SYSTEM #17
On-Site QC Protocol
The formal, documented confirmation that every item on the job scope was completed to GHP standard. Nothing moves forward — no UCR, no invoice — until QC is passed. One failed item = job does not pass.
✓ Requires: System #15 — Vendor Confirmed & On Site
→ Triggers: System #19 — Job Sign-Off
Who inspects: Daniel (or assigned QC Manager when hired at ~35–40 jobs/month). Vendors never self-certify. A second set of eyes is required on every job. The PM is never told about a QC failure — they only receive the UCR after QC passes.
📱 TimeCam — Required on Every QC Walk
All QC documentation photos are taken through TimeCam. TimeCam automatically applies a timestamp and GPS location stamp to every photo. This protects GHP in any quality dispute and provides the PM with credible, verifiable documentation. Photos taken outside TimeCam are not acceptable for QC records. Before starting any QC walk, confirm TimeCam is open and location services are on.
QC Flow — Every Job
Step 01 — Vendor
Vendor Notifies Completion
Vendor texts or calls to confirm all work is complete and they are off the property. Vendor does not self-certify QC. Their job is to complete the scope — GHP's job is to verify it.
Step 02 — QC Inspector
Open TimeCam Before Entering
Before walking the property, open TimeCam and confirm location services are active. All photos must be through TimeCam — do not take a single photo outside the app.
Step 03 — QC Inspector
Conduct Full Checklist Walk
Walk the property room by room using the appropriate service checklist (Rent Ready or Vacancy Cleaning tabs below). Every item is checked — not sampled. Any item not confirmed gets flagged immediately.
Step 04 — If Any Deficiency
Call Vendor Immediately — Document in TimeCam
Photograph the deficiency in TimeCam before leaving. Call the vendor (don't text) immediately. Vendor return window: same day if discovered before 2:00 PM, next morning before 9:00 AM if discovered after. See Fail Protocol section below.
Step 05 — All Items Pass
Confirm Photo Set Complete in TimeCam
Before leaving the property, verify all required photos are in TimeCam — every room, compliance items, before/after where applicable. Review quality. Retake any blurry or missing shot on site — you won't be able to return.
Step 06 — QC Inspector
Update GHL — Job Status to "QC Passed"
Update the job record with QC Passed status, inspection timestamp, and any notes. This status change triggers System #19 Job Sign-Off. UCR delivery and invoicing proceed from here.
Checklists — Select Service Type
Rent Ready scope: rekey all exterior locks, replace smoke and CO detectors, test and reset GFI outlets, replace toilet seats, replace air filters, install door stops. Every item must be confirmed. UCR compliance dates are pulled from this inspection.
01
Lock Rekeying — All Exterior Locks
Required Every Job
▼
Most critical item on a Rent Ready. If the rekey is wrong, the job fails — full stop. Test with the new key: deadbolt must throw and retract. Old key must not operate the lock.
Front door deadbolt rekeyed
Test with new key twice. Old key must not operate the lock.
Front door knob/lever rekeyed
Same key as deadbolt — both locks must operate on the same key. Mismatched = fail.
Back door / secondary exterior door rekeyed (if applicable)
Any door with a keyed lock that opens to the exterior must be rekeyed.
Keys confirmed and counted — quantity matches PM's requested amount
TimeCam: Photo of front door with new key in lock
Visual proof of rekey for the UCR — timestamp is the documentation.
02
Smoke & CO Detectors
Required Every Job
▼
Detector install dates go on the UCR. The TimeCam photo is the date-stamp proof. Photograph each detector while mounted — the timestamp IS the compliance date.
All smoke detectors replaced with new units — every location
Hallways, bedrooms, living areas. Mounted firmly — no dangling or crooked installs.
All CO detectors replaced with new units
Required where gas appliances are present. Default to installing unless PM explicitly waives.
Test button pressed — all units confirm audible alert
A detector that does not alarm after install is a deficiency — replace before leaving.
TimeCam: Photo of each detector installed and mounted
One photo per detector location. Timestamp = documented install date for UCR.
