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.

How do I register a deviation?

Open "Deviations" in the partner portal and create a new deviation from the relevant case. Describe what happened, when it happened, who was on site, and attach photos or other documentation where relevant.

Vaskeladden's operations department will follow up on the deviation in the partner portal and request more information there if needed.

How do I respond to a deviation?

Open the deviation in the partner portal, read the description, and reply in the message thread. Include specific information: what happened, when it happened, who was on site, and what has been done to rectify it.

How do I close a deviation in the portal?

Your deviations are listed under "Deviations" in the partner portal, divided into the tabs "Open" and "Resolved". A deviation has three statuses, and you move it forward with the buttons in the deviation view:

1. Open – the deviation is new. Open it, read the description, and click "Start processing" when you address the matter.
2. In progress – you are working on the rectification. Write what you are doing in the message thread, and attach photos where relevant.
3. Closed – click "Close deviation" when the rectification has been done and documented. After closing, 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. Unread deviations are marked in the list, so check the "Deviations" page regularly in addition to messages.

What do I do in case of delay or change during an assignment?

Report it in the partner portal as soon as you know that arrival will be delayed or that something is not going as planned – for example, cancelled transport or illness. Write what has happened and when you expect to start. A short message in the correct thread is sufficient; the important thing is that Vaskeladden is informed before the customer has to ask, and that the message is located where the case is handled instead of in a private chat.

When should I create or report a deviation?

Report as early as possible in case of lack of access, damage, delay, errors in assignment information, 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 may encounter a home that is significantly larger, dirtier, or different from what the order indicates, or the customer requests something extra on site. In such cases, one rule applies: clarify before doing additional work.

1. Stop and report first. Do not perform work beyond the agreed scope on your own initiative. Otherwise, you risk doing something that will not be approved or paid for.
2. 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".
3. Wait for approval. Report the need in the partner portal and wait for Vaskeladden to clarify the scope and any additional costs before you continue. Price and compensation for additional work are decided by Vaskeladden, not on site.

If the customer requests extra services directly, kindly refer them to the fact that it must be agreed upon through Vaskeladden, and report it in the portal. This ensures correct pricing and documentation, and you avoid discussions about what was agreed upon.

Who sees my replies?

Replies in a partner thread are a dialogue between the relevant partner and Vaskeladden. Other partners will not see the replies. If Vaskeladden replies automatically in the thread, the reply is linked to the same partner thread.

Can Vaskeladden in the chat decide on deviations?

No. Vaskeladden in the chat can explain general routines and help find relevant information. Decisions regarding responsibility, finances, compensation, or changes to assignments must be handled by Vaskeladden's operations department.