HomeTailors

Quality Assurance

The HomeTailors Quality Framework

Every job, contractor and customer interaction is governed by the standards below. Quality is measured by outcomes, documentation and QA verification — not opinion.

Step 01

Service activation gate

A service may not be offered until all eight items are created and approved. If any is missing, the service is not approved for sale.

Customer intake form
Booking form captures every detail needed to scope the job.
Pricing structure
Base price, multipliers, add-ons and margin floor approved.
Scope of work document
Crew brief that defines deliverables and exclusions.
Service checklist
Step-by-step task list the technician follows on site.
Quality Assurance checklist
Inspector criteria to verify workmanship and safety.
Before-and-after photo requirements
Mandatory photo set published in the SOP.
Customer follow-up procedure
24-hour post-job survey wired into the CRM.
Contractor qualification requirements
Licences, credentials, insurance and tier baseline.

Step 02

Contractor approval standards

Contractors complete the full dossier and pass a probationary test job before receiving regular dispatch.

Business registration
Legal entity verified and on file.
Active liability insurance
Coverage minimum $2M, expiry tracked.
Licences & certifications
Trade-specific credentials verified.
Portfolio of previous work
Examples reviewed by operations.
References checked
Two professional references confirmed.
HomeTailors Service Standards Agreement signed
Counter-signed and stored.
Probationary test job complete
First job passed QA at 90%+.

Step 03

Job documentation requirements

Before Work

  • · Arrival photo
  • · Work area photos
  • · Existing condition photos

During Work

  • · Progress photos
  • · Issue documentation
  • · Change request documentation

After Work

  • · Completion photos
  • · Final walkthrough photos
  • · Customer sign-off confirmation

No checklist + no photos + no customer confirmation = no completed job. Missing documentation places payment on hold.

Step 04

QA inspections — when they are mandatory

First job by a new contractor
Jobs over $2,500
Customer complaints
Ratings below 4 stars
Multi-day projects
Random spot checks

Step 05

Contractor performance scorecard

CategoryWeight
workmanship40%
satisfaction20%
communication15%
punctuality15%
documentation10%
Elite
95%+
Preferred
90–94%
Approved
85–89%
Probation
<85%

Contractors below 80% may be suspended or removed from active dispatch.

Step 06

Weekly quality dashboard targets

Customer Satisfaction Rating4.8+/5
QA Pass Rate95%+
Rework RateUnder 3%
On-Time Arrival Rate95%+
Documentation Compliance Rate100%
Contractor Retention Rate90%+

The principle

Every job, every time

Every job must be completed to a standard that generates a satisfied customer, a 5-star review opportunity, a repeat customer opportunity and a referral opportunity.

Quality is measured by customer outcomes, documentation and QA verification — not contractor opinion.