Damage is part of removals, but how you deal with it makes the difference. With damage recording in Bas, you log every instance of damage with photos and a description, follow up on how it's handled, and build up statistics that let you reduce damage in future.
Good news: damage actually occurs in fewer than 50% of all removals. The average is around 3-5%. But when there is damage, 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 matters because it determines whether a follow-up task is created.
Type | What is it? | Task created? | Example |
Pre-existing damage | Damage that was already there before the removal started | No | Scratch on a door frame, dent in a wall at the loading address |
New damage | Damage that occurred during the removal | Yes | Damaged table, scratch on a stair rail |
You record pre-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 proof with photos and a timestamp.
You record new damage in order to handle it properly. The system automatically creates a task for the damage team, so there's always follow-up.
Step 1 - Inspection round on arrival
Before your crew starts the removal, it's wise to do a quick inspection round at the loading and unloading address. Walk past the key points and log any pre-existing damage.
Open the job in the employee app
Go to Damage
Choose Pre-existing damage
Take photos of the damage (wall, door frame, floor, stairwell)
Add a short description (for example "Scratch on hall door frame, loading address")
Save the damage record
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 pounds on an unfounded claim.
Expected result: the pre-existing damage is recorded with photos and a timestamp in the case file. No task is created, since this isn't damage your crew caused.
Step 2 - Reporting new damage
If damage occurs during the removal, the crew member 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 record
Note: Always report damage straight away, even if it looks minor. Reporting it afterwards makes it harder to prove exactly what happened and when.
Expected result: the damage is recorded in the case file. The system automatically creates a task for the damage team to pick up the handling.
Step 3 - Following up damage via tasks
When a crew member reports new damage, a task appears in the damage team's task list. This way, no report ever 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")
Complete the task with a note (for example "Customer agreed to EUR 150 compensation")
Tip: Always add a note when completing the task stating what was agreed. This is your record in case questions come up later.
Expected result: the damage has an updated status and the task has been completed with a note about how it was handled.
Step 4 - Recording damage retrospectively (office)
Sometimes a customer only reports damage after the removal. You can still record the damage then, but from the back office.
Open the case file of the relevant customer
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 now recorded in the case file, including photos and a description. A task is created for the damage team.
Damage visible at invoicing
If you create an invoice for a case file with damage recorded against it, this is immediately visible in the invoicing screen. You don't need 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 you might want to 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 that damage experiences this 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 get damaged most often (building, furniture, equipment)? |
Damage by day of the week | Is there more damage on Friday (rushing) or Monday (slow start)? |
Damage by employee | Are there employees more often involved in damage reports? |
Damage by team combination | Do certain team combinations work more carefully than others? |
Tip: Use these statistics to coach, not to penalise employees. A crew member who's structurally more often involved in damage might need extra guidance in lifting heavy furniture or working in narrow stairwells.
Common mistakes
Mistake | Consequence | How to avoid it |
No inspection round on arrival | Pre-existing damage becomes your damage | Make photographing on arrival a standard procedure |
Damage only reported afterwards | Harder to prove, customer doesn't feel taken seriously | Always report damage immediately via the app |
Damage task not completed | No record of agreements, customer becomes frustrated | Always complete tasks with a note |
Statistics not reviewed | Missed opportunity to improve structurally | Schedule a monthly moment to review the damage figures |
Tips
Make an inspection round standard practice. Have your crew always log pre-existing damage on arrival. Two minutes of work, major protection.
Report damage immediately. The sooner 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 spot 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
Pre-existing damage isn't a task. The system only creates a follow-up task for new damage. Pre-existing damage serves purely as evidence.
Damage is visible at invoicing. Don't forget to check the status before sending an invoice.
Customers can also report afterwards. Always record customer damage reports, even if they come in days later. Add the customer's photos to the case file.
Next article: Recurring jobs