End of Tenancy Cleaning – An Estate Manager’s Perspective

End of Tenancy Cleaning – An Estate Manager’s Perspective

Disclaimer: We have distilled numerous conversations with an experienced Highgate estate manager into this single post. We are thankful for her kind permission to publish this on our blog. 

I realise that moving out is natural – people change jobs, larger families downsize once the kids grow up, or they just need a change of scenery. It is unrealistic to expect all your tenants to remain in their apartments forever – although it would make my job so much easier! But all this does not make the end-of-tenancy cleaning ordeal any more pleasant – even if I only have to approve the final check-up. 

There are three general types of tenants regarding the move-out cleaning – the deniers, the pros, and the absent-minded. Of course, every case is specific, but most people fall into one of these three categories. 

The Deniers

These people want nothing to do with end-of-tenancy cleaning. They are willing to forgo their security deposit because they have too much on their plate – packing, dealing with movers, and settling in their new home. 

Usually, my tenants in this category are single, in their late twenties or early thirties, with good jobs and an above-average income. Don’t get me wrong – they do not leave their apartments in a total mess, on the contrary. They just don’t see the need to deal with something they consider to be unnecessary. 

The problem is I cannot list the property for rent before a thorough post-tenancy cleaning. So I have two options:

• Option “A” is to try and talk my leaving tenants into doing the end-of-lease cleaning. The best way to achieve it is to describe how hassle-free the procedure is (which is a fact). More than a few local cleaning contractors provide comprehensive packages – the tenant pretty much has to pick up the phone and choose a suitable date, and the contractor does all the rest. I have to tell you, I’ve perfected my sales pitch so much that two-thirds of my tenants go for it.
• Option “B” – option “A” hasn’t worked (bummer!). It leaves me with no choice but to book the move-out cleaning contractor myself. The good thing is I have a few business cards on my desk that always come in handy.

The Pros

My favourite type of tenant! They have read their contract thoroughly, researched the best cleaning providers within a 5-mile radius, and booked the procedure well before the move-out deadline. What can I tell you – these people make me love my job and hate that I lose them as tenants. 

They are usually older than the deniers, probably in their forties, and mature enough to understand that rules are put in place for a reason. Nothing gives me more pleasure than ordering their security deposits to their bank accounts – it is a well-earned way to say “thank you” for being awesome!

The Absent-minded

I often refer to them as my “babies” – these are first-time tenants who also have to cope with moving out for the first time. Most often in their mid-twenties or even younger (I’ve had university and college students), they are like fish out of the water when dealing with contracts. It is not that they don’t want to do the tenancy cleaning – they simply haven’t read the contract carefully enough to understand that they are supposed to. 

I try to be very careful with such tenants. As with the deniers, there are two options:

• Their initial reaction is anger. I’ve found out that young people do not react particularly well to unexpected news, especially ones that are not to their liking. They feel somehow swindled or cornered. After weathering the initial rant, I let them know that nothing fatal has happened and they can quickly deal with the issue.
• The initial reaction is panic. Look, a few hundred pounds is a lot for a college student, and I feel for these kids. So I try to be as helpful as possible – giving them advice and support. And you know what – they deal with the situation beautifully! They react quickly, and in fifteen minutes, they know more about tenancy cleaning than the pros! Got to love the way they rebound!

A few additional words regarding the cleaning contractors. The vast majority of them are true professionals, especially when dealing with an estate manager. Few of them, however, do try to cut corners – only cleaning the most visible spots, not performing a final quality inspection or contacting the property owners. I guess this tactic may work with landlords who deal with their tenants directly. But to try and pull it off with a professional estate manager is not only stupid – it is insulting.