Damage is part of removals, but how you handle it makes the difference. With damage registration in Bas, you record every instance of damage with photos and a description, track how it's handled, and build up statistics that help you reduce damage in future.
Good news: actual damage occurs in fewer than 50% of all moves. The average is around 3-5%. But when damage does occur, you want it properly recorded -- for yourself, for the customer and for any claims.
Two types of damage
Bas distinguishes between two types of damage. This distinction is important because it determines whether a follow-up task is created.
Type | What is it? | Task created? | Example |
Existing damage | Damage that was already there before the move started | No | Scratch on a door frame, dent in the wall at the loading address |
New damage | Damage that occurred during the move | Yes | Damaged table, scratch on the stair rail |
You register existing damage to protect yourself. If a customer later claims that your team damaged a door frame, but the damage was already there, you have evidence with photos and a timestamp.
You register new damage to handle it properly. The system automatically creates a task for the damage team, so follow-up always takes place.
Step 1 - Inspection round on arrival
Before your team starts the move, it's smart to do a quick inspection round at the loading and unloading address. Walk past the key points and record any existing damage.
Open the job in the Employee app
Go to Damage
Choose Existing damage
Take photos of the damage (wall, door frame, floor, stairwell)
Add a short description (for example "Scratch on hallway door frame, loading address")
Save the damage
Tip: Make it a habit to always photograph the hallway, stairwell and door frames on arrival. It takes two minutes and can save you thousands of euros on an unwarranted claim.
Expected result: the existing damage is recorded with photos and a timestamp in the case file. No task is created, since this isn't damage your team caused.
Step 2 - Reporting new damage
If damage occurs during the move, the crew reports it immediately via the app.
Open the job in the Employee app
Go to Damage
Choose New damage
Take photos of the damage
Add a description (what's damaged, how it happened)
Set a status
Save the damage
Please note: Always report damage immediately, even if it seems minor. Reporting it afterwards makes it harder to prove exactly what happened and when.
Expected result: the damage is registered in the case file. The system automatically creates a task for the damage team to handle it.
Step 3 - Following up on damage via tasks
When a crew member reports new damage, a task appears in the damage team's task list. This way, a report never gets lost.
Open the task in your task list
Click through to the case file
Go to the Damage tab
Review the photos and description
Contact the customer about how it will be handled
Update the status of the damage (for example "in progress", "resolved")
Close the task with a comment (for example "Customer agreed to a EUR 150 compensation")
Tip: When closing the task, always add a comment describing what was agreed. This is your record in case questions come up later.
Expected result: the damage has an updated status and the task is closed with a comment about how it was handled.
Step 4 - Registering damage afterwards (office)
Sometimes a customer only reports damage after the move. You can still register the damage in that case, but from the backoffice.
Open the case file of the customer in question
Go to the Damage tab
Click Add damage
Upload the photos the customer sent
Add a description
Set a status
Save
Expected result: the damage is still recorded in the case file, including photos and description. A task is created for the damage team.
Damage visible during invoicing
If you create an invoice for a case file that has damage registered against it, this is immediately visible in the invoice screen. You don't have to search for it separately -- the system shows it right in front of you.
This is deliberately designed this way. Before you send an invoice, you want to know whether there's damage. You might want to offset compensation, or resolve the damage first before invoicing.
Tip: Always check the damage status before sending an invoice. A customer who has just reported damage and then receives an invoice with no reference to it will experience that as poor service.
Statistics and analysis
Bas collects all damage data and presents it in statistics. This lets you spot patterns and improve in a targeted way.
Available statistics:
Statistic | What does it tell you? |
Damage by material type | Which materials are damaged most often (building, furniture, equipment)? |
Damage by day of the week | Is there more damage on Fridays (rushing) or Mondays (a slow start)? |
Damage by employee | Are there employees who are more often involved in damage reports? |
Damage by team combination | Do certain team combinations work more carefully than others? |
Tip: Don't use these statistics to penalise employees, but to coach them. A crew member who is structurally involved in damage more often may need extra guidance when lifting heavy furniture or working in narrow stairwells.
Common mistakes
Mistake | Consequence | How to prevent it |
No inspection round on arrival | Existing damage becomes your damage | Make it a standard procedure to take photos on arrival |
Only reporting damage afterwards | Harder to prove, customer doesn't feel taken seriously | Always report damage immediately via the app |
Not closing the damage task | No record of agreements, customer becomes frustrated | Always close tasks with a comment |
Not reviewing statistics | Missed opportunity to make structural improvements | Schedule a monthly moment to review the damage figures |
Tips
Make an inspection round standard practice. Have your team always record existing damage on arrival. Two minutes of work, a lot of protection.
Report damage immediately. The faster you record it, the stronger your position in the event of a claim.
Review statistics monthly. After a few months, you'll have enough data to recognise patterns and improve in a targeted way.
Use damage data in team meetings. Discuss the damage figures with your team, not to punish, but to learn together.
Please note
Existing damage doesn't create a task. The system only creates a follow-up task for new damage. Existing damage serves purely as evidence.
Damage is visible during invoicing. Don't forget to check the status before sending an invoice.
Customers can also report damage afterwards. Always register damage reports from customers, even if they only come in days later. Add the customer's photos to the case file.
Next article: Recurring jobs