03
GFI Outlet Testing
Required Every Job
▼
Kitchen GFI outlets tested — TEST trips, RESET restores power
Bathroom GFI outlets tested — all bathrooms individually
Exterior / garage GFI outlets tested (if applicable)
Any failed GFI: documented in GHL + flagged in UCR as finding
A GFI that won't reset may indicate wiring issue. Document and flag — do not let vendor replace without PM approval.
04
Toilet Seats · Air Filters · Door Stops
Required Every Job
▼
New toilet seat in every bathroom — correct size, hinges tight
Open and close lid and seat. Wobbling = deficiency. Old seat disposed of — not left in unit.
All HVAC air filter(s) replaced — correct size, airflow arrow pointing toward unit
Filter access panel closed and secured. Note filter size in job record.
Door stops installed on all doors that open against a wall
Walk every door. Test each stop — swing door into it. Loose stop is a deficiency.
07
Final Walkthrough & QC Confirmation
Before Leaving Property
▼
All TimeCam photos reviewed — no blurry, dark, or missing shots
Review before leaving. Retake on site — you won't be able to return.
No tools, materials, or vendor debris left in unit
Property secured — all doors locked, no lights left on
GHL updated — job status set to "QC Passed" with timestamp
The "show-ready" test: After confirming the checklist, stand in each room doorway and ask — is this unit showing-ready right now? If no, find what's wrong before passing QC. A vacancy clean means a tenant can move in today.
01
Kitchen — Full Deep Clean
Highest Failure Rate
▼
Appliances — Interior
Oven interior: walls, racks, broiler, door glass — no grease or residue
Pull racks and inspect underneath. Any visible grease or odor is a fail.
Refrigerator interior: shelves, drawers, door seals — clean and odor-free
Remove drawers and check underneath. Check rubber door gasket for mold. Odor = deficiency.
Dishwasher interior and filter — no food debris or standing water
Pull bottom rack and check filter trap — clogged filter is a common miss.
Microwave interior — no splatter, clean turntable
Range hood exterior degreased, filter clean (check underside and top)
Cabinets & Counters
All cabinet interiors: shelves wiped, no crumbs, no grease
Open every cabinet and every drawer. Crumbs in drawers = fail. Grease on shelves = fail.
Cabinet exteriors and door faces wiped down
Countertops — no stains, no residue, no items left behind
Backsplash wiped — no grease splatter
Sink scrubbed, disposal flushed, no odor
TimeCam Documentation
Photo of oven interior (open door, racks visible)
Photo of refrigerator interior (open door, shelves visible)
Wide photo of overall kitchen
02
Bathrooms — All Bathrooms
Full Deep Clean
▼
Toilet: bowl scrubbed under rim, tank exterior, base and behind toilet
Under rim = most frequently missed. Behind toilet base = second most missed.
Tub/shower walls: no soap scum, mildew, or staining — grout lines checked
Use phone flashlight in corners and grout. Soap scum is invisible in some lighting.
Shower door or curtain track — no mold or mineral buildup in track channel
Vanity: sink scrubbed, faucet clean, cabinet interior wiped out
Mirrors — no streaks, no water spots
Exhaust fan cover removed and cleaned — dust wiped out
Pop cover off. Almost always missed. Dust-caked fan in UCR photos reflects poorly.
Floor scrubbed — behind toilet base and corners
TimeCam: Photo of tub/shower, toilet, and vanity in each bathroom
03
Bedrooms & Living Areas — All Rooms
▼
Baseboards wiped — every room, every wall, full perimeter
Run a finger along the top. Dust in corners = most common miss across all rooms.
Ceiling fans: blades wiped both sides, motor housing wiped
Top of blades is invisible from below and frequently missed.
Blinds: slats wiped both sides on all windows
Close one direction, wipe, reverse, wipe. Note any broken slats in GHL.
