Every end of tenancy clean we do comes with our deposit back guarantee, backed by our 72-hour re-clean guarantee. If your letting agent or landlord raises a cleaning point in the agreed work, tell us within 72 hours of completion and we come back and re-clean it free. No extra fee, no small print to buy.
The point of an end of tenancy clean is to get the property past the check-out inspection so cleaning doesn't come out of your deposit. Our guarantee is there for the occasional time a clerk, agent or landlord spots something. The wording is simple: if your letting agent or landlord raises a cleaning point in the agreed work, tell us within 72 hours of completion and we come back and re-clean it free.
It is included in the price of every end of tenancy clean, whatever the size of the property, and there is no separate package or upgrade. The 72 hours start when we complete the clean, not when the inspection happens, so it is worth booking the clean close to your check-out date.
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How to claim a re-clean
If a cleaning point comes up, the quicker you tell us, the quicker we can get back in. Here is what to do:
Contact us within 72 hours of the clean being completed, by phone on 07938 040001 or by email at info@londonendoftenancycleaner.co.uk.
Send the relevant part of the check-out report or the agent's email, plus photos if you have them.
Tell us how we can get access: through you, the agent, a concierge or a neighbour.
We arrange a return visit and re-clean the points raised, free of charge.
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What the guarantee covers
The guarantee covers cleaning points in the work we agreed to do. That means everything in the base clean, room by room, plus any add-ons you booked. If you added the oven and the clerk says the door glass still has marks, the oven is covered. If you booked the fridge freezer and it has been flagged, we come back for that too.
The base clean includes kitchen surfaces, cupboards and drawers inside and out, the hob and extractor exterior, the sink, taps and tiles; bathrooms descaled, including taps, screens, shower heads, tiles, grout, toilet, bath and extractor fan cover; inside windows, frames, sills and tracks; skirting boards, doors, frames, switches, sockets and radiators; inside wardrobes and drawers; and floors vacuumed and mopped, with carpets vacuumed. See the full list on our end of tenancy cleaning page.
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What the guarantee doesn't cover
A cleaning guarantee can only cover cleaning. These are outside it:
Damage. Burns, scratches, chips, broken fittings, holes in walls or stains that are permanent are damage, not dirt. No amount of cleaning removes them.
Fair wear and tear. Worn carpets, faded paintwork, tired grout and the normal ageing of a property are not something a clean can, or should, put right.
Items outside the agreed work. If an add-on such as the oven or carpets wasn't booked, it isn't part of the re-clean. Points about things the clean never covered fall outside the guarantee.
Areas we couldn't access. Rooms that were locked, cupboards full of belongings, or appliances left switched on with food inside can't be cleaned, so they aren't covered.
Mess made after the clean. If anyone uses the property after we finish, such as for a final pack-up or a repair visit, marks they leave are not covered.
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Why 72 hours?
When the clean is booked close to the check-out, as it should be, the inspection falls comfortably inside the window. The point of the guarantee is to fix anything while the property is still empty and before a deposit decision is made. A 72-hour window gives you time to get the report or the agent's comments to us, while making sure the property hasn't been lived in, worked on or re-let in the meantime. Once new tenants, decorators or tradespeople have been in, nobody can say fairly whether a mark was missed or made afterwards.
To make the most of it, book the clean as close to the check-out inspection as you can, ideally the day before or the morning of, and ask your agent to send any cleaning comments straight away.
01Do I have to pay extra for the deposit back guarantee?
No. The deposit-back guarantee and the 72-hour re-clean guarantee are included in every end of tenancy clean, from a room in a flatshare to a five-bedroom house. There is nothing extra to buy and no premium package. The price you agree before booking is the full price, with VAT included.
02When does the 72-hour window start?
It starts when we complete the clean. If the clean finishes on Monday afternoon, you have until Thursday afternoon to tell us about any cleaning point your letting agent or landlord raises in the agreed work. For that reason, we recommend booking the clean as close to the check-out inspection as possible.
03What if my check-out inspection is after 72 hours?
The guarantee window runs from completion of the clean, so try to arrange the inspection within it, or book the clean closer to the inspection date. Tell us your check-out date when you ask for a price and we will suggest a cleaning slot that leaves time for the agent to inspect and for a re-clean if needed.
04Will you refund my deposit if the landlord makes a deduction?
No. Our guarantee is a free re-clean of any cleaning point raised in the agreed work within 72 hours, not a payment towards your deposit. Getting cleaning points put right quickly, while the property is still empty, is the best way to stop them becoming a deduction in the first place.
05Does the guarantee cover the oven and carpets?
The oven is covered if you booked the oven add-on, because it is then part of the agreed work. The same goes for the fridge freezer, washing machine and dishwasher. Carpet cleaning is carried out by an independent partner and confirmed separately, so ask about its terms when it is booked.
