Form library · Construction and handover
Service call report template
A record of a callback or service visit to fix a reported problem. Record the original job, the fault reported and when, and the form shows the days from report to visit. Record what was found, the cause and whether it is covered by your warranty, with photos, then the work done, parts, time on site, status and whether the visit is chargeable, and get the customer's signature. Every question is listed below, and you can fill the live form in on this page.
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What should a callback or service call report include?
A callback report should record the original job, the fault reported and when, what the engineer found and the cause (workmanship, a faulty product, wear and tear, misuse or something unrelated), whether it is covered by the warranty, the work done and parts used, time on site, whether a return visit is needed, whether it is chargeable, and the customer's signature.
Last updated . Facts checked by the SiteSurvey team on 17 October 2026 against section 49 of the Consumer Rights Act 2015 (reasonable care and skill), section 55 of the Consumer Rights Act 2015 (repeat performance) and section 13 of the Supply of Goods and Services Act 1982 (care and skill).
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Want to see one filled in? See a completed service call report report (PDF), made by SiteSurvey from a fictional site visit.
Every question in the service call report template
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. 3 sections and 34 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.
Make it your own: every question is editable
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
Callback
- 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
- Visit date*Date
- TimeTime
- Engineer*Short answer
- Original job reference and dateShort answer
- Date the original job was completedDate
- Warranty or guarantee endsDate
From your quote, terms or guarantee certificate. Leave it blank if there is none.
- Days since the original jobWorked out by the formShown when “Date the original job was completed” is answered and “Visit date” is answered
- Visit date against the warrantyWorked out by the formShown when “Warranty or guarantee ends” is answered and “Visit date” is answered
- Fault reported by the customer*Notes
- Date reportedDate
- Days from report to visitWorked out by the formShown only when the answers above make it relevant
- Response time promised (days)Number
From the contract or your terms. Leave it blank if none was promised.
- Response against the promiseWorked out by the formShown when “Days from report to visit” is answered and “Response time promised (days)” is answered
Findings
- What was found*Notes
- Cause*Choose one
- Our workmanship
- Faulty product
- Wear and tear
- Customer misuse or damage
- Not related to our work
- Not known yet
- Covered by our warranty or guarantee?Choose one
- Yes
- No
- Product warranty claim
- GuidanceFor consumers, section 49 of the Consumer Rights Act 2015 says a service must be performed with reasonable care and skill. If it is not, the consumer can require it to be performed again (section 55), within a reasonable time and at the trader's cost. For business customers, the Supply of Goods and Services Act 1982 (section 13) implies the same care and skill term.Shown when “Cause” is “Our workmanship”
- Photos (fault and fix)Photos
Work done
- Work doneNotes
- Parts usedShort answer
- Time on site (hours)Number
- Labour rate (£ per hour)Number
- Parts and materials cost (£)Number
- Cost of this visitWorked out by the form
Time on site at the labour rate, plus parts. Add travel to the rate if you charge it.
Shown only when the answers above make it relevant - Status*Choose one
- Fixed
- Return visit needed
- Referred to the manufacturer
- Return visit bookedDateShown when “Status” is “Return visit needed”
- Is the visit chargeable?Yes or No
- CheckNot chargeable. The cost of this visit is carried by you. Recording the cause each time shows how much callbacks cost and why.Shown only when the answers above make it relevant
- CheckOutside the warranty period on the visit date. Check your terms before deciding whether to charge.Shown only when the answers above make it relevant
- CheckThe cause is recorded as our workmanship. For a consumer, the trader bears the costs of putting the service right (Consumer Rights Act 2015, section 55).Shown when “Cause” is “Our workmanship” and “Is the visit chargeable?” is Yes
- Customer nameShort answer
- Customer signatureSignature
- Completed by*Short answer
- SignatureSignature
See it filled in
A completed service call report 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.
Service call report FAQs
Why record the cause?
Unbilled callbacks cost margin. Recording the cause each time shows which are your workmanship, which are product faults to claim from the manufacturer, and which are chargeable.
What does consumer law say?
For consumers, section 49 of the Consumer Rights Act 2015 says a service must be performed with reasonable care and skill. If it is not, the consumer can require it to be performed again (section 55), within a reasonable time and at the trader's cost, including labour and materials.
What about business customers?
Section 13 of the Supply of Goods and Services Act 1982 implies a term that a service supplied in the course of a business is carried out with reasonable care and skill.
Does it track response time?
Yes. The form works out the days from the report to the visit, which is useful for service level reporting.
Does the customer sign?
Yes. The customer signs on your phone, with photos of the fault and the fix, and the report goes as a PDF or a link.
Who uses this?
Builders, kitchen and bathroom fitters, heating engineers, electricians and maintenance contractors.
Related
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Customer acceptance at handover: work completed, outstanding items, customer name and signature.
Snag by snag record with room, element, photo and priority, checks with no snag, totals and re-inspection.
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.
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