Brilliant Cleaner (Chelsea)

"I started using this company for domestic cleaning in January 2022, once a week. The cleaners changed quite often initially, but that is sort of expected I guess. Between January and October 2022, I was quite happy with the service and didn't experience any major issues - the team in the office were responsive and pleasant, they would call to update me if there was an unexpected problem, the cleaners have been honest and overall quite good at their job, although obviously it varied with each person and their level of experience. It only happened a couple of times that the cleaners failed to turn up when scheduled, and the office team would always call as soon as possible and apologize profusely or try to reschedule. I started noticing signs that things weren't going well with the internal running of the company at the beginning of August 2022, when the team started to systematically forget to send invoices, which would normally be sent the day before the scheduled clean. After each scheduled clean was carried out, I would write e-mails to them reminding them to send me their invoice so that I didn't forget payments, which they would do after thanking me for my honesty. It was pretty clear that the office team were stretched, which they admitted themselves. Then towards the end of September/beginning of October, the service from the office team started to get worse, although my assigned cleaner continued to do a good job. They started sending new cleaners at the last minute, because my assigned cleaner had been promoted to a supervisory role and was being diverted to End Of Tenancy cleans, which I presume are more lucrative to the company compared to domestic standard cleans. Then they started cancelling the scheduled cleans at the last minute, without offering a rescheduled time - these last-minute cancellations would be done by e-mail with no phone call, and sometimes as short notice as 25 minutes before the scheduled clean. I often have guests staying, and the last-minute cancellations of my weekly regular clean started causing me quite a few issues, as I had to scramble to find another cleaner at the last minute, or get my partner to do the cleaning, or do it myself. All of this obviously in the middle of the working day, while I tried to do my own job. No one would answer the phone anymore or phone me when changes happened - I left a couple of voicemails when the cleaners didn't turn up and no one told me in advance, but no one would call me back. When I started complaining, things got even worse - until things came to a head in mid-November 2022, when the Booking Manager suddenly decided to stop providing the service to me, saying they were scared I would take out my frustration at the frequent cancellations out on the cleaner, who I've always praised in my complaints. I think what they were concerned about is that I complained and didn't let them get away with the incompetency and lack of communication of the office team, and the Booking Manager didn't like me to keep calling them out on it. So their solution, instead of improving the service - was to get rid of the regular paying client who was complaining. What a skewed way to run a business. It's the first time I've experienced gaslighting from a company towards its regular clients - I guess there's a first time for everything...! :/ I would not recommend this company any longer unfortunately."

"Professional friendly service highly recommend"

"Amazing service by friendly young ladies highly recommend them"

"Don Brilliant end of tenancy cleaning done and I’ve got my deposit back and highly rcomend"

"Highly recommend if you want a good cleaning don’t wait to book them"