Under the old bath
The old bath comes out. Under it, the floorboards are soft from years of a slow leak, and a joist has been notched too deep by whoever fitted the last suite. The fitter shows the customer, who nods and says do whatever is needed. The work is done. At the end, the invoice includes the extra, and the customer says they were never told it would cost that much.
Nobody was dishonest. The agreement just never had a price or a signature attached.
Why extras turn into disputes
Hidden conditions are part of refitting old bathrooms. The problem is not that extras happen but how they are agreed: in a hurry, on site, while the customer is anxious about the room being out of action.
- Fitters agree extras verbally to keep the job moving.
- Prices for extras are worked out afterwards in the office.
- There are no photos showing the customer what was found.
- Small extras are sometimes done free and sometimes charged, inconsistently.
- The final invoice is the first time the customer sees the total.
What informal extras cost
Disputed extras get discounted or written off to keep the peace. Extras done free are margin given away without anyone deciding to give it. The balance payment is delayed while the conversation happens. And a customer who felt surprised by the final bill is less likely to recommend you, even if the bathroom is excellent.
A variation order flow on the fitter's phone
- The fitter records what was found with photos and a short description, choosing from common items such as floorboard replacement, joist repair, pipework replacement or making good behind tiles.
- Each item is priced from your rate list, with a manual line for unusual work that the office prices quickly on screen.
- The customer sees the photos, the description and the price on the fitter's phone or a link, and approves or declines.
- If the customer declines, that is recorded too, with any note the fitter adds about the consequences.
- Approved variations are added to the job, the plan is adjusted if extra days are needed, and they appear as separate lines on the final invoice.
- Free extras are still recorded, with a zero price, so you can see how much is being given away.
| What was found | Recorded | Agreed |
|---|---|---|
| Soft floorboards under bath | Photos and area | Price approved before repair |
| Old lead pipework | Photos and run | Price approved or declined with a note |
| Plaster coming off with tiles | Photos and wall | Price approved before making good |
What you charge for extras and how your terms deal with hidden conditions are your decisions. The flow applies them and records the customer's approval.
After the change
Extras are agreed with a price and a photo before work goes ahead. The customer sees the total building up rather than meeting it at the end. The office stops working out prices for work already done. And you can see, across jobs, how often hidden conditions appear, which helps you word quotes and contingencies.
The flow also gives fitters confidence. They no longer have to name a price on the spot or worry about being blamed for an extra the customer disputes later. They record what they found, the price comes from the rate list or the office, and the customer decides. Everyone knows where they stand before the next floorboard comes up.
Is this happening on your refits?
- Extras are agreed verbally on site.
- Customers dispute extras on the final invoice.
- You do not know how much free extra work is done each month.
- Photos of hidden conditions are not stored with the job.