How to report a non-conformance or complaint about an assignment

If something was not done as agreed, report it in your customer portal – under "Deviations and Communication". Briefly describe what went wrong, which assignment it concerns, and feel free to attach a picture. The case will then be registered with us with the date and assignment linked, so we can follow up and respond to you in the same place. You do not need to call or send an email in addition.

How do I report a problem?

Log in to the customer portal and go to "Deviations and Communication". There you will find two things:

• Messages – for general questions, messages, and dialogue with us.
• Deviations – to register that an assignment was not performed as agreed, or that something was damaged.

For a deviation, include:

1. Which assignment or date it concerns.
2. What is wrong or missing, as specifically as you can.
3. A picture of the area or damage, if applicable.

The more specific you are, the faster we can correct it. "The bathroom was not cleaned" helps us more than "dissatisfied". Everything you write is saved to the case, so you don't have to explain it again later.

How quickly will I get a response?

We will address the matter as soon as we can during opening hours, and you will receive a confirmation in the portal when we have seen it. How long a correction takes depends on what it concerns and when the next assignment is scheduled. We prioritize urgent matters. The specific deadlines and what has been agreed for your particular subscription are stated in your agreement – if in doubt, ask us in the message thread.

What happens next?

Once the deviation is registered, we usually do the following:

1. We read the case and confirm that we have received it.
2. We find out what happened and what is needed to correct it.
3. We arrange a correction with you – for example, a new cleaning of the area in question.
4. We close the case in the portal when you confirm that it is in order.

The entire dialogue remains with the case. This means you can go in at any time to see the status, read what has been agreed, and add information.

How are damage and liability handled?

If damage occurs during an assignment – for example, to an object or a surface – report it as a deviation as soon as you discover it, and attach a picture. This provides us with documentation of what happened and when.

A serious cleaning company has liability insurance that covers damage incurred during work. How a specific case is assessed and covered depends on what happened and what is stated in your agreement. Therefore, we handle damage cases individually: we review the documentation, assess liability, and keep you updated in the same thread. Do not discard or repair a damaged item before we have seen the pictures, so we have what we need to process the case.

A small tip at the end: report it as soon as you discover something. A case reported on the same day is easier to document and correct than one that comes several weeks after the assignment.