If you’re stuck outside your customer’s home or are unable to gain access or start the clean, please make sure to check the Access Details of the job by clicking on it in your Schedule. The customer may have left a key, or access may be via another method such as key safe or concierge.
If you still can’t start your clean:
- Open the Schedule on your Housekeep app
- Tap the job you’re stuck outside
- Tap Help
- Tap “I’m stuck outside”
- Press Send this message to let your customer know
- Press Call to reach your customer
- Keep an eye on your notifications and chats, in case you customer replies
- Wait at least 10 minutes
- If the customer doesn’t reply to your chat message and doesn’t answer your call, please contact Housekeep by going to the job on your Schedule and pressing Help through the job
- If the customer lets you in, please press Start as soon as you can start cleaning
- If the customer doesn’t let you in at all, and you have tried to contact the customer and contacted Housekeep, we’ll make sure you receive a £20 cancellation fee
- But if you simply leave immediately without trying to contact the customer and you don't contact Housekeep, you will only receive a £10 cancellation fee