So you’ve just hired a professional cleaning company to freshen up your office. You’re expecting sparkling floors and spotless desks, but instead, you discover a scratched hardwood floor or a broken fixture. Suddenly, that stress-free service feels like a liability.
While property damage during cleaning is uncommon, it does happen. And when it does, knowing your rights and how to respond can save you time, money, and frustration. Let’s break it down.
Whether you manage a busy office, oversee a retail location, or run a warehouse, the space you operate in is one of your biggest assets. Damage to that space (no matter how minor) can disrupt operations, tarnish your image, and cause unexpected expenses. That’s why understanding how professional cleaning companies handle liability is so important.
A reputable commercial cleaning provider will carry several types of insurance to protect both themselves and their clients:
Key Insurance Policies to Ask About:
Public Liability Insurance: Covers accidental property damage or injury caused during cleaning.
Workers' Compensation Insurance: Protects cleaners if they're injured on-site, shielding you from potential legal liability.
What You Should Do:
Always request a Certificate of Currency to confirm the provider’s insurance status.
Ensure the coverage limits are sufficient for your premises and assets.
Before any cleaning begins, you should receive a service agreement. This document lays out exactly what you’re entitled to, and what happens if something goes wrong.
Contract Clauses to Check:
Damage Liability: Who pays if something breaks?
Reporting Process: How do you report damage, and within what timeframe?
Resolution Policy: What’s the company’s process for fixing or compensating for damage?
Pro tip: If the contract is vague or missing these details, treat it as a red flag.
If something gets damaged during or after a clean, don’t panic; take these steps:
Step 1: Document Everything Take clear photos or videos of the damage from multiple angles.
Step 2: Contact the Cleaning Provider Immediately Explain the issue, share your evidence, and ask for the next steps.
Step 3: Review Your Service Agreement Look for clauses related to damage resolution and timelines.
Step 4: File a Claim if Needed If the damage is serious and not resolved directly, the provider’s insurer should cover it. Work with them to file a claim.
You can’t eliminate every risk, but you can certainly minimise it with a few proactive steps:
Choose Reputable Cleaners: Look for companies with solid reviews and long-standing reputations (like Cleancorp, with over 30 years of experience).
Communicate Clearly: Let the cleaners know about delicate surfaces or valuable items in advance.
Secure Fragile Items: Move or protect anything easily broken before cleaning begins.
Conduct Walkthroughs: Do a quick inspection before and after cleaning to flag any concerns.
If a provider refuses to acknowledge damage they caused, here’s how to handle it:
Start a Paper Trail: Keep all communication in writing.
Negotiate: Present your evidence and refer to the service agreement.
Seek Legal Advice: If talks break down, you may need a solicitor’s help.
Report the Company: Contact relevant consumer protection agencies or industry bodies.
Not all cleaning companies are created equal. The best providers have:
Clear Insurance and Contracts
Transparent Communication
Dedicated Account Managers
Proven Track Records and Certifications
Cleancorp, for example, is ISO 9001, 14001, and 45001 certified, which means we meet strict standards for quality, safety, and environmental responsibility. That’s the kind of protection you want on your side.
It includes four key questions readers should ask themselves before booking a cleaning provider:
Have you requested proof of insurance?
Did you read the service agreement carefully?
Have you communicated any special instructions or fragile items?
Do you know the process for reporting damage?
Accidents are rare, but they’re not impossible. By choosing a professional cleaning company with the right protections in place, you ensure that if something does go wrong, you’re not left holding the mop (or the repair bill).
Want a cleaning provider who takes responsibility seriously? Get in touch with Cleancorp today to learn how we keep your property (and your peace of mind) safe.