Missed Visits

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What is a Missed visit?

A missed visit occurs when a scheduled engineer visit cannot be completed because the assigned engineer is unable to arrive at the landlords location home or site at the scheduled time.

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A visit may be marked as missed when the engineer cannot attend due to reasons such as:

• Customer location was inaccessible (e.g: locked gate, no entry access)

• Incorrect or incomplete address information

• Customer not present to provide access

• Vehicle issues

• Others

When a visit is missed, it’s important to clearly note what happened. This includes recording the scheduled date and time, the location, the engineer assigned, any attempts to contact the customer, and the reason the visit couldn’t be completed. Keeping these details helps everyone understand what occurred and ensures the process stays transparent and consistent.

Down below are some sections of the website page you will encounter. 

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Steps before confirming a missed visit

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1.  Before confirming a visit as Missed, a message will appear prompting the engineer to provide a reason. This makes it mandatory to explain why the visit could not be completed. 

2.  There are many possible reasons for a missed visit, such as the customer not being present to provide access, vehicle issues or other unforeseen circumstances. Regardless of the reason, it is essential that the engineer provides this information. 

3.  Adding a comment also allows the engineer to explain in detail what happened and share their perspective. This makes sure that there is transparency and helps the team understand the full context of the missed visit.

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An example of this on the propeller app using an IOS device is shown down below.

In this image there is a reason for the missed visit as well as the additional notes down below. Furthermore there are 2 photos that have to be taken which will store time/date and location data if enabled.

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Final step.

After a missed visit, the visit status is updated in the system, and the customer is informed. Next steps like rescheduling the visit or taking other appropriate actions are then arranged. If missed visits happen repeatedly, individuals can review them to spot patterns and find ways to make scheduling, access and communication smoother for everyone.