Your cleaner arrives at the correct building, but the agreed entrance is locked. A message saying could not get in leaves the office with several unanswered questions. Has anyone reached the customer? Was any cleaning possible? Is another visit needed? Agree a short process for these situations before they happen, so the person on site knows whom to contact and the office has enough information to act.
Start with the visit that was actually booked
Open today’s work order and check the site, address and scheduled time. Read the work description under Tasks. Confirm that the instructions refer to the entrance and area you are trying to reach. This avoids turning a misunderstanding about the location into a missed visit.
Use Actions and Contacts in JobLog24 to find the available contact details, or use your agreed office number. Your company should specify who decides whether to wait, leave or move to another site. For an immediate access problem, contact that person directly rather than relying on a saved note.
The job sheet shows the site, appointment and controls for time recording, tasks, photos and the logbook. This capture shows a separate demonstration moment.
JobLog24 with example data.Leave a factual record on the work order
Record your arrival time, the access problem, who you tried to reach and what response you received. A useful note says the agreed entrance was locked and the site contact did not answer. It does not assume the customer forgot the appointment unless that has been confirmed.
State what remains undone and whether you could complete any part of the visit. Add the note through Logbook on the relevant work order. Use Add photo only when an image helps explain the situation, and check the upload succeeded. Photos require an internet connection; an attempted upload is not a confirmed attachment.
Do not use the clock to imply work was completed
Opening a work order does not start its timer, and closing the app does not stop a running timer. If you have already started it, explain the circumstances to the office. Record actual arrival, contact attempts and departure rather than inventing times to match the schedule. The responsible person can then review the entry against what happened.
Stop ends a time block. Complete work closes the work order separately. Do not automatically mark cleaning as completed simply because you are leaving the building. Report the date and work order number to the office. Time recorded, hours approved for payroll and time charged to the customer are separate decisions under the applicable arrangements.
Give one person responsibility for the next visit
The scheduler should confirm with the customer whether access can be arranged, the visit needs moving or that occurrence will not go ahead. Record who agreed the outcome and when. A problem with one visit should not silently change the entire recurring schedule.
Before confirming a replacement time, check both the site schedule and the employee’s other work. Ask the employee to open the updated assignment while connected. If access is still unresolved, create a follow-up task with an owner and date. A logbook entry alone does not assign that responsibility.
Worked example: access becomes available later
Consider this fictional example. A cleaner reaches an office at 07:00 and finds the agreed entrance locked. She calls the site contact at 07:04 without an answer, then reaches her scheduler at 07:07. At 07:12 the customer tells the scheduler that someone can open the building at 09:00. The scheduler agrees a revised visit and confirms it with the cleaner.
The record keeps those events, the next arrangement and the fact that cleaning had not started. These times illustrate a handover; they are not a recommended waiting limit or a rule about payment. The office reviews the actual circumstances and agreements before approving hours or charges.
Close the handover, including the access arrangement
Check that the note, time entry and next arrangement can be traced to the correct site and visit. If information was recorded offline, confirm receipt after the connection returns. Do not create another time entry merely because an earlier confirmation is missing.
The accounts team should review any customer charge separately. A missed visit does not automatically change a recurring invoice amount. Finally, confirm how the employee will enter on the next visit and whom to call. Rescheduling without resolving access leaves the next cleaner with the same problem.
Common questions
Should I complete the work order when I cannot enter?
Do not automatically record the cleaning as completed. Give the office the site, date and work order number so the visit can be handled according to what actually happened.
Will a logbook note make someone deal with the problem?
Use the agreed direct contact route for urgent access problems. Save and check the note as well, but do not assume it creates or assigns a follow-up task.
Can waiting time always be charged to the customer?
The work order status does not establish that. The responsible person needs to review the customer agreement and the circumstances before processing a charge.
Handboek 1.4; roadmap 1.1; review 2026-10-29