New Site Contact? Hand Over the Vending Service Details

A vending service can lose continuity when the person who knows the arrangements leaves or changes role. Before the handover finishes, give the incoming site contact a short service record. This concerns responsibility for the site, rather than training someone to refill the machine.

Identify the equipment and operator

List the machines covered by the arrangement, their locations and the operator’s official support contact. Check that the information on the machine matches the handover folder.

Record who is responsible for stock, maintenance and customer queries under the actual arrangement. A machine standing in the building does not establish who owns it or who can authorise work on it.

Explain how access works

Include delivery access, reception arrangements and the person who meets service staff. Record planned closures and any areas requiring advance notice. Share sensitive access information only through the organisation’s approved process.

Do not place door codes or keys in a public customer-support notice. The incoming contact needs to know how to arrange access, not necessarily to receive every credential used by contractors.

Pass on open issues and agreed changes

List unresolved faults, pending visits and agreed stock or service changes with their reference numbers. Distinguish an idea discussed informally from a confirmed instruction to the operator.

Include dates and the next expected action. This helps the new contact avoid reopening a completed case or assuming an unresolved complaint has already been addressed. Retain relevant records according to the organisation’s normal policies.

Confirm the handover with the operator

Tell the operator who the new authorised site contact is through the existing business channel. Ask it to confirm where service messages should go and whether any administrative update is required.

For a managed vending arrangement, review the agreed responsibilities rather than assuming the new contact must take on refill work. A short introductory walk-through at the machine can connect the written record to the actual equipment. Keep the handover dated and make it easy to find when the next service visit is due.

For help applying these checks to your site, contact our team. You can also read our service responsibility questions.