Window sills, tracks, and interior glass — clean, no debris in tracks
Closet interiors: shelves wiped, rods wiped, floor vacuumed/swept
Door frames wiped both sides including top of door frame
Light switch plates wiped clean
Floors: swept and mopped (hardwood/tile) or vacuumed (carpet)
TimeCam: Wide photo of each bedroom and living area
04
Laundry Area & Garage
If Applicable
▼
Washer drum interior wiped — door gasket checked for mold (front-load)
Mold in front-load gasket = UCR finding/recommendation, not a cleaning item.
Dryer lint housing vacuumed — the channel behind the screen, not just the screen
Garage: swept, cobwebs removed, shelving wiped
No trash or leftover tenant property anywhere on property
Check all corners, patios, backyard. Do not dispose of tenant property — note in UCR.
05
Final Walkthrough — "Show-Ready" Test
Before Leaving Property
▼
Stand in each room doorway — visible cleanliness confirmed from entry point
No cleaning products or vendor supplies left in unit
All TimeCam photos reviewed — complete set, no missing rooms
Property secured — all doors locked
GHL updated — job status set to "QC Passed"
The PM is never told about a QC failure. Failures are an internal matter between GHP and the vendor. The PM receives the UCR only after QC passes. They should never know a deficiency existed.
✅ QC Pass — What Happens Next
Job status → "QC Passed" in GHL
System #19 Job Sign-Off triggered
System #21 UCR delivery within 24 hours
System #22 invoice within 24 hrs of UCR
Vendor performance — no incident logged
❌ QC Fail — What Happens Next
Job status → "QC Fail — Pending Correction"
Vendor called immediately (not texted)
Deficiencies documented + TimeCam photos
Vendor return: same day or next morning
Re-inspect failed items before job closes
Vendor performance record updated
Fail Response Ladder
Immediately on Discovery
Document in TimeCam Before Calling
Photograph the deficiency clearly in TimeCam before doing anything else. Timestamped, geotagged photo is the documentation record. Describe what was found in GHL job notes within the same visit.
Same Day — While On Property
Call Vendor — Do Not Text
Call directly. Be specific about what failed and what is expected. Give the same-day or next-morning return window clearly. Confirm they acknowledge and commit to a correction time.
Within 15 Minutes
Update GHL — Status to "QC Fail — Pending Correction"
Log deficiency details, what was communicated to the vendor, and the agreed correction time. Creates the paper trail.
Vendor Return Window
Vendor Returns and Corrects
Same day if discovered before 2:00 PM. First thing next morning (no later than 9:00 AM) if discovered after 2:00 PM. A vendor who cannot meet this window without valid reason is escalated.
After Correction
Re-Inspect Failed Items Only
Return and re-inspect only the failed items. If they pass, update TimeCam photo record and GHL status to "QC Passed." Do not re-walk the full checklist unless a second deficiency was discovered during the first inspection.
Vendor Escalation Thresholds
1 Incident
Single Redo
Logged in vendor performance record. No formal action. Vendor remains on bench. Issue discussed with vendor after resolution to prevent recurrence.
2 Incidents
Same Type × 2
Formal vendor review conversation with Daniel. Skill gap or effort gap? Outcome: additional training, moved to secondary, or removed from bench depending on severity.
3+ Incidents
Pattern of Failure
Vendor suspended from new job assignments pending full review. Daniel determines whether to retain with restrictions or remove from bench permanently. PM relationships protected before vendor.
SYSTEM #18
Photo Documentation SOP
The standardized protocol for capturing, organizing, and storing property photos on every job using TimeCam. Photos are part of every QC pass and every UCR — they are not optional and not informal. Every photo taken on a GHP job must go through TimeCam.
✓ Runs concurrent with: System #17 — QC Walk
→ Photos feed: System #21 — UCR Assembly
Why this matters: A PM who receives a UCR with clean, organized, timestamped photos trusts GHP more. Photos also protect GHP from any quality dispute — the timestamped, geotagged record is the proof. A job without photos is an undocumented job. An undocumented job is a liability.
Non-Negotiable Rules
All photos must be taken through TimeCam — no exceptions
TimeCam applies a timestamp and GPS stamp to every photo. Photos from the native camera app are not acceptable for job records or UCRs.
