How to report a deviation or complaint regarding an assignment

If something has not been done as agreed, let us know as soon as you discover it. Provide the address, the date of the cleaning, and what is wrong or missing. Attach photos showing each point, and notify us before you or anyone else rectifies it yourselves. See the Satisfaction Guarantee and your agreement for terms.

Move-out cleaning and other one-off assignments for residential customers

Reply to the booking email, or write to kontakt@vaskeladden.com. You do not need an account or an invitation to the customer portal. My cleaning does not have Messages.

1. State the address and cleaning date in question.
2. Describe what is missing and where. "The bathroom floor is dirty after the clean on 7 September" is easier to follow up on than "unhappy".
3. Attach photos of the areas or damage. Avoid including people, names, and health information in text and images.
4. Follow up in the same email thread if you have further information or need an update. You do not need to resubmit the complaint in a portal.

You can also provide feedback on My cleaning when the form is open after the clean. Questions and further dialogue are handled via email.

How to find the customer portal

The rest of the portal guide applies to customers who have received an invitation to the customer portal, for example for regular cleaning. Log in with the account that has access to the customer or location. The first time, follow the email invitation. See Customer portal.

If you cannot log in, write to kontakt@vaskeladden.com with the address concerned and the email address you are trying to log in with. Describe the issue with the clean in the same email; you do not need to wait for portal access to report it.

How do I report a problem?

If you have portal access, do the following:

1. Open Cleaning Plan and select the correct location if you have access to several.
2. Select Report deviation, and check the location in the form.
3. Select a category, describe the problem, and state the date of the clean.
4. Attach a photo if it helps explain the problem. Avoid including people, names, and health information in text and images.
5. Select Send report. Keep the case number from the confirmation.

Enlarge

Use Messages in the portal for general questions and following up on a report sent there. Provide the case number so we can find the right case.

How quickly will I get a response?

The main phone line is open Monday to Friday, 09:00–11:00, on +47 94 44 84 84. Outside these hours, use email. If you have already reported a case, follow up in the same thread.

We assess the case as soon as we can during opening hours. How long a rectification takes depends on the nature of the issue and what we agree with you. We prioritize urgent matters. The deadlines for your agreement are stated in your agreement. Follow up in the same channel you used to report: email for move-out cleaning, or Messages if you used the customer portal.

What happens next?

Once a deviation concerning shortcomings in the cleaning has been registered, the partner is responsible for rectifying it and arranging a time directly with you. If you do not want to communicate with the partner, let us know in the same thread. Vaskeladden can then handle the communication between you.

Reply in the same email thread or portal conversation with new information. If you have received a case number, please include it. You do not need to register the same non-conformance again. The portal's reporting form does not have a separate status overview for non-conformances.

How are damage and liability handled?

If damage occurs during an assignment – for example to an item or a surface – report it as a deviation as soon as you discover it, and attach a picture. That way we have documentation of what happened and when.

A professional cleaning company has public liability insurance covering damage caused during work. How a specific case is evaluated and covered depends on what happened and what is stated in your agreement. That is why we handle damage cases individually: we look at the documentation, evaluate 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 rectify than one that arrives several weeks after the assignment.