Absolutely fuming! Booked a slot for between 12-1 for 2.5 hours. Cleaner arrived approx 10:30, messaging me asking where I was as she was outside. I explained I was at work. I left and rushed back only to find she was not at my property but somewhere else. She then messaged she couldnt find my property and I had to look for her on my estate. By now Im pretty angry because this is taking me away from work and defeats the purpose of getting a cleaner. She then comes in and says she has to leave early to pick her child up. She is here less than an hour. Asks me how to use the hoover and thats it. Its gets better...... after she leaves, i inspect the property. The bathroom is soaked, my clean, spotless shower door is covered (both sides) in water. The sink and the mirror covered in water. The bin not empty. The hooverig was shocking. No dusting whatsoever, nothing moved on any shelves in the bathroom or any other room. The wardrobe mirrors were not touched. All in all, I have no idea what she did for 50 mins. I am actually going to check my personal belongings because I cannot believe for a moment this person was a cleaner. The bin and toilet brush in the bathroom had not been moved. Crumbs on the kitchen side still there, sink not touched, base of stool not cleaned. So I spent the next couple of hours cleaning my house which was in a worse state then when she arrived. You would think this was bad enough but it gets worse... Housekeep charged me the full 2.5 hours, despite all this and even with the evidence of all the messages and photos as requested provided. I am now chasing for a refund and being ignored so I have to log a dispute with my bank as I have paid for a service which I have not recieved. I do not know how this company is surviving. A two year old could clean better. Also I have no idea how they have gotton the money from my bank because the card that they have said will be charged was cancelled when lost over a month ago. read more

I had two different cleaners. The first one didn't bring cleaning products even if I asked to bring them. The second one leaves sistematically early every time because she say she is done, even if there are so many things left to clean. The cleaning is just average, they do their job but it is far from impressive. The worst thing is that Housekeep make it almost impossible to leave. And you can see that all the negative reviews mention this point. The good reviews they have are fake, because there is no way to leave reviews in their official website, only personal reviews on your cleaner that are not public. read more

Do not use this company ever. I arranged for a cleaner using the app and on the day 2 cleaners arrived I assumed send my Housekeep ( one male one female ). the female cleaner sprayed Viakal on my stainless steel Samsung fridge and took the surface off - leaving the fridge door looking a mess. I was told by the male cleaner that the female cleaner was not even meant to be there and not to report the damage. I reported the damage once I'd spoken to Samsung and found out the repairs would likely be in excess of £700. Housekeep have taken a week to let me know that there's nothing they're prepared to do except give me a £300 credit on my account. I have no intention of ever using them again - I had previously complained about another cleaner but had given them the benefit of the doubt. I now have to go through the stress of contacting a lawyer and making a claim for this ( which I fully intend to do plus all my costs ) Do not use this company - utter con artists employing unreliable untrustworthy and untrained staff. read more

This is the worst cleaning service I have ever used. It is so bad I'm asking my credit card company to organise a refund. I ordered an end-of-tenancy cleaning. They told me they would arrange parking (in central London) and that I didn't need to do that. The cleaners arrived and they had no parking and could not stay to do the job. Talked to their managers, who admitted they had screwed up. They offered to come back the next day - I told them I was leaving the country in the morning and could not be available to let them in or check their work, and so I had to find someone to leave the key with for a named person to pick up. The service then emails a couple hours later looking to change the named person which I told them wasn't possible, they would have to have the new person used the named person's name. I was very clear that anything left needed to be removed. Despite this they left food in the fridge to rot when they defrosted it, requiring me to get my landlords to send someone to deal with it (which cost me). When I complained they hid behind the small print on their website and suggested leaving the food even in the situation was a reasonable thing to do. read more

cleaner turned up nearly an hour late and basically did no cleaning. awful customer service and make you wait on hold for an inordinate amount of time if you want to cancel your subscription read more

this is the worst. i have paid a fortune for this service and no-one has turned up and it's impossible to contact Housekeep other than send messages through the website and there is no response despite the promise there will be a response within 15 minutes. read more