Before photos required when notable pre-existing damage or condition is present
Walk in and see a hole in the wall, stained carpet, broken fixture — photograph it before work begins. Protects GHP from being blamed for pre-existing conditions.
After photos required in every room, every job — no exceptions
Even if nothing was repaired, after photos confirm unit condition at the time of service. These go directly into the UCR.
Photos labeled or organized by room in TimeCam before leaving the property
Unlabeled photo dumps delay UCR delivery. Label as you go — 10 seconds per room.
Review photo quality before leaving — retake blurry, dark, or incomplete shots on site
You cannot retake a photo after the property is locked. Do not leave until the full set is reviewed.
Standard Room Sequence — Every Job
01
Property Entry
Front door exterior, front door interior, entry/foyer area. Confirms address and captures first impression.
2 min photos
02
Living Room
Wide shot from the entry point. Any notable condition (carpet, walls, fixtures). After shot shows room as left.
2–3 photos
03
Kitchen
Wide counter/overall shot, oven interior (door open, racks visible), refrigerator interior (door open, shelves visible). These three are always required. Add dishwasher and range hood if notable.
3–5 photos
04
Each Bedroom
Wide shot from doorway. Closet interior if notable. Label each bedroom — "Bedroom 1," "Bedroom 2." Never leave generic labels.
1–2 per room
05
Each Bathroom
Toilet area, tub/shower, vanity, and overall. For Rent Ready: close-up of new toilet seat and installed smoke/CO detectors. Label each bathroom.
3–4 per bath
06
Laundry / Utility
Washer and dryer area if present. Document condition of appliances, drum interior if cleaned.
1–2 photos
07
Garage
Overall view showing condition after service. Include floor and storage areas if present.
1–2 photos
08
Compliance Items
Rent Ready jobs: close-up of each smoke and CO detector while mounted — TimeCam timestamp = documented install date. Close-up of rekeyed front door lock with new key in place.
1 per detector
09
Damage / Findings
Any pre-existing damage, condition finding, or repair recommendation. These become the evidence behind UCR recommendations. Photograph before touching anything.
As needed
Before leaving the property: (1) Confirm all required rooms have photos. (2) Label each set by room — not generic numbering. (3) Review quality — retake any blurry or incorrectly framed photos on site. (4) The full labeled set is pulled for UCR assembly in System #21. Do not wait until the office to organize — do it on site while the rooms are still accessible.
SYSTEM #19
Job Completion & Sign-Off SOP
The procedure that officially closes a job. The single defined moment when a job is "done" — all work confirmed complete, QC passed, documentation collected, and job status updated in GHL. Sign-off is the gate that unlocks UCR delivery and invoicing.
✓ Requires: System #17 — QC Passed
✓ Requires: System #18 — Photos Complete
→ Triggers: System #21 — UCR Delivery (within 24 hrs)
→ Triggers: System #22 — Invoice (within 48 hrs)
No job signs off without QC passing first. System #17 QC must be confirmed before System #19 sign-off is recorded. A job that has not passed QC is not a completed job — it is an open job with a deficiency. QC pass is a prerequisite, not a formality.
Job Completion Checklist — All Items Required
All services in the job scope confirmed complete
Every line item in the original scope has been done. Partial completion is not completion.
QC passed (System #17 confirmed)
Job status shows "QC Passed" in GHL before this sign-off is recorded — not "vendor says done."
Photo documentation complete (System #18 confirmed)
Full TimeCam photo set captured, labeled by room, and reviewed for quality. No missing rooms. Compliance photos captured for Rent Ready jobs.
Material receipts logged (if materials were used)
Any materials purchased logged in GHL against the job record — brand, quantity, cost, receipt. Feeds System #30 job cost tracking.
Vendor confirmed off property — no open vendor work pending
No open deficiencies
Any QC deficiency corrected and re-inspected. If a finding was flagged as a UCR recommendation (not a scope deficiency), that is documented and does not block sign-off.
GHL job status updated to "Completed" — sign-off timestamp recorded
The official close. Update status, log sign-off time, and confirm Systems #21 and #22 are triggered.
