Internal Roof Repair Process

1. Purpose

This Standard Operating Procedure (SOP) establishes a consistent, step-by-step process for every customer-paid roof repair Flatland Roofing & Insulation performs. It defines what each role owns at each stage and what the team must document, so every customer receives the same level of quality, communication, and follow-through.

2. Scope

This SOP applies to all team members involved in selling, scheduling, executing, or invoicing customer-paid (out-of-pocket) roof repairs. It does not cover insurance-driven storm-damage work — see the Insurance Process (Storm Damage) SOP for that workflow.

3. Roles & Responsibilities

4. Definitions

• Out-of-pocket repair: A repair the homeowner pays directly, not routed through an insurance claim.
• Repair eligibility: The repair can be completed without damaging surrounding materials, AND compatible insurable materials are available.
• Repair area: The specific section(s) of roof addressed by the work order. The warranty applies only to this area.
• See the Glossary for tool and acronym definitions (ProLine, CompanyCam, etc.).

5. Training Reference

Watch the Loom training video — Internal Roof Repairs Overview before performing your first repair.

6. Procedure

Step 1 — Initial Inspection & Damage Assessment

SalespersonInspect the entire roof and complete a damage report.

• Conduct a full roof inspection and document every visible damage point and required repair.
• Confirm repair eligibility against both criteria below before offering the customer an out-of-pocket repair.

• If both conditions are met, present the repair option to the customer and clearly explain the out-of-pocket process.
• If either condition fails, route the customer to the Spot Repairs to Full Replacement SOP and recommend a full replacement path instead.

Step 2 — Repair Estimate & Customer Agreement

SalespersonBuild the estimate in ProLine using the Roof Repair Template.

• Include in every estimate:
  • Specific scope of repair
  • Materials, labor, and the 3-hour minimum charge
  • Timeline and payment terms
• Meet a $1,000 minimum. The Sales Manager must approve any exception in advance.
• Pay commissions at the same rate as a roof replacement — repairs often become full replacements over time.
• Review the estimate with the customer and obtain their signed approval before scheduling.

Step 3 — Initial Payment Collection

SalespersonCollect the deposit and confirm clearance before handing off to scheduling.

• Collect 50% of the total invoice as a deposit.
• Confirm the deposit has cleared before notifying the Repair Technician.
• Notify the Repair Technician that the project is ready to schedule.

Step 4 — Repair Scheduling & Preparation

Repair TechnicianSchedule the repair and stage everything needed for the job.

• Contact the customer to schedule the repair date.
• Gather all materials, tools, and labor required for the scope of work.
• Confirm weather and access conditions are appropriate for repair day.

Step 5 — Repair Execution & Documentation

Repair TechnicianComplete the repair and document everything to CompanyCam the same day.

• Complete the repair per the approved scope.
• Upload all jobsite photos and notes to CompanyCam on the same day as the work.
• If the job requires repairs beyond the original scope, complete them when feasible and:
  • Document everything thoroughly.
  • Report the scope change to management immediately.
  • Note that the cost of items the Salesperson missed will be deducted from that job's commission.

Step 6 — Final Invoicing & Payment Collection

Office / AdminIssue the final invoice and close the project.

• After the repair is complete and the documentation has been reviewed, send the final invoice for the remaining 50% balance.
• Follow up until the customer pays in full.
• Mark the project Completed in the CRM.

7. Minimum Labor Charge Policy

• A 3-hour minimum labor charge applies to every repair, regardless of actual on-site time.
• Reflect this charge in every estimate.
• Sales team members must explain this charge to the customer before work begins.

8. Warranty Policy — Repairs

Flatland Roofing & Insulation provides a limited guarantee on the specific repair area(s).

9. Team Reminders

• Upload all photos to CompanyCam the same day.
• Document and report every scope change immediately.
• Maintain clear, professional communication with the customer at every step.

10. Related Documents

• From Spot Repairs to Full Roof Replacement — when a repair is no longer the right path.
• Insurance Process (Storm Damage) — for insurance-driven repairs.
• Emergency Tarping & Temporary Repairs — for storm-related stabilization.
• Software Tools for Residential Roofing — ProLine and CompanyCam reference.

11. Revision History