When it comes to outsourcing your cleaning function, a basic quote isn't enough to ensure consistent cleanliness and hygiene. In order to protect your workplace and ensure you get the services you pay for, you need a strong Service Level Agreement (SLA).
The SLA is a binding agreement, defining the standards, responsibilities and key performance indicators (KPIs) for your cleaning management. Continue reading to find out what should be in your SLA with a cleaning company.
Detailed Scope of Work and Cleaning Schedules
The SLA must clearly state what gets cleaned, how often, and to what standard. Vague promises like "regular office cleaning" lead to misaligned expectations.
- Frequency - Specify daily, weekly, monthly, and periodic deep-cleaning tasks, such as daily floor sanitisation vs. quarterly carpet extraction
- Area Specifications - Break down requirements by area, such as high-traffic lobbies, washrooms, kitchen break rooms, and sensitive IT server rooms.
- Task Lists - Detail expectations for high-touch surface sanitisation, waste collection, window washing, and restocking consumables.
Key Performance Indicators (KPIs) and Quality Metrics
To measure performance objectively, your SLA should establish measurable KPIs and an inspection framework.
- Cleaning Audits - Minimum 90–95% pass rate on monthly joint quality audits.
- Response Times - Emergency spill response within 1–2 hours; non-urgent issues within 24 hours
- Staffing and Attendance - 100% shift coverage, with pre-vetted relief staff supplied for absences
- Issue Resolution - 100% of logged complaints resolved within an agreed time frame
Compliance, Health & Safety, and Security
Commercial cleaners have access to your facilities, equipment, and often sensitive information. The SLA must enforce strict operational protocols.
- COSHH and Chemical Safety - Confirmation that all cleaning agents comply with health, safety, and environmental standards, such as COSHH regulations
- Staff Vetting and DBS Checks - Guarantees that all cleaning personnel have undergone background checks, right-to-work verification, and site security training.
- Security Protocols - Clear rules regarding key holding, alarm codes, locking up procedures, and data protection compliance, such as maintaining clean desk confidentiality
Supply and Equipment Management
Disputes often arise over who provides consumables, cleaning chemicals, and heavy equipment.
- Consumables Ownership - Clarify whether paper towels, soap, bin liners, and hand sanitiser are supplied by the cleaning company or the client.
- Eco-Friendly Products - Define any green cleaning standards, such as non-toxic or eco-certified products and microfibre systems to reduce waste.
- Equipment Maintenance - Require the contractor to maintain, PAT-test, and safely store all machinery, including vacuum cleaners and floor scrubbers)kept on-site.
Escalation Pathways, Penalties, and Termination
An SLA must outline what happens when service standards drop below the agreed threshold.
- Escalation Hierarchy - Define a clear chain of communication from the on-site supervisor up to the Account Manager.
- Rectification Windows - Give the contractor a set period (e.g., 24–48 hours) to fix audited failures before formal penalties apply.
- Service Credits & Financial Penalties - Include financial remedies, such as fee deductions or service credits, for repeated failures to meet minimum audit scores.
- Termination Clauses - State the terms for contract cancellation if default notices go unaddressed over a 30-to-60-day period.
Conclusion
A well-crafted SLA isn't about penalising your cleaning partner, it's about creating alignment, transparency, and accountability. By establishing clear standards, objective KPIs, and open communication channels from day one, you ensure your facilities remain hygienic, professional, and welcoming. If you are looking for a reputable, experienced, and reliable cleaning partner that prioritises transparency and consistency, contact Sloane Cleaning Services without delay. Our team are on hand to provide you with a free, no obligation quote.