Housekeep has a terrible way of handling a cleaner's lateness. When I, as the customer, is late or miss a clean, I'm charged the late cancellation fee. However, when the cleaner is late or unavailable (so not my fault), I (as the customer) am also the one who is penalised by having to rearrange my life again to find another time for a reschedule. Further, your normal cleaner is often unavailable the day of / the day after, resulting in us having to deal with another new cleaner and going over the same cleaning preferences for our home. And Housekeep does not allow you to book same-day clean so by default, you have to wait at least another day for a clean. I get that if I miss a clean, I pay the late cancel fee because yes, I've wasted someone's time. But when the cleaner is late / doesn't come, it's only fair that the customer be compensated in some form, in a similar manner that the customer is penalised for missing a clean. Don't just assume that your customers has nothing to do and sit around all day waiting for your cleaners to come. I've said this same feedback to Housekeep as well - of course, no response. Anyways, I have had some decent cleaners from Housekeep but have also had very mediocre ones. The customer service though is just plain poor. read more

I never write reviews but cancelling a cleaning within less than 24 hours over the holidays has left me in a terrible bind. What crap customer service. Won't use again as no guarantee cleaner will turn up. read more

Signing up is great nice and easy. Had a couple of issues on the first clean (The cleaner overslept) But Sandra was excellent She cleaned the house efficiently and it was wonderful. Sadly I quickly realised that we really didn't need a cleaner fortnightly, or probably even monthly. I went to cancel the ongoing visits after the 2nd visit. Expecting to book one-off services in the future every month/6weeks/as needed. At which point I became aware of the ridiculous hoops they want you to jump through in order to cancel. It's 2017, if I can sign up online I should be able to cancel the same way! Instead: You go you your account and click on the "cancel" button. Which redirects you to the Support form. Which doesn't have an option for "cancel". And that they _might_ respond to in the next 48 hours... Utter idiocy. So once I have finally managed to cancel the fortnightly service I will be going elsewhere for my ongoing cleaning needs. read more

After using them for a few months, the service is now really good and reliable. I have an amazing housekeeper (Adina), and the pricing is competitive. I did have teething issues at the beginning. The first housekeeper was not very good. I then asked to change, and customer service took a long time to find find someone suitable and for the right day of the week. Then there were one or two last minute cancellations of housekeeping visits. But over the last few months, everything has been going smoothly. So maybe I was unlucky initially! read more

Horrendous service. Twice the housekeepers have failed to show up and there has been zero support from Housekeep. This last Tuesday the housekeeper scheduled by Housekeep failed to show after calling and lying that she was 5 minutes away!!! The admins at Housekeep do not reply in a timely manner and then finally replied and promised that they would have someone reliable who wouldn't cancel show up on Friday. On Thursday night they canceled on me!!!! I have guests coming on Sunday and now can't get anyone to come in before they arrive. Horrible unreliable service and people. Do NOT use them. read more

I would give them zero stars if possible. I paid extra to get my oven cleaned, and shame that I cannot attach a picture to prove evidence of the absolute incompetency, the oven was not an inch cleaner. I also requested for a carpet cleaner to be shaken on top of my carpet, brushed into it, and then vacuumed. I came home after traveling for work at night to discover she had done the worst job at vacuuming, so had to redo the whole room. Do not bother. read more

Housekeep promised a lot, but my experience with their service didn't meet the marketing hype. They had three attempts to provide me with a great service: 1. The first cleaner didn't turn up, and they didn't realise until I contacted the company; they never actually explained what happened, other than she had 'disappeared'. 2. The second cleaner turned-up on time, but did a very mediocre job - missing many obvious requirements such as cleaning fingerprints off mirrors and glass tables, and left the ceramic floors streaked and unsatisfactory. 3. The third cleaner didn't turn up either, but claimed to have been ringing the doorbell, but didn't tell the company until three hours after the appointment. As such, I cannot recommend this company and advise people to consider alternative options. read more

