Customer Changed Job Scope After You Started: How to Invoice the Extra Work

You're two hours into a bathroom tap replacement. Customer casually mentions: "While you're here, could you look at the shower? It's been dripping for weeks. Shouldn't take long, right?"

You want to be helpful. You don't want to seem difficult. So you say "Sure, let me take a quick look." Three hours later, you've replaced a cartridge, fixed a loose tile, and resealed the tray—all for free.

This guide gives you the exact words to use when scope changes mid-job, how to price additions without killing goodwill, and the documentation that prevents "but I thought it was included" disputes.

The 4 Types of Scope Creep (And How to Spot Them)

Your Immediate Response Script (Say This Every Time)

When customer asks for anything outside the original quote, pause and use this exact script:

The 5-Minute Change Order Process

Don't overcomplicate it. You need three things: description, price, approval.

Step 1: Document the Addition

Take 90 seconds to write down exactly what they're asking for:

• What's being added/changed
• Materials required
• Estimated time
• Any impact on original scope (delays, dependencies)

Step 2: Calculate Fair Price

Use this formula for small additions:

Step 3: Present the Change Order

Don't apologize. Don't ask permission. Present it as standard procedure:

Step 4: Get Written Approval

Three acceptable forms of approval:

• Text message: Send them itemized breakdown. "Reply YES to approve £190 addition for shower repair."
• Email: Formal change order with description and price. "Please reply to confirm approval."
• Signed change order: Paper form they sign on site (best for jobs over £500).

Pricing Additions: What to Charge

Small Additions (Under 30 Minutes)

• Minimum charge: £50 (covers admin, interruption to workflow)
• Examples: Move socket 12 inches, replace single light switch, tighten loose radiator valve

Medium Additions (30 Minutes to 2 Hours)

• Charge: Materials × 2.5 + hourly rate × hours
• Examples: Add extra socket, fix second radiator, replace bathroom fan

Large Additions (2+ Hours or £500+)

• Charge: Full separate quote with itemized breakdown
• Require: Signed change order + 50% deposit before starting
• Examples: Add new radiator, rewire additional room, install second bathroom suite

When Customer Pushes Back on the Price

Prevention: Stop Scope Creep Before It Starts

1. Crystal Clear Original Scope

Your quote should list exactly what IS and ISN'T included:

2. Add Change Order Clause to Contracts

3. Pre-Emptive Site Survey

Before quoting large jobs, do a thorough walkthrough and ask:

• "Is there anything else you'd like done while we're here?"
• "Any other areas with similar issues?"
• "Are you planning any other work in the near future?"

Why this works: Captures extras BEFORE quoting. Lets you bundle work and offer package pricing. Prevents "while you're here" surprises.

4. Daily Progress Photos With Notes

Send photo updates showing exactly what's being done. Creates visual record of original scope. Makes it harder for customers to claim additional work "should have been included."

The Bottom Line

Scope creep is how profitable jobs become break-even disasters. Every "while you're here" you do for free is £50-200 stolen from your margin.

Use the change order script every single time. Get written approval before starting. Charge fairly but firmly. Customers will respect you more, not less.

And for the customers who balk at paying for extras? They're not your ideal clients anyway. The good ones will appreciate the transparency and professionalism.