You've driven to the job and the visit didn't happen. Nobody was in. The customer sent you away at the door. You got started and couldn't finish, because the part was wrong or the day ran out. Or it wasn't safe to carry on. Whichever it was, the office needs to know so the job gets booked again, and on landlord work you may need to prove you went.
From the job, in about fifteen seconds
Open the job on your phone and tap More, then This visit didn't go ahead. It's there at every stage until the job is finished or cancelled: on the way, at the door, or halfway through. On a computer it's under More too.
Until you've arrived there's also a Can't get in button at the bottom, next to the big orange one. It opens the same thing with Couldn't get in already picked.
- Pick what happened: Couldn't get in, Customer cancelled at the door, Couldn't finish, needs a return visit, or Not safe to carry on.
- Under What the office needs to know, add a line: "rang twice, no answer, card through the door", or "wrong diverter valve, needs a two hour return".
- Tap Photo at the door (or Add a photo) if a picture helps.
- Tap Tell the office.
That's the lot. The job goes to Missed visit and the office gets a card to rebook it, with your note and photo. If your timer is running on the job it stops, and the time you've already done is kept on your timesheet.
Couldn't finish: order the part
If the Parts skill is on, Couldn't finish offers Part to order. Tick it and, once the office has been told, the job's own Parts list opens so you can add what's needed. It's the same parts list as everywhere else, so the office sees it there too.
Not safe: the warning notice
If you can issue certificates, Not safe to carry on offers to start a Warning notice straight after, so you can record what's unsafe and leave the customer their copy.
The photo dates itself
The date, the time and the address are printed onto the photograph as you take it. So if that picture ever gets forwarded on its own — to a letting agent, to a landlord, into an email chain — it still says when you were there and where.
It's stored as proper information too, not just as ink on the picture, so the paperwork works either way.
It works with no signal
A stairwell, a basement flat, a block with thick walls — that's usually exactly where you've got no bars, and it's exactly where this gets used. The attempt and the photo are held on your phone and sent the moment you get a signal. You don't have to do anything, and you don't have to remember.
Your engineers can do it themselves
Engineers and subcontractors can record a visit that didn't go ahead without being able to edit jobs, or to set statuses. They're the ones standing at the door, so they're the ones who can say it didn't happen. Mucka moves the job to Missed visit for them; they still can't set any other status.
If you want to turn it off for a role, it's in Settings → Roles, called Report a failed visit.
Every attempt is kept — that's the important bit
Rebooking the job doesn't wipe the visits you've already made. Open the property and you'll see every time somebody couldn't get in, oldest first — first attempt, second attempt, third — with the date, who went, any notes and the photos.
Only Couldn't get in counts as an attempt to get in. A visit you couldn't finish, or stopped because it wasn't safe, goes in the job's History instead, so the count a landlord relies on stays honest.
That's deliberate, and it's the whole point for anyone doing landlord work. Under the Gas Safety Regulations a landlord has to show they took all reasonable steps to get the check done. One visit doesn't show that. Three dated visits with photographs does.
Sending it to the landlord
From the property, there's an Access attempts PDF. It carries every visit to that address across every booking — the dates, the times, the engineer, the notes and the photos — on your letterhead.
Send that to the landlord or the managing agent and they've got what they need.
The document says what happened and stops there. It doesn't claim anyone's discharged a legal duty — that's for whoever's reading it to decide, and a record that argues its own case invites the argument it's there to settle.
Why Missed visit, and not Cancelled
The job goes to Missed visit (shown as Action needed if you colour your calendar by where jobs are at). It's not cancelled, because the work still needs doing, and it's not finished, so nobody chases an invoice for it. When the office books the return visit, it carries on from there.
A job that's already finished or cancelled stays where it is. And if you've deleted the Missed visit status in Settings → Job statuses, the job keeps its status: the visit is still recorded and the office still gets the card.
Getting in next time
While you're on the job, the property's Getting in notes show right there — gate codes, key safes, where to park. If you found something out the hard way, add it on the property so the next person doesn't repeat your trip.
And if you're chasing a batch of tenants for access, see Jobs → Arrange access, which messages the lot in one pass.