Housekeep have terrible customer service. No apologies for their mistakes and poor communication. Also read their small print-it is up to you the customer to pay a London Living Wage (by increasing how much they charge you) rather than the onus on them as employers. They charge customers £13.5 per hour yet only pay their cleaners £9. I managed to find a great cleaner through Housekeep but she has left their company. I would strongly advise customers to avoid this exploitative company. read more

Dionne is a very good housekeeper , she is not perfect but gives attention to detail. I did not have to follow her around the house , saying you missed this or that is not clean . her clean was complete. She is very friendly and likes to talk but at the same time works hard.Thank you housekeep for sending such a nice housekeeper. I will without doubt have her too houseclean again. read more

Terrible company, really unprofessional. Quick to charge for every last thing but when they do something wrong...nothing. They have a list of things on their website the cleaners are meant to do, but they don't. Overall the cleaners regularly cancel and have limited flexibility. The company don't care and can never get hold of them. read more

AVOID! AVOID! AVOID! A housekeeper stole my ring, then left the company and country and the company will not reimburse me. Cleaning services that don't insure and bond their staff are probably not screening them as well as they need to. read more

The most unprofessional company I ever had the chance to deal with. Not only do they not show up but they will also steal a late cancellation fee from you. I've waited the entire morning for the cleaner that they were suppose to send and no one ever showed up. I then received a message telling me that the person waited too long in front of the door and ended up leaving which was obviously a lie. The only person that could have been the cleaner was this lady that glanced for 5 seconds at my door before being on her way again. We thought nothing of it as I was doing things outside in front of my front door and no one person was seemingly the cleaner. Do not use this company. I spend another 30 minutes looking through their phone number in order to get in contact with them and even then they were absolutely not helpful only telling me that they were not there and that it's just a case of he said/ she said. This is unacceptable and I wouldn't want this on anyone. Please avoid at all cost. read more

Terrible experience. DO NOT USE. UPDATE (23/10): the customer service team have today flat out refused to compensate for the damage caused by their cleaner and have shut my account. Incredibly unprofessional and I shall continue to warn others to move their cleaning away from Housekeep. UPDATE (17/10): despite protracted discussions with the customer service team including photographic evidence of damage (no-one else has access to the flat and we were the first people to enter the flat following the clean), Housekeep have refused to accept responsibility and have dropped the matter. Essentially telling me that they do not believe my version of affairs. This is the most unprofessional outcome that I have ever had with a service provider. After the first clean with Housekeep, over £100 of damage was caused in the master bedroom and en-suite. After filing a complaint, I was asked to provide a huge amount of detail (which I was happy to provide), after which I was told that Housekeep outright did not believe me despite photographic proof. They have agreed to refund my cleaning fee but will not refund the total damage because they simply refuse to accept responsibility, despite their terms saying that they will cover £1,000 of damage. The complaint process has been long and arduous and the customer service representative (Jabed) came across as highly skeptical. I cannot emphasize enough that you should not use this unprofessional service. read more

They cancelled on us twice, the cleaner didn't bother to let us know that she will be going to be late, then she cancelled last minute! Customer service is rubbish, they have no solution to problems. Do not waste your time, avoid this service at all cost! read more

Longterm customer who is ditching them - They have cancelled YET another clean less than 12 hours before it was due to begin - I was relying on it I cant fid another cleaner and I will have to do it myself and there is no time now before the property is let The clean was booked two weeks prior - on top of that they clean another property regularly for me -and that keeps getting shifted around too - the cleans arent very good either and there is NO excluse for cancelling at such last minute and not providing a phone number or human being to deal with the issue - instead they operate by AI 'BOT' Which is completely useless read more

