Requesting a Different Cleaner

While we carefully match you with cleaners based on your location, requirements, and preferences, we understand that sometimes you may prefer a different person. Whether it's due to scheduling conflicts, personal preference, or any other reason, our customer services team is here to help you arrange a change of cleaner for your bookings.

How to request a change

To request a different cleaner, please contact our customer services team using one of the following methods:

• Email us at support@servella.co.uk with your booking details and request
• Use the Contact Us page on our website to send us a message
• Call our customer services team during business hours

What to include in your request

To help us process your request as quickly as possible, please include the following information:

• Your full name and the email address associated with your account
• The booking reference number or date of the appointment you'd like to change
• Whether this is for a single booking or all future bookings
• The reason for wanting a different cleaner (optional but helps us assist you better)
• Any specific preferences you have for your new cleaner (e.g., experience with pets, specific cleaning skills)

When you might want a different cleaner

There are many valid reasons you might prefer a different cleaner:

• Your regular cleaner is unavailable for your preferred time or date
• You'd prefer someone with specific experience, such as deep cleaning expertise or experience with pets
• Scheduling conflicts mean your current cleaner can't accommodate your regular time
• You've moved to a new area and need a cleaner who covers that location
• You simply prefer a change for personal reasons
• You've had an issue with a previous clean and would like someone different

Response time

Our customer services team aims to respond to all cleaner change requests within 48 hours. For urgent requests, particularly if your next booking is within the next few days, please mention this in your message so we can prioritise your case. We'll always do our best to arrange a suitable cleaner before your scheduled appointment.

What happens next

Once we receive your request, here's what you can expect:

• Our team will review your request and check cleaner availability in your area
• We'll match you with a suitable cleaner based on your preferences and requirements
• You'll receive a confirmation email with your new cleaner's details
• Your booking will be updated to reflect the change
• For recurring bookings, we can arrange for the same new cleaner for all future appointments

Recurring bookings

If you have regular cleaning appointments (weekly, fortnightly, or monthly) and would like a different cleaner for all future bookings, please let us know in your request. We can assign a new regular cleaner to your account so you'll have consistency going forward. Alternatively, if you only need a different cleaner for a specific appointment, we can arrange that too without affecting your regular schedule.

Your feedback matters

If you're requesting a change due to dissatisfaction with a previous clean, please let us know the details. Your feedback is incredibly valuable and helps us maintain our high standards. We take all concerns seriously and will investigate any issues raised. This feedback not only helps us address your specific situation but also allows us to continually improve our service for all customers.

No additional charges

There is no fee for requesting a different cleaner. We want you to be completely happy with your cleaning service, and we'll work with you to find the right match at no extra cost.