---
title: "Manage customer relocation"
slug: "manage-customer-relocation"
updated: 2026-04-25T01:32:18Z
published: 2026-04-25T01:32:18Z
---

> ## 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)** on the Customer Record. ![Customer profile](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-yy58wr20.png)
  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)** next to the location name. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-customer-relocation-image-x6lzxlco.png)
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)
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)**.
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)** 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)
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)