Received a call 30 minutes before the scheduled visit. Picked up the phone, could here the background noise and other operators, but mine just hang up. Then I receive an email - cleaner is unwell, reschedule the visit online. That's exactly what I've done - rescheduled for the next day. Next day was even better - I received a call when my cleaner was supposed to be here already. And again - operator just hangs up, not even bothering to speak to me. I called back and guess what? Cleaner can't make it. No alternative cleaner, like it's usually done in other agencies, nothing. Customer service is a nightmare. They call you with no intent to speak - just so that system registers they attempted to contact you and send a generic email with "sorry, deal with it yourself online". read more

I booked with them 3 times so far. First time , the cleaner didn't show up and they didn't bother to let me know-apparently they emailed a wrong address. Second time, the cleaner was running late and they didn't let me know so I had to cancel as I needed to leave the house. Third time, they first move my appointment the day before to accommodate their schedule and then on the day the cleaner arrived 40 mins late. They only notified me last minute by email. Everytime I had to re arrange my diary to reschedule the appointment later in the week. The service is unprofessional and the company does not respect its clients' time. read more

Registered for a quote and booked a clean. However when looking through their faqs saw that although they charge £15 an hour they do not pay London living wage. Looked on Gumtree where they are advertising to recruit cleaners at between £9/10 an hour. In other words at least £5 every hour goes to the organisation. Absolutely appalled and tried to then cancel my account. This appears to be very difficult to do. No response to my email and still waiting for a call back "within 15 minutes" two hours later despite their claims that their customer service is open seven days a week. Someone at this company is making a lot of money on the back of paying cleaners peanuts. Reputable reliable staff can earn more than that. read more

I decided to give them a try as they gave me 2 hours free off my first clean. Sadly the reduced price was all that the whole 2.5 hours was worth. It was a super basic clean, pretty mediocrely done. Nothing to shout about and no detailed bits like a good cleaner would do. Highly overpriced if i were to pay the full price. Definitely recommend another company or going private and finding that special cleaner to use independently. Don't waste your time and money paying full price with these guys. read more

** Abused my wife and 4-month-old baby + perpetual flakes** This company is terrible. We've now gone through our fifth cleaner. The first two tried to "poach" us away from HouseKeep.com, by tempting us with reduced prices. One of them always swore and used fowl language around our home. Neither of them cleaned properly. The third cleaner took too long cleaning, and then left without telling us that she was unable to finish or providing any warning or explanation. When she came over the next time and my wife questioned her about this, she proceeded to shout at my wife -- even while my wife was holding our 4-month-old baby. My wife had to eject her from our home. The fourth and fifth cleaners flaked on us -- literally -- one hour before they were due to arrive, which meant we had zero notice to find a cleaner on time. This happened on a weekend when we canceled plans in order to stay at home and supervise them. One each of these occasions, my wife has sought to communicate with this company and find a way to make our relationship with them work. Each time we complain, we receive some cookie-cutter response via their help desk. There doesn't seem to be a real human with which we can engage with. Terrible company. We will not be doing business with them again. read more

The only time i tried booking them, the cleaning was cancelled and I didn't even receive an email to let me know!

