Portal & SMS Text User Manual
Contents
1. boiler 13 10 2011 17 23 59 GC Number Update Text Add Update Version 1 0 Date 12 10 2011 Page 23 of 31 Remedial Work Required The final tab in this section is the remedial tab it is important that the information in here is factual and accurate as this information is relayed back to the customer and a request for them to action work against this work outside of their policy is often the outcome Select the remedial work required tab enter your update in the text box then click the green add update icon v Accept Jou Customer Contacted x a aad a Engineer Onsite AEA Complete Refuse Job x Homeserve Updates Boiler Updates f Ren dial Work Required Update Text Date Time Of Note Update Text Add Update Once you have submitted a remedial work required update you will be able to view this on the remedial work required tab sf Accept Job Customer Contacted Cannot Contact Y En jineer Onsite Further Work Complete Refuse Job Status not permitted x Homeserve Updates Boiler Updates Remedial Work F equired Update Text Date Time Of Note test remedial 13 10 2011 17 24 09 Update Text Add Update Version 1 0 Date 12 10 2011 Page 24 of 31 Section 6 SMS Contractor Set Up To set up the system it will require the use of SMS Text mobile numbers which the contractor must advise to HomeServe these will then be added to the contact methods in our claims system2. 2 HomeServe Contents Section 1 Introduction Introduction Logging on Search Support Section 2 Job List Homepage Job List Search Section 3 Job Details Customer Information Address Job Information Appliance Information Policy Information Payment Information Section 4 Processing a Job Accept Contacting the customer Engineer Onsite Further Work Complete Print Invoice Refuse Section 5 Other Updates General Update Boiler Update Remedial Required Section 6 SMS Contractor Set Up How to Use SMS Text What do HomeServe expect from the contractor Important Things to Remember Version 1 0 Date 12 10 2011 Page 2 of 31 Section 1 Introduction Introduction The HomeServe Job Portal has been designed to enable HomeServe and the Portal registered contractors to exchange information about allocated jobs electronically thereby improving the information available to all parties By utilising the HomeServe Job Portal as the deployment method this should not only reduce the number of chase calls received by the contractor from Homeserve but also enable quicker payment of contractor invoices Version 1 0 Date 12 10 2011 Page 3 of 31 Logging On The HomeServe Job Portal is a web based system and you will need to log on via your internet connection To do this you will need to access the following web address http www homeservejobs com Once you have accessed
3. Invoice Date 18 10 2011 11 Invoice Number HS00001 NOTE This will print to the computers default printer Version 1 0 Date 12 10 2011 Page 20 of 31 Refusing a Job If you are unable to accept the job there is a refuse job tab You must refuse the job by selecting the refuse job tab _ v Accept Job Customer Contacted x Cannot Contact Engineer Onsite Further Work Complete X Refuse Job Date Refusal Reason 18 10 2011 11 03 Select One Select the refusal reason from the drop down list then click the green refuse icon Customer Cancelled Policy Number Cause 4945 1655757 Job descriptions Home Phone Mobile Water supply internal Pip 01772758803 Other Phone Special instructions Non Boiler Fault Work Phone 01772758803 FAX SPECIAL INSTRUCTIO 01772758803 Notes No Operative Available CALL BACK INSTRUCTIO Customer unwilling to wait for NDC Out Of Area Fixed Rate Out Of Area Variable Rate v Accept Job Customer Contacted x Cannot Contact Y Engineer Onsite Fu Payment Queries Too Busy To Re attend Date 18 10 2011 11 03 Customer Cancelled Version 1 0 Date 12 10 2011 Page 21 of 31 Section 5 Other Updates General Update This is a free text box it is to be used to update HomeServe with any information that may assist in managing the customers claim Select the General Update tab enter your update in the text box then click the green add update icon tA Homeserve
