Homefresh Services Magdalen Street, Norwich NR3 1JU

"DO NOT USE THIS CLEANING COMPANY. I met Nicky and her associate in January and she said all the correct things that encouraged me to employ her company to clean my Airbnb cottage in Norfolk to do laundry, clean, and change over the cottage for next guests on a regular basis. For a few months, things seemed to be OK. One guest reported a possible moth problem and Nicky said she'd keep on top of it. I went to stay at the property in April and was severely disappointed with the state of the cleaning that was simply not good enough. Cobwebs everywhere, cleaning equipment left out, un-hoovered areas, dirty mug on a windowsill, unflushed and unclean toilet, fridge unclean, games cupboard a mess and light bulbs needing replacing. For the amount paid to this company, the service was not acceptable. Nicky promised that she would do the changeovers herself for a while to make sure that everything was OK. Not long after this Nicky got in touch to say she was running late for a changeover where my guests looked to then be arriving before her. Fortunately for Nicky in this situation, my guests ended up arriving late and the changeover was able to happen just in time. Next Nicky was chasing up payment to an invoice never sent. And finally, this culminated in Airbnb guests arriving 3 weeks ago at my cottage that hadn't been cleaned or changed over. In trying to contact Nicky via calling, the website, Facebook messenger, WhatsApp, normal text message, and email, I heard nothing for a week. Meanwhile, my guests had to clean the property themselves and make their own beds, and I then had to travel up to the cottage to do the next changeover only then to discover a serious moth infestation at the property, linen, and towels missing, and any remaining laundry, both clean and unclean dumped in the garage with the cleaners keys on top. Pest control had to be called out for an issue that clearly hadn't been kept on top of and could have been easily remedied/nipped in the bud earlier on in the year. When I finally heard from Nicky, she told me she had left the company for personal reasons and that someone had taken over in her place. She said that they should have been in touch to say that they could no longer clean at my property due to staff shortages, but could see now that nobody had been in touch. There was no accountability or remorse and with back-to-back bookings, throughout the summer this has left me completely in the lurch. Nicky's number is still on the website as the main number to call, even though I said she should take it down if she is no longer the face of the business. I can therefore only assume that she is still running her business herself at this point and question how much of what she told me is really true. I hate to be leaving this sort of review, particularly on a female-led business that normally I would be encouraging and supporting. But this lack of professionalism, communication, and overall service is not good enough and I wouldn't want anyone else to go through the same experience."

"Do not use this service. This company was recommended to us for an end of tenancy clean through our estate agents and it was a sh*t show from start to finish. Having now read the reviews, I wish I had seen them sooner, as not only did the cleaners leave me waiting at the property literally all day (they were booked in for 9am but arrived after 5pm) without any apology, but they then tried to charge me full price for an incomplete clean which was of extremely poor quality. Many of the things we specifically asked to be cleaned and were quoted for were simply left alone, whilst poor excuses were used to explain why they did not clean them, without any reflection in the final invoice. My correspondence with Nicky was unpleasant, unprofessional and rude, as I was chased and threatened for payment in the few days after receiving an invoice I waited over a week for and whilst I was still in the process of disputing the final bill. They eventually lowered the bill but I am still extremely unhappy to have paid so much money for a service which was absolutely appalling. Cannot stress this enough; do not use Homefresh Cleaning services."

"I have recently move in to a new flat, to which home fresh was contracted to clean and upon receiving it it looked as if no one had done anything. The carpet was full of feather and hair from the previous tenants, the oven looks as if it had not been cleaned in over a year, the bathroom shower floor is covered in mold, the sink still has toothpaste from the previous tenants, the kitchen counters are sticky and there are pieces of corn below the microwave... these are just a few things that were “cleaned” by this company. Calling them is a hassle as previous reviewers have similarly posted. I had to call them since they missed their appointment with me at 830am as they were going to clean what they missed. After an hour and a half of calling they finally picked up and their excuse for not coming or even calling to let me know of their delay, was that their cat had given birth. This is a company that has no respect for their customers as I would have understood of their delay if they had even called to tell me this. They did however say, that they would be with me in half an hour to which I agreed. I am still waiting (an hour later) for them to show up and I know they will not call to say that they are not coming. DO NOT RECOMMEND. Terrible service, no respect and no commitment from their part."

"I do not recommend! We met with Nicky to discuss our requirements as a business (a lot of work available) and she arranged to do two trial cleans for us a few days later. I expected them at 11am, and at 10.50am I received a text from Nicky to say they were running late and they would expect to be with us by 11.30am. After an hour I tried to call and text. By 3pm, we gave up attempting to contact them and had to find an emergency cleaner as they left us in a difficult situation. Prior to this, response time was poor, as I had to chase up to confirm the trial I requested after 3 days. This is certainly not how you run a business. Very unprofessional and unreliable. No apology or explanation. I never heard from them again."

"I was able to book a deep clean for a one bedroom flat at very short notice. They were great and managed to get someone out to see me much sooner than expected. Having had a bad experience previously with another company, I was really pleased with the quality of the work done and the attention to detail that has set Homefresh apart from other companies. Will gladly use them again and recommend to anyone looking for a professional and thorough service."