The quick answer
Use one incident reference and named contacts. Separate the driver’s safe status, confirmed vehicle details, approved work and outstanding actions. A report that a tyre has been fitted should not be confused with confirmation that all defects and follow-up requirements are closed.
Start with people and location
The first update should establish where the driver is and whether immediate emergency assistance is required. Follow the appropriate breakdown guidance; do not ask the driver to collect photographs or inspect a tyre while exposed to traffic. Once safe, agree how the office will contact them.
Write the actual location and approach information clearly. If the vehicle is in a depot, distinguish the postal address from the usable gate. If it is roadside, record the safely available location details without asking the driver to walk along the carriageway.
Separate confirmed facts from gaps
Use labels such as “confirmed from asset record”, “reported by driver” and “not yet checked”. The full tyre specification, wheel position and trailer identity may come from different sources. Make that clear rather than allowing a forwarded message to turn an estimate into a fact.
For example, “trailer T18, second axle left outer, size from fleet record; sidewall not safely checked” is a useful enquiry. It allows the provider to identify what still needs confirmation.
Give each decision an owner
| Decision | Named responsibility to establish |
|---|---|
| Immediate safety response | Driver and appropriate emergency/breakdown route. |
| Product and spending approval | Authorised fleet contact. |
| Technical work and assessment | Competent service personnel. |
| Return to use and follow-up | The operator’s responsible person under its system. |
This is a communication example, not a replacement for the operator’s documented responsibilities. Make sure the actual roles and escalation route are understood before an incident.
Keep updates short and factual
Record the time, new information and next agreed action. If attendance or product availability is not yet confirmed, say so. Avoid telling the driver “someone is coming” when the provider has only received an enquiry.
If a location, tyre specification or authorising contact changes, send one clear revised update to the relevant people. Keep earlier facts available in the record so that changes can be understood.
Handover across a shift change
Incident reference and asset: Driver safe status and callback: Confirmed location/access: Reported defect and source of tyre details: Provider and agreed work: Authorising person: Current status and time of last update: Outstanding action, owner and next contact:
The incoming colleague should know what remains open without rereading a long message thread. Do not treat a shift change as closure of the defect.
Close the incident with evidence
DVSA’s daily HGV check guidance requires defects to be reported and dealt with appropriately. Feed the work record into that process, including any further concerns. Retain the actual completion details and responsible decision rather than replacing them with a generic “done”.
A Fix My Tyre enquiry should include the replacement requirement, access details and authorising contact. Availability, price and attendance are confirmed through the enquiry, not inferred from this checklist.
Common questions
Should the office request a tyre photo straight away?
Only if the driver can obtain it safely. Immediate safety takes priority.
Does “replacement fitted” mean the incident is fully closed?
Check outstanding defects, follow-up and the operator’s return-to-use decision separately.
What should a new shift receive?
A concise factual status, named contacts and open actions, with access to the underlying record.
Sources and further reading
Guidance checked on 11 October 2026. Use the current official instructions for your vehicle and circumstances.