Replacement candidates and the home passport

Overview#

Every unit gets a replacement score from 0 to 100, with the reasons always shown. Equipment Replacement lists units ranked by score so you can plan replacement campaigns. The home passport is a public page for each home: every system's age, warranty dates, upkeep tips and open recommendations, without the customer's name or contact details.

Before you start#

• Follow Up › Equipment Replacement needs customers.read and reports.read.

• Replacing a passport link needs customers.write.

• The passport setting needs settings.manage (Owner, Admin).

Steps#

Find replacement candidates#

1. Go to Follow Up › Equipment Replacement.

2. Filter: Plan or replace (35+), Replace now (60+), All equipment, or a type (Furnace, Air conditioner, Heat pump, Water heater, Boiler).

3. Columns: Customer (with Member), Equipment, Age, Score and Why.

4. Open a unit to quote it or start a replacement proposal.

How the score works#

• Age against typical life (for example furnace 20 years, AC 15, water heater 10): up to 50 points.

• Repair jobs and repair spend in the last 24 months: up to 15 points each.

• Open High findings (10 each, up to 20) and Safety findings (20 each, up to 25).

• Refrigerant: R-22 adds 15, R-410A adds 5.

• Condition: Poor adds 10, Failed adds 30.

• Bands: Recommend replacing (60+), Plan for replacement (35+), Keep maintaining.

• Unknown age adds nothing and says "Age unknown: scan the data plate or enter the install date".

Share the home passport#

1. On a unit's Home passport card, click Open or Copy link and send it to the homeowner.

2. The customer also sees Your home's equipment passport on their One Link and in the portal.

3. If a link was shared by mistake, click Replace link (the old one stops working) and confirm.

Turn passports on or off#

1. Go to Settings › Operations › Equipment.

2. Tick or untick Publish home passports (on by default). Turning it off disables every link; turning it on restores the same links.

Settings that change this#

• Settings › Operations › Equipment: Publish home passports.

Tips#

• Score depends on age. Scan data plates so units don't show "Age unknown".

• The passport keeps working if a membership lapses, so homeowners keep a reason to call you.

• The passport's Book service with {company} button calls your number.

Troubleshooting#

• "Reports access needed" → the list needs reports.read.

• "Home passports are turned off." → an owner can turn them on in Settings › Operations › Equipment.

FAQ#

Does the passport show the customer's name? No. Only the address, equipment and recommendations.

Can I change the scoring? No. It's a fixed rule so scores are comparable across your whole customer base.

Coming from ServiceTitan#

• Similar to: using equipment age to find replacement opportunities for marketing.

• Different: a transparent score with reasons on every unit, and a shareable home passport.

• Where it lived: ServiceTitan equipment reports and marketing lists; Follow Up › Equipment Replacement in TradesWork.