What Sign-Off Triggers
Triggers → System #21
- UCR preparation begins immediately
- UCR must be delivered within 24 hours of sign-off
- PM follow-up task created in GHL at 48 hours post-delivery
Triggers → System #22
- Invoice generation begins
- Invoice sent within 24 hours of UCR delivery
- Billing clock starts from sign-off timestamp
SYSTEM #21
UCR Delivery SOP
The standard operating procedure for preparing and delivering the Unit Condition Report to the PM upon job completion. The UCR is delivered within 24 hours of sign-off — without the PM having to ask for it. Every completed job triggers a UCR. No exceptions.
✓ Requires: System #19 — Job Sign-Off
✓ Requires: System #18 — Photos Ready
→ Triggers: System #22 — Invoice (within 24 hrs of UCR)
Delivery window: within 24 hours of job sign-off. Not "when we get around to it." Not end of week. Within 24 hours. Job signs off at 4:00 PM Tuesday — UCR in the PM's inbox by 4:00 PM Wednesday at the latest. Same-day delivery is the target. 24 hours is the hard deadline.
The UCR is GHP's primary proof of work and primary relationship asset. It documents what was done, shows photo evidence, captures compliance dates, and surfaces condition findings — all in one professional document delivered proactively. A PM who receives a clean UCR after every job without asking is a PM who trusts GHP. That trust is the business.
UCR Contents — Every Field Required
| Field | What to Include | Source |
|---|---|---|
| Job Number | GHL job ID — links UCR to billing and job record | GHL |
| Property Address | Full street address, city, zip | Job record |
| Date of Service | The date(s) work was performed — not the sign-off date if different | Job record |
| Services Completed | Itemized — exact scope. "Rent Ready Package: rekey, detectors, GFI, toilet seats, air filter, door stops" — not just "Rent Ready." | Job scope |
| Compliance Dates | Smoke detector install date, CO detector install date — pulled from TimeCam timestamps. PM's compliance documentation. | TimeCam |
| Photo Set | Organized room-by-room, labeled, not a photo dump. Entry, living, kitchen (appliance interiors), each bedroom, each bathroom, garage, compliance close-ups. Clear, well-lit, no duplicates. | TimeCam |
| Condition Findings | Anything outside the job scope observed during visit — damage, wear, items needing attention. Each finding noted with photo reference. Objective language: "carpet shows significant staining in bedroom 2" not "carpet is trashed." | QC notes |
| Recommendations | For each condition finding, one clear recommendation with GHP's flat price. PM decides whether to proceed. One line: finding, recommendation, price. | GHP pricing |
| GHP Contact | Daniel's name, phone (602-932-6727), and email. PM can respond directly from the UCR. | Standard |
Delivery Procedure — Step by Step
Step 01 — Immediately after sign-off
Pull TimeCam Photo Set
Export the labeled photo set from TimeCam. Confirm all required rooms are present and photos are clear. Do not proceed with UCR assembly if photos are incomplete — resolve first.
Step 02
Pull Job Record from GHL
Open the GHL job record. Confirm all fields are complete: address, services performed, material log, QC pass timestamp, sign-off timestamp. Any missing field must be resolved before UCR is assembled — not after delivery.
Step 03
Assemble UCR — All Required Fields
Build the UCR using the GHP template. Fill every field. Write condition findings in objective language. Attach the organized photo set. Add recommendations with prices. Review the final document — it represents GHP's brand.
Step 04 — Within 24 hours of sign-off
Send UCR to PM via GHL
Send through GHL so delivery is logged in the PM's contact record. Subject line: "Unit Condition Report — [Address] — [Date]". Body: one short paragraph confirming the job is complete, then the document. Do not bury the UCR in a long email.
Step 05 — After delivery
Update GHL — UCR Delivered + Create 48-Hour Follow-Up Task
Mark UCR delivered with timestamp. Create a follow-up task at 48 hours post-delivery. This task is to confirm the PM received it and address any questions. This is a service touch, not a sales call.
