Are you dissatisfied with the cleaning service in your building, property, or residential complex? It’s a more common situation than you might think, and the first thing you should know is that it is possible to change the cleaning company in a community, provided you follow the proper procedures.
Owners in a building have the right to make decisions that improve coexistence and the building’s upkeep. Below, we explain when and how to change the cleaning company or even just the cleaning staff, what majority is required, and what aspects you should consider when hiring a new company. If you’re considering a change, this guide will help you do it correctly and with all the legal guarantees.
Can you change the cleaning company in a community?
Yes, provided that the established legal and contractual procedures are respected. Cleaning services in residential complexes, buildings, or estates are outsourced and must serve the needs of the community. Therefore, if the service does not meet expectations, the community can vote to replace it with another company.
However, to do it correctly, it’s important to consider aspects such as the current contract, notice periods, and the method of agreement approval . Furthermore, if the current company has been hired for a fixed term, there could be penalties for early termination, unless there is a justified reason.
Community rights against the contracted company
The community has the right to receive the contracted service with the agreed-upon quality and frequency, and to demand its fulfillment . If the company breaches the contract , whether through negligence, failure to adhere to schedules, excessive staff turnover, or improper use of products, the residents may justifiably terminate the agreement , even without waiting for the contract to expire.
They can also request reviews of conditions, demand the replacement of assigned staff, or conduct quality audits . All of this must be channeled through the president or the property manager, properly documented, and preferably communicated in writing to the company before taking more drastic measures.
Can only the employee be changed, or does the entire company have to be changed?
In some cases, the problem isn’t the company itself, but the employee assigned to the community. If there are ongoing complaints about their attitude, lack of professionalism, or negligence in their duties, the community can request a change of employee from the company without having to terminate the contract .
However, this change must be handled correctly: ideally, a formal complaint should be filed with the company, detailing the reasons, and a written request should be made for the assignment of a new employee . If the company refuses or does not offer a reasonable solution, then the option of changing companies altogether could be considered.
Common situations that lead to change
Although hiring a cleaning company is usually done with the intention of maintaining a stable relationship, in practice many communities of neighbors are forced to change companies for different reasons.
Lack of quality in service
One of the main reasons for considering a change is poor cleaning quality. If residents perceive that the common areas are not clean, that there is accumulated dirt, or that the contracted tasks are not being carried out, trust in the company quickly deteriorates.
In these cases, internal complaints typically begin, the signed contract is reviewed, and an assessment is made of whether the company is fulfilling its obligations. A persistent lack of quality over time is sufficient grounds to justify a change in the community’s minutes.
Failure to comply with agreed schedules or frequency
Another common reason is failure to adhere to agreed-upon work days, hours, or schedules. If the company commits to sending staff three days a week for two hours and then reduces the time or changes the schedule without consulting the client, it is breaching the agreement.
These changes may seem minor, but they directly affect community organization and the perception of the service. Regularly monitoring attendance and work duration can help document these types of non-compliance.
Constant staff turnover or unprofessional worker
Excessive employee turnover creates instability and a lack of control. Each new employee needs to adapt, and in some cases, this results in mistakes, oversights, or incomplete work. Furthermore, the residents’ trust is affected when there is no continuity in the person in charge.
On the other hand, it’s possible that the assigned worker is unsuitable, whether due to a lack of motivation, poor manners, or simply because they aren’t performing their tasks well. In these cases, the community can request a change of employee or, if the company doesn’t respond, consider changing providers altogether.
Communication problems with the company
A cleaning company must offer effective communication channels and prompt responses. When the community tries to contact the company about an issue and receives no response or is met with evasive answers, the feeling of being abandoned grows.
Lack of follow-up or supervision of work by the company is also a common source of dissatisfaction. Clear communication is key to resolving minor issues before they escalate into a breach of contract.
High budget
Over time, it is common for rates to rise, but if the price of the service no longer matches market conditions or the quality received, it is logical for residents to consider more competitive alternatives.
Comparing prices with other companies can reveal significant differences, even for the same type of service. A disproportionately high price compared to other options on the market is an objective and legitimate reason to consider switching providers.
Breach of contract
When a company fails to meet the terms of the contract, whether regarding tasks, materials, insurance, frequency, or assigned personnel, the community can terminate the contract for breach of contract. This is not only legal but also avoids having to wait for the agreement to expire if there is a justifiable reason.
In these cases, it is essential to document each incident and keep evidence (photographs, work reports, emails) to justify the decision to the neighbors or in case of conflict with the company.
Preference for a local company with better service and flexibility
Sometimes, the community isn’t dissatisfied with the cleaning service, but they’d like to switch because they find a local company that’s closer, offers better scheduling, or provides personalized service. These types of companies usually offer faster problem resolution and more direct follow-up.
The change may be based simply on the search for an improvement, without there necessarily being a conflict with the current supplier.
What majority is needed to switch cleaning companies?
Changing cleaning companies in a homeowners’ association is a decision that affects the community’s operations and budget. Therefore, it requires approval at a meeting, but not necessarily unanimity. The required majority will depend on the type of decision and when it is made.
