Case Study Loughton: How We Defended Our Client's Interests in Loughton, IG10

End of Tenancy Cleaning is a guaranteed service. If the job is not done up to standard, most cleaning companies offer a re-clean of the property or problematic areas, thereby ensuring the client will get their deposit back.

However, due to the transitory nature of the service, a time limit is in place to prevent abuse of the guarantee terms. In most cases, no agency would bother to do a re-clean after those 72 hours are up. But in this case, we made an exception to defend our client’s interests.


This was one of our smaller projects in terms of scope. It was a 2-bedroom, 2-bathroom flat in Loughton, IG10 with a monthly rent of £1775. The security deposit was £2660, so on the lower end of the service.

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What our customers say about us


Based on 158 reviews
Mar 2021
Deep Cleaning
We wanted to put our house for sale. Unfortunately, the tenants had left some ba...
Samantha Marquess
Jan 2021
One off deep cleaning
Samyx Cleaning provided a great apartment cleaning this week. The maid was on ti...
Marisha Sullivan
Feb 2021
Very pleased with the attention to detail that the team provides. In fact, I for...
Jemma Muller
Feb 2021
End Of Tenancy
They do quality work, the cleaners are friendly, on time, efficient and thorough...
Debra Morton
Feb 2021
Regular cleaning
Zara our cleaner comes every two weeks and after she leave, the place feels grea...
Amy Morton
Mar 2021
Move-in Deep clean
Excellent service, friendly, great price, good job done on whole house. Would us...
Joseph Cooper
Jan 2021
End off tenancy cleaning service
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Daphne Bells
Feb 2021
Regular Domestic Cleaning
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Ellen James
Jan 2021
One off cleaning
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Alyssa Ansbro

The Problem - Case Study Loughton

The client decided to hire us based on recommendations from a friend. We charged them £219, or a little over 8% of the security deposit.

We assumed everything had gone well because we didn’t hear from the client or the letting agent during our standard 72-hour guarantee.

Naturally, this wouldn’t be a very good case study if this was the end of the story. More than 10 days after the service was done, we got an email from the property manager that there were a few areas that needed additional attention. If we did not comply within a reasonable time frame, the email said, our client would be fined.

What our customers say about us


Based on 29 reviews
I have used Samyx cleaning and the service was gre...
I have used Samyx cleaning and the service was great. My tenant left the flat in...
Jake Conor
Amazing costumer services, and amazing company. I ...
Amazing costumer services, and amazing company. I am so lucky I found them. My w...
Absolutely the best
Absolutely the best. The level of service is just so high, so professional and a...
Absolutely amazing service!
Absolutely amazing service! I hired them before the Covid-19 situation. During t...
Rebecca Zegleman
Excellent end of tenancy cleaning was carried out ...
Excellent end of tenancy cleaning was carried out by tenancy cleaner. A team of ...
Christopher Nolan
Would recommend
Good service. Communication with the people coordinating the service is good and...
Simon O.
End of tenancy cleaning was perfect! Very good ser...
End of tenancy cleaning was perfect! Very good service for reasonable price! As ...
Amelia Smith
I am rating Samyx Cleaning with 5 stars, but defin...
I am rating Samyx Cleaning with 5 stars, but definitely would give and more if I...
Oscar Garcia
I was impressed with
I was impressed with the professionalism and efficiency of Samyx Cleaning when t...
Fiona McNicoll

The Solution - Case Study Loughton

It was a tough situation. On one hand, we didn’t want our client to lose a part of their security deposit after they’d hired us. We had to defend their interests on the matter.

On the other hand, asking for a re-clean over 10 days after the initial service and making vague financial threats also didn’t stand well with us. After all, it was unreasonable for us as a professional cleaning company to comply with such audacious demands. 

Yet we couldn’t leave our client hanging dry. We continued communicating with the property manager. They blamed the delay on the inventory clerk. We asked them to provide a list of problem areas, to which they refused.

Upon further investigation, we discovered the check-in and check-out inventory reports stated the same level of cleanliness. Therefore, we had left the property in the same condition our client found it.

After a few more emails, we finally managed to get through to them and our client let us know they were backing off.

Thinking Man - Case Study

The Result - Case Study Loughton

In the end, our client got their full deposit back. It was unfortunate they had to experience this stress because the property manager had decided time frames were irrelevant. However, we still managed to defend our client’s interests while also keeping up with our own business policies.