Confirm access before the crew leaves
A confirmed appointment can still end at a locked gate. The customer may expect a call on arrival, a tenant may have the key, or the crew may be using instructions from a previous visit. Confirming the date is only part of preparing the stop.
Choose one person in the office to check access before dispatch. Record the property being serviced, the person who will provide access and what the crew should do if that plan fails. Keep instructions with the current job instead of relying on a message that only one employee can find.
Ask only for information needed to deliver the service. The crew needs a safe parking plan and the right entry point, not a description of every room or a public list of security details. Arrange sensitive access information through your business’s controlled process. Update it when the customer changes the plan.
A property-access checklist you can reuse
Use this short list when a visit depends on entering a building, yard or secured area. Tailor it to the service and check whether someone must remain present throughout the work.
| Check | What to confirm |
|---|---|
| Property | Service address, unit and area being worked on. |
| Arrival | Parking, loading space and entry point. |
| Access owner | Customer, tenant or manager responsible for opening up. |
| Timing | Arrival window and when access is available. |
| Conditions | Pets, gates, obstacles and areas to avoid. |
| Contact | How the crew reaches the access owner on the day. |
| Exception | Whom to call and how long to wait if entry is blocked. |
Separate confirmed facts from unanswered questions. “Customer will open the side gate” is a plan. “Side gate probably unlocked” is an assumption. Resolve an assumption before dispatch or make the contingency explicit.
Send a useful access confirmation
Hi [name], we are scheduled for [service] at [property] on [date/window]. Please confirm that [entry point] will be accessible and that [access owner] can be reached at arrival. Please arrange [pets/parking/other relevant preparation]. If the access plan changes, reply before [dispatch time] so we can update the crew. We will contact you if we cannot enter; any waiting or rescheduling arrangement follows our agreed terms.
Replace each placeholder with a real instruction. Do not ask the customer to confirm irrelevant details or imply an exact arrival time when you have promised a window. For anytime exterior work, explain whether their presence is required.
Use the appointment reminder templates for the scheduling message, then add the access facts that affect this property. A reminder should not silently change the original service agreement.
Worked example: when access is blocked
For a fictional cleaning visit, the crew arrives at a rental property and finds the agreed key handoff has not happened. The crew contacts the designated manager, records the arrival time and waits according to the office’s instructions. The office decides whether to continue waiting or arrange another visit.
Record observable facts: which entrance was tried, who was contacted, whether a response arrived and which work could not be performed. Avoid blame or speculation. Do not mark the service completed just because the crew reached the address.
Tell the customer what happens next and confirm any revised appointment. A charge for an unsuccessful visit depends on the agreement and circumstances; do not invent a fee after the event. Keep the failed attempt and the return plan distinct so the office can review billing accurately.
Before the return visit, correct the access instructions and identify who has confirmed them. Use the crew handoff checklist to give the next crew the updated plan rather than repeating the same avoidable trip.
Frequently asked questions
Should customers always be home?
No. It depends on the service, entry requirements and agreement. Exterior maintenance may not require attendance; indoor work or a walkthrough may need an authorized person present.
Where should access instructions live?
Keep current instructions with the correct property and job in your controlled business records. Do not put security codes, keys or private household details into public forms or published examples.
Can I charge for a locked gate or no access?
That depends on the terms agreed with the customer and the circumstances. Explain your policy before booking and review the specific event before deciding on a charge.
What should the crew record if they cannot get in?
Record the arrival, the access problem, contact attempts, the office’s decision and any work that remained undone. Give the return visit its own confirmed next action.