Keys and access to the assignment location

Lack of access is one of the most common reasons for delays and wasted trips. Most issues are resolved if you check the access information before leaving, and report it immediately if something is wrong.

Find access information before you leave

Information on how to gain access – key, code, or who you are meeting – belongs to the assignment. Open the assignment in the partner portal and read the details before arrival, so you have what you need when you are at the door. For residential assignments, access information comes together with the customer's contact information, four business days before the cleaning once you have confirmed the assignment, see When do you see the customer's name, address, and phone number?. If anything is unclear or missing, raise it in Messages well ahead of the assignment instead of showing up to chance.

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When you cannot get in

If you cannot get in – the code does not work, the key is missing, or no one answers – do not force entry or remain standing there for a long time, and do not reschedule or cancel the assignment on your own:

1. Document: take a photo and note the time and what prevented you.
2. Contact the customer directly and clarify the practical access for this assignment.
3. Document the clarification in the partner portal.
4. If you cannot resolve access, escalate the matter to Vaskeladden. You must not reschedule or cancel the assignment on your own.

This avoids doing work that is not approved, and ensures you have documentation as to why the assignment potentially was not carried out.

The rules regarding possible payment for a wasted trip are listed under Fakturering og oppgjør. Attendance alone does not guarantee payment, and travel and parking expenses are not reimbursed.

When the customer has notified in advance that the door is locked

If the customer has notified in advance that the door is locked or that access is missing, do not turn up blindly, and do not reschedule or cancel the assignment on your own. Contact the customer directly before leaving to clarify the practical access, and document the clarification in the partner portal. If you cannot resolve it, escalate the matter to Vaskeladden. Vaskeladden decides any changes to the agreement, such as rescheduling or cancellation.

Responsibility for keys and alarm

Treat keys, codes, and alarm information as confidential, and never share them in open channels such as a WhatsApp group. If you are unsure about the routine for a specific key or alarm, clarify with Vaskeladden in Messages before the assignment.