A week later, still waiting for the paperwork
The customer is happy with the charger. What they do not have, a week later, is anything in writing. The certificate is on the fitter's tablet waiting to be uploaded. The manual is a PDF somewhere on the manufacturer's site. Nobody registered the warranty, or the fitter did it under his own email. The invoice arrived but the grant deduction is not explained. The customer's home insurer, or their landlord, asks for the certificate, and the customer rings you.
Handover has no owner
Everyone assumes someone else sends the paperwork. The fitter thinks the office does it. The office thinks the certificate software emails it. Accounts sends the invoice and nothing else. And every charger model has a different manual and warranty route, which nobody wants to look up for each job.
- Certificates are issued from separate software and sent, or not, separately.
- Manuals and quick-start guides are not linked to the model fitted.
- Warranty registration is manual, inconsistent or skipped.
- The customer's app account and settings are not written down for them.
- There is no record of what each customer actually received.
When handover is patchy
Customers ring for documents, which takes office time. Warranty claims are harder when the unit was never registered. Landlords and managing agents who need documents chase you, sometimes months later. And a good install ends on a poor impression, which matters for reviews and referrals, the main source of work for many installers.
Grant-funded jobs add their own confusion. Customers are not sure what the grant covered, what they paid and why the invoice shows the figures it does. A plain explanation at handover saves a phone call, and sometimes a dispute.
The handover pack we build
- When a job is signed off, the pack assembles from the job record: installation certificate, the manual and quick-start guide for the exact model fitted, the commissioning summary, the invoice and any grant explanation.
- Where a manufacturer offers an installer route for warranty registration, the unit is registered in the customer's name with their consent, and the confirmation is added to the pack.
- The pack goes to the customer as one email with attachments, or a private web page they can bookmark, with your support contact and the help pages for their charger.
- If an item is missing (say the certificate has not been uploaded), the pack waits and the owner of that item gets a task, rather than sending an incomplete pack.
- Every send is recorded, so when someone asks later you can resend in one click.
- Landlords, managing agents or partners who need copies can be added to the job and receive their own version.
| Document | How it goes now | How it goes with the pack |
|---|---|---|
| Certificate | Separately, when uploaded | In the pack, required before send |
| Manual and guide | Rarely | Matched to the model fitted |
| Warranty registration | Often skipped | Done where the manufacturer allows it |
| Invoice and grant note | Invoice only | Both, with a plain explanation |
| Record of what was sent | None | Logged, resend in one click |
Handover that finishes the job properly
Every customer gets the same complete pack, shortly after the install, without anyone remembering to send it. Calls for documents drop because the documents are in the customer's inbox and on a page they can find. Warranties are registered. And the handover becomes a natural moment to ask for a review, because the experience ended well.
The pack also protects you. If a question about the installation comes up a year later, you can show exactly what the customer was given and when, rather than relying on the fitter's recollection of a driveway conversation.
Could your handover be better?
- Customers ring to ask for their certificate.
- Warranty registration is left to the customer or forgotten.
- You could not say what paperwork a given customer received.
- Landlords and agents chase you for copies months later.
- Each fitter handles handover differently.