The One Document You Need to Stop Your Letting Agent from Underperforming

In a competitive and fast-paced market like Cambridge, landlords can’t afford guesswork. Partnering with letting agents Cambridge landlords trust means more than handing over keys — it’s about setting measurable expectations from day one. That’s where a Service Level Agreement (SLA) comes in.

A custom SLA isn’t just legal padding. It’s the operational backbone of your partnership, ensuring clarity, accountability, and consistency across every aspect of property management.

Why an SLA is Essential for Landlords

An SLA is a formal document that defines what your letting agent will deliver — and how reliably they’ll deliver it. Especially in high-demand cities like Cambridge, where tenant expectations are high and void periods are costly, an SLA can be the difference between seamless operations and constant firefighting.

Whether you're managing a house to let in Cambridge or short let Cambridge properties, having clear service standards:

• Reduces misunderstandings

• Keeps agents accountable

• Makes performance measurable

A strong SLA builds trust and ensures your property is managed to the highest standard — not just when things go smoothly, but especially when they don’t.

Key Components to Include in Your SLA

If you're working with Cambridge letting agents, here are the essentials you should negotiate into your agreement:

• Response Times: How quickly will the agent respond to tenant queries, emergencies, or landlord requests? Define specific timeframes — e.g., within 1 hour for emergencies, 24 hours for general enquiries.

• Maintenance Turnaround: Set timelines for addressing reported issues. For example, urgent repairs within 24–48 hours, minor repairs within 7 days.

• Inspection & Reporting Frequency: Include how often inspections will be conducted and how detailed the reports will be (with photos, checklists, etc.).

• Vacancy Protocols: For short term let in Cambridge properties, outline how quickly listings go live and the marketing actions to be taken to minimise void periods.

• Tenant Vetting Standards: Define what background checks, references, and ID verifications will be performed.

• Revenue & Performance Reports: Ask for monthly or quarterly reports tracking income, bookings, occupancy, and review scores — particularly useful for properties to let Cambridge landlords offer across platforms.

Common SLA Mistakes to Avoid

Even well-meaning agreements can fall flat if key details are missed.

• Vague Terms: Avoid non-specific language like “timely” or “reasonable effort.” Be clear with numbers, timeframes, and deliverables.

• No Review Checkpoints: SLAs should be reviewed periodically — ideally every 6 to 12 months — to reflect market changes and evolving needs.

• Lack of Penalties or Incentives: Without consequences for missed targets or bonuses for excellent service, there’s little accountability. This is especially relevant when managing multiple flats to let Cambridge landlords own.

When SLAs are too generic or one-sided, they fail to protect landlords from underperformance. Customisation is key.

Cambridge Stays Delivers SLA-Level Clarity Without the Jargon

At Cambridge Stays, we go beyond promises — we operate with measurable standards. Our agreements include clear expectations on guest communication, property upkeep, response times, and reporting, whether you own a short let apartment Cambridge tourists love or a flat to let Cambridge professionals lease long-term.

We don’t just manage your property — we commit to performance you can track.

No legalese, no fluff — just actionable benchmarks that show you exactly how your property is being cared for.

Let’s Build a Management Agreement That Proves Its Worth

An SLA doesn’t need to be complicated — it needs to be effective. If you’re ready for an agency that defines success and delivers on it, Cambridge Stays is your trusted partner.

Let’s put service standards on paper and performance in action.