I had such an dreadful experience with Housekeep. I have been customer for long. I used to have initially good cleaners so I was happy with them. But the more I went regular with them, their service and cleaners both got bad to worse. If you get a good cleaner by fluke, you are lucky. But I had quite a few bad incidences. First one was when cleaner did not show up; Housekeep failed to call me to inform only for me to wait for an hour (as they have an hour wait period for cleaner), to find out the cleaner did not show up and housekeep gave negligible compensation for such a waste of my time, energy and money. Second time cleaner came more than half an hour late, I had to wait 1.5 hours according to their hourly waiting time Third time cleaner did not complete the job. Left house in a not very clean state This kept building up my dissatisfaction with the company. They never compensate fairly for any time waiting and wasted and stress caused. They treated my complaints and me like so inconsiderably. They have most pathetic customer service. Fourth time was the most horrendous one. The cleaner came to do 3 hour cleaning. Whilst I was showing what needs to get done, she would make faces of disapproval and throw attitude for me to show her what needs to get done. When she started cleaning, I was supposed to give cleaning products. I offered her everything including gloves which she declined. She did terrible cleaning for 30 mins and I had to show her how to clean mirrors, surfaces and had to do it after her. She got angry about me telling her that she had not cleaned properly. She left saying she can't be bothered as she didn't wanted to clean my house anymore. The cleaning was hardly done and the mess that was left behind took me hours to clean out myself and organise. It was such a waste of my money and time and caused me too much stress. After this stressful experience, customer service for housekeep was even worse. They constantly talked over me. They wasted my time for 2 hours + 1 hour waiting time for cleaner. I asked them for a fair compensation which they decline to give causing me even more stress. They started psychologically abusing me by blaming me on how it was my fault that the cleaner left. Their such abuse and covetous service was so unacceptable. I contacted their CEO Avin Rabheru came across even more ruthless and insulting. They did not offer me any compensation and they accounted 1.5 hours of cleaning at my place when the cleaner was just there hardly for 30 mins. Henry the psychologically abusive manager apologised but that did not stop him insulting and blaming me and did not take full responsibility of their bad service, stress caused and the blame game he played. They have also kept my Personal identification and card information despite me emailing both Avin and company to take my details off their account. Keeping my personal details without my consent is against compliance. It was vile. Avin's and his company Housekeep's is motivated by avarice, worst customer services, many bad cleaners and machiavellian tactics. It is unacceptable and untolerable. I will do everything in my power to ensure they take my details off their system and would block them out completely. It was very stressful and abusive experience. I wish that upon no one. Stay away from them. read more

I wasn't in when the cleaner came but she did a good job and being able to order something like this online it's just so convenient! The prices are not cheap but I imagine there's loads of commissions and costs other than paying the cleaner herself so overall a good reliable and solid service!! Will probably use it again! read more

I am a busy, working parent who really needs some help around the house. Over the past year, I have given Housekeep many chances but have given up in the end, based on pure frustration and disappointment. Recently, the turnover of cleaners was nearly monthly, which as a customer has been very frustrating. It's difficult to let new people into your home, and to have to constantly be there to explain everything over again Moreover, the quality of the cleaning has been quite variable, due to so many different people coming in Over the summer holidays I was told yet again I would have another cleaner, and then the new person didn't show up after I waited an hour an half for her. That was really it for me. Given how much I am paying as a client, which frankly is not a lot for London, I suspect Housekeep is not paying their staff adequately. In addition, the women and men probably have to pay for very expensive transport in order to work at different homes. I think this is really wrong, as it means the staff is probably making less than minimum wage at the end of the day. Another example of a 'platform' company who reaps the profit, while only providing low wages to their staff who do all the work. As a client, I would prefer to pay more, to ensure staff have a proper salary so they stay with the company and to ensure clients have a better and reliable service. read more

I've been using housekeep for a few months and at first they started out great, replying to my emails and questions promptly. I had a couple of last minute cancellations by my housekeeper and was not compensated in any way by the company. I understand sometimes people call in sick but the company should offer some form of compensation. I.e. £5 off your next clean for last minute cancellations. Now I face a problem where my old cleaner quit and was replaced with a new one- she's great however her schedule clashes with the time I arranged for her to come. This confusion with the rota is the companies fault and the only reason I am coming to yelp to review them is because they haven't responded to any of my emails about this. I also tried calling them several times this week and no one picked up. If this carries on I will probably just withdraw from the service which is a real shame. read more

Our housekeeper came once, did quite a good job. Then for the next two fortnightly visits she cancelled the day before, we thought we would give it one more try, but after supposed to be in our property at 9am I get an email at 10.30am saying unfortunately she hasn't arrived. I officially give up now. Terrible communication, you can never get through on the phone lines and unreliable. read more