4. There can be up to 5 SMS Text deployment mobile numbers listed and once added to the system all SMS Text deployments would then be sent to the mobile identified for that day Any changes needed should the phone be lost or damaged can be arranged easily through Network Support in the usual way All mobile phones to be used for SMS Text deployment must be registered with Esendex To register a phone with Esendex simply send the word HomeServe to 65186 Once this has been done Esendex will send a message back stating Invalid message format once this has been received the phone will be registered for SMS Text deployment How to Use SMS Text Save the Esendex phone number 65186 in the mobile phones to be used This is the correct number of digits and is known as a short code If the Esendex phone number has been saved in the mobile the sender identity will be shown when you receive a message so you will Know it is from HomeServe It is important to note that throughout the process that the texts must be forwarded and should not be edited in any way as the content is used for validation purposes New Job In the first instance a job deployed by SMS Text will present sufficient details of the job for the contractor to know the location and job type and this will allow the contractor to assess whether it can be accepted or not without HomeServe sending full customer details On receipt of the text the contractor will have 15 minutes to respond
5. CP1001 Mr CONTRACTOR PORTAL TR9 2NP O To view the job details you will need to click on the eye icon at the right hand side of the list This will then take you into the job detail screen Version 1 0 Date 12 10 2011 Page 10 of 31 Section 3 Job Details The job details screen contains all of the available information about the job All sections have selectable tabs and will allow you to view different aspects of job information Customer Job and Policy information tabs are the default on opening Jobs Log off Log Off 2 HomeServe Job Portal job number customer contact number status Mr RCPT CONTRACTOR Customer information Address Map Job information Appliance information Policy Information Payment Claim Center Name i Scheme description Mr CONTRACTOR PORTAL Finance Regression Generic Policy Number ype 4945 1655757 ipti Finance Regression Generic Home Phone Mobile ater supply internal Pipe Payment code 01772758803 Other Phone Special instructions Homeserve Claims Management Work Phone 01772758803 Ltd Upon successful completion of this 01772758803 repair the contractor must submit an CALL BACK INSTRUCTIONS itemised and costed Homeserve Claims Management Ltd Job Sheet All work must be charged according to the Homeserve Claims Management Ltd Address Appliance and Policy information tabs selected Jobs Log Off lomeServe Job Portal job numbe customer contact number status MR
6. Homeserve jobPortal Hello and welcome to the HomeServe EDI Job Portal Portal News The Portal will enable HomeServe and its Contractors to view and maintain accurate and up to date job information including costs and status This will significantly reduce telephone call traffic relating to work in progress and invoice queries meaning that most invoices will be paid more quickly Please ensure that you use the system as described in your training and follow the Portal User Guide that has been provided for your reference You can access the guide from the links at the bottom of any Portal page Should you have any problems with the Portal please contact Network Support via the normal channels Version 1 0 Date 12 10 2011 Page 9 of 31 Job List You are now at your open job list There are six different headings Job Incident Number Raised Time Engineer Reference Customer Name Customer Policy Number Status The jobs will automatically be listed in date order with the oldest job at the top Jobs Log off Log Off D HomeServe Job Portal contractor Impact Portal Search Job Status All Open Jobs v Date From Date To 18 10 2011 08 43 18 11 2011 08 43 Job Incident Number Raised Time Engineer Reference Customer Name Postcode Status 200029902 001 06 10 2011 11 39 32 CP1001 Mr CONTRACTOR PORTAL TR92NP O A 200030411 001 12 10 2011 08 58 54 CP1001 Mr CONTRACTOR PORTAL TR9 2NP Q O 200030423 001 12 10 2011 08 59 46
