Lighting & Electrical - Managing a Planned Maintenance and Service Contract

Document the agreed scope, visit schedule, exclusions, call-out terms, pricing, invoicing cycle, and named contacts in writing before any work begins.

Create a job record for each scheduled visit at the start of the contract year so no visits are missed and upcoming workload is visible to the operations team.

Issue the works order with site access detail, previous visit notes, and the digital inspection checklist before the engineer departs.

Engineer records all inspected items, test results, materials used by product code, defects found, and captures digital site sign-off before leaving.

Send the service report and any required certificates to the customer within one working day of the visit. The eForms App record is the source document.

For per-visit billing, raise the invoice the same day the service report is sent. For batch billing, compile all completed visit records and invoice at the agreed interval.

Create a separate works order for any defects requiring remedial work beyond the PPM scope. Issue a written quote before starting and a separate invoice on completion.

Twelve weeks before expiry, review the full visit history and invoice record. Issue the renewal proposal with updated pricing if labor or material costs have changed.

We complete maintenance visits but invoices don't always go out the same month - some run six to eight weeks before an invoice is raised, and some get missed entirely.

Engineers complete the work on site with no written record of what was inspected. If a customer disputes a finding or claims a visit was missed, we have nothing to show them.

Defects found during PPM visits get fixed on the same day without a separate quote, so the remedial cost gets absorbed into the contract fee and we cannot recover it.