Sterling repair standards

1. Estimate quality

An estimate is the basis on which the whole repair is authorised, so it needs to state what is being done rather than only what it costs.

• Itemise operations, parts, paint and consumables separately.
• State the intended method for each damaged component — repair, replace, or replace with a specific part type — rather than leaving it implied by the labour time.
• Identify anything you cannot assess without strip-down, and say so explicitly instead of estimating blind.
• Flag pre-existing damage separately from accident damage. This protects you as much as it protects the claim.
• Use current, verifiable labour rates and paint times consistent with your agreed schedule.
• Where a specialist operation is subcontracted, name the operation and say it is subcontracted.

2. Damage documentation

The engineer, the insurer and — much later — anyone reviewing a query all rely on your record. Assume the vehicle will not be available to re-inspect.

• Photograph the vehicle on arrival, including all four corners, the number plate and the odometer.
• Photograph the damage at a distance that shows its position on the vehicle, and again close enough to show its nature.
• Photograph at strip-down anything that was not visible before, with enough context to identify where on the vehicle it is.
• Record measurements where a structural assessment relies on them.
• Photograph completed work before the vehicle is prepared for handover.
• Keep images at a resolution where damage and part numbers can actually be read.

3. Repair method

The right method depends on the vehicle, the material and the location of the damage.

• Follow the method appropriate to the vehicle and material, including any specific requirement for bonded, riveted, aluminium or high-strength steel construction.
• Do not straighten or heat a component where the vehicle's requirements do not permit it.
• Where corrosion protection, seam sealing or cavity wax is disturbed, restore it and record that you have.
• Additional damage found during strip-down is submitted as a variation with photographic evidence, and is not carried out before re-authorisation.
• If you believe the authorised method is wrong for the vehicle, say so before you start rather than working to an instruction you do not agree with.

4. Parts

• Fit the part type stated on the authorised estimate. If you intend to fit a different type, raise it before fitting, not on the invoice.
• Record part numbers and supplier for parts that affect safety or that are likely to be queried.
• Where a part is on back order, notify us with the expected date rather than allowing the vehicle to sit.
• Do not reuse single-use fixings, restraints or components that the vehicle's requirements say must be renewed.
• Retain replaced parts where we have asked you to, and only dispose of them once released.

5. Calibration and diagnostics

Sensor, camera, radar and geometry work is where quiet omissions cause real harm, so it is treated as non-optional.

• Carry out a pre-repair diagnostic scan and record the fault codes present on arrival.
• Identify every driver-assistance system affected by the repair, including systems affected indirectly through geometry or windscreen replacement.
• Complete the calibrations the vehicle requires, in the conditions those procedures require.
• Carry out a post-repair scan and supply the report showing the vehicle is clear, or explain any code that remains.
• Where calibration is subcontracted, supply the subcontractor's report — not a note saying it was done.
• Do not release a vehicle with an unresolved safety-related fault. Contact us instead.

6. Quality control

The inspection is a separate step, not a glance on the way to the wash bay.

• Check panel alignment and gaps against the undamaged side of the vehicle.
• Check paint colour match, coverage and finish in good light, including adjacent panels.
• Confirm trim, seals, fixings and fasteners are correctly refitted and torqued where specified.
• Confirm all warning lights are clear and all electrical functions affected by the repair operate.
• Road test where the repair type makes one appropriate, and record it.
• Reconcile the work carried out against the authorised position before invoicing.
• Have the check signed by someone other than the technician who carried out the work where your staffing allows.

7. Progress updates

We commit to keeping customers informed, which we can only do if partners keep us informed.

• Confirm booking-in and the expected completion date once the vehicle is with you.
• Notify us the same working day if the completion date moves, and say why.
• Notify us immediately where a vehicle is found to be uneconomical to repair.
• Respond to authorisation queries and engineer requests promptly — a stalled vehicle costs everyone.
• Tell us if the customer contacts you directly about something that affects the claim.

8. Data handling

Customer information passes through you, and their expectations of privacy apply to your systems as much as ours.

• Use customer details only for the repair and the claim.
• Do not add customer contact details to marketing lists.
• Store images and documents securely and restrict access to staff who need it.
• Do not post identifiable customer vehicles, registrations or documents on social media.
• Report any suspected data breach involving a Sterling case to us without delay.
• Retain and dispose of case records in line with your own retention obligations.

9. Handover

• Complete the Return Ready preparation on qualifying repairs before the vehicle is presented.
• Provide the customer with a record of the work carried out, including any calibration report.
• Give the customer the opportunity to inspect the vehicle before they take it away.
• Return all keys, removed items and personal belongings.
• Tell the customer who to contact if they are not satisfied — which is us, not a general enquiry inbox.

10. Review and non-compliance

Standards are only worth writing down if they are followed up.

• We review completed repairs and any customer feedback received.
• Where a repair falls short, we will raise it with you directly and expect it to be put right.
• Persistent or safety-related non-compliance affects work allocation and can end a partnership.
• If you believe a criticism is unfair, say so — we would rather have the argument than lose a good repairer to a misunderstanding.