How we handle cleaning problems, from first call to closed.
The most common complaint about commercial cleaners is not the cleaning. It is a complaint that gets a slow reply, or no reply, and never quite gets fixed. This page sets out exactly what happens at Delta when something is missed, and how you can check it yourself.
- One message, to the owner, by portal, phone or email
- A reply from the owner within 30 minutes, Mon to Fri 7am to 6pm
- Re-attended and fixed at no extra cost when reported within 24 hours of the clean
- A status you can see in your portal until it is closed
- Checked again at the next scored inspection
Three steps, and you can see every one of them.
Every cleaner misses something eventually. What matters is what happens in the next 30 minutes and whether you have to chase it.
- 01
You tell us
Portal, phone or email, whichever is quickest for you. It goes to the owner, not a ticket queue.
One message - 02
You hear back within 30 minutes
Mon to Fri 7am to 6pm. A reply from the person who can fix it, with what happens next and when.
The owner replies - 03
You watch it to closed
The issue sits in your client portal with a status until it is resolved. Anything reported within 24 hours of a clean is re-attended at no extra cost.
Status in your portal
Why it works when others do not.
One person owns it
Every report goes to the owner. He does the walkthroughs, he does the inspections, and he takes the call. There is no account manager to relay a message through and no ticket queue for it to sit in. Every site has an assigned team leader. The team leader gets the fix organised; the owner stays accountable to you until it is closed.
The reply is timed, not vague
“We will get back to you” is not a commitment. Ours is 30 minutes, Mon to Fri 7am to 6pm, and it is a call or a written reply with what happens next and when. The client ratings below are how we check we are keeping it.
The fix is a term of the agreement
Anything reported within 24 hours of a clean is re-attended and fixed at no extra cost. It is written into the service agreement, so it does not depend on who you get on the phone or how busy the week is.
You can see it, so you do not have to ask
The issue sits in your client portal with a status from the moment it is logged until it is resolved. Upcoming cleans, past cleans and inspection scores are in the same place, so a missed item is usually picked up by the inspection before you notice it.
Communication is where we score highest.
- Communication10
- Reliability9.2
- Quality8.7
- Value8.8
Out of 10. Average of our client survey scores.
See it on your own site. Book the free walkthrough.
Free walkthrough, compliance pack shown, then a written scope and price. Nothing is signed until you are satisfied.
Fill in the form and the owner will call you within 30 minutes, Mon to Fri 7am to 6pm.
Short on time? The owner will call you back.
What you can hold us to, in writing.
Every item below is a term of the service agreement you sign, not a slogan. If we fall short, the agreement says what happens next.
Fixed within 24 hours
Any issue reported within 24 hours of a clean is re-attended and fixed at no extra cost.
A written agreement and scope
What is cleaned, how often and to what standard is written down and signed before the first visit.
$20 million public liability insurance
Public liability cover on every site, with a certificate of currency available on request.
WorkCover in place
Workers' compensation cover is in place for everyone who works on your site.
Scored inspections, shared
Every site is inspected on a scored checklist and you see the result in your client portal.
Replies within 30 minutes
Every enquiry is answered within 30 minutes, Mon to Fri 7am to 6pm.
A free walkthrough before any quote
The director walks the site with you first. No quote is ever given from a phone description.
The fine print, in plain English.
What counts as a problem?
Anything that is not what the written scope says: a missed bin, a bathroom that was not restocked, a floor that was not mopped, a cleaner who arrived late. It also includes things outside the scope that you want looked at. If you are not sure, report it anyway and we will tell you which it is.
What happens in the first 30 minutes?
Fill in the form and the owner will call you within 30 minutes, Mon to Fri 7am to 6pm. The same applies to a reported problem: the owner replies himself, during enquiry hours, with what will happen and when. Enquiries sent outside these hours are answered first thing the next business morning.
Is the fix free?
Yes, when it is reported within 24 hours of the clean. That is a term of the service agreement, not a goodwill gesture. We re-attend and fix the item at no extra cost. If a problem keeps repeating, the owner meets you on site and changes the scope or the routine.
How do I know it is actually closed?
The issue stays visible in your client portal with a status until it is resolved, and the next scored inspection checks the item again. You do not have to ring to find out.