Feature follow up: How paperwork saved a plumbing company from R497 000 in damages

Plumbing Africa’s September feature looked at the most important paperwork that every plumber should have in place before starting the works – namely contracts, terms and conditions, and quotes, In this second instalment of the Plumbing Africa feature follow-up series for September, we asked plumbers if they have ever had a scenario where having the correct paperwork in place had saved them from potential liability. Here, Steyn van Zyl, owner of Steyn’s Plumbing, explains how having the correct paperwork in place protected the company from damages exceeding R497 000.

Because the non-compliance notice had been issued and signed before the incident occurred, the company was not held responsible for the damage. atlascompany | Magnific.com

“I have personally experienced a situation where proper documentation protected both my business and myself from a serious claim,” explains Steyn. “On one occasion, I issued a non-compliance notice to a customer regarding Polycop pipes installed in the roof space. The Polycop piping had been installed on both the hot- and cold-water lines.

“Once the non-compliance notice was issued and signed by the client, the matter was formally recorded. Less than two weeks later, the couple returned from holiday to find that the entire house had been flooded – with the damage including wooden floors, carpets, computers, built-in cupboards, and various other household items. The total damage was in excess of R497 000.00.

“Because the non-compliance notice had been issued and signed before the incident occurred, I was not held responsible for the damage. The client attempted to claim from insurance, but the claim was unsuccessful. This case proved how one properly completed document can protect a plumbing business from serious financial loss.

“There have been other similar cases as well, which clearly shows the importance of paperwork, compliance, and proper communication. Training and well-informed staff are critical. Every plumber and staff member should understand when to issue a non-compliance notice and why it must be signed by the client,” concludes Steyn.

In this industry, one piece of paper can save a business from losing hundreds of thousands, or even millions, of rands.