Checklist template

Work order and contractor performance review

A ready-to-use checklist with 111 items in 6 sections, covering Response times, Completion quality, Backlog, Costs, Communication, Documentation. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 111 Items
  • 84 Yes / No checks
  • 6 Scored ratings
  • 114 Points

Use this template How audits work

1. Response times 20 items

  1. Name of the contractor reviewed Short text
  2. Trade reviewed Choice
    • HVAC and refrigeration
    • Plumbing
    • Electrical and lighting
    • General repairs or handyman
    • Other
  3. Every open work order carries a priority level (emergency, urgent or routine) assigned when it was created Yes / No 1 pt
  4. The response time target for each priority level is written in the contractor's service agreement Yes / No 1 pt
  5. Each emergency work order sampled was acknowledged by the contractor's dispatcher within the contracted time Yes / No 1 pt
  6. A technician arrived on site within the contracted time for each emergency work order sampled Yes / No 1 pt
  7. Technician arrival is recorded by a check-in on the work order system (phone-in, mobile app or GPS stamp), not typed in later by the contractor's office Yes / No 1 pt
  8. A check-out time is recorded for each visit sampled Yes / No 1 pt
  9. The contractor's after-hours emergency number was called during this review and answered by a person Yes / No 1 pt
  10. Urgent work orders sampled were attended within the contracted time Yes / No 1 pt
  11. Routine work orders sampled were attended within the contracted number of days Yes / No 1 pt
  12. The contractor gave the site an arrival window before each routine visit sampled Yes / No 1 pt
  13. Each missed response target is flagged on the work order with the reason for the delay Yes / No 1 pt
  14. No work order sampled had its priority lowered without approval from the facility manager Yes / No 1 pt
  15. No-heat and no-cooling calls sampled were dispatched at the priority the company matrix gives them Yes / No 1 pt
  16. Where a repair had to wait for parts, a temporary measure (spot cooler, tarp, board-up, isolation valve) was in place the same day Yes / No 1 pt
  17. Emergency work orders opened in the last 30 days Number
  18. Emergency work orders attended late in the last 30 days Number
  19. Average hours from call to technician arrival on emergency work orders in the last 30 days Number
  20. On-time response across the work orders sampled Rating
    • All within target 5 pts
    • One or two late 3 pts
    • Three or more late 1 pt

2. Completion quality 19 items

  1. Completed work orders physically inspected during this review Number
  2. Each repair inspected was working at the time of the inspection Yes / No 1 pt
  3. The work done matches the scope written on the work order for each job inspected Yes / No 1 pt
  4. The work area of each job inspected was left free of debris, packaging and old parts Yes / No 1 pt
  5. Ceiling tiles, access panels and equipment covers removed for the work were put back Yes / No 1 pt
  6. Replacement parts inspected are of the make or grade named in the quote or the contract Yes / No 1 pt
  7. Patched and painted surfaces match the surrounding color and sheen Yes / No 1 pt
  8. Holes made through walls or ceilings for pipe and cable were sealed after the work Yes / No 1 pt
  9. No temporary fix (tape, zip ties, a bucket under a leak) was left in place on a work order closed as complete Yes / No 1 pt
  10. Work orders sampled were completed on the first visit unless a part had to be ordered Yes / No 1 pt
  11. Return visits for ordered parts were made by the date promised to the site Yes / No 1 pt
  12. No work order sampled was a repeat call for the same fault within 30 days of the first repair Yes / No 1 pt
  13. Repeat calls within the workmanship warranty period were carried out at no charge Yes / No 1 pt
  14. The site manager or a designated employee signed off each job sampled before the work order was closed Yes / No 1 pt
  15. Before and after photos are attached to each completed work order sampled Yes / No 1 pt
  16. The technician ran the repaired equipment in front of the site contact before leaving, as confirmed by the site contact Yes / No 1 pt
  17. Repeat calls for the same fault in the last 90 days Number
  18. Work orders completed on the first visit in the last 90 days (%) Number
  19. Workmanship on the completed jobs inspected Rating
    • Neat and durable on every job 5 pts
    • Minor finish defects 3 pts
    • Rework needed 1 pt

3. Backlog 18 items

  1. Open work orders at the date of this review Number
  2. Work orders open for more than 30 days Number
  3. Work orders open for more than 90 days Number
  4. Date the oldest open work order was created Date
  5. Every work order open for more than 30 days has a note explaining the delay Yes / No 1 pt
  6. Work orders waiting for parts show an expected delivery date Yes / No 1 pt
  7. No quote has been waiting for approval longer than the time set by company policy Yes / No 1 pt
  8. No work order for an exit sign, emergency light, fire door or trip hazard is open beyond its target date Yes / No 1 pt
  9. Duplicate work orders raised for the same fault have been merged or cancelled Yes / No 1 pt
  10. A sample of 5 work orders closed in the system were confirmed as physically complete on site Yes / No 1 pt
  11. No job found complete on site still shows as open in the system Yes / No 1 pt
  12. Preventive maintenance visits due in the current period are completed or have a scheduled date Yes / No 1 pt
  13. Each overdue preventive maintenance visit has a new date agreed with the contractor Yes / No 1 pt
  14. Preventive maintenance visits overdue at the date of this review Number
  15. Repairs deferred for budget reasons are listed on a deferred maintenance list with a cost estimate Yes / No 1 pt
  16. Notes of the last open work order review with the contractor are on file, dated within the frequency set by the contract Yes / No 1 pt
  17. Seasonal work (roof drain cleaning, cooling start-up, heating start-up) is scheduled ahead of the season Yes / No 1 pt
  18. Trend of the open backlog over the last 3 months Rating
    • Falling 5 pts
    • Stable 3 pts
    • Growing 1 pt

