What happens if a cleaner damages something?

Cleaner broke something: what to do first

If a cleaner or technician damages something in your home, you can ask the company to repair, replace or pay for it, and you have further options if it will not agree. A clear record made on the day helps most. These steps are practical advice, not any agency's rule.

1. Stay calm and stop the job if needed. Ask for work near the damaged item to pause so nothing else gets moved or knocked.
2. Photograph the damage. Take close-ups and a wider shot, plus the item's brand label, model number or receipt.
3. Note who was working and when. Write down their names, the company that sent them and the time slot.
4. Message the company the same day. Say what happened, attach your photos and ask how it will repair, replace or pay for the item.
5. Keep every reply. Save messages and emails, note the gist of any call, and keep the broken item until the matter is settled.

If a company sent the cleaner, raise the damage in writing with the company, not only with the person who did the work. If you hired someone directly, you deal with that person, which is one of the differences between a cleaning company or freelance arrangement.

Company terms and insurance

Before you discuss who pays, read the company's terms in the booking confirmation, quotation, invoice or website. Look for a damage clause: whether it sets a time limit for reporting damage, excludes certain items or asks for proof such as photos or a receipt. Then follow what it asks for.

Next, ask whether the company holds liability insurance, sometimes called cleaner insurance, and whether it will claim on that policy for your item. If it will, ask what the insurer needs from you. Keep your cleaning damage claim to one clear written message: what happened, when, who was working, your photos and what you are asking for. For more on what to ask, see our guide to insurance for home repairs.

To be sure which business you are dealing with, check its Unique Entity Number (UEN). Our guide shows how to verify a contractor UEN and match it to the company you booked.

When you book again, note each company's answers on damage and insurance alongside the scope of work when you compare home service quotes.

If you cannot agree: CASE

If the company refuses a fair fix or no longer replies, get consumer advice before you decide on a claim. The Consumers Association of Singapore (CASE) is a non-profit, non-governmental organisation that promotes consumer interest. It runs a disputes consultation service: you submit your dispute online, and in-person consultations are by appointment only. Have your photos, the company's terms and your messages ready so you can set out the facts clearly.

You may come across the Lemon Law and wonder whether it helps. CASE explains that it lets consumers request repair, replacement, a reduction in price or rescission of the contract for goods that do not conform to the contract. The Lemon Law does not apply to services, so it does not cover damage done during a cleaning job.

If the other side is a contractor rather than a cleaning company, our guide to a dispute with a contractor walks through the process in more detail.

Small Claims Tribunals

If advice does not settle the matter, you can consider a claim at the Small Claims Tribunals. The Judiciary's eligibility page says you can file if the claim has a total value of up to S$20,000, or up to S$30,000 with a Memorandum of Consent from both parties, and is filed within 2 years of the event that creates the cause of action. The claim must also be of a listed type. These include a contract for the provision of services, a contract for the sale of goods, and damage to property that does not arise from the use of a motor vehicle and is not caused by a neighbour.

The Judiciary's filing guide says all applications must be filed through the Community Justice and Tribunals System (CJTS). The person filing is the claimant, the other party is the respondent, and the claim must be served on the respondent. Fees apply, so check them on that page before you file.

Before you file, put your evidence in order: your photos, the item's label or receipt, the booking terms, every message with the company and a short timeline of what happened. Keep copies of everything you send.

Avoid it next time

It is easier to prevent damage than to sort it out afterwards. Before the cleaner arrives, move fragile, valuable or sentimental items out of the way, and put away anything you would rather nobody handled. When the team arrives, walk them through your home and point out anything delicate, such as a glass table, a marble surface or a painted feature wall.

If a quote looks unusually low, read our guide to cheap house cleaning red flags before you book.

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