Unreliable...Never use this company! We booked a cleaner for the second time and for a second time they have not come. The first time we booked, the cleaner sent a phone message an hour before she was supposed to arrive saying she had a family emergency and could not attend. This was very short notice, however we decided to give the company the benefit of a second chance. Today (Saturday 1 October 2016) the cleaner did not even have the decency to say he/she would not come. I tried calling the office to find it is not open on the weekend so there is no way to find out what is happening. read more

The worst bunch of amateurs I've seen in my life! I had no show, cleaners are constantly late. I had last minute cancellations. Housekeep charges £12.50 per hour, but only pays £8.50 to their cleaners. No wonder why they are unreliable! AVOID AVOID AVOID!!!! read more

They cancelled on me half an hour before the appointment. Happened both the times I scheduled a clean. Not using this service again.

Cleaner breaks the mirror and the bathroom sink - no compensation The first thing the cleaner did was to break the bathroom mirror that falls on the sink and breaks it too. she didn't speak at all English, she left 5 minutes after that happened. The company doesn't want to compensate explaining this is the cleaner's liability then I have to claim it back from the cleaner herself. The cleaner's position: this is my mirror fault! and she doesn't have money anyway. That cost me over £500!!!! read more

Disappointing all round. The housekeeper provided substandard & incomplete service, left early, broke something in the house, and Housekeep have not responded in a satisfactory manner - what use is credit when I no longer have any trust in this service? I'm left with a substandard clean & out of pocket due to replacing the broken object. Will not be recommending. read more

We did have a great cleaner thru Housekeep, but then she left the company (I'm beginning to see why). Trying to find her replacement has been one awful cleaner after another. So bad, it makes me question the vetting system Housekeep has. The last cleaner was the final straw... she somehow destroyed our lockbox, our toilet seat, our clothes (she threw them in a super hot wash and dry - something we didn't ask her to do - and mixed the whites with darks), and the one specific thing we did ask her to do, an hour worth of ironing, she didn't touch one shirt. We asked Housekeep for support, they did the exact opposite. None of my damaged items were compensated for because I wasn't able to get all necessary replacements, receipt, etc on 72 hours and when I asked that at the very least can they please reimburse me for the 1hr ironing since that wasn't touch (I had photos to prove this), they said that they can give me in house credit of £12.50 as an "act of goodwill". I was speechless. Couldn't believe that response. I said I'm never using your company again so I don't want credit for my next cleaning... I want my money back. They refused. An "acted of goodwill"... what a joke. There no goodwill here. I wasn't provided a service, so I would expect not to pay. Obviously. Stay clear of this company. I don't have enough room here to bore you all with more details - just stay away if you value your home, your belongings and you time. read more

The quality of Housekeep services is somewhat hit and miss. Some cleaners are not very good and there is always some issue coming up, rescheduling etc. More importantly, however, there is a piece of information, which I think all customers should be aware of (and I do not think we are): Housekeep does not accept any liability for the damage caused by the cleaner in your apartment. So if the cleaner accidentally drops your tv on the floor, while wiping it off, or uses the wrong product on your new carpet, ruining it, or causes any other expensive breakage or damage, or something were even to get lost, do not expect Housekeep to own it. To the contrary (quoting from their email after I had contacted them about damage caused in our property): "Our insurance policy is there to cover extreme cases such as fire or serious injury, but does not cover damage or breakage. Your Housekeeper is a self-employed contractor and may have their own insurance to cover such incidents." This means, in effect, that it is you as the customer who carries the risk for the work of the cleaner. Because how can you assume a cleaner to have any resources to cover damage of hundreds/thousands of pounds or to be able to pay liability insurance for herself on a pay of 8 or 9 pounds an hour? If you thought that the higher costs of using Housekeep as a large company were set off by more reliability and security, this is certainly not the case. The minute there will be an issue they will say, we are only an online platform and this is not our problem. read more

I've had two Housekeep cleaners now, both have been very punctual and have carried out great cleans. Not sure how we lived before this service! It's nice to have a fortnightly scheduled clean for the hidden bits we can't do day to day. read more