7. If a response has not been received within the 15 minutes the job will automatically be cancelled and the work passed to another contractor The first message alerting the contractor of a new job includes the following details Job Number New Job Postcode Date Contractor Code Short Job Description Accept Please note that the exact lay out of the information will depend on the type of mobile used Version 1 0 Date 12 10 2011 Page 25 of 31 To respond you must FORWARD the text to the Esendex number 65186 with a Y or N after the question mark Below is an example of a New Job message with the contractor s response ready to forward to Esendex AWCC 103895265 001 New Job PE7 4BT 2009 10 06 RTH5001 Water supply internal Radiator pipework Accept Y NOTE Jobs received by SMS Text must be accepted by SMS Text Job Rejected by Contractor In the event that the job is refused the work will be deployed to another contractor and the refusal logged for management information in the usual way Job Accepted by Contractor On accepting the job a second text with more complete details will be received allowing the contractor to contact the customer and arrange an ETA At the same time either a confirmation fax or EDI message will be sent to the contractor s office depending on the normal contact method The SMS message with full job details will include the following Job Number Full Job Postcode Contractor Co
8. Updates Boiler Updates Remedial Wos Required Date Time Of NoteUpdate Text Update real Add Update Back to List Some Links To Other Pages JobLogic Copyright 2011 Once you have submitted a general update you will be able to view this on the general update tab 3 Homeserve Updates 6 Boiler Updates ff Remedial Work Required Date Time Of Note Update Text 13 10 2011 17 23 40 test 13 10 2011 17 24 16 test gen Update Text Add Update Version 1 0 Date 12 10 2011 Page 22 of 31 Boiler Update The second tab is the Boiler update tab this is only to be filled in if the boiler information is different to the information supplied to you at the start of the job Select the Boiler Update tab enter the updated details then click the green add update icon sf Accept Job Customer Con acted Cannot Contact Y Engineer Onsite 7 Further Work GGT Status not permitted x Homeserve Updates Boiler Updates Remedial Wok a a Boiler Make Boiler Model Boiler GCNumber Update Text Date Time Of Note GC Number Update Text Add Update Once you have submitted a boiler update you will be able to view this on the general boiler tab vf Accept job C istomer Contacted x Cannot Contact Y Engineer Onsite 7 Further Work Complete 3 Homeserve Updat2s Boiler Updates Remedial Work Required Boiler Make Boiler Model Boiler GCNumber Update Text Date Time Of Note
9. Version 1 0 Date 12 10 2011 Page 12 of 31 Section 4 Processing a Job The bottom section of the job details screen contains the permitted update tabs Accept Job Customer Contacted or Cannot Contact which must be followed by Customer Contacted before the job can be moved to the next stage Engineer Onsite Further Work only required if the job cannot be completed on the first visit Complete Invoice Refuse Job The HomeServe Job Portal will only allow the user to select the next update based on the current status of the job I E if the job has been accepted the user will not be able to complete the job until the customer contacted and engineer on site updates have been processed Accepting the job job number customer contact number status MRS VILAS SONI ce New Job Customer information Job information Appliance information Claim Center Policy Information Payment Job raised date Scheme description MRS VILAS SONI 18 10 2011 00 00 00 Scheme Halifax BOS test 2 Policy Number Cause Claim center job no HX 7320179 Escape of water 2 Home Phone Mobile Job descriptions Special instructions 01772252401 Other Phone Pipe above ground Orci Please note the costs stated are Work Phone 01772252401 Special instructions inclusive of a 11 Notes Notes Please Select Option 2 the Partnership 75 exc VAT administration fee This Business Option will be deducted on payment v Accept job Customer Contacted x Cannot Contact
10. Y Engineer Onsite Further Work Complete 7 18 10 2011 BQ To accept the job select the accept job tab and click the green accept icon The date and time cannot by amended by the user as this is automatically populated by the HomeServe Job Portal Version 1 0 Date 12 10 2011 Page 13 of 31 Contacting the Customer If you are able to contact the customer and arrange an appointment you must enter the appointment date and time on the customer contacted tab and click the green customer contacted icon custome contact number status Mr CONTRACTOR PORTAL Job Accepted Claim Center Policy Information Payment d Scheme description Mr CONTRACTOR PORTAL 44 Finance Regression Generic Policy Number Claim center job no 4945 1655757 ipti REGN 200030928 001 Home Phone Mobile i AY Pi Special instructions 01772758803 j i i Customer is a HomeServe VIP Work Phone Notes 01772758803 Non Emergency CALL BACK INSTRUCTIONS v Accept Job Customer Contacted gt Cannot Contact 9 5 7 Further a Complete l Date Appointment Date 18 10 2011 09 18 18 10 2011 09 18 Customer Contacted NOTE The current date and time will again be set automatically by the HomeServe Job Portal and therefore cannot be amended by the user The appointment date and time MUST be after the deployed date and time Version 1 0 Date 12 10 2011 Page 14 of 31 If you are not able to contact the customer you must update the job by
