Third callout for the same boiler
Mrs Patel's boiler is showing a fault code again. Your engineer has never been to her house. He doesn't know it's the third time this winter, that the fan was replaced in November, or that the previous engineer suspected the PCB. He arrives, starts diagnosis from scratch, and orders a fan.
The notes existed. They were in two old job records under a slightly different spelling of her name.
Mrs Patel, understandably, asks why nobody seems to remember her boiler, when your firm has been out to it three times.
Why history gets lost
Most job systems record jobs against a customer. Customers move, landlords change tenants, names are spelled differently. The appliance, which is what the engineer actually works on, isn't a record in its own right. Its make, model and GC number are typed into free-text notes each visit, if at all.
| What the engineer needs | Where it usually is |
|---|---|
| Make, model and GC number | Free text in old jobs |
| Install date | Unknown unless you fitted it |
| Past faults and fixes | Scattered job notes |
| Parts fitted | Merchant invoices |
| Photos | Previous engineer's phone |
Landlord properties are the hardest. Tenants change, the name on the job changes each time, and the landlord may book through different agents over the years. The boiler stays exactly where it was, but its history is split across several customer records.
What blind visits cost
Diagnosis starts from scratch. Parts are ordered that were already replaced. Repeat faults aren't spotted as a pattern. Customers notice when an engineer knows nothing about their last three visits. And the right part isn't on the van because nobody knew the model.
It also affects quotes for replacement. When a boiler has had repeated faults, a clear history helps the customer understand why replacement might be worth considering, rather than feeling they are being sold to.
It also costs time on the phone. When a customer rings, the office cannot tell them anything useful about their boiler's history, so every call becomes a longer conversation.
The appliance history we build
- Appliance records: each appliance becomes a record tied to the address, not the customer name, with make, model, GC number and serial read from a data badge photo.
- History import: past jobs are matched to appliances by address, and details are extracted from old notes where possible, for the office to check.
- Visit log: every service, repair and part fitted is added to the appliance's history.
- Pre-visit view: the engineer sees the appliance's history on their phone when the job is allocated, including repeat faults highlighted.
- Parts prompt: common parts for that model are suggested for the van, based on the reported fault.
- Owner changes: when a property changes hands, the appliance history stays with the address.
Engineers can add notes to the appliance record, such as a sticky diverter or an awkward flue access, which the next engineer sees before arriving.
Engineers who know the boiler
Engineers arrive with context. Repeat faults are recognised. The right parts are more often on the van. Customers feel looked after. And the history supports your conversations with manufacturers about recurring problems.
It also helps when an engineer leaves. Their knowledge of regular customers' boilers is recorded in the appliance histories rather than walking out of the door with them.
It also helps when you are asked for a quote to replace a boiler you have serviced for years, because you can show the customer the full record of what has been done and why.
Does this happen to your team?
- Engineers arrive without knowing the boiler model.
- Parts are replaced that were changed recently.
- Repeat faults aren't noticed.
- Job history is recorded against customer names only.
- GC numbers are typed as free text, if at all.