MMDSolutions

Plumbing business administration

Plumber enquiry to invoice workflow

By MMD Solutions Ltd · Updated 23 October 2026

A boiler service, a leaking tap and a bathroom installation need different decisions. Use one job record to carry the right information from first enquiry through approved work and invoice review.

For other trades, use the UK trades enquiry to invoice workflow, with examples across electrical, building, decorating and maintenance work.

1. Separate urgent requests from planned work

Record the customer's words, property address, contact route and requested timing. A description or photo is not a diagnosis. Give urgent enquiries an owner to review; do not promise an emergency response from a form or unattended queue. For a suspected gas leak or carbon monoxide emergency in Great Britain, Gas Safe Register directs people to the gas emergency service on 0800 111 999. Do not leave this waiting for an ordinary callback.

For routine work, record the work type and one next action with a follow-up date. Use the trade enquiry checklist for initial details.

2. Identify the property, approver and payer

A tenant may arrange access while a landlord or agent approves the cost. Keep the job address separate from the customer address. Confirm who receives the quote, who can authorise extras and who pays. Record only the contact and access details needed for the job. Keep alarm and keysafe codes out of general notes. This follows the ICO principle of collecting only necessary personal data.

3. Prepare a scope before a price

For a boiler replacement, record the requested outcome, survey questions, exclusions and any decisions still outstanding. For a routine service, check whether the agreed scope covers only servicing or also separately authorised repairs. A competent tradesperson reviews suitability and price. Use the quote preparation checklist.

Distinguish an estimate from a fixed quotation. Record the version, terms and customer decision before marking work accepted. Consumer information and cancellation requirements depend on how the contract is made and the work involved; check the Business Companion guidance below rather than assuming every home visit has identical rules.

4. Confirm the booking explicitly

A requested date is not a booking. Confirm the agreed scope, arrival window, access contact and any prerequisites. If parts or availability change, speak to the customer and update the next action. In MMD Tracker, the existing visit-booked stage records your decision manually; it does not reserve a diary slot or send confirmation.

5. Capture completion and approved extras

Before leaving, record completed work, unresolved items and references to certificates or reports where relevant. Get approval before carrying out extra work. Keep the description, agreed price, approver, time and evidence reference. If approval is uncertain, ask the owner to resolve it before adding the charge. A completion note is not a statutory certificate.

Example: a customer asks for an extra tap replacement during another repair. Record their request and agreed price separately from the original scope, retaining the approval evidence. Do not silently expand the original invoice.

6. Review the invoice in your accounts system

Check the payer, scope, approved variations, deposits and required invoice details. GOV.UK lists the information invoices must contain, with additional requirements for VAT invoices. Keep your accounting system as the source of truth for invoices, credits and balances. Record its invoice reference and due date against the job.

Mark payment only after checking your accounts. Resolve replies and disputes before chasing. A partial payment or credit can change the outstanding balance; do not send a reminder from an old job total. See the payment reminder guide and invoice checklist.

What MMD Tracker supports today

The new workflow fields cover work type, priority, approver/payer notes, access, scope, completion, extras and invoice references. Payment status is manual. Dashboard review lists separate disputes from ordinary invoice review. CSV transfers include these details.

Quote generation, online acceptance, diary integration and accounting reconciliation are future milestones. No messages or invoices are sent by these tracker fields. Explore MMD Tracker, check the £19/month tracker plan, or view the signed-in product milestones.

Sources and review

Reviewed 23 October 2026. This workflow is MMD's practical process suggestion, not evidence of measured customer savings.

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