Deviations and communication for partners
The partner portal is the main channel for assignments, deviations, and messages between the partner and Vaskeladden. Use the portal instead of private SMS threads so that history and responsibility are traceable.
Report a problem and follow up on the deviation
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The partner portal is the main channel for assignments, deviations, and messages between the partner and Vaskeladden. Use the portal instead of private SMS threads so that history and responsibility are traceable.
How do I register a deviation?
Open the assignment in Calendar, and select Report deviation in the assignment details. Fill in the title, description, and severity level, and press Send report. Describe what happened and when it happened.
The button is displayed for confirmed or ongoing assignments when it is possible to register a deviation on that date. If the button is missing, write in Messages with the assignment and date so that Vaskeladden can follow up. Do not wait to report a problem just because the form is unavailable.
After reporting, you will find the case under Deviations. Add photos and further explanation under Conversation about the deviation. See How to document with photos.
Vaskeladden's operations department follows up on the deviation in the partner portal and will request more information there if needed.
How do I respond to a deviation?
When a registered deviation concerns shortcomings in the cleaning, you as the partner are responsible for rectifying it and arranging a time directly with the customer. Document the agreement and the rectification in the deviation thread. If the customer does not want to communicate with the partner, Vaskeladden can handle the communication between you.
Open the deviation in the partner portal, read the description, and reply in the message thread. Attach specific information: what happened, when it happened, who was on site, and what has been done to rectify the issue.
How do I sign off on a deviation in the portal?
In short: click "Start processing" when you address the issue, document the rectification in the message thread, and click "Close deviation" when the rectification is done, if the button is available. Deviations you have reported yourself are closed by Vaskeladden.
Your deviations are listed under "Deviations" in the partner portal, divided between the tabs "Open" and "Resolved". A deviation has three statuses, and you move it forward using the buttons in the deviation view:
- Open – the deviation is new. Open it, read the description, and click "Start processing" when you address the issue.
- In progress – you are working on the rectification. Write what you are doing in the message thread, and attach photos where relevant.
- Closed – if "Close deviation" is available, use it when the rectification is done and documented. Once closed, the thread cannot be changed.
Deviations you have reported yourself are closed by Vaskeladden – in that case, the "Close deviation" button will not be visible to you. If the button is missing on another deviation as well, write in the thread that the rectification is ready for inspection. Unread deviations are highlighted in the list, so check the "Deviations" page regularly in addition to messages.
What do I do in case of delays or changes along the way?
Notify via the partner portal immediately when you know that arrival will be delayed or that something is not going as planned – for example, cancelled transport or illness. Write what happened and when you expect to be started. A short message in the correct thread is enough; the important thing is that Vaskeladden is notified before the customer has to ask, and that the notice stays where the case is being processed instead of in a private chat.
When should I create or report a deviation?
Report as early as possible in the event of missing access, damage, delay, errors in assignment details, HMS incidents, or quality deviations. Serious incidents have the highest priority and must be reported the same day.
Assignments that are larger or dirtier than described
Occasionally, you will encounter a home that is significantly larger, dirtier, or different than the order specifies, or the customer asks for something extra on site. In those cases, one rule applies: clarify before doing extra work.
- Stop and report first. Do not perform work beyond the agreed scope on your own initiative. Otherwise, you risk doing work that will not be approved or paid for.
- Document the condition. Take photos showing why the assignment deviates, and attach them to the deviation. See "How to document with photos in the partner portal".
- Wait for approval. Report the need in the partner portal and wait for Vaskeladden to clarify the scope and any potential add-ons before continuing. Price and compensation for extra work are decided by Vaskeladden, not on site.
If the customer asks for extra services directly, politely explain that it must be agreed through Vaskeladden, and report it in the portal. That way, it will be correctly priced and documented, and you avoid discussions about what was agreed.
Who sees my replies?
Replies in a partner thread are a dialogue between the specific partner and Vaskeladden. Other partners cannot see the replies. If Vaskeladden responds automatically in the thread, the response is connected to that same partner thread.
Can the AI assistant decide deviations?
The AI assistant can explain general routines and help find information. A staff member at Vaskeladden assesses responsibility, finances, compensation, damages, and changes to assignments. Write in the deviation thread when you need such an assessment.