- Tenants complain about poor-quality cleaning during costly vacate services
- Property managers reminded to keep re-cleaning fees reasonable
- Early and careful selection of cleaners is recommended to avoid last-minute issues
Consumer Protection is warning tenants nearing the end of their lease to exercise caution when hiring end-of-tenancy cleaners, amid numerous complaints.
Over the past two years, 87 tenants have lodged complaints concerning vacate cleaning, with the vast majority – 80 per cent – alleging that service providers failed to exercise due care and skill.
These complaints involved services costing between $460 and $1,560, with payments typically made upfront. In many cases, properties were left unclean with traders refusing to come back to fix the issues, forcing tenants to incur further costs for re-cleaning. In some instances, these further costs were deducted from the tenant’s security bond.
Additional complaints revealed cases of property damage – including broken rangehoods and flyscreens, bleach-stained carpets and chipped walls – with cleaning companies refusing to provide compensation.
While some cleaners may offer to return and resolve concerns, they can no longer access the property once the tenant has moved out and handed in the keys.
Commissioner for Consumer Protection Trish Blake urged tenants to plan ahead as their lease was coming to a close.
“Your best protection against unreliable operators is to start looking into reputable cleaners early. Depending on your lease type, you’ll receive 30 or 60 days’ notice before it ends – so don’t delay,” Ms Blake said.
“Always check the cleaner’s ABN and references before booking, and never pay any money upfront. If the cleaner doesn’t show, or does a bad job, your money might disappear with them.
“Ideally, walk the cleaner through the property in advance to outline your expectations of the tasks to be done and inspect the final work before making any payment or handing the keys back.
“You’ll also need to make sure to receive a receipt, especially for carpet cleaning, as you’ll likely need to prove to the property manager or landlord the job was done.
“And don’t forget – if you’re struggling to find a cleaner, it’s best to avoid hiring blindly off social media as you could encounter unscrupulous operators or scammers. Ask your property manager for recommendations, as they usually have a list of trusted tradespeople.”
Aside from issues with cleaners, tenants also reported issues with property managers and landlords charging unreasonably high fees for re-cleaning and repairs.
“Only actual costs can be charged for cleaning or repairs – not pre-estimated or speculative charges,” Ms Blake added.
Tenants with unresolved issues involving end-of-tenancy cleaners, or concerns about landlords or agents charging unreasonable fees, can lodge a complaint via the Consumer Protection website. For enquiries, contact 1300 30 40 54 or email consumer@lgirs.wa.gov.au
Media Contact: cpmedia@lgirs.wa.gov.au