More visibility, better records and stronger safeguards
From autumn 2026, every repair and engineer visit at EB IT Support will follow a clearer, photographed and quality-checked process.
That means you’ll have better visibility of what’s happening, clearer records of the work carried out and stronger safeguards around your information and access to your property.
Whether you bring your device to us or one of our engineers visits you, we want the experience to feel straightforward and reassuring. You’ll know what to expect, what you need to do and where to find the relevant information.
No jargon. No guesswork. Just a clearer service from a local team you can rely on.
Bringing a device to our workshop
If you bring your laptop, desktop or other device to our office at Boston Enterprise Centre, we’ll now create a clearer record before any work begins.
At check-in, we will:
- Photograph your device, including its condition when it arrives.
- Photograph every accompanying part, such as chargers, cables or other items supplied with it.
- Record any existing marks or damage, so there is a clear note of the device’s condition before work starts.
These records are kept on the relevant job record. They are not publicly shared.
Follow your repair through its stages
Your repair will move through a set of easy-to-understand stages:
- Checked in
- Photographed
- Authorised by you
- On the bench
- Quality checked
- Ready for collection
You’ll be able to follow these stages online using the link and PIN in your confirmation email. This gives you a simple way to check the progress of your repair without needing to call for an update.
We know that waiting for a repair can be frustrating. Clear progress information helps you understand what is happening and when your device is ready to come home.
Quality checks before your device comes back
Before your device is returned to you, it will go through a quality-control checklist.
This gives us an opportunity to check the work completed before your device is ready for collection. We’ll also photograph the device again when you collect it, creating a clear record of the condition in which it left our care.
Our aim is simple: to make sure the work is recorded properly and that your device has been checked before it comes back to you.
You can learn more about the support we provide through our computer repair service, or contact us if you have a question about an existing repair.
When an engineer visits you
Your confirmation email will still show your engineer’s photograph and a PIN.
When your engineer arrives, please ask them to say the PIN before you let them in.
This is an important safety step:
> No PIN and no ID means no entry.
You should never feel uncomfortable asking an engineer to confirm who they are. If the PIN does not match, or the engineer cannot provide photo ID, do not let them into your property. Contact us instead so we can help.
You can read more about our on-site IT support and how we can help at your home or business.
Clearer records before and after the visit
When your engineer arrives, they will take three photographs:
- Your property
- The computer and where it is set up
- The engineer themselves on site
Before leaving, they will take two more:
- The finished work
- The engineer themselves on completion
These photographs are added to your job record. They show who attended, when they attended and what the equipment looked like before and after the work.
The photographs are there to support a clear, accurate record of your visit. They are kept on the relevant job record and are not publicly shared.
Repair authorisation is now easier
Before we start any repair, we need your signed Repair Authorisation.
This confirms what you have asked us to do and helps make sure we both have a clear understanding before work begins.
We’ve made the process easier to complete:
- By email: we’ll send you a link to read and sign online. It should take a minute or two.
- In person: your engineer can hand you their phone so you can read and sign it on the spot.
If your authorisation is still unsigned, your booking confirmation and your 9am reminder on the day will include a “Signature Needed” box with a button to sign straight away.
Your appointment will remain booked. However, we cannot begin the repair until the Repair Authorisation has been signed.
If you’re unsure about anything in the authorisation, please ask. We’ll explain it in plain English before you sign.
Your service report
When we close your job, we can now email you a service report as a PDF.
Your report will set out:
- What we did and how long it took
- The quality-control results
- Relevant photographs taken when your device arrived, when it was returned or when we visited you
- Any invoice for the work
The report gives you a useful record of the service you received. You can keep it with your documents or use it if you need to show what was done for warranty or insurance purposes.
Your report will contain the information relevant to your service. Internal staff notes are never included.
Protecting your information
We have also tightened how our team accesses your account.
Our updated controls mean:
- We verify you first, using your passcode or a recognised phone call.
- We record why your account was opened, such as for a support ticket or billing question.
- Access ends automatically: after 15, 30 or 45 minutes.
- Every access is logged, including who accessed the account, when they accessed it and why.
- Emergency access is limited. Access that skips your passcode is limited to once a week, and the reason must be written up in full.
These steps help us maintain a clearer record of account access and give you greater confidence that your information is being handled carefully.
A clearer approach for managed service customers
For managed service customers, the technical passwords we hold to run your systems can now be kept out of your online password vault.
This helps separate the technical passwords we use to manage your systems from the passwords you manage yourself.
Any passwords that you manage yourself remain fully available to you.
What these changes mean for you
In short, you can expect:
- More visibility, follow your repair stages online using your confirmation link and PIN.
- Better records: photographs and service details are kept on the relevant job record.
- Clearer accountability: records show who attended, what was done and when.
- Easier authorisation, sign online in a minute or two or complete it with your engineer.
- Quality checks: repairs go through a checklist before collection.
- Useful reports, receive a PDF summary when your job is closed.
- Stronger safeguards: account access is verified, limited and logged.
- A safer engineer visit, check the PIN and photo ID before allowing entry.
We’re making these improvements so your experience is clearer from start to finish. Whether you need a small repair, help with a computer at home or ongoing technical support for your business, we want you to feel informed and looked after.
Questions about the changes?
We’re here to help. If you have a question about the new repair process, your engineer visit, authorisation, service reports or account access, please get in touch.
Call us: 01205 627240
Email us: [email protected]
Visit our contact page: eb-it.uk/contact
We’ll be happy to explain anything in plain English and help you choose the next step.
