Aussie Clean Team

I obtain my regular domestic cleaning services from Aussie Clean Team. The cleaner, whilst not as good as my previous cleaner (she covers only ²⁄₃ of the flat or less in the same time and charges £2 more per hour) is punctual, clean, speaks fair English and the Aussie Clean Team showed themselves to be responsive to my queries whenever I rang them up. I was quite impressed and decided to keep using their regular domestic cleaning services.
When I decided to let my flat out, I thought immediately of the Aussie Clean Team for their full cleaning services (their end of tenancy cleaning — except in my case it was start of tenancy). The first time I rang up Aussie Clean Team, the customer service was excellent and what I had gotten used to. I was told that on top of the services they would usually provide for end of tenancy cleaning, they would be happy to extend their guarantee due to my exceptional circumstances (as I would be out of the country a week before the tenant actually moved in — so the cleaning would have to take place earlier and therefore the length of the usual guarantee would not be sufficient) and as I was an existing customer, they would throw in the services of cleaning inside and outside my windows. I said that would be great and I would confirm once I received the offer in writing. No response for three days (though to be fair the email may have gotten lost in my email junk folder) and when I finally chased up an email, the confirmation was only of the standard services and not of the additional two services I was promised. I rang up the team another three times to ask them to confirm that I would get the additional services I was promised and I was told each time that they would follow up with the initial person who spoke to me and get back to me. They never did. When I rang again to chase up they emphatically denied that they would ever offer the additional services. I had to lodge a complaint with customer services and require them to listen to the recording of my initial call to them, before they had to concede that I was in fact promised the additional services. To their credit, they promptly got back to me after my complaint and informed me that I would have the additional services.
The verdict is still out on the quality of their end-​of-​tenancy cleaning services but all I can say is — the company really needs to even out the quality of their call centre! It’s a dream to deal with some days and hellish on other days. I should also add that when they sent me the final confirmation of my end-​of-​tenancy cleaning services, certain details on it were still wrong! E.g. the price and the guarantee. So watch out when you deal with them — they are very well-​meaning but their execution is highly questionable.

The cleaners were quite good and I don’t really agree with the feedback below. The guys were obviously not native English speakers but we understood each other well and I didn’t have to repeat myself or nag them.
I don’t want to make a quibble out of a great service but the guys were a bit late and I was not informed. Also, they didn’t even try to make amends for it.

At first, I was very impressed with the phone service when I called to order a cleaner. The cleaner who arrived couldn’t speak a word of English, didn’t understand to ‘mop or dust’. She tried to call the office, no one was there. I don’t have a problem with a lack of English at all, as long as there is some basic communication skills or ability to read a list. After two hours the floors hadn’t been cleaned properly, food stain still on the kitchen floor and the ironing wasn’t great. I sent them a photo of the floor, received a response a week later. Not good enough. I had also ordered a oven clean for the next day, the guy didn’t bother to turn up even though I had taken the time off work to meet him. No text or call from the company to apologise. Very disappointing, I’m Australian and I wish they wouldn’t call themselves Aussie Clean, it’s embarrassing.