Insufficient info on job sheet , job attended at wrongtime causing customer frustration
D1191 - insufficient info on call out report from April 26 , cause of call out probably float obstruction caused airlock but this was not explained to the customer or noted on the job sheet , customer now frustrated , I have called to explain and apologise , he will arrange payment asap . I have spoken the the engineer about the issue - AB
Reinforce engineer use of engineer app to record findings, explanations and sign-offs; retrain engineers on communicating outcomes to customers.
Customer received explanation and apology; payment arranged.
Incomplete job-sheet data and inconsistent on-site customer communication by engineers.
Update job-sheet templates to require key fields and evidence of customer contact; spot-check job sheets for completeness.
Some improvement noted with engineer app use; ongoing monitoring required.
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| From | To | Changed At | By | Note |
|---|---|---|---|---|
| Initial | In Review | 2026-06-01 07:09:31 | management review | Transcript summary: Insufficient information on job sheet (call-out report), causing wrong attendance time and customer frustration; engineer communication to customers was inadequate. Engineers coached; positive examples (Sam/Austin) noted in meeting. Monitoring planned. Root cause check: partial - Remedial measures (app use, retraining) underway but full adherence across teams not yet demonstrated. |
| - | Initial | 2026-04-17 07:20:54 | anonymous | - |