What the Horizontal Property Law says
The Horizontal Property Law (LPH), which regulates community life in Spain, establishes that agreements relating to the hiring or termination of external services (such as the cleaning company) will be taken by a simple majority of the owners attending the meeting, provided that they in turn represent the majority of the participation quotas.
This means that unanimity is not required, nor is it necessary for all owners to vote: it is sufficient that there are more votes in favor than against at the meeting, and that these votes represent more than 50% of the ownership share. The agreement must be recorded in the minutes and communicated to those absent within the timeframes established by law.
Simple majority and special cases
A simple majority vote applies when deciding to hire, replace, or cancel a cleaning contract, provided it does not involve any construction work or extraordinary expenses outside the annual budget. In these cases, it is not necessary to convene an ordinary general meeting; it can be done through an extraordinary general meeting with that single item on the agenda.
In special cases, such as when the contract with the company includes minimum term clauses or penalties for early termination, it is advisable to consult the property manager or a lawyer to avoid legal issues. It is also important to review the current contract before voting for the change, in case it requires formal notice or has specific conditions for termination.
How is the change formalized?
Once the decision has been made to change cleaning companies in the community, it is important to follow a formal procedure to ensure the agreement is valid, transparent, and avoids conflicts with the outgoing company. These are the steps that should be followed.
Extraordinary meeting and minutes of the community
The first step is to call an extraordinary meeting, as these types of decisions do not require waiting for the ordinary annual meeting. The notice of the meeting must be sent to all owners with the minimum legal notice (generally 6 days), clearly stating the matter to be discussed.
During the meeting, the reason for the change should be explained, proposals should be presented if other companies have already been contacted, and the matter should be put to a vote. The result should be recorded in minutes signed by the chair and the secretary, specifying whether the simple majority required to approve the change was reached.
Drafting the item on the agenda
It is essential that the point to be discussed is clearly specified in the meeting agenda. For example: “Proposal to change the community’s cleaning company. Presentation of alternative budgets and vote on the agreement.”
This avoids confusion, allows owners to be informed beforehand, and ensures the agreement is legally valid. If a new supplier is proposed, it’s advisable to include their quote and terms so everyone can evaluate them during the meeting.
Official communication to the current company
Once the change is approved, it is mandatory to notify the current company of the community’s decision, respecting the notice period stipulated in the contract (usually between 15 and 30 days). The notification must be made in writing and preferably via certified mail with return receipt requested, to provide legal proof.
This notification should state the effective date of service completion and, if necessary, request the removal of keys, materials, or other items provided by the company. Properly completing this step will prevent future claims and facilitate a smooth transition to the new cleaning company.
Tips for choosing a new cleaning company
Once you’ve decided to switch providers, it’s important to choose your new supplier carefully to avoid repeating past mistakes. Here are some key points to consider before signing a new contract.
Experience and permanent staff
Look for a company with proven experience working with residential communities, as they understand the routines, needs, and schedules of these types of spaces. It’s also advisable that they employ permanent staff, not subcontractors, and guarantee continuity of assigned workers, which fosters trust and improves service quality.
Ask if they offer ongoing training to their staff, if they have liability insurance, and if they conduct regular quality control checks. These aspects are key to ensuring professional work in the long term.
Competitive price
While price is important, it shouldn’t be the only factor. A company with very low rates might offer poor service or have a high staff turnover. Ideally, you should compare several quotes and choose the one that offers a balance between price and added value (frequency, service duration, included products, etc.).
It’s also advisable to check exactly what the price includes: Do they provide products and materials? Do they charge for travel? Are there hidden costs or annual reviews?
Flexible hours
A good company should adapt to the community’s schedules, especially in buildings with constant traffic of residents, children, or elderly people. It’s important that they can arrive early in the morning, on weekends, or outside of peak hours, if the building requires it.
The ability to respond to unexpected events (breakdowns, one-off cleanings, accidents) is also a valuable asset. Ask if they offer emergency services or additional cleaning if the community needs it.
Transparent contract and ease of communication
Before hiring anyone, demand a clear, written contract, without fine print, specifying the tasks included, frequency, duration, cancellation conditions, and responsibilities. This will prevent misunderstandings and facilitate conflict resolution.
In addition, make sure the company has good customer service: that they respond quickly, are easy to contact, and have a designated representative to handle any issues. Clear communication is essential for a stable and satisfactory service.
References
Ask for references from other communities where they already work. A reputable company should be able to demonstrate its experience with real-world examples, and recommendations from other nearby communities can often help you make the right decision.
You can also check reviews on Google or social media, and see if the company is registered in official registries or industry associations, which adds an extra guarantee of professionalism.
Are you looking for a cleaning company in Mallorca for your homeowners' association?
At Nord Baleares, we specialize in professional cleaning services for residential communities throughout Mallorca, serving Palma, Inca, Manacor, Llucmajor, Marratxí, and other towns. We work with permanent staff, offer flexible schedules, competitive prices, and personalized service, always with a dedicated manager and a transparent contract.
If your community is considering changing cleaning companies or simply improving the service, contact us and we’ll prepare a no-obligation quote tailored to your building’s specific needs. We’ll help you take the step with complete confidence and a satisfaction guarantee.
