Customer Care Engineer Report

• Site conducted

  Select

• Engineer carrying out Report

• Date & time of arrival

  Date

Address Details

• Residents name

• Development

• Address

• Postcode

Engineers Report

Health and Safety

• Have you checked the property is safe to enter if there has been a leak - Has the electricity tripped or is the water is live? - Provide a brief description of any risk (Electrics can be isolated at 3 different locations, either in meter cabinet, riser or fuseboard - if unsure organise electrician to attend)

• Risk Assessment of Resident House - Have you noticed anything that maybe dangerous and asked client to move it? Provide brief description of any and what you doing to make the risk acceptable

• Personal Risk Assessment - Think of slips, trips and falls, working at height and manual handling - Provide a brief description of any risks and what you doing to make the risk acceptable

• Have you completed HS46 HAVS - Vibration Exposure Record?

  Yes

  No

  N/A

• Has the occupant giving you access confirmed they are 18 or over?

  Yes

  No

  N/A

Location of Defect

• What is the defect reported?

• Location of defect reported

• Take detailed and multiple photos of working area - Showing surrounding areas and defect

  Media

Defect Report - Assessment

• Has damaged occurred to the property that will require repairs by other trades?

  Yes

  No

  N/A

• Is it Damage (<£2,000) or Extreme Damage (£2,000-£30,000)

  Damage

  Extreme Damage

• Have you isolated the water?

  Yes

  No

  N/A

• Call the office to update on the situation

• Have you explained the Extreme Damage Policy to the Homeowner?

  Yes

  No

  N/A

• Take detailed and multiple pictures of all damages before completing any works

  Media

• Take detailed and multiple pictures of faulty fitting before rectifying

  Media

• Description - Works carried out

• Have you bagged the evidence?

  Yes

  No

  N/A

• Take detailed and multiple pictures of all damaged area after completing any works

  Media

• Parts Required?

  Yes

  No

  N/A

• What part is required - including manufacturer and part number?

• Why is new part required?

• Is the part installation fault?

  Yes

  No

  N/A

• Is the part manufacturer fault?

  Yes

  No

  N/A

• Take detailed and multiple pictures of the part

  Media

Sign off

• Take photo of completed work area:

  Media

• Customer Present?

  Yes

  No

  N/A

• Keys Supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Customer Signature

  Sign

• Engineer Signature

  Sign

• Provide date and time finished in property

  Date

• Did you use materials, if so what parts did you use - Qty & Part

• Further Works Required?

  Yes

  No

  N/A

• Description of further works required?

• Why are further works required?

• Do other trades need to attend?

• Is it installation fault?

  Yes

  No

  N/A

• Is it manufacturer fault?

  Yes

  No

  N/A

Sign off

• Take photo of completed work area:

  Media

• Customer Present?

  Yes

  No

  N/A

• Keys Supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Task complete?

  Yes

  No

  N/A

• Job Complete?

  Yes

  No

  N/A

• Customer Signature

  Sign

• Engineer Signature

  Sign

• Provide date and time finished in property

  Date

• Have you isolated the water?

  Yes

  No

  N/A

• Take detailed and multiple pictures of all damages before completing any works

  Media

• Take detailed and multiple pictures of faulty fitting before rectifying

  Media

• Description - Works carried out

• Take detailed and multiple pictures of all damaged areas after completing works

  Media

• Parts Required

  Yes

  No

  N/A

• What part is required - including manufacturer and part number?

• Why is new part required?

• Is the part installation fault?

  Yes

  No

  N/A

• Is the part manufacturer fault?

  Yes

  No

  N/A

• Take detailed and multiple pictures of the part

  Media

Sign off

• Take photo of completed work area:

  Media

• Customer Present?

  Yes

  No

  N/A

• Keys Supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Customer Signature

  Sign

• Engineer Signature

  Sign

• Provide date and time finished in property

  Date

• Did you use materials, if so what parts did you use - Qty & Part

• Further works required?

  Yes

  No

  N/A

• Description of further works required

• Why are further works required?

• Do other trades need to attend?

• Is it installation fault?

  Yes

  No

  N/A

• Is it manufacturer fault?

  Yes

  No

  N/A

Sign off

• Take photo of completed work area:

  Media

• Customer Present?

  Yes

  No

  N/A

• Keys Supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Task complete?

  Yes

  No

  N/A

• Job Complete?

  Yes

  No

  N/A

• Customer Signature

  Sign

• Engineer Signature

  Sign

• Provide date and time finished in property

  Date

• Description - Works carried out

• Parts required?

  Yes

  No

  N/A

• What part is required - Including manufacturer and part number?

• Why is the part required?

• Is the part installation fault?

  Yes

  No

  N/A

• Is the part manufacturer fault?

  Yes

  No

  N/A

• Take detailed and multiple pictures of the part

  Media

Sign off

• Take photo of final work space - showing surrounding areas and complete defect:

  Media

• Customer present?

  Yes

  No

  N/A

• Keys supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Customer Signature

  Sign

• Engineers Signature

  Sign

• Date and time of leaving property

  Date

• Did you use materials, if so what parts did you use? - Qty & Part

• Further Works required?

  Yes

  No

  N/A

• Description of further works required

• Why are further works required?

• Do other trades need to attend?

• Is it installation fault?

  Yes

  No

  N/A

• Is it manufacturer fault?

  Yes

  No

  N/A

Sign off

• Take photo of completed work area:

  Media

• Customer present?

  Yes

  No

  N/A

• Keys supplied?

  Yes

  No

  N/A

• Representative?

  Yes

  No

  N/A

• Chargeable?

  Yes

  No

  N/A

• CE?

  Yes

  No

  N/A

• Our responsibility in respect of firestopping is to notify of any damage or holes made during our corrective and this report serves as our notification to the builder - Please advise on any correction works?

• Task Complete?

  Yes

  No

  N/A

• Job Complete?

  Yes

  No

  N/A

• Customer signature

  Sign

• Engineers Signature

  Sign

• Provide date and time finished in property

  Date

• Laser M&E objective is to provide 100% customer satisfaction on each call. I confirm that I am 100% happy with the way my call has been handled today and have been given the opportunity to state otherwise.

  100% Happy

  Not 100% Happy

• Any comments to add?

• Please briefly describe your reasons so that your feedback can be considered in our review process.

• How do you feel Laser Mechanical & Electrical has handled your defect?

  Select Satisfactory Unsatisfactory

  • Satisfactory
  • Unsatisfactory

• Please can you explain why your experience was unsatisfactory and do you have any comments on how we can improve?

• Any comments to add?