stopped responding. After a few more emails and me offering a suggestion of the 1 hour credit as a refund back on my card, I finally received a response confirming this refund. I will not be using this company again to book a cleaner.
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Satisfaction Score

Based on the set of reviews used to generate this report, it appears that of Housekeep's customers had a positive experience.

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Housekeep

Overall Rating

TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
4
/5
3408
reviews
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Average
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About Housekeep

Cleaning Services

Brillant local cleaners and tradespeople. Vetted and background checked. 5* service. Managed in-app or online. This is Housework that works.How does Housekeep work?1. Match: Just enter your postcode. We’ll pair you with the best local professional and give you a price.2. Manage: Customise, schedule and confirm your booking - for whenever suits you. You’re in full control.3. Marvel... at a job well done & your lack of stress. Plus there’s no hassle with cash - we’ll bill your card.

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