4. Costs 19 items

  1. Invoices sampled during this review Number
  2. Every invoice sampled quotes its work order number Yes / No 1 pt
  3. Labor hours on the invoices sampled match the check-in and check-out times of the visits Yes / No 1 pt
  4. Hourly rates on the invoices sampled match the contracted rate card Yes / No 1 pt
  5. After-hours rates were charged only on calls dispatched outside regular hours Yes / No 1 pt
  6. Trip or truck charges match the contract terms Yes / No 1 pt
  7. The markup on parts is within the percentage allowed by the contract Yes / No 1 pt
  8. Parts invoiced on the jobs inspected were seen installed on the equipment Yes / No 1 pt
  9. Work above the not-to-exceed limit had written approval before it started Yes / No 1 pt
  10. Quotes sampled list labor and materials on separate lines Yes / No 1 pt
  11. Work above the bid threshold set by company policy has the required number of competing quotes on file Yes / No 1 pt
  12. No invoice sampled charges for a repair covered by the contractor's workmanship warranty Yes / No 1 pt
  13. Equipment still under manufacturer warranty is marked as such in the asset list Yes / No 1 pt
  14. No work order sampled was invoiced twice Yes / No 1 pt
  15. Invoices sampled were submitted within the number of days after completion stated in the contract Yes / No 1 pt
  16. Assets with three or more repairs in the last 12 months have been reviewed for replacement Yes / No 1 pt
  17. Invoices sampled with a discrepancy Number
  18. Year-to-date repair and maintenance spending as a percentage of the site budget (%) Number
  19. Accuracy of the invoices sampled Rating
    • No discrepancy 5 pts
    • Minor errors corrected by credit 3 pts
    • Repeated or unexplained overcharges 1 pt

5. Communication 17 items

  1. An employee on duty could show how a work order is submitted for this site Yes / No 1 pt
  2. The contractor emergency contact list is posted in the manager's office Yes / No 1 pt
  3. The site receives a confirmation with the work order number for each request it submits Yes / No 1 pt
  4. Technicians report to the manager on duty when they arrive, as confirmed by the manager on duty Yes / No 1 pt
  5. Technicians sign the site's visitor or contractor log on each visit Yes / No 1 pt
  6. Technicians wear company identification on site Yes / No 1 pt
  7. Before leaving, the technician tells the manager on duty what was done and what remains open, as confirmed by the manager on duty Yes / No 1 pt
  8. The site was told in advance of each scheduled visit that the contractor moved or cancelled Yes / No 1 pt
  9. Work orders waiting for parts show a status note dated within the last 7 days Yes / No 1 pt
  10. The site manager can name the contractor's dispatcher or account manager Yes / No 1 pt
  11. Complaints about the contractor are logged in writing by the site or the facility manager Yes / No 1 pt
  12. Each logged complaint received a written reply from the contractor Yes / No 1 pt
  13. At least one service report in the last 90 days records a hazard or defect the technician noticed outside the scope of the call Yes / No 1 pt
  14. Work that disrupts customers or tenants is scheduled at hours agreed with the site Yes / No 1 pt
  15. Water, power and gas shutdowns were announced to the site within the notice period set by company policy Yes / No 1 pt
  16. Average site satisfaction score on closed work orders in the last 90 days (1 to 5) Number
  17. Site manager's rating of the contractor's communication Rating
    • Proactive and clear 5 pts
    • Answers when asked 3 pts
    • Hard to reach 1 pt

6. Documentation 18 items

  1. A signed service agreement covering this site is on file and in force Yes / No 1 pt
  2. Expiry date of the service agreement Date
  3. The contractor's certificate of insurance is on file and not expired Yes / No 1 pt
  4. Expiry date of the certificate of insurance Date
  5. Licenses for the licensed trades used on site (electrical, refrigeration, fire protection) are on file, as required by local regulation Yes / No 1 pt
  6. A service report is attached to the work order for each visit sampled Yes / No 1 pt
  7. Service reports sampled state the cause of the failure, not only the work carried out Yes / No 1 pt
  8. Work orders on equipment record the asset tag or unit number Yes / No 1 pt
  9. Completed preventive maintenance checklists are attached to their work orders Yes / No 1 pt
  10. Refrigerant added to equipment is recorded with the quantity and the unit, as required by local regulation Yes / No 1 pt
  11. Hot work permits are on file for the jobs sampled that involved welding, cutting or torch work Yes / No 1 pt
  12. The contractor's technicians have completed the site safety orientation required by company policy Yes / No 1 pt
  13. Warranty documents for equipment replaced in the last 12 months are on file Yes / No 1 pt
  14. The contractor received a scorecard against its service levels for the last period Yes / No 1 pt
  15. Corrective actions from the previous performance review have been closed Yes / No 1 pt
  16. Name of the facility manager conducting this review Short text
  17. Overall performance of the contractor Rating
    • Every service level met, with no rework or billing error found 5 pts
    • Service levels met, with minor defects corrected 4 pts
    • One or more service levels missed 2 pts
    • Service levels missed repeatedly, with rework or overcharges 1 pt
  18. Corrective actions required and agreed dates Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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