11. a job is cancelled it is up to the contractor to ensure that all engineers involved are aware Late Acceptance If a contractor attempts to accept a job after the 15 minute window it will already have been cancelled and the job may have already been redeployed HomeServe Job Portal Contractors The use of SMS Text is designed to complement the use of the HomeServe Job Portal and be available when the office is closed If preferred the contractor can simply use the SMS Text out of office hours or can use a remote login to their HomeServe Job Portal to manage the jobs after receiving the SMS Text and accepting the job NOTE If the contractor chooses to use SMS Text out of hours the HomeServe Job Portal must also updated once the contractor returns to the office as any SMS Texts will update the HomeServe systems but WILL NOT update the Job Portal What do Homeserve expect from the contractor In order to have the desired impact in speeding communication improving contact and improving customer service all of the contractors and their engineers must be familiar with the system and committed to its use including all of the different types of updates Version 1 0 Date 12 10 2011 Page 29 of 31 Important Things to Remember e All mobiles need to be registered to receive and forward the text messages e The texts must be forwarded to the Esendex number 65186 do not send them direct to any HomeServe number e Do not edit the text conten
12. rstN ame CH HWS Repair Replace Fix Thermocouple CH HWS Repair Replace Fix Water leak in boiler CH HWS Test Safety inspection Complete CH HWS Test Low water pressure Version 1 0 Date 12 10 2011 Page 18 of 31 Enter the date and time that the job was started and completed then click the green Complete icon v Accept Job Customer Yontacted Cannot Contact Q Engineer Onsite Further Work Complete 7 Invoice Refuse Job Completion Code 18 10 2011 11 02 CH HWS Repair Replace Fix PCB board Visit Started On Visit Finshed On 18 10 2011 10 00 18 10 2011 11 00 EngineerFirstName EngineerLastName Joe Bloggs NOTE The current date and time will again be set automatically by the HomeServe Job Portal and therefore cannot be amended by the user The appointment date and time MUST be after the deployed date and time otherwise it will generate and error shown on page 13 Version 1 0 Date 12 10 2011 Page 19 of 31 Printing an invoice Once you have updated the HomeServe Job Portal to confirm the job is complete you will be able to print an invoice This will have all the required information and should ensure first time payment from HomeServe You can print an invoice by selecting the invoice tab entering your invoice number and click the green Print Invoice icon Vv Accept Job Custojmer Contacted x Cannot Contact Y Engineer Onsite Further Work Complete Invoice Xefuse Job
13. selecting the cannot contact tab and click the green cannot contact icon job number customer ccntact number status 200031015 001 Mr CONTRACTOR PORTAL Job information Appliance informati n Claim Center Policy Information Payment Customer information Job raised date Scheme description 18 10 2011 12 00 14 Finance Regression Generic Cause Claim center job no Job descriptions REGN 200031019 001 Water supply internal Pipe Special instructions Special instructions Customer is a HomeServe VIP FAX SPECIAL INSTRUCTIONS Notes Notes Non Emergency CALL BACK INSTRUCTIONS Name Mr CONTRACTOR PORTAL Policy Number 4945 1655757 Home Phone 01772758803 Work Phone 01772758803 01772758803 Date 18 10 2011 12 17 Cannot Contact v Accept Job Customer Contacted x ETa A Engineer Onsite a Work Complete i NOTE The current date and time will again be set automatically by the HomeServe Job Portal and therefore cannot be amended by the user This action will inform HomeServe that you have attempted to make contact with the customer but have been unsuccessful When you have successfully contacted the customer and arranged the appointment you must update the HomeServe Job Portal via the customer contacted tab see previous page Version 1 0 Date 12 10 2011 Page 15 of 31 Engineer Onsite Once the jobs has been accepted and the appointment has been
