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Mander OnDemand Policy


This policy outlines the scope of general handyman work offered by Mander OnDemand, ensuring all tasks performed do not require licensed tradespeople, in accordance with provincial regulations. The service is designed to provide safe, reliable, and accessible maintenance and repair support to clients, with particular focus on community-support clients, homes of individuals with different abilities, and those in underserved locations.

Purpose

  • To clearly define the scope of services that can be performed without requiring a licensed trade or specialist certificate.
  • To protect both the service provider and clients from undertaking work that legally requires a licensed professional (e.g., electrical, plumbing, gas, structural).
  • To maintain high standards of workmanship, clarity of service, transparency of what is included/excluded, and fair sliding-scale pricing.
  • To ensure consistent communication with clients about what tasks are within scope and what tasks must be referred to licensed trades.

Scope

  • Applies to all general handyman services undertaken by Mander OnDemand in southern Ontario (or your defined service area).
  • Covers jobs in residential homes (including homes supporting individuals with various needs) such as maintenance, repairs, cleanup, minor improvements, non-structural tasks, and general support tasks.
  • Does not apply to work requiring a licensed trade (see Definitions / Exclusions).

Responsibilities

  • Owner/Founder (or manager): Ensure staff are aware of scope boundaries, maintain up-to-date knowledge of licensing/permit requirements, obtain proper insurance, and communicate clearly with clients about scope.
  • Handyman Technicians/Helpers: Only accept and perform jobs that fall within the defined scope. Immediately refer or stop work if job crosses into a licensed trade requirement. Document tasks and maintain quality & safety standards.
  • Client Relations/Estimate Staff: During quoting and consultation, clearly explain what is included and what is not included under this policy. Provide referrals (or indicate that licensed trades are required) if necessary.
  • Administration/Compliance: Maintain documentation of services performed, client agreements, insurance/waivers, sliding-scale status, and verify that work performed did not require licensed trade.

Definitions

  • Handyman Work: Maintenance, repair, and improvement tasks that do not alter major systems or structural elements of a dwelling, and do not involve trades that are provincially regulated (e.g., electrical wiring, plumbing installation, gas fitting).
  • Licensed Trade: A trade or service that by law requires certification, permit, or licence under Ontario regulation (for example: electrical wiring beyond plug-in devices, plumbing installation, HVAC/gas fitting, load-bearing structural changes).
  • Sliding-Scale Pricing: A pricing model where fees are adjusted downward for eligible clients (such as those with limited income, marginalized status, or in homes supporting individuals with different abilities) to improve accessibility.
  • Non-Licensed Task Example: Repainting walls, cleaning and repairing non-structural surfaces, minor drywall patching, furniture assembly, fixing door hardware, gutter cleaning, deck/fence repair (where permitted).
  • Licensed Task Example: Rewiring a circuit panel, installing a new plumbing line or drain, installing or servicing a gas stove/water-heater, making structural alterations to a load-bearing wall.

Procedure

  1. Initial Client Consultation & Scope Verification
    • When a client contacts for a job, gather details: type of task, location, size, condition, any systems involved (electrical, plumbing, gas).
    • Determine whether the requested work falls into the non-licensed scope. If it involves a licensed trade, inform the client that a qualified professional is required and either refer accordingly or exclude that portion of work.
    • Prepare estimate/quote: specify tasks included, hourly or flat rate, sliding-scale eligibility, any material costs, start date, expected completion.
    • Confirm the client’s understanding of scope & exclusions in writing (via quote or service agreement).
  2. Job Acceptance & Scheduling
    • Upon client acceptance, schedule the job, confirm terms including standard rate vs sliding-scale rate (if eligible), payment terms, and any site access or safety requirements.
    • Before work begins, check site for any unexpected issues (e.g., hidden wiring/plumbing) and alert client if the job may require referral to a licensed trade.
  3. Execution of Work
    • Perform tasks as quoted: e.g., painting, drywall patching, garbage/dump run, moving services, general maintenance.
    • Maintain safe work practices: clean workspace, use appropriate PPE, secure tools, protect client’s property/finishes.
    • If during the job it becomes apparent that work crosses into licensed-trade territory (e.g., major plumbing/heating/electrical), stop that portion and notify client. Document the change and update quote as needed or refer out.
  4. Completion & Handover
    • Conduct final walkthrough with client: ensure all quoted tasks are completed, verify client’s satisfaction.
    • Provide invoice reflecting standard vs sliding-scale rate, specifying any extra materials or add-ons.
    • Offer client any after-care instructions (e.g., paint curing, general maintenance).
    • Archive job documentation (scope, quote, final invoice, client feedback).
  5. Follow-up & Quality Assurance
    • After ~1-2 weeks, follow up with client to confirm satisfaction, note any emerging issues.
    • Address minor touch-ups or adjustments under warranty (as per your policy) for non-licensed tasks.
    • If recurring work or contract (maintenance plan) is proposed, provide adjusted pricing and schedule.

Exclusions

  • This handyman service will not perform:
    • Electrical wiring modifications, panel upgrades, re-wiring.
    • Plumbing system alterations (installing new lines, replacing main drains, sewer work).
    • Gas line installation or servicing, gas-appliance hooking, HVAC major changes.
    • Structural modifications (removing load-bearing walls, replacing foundation).
    • Permitted major renovation work requiring building permits or contractor license.
  • These tasks must be undertaken by properly licensed trades or contractors and are beyond the scope of this non-licensed handyman service.

Insurance & Liability

  • Mander OnDemand will maintain general liability insurance covering non-licensed handyman work, protecting both client and provider from accidental damage or injury.
  • Workers (if any) will be registered with WSIB or have adequate coverage as required under Ontario law for their employment status.
  • Clear documentation of scope and exclusions is maintained for each job to reduce risk of scope creep into licensed-trade territory.

Sliding-Scale Service Statement

  • In alignment with our mission to support marginalized individuals and communities, a sliding-scale rate is offered for eligible clients (e.g., homes supporting individuals with different abilities, low-income households, nonprofit housing).
  • The sliding-scale rate will be determined case by case, based on a standard rate baseline and adjusted downward (e.g., 20-50% discount) while still covering base costs.
  • Eligibility criteria and documentation will be clearly defined and communicated at engagement stage.

Review & Amendment

  • The policy will be reviewed annually (or whenever provincial regulations change) to ensure ongoing compliance with trade-licensing and municipal by-laws.
  • Any amendments will be communicated to staff, helpers, and reflected in the client service agreement/quote template.