A cleaning contract can run to many pages and still say very little that helps. The clauses about notice and payment are easy to find, but the part that decides whether you get a clean building is often a loose sentence about “a high standard of cleaning”. A service level agreement, usually shortened to SLA, is the document or section that turns that sentence into something you can check. For a small business owner buying contract cleaning services for the first time, it is worth understanding what a good one contains. This is a plain English guide, not legal advice. If a contract is large or unusual, get it reviewed by a solicitor.
What a service level agreement is for
An SLA describes the service you are buying, how it will be measured and what happens when it is not delivered. Think of it as a shared checklist and a shared set of rules. It protects the customer, because it shows what was agreed. It also protects the contractor, because it shows what is and is not included, and sets a fair standard to be judged against.
Without one, disagreements are about opinions. One person says the toilets were poor and another says they were fine. With one, both sides can point to a task, a frequency and an agreed way of checking.
The specification by area
The core of an SLA is the specification. It breaks the premises into areas and lists what is done in each, and how often. A useful specification is specific enough that a stranger could carry it out.
- Entrance and reception, covering floors, mats, glass, desks and seating.
- Open plan offices, covering desks, floors, bins and shared equipment.
- Meeting rooms, covering tables, chairs, whiteboards and glass.
- Kitchens and break rooms, covering worktops, sinks, appliances’ exteriors, floors and bins.
- Toilets and washrooms, covering fixtures, floors, consumables and bins.
- Corridors, stairs and lifts, covering floors, handrails and glass.
- Periodic work, such as carpet cleaning, high dusting and window cleaning.
Each line should say what is done and how often. “Toilets cleaned daily” is better than “toilets cleaned”. “Floors vacuumed daily and mopped twice a week” is better than “floors cleaned”. It is also sensible to say what is not included, such as the contents of desks, confidential papers, specialist equipment and anything that needs another trade.
Frequencies and visit times
The SLA should state the days of the week and the hours when the cleaner will attend, and how long each visit is expected to last. It should describe what happens on bank holidays and during any closures, and how cover works if the usual cleaner is absent. If you need a different pattern for busy times, such as extra visits in a particular month, mention it, or describe how changes are requested and priced.
Quality checks and who signs them off
This is the section that gives an SLA its teeth. It sets out how the standard is checked, by whom and how often. Good arrangements include several of the following.
- A regular supervisor inspection, with a short written report.
- A walk-round with the customer’s nominated person on a set schedule.
- A simple scoring or tick sheet, so that results can be compared month to month.
- A log book or app entry at each visit that records the work done.
- A named person on each side who signs off the inspection.
Spell out what a pass looks like. For example, a floor is free of visible dirt and marks, a toilet is clean and stocked, and a desk is wiped. Keep the criteria visible and reasonable. A standard that no cleaner could meet is as unhelpful as one that is too vague to enforce.
Response times for missed tasks
Even the best teams miss a task occasionally. The SLA should say how quickly a problem will be put right once it is reported. It might say that a missed task reported before a given hour is corrected the same day, or that a more serious issue gets a faster response. Include how to report it, to whom, and how that report is recorded. This is a practical clause, and it saves a great deal of friction.
Complaints and how they are logged
A complaints process should be simple. Say who receives a complaint, how it is acknowledged, how it is investigated and when the customer gets an answer. Logging complaints in one place makes patterns visible, such as the same area being missed or the same night going wrong. The SLA should say that the contractor keeps a record, and that the customer can see it at review meetings.
Review meetings
Regular reviews keep the arrangement healthy. Monthly is common in the early stages, moving to quarterly when things settle. A review meeting looks at inspection results, complaints, any changes in the building or the use of the space and any adjustments to the scope. Put the meeting dates in the diary and keep brief notes. A contract that is never reviewed drifts away from what the building needs.
What happens when the standard slips
Be clear about the consequences, and keep them proportionate. Many agreements use a stepped approach.
- First, the issue is reported and put right within the agreed response time.
- If problems recur, a written notice sets out the issue and asks for an improvement plan.
- If the plan does not work, the customer may be entitled to a reduction in the monthly fee for the affected period, or to extra visits at no charge.
- If the standard stays poor, the agreement may allow early termination, as set out in the contract’s notice terms.
Check what the contract says about these steps and whether they are workable. Terms such as fee credits and termination rights are legal matters, so take advice if you are unsure. Do not add duties that neither side has actually agreed to, and do not assume a clause exists because it seems fair.
Other items worth including
- The names and contact details of the account manager on each side.
- The products and equipment used, and who supplies them.
- Health and safety paperwork, such as risk assessments and safety data sheets.
- Insurance details, including the cover held by the contractor.
- Staff vetting and training, as described by the contractor.
- Key holding and security arrangements.
- Environmental or sustainability commitments, if they matter to you.
Where the SLA fits among the other contract documents
The SLA normally sits alongside the main terms and conditions, a price schedule and the specification. Read them together, because a conflict between them is a common source of dispute. If the price schedule describes a different frequency from the SLA, ask which one takes priority and have it corrected. The people who write procurement guidance, such as the Chartered Institute of Procurement and Supply, describe themselves as a professional body for procurement and supply, and their material is a useful reminder that buying a service well means defining what you want, measuring it and managing the supplier over time.
Keeping the agreement short enough to use
A service level agreement that nobody reads is no better than none. For a small business, two or three pages is usually enough, with the specification as a table. Use plain words and avoid copying clauses from a template that do not apply to your premises. Make sure the person who will manage the contract day to day has read it and understands it, not only the person who signed it. Keep a copy somewhere the cleaner’s supervisor and your own team can both find it, and bring it out at review meetings. When the building changes, such as a new meeting room, a refitted kitchen or a change in opening hours, update the specification and note the date. A short document that stays accurate beats a long one that slowly stops describing the building.
Choosing a contractor who will sign one
A provider that is confident in its work will be comfortable with a clear SLA. Ask to see a sample, and ask how they inspect their own work. Exclusive Pro Cleaning describes its approach to cleaning contractors on its website, and the office cleaning page lists what a routine visit might cover. The wider commercial cleaning section is a useful starting point for working out which services you need in the specification.
Questions about service level agreements
Do I need an SLA for a small cleaning contract?
It is sensible. Even a one-page document that lists areas, frequencies and checks helps both sides know where they stand.
Who should carry out the inspections?
Ideally both sides take part. The contractor’s supervisor inspects regularly, and the customer’s nominated person confirms the result.
What if my cleaner keeps missing the same task?
Report it in writing, ask for the agreed correction and raise it at the next review. If it persists, follow the steps in the agreement.
Can an SLA be changed later?
Yes, if both sides agree. Write the change down, date it and keep it with the contract.