When a job changes, the useful question is not just “Did the customer say yes?” It is “Which work and price did they agree to?” A clear approval record links the specific proposal to the actual decision, then carries that information into the workshop handover and final paperwork.
This guide focuses on the decision between finding a problem and carrying out additional work. For the rest of the job record, use the garage job card template.
Start with what was already agreed
Keep the original booking brief, quoted work and any agreed diagnostic charge or spending limit visible. A request to investigate a noise and an instruction to replace a component are different scopes of work. If the proposed repair goes beyond the original agreement, explain the change before proceeding.
Business Companion's motor repair guidance, covering England, Scotland and Wales, distinguishes quotations from estimates and says to seek the consumer's agreement before unexpected extra work. For consumer prices, include applicable VAT and make the total clear. Check the guidance and terms relevant to your own business and location.
What should the approval record contain?
Use a separate entry for each changed proposal so a colleague can see what happened without reconstructing a phone call. Keep the original message or document with the record where appropriate.
- Job and proposal
- The job reference, vehicle, quote reference and the specific document or revision being discussed.
- Finding and recommendation
- What was found, the checks supporting it and the proposed work in plain language.
- Price and timing
- The additional cost, revised total, what is included or excluded and any change to the expected completion time.
- Actual decision
- Approved, declined, partially approved or still awaiting a response, with any conditions recorded.
- Who, when and how
- Who gave the decision, when it was received, the contact method and the colleague who recorded it.
- Next action
- Proceed with the approved scope, clarify an ambiguous reply, or keep the job awaiting a decision.
Download the editable approval record
No account or email address is needed. This is an operational notes worksheet, not a legal contract or a substitute for your customer terms. Keep completed records under your existing privacy and retention process.
Worked example: an extra repair during a service
Fictional example · illustrative prices
Original scope: a service at an agreed total of £180. During the work, the technician records a separate finding and prepares an additional repair proposal.
Revised proposal: quote Q-208, revision 2, specifies the extra work and an additional £120. The revised total is £300, including any applicable VAT in this example. The proposal also explains whether completion will be delayed.
Decision: the customer approves the specified additional work at the revised £300 total. The colleague records the time, contact method and the proposal reference.
Workshop instruction: proceed with the approved scope. A separate recommendation that was not approved remains outside that instruction.
The figures are made up to demonstrate the record; they are not a repair estimate or advertised service price. A note saying only “approved £120” could leave the next person unsure whether that was the additional amount or the whole bill.
Use specific wording when asking for a decision
A short message can be clear without becoming a long sales explanation. Replace every bracketed field and review the full quote before sending:
Additional-work request
“For job [reference], we found [finding] during [agreed work]. We recommend [specific additional work]. Quote [reference/revision] shows the details. This adds [amount], making the total [amount, including applicable VAT]. Expected completion is now [time/date]. Please confirm whether you approve this additional work, or contact us to discuss it.”
If a reply is unclear, ask a follow-up. Do not treat opening a message, leaving a voicemail or receiving no reply as the customer's decision. If approval covers only some items, record those items and the agreed price explicitly.
For a phone conversation, write down the scope and price discussed, the decision and its time. Consider sending a written summary through the agreed channel. The Motor Ombudsman's repair-bill guidance identifies quotes, authorisation records, messages and dated call notes as useful evidence when a bill is disputed.
Keep the decision connected to the work and invoice
Review the approved scope before starting the extra work and again before preparing the invoice. If another change arises, make a fresh proposal and record the next decision. Keep a declined or deferred recommendation separate from completed work.
If the finding concerns safety, follow the appropriate workshop procedures and communicate the concern clearly. An approval or declined-work note does not certify that a vehicle is safe to drive. Business Companion advises giving the consumer a written record of identified safety faults when they decline the work.
In HoodHero, keep the proposal with the job, review the quote and complete the actual customer handoff. Record Accepted or Declined only when the response is known. Then create and review the invoice from the accepted quote where appropriate. See the quoting and invoicing workflow and Mechanic Desk workflow guide.
For callouts, the mobile mechanic admin guide connects the same decision record to bookings and payment. The aim is a clear handover: what was proposed, what was agreed and what was actually done.
Sources checked 26 October 2026: Business Companion motor vehicle servicing and repairs, and The Motor Ombudsman repair-bill guidance. This article explains a recordkeeping workflow; seek appropriate professional advice for legal questions.
Put it into practice
See the workflow in Mechanic Desk.
Look through real HoodHero screens with fictional example jobs before deciding whether it fits your workshop.
7 days free · £0 today. Then £12.99/month or £120/year at introductory prices. Add payment details only if you want to continue.