"Not ideal"

I contacted Ideal Response following a sewage backup from my neighbours, which flooded my bathroom with sewage, and my hall carpet. I was in contact with Ideal Response throughout the day, and quoted £1,400 + VAT (totalling just over £1,700) to deep clean and sanitised the bathroom and remove the hall carpet (approximately 1x2m).

At around 4.30pm, the person I was liaising with said that they would attend the next morning (today, 30 October) instead as due to the time it would take it might create complaints with neighbour noise and I would probably need somewhere else to stay anyway because it would be very late by the time they finished. I was told to expect the crew at 6am the next morning.

Before the crew arrived, the plumbing/drainage people had cleared the blockage, and rinsed away the standing water and excrement in the shower and bath.

I therefore stayed in a hotel (my bathroom being completely unusable) and returned for 6am. The crew arrived just before 9.30am. Perhaps the comments from the agent I spoke to around noise and time, and the words ‘deep clean’, gave me unrealistic expectations but I had been expecting a thorough and deep clean. The crew stayed around 25 minutes including the time spent pulling up the carpet and underlay (although they stayed outside in their van for a further hour and a half), and the only equipment used was white cloths and sanitiser spray.

I examined the bathroom when they left and discovered that there was still excrement on the toilet around the hinges of the lid (from where the toilet had overflowed with the upstairs flat’s flushing), and that around the back of the toilet on the floor hadn’t been wiped at all - there were pieces of partly dissolved toilet paper and excrement visible. Corners of the floor also contained solids and there was a smear in the bath still.

I complained to the company, and the crew returned and spent a further 20 minutes wiping with the cloths and spray. I did then confirm that I was satisfied with the job but to be completely honest, I do not think it’s worth a fraction of what I paid for it.

For £1,400 + VAT, I certainly expected that everything would receive a very thorough scrubbing and full sanitising of the whole bathroom - who knows what splashed where while it was flooding? The whole floor had been flooded, along with the bath and shower (as sewage had backed up and come out of the drains of both) and the toilet had repeatedly overflowed onto the floor. I’m not sure if the walls, the sink, or the sides of the shower cubicle were touched at all. I don’t think they could have been in the time taken.

"Still waiting for refund after 6 months"

EDIT: I don’t know why Ideal Response has written this reply. I still don’t have my refund!

We paid in advance for a service we didn’t end up needing. After much negotiating, they agreed in writing to give us a £780 refund on 15 April. Every month since then, we’ve chased and our account manager keeps telling us we’ll get the refund. It’s now October 16 and we’re still waiting. It’s insane. We got a partial refund 23 July.
I’ve received so many apologies and am told we should receive it.
Finally I’m being ignored and am fed up.
Ideal Response - please can you finish refunding me. This is insane.

"we booked ideal response to clean our…"

we booked ideal response to clean our factory offices after a fire at a factory on the industrial estate we ate situated. I had to cancel at short notice the first booking to not being able to go on the site due to environmental and fire safety issues. the team of Henry/Petru/James/ Miguel were excellent. nothing was a problem and I was more than impressed with the quality of their work.

"Great experience"

Great experience, great communication with Frankie who was very helpful, was really impressed with the work and Chris went out of his way to help with a couple of things. All mould gone and looks lovely. I was worried about choosing who to do the work before as I didn’t have a clue but after some research went with ideal response and glad I did. Chris was lovely and polite and friendly as well. Thanks again.

"An absolutely amazing service from Ideal"

An absolutely amazing service from start to finish. From the outset with the very calm, reassuring and sensitive booking process via Frankie, giving us all the information I could possibly need and more and then the fabulous 5 star team of Istvan and Lee who couldn’t do enough for us on site. From the outset they worked non stop and performed an almost miraculous transformation - turning a hoarders house into a home again in 3 days. Everywhere they had been was left clean, sparkling and sweet smelling. They barely stopped. Nothing was too much trouble, again they handled the project sensitively and we wouldn’t hesitate to recommend Ideal Response and their hardworking team members. A huge thank you Istvan and Lee.

"IRG has specialists with strong…"

IRG has specialists with strong technical skills, but I would like to thank especially Jess, Talia and Rob for working together to resolve unexpected issues during the drying program. I very much valued Rob took extra time to listen to my feedback and went above and beyond to fix all snags, making sure I had good customer experience!

"Incredible Serivce"

I found myself in a bad situation at home. Poor mental and physical health led to my flat become a complete disgrace.

I called up on a wednesday and spoke to Jessica who was very kind and helpful. Within the space of 30 minutes I had my rubbish removal booked for friday.

The guys who came (Joel and Henry) couldn't have been kinder or more sensitive to the embarrassing situation i was in. They were here all day and did an amazing job. However i needed a second visit for the clean.

So, Joel contacted Jessica with his report and within 30 minutes i had my deep clean booked for the Monday.

Monday came along and Joel was back, this time with Dave. Again, both guys were incredible and went above and beyond during the clean. They also took the last of the rubbish away and even helped me fix a broken item in my flat.

I couldn't be happier with the service I recieved from everyone at a very stressful time for me.

Thank you everyone so much.

"After Death Clean - Excellent Job"

Unfortunately due to the circumstances around my dad's death an after-death clean of his property was required. This was obviously quite overwhelming and a sensitive situation, so it was a great relief to speak with Kian, who was incredibly helpful in handling the whole process from start to finish. He clearly explained everything that would be covered in the clean, taking down bespoke requests in the process. He also answered numerous calls from me where I probably repeated myself but he showed incredible patience, and was very understanding of the situation.

Mihaly and his colleague (I can't remember his name - apologies), arrived early at 8:15am, and were equally as fantastic as Kian. I was incredibly relieved to see how professional they were, and refused to answer questions from nosy neighbours. I was surprised to hear that they were finished early at 3pm, but I learned that not only had they finished the main room of the property, as agreed in my quote, but also the rest of the property as well. They did an absolutely outstanding job, removing all contaminated items, the smell, insects, sanitising all surfaces, tidying generally, and going so far as to stacking up post, wiping down laptop etc. and leaving in a place we could find it. They stayed for 30 mins to answer our never-ending questions, and gave incredibly useful advice on next steps, which we really appreciated. Kian will also be sending over a comprehensive set of photos and a hygiene certificate shortly, which will give good peace of mind.

Mihaly and his colleague were absolutely excellent and I can't speak highly enough of them - they were both extremely sensitive and understanding, going above and beyond what I had expected of them. Ideal Response conducted the whole clean brilliantly from start to finish, and while I hope I never have to use an after-death cleaning service again, if I do, I know where I will be headed. Thank you so much to everyone involved.

"Swift response"

Swift response, easy booking, good job and helpful advice

"Smoke Damage"

From the 1st phone call to Kian the process from start to finish was seamless, site survey was arranged very quickly and Paul’s knowledge of dealing with a severe smoke damaged property was excellent he gave me confidence that this company knew what they were doing. Paul and Tom did a great job on the clean and strip out Thanks team Kian, Paul & Tom for a great job