The 48-hour follow-up: "Hi [PM name] — just checking in to confirm you received the UCR for [address]. Let me know if you have any questions on the findings or if you'd like to move forward on any of the recommendations." One sentence. Not a pitch. Most PMs reply "got it, thanks." The ones who reply "yes, can we talk about the carpet?" — that's the UCR working exactly as designed.
SYSTEM #22
Invoice & Billing SOP
The procedure for generating, sending, and tracking invoices for every completed job — including the follow-up escalation ladder for unpaid invoices. Every completed job gets an invoice. Every invoice has a defined follow-up timeline. Nothing falls through.
✓ Requires: System #21 — UCR Delivered
→ Feeds: System #30 — Job Cost Tracking
→ Feeds: System #39 — Vendor Payment
Invoice timeline: Sign-off → UCR delivered within 24 hrs → Invoice sent within 24 hrs of UCR delivery. Total window from sign-off to invoice: 48 hours maximum. Standard payment terms: Net 7. Anything past Net 7 without communication enters the escalation ladder.
Invoicing is not optional and it is not informal. An undocumented payment conversation is a collections problem waiting to happen. Every job generates a proper invoice sent through GHL, tied to a job number, and tracked through to payment.
Invoice Fields — Every Invoice Must Include All of These
| Field | What to Include |
|---|---|
| Invoice Number | Sequential invoice number tied to GHL job ID — used for all follow-up reference |
| Job Number | GHL job record ID — links this invoice to the job, UCR, photos, and cost record |
| Property Address | Full address of the property serviced |
| Date of Service | Date(s) work was performed |
| Invoice Date | Date invoice was generated and sent |
| Due Date | Invoice date + 7 days (Net 7). State clearly — not implied. |
| Line Items | Itemized by service: "Rent Ready Package — $350" | "Vacancy Cleaning (3BR) — $375" | "Materials: [item] — $XX." Each service and each material on its own line — no bundling. |
| Total Amount Due | Sum of all line items — bold and clearly visible at the bottom |
| Payment Method | Accepted methods, where to send payment, or GHL payment link |
| GHP Contact | Daniel's name and phone for billing questions |
Unpaid Invoice Escalation Ladder
Level 0
Invoice Sent
Invoice generated in GHL and sent to PM. Payment terms stated clearly (Net 7). Job record updated with invoice number and send timestamp.
GHL
Level 1
Due Date Day 7
Friendly payment reminder sent via GHL: "Hi [PM] — just a reminder that invoice #[X] for [address] is due today. Let me know if you have any questions." Short, professional, no pressure. If payment received — mark paid in GHL and close.If paid at any point — mark paid, close the escalation.
GHL / Daniel
Level 2
+7 Days Day 14
Phone call to PM. Not a text — a direct call. Reference invoice number, address, and amount. Ask if there's an issue or if they need something from GHP to process. Most unpaid invoices at this stage are administrative — wrong email, missing PO, accounting queue. A call resolves them immediately.Document the call and outcome in GHL.
Daniel
Level 3
+14 Days Day 21
Personal call from Daniel. Not a collections tone — a relationship conversation. Acknowledge the delay, confirm the amount, ask what's needed to close it this week. Offer a payment plan if genuine cash flow issue — but get a commitment to a date.If no response and no payment after this call, escalate to written notice. Document everything.
Daniel Only
Level 4
+21 Days Day 28
Written formal notice via email and physical mail if needed. State amount, invoice date, final notice before further action. If Day 28 with no communication — this PM relationship requires review before accepting future jobs.
Daniel
Billing Rules
Standard Jobs
- Invoice within 24 hours of UCR delivery
- Net 7 payment terms on every invoice
- No new job from PM with outstanding invoice past Day 14 without Daniel's explicit approval
- Materials billed as separate line item at cost
Paint / Large Scope Jobs
- 50% deposit from PM before scheduling
- Deposit invoice sent at time of booking confirmation
- Balance invoice within 24 hours of UCR delivery
- Work does not start until deposit is confirmed — no exceptions
SYSTEM #38
Callback / Redo Protocol
The procedure for handling PM complaints about job quality — including how the issue is received, documented, resolved, and prevented from recurring. Every complaint is acknowledged within 2 hours and resolved within 48 hours. No exceptions, no deflecting, no blaming the vendor to the PM.
