What Changes
The journey for callbacks and aftercare in a construction and home services business. Today: 4 steps you do and 1 times it waits. With the fix: 1 and 0.
Construction and Home Services: callback, van.
The journey for callbacks and aftercare in a dental and veterinary clinics business. Today: 4 steps you do and 1 times it waits. With the fix: 1 and 0.
Dental and Veterinary Clinics: patient, remedial appointment.
The journey for callbacks and aftercare in a estate and letting agents business. Today: 4 steps you do and 1 times it waits. With the fix: 1 and 0.
Estate and Letting Agents: tenant repair, contractor, landlord approval.
The journey for callbacks and aftercare in a garages and car servicing business. Today: 4 steps you do and 1 times it waits. With the fix: 1 and 0.
Garages and Car Servicing: comeback, job card.
Today
- You: Customer rings, the problem’s back.
- You: A note on the dashboard.
- Waiting: Forgotten.
- You: Customer rings again, angrier.
- You: Someone goes back without knowing it’s the second time.
- Steps You Do
- 4
- Times It Waits
- 1
With the Fix
- Runs on its own: Callback logged with photos.
- Runs on its own: Booked, and the customer told when.
- You: The team fixes it.
- Runs on its own: Closed when the customer confirms.
- Runs on its own: Repeat faults flagged.
- Runs on its own: A check-in a few weeks after each job.
- Steps You Do
- 1
- Times It Waits
- 0
- Every callback or repair request is logged with photos, by text, email or a short form.
- It’s booked into the diary and the customer is told when.
- It’s tracked until the customer confirms it’s fixed.
- Repeat faults on the same job, product or property are flagged.
- A check-in a few weeks after each job catches problems early.
- For letting agents, tenant repairs are sorted by urgency, sent to the right contractor and passed to the landlord for approval where needed.
Illustrative example. Today: A note on the van dashboard: “Go back to [Customer]. Leak?” No date, no photo. After the fix: “Callback [n]: [Customer], [job] from [date]. Photos received. Booked [date]. Fixed, confirmed by [Customer] on [date].” “Repeat fault: [product] at [n] addresses this year.” “Check-in sent to [Customer], [n] weeks after the job.”.
Illustrative. Your business carries your own details.
What It Costs You
Of home-repair customers with a problem, 18% said the job didn’t fix it and 19% paid extra to have it redone; 13% of double-glazing customers had problems after installation.
Source: Citizens Advice, Built to fail; Which?
Illustrative example. Today: A patient rings: “[Problem] again.” Reception books a routine check-up in [n] weeks. After the fix: “Remedial request: [Patient], [treatment] from [date]. Photo received. Booked with [Dentist] on [date].” “Check-in sent [n] weeks after treatment.”.
Illustrative. Your business carries your own details.
What It Costs You
Perceived treatment failure was behind 82% of private dental complaint types in 2024, and 120 complaints ended in free remedial treatment.
Source: GDC Dental Complaints Service
Illustrative example. Today: A tenant email, “The [appliance] has stopped again”, forwarded twice. No contractor booked. The landlord doesn’t know. After the fix: “Repair [n]: [property], [issue], urgent. Sent to [contractor] at [time]. Landlord approval needed above £[x]: requested [time], approved [time]. Booked [date]. Tenant told.”.
Illustrative. Your business carries your own details.
What It Costs You
Repairs and maintenance was the top tenant complaint to The Property Ombudsman in 2024, with 2,030 enquiries.
Source: TPO Annual Review 2024
Illustrative example. Today: [Customer] is back with [Reg]. The job card from [date] is in a box somewhere. After the fix: “[Reg] is back with [fault], [n] days after job [n] on [date]. Same fault: yes. Booked [date], priority.” “Check-in sent [n] weeks after the repair.”.
Illustrative. Your business carries your own details.
What It Costs You
The Motor Ombudsman names repeat attempts that did not fix the fault among the causes of its 4,847 service and repair cases in the first nine months of 2024.
Source: The Motor Ombudsman
What You Do
Set the urgency rules and spending limits. Anything about safety goes to a person straight away.
What It Runs On
Your diary, phone and email, and your job records if you have them.
Agreed Before We Start
Callbacks closed within the agreed time, repeat callbacks and complaints about repairs, before and after.
What We Agree Before We Start
| Measure | Before | After |
|---|---|---|
| Callbacks closed in the agreed time | ||
| Repeat callbacks | ||
| Complaints about repairs |
We fill this in with you before any work starts.
Questions Owners Ask
- What happens with anything to do with safety?
- It goes to a person straight away. Gas, electrics, water coming in and structural problems never wait in a queue.
- How does it spot repeat faults?
- It matches each callback to the original job, product or address, and flags the same fault coming back.
- For letting agents, does the landlord still approve repairs?
- Yes, above the spending limit you set for each landlord.
Pick One Problem
Tell us which one. We’ll tell you whether we can fix it and how long it takes.