The Kitchen StudioWarranty and
maintenance

Stage 2

Check and book a visit

Decide if someone must go to site. The client must know what it will cost before anyone goes.

1

Look at what you have

Look at the photos, video and job records. Phone the client. Ask what is wrong and what might have caused it. Fix simple things by phone if it is safe. Never ask the client to lift heavy cupboards or try an unsafe repair.

Kind of jobWhat to do
Warranty may cover itSend someone to look. Tell the client the final decision comes after the visit. Do not charge for the visit automatically.
Warranty has run out and the phone call is not enoughQuote the call-out fee management has approved. The client must agree in writing before you book. If payment is needed first, wait for it.
Paid maintenance, or changes the client madeTell the client the call-out fee. Repairs and parts are quoted separately.
Cover or account is in disputeAsk the person who decides. Write down their decision before you charge, do free work or say no.
2

Say what the call-out fee covers

Tell the client the fee, whether VAT is included, travel costs, what it covers and when to pay. Say if the fee comes off the repair. Write down that they agreed. The fee does not cover parts or repairs. Those cost extra and must be approved.

3

Get the visit pack ready

Give the inspector the problem, job number, drawings, photos, earlier repairs and any charges the client agreed. Say if the visit is only to look, or if some work is approved.

4

Confirm the visit

Agree the date, time and who will meet you. Check access and parking. Take a tape or laser, level, square, marker, a phone and the inspection form. Take tools and parts only if the work is approved.

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