✓ Can trigger after any: Systems #17–22 (any completed job)
→ Feeds: Vendor performance record
The PM never hears the word "vendor." When a PM calls with a quality complaint, they hired GHP — not a subcontractor. The response is always "we'll take care of it" — never "I'll have to check with my vendor." GHP owns the problem. The vendor conversation happens internally.
A PM who complains and gets a fast, professional, no-drama resolution becomes a more loyal client than one who never had a problem. The goal is not just to fix the job — it is to leave the PM feeling more confident in GHP after the resolution than before the complaint.
Receipt & Acknowledgment — Within 2 Hours
Immediately on Receipt
Acknowledge the Complaint — Do Not Investigate First
When a PM reports a quality issue, the first response is acknowledgment — not investigation. Call or text back within 2 hours: "Got it — I'll personally look into this today and come back to you with a resolution. I'm sorry this happened." Do not ask the PM to send photos or fill out a form. Do not defend the job. Acknowledge first, investigate second.
Within 2 Hours
Document the Complaint in GHL
Open the job record and log: date/time received, PM's name, specific issue described, and job number. Set a task to follow up with PM within 24 hours with a resolution. Do not close the task until PM confirms the issue is resolved.
After Logging — Internal
Contact the Vendor Directly — Call, Not Text
Call and describe the specific complaint. Ask for their explanation without prejudging. Determine: (1) Was this work the vendor was contracted for? (2) Was it done incorrectly or incompletely? Vendor error = vendor returns at their cost. Scope gap = escalate to Daniel.
Resolution — Within 48 Hours
Vendor Return Window
Vendor Returns and Corrects the Issue
Vendor back on-site within 24–48 hours of complaint being logged. GHP coordinates the return — PM is told "we're scheduling a return visit" without vendor details. Vendor return does not require a new work order — it is an extension of the original job.
After Correction
Re-Inspect and Document
GHP re-inspects the corrected work using the same QC standard. TimeCam photos of the corrected area taken and logged in GHL. If correction passes — proceed to PM update. If fails again — see escalation thresholds below.
Within 48 Hours of Original Complaint
Update PM with Resolution Documentation
Contact PM: what was found, what was corrected, and confirmation that GHP has re-inspected. Attach after-photos of the correction. The PM should feel the issue was handled with more professionalism than they expected. This is the trust-building moment.
After PM Confirms Resolved
Update GHL — Vendor Performance Record
Update job record: complaint received date, resolution date, vendor involved, type of deficiency, vendor cost vs GHP cost. Update the vendor's performance record. This data feeds the escalation tracking below.
Cost of Redo — Who Pays
Vendor Error → Vendor Pays
- Deficiency is work vendor was contracted to do and did incorrectly or incompletely
- Vendor returns and corrects at no additional charge to GHP
- Original vendor payment not increased to cover their redo
- Non-negotiable — it is in the subcontractor agreement. A vendor who refuses to return for their own errors is removed from the bench.
Scope Gap → Case-by-Case
- PM complaint is about something not in original scope
- Daniel reviews: was this reasonably implied by the scope, or genuinely outside it?
- Reasonably implied — GHP absorbs and corrects. Document and close the scope gap for future jobs.
- Clearly outside scope — PM informed professionally: "This was outside our original scope — here's what it would cost."
Vendor Escalation Thresholds
1 Incident
Single Redo
Logged in vendor performance record. No formal action. Vendor remains on bench. Issue discussed with vendor after resolution to prevent recurrence.
2 Incidents
Second Redo (Same Type)
Formal vendor review conversation with Daniel. Are these the same type of deficiency? Skill gap or effort gap? Outcome: additional clarity, moved to secondary, or removed from bench depending on severity.
3+ Incidents
Pattern of Failure
Vendor suspended from new job assignments pending full review. Daniel determines whether to retain with restrictions or remove from bench permanently. The bench is protected before the vendor — consistent callbacks are a liability to PM relationships.