14. the web page you will be presented with the screen below at this point you will need to click onto the Log On tab in the top right hand corner of the screen Log On B HomeServe Job Portal Welcome to the Homeserve jobPortal Please login to access your jobs If you do not have a login then register Portal News The Portal will enable HomeServe and its Contractors to view and maintain accurate and up to date job information including costs and status This will significantly reduce telephone call traffic relating to work in progress and invoice queries meaning that most invoices will be paid more quickly Please ensure that you use the system as described in your training and follow the Portal User Guide that has been provided for your reference You can access the guide from the links at the bottom of any Portal page Should you have any problems with the Portal please contact Network Support via the normal channels Version 1 0 Date 12 10 2011 Page 4 of 31 When you click on the Log On button you will be directed to the page below Once here you will need to enter your unique User name and Password then click on the green Log On button at the bottom of the screen Log On D HomeServe Job Portal Portal Login Please enter your user name and password Account Login Email Address Password O Remember me Some Links To Othe Pages obLogic Copyright 2011 If you tick Remember me the Job Portal s
15. Full Job PE7 4BT RTH5001 Mr B Dickinson 22 Acacia Ave Peterborough Cambridgeshire 01526897541 07854126876 Water supply internal NOTE If you have not sent the CONTACT message any completion message will fail This will result in invoices being unpaid Job Updates Other updates that should be sent are e ONSITE The contractor is on site e FWRK NP The contractor is leaving site but further work is required to complete the job no parts e FWRKPART The contractor is leaving site and parts are required to complete the job By sending these updates as appropriate you will keep HomeServe updated of the job status and help to reduce the chase calls for information All of these updates are sent by adding the text to the start of the Full Job message as below and forwarding the message to Esendex on 65186 Version 1 0 Date 12 10 2011 Page 27 of 31 Onsite Message When the engineer arrives on site this message should be sent so Homeserve are aware that the job has started and the speed of attendance can be recorded for reporting to clients The Onsite message is sent by forwarding the Full Job SMS text message to the Esendex number 65186 adding ONSITE to the start of the message Below is an example of an onsite message ready to forward to Esendex Onsite AWCC 103895265 001 Full Job PE7 4BT RTH5001 Mr B Dickinson 22 Acacia Ave Peterborough Cambridgeshire 01526897541 07854126876 Water supply i
16. S VILAS SONI te y ew Job Customer information Job information E information Claim Center Policy Information Payment Name 30 ST IGNATIUS SQUARE PRESTON PR1 1TT Scheme description Halifax BOS Type Ultimate Reward Packaged Acc Payment code Homeserve Claims Management Ltd Upon successful completion of this repair the contractor must submit an itemised and costed Homeserve Claims Management Ltd Job Sheet All work must be charged according to the Homeserve Claims Management Ltd agreed schedule of rates Version 1 0 Date 12 10 2011 Page 11 of 31 The Payment tab shows the authorised costs on the selected job Jobs Log Off I HomeServe Job Portal job number custo contact number tomer MRS VILAS SONI Customer information Address Job information Appliance information Name Job raised date MRS VILAS SONI 11 10 2011 00 00 00 Policy Number Cause HX 7320174 System breakdown Home Phone Mobile Job descriptions 01772252401 Other Phone Combination boiler Authorised Value 118 17 Net Value 100 57 Total VAT 17 60 Work Phone 01772252401 Special instructions Notes Please Select Option 2 the Partnership Business Option Customer to pay 0 00 Admin fee 10 00 Admin fee VAT 1 75 NOTE Cost upgrades cannot be submitted via the HomeServe Job Portal these should be requested as per standard process Any approved changes to the payment details will be shown on the payment tab
