Report a deviation

A deviation is anything on a visit that did not go the way it was supposed to. A door code that did not work, a room that was occupied, a damaged surface, something unsafe, work that could not be finished.

Reporting one is how the office finds out while it can still act — and how the client gets an honest invoice rather than a surprise.

Two ways a deviation starts

From the checklist. If a checklist item cannot be completed, mark it down and describe why. That creates a deviation on its own; you do not report it twice. The office sees it came from a thumbs-down in the checklist and which item it was.

On its own. For anything that is not a checklist item, choose Report deviation on the shift.

Write it for someone who was not there

Describe what is wrong. The office reviews and classifies it, so your job is the facts, not the verdict.

What helps:

• What you found, plainly. “Kod till port B fungerade inte, kom in via A efter 20 min” is better than “problem med tillträdet”.
• What it meant for the work — what you could not do, or how much longer it took.
• Photos, when the thing is visible. A scratched floor is one photo and no argument.

Photos are optional. If one fails to upload the app tells you and you can tap it to try again, or remove it before submitting — the report is not stuck because of a photo.

What you do not have to decide

You do not set the category, the severity, or whether it affects the invoice. The office does that during review.

That is deliberate: classifying damage or deciding on a credit is a commercial call, and it is not yours to make from a stairwell. Report what happened and the decision gets made with the client relationship in view.

What happens next

Your deviation goes to the office and blocks the shift from being billed until somebody deals with it. That is what gives it weight — it is not a message that can be scrolled past.

The office reviews it and lands on one of these:

Decision	What it means
In review	They are looking into it. Still open.
Resolved	Handled. May come with a credit or surcharge on the invoice.
Dismissed	No action needed — a false alarm.
Escalated	Passed to a manager or raised with the client. Still open.

You can open the deviation and see their decision, the category and severity they set, whether it affected the invoice, and any note they left. You get a notification when it is reviewed; until then it says nobody has reviewed it yet.

When in doubt, report it

An unreported problem becomes a phone call from the client three weeks later, when nobody remembers the details and there are no photos.

A reported one that turns out to be nothing gets dismissed in ten seconds. The cost of over-reporting is very low, and the cost of under-reporting lands on whoever takes that call.