--- title: "Manage customer relocation" slug: "manage-customer-relocation" updated: 2026-07-10T22:25:59Z published: 2026-07-10T22:25:59Z canonical: "help.servicetitan.com/manage-customer-relocation" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage customer relocation ## Overview Manage relocations when a customer moves from one location to another, including moves to or from a service location you've worked at previously. This ensures that customer and Location Records remain up-to-date and accurate. [Manage customer relocation Video](https://fast.wistia.net/embed/iframe/kj49hjtytg?web_component=true&seo=true&videoFoam=false) --- ### ****Who uses this feature**** - Office employees - Primarily benefits Residential Service and Replacement business types - Applies to all trades ## When a customer moves out of a service location When a customer moves out, add their new location, update their billing address, and remove the old location. #### **Add the new location and update the billing address** 1. Follow the steps to [add the new service location](/v1/docs/create-a-new-location-record) to the Customer Record. 2. After you've added the new location, update the customer's billing address: 1. Click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-owfcbpwz.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D)** on the Customer Record. ![Customer profile](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-yy58wr20.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D) 2. Enter the new billing address. 3. Click **Save**. 3. If the customer is ready, [book the job](/v1/docs/book-a-job). #### Remove the old location To maintain a record of the work done at the old location, move it to a placeholder customer until a new owner moves in. We recommend creating one placeholder Customer Record that you move all old locations to when someone moves out of them. For example, move old addresses to a placeholder customer named *New Homeowner*. 1. [Create a new customer](/v1/docs/create-a-customer-record) named *New Homeowner*. 2. [Search for](/v1/docs/use-search-in-servicetitan) and open the old Location Record. 3. Click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-wst64x55.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D)** next to the location name. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-x6lzxlco.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D) 4. Enter *New Homeowner* in the **Location Name** field. 5. Click the **Customer** dropdown and select the **New Homeowner** Customer Record you just created. ![Editing location details for customer](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-u7fe04ec.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D) 6. Delete any phone numbers or emails. 7. When finished, click **Save**. The old address is now under the *New Homeowner* Customer Record. ## When a customer moves to a location you've worked at If a new customer moves to a location you've serviced in the past, add them as a new customer and book the job. #### Add the new customer 1. [Add the new customer](/v1/docs/create-a-customer-record) and [book the job](/v1/docs/book-a-job). 2. Go to the navigation bar and click **Search ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-rb039np7.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D)**. 3. Click the **Search** dropdown and select **Location**. Use the filters to search for the address the new customer moved to. 4. Open the old Location Record, the one without the new customer's name. > [!TIP] > **Tip:** If you followed the steps to [remove the old Location Record from the previous owner's Customer Record](/v1/docs/manage-customer-relocation#when-a-customer-moves-out-of-a-service-location), it should be listed under the name New Homeowner. 5. Click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-ou5iqq2v.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D)** next to the old location's name. 6. Enter *Location History* in the **Location Name** field. 7. Click the **Customer** dropdown and select the new customer's name. ![Editing location details for a new homeowner](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-az7d3n7o.png?sv=2026-02-06&spr=https&st=2026-10-12T21%3A15%3A05Z&se=2026-10-12T22%3A15%3A05Z&sr=c&sp=r&sig=llH7ng3ILw%2FxMPJaw8tl2DIKZJvpojTNUaRtRQf0yf8%3D) 8. When finished, click **Save**. After the call, you can [merge the new customer's Location Record](/v1/docs/merge-and-unmerge-duplicate-customer-and-location-records#step-2-merge-the-duplicate-location-record-with-the-one-youre-keeping) with the old Location Record. This keeps the details of the work done at that location. > [!NOTE] > **Note:** Be sure to check with your company on how to handle customer discussions regarding historical service records. Do this before merging the location records to avoid possible privacy issues. ## Want to learn more? - Visit ServiceTitan Academy and enroll in [Managing Customer Relocation](https://servicetitan.docebosaas.com/academy/learn/courses/308/Managing-Customer-Relocation) - See [Change the customer on an existing location record](/v1/docs/change-the-customer-on-an-existing-location-record) - See [Merge and unmerge duplicate customer and location records](/v1/docs/merge-and-unmerge-duplicate-customer-and-location-records) - See [Customer and Location Records](/v1/docs/customerlocation-profiles) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)