Ms Mackenzie herself, from south London, was sent what she described to the BBC as "a grovelling email - as if they'd killed my firstborn", then found her account had been credited with £5 to compensate for the inconvenience. She said that meant Handy had "profited £20 from her illness, about twice as much as they'd make if she turned up". New York-based Handy told the BBC the cleaner was automatically blocked by its system as she had appeared as a "no show". Handy said at no point was the cleaner banned and that it was now "reviewing its policy regarding waiving fees for emergencies such as this". It added that the fine was cancelled after the firm learned the reason for her not attending.
