Gentle Touch Star Cleaning Services Avis 

Having instructed Gentle Touch to carry out an end of tenancy clean, I must warn potential customers of the shoddy and careless standard of cleaning. The house was still filthy after the cleaners left. I photographed the worse areas and sent an email to the company. I received an email from the office saying they would send someone to clean the floor “ ..,to my satisfaction “. I explained that it was not a question if my satisfaction but they should be cleaning of the other areas to the professional standard I paid for.

I also had to show the cleaner how to clean the door and the washing machine, which to his credit, he did do.

A colleague of his arrived to assist as he soon realised the scale of the work required. He said that cleaning the window frames was not included in a professional clean. I had no energy to dispute this, but all the other companies I have used, have automatically cleaned the window frames. In addition to all of this, I needed to remind them to clean the fire place.

I shan’t be contacting the owner about this, as he said that he wouldn’t send anyone back.

I should not need to spend my afternoon supervising someone I have paid to do a job and send another cleaner after them. This is at all what one would expect. Gentle Touch - it certainly isn’t!

The end of tenancy professional service was done very nicely and I am satisfied with the outcome. The cleaners were very professional and they did a wonderful job. Thanks 👍

I had a great experience high recommended they did a good job .

We used Gentle Touch Star Cleaning Services for an end of tenancy clean at the recommendation of the estate agent. Their service was so great we asked them to come and clean our main property the following day, with the same excellent results. Nothing is too much trouble for their cleaners. Absolutely delighted.

Really great experience with these guys - a quick quote, good communication and easy booking, and on the day of the clean the cleaners did and excellent job and were so friendly!

We asked them to do an End of Tenancy Clean. Our estate agent recommended this business to us, so we assumed that they would do a great job. We paid the full fee before the job, as otherwise they wouldn’t do the job. We removed our furniture from the flat on the Saturday and gave the estate agent one set of keys for the cleaners to collect. They collected the keys from the estate agent on the Friday and dropped the keys off to the estate agent after they had finished - we didn’t meet them at all and no one else should have been able to enter the flat as we instructed the estate agents not to let anyone else into the property.

We only re-entered the flat the day after the clean (the last day of our tenancy) to take final meter readings. We found that the flat wasn’t double locked and there was a stain on the carpet in the hallway which wasn’t there when we moved our furniture out.

I emailed Gentle Touch to point this out and to ask for a partial refund because of this. The email I received in response from them didn’t address our concerns at all. We wouldn’t use them again or recommend them to anyone else.

Excellent work of great quality, I loved it!

We have been using Gentle Touch for several years, and they consistently deliver exceptional cleaning services. Their attention to detail and reliability make them a standout choice. I highly recommend them for top-quality cleaning.

Incredibly poor service and when asked them legitimate questions, they eventually tried the legal threat. They were instructed by Estate Agents on my behalf but their work was poor for the hours they suggested had been dedicated for the minimal service fee did not equate. Service was not good, charged the minimal call out to hoover and wipe down a small two bedroom flat but failed to remove dirt and staines from surfaces. When this was continually challenged it was met with an aggression. Avoid using. And in response to your comments, I am paying for company who invoiced their services in advance, I do not pay the cleaners directly and how dare you, that you should hide behind them. I have a right to withhold payment if the services were not as described ...and regardless of the cleaners, the customer services of your company in relation to the issues is incredibly poor.

These people have flytipped a house clearance on our estate today in sutton in broad daylight. It's been recorded on cctv and we have involved the police. There is a briefcase with someone's photos and bank statements etc.

I spent a really long time researching for a reputable EOT cleaning company and landed on this one as they offered a fairly reasonable quote (£190 for a one bedroom ground floor flat with a bathroom, bedroom and kitchen/living space, less than 50sqm).

They were very quick to respond which is really the only positive I can give. I made it extremely clear when booking the service that I needed them to come on a Wednesday lunchtime in order to have enough time to do the full clean and allow me to inspect it before my tenancy check out which was the following morning. I booked for around 2pm and booked time off work to meet them at the property and let them in. They did not attempt to call me until AFTER the time they were scheduled to start cleaning. They sent a text at about 2.30 saying they were running a few hours late due to a broken down car (they could have informed me of this before they were meant to arrive, as they must have known they would be late...). I had travelled home from my office to let them in for absolutely no reason because they didn't bother to tell me they were late until it was too late. I had to return to work and the cleaners ended up having to come and get my keys from there which was not ideal as it meant I couldn't explain what I wanted to be done, I just had to trust they would hold themselves to a high standard.

They didn't begin cleaning my flat until about 5pm. They called to say they were finished at 6.45. You tell me if that's worth £190!!

By the time I got home they had already packed up all of their equipment and half of the team were waiting in the car to go home so there was no opportunity for me to review the cleaning in detail and ask them to re-visit areas they had missed. But almost immediately I noticed they had broken my curtain rail (?!) and left it on the sofa in a heap. They had not moved and cleaned behind any appliances e.g. fridge, TV. They did not touch the skirting boards they were still covered in dust. They took two full bottles of shampoo and conditioner that I had left in the bathroom from the morning yet didn't manage to empty and clean any of the bins. I complained almost immediately via email and then spent 3 hours that evening fixing the things they had missed because they had finished for the day so could not come back until the following morning (they made this offer when my checkout inspection was happening - too late!). The offer of coming back to re-do the clean was an empty gesture and they knew that because we had extensive conversations when booking about how I needed the clean done properly 1st time round because there would be no time to fix any missed spots.

I was sooo disappointed with the standard of cleaning, it was clear that the team rushed - instead of staying later to make up for letting me down, they left on time and chose to miss lots of spots as a result. They literally have a checklist online that is supposedly what they work to, but in my case they missed off half the list. For the level of cleaning that was done I would say it was no better than a domestic clean, I paid a fairly substantial amount specifically for a deep EOT clean which did not happen.

In the end after a lot of back and forth I got a £30 refund. So in total, I paid £160 for about 2 hours of sub-standard cleaning, a broken set of curtains and ended up wasting about 4 hours of my own time as well. Even though they offered some small compensation I was left with a really bad opinion of this company. I also noticed half of the positive reviews are written by cleaners who work for this company so do with that info what you will.

I've used them a number of times over the years and always found them helpful, courteous, diligent, on time and easy to work with. If something is not to customer satisfaction, they work hard to put this right. I recommend them