We're very sorry to hear this and are here to help.
We take your trust very seriously. As part of that, every Housekeeper goes through an 8-step vetting process, which includes an in-person interview and background checks by Experian.
Our strict policy is that all these checks must be clear for every Housekeeper and, if an allegation of theft is made, our policy is to immediately remove this housekeeper from the platform.
Once you contact us about a missing item, we will open a theft case from our side. We will ask the Housekeeper directly about this allegation and in all events will now remove them from the platform. This means all customers' spare keys will be collected into our office, their cleaning app will no longer be accessible and this Housekeeper will no longer be able to access any customers through Housekeep.
The next step will then be for you to contact the police who will open a case. We can provide you with the Housekeeper's name and phone number if you want it and, on request by the police, can provide them with more detailed information such as their address, full background check and copies of their identity documents. We'll be with you to help throughout the process where we can.