The rule
Close and latch every gate on every job, and check for pets before you enter and before you leave. When a gate is left open, a pet can get out, and customers complain.
Why it matters
An open gate is how pets get out. A pet that gets out is the risk, and customers notice and complain, even when nothing happened.
What you need to know
Before you start, tap View Job Details. Under the address, check Pets and Code (the gate code shows if the customer added one). Tap Property Details and read Property Access for the customer's access instructions, and tap View details next to the service for the customer's notes. You can check the customer's notes again at completion under View Details on the checklist screen.
If there's a special latch or a pet, message your customer in the app before you start: on your day's list, tap Get in touch on the job, then Message your customer. Verify the gate latch physically catches. Don't judge by how it looks.
What counts as a violation
Assuming a gate is closed because it "looks" closed, or propping it open "just for a minute." A latched gate is the standard, and anything else is a violation. If a pet is near the gate, wait or keep it controlled so nothing slips out. There's no in-app step that requires a gate photo, and no "gate left open" form to file. This is prevention, not a report. A quick photo of the closed, latched gate is good protection if it's ever questioned.
Consequences
There's no set number of times before something happens: close every gate and check that the latch catches before you leave each job. There's no "the wind blew it" exception. A gate that isn't latched is an open gate.
What to do instead
Before you start:
- On the job, tap View Job Details. Check Pets and Code under the address, read Property Access under Property Details, and tap View details next to the service for the customer's notes. Look for any gate, latch, or pet instructions, and any "call before arrival" request. You can't see the customer's number, so message them in the app instead.
- If there's a special latch or a pet, message your customer in the app before you begin. On your day's list, tap Get in touch on the job, then Message your customer.
- As you enter, look for pets near the gate and open only the gate you need.
While you work: keep gates closed if pets could reach them.
Before you leave:
- Close the gate and physically confirm the latch catches. Don't judge by how it looks, and never prop a gate open.
- Check that no pet slipped out as you exited.
- Where practical, take a photo of the closed, latched gate for your own records.
If something goes wrong
I think I left a gate open. Go back and close it if you can. If a pet may have gotten out, message your customer right away (on Job Details, tap the chat icon at the top right), then contact Pro Support in the app with the address and what happened. The sooner it's caught, the better the odds of getting the pet back safely.
A pet got out while I was there. Don't chase it into the street. Message your customer right away: on Job Details, tap the chat icon at the top right. Then contact Pro Support in the app with the address and what happened.
The customer says I left the gate open, but I closed it. Let Pro Support know what you did, and share a photo of the closed gate if you took one. Pro Support documents it and reinforces the gate notes on the account. There's no self-serve dispute for this.
The gate won't latch or is broken. Don't force it or prop it. Secure the area as best you can, message the customer, and report the broken gate to Pro Support so it's noted on the account.
Your outcome
Closing and latching every gate keeps pets safe and saves you and your customer a complaint.
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