Customer is claiming discrimination against my business
Discussion
Hi all
I'll keep this reasonably brief, as I am aware that I do not want to put too much information out online but was hoping for a sense check on this situation I find myself in.
I run a domestic cleaning company. One of our clients is blind and has a guide dog. In April, we went into the home and found dog faeces on the carpets. An attempt had been made to clean this up, however due to the nature of being blind, this was not particularly effective. There was still quite a bit of mess dotted around the home, and we were not made aware of any of this before attending.
I emailed after the visit to explain that it falls outside of what we are able to clean. Our insurance does not cover for what is essentially a bio-hazard clean. Staff are not trained for this.
Fast forward to last week and we went in and again, dogs mess, however much worse. Not cleared up - just sitting on the carpet, partially trodden in, and evidence that it has been transported around the home. Clients claims to have not known about it. For this reason, again we were not made aware. I cannot fathom how you would not know this, due to the smell, but there you go.
I emailed over to explain again that we are not insured or trained to carry out bio-hazard cleaning, and that we were terminating our services. We had to dispose of various bits of cleaning equipment which were contaminated.
Customer has contacted us, claiming that we are discriminating against them because they are blind. The very first contact back after my email threatened us with taking this to social media, the newspapers and the local council.
I have tried to diffuse the situation as best I can, but at this stage, I just wanted to get a sense check and some general advice. I will look to seek legal advice, but I always value the opinions on here too.
I'm not even sure at this stage what form of resolution they are looking for.
So, what is everyone's thoughts?
I'll keep this reasonably brief, as I am aware that I do not want to put too much information out online but was hoping for a sense check on this situation I find myself in.
I run a domestic cleaning company. One of our clients is blind and has a guide dog. In April, we went into the home and found dog faeces on the carpets. An attempt had been made to clean this up, however due to the nature of being blind, this was not particularly effective. There was still quite a bit of mess dotted around the home, and we were not made aware of any of this before attending.
I emailed after the visit to explain that it falls outside of what we are able to clean. Our insurance does not cover for what is essentially a bio-hazard clean. Staff are not trained for this.
Fast forward to last week and we went in and again, dogs mess, however much worse. Not cleared up - just sitting on the carpet, partially trodden in, and evidence that it has been transported around the home. Clients claims to have not known about it. For this reason, again we were not made aware. I cannot fathom how you would not know this, due to the smell, but there you go.
I emailed over to explain again that we are not insured or trained to carry out bio-hazard cleaning, and that we were terminating our services. We had to dispose of various bits of cleaning equipment which were contaminated.
Customer has contacted us, claiming that we are discriminating against them because they are blind. The very first contact back after my email threatened us with taking this to social media, the newspapers and the local council.
I have tried to diffuse the situation as best I can, but at this stage, I just wanted to get a sense check and some general advice. I will look to seek legal advice, but I always value the opinions on here too.
I'm not even sure at this stage what form of resolution they are looking for.
So, what is everyone's thoughts?
Writhing said:
Who are you sending emails to?
Does the client have any community support?
Who is the landlord?
Emails are being sent directly to the client, which is who we have the contract with.Does the client have any community support?
Who is the landlord?
No idea if the client has community support unfortunately. Unless they offer up this information, I feel we cannot really ask.
Not sure if the property is privately owned or rented. Again, it doesn't pop up on our radar unless we are told.
Cheers for your quick reply - it is much appreciated!
Pica-Pica said:
I would advise the Council that you consider there to be a very vulnerable resident on their patch. They probably know, but may need a stronger reminder. How you word it is up to you.
I agree, this may be a route that I go down, however I am worried that we are overstepping our responsibilities. I have no idea if we are allowed to make referrals like that, especially if they are unwanted.But in the short term, they are claiming that we are discriminating against them, where this simply isn't the case. We have a blanket policy against doing any bio-hazard cleaning, simply due to the lack of relevant training and insurance.
Cheers
Perhaps you need a contract with a specialist cleaner to be called in at his cost when he has spread dog crap all over his house.
Guide dogs tend to be highly trained and should not be crapping in the house. Again perhaps RNIB/RSPCA need a chat with him. Just because he is blind, does not mean that he should not look after his dog - who obviously is there to look after him.
Guide dogs tend to be highly trained and should not be crapping in the house. Again perhaps RNIB/RSPCA need a chat with him. Just because he is blind, does not mean that he should not look after his dog - who obviously is there to look after him.
Ok, make sure you record everything . If you have to make the decision to end the contact, make sure you list the reasons and make a record. The emails should be enough. Then suggest an alternative cleaning company and offer support to make contact with them.
Alternatively, you could train your staff to deal with this issue.
Alternatively, you could train your staff to deal with this issue.
You are emailing a customer who is blind ?? Might ir be better to have a verbal conversation
What is your company contracted to do ?
As i understand it you are only required to make "reasonable adjustments",....is buying more equipment, additional training for staff, additional costs on equipment and disposal, additional insurance cover a "reasonable" adjustment
What is your company contracted to do ?
