Running a cleaning business involves working in homes, offices, and commercial spaces, where accidents and misunderstandings may occur. Whether a client claims that your team caused property damage, failed to meet expectations, or contributed to an injury, knowing how to respond may help protect your business.

A structured approach may assist in resolving the situation efficiently while maintaining your client and reputation.

1. Gather Information About the Incident

Before taking any action, collect all relevant details. A client claim may involve property damage, personal injury, or dissatisfaction with the cleaning service provided. Key steps include:

• Documenting the claim – Record the date, time, and location of the incident.
• Taking photos or videos – Capture images of the area before and after cleaning, particularly if the claim involves damage.
• Speaking with staff – Ask employees who were present for their account of the event.
• Reviewing checklists or service records – If your business uses a job completion checklist, reviewing it may help clarify what services were provided and any pre-existing damage.

Detailed records may assist in assessing the claim and providing necessary evidence if required by your insurer.

2. Notify Your Insurance Broker or Insurer

If your cleaning business has public liability insurance, contact your broker or insurer promptly. Public liability insurance may assist in covering compensation costs if a third party claims injury or property damage due to your services.

Common claims in the cleaning industry that may be covered include:

• Slips and falls – A client or visitor slips on a recently mopped floor
• Property damage – An employee accidentally spills a chemical on expensive furniture, causing stains.
• Breakages – A valuable item is knocked over while dusting or vacuuming.

Providing your insurer with all relevant details may help them assess the situation and guide you through the claims process.

3. Communicate with the Client Professionally

A prompt and professional response may help prevent the situation from escalating. Acknowledge the client’s concerns and let them know the matter is being reviewed. If appropriate, arrange to inspect the alleged damage or discuss the complaint further.

If the issue is minor, offering a reasonable solution, such as re-cleaning the area or repairing minor damage, may help maintain a positive relationship with the client. However, avoid admitting liability before consulting your insurer.

4. Review Contracts and Cleaning Policies

Having clear terms of service in place may assist in handling disputes. Check your service agreements for clauses relating to:

• Liability for accidental damage – Does your contract limit liability for damages caused by cleaning staff?
• Client responsibilities – If the claim involves a slip-and-fall, was the client informed to avoid walking on wet floors until dry?
• Pre-existing damage – Are staff required to document and report any damage they notice before starting a job?

Well-documented policies may provide clarity and support your position if a claim is made.

5. Work Towards a Resolution

If the claim is legitimate and within your responsibility, working towards a fair resolution may help prevent legal escalation. This may include:

• Repairing or replacing damaged property
• Offering a refund or discount on future services
• Implementing additional safety measures to prevent similar issues

If the claim is disputed or legal action is taken, seek advice from your insurer or a legal professional before responding further.

6. Strengthen Risk Management Practices

Taking steps to prevent future claims may help protect your cleaning business. Consider:

• Training staff – Ensure employees understand safe cleaning practices, including handling delicate surfaces and using warning signs for wet floors.
• Using appropriate cleaning products – Some chemicals may cause discolouration or damage if used incorrectly. Testing products on a small area first may reduce risks.
• Keeping records – Maintaining before-and-after photos, signed checklists, and incident reports may assist in responding to claims.
• Reviewing public liability insurance – Checking that your policy covers the risks specific to your business may help ensure you are protected.

Final Thoughts

While client claims for cleaning businesses may be challenging, handling them with professionalism and empathy may help minimise the impact on you and your business. Public liability insurance may provide financial protection in these situations. Speaking with an insurance broker may assist in ensuring your business has appropriate coverage in place.

Disclaimer: The content of this blog article is intended for general informational purposes only and should not be considered as professional advice. While we strive to ensure accuracy, we make no guarantees about the completeness or reliability of the information. For guidance regarding what and how much public liability insurance cover you need, we recommend consulting with a business insurance broker. Any actions you take based on any information provided here are at your own discretion.