Resolution case study - general cleaning
We offer an independent and impartial resolution service for landlords, agents and tenants who are unable to reach an agreement on distributing the deposit when the tenancy ends.
We look at a recent case and break it down. Our Resolution Department Lead, Suzy Hershman helps you to understand our approach.
Deposit details
Deposit £634.00
unresolved amount £250.00
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What happened?
The tenant said:
- the property was very unclean when they moved in and the agent told them that they did not have to clean it when they left
- they left all the rooms in a good condition, as they liked living in a clean property and it was their home for the last twelve months
- the landlord is looking for the cost to thoroughly clean the whole house and they do not agree to pay any of it
The agent responded, saying:
- there was an issue with the standard of cleaning when the tenant moved in and they informed the landlord, who asked them to organise additional cleaning
- the tenants initially refused the offer of cleaning and said that they had carried out their own cleaning but then changed their minds
- the property has been left unclean as the check-out reports show
- the landlord is claiming costs for a full deep clean as he was unable to re-let the property as it was
What evidence was provided?
Tenancy agreement, check-in report, check-out report, cleaning invoices
What was decided and why?
- The check-in inventory shows the standard of cleaning was poor when the tenant moved in
- When compared to the check-out report, the property was left considerably cleaner than at the start and to an excellent domestic standard. However, the agent’s first invoice dated 10 days after the tenancy start date is for deep cleaning the property and this would override the standard recorded in the check-in inventory
- After comparing the standard of cleanliness at the end with the extent of cleaning carried out by an independent contractor at the start, the tenant was found responsible for additional cleaning costs
- The landlord claimed £250 for a full deep clean and the adjudicator awarded 65% to reflect the difference in cleaning needed
Key takeaway points
- Always let tenants know, during and just before the end of the tenancy, that any work carried out during the tenancy will override what has been recorded in the check-in report
- Carry out a pre-end of tenancy inspection and remind tenants how the property needs to be returned
- Consider how the tenant has left the property and what needs to be done to put it back cleaned to the correct standard. If this is just a top-up clean, it would be unreasonable to claim for a full deep clean
For more guidance on end of tenancy cleaning, Total Landlord, also powered by Total Property, has written an article, ‘End of tenancy cleaning checklist for landlords and tenants’, which includes a downloadable checklist to share with your tenants.
Our guide, ‘Inventories – the complete guide’ also includes more information relating to this case study and for additional guidance you can also read ‘The ultimate guide to a landlord inventory and schedule of condition’ from Total Landlord.