A straightforward guide from a team that's taken over enough cleaning contracts to know what usually goes wrong.
Choosing an office cleaning contractor isn't something you do every week.
When you find the right one, you'll probably stay with them for years. When you find the wrong one, you'll usually know within the first few weeks.
Standards begin to slip.
Communication becomes frustrating.
Little issues keep cropping up and nobody seems to take ownership.
We've seen it plenty of times.
At SM Cleaning & Support Services, we've taken over contracts across London where businesses weren't necessarily looking for a new cleaning company… they simply reached the point where enough was enough.
So whether you're comparing quotes for the first time or thinking about replacing your current contractor, this guide explains what we'd look for if we were in your shoes.
No sales pitch. Just honest advice from people who manage commercial cleaning contracts every day.
Before You Compare Prices... Compare People
It's natural to start with price.
Cleaning is another business expense and budgets matter.
But here's something worth remembering...
The cheapest contractor isn't always the least expensive one.
A poor cleaning company can cost you far more through complaints, disruption, unhappy staff and the time spent chasing problems.
You're not just paying for somebody to empty bins and vacuum carpets.
You're trusting a company with your workplace, your reputation and often your keys.
That's why we'd always suggest looking at the people behind the business before looking at the monthly figure.
1. Find Out Who Will Actually Be Looking After Your Building
This is probably the first question we'd ask.
Who will be responsible once the contract starts?
Not the salesperson.
Not the person who prepared the quote.
The people you'll actually deal with every week.
Ask questions like:
- Will I have a dedicated account manager?
- How often will somebody visit the site?
- Who carries out quality inspections?
- Who do I contact if there's a problem?
A professional cleaning company should be able to answer every one of those questions clearly.
At SM Cleaning, our directors Danny Steele and Sid Mitchell still spend time visiting sites and supporting our teams. We don't believe contracts should be managed from behind a desk. Being present means we spot things earlier, support our cleaners better and solve problems before they become bigger issues.
2. Don't Be Swayed by the Cheapest Quote
We've all compared prices before making a decision.
That's sensible.
But office cleaning isn't like buying printer paper.
If one quotation is significantly cheaper than the others, ask yourself why.
Has the contractor allowed fewer cleaning hours?
Will fewer staff be on site?
Are management visits included?
What about consumables?
Will the specification actually deliver the standard your office needs?
A detailed quote should explain exactly what's included. If anything is unclear, ask.
A good contractor will always be happy to talk you through it.
Check this out for a breakdown of office cleaning prices in 2026.
3. Ask How They'll Know if Standards Begin to Slip
Every cleaning company promises high standards.
The better question is...
How will they know if those standards start slipping?
The answer tells you a lot.
Good contractors don't wait until a client complains.
They carry out regular inspections.
They speak with clients.
They review completed work.
They act on feedback.
It's this ongoing management that keeps standards consistent month after month, not just during the first few weeks of a contract.
4. Who's Actually Coming Into Your Office?
Most office cleaning takes place outside normal working hours.
That means cleaners may have access to alarm systems, confidential areas and expensive equipment.
It's perfectly reasonable to ask:
- Are your cleaners employed directly?
- How are they trained?
- What happens if somebody is off sick?
- Who covers annual leave?
- Are supervisors available if needed?
The answers should be straightforward.
If a company struggles to explain how they manage their own teams, it's worth asking a few more questions.
5. Don't Just Read the Reviews... Read Between the Lines
Almost every cleaning company has positive reviews.
Look beyond the star rating.
Read what people actually say.
Do clients mention reliability?
Do they talk about communication?
Do they praise the same members of staff?
Are there comments about problems being sorted quickly?
Patterns matter more than perfect scores.
When dozens of clients consistently mention the same strengths, it's usually because that's what they experience day after day.
6. Ask How Quickly They Respond
No building runs perfectly all the time.
There'll be unexpected spills.
Last-minute meetings.
Extra visitors.
Occasional emergencies.
The important thing isn't whether these things happen.
It's how quickly your cleaning contractor responds when they do.
Ask what happens if you need additional support at short notice.
Who answers the phone?
Can somebody visit the site?
How quickly can they help?
Fast responses don't happen by accident. They come from good planning and local teams.
7. Make Sure They Understand Your Building
Every office works differently.
A busy headquarters has different requirements to a serviced office.
A creative studio has different priorities to a legal practice.
That's why a proper site visit matters.
Walking through the building allows a contractor to understand your layout, your busiest areas, security arrangements and the way your team uses the space.
It also means your quotation is based on reality, not guesswork.
If someone prices your contract after a two-minute phone call, they probably haven't seen enough to give meaningful advice.
8. Ask What Happens After You Say Yes
Winning the contract is only the beginning.
A good cleaning company should already have a clear plan for getting everything up and running.
That usually includes:
- Site surveys
- Cleaning schedules
- Risk assessments
- Staff introductions
- Stock management
- Regular quality inspections
- Clear reporting
A smooth start lays the foundations for a successful long-term partnership.
9. Look for a Company That Can Grow With You
Businesses change.
You might move offices.
Take on another floor.
Increase your headcount.
Open a second site.
It's worth asking whether your cleaning contractor can adapt alongside you.
Many businesses also need additional services over time, such as carpet cleaning, window cleaning, washroom consumables or deep cleaning.
Working with one trusted contractor often makes life much simpler.
10. Choose a Company That Takes Ownership
This is probably the biggest piece of advice we can give.
Things occasionally go wrong.
Nobody gets it right every single day.
What matters is what happens next.
Do they answer the phone?
Do they accept responsibility?
Do they fix the issue quickly?
Or do they make excuses?
The best cleaning companies aren't the ones that never have challenges.
They're the ones that deal with them properly.
Signs You've Found a Cleaning Company Worth Keeping
They Communicate Clearly
You shouldn't have to chase updates. A good contractor responds promptly, keeps you informed and follows through on what they promise.
They Take Ownership
If something isn't quite right, they accept responsibility, resolve the issue quickly and use it as an opportunity to improve.
Quality Stays Consistent
Great cleaning isn't about one impressive visit. It's about maintaining high standards week after week with regular inspections.
They Feel Like Part of Your Team
The best cleaning companies become trusted partners who understand your building, your people and how your business operates.
Questions We'd Always Recommend Asking
Before signing a contract, ask:
- Who will manage my site?
- How often do supervisors visit?
- What's included in the quotation?
- What's excluded?
- How do you monitor quality?
- What happens if my regular cleaner is unavailable?
- How quickly do you respond to urgent requests?
- How do I report any concerns?
You don't need complicated answers.
You just need honest ones.
Something to think about...
Choosing the right office cleaning contractor isn't about finding the lowest monthly cost.
It's about finding people you trust.
People who communicate well.
People who turn up when they say they will.
People who take pride in their work and take ownership when something needs putting right.
Get those things right and everything else becomes much easier.
If you're currently reviewing office cleaning contractors in London, we'd be happy to visit your site, talk through your requirements and provide a clear, straightforward proposal based on what your workplace actually needs.
No pressure.
No hard sell.
Just honest advice from a team that's proud of the work we do.