17. de Customers Name Customer Address Customers Phone Numbers Mobile amp Landline Short Job Description Below is an example of the Full Job message received following the job acceptance AWCC 103895265 001 Full Job PE7 4BT RTH5001 Mr B Dickinson 22 Acacia Ave Peterborough Cambridgeshire 01526897541 07854126876 Water supply internal Radiator pipework AW Version 1 0 Date 12 10 2011 Page 26 of 31 NOTE The message can be forwarded to another engineer s mobile as long as it is registered and this can be either at the initial New Job message stage or following receipt of Full Job details This allows the person taking the work to it to the engineer who will attend site The engineer who attends can then send the on site text and completion text to the Esendex number Contact Updates When you have accepted a new job and received the full details it will be necessary to attempt to call the customer There are two updates that can be sent from this e CONTACT Contact with the customer has been successful e NOCONTACT Contact with the customer has been unsuccessful If the NOCONTACT update has been sent on a job the CONTACT message must be sent when contact is made The DONE message will not be accepted by the system if a CONTACT message has not been sent Any update that is sent to HomeServe via SMS is not case sensitive i e CONTACT and contact will be accepted as the same update Contact AWCC 103895265 001
18. equired then click done DEAaTUT JOU Status All Closed Jobs v Date From 18 10 2011 08 42 18 11 2011 08 42 o October 2011 oO Engineer Reference Customer Name Postcode Status Su Mo Tu 2 3 4 s 6 7 8l 9 10 11 12 13 14 15 2 crio Mr CONTRACTOR PORTAL TR9 2NP O afa A HE EEE 8 54 CP1001 Mr CONTRACTOR PORTAL TR9 2NP KJ o Hour 9 46 CP1001 Mr CONTRACTOR PORTAL TR9 2NP Minute E Pa Now Done 0 00 CUB5001 MRS VILAS SONI PRIIT EE o We Th Fr Sa 007320177 001 17 10 2011 00 00 00 CUB5001 MRS VILAS SONI PR1 1TT Cp o NOTE You can also click now and it will automatically select the current date and time Version 1 0 Date 12 10 2011 Page 7 of 31 Support There are some characters that will not be accepted by ClaimCenter if any of your messages include these characters the message will fail 2I lt gt _ amp F For any additional support on the HomeServe Job Portal please contact Network Support Version 1 0 Date 12 10 2011 Page 8 of 31 Section 2 Open Jobs Homepage Once you have logged into the HomeServe Job Portal you will see the home page This is an information page and will highlight any general user information or important updates from HomeServe To access your specific jobs you will need to click on the Jobs tab in the top right hand corner Jobs Log Off D HomeServe Job Portal Welcome to the
19. ext appointment has been scheduled for You must update the job by selecting the further work tab completing all of the fields and click the green Further Work icon v Accept Job Customer Contacted x Cannot Contact Y Engineer Onsite Further Work Complete 7 Date Visit Started On 18 10 2011 09 19 18 10 2011 09 19 Visit Finished On Part Description 18 10 2011 09 19 Part Supplier Part Delievery Date 18 10 2011 09 19 Next Visit On 18 10 2011 09 19 Further Work Version 1 0 Date 12 10 2011 Page 17 of 31 Completing a job This is to be used to inform HomeServe that all elements of the job have been completed and will allow you to invoice against the agreed rates on the payments tab Select the Complete tab ___ Vv Accept Job Customer Contacted Cannot Contact Q Engineer Onsite Further Work Complete Invoice 3 Refuse Job Date Completion Code 18 10 2011 11 01 Select One Visit Started On Visit Finshed On 18 10 2011 11 00 18 10 2011 11 00 EngineerFirstName EngineerLastName Select the completion code from the drop down menu v Accept Job Customer Contacted Cannot Contact Q Engineer Onsite gt Further Work Y Comple e N Date Completion Code 18 10 2011 11 01 Select One Visi t S ta rte d On CHHWS Repair Replace Fix Heat exchanger 18 10 2011 11 00 aJ CH HWS Repair Replace Fix PCB board CH HWS Repair Replace Fix Pump circulator E ng i neer Fi