As i understand it you are only required to make "reasonable adjustments",....is buying more equipment, additional training for staff, additional costs on equipment and disposal, additional insurance cover a "reasonable" adjustment
Do you inform clients about your terms and conditions (particularly relevant would be inability to deal with bio-waste in this case) before you take up work with them?
Something does seem strange however because guide dogs are obviously extremely well-trained, therefore defecating in the house suggests either something wrong with the dog or neglect of the dog.....
Something does seem strange however because guide dogs are obviously extremely well-trained, therefore defecating in the house suggests either something wrong with the dog or neglect of the dog.....
Perfectly valid reasons to terminate.
I would refund the customer (making sure to state it in a email) and stand by your reasons why you have terminated the service.
Atleast then if they do go down the trial by social media route you have evidence of atleast trying to make the situation right.
Just my 2p!
I would refund the customer (making sure to state it in a email) and stand by your reasons why you have terminated the service.
Atleast then if they do go down the trial by social media route you have evidence of atleast trying to make the situation right.
Just my 2p!
Pica-Pica said:
I would advise the Council that you consider there to be a very vulnerable resident on their patch. They probably know, but may need a stronger reminder. How you word it is up to you.
Agreed. Apart from that, yes you should take legal advice but otherwise I think you stand your ground, take no further action and don't respond to social media or the press. This will only escalate the situation. It may blow over, so wait and see if the client takes it further. If he takes legal advice he may well be told that he hasn't got a case. As you say it isn't clear at his stage what he wants out of it. Wing Commander said:
Pica-Pica said:
I would advise the Council that you consider there to be a very vulnerable resident on their patch. They probably know, but may need a stronger reminder. How you word it is up to you.
I agree, this may be a route that I go down, however I am worried that we are overstepping our responsibilities. I have no idea if we are allowed to make referrals like that, especially if they are unwanted.But in the short term, they are claiming that we are discriminating against them, where this simply isn't the case. We have a blanket policy against doing any bio-hazard cleaning, simply due to the lack of relevant training and insurance.
Cheers
).Thanks everyone
Rather than respond to each comment, I will try and answer them all here:
After the first incident, I told them that they need to have a professional carpet clean carried out, to which I was told that they didn’t think they needed it.
As many have said, something is not right about a guide dog doing its business around the home. But for some reason, that is what is happening.
I am recording everything via email. They left a voicemail yesterday (that was their initial contact after my email cancelling the services). I was unable to take the phone at the time, which was lucky as it is good to have the voicemail.
Training staff to deal with the bio-hazard is not really feasible. These services are charged out at an order of magnitude higher than we do for our “regular” services, and its not a niche that I want to take my business into. The amount of money, work, training, insurance, equipment needed to blow into that sector is not for me.
Emails are the preferred method of contact for this client, and since this has all started, it makes sense to have it written.
I was against the idea of making recommendations of other cleaning companies, but I am coming around to the idea. They will do their own duedil on signing up new clients, I guess.
I have checked back over the Terms and Conditions that this client was provided with, and it is an older version which does not specifically mention human or animal waste being excluded (it has now been added to our contracts for the last 18 months or so), but I did state what we could and couldn’t do after the first incident, to which they acknowledged.
Refunding the last visit would probably be a good move on my part – by doing so, am I accepting any form of blame?
I’m not in the least bit worried by trial by social media or the papers etc. I am more concerned about any legal action.
Will contact our insurers to see what they can suggest
Thank you all – the advice is much appreciated, as always
Rather than respond to each comment, I will try and answer them all here:
After the first incident, I told them that they need to have a professional carpet clean carried out, to which I was told that they didn’t think they needed it.
As many have said, something is not right about a guide dog doing its business around the home. But for some reason, that is what is happening.
I am recording everything via email. They left a voicemail yesterday (that was their initial contact after my email cancelling the services). I was unable to take the phone at the time, which was lucky as it is good to have the voicemail.
Training staff to deal with the bio-hazard is not really feasible. These services are charged out at an order of magnitude higher than we do for our “regular” services, and its not a niche that I want to take my business into. The amount of money, work, training, insurance, equipment needed to blow into that sector is not for me.
Emails are the preferred method of contact for this client, and since this has all started, it makes sense to have it written.
I was against the idea of making recommendations of other cleaning companies, but I am coming around to the idea. They will do their own duedil on signing up new clients, I guess.
I have checked back over the Terms and Conditions that this client was provided with, and it is an older version which does not specifically mention human or animal waste being excluded (it has now been added to our contracts for the last 18 months or so), but I did state what we could and couldn’t do after the first incident, to which they acknowledged.
Refunding the last visit would probably be a good move on my part – by doing so, am I accepting any form of blame?
I’m not in the least bit worried by trial by social media or the papers etc. I am more concerned about any legal action.
Will contact our insurers to see what they can suggest
Thank you all – the advice is much appreciated, as always
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