Form library · Construction and handover
Customer handover checklist
A record of what the customer was given and shown at the end of a job. Tick the certificates, manuals, warranties and guarantees in the pack, record the keys and photograph the pack. Add each system you demonstrated, set out the maintenance the customer needs to arrange, give the aftercare contact, and get the customer's satisfaction rating and signature. Every question is listed below, and you can fill the live form in on this page.
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What should a handover pack include?
A handover pack should include the certificates for the work, such as electrical, gas, MCS, building control or window certificates, the manufacturer manuals and warranties, the workmanship guarantee, keys, and information on how to use and maintain each system. In England and Wales, where the energy efficiency requirement of Part L applies, regulation 40 of the Building Regulations 2010 requires that information no later than five days after completion.
Last updated . Facts checked by the SiteSurvey team on 17 October 2026 against regulation 40 of the Building Regulations 2010, GOV.UK: building regulations approval, use a competent person scheme and MCS: a compliance reminder for MCS certificates (14 days after commissioning).
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Every question in the customer handover template
A customer handover pack record: completion and handover dates, certificates in the pack and to follow, manuals, warranties and keys, each system demonstrated, where the controls and shut-offs are, outstanding items, aftercare and the customer's signature. 4 sections and 45 questions. Follow-up questions and guidance appear only when an answer calls for them, so the person on site never sees the ones that do not apply.
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This is a starting point, not a fixed form. Once it is in your SiteSurvey account you can reword any question, add or remove questions, sections and answer options, and add your own logo, so it fits the way your team works and the jobs you do.
Details you only enter once
Add this form to a project in SiteSurvey and it fills in what the project already knows, so nobody on site retypes it and every form on the job uses the same names. Anything filled in can still be changed.
- Project: the project name
- Client: the project's customer
- Site: the site, when the form is opened for a space or a product
- Site address: the site address, from the space or the project
Job
- ProjectShort answerFills in from the project name
- ClientShort answerFills in from the project's customer
- Site*Short answerFills in from the site, when the form is opened for a space or a product
- Site addressShort answerFills in from the site address, from the space or the project
- Handover date*Date
- TimeTime
- Date the work was completedDate
- Does the energy efficiency requirement of Part L apply to the work?Choose one
For example a new boiler, heat pump, windows or an extension. Ask the designer or building control if you are not sure.
- Yes
- No
- Not sure
- Days from completion to this handoverWorked out by the formShown when “Date the work was completed” is answered and “Handover date” is answered
- CheckThis handover is more than five days after completion. Where regulation 40 applies, the information should reach the owner no later than five days after completion: record when it was first given if that was earlier.Shown only when the answers above make it relevant
- Handed over by*Short answer
- Work completedNotes
- GuidanceBuilding Regulations 2010, regulation 40 (England and Wales). Where requirement L1 of Part L (conservation of fuel and power) applies to the work, the person carrying it out must, no later than five days after completion, give the owner enough information about the building, its fixed building services and their maintenance requirements for it to be run using no more fuel and power than is reasonable.
Documents and keys
- CertificatesTick all that apply
- Electrical installation or minor works certificate
- Gas Safe building regulations certificate
- MCS certificate
- Building control completion certificate
- FENSA or Certass certificate
- Fire door or fire stopping certificates
- None for this job
- Manuals and warrantiesTick all that apply
- Manufacturer manuals
- Product warranties
- Workmanship guarantee
- Insurance-backed guarantee
- None for this job
- Keys or fobs handed overNumber
- Certificates and documents to followRepeat for each entry. Each one asks:
- Document*Choose one
- Electrical installation or minor works certificate
- Building regulations compliance certificate (competent person scheme)
- MCS certificate
- Building control completion certificate
- FENSA or Certass certificate
- Product warranty registration
- Insurance-backed guarantee
- Operating and maintenance manual
- Other (describe)
- Who will send itShort answer
- Expected byDate
- Days from the handoverWorked out by the formShown when “Expected by” is answered
- Documents to followWorked out by the form
- Photo of the packPhotos
Demonstrations
- Systems shown to the customerRepeat for each system. Each one asks:
- System or product*Short answer
- Demonstrated?Yes or No
- User guide given?Yes or No
- NotesShort answer
- Systems handed overWorked out by the form
- DemonstratedWorked out by the form
- User guide givenWorked out by the form
- CheckA system has not been demonstrated. Arrange a time to show the customer, or record why it was not needed.Shown only when the answers above make it relevant
- Where the controls and shut-offs areRepeat for each entry. Each one asks:
- What it is*Choose one
- Water stop tap
- Gas emergency control valve
- Consumer unit
- Boiler or heat pump controls
- Heating programmer or thermostat
- Isolation switch
- Water meter
- Alarm panel
- Other (describe)
- Where it isShort answer
- Shown to the customer?Yes or No
- PhotoPhotos
- Controls and shut-offs shownWorked out by the form
- Maintenance the customer needs to arrange, and whenNotes
- Aftercare contactShort answer
Sign-off
- Outstanding items agreed at handoverRepeat for each item. Each one asks:
- What is outstanding*Notes
- Agreed completion dateDate
- PhotoPhotos
- Outstanding itemsWorked out by the form
- CheckItems are outstanding. Give the customer the agreed dates and close each one with a return visit record.Shown only when the answers above make it relevant
- Customer satisfactionChoose one
- Very satisfied
- Satisfied
- Not satisfied
- Customer commentsNotes
- Happy to leave a review?Yes or No
- Customer nameShort answer
- Customer signatureSignature
- Installer name*Short answer
- Installer signatureSignature
See it filled in
A completed customer handover report, made by SiteSurvey from a fictional site visit: every answer, the photos, the guidance that applied and the sign-off, ready to send as a PDF.
Customer handover FAQs
What does regulation 40 require?
Where requirement L1 of Part L applies to the work, the person carrying it out must, no later than five days after completion, give the owner enough information about the building, its fixed building services and their maintenance requirements for it to be run using no more fuel and power than is reasonable. The form shows this at the start.
Why record demonstrations?
Showing the customer how to use a boiler, heat pump, alarm or appliance prevents call-backs, and the record shows it was done. Add each system with whether it was demonstrated and a guide given.
When do the certificates arrive?
Some come after the handover. GOV.UK says an installer registered with a competent person scheme gives a compliance certificate within 8 weeks of completion, and MCS requires the MCS certificate to be created within 14 days of commissioning. Tick what is in the pack on the day.
Is it a handover certificate?
It works as one. When the customer signs, it records the date, what was handed over and their satisfaction. Share it as a PDF or a link.
How is it different from practical completion?
Practical completion is a contract milestone between the parties to a building contract. This checklist is the handover to the customer or occupier, for any size of job.
Who uses this?
Builders, renovators, kitchen and bathroom fitters, heating and renewables installers and housing providers.
Related
Related templates
Templates that go with the customer handover form
A warranty callback and service call report: the original job, the reported fault, what was found and the cause, whether it is covered, work done, parts, time on site, photos and the customer's signature.
A practical completion certificate: the contract, works and date of practical completion, outstanding minor items, the rectification period, retention, handover documents and signatures.
Customer acceptance at handover: work completed, outstanding items, customer name and signature.
A heat pump commissioning record: unit and refrigerant, system pressure and flushing, flow and return temperatures, weather compensation, hot water and pasteurisation, MCS certificate, DNO and handover.
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