20. hould automatically save your User name and password on the computer you are using however please ensure that you remember these in case you need to re enter them Your unique log in details will be provided to you by HomeServe Version 1 0 Date 12 10 2011 Page 5 of 31 Search The default job list screen displayed by the HomeServe Job Portal will contain all of the contractors open jobs however the HomeServe Job Portal has several search options These have been designed to make the navigation through the system as easy as possible The first search option is the status of a job Click in the job status box and select your criteria from the drop down box then click the green search icon Jobs Log Off Ci HomeServe Job Portal contractor Impact Portal Search Job Status All Open Jobs v Date From Date To All Open Jobs 18 10 2011 08 42 18 All Closed Jobs Unacknowledged Job f New Job Job Incident Number Raised Time Engineer Reference Job Accepted 200029902 001 06 10 2011 11 39 32 cP1001 Job Refused 200030411 001 12 10 2011 08 58 54 P1001 Mr Customer Contacted unin v_ ual Cannot Contact Customer 200030423 001 12 10 2011 08 59 46 CP1001 Mr Version 1 0 Date 12 10 2011 Page 6 of 31 You also have the ability to search using the Date fields Click on either of the date fields select the required date from the calendar and time if r
21. made the next tab that will be available will be the Engineer Onsite tab This is a mandatory update and therefore must be completed before you can move onto the next stage job number customer contact number status 200030928 001 Mr CONTRACTOR PORTAL asain Customer information Job information Appliance information Claim Center Policy Information Payment Job raised date Scheme description Mr CONTRACTOR PORTAL 17 10 2011 14 44 32 Finance Regression Generic Policy Number Cause Claim center job no 4945 1655757 Job descriptions REGN 200030928 001 Home Phone Mobile Water supply internal Pipe Special instructions 01772758803 Other Phone Special instructions Customer is a HomeServe VIP Work Phone 01772758803 FAX SPECIAL INSTRUCTIONS Notes 01772758803 Notes Non Emergency CALL BACK INSTRUCTIONS v Accept Job Customer Contacted x Cannot Contact Y Engineer Onsite Further Work Complete 7 Date 18 10 2011 09 19 You must update the job by selecting the Engineer Onsite tab and click the green Onsite icon NOTE The current date and time will again be set automatically by the HomeServe Job Portal and therefore cannot be amended by the user Version 1 0 Date 12 10 2011 Page 16 of 31 Further Work If the job cannot be completed on the first visit then notification of further work must be provided This will inform HomeServe that the job is not complete what parts are required when they are due and when the n
22. nternal Radiator pipework AW Job Completion For clarity completion in this case means all works are finished and the customer is satisfied that the work is complete If this is not the case a Further Work message should be sent as described in the job updates section above On completion of the work the contractor should then send a completion message by forwarding the Full Job SMS text message to the Esendex number 65186 adding DONE to the start of the message Below is an example of a completion message ready to forward to Esendex Done AWCC 103895265 001 Full Job PE7 4BT RTH5001 Mr B Dickinson 22 Acacia Ave Peterborough Cambridgeshire 01526897541 07854126876 Water supply internal Radiator pipework AW Version 1 0 Date 12 10 2011 Page 28 of 31 Job Cancellation Should a job be cancelled by HomeServe a message will be received with the text Cancelled plus the initial job details The message may be received either due to a customer cancellation or because of no response being made to HomeServe within the 15 minutes It is important to note new jobs will be sent to the SMS number provided to HomeServe Following receipt of the new job all other messages will be sent to the registered mobile that responds to accept the job This means that where the job is forwarded to another engineer for them to forward the acceptance to Esendex the second engineer will receive the full details or any cancellations If
23. t in any way e A response to the New Job message must be returned within 15 minutes or the job will be automatically cancelled e When you forward an acceptance update or completion message the content must be in the format described above or it will not be recognised e If all of the required texts are not sent i e acceptance contact amp done an invoice cannot be paid e Remember to clear old text messages from your inbox If your inbox is full you can not receive new messages e If you need help with the process you can speak to Network Support Version 1 0 Date 12 10 2011 Page 30 of 31 HomeServe Portal amp SMS User Guide Version Details Requested by Change by Date 1 0 Initial version Paul Greenwood Caroline McCoy 04 10 2011 Version 1 0 Date 12 10 2011 Page 31 of 31
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