Checklists, supplies and quality incidents

Operations

Operations

Add-on

Checklists, supplies and quality incidents

Set the standard, then learn from every complaint.

The problemThe same mistakes come back because nobody turns a complaint into a change to the checklist.

The resultChecklists, supply levels and complaints live together, and each closed complaint improves the next visit.

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Example with sample data. Nothing here is real.

What you can do

  • Write checklist templates with blocking checkpoints, photo requirements and instructions
  • Give the whole business one standard and add extras for a single property
  • Set how many of each supply a property should always have
  • See what cleaners reported as low or missing in one restock queue
  • Log a complaint against the visit it happened on
  • Close a complaint by recording the fix and the change to the checklist
  • Decide how much supervision each staff member needs

Who can use it

Needs the Service Reports add-on.

You need the Service Reports extension installed for the business. The pages are reached from the Service reports workspace. What you can change depends on your role.

Ask Heyva AI

  • Which complaints are still open?

  • What does the checklist for the lakeview studio contain?

  • Raise a complaint about yesterday's turnover

Questions

What is a blocking checkpoint?
A visit cannot be completed until a blocking checkpoint is done or skipped with a reason. A checkpoint can also require a photo.
What does a visit actually get?
The templates are stacked: the business-wide base first, then the extras of the property. The checklist page can preview the result for a property and a service.
Do I have to amend the checklist to close a complaint?
Yes. Closing needs a note on what was done and an amendment with a reason. The amendment can be adding a checkpoint, requiring a photo, making a checkpoint blocking, changing its wording, or no change needed.
What does 'exceptions only' reporting mean?
A property can send its owner a report for every turnover, or only when something needs them. Exceptions only never hides a problem: a declined checkpoint, a missing supply or a flagged photo is always reported.
What happens to a restock alert?
The queue is read from what cleaners reported on visits. An item leaves it once a later visit reports that supply as fine or refilled.
When is a turnover reviewed by a supervisor?
Turnovers by staff who are in training or supervised always wait in the review queue. Autonomous staff complete directly. A rejection needs a note so the cleaner knows what to put right.

In more detail

A checklist is the standard. A quality incident is the proof that the standard missed something. Closing the incident is where the standard gets better.

For AI agents

Heyva AI and connected assistants can do this with these tools:

  • heyva_list_checklist_templates
  • heyva_preview_property_checklist
  • heyva_save_checklist_template
  • heyva_assign_checklist_to_properties
  • heyva_list_property_checklists
  • heyva_list_property_consumables
  • heyva_set_property_consumable
  • heyva_set_property_report_rule
  • heyva_list_quality_incidents
  • heyva_get_quality_incident
  • heyva_raise_quality_incident
  • heyva_list_incident_amendable_checklists
  • heyva_close_quality_incident

About AI agents and MCP

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Last reviewed 31 October 2026