diff --git a/perllib/FixMyStreet/App/Controller/Admin/Templates.pm b/perllib/FixMyStreet/App/Controller/Admin/Templates.pm
index 43a657ad546..151febf2594 100644
--- a/perllib/FixMyStreet/App/Controller/Admin/Templates.pm
+++ b/perllib/FixMyStreet/App/Controller/Admin/Templates.pm
@@ -126,6 +126,15 @@ sub edit : Path : Args(2) {
             }
 
             $template->auto_response( $c->get_param('auto_response') && ( $template->state || $template->external_status_code ) ? 1 : 0 );
+
+            if ($body_cobrand) {
+                my $errors = $body_cobrand->call_hook(validate_response_template => $template);
+                if ($errors && ref $errors eq 'HASH') {
+                    $c->stash->{errors} ||= {};
+                    %{ $c->stash->{errors} } = (%{ $c->stash->{errors} }, %$errors);
+                }
+            }
+
             if ($template->auto_response) {
                 my @check_contact_ids = @new_contact_ids;
                 # If the new template has not specific categories (i.e. it
diff --git a/perllib/FixMyStreet/Cobrand/Dumfries.pm b/perllib/FixMyStreet/Cobrand/Dumfries.pm
index 928454ff887..42db37a79c6 100644
--- a/perllib/FixMyStreet/Cobrand/Dumfries.pm
+++ b/perllib/FixMyStreet/Cobrand/Dumfries.pm
@@ -323,6 +323,57 @@ sub state_groups_inspect {
     ]
 }
 
+=head2 response_template_override
+
+When an update moves a report from planned to confirmed, use the first
+matching response template whose title starts with "Cancelled Job".
+
+=cut
+
+sub response_template_override {
+    my ($self, $problem, $state, $old_state) = @_;
+
+    return unless $old_state eq 'planned' && $state eq 'confirmed';
+
+    return $problem->response_templates->search({
+        'me.title' => { -like => 'Cancelled Job%' },
+    }, {
+        order_by => 'me.title',
+    })->first;
+}
+
+
+=head2 validate_response_template
+
+
+Performs some custom validation for templates whose title start with 'Cancelled Job':
+can't be auto-response; can't be for an external status code; must be for 'confirmed' state.
+=cut
+
+sub validate_response_template {
+    my ($self, $template) = @_;
+
+    return unless ($template->title || '') =~ /^Cancelled Job/;
+
+    my %errors;
+
+    if (($template->state || '') ne 'confirmed') {
+        $errors{state} =
+            'Templates whose title starts with "Cancelled Job" are reserved for cancelled job handling and must use the Open state.';
+    }
+
+    if ($template->external_status_code) {
+        $errors{external_status_code} =
+            'Templates whose title starts with "Cancelled Job" are reserved for cancelled job handling and cannot use an external status code.';
+    }
+
+    if ($template->auto_response) {
+        $errors{auto_response} =
+            'Templates whose title starts with "Cancelled Job" are reserved for the cancelled job feature and cannot be set as auto-response.';
+    }
+
+    return %errors ? \%errors : undef;
+}
 
 =head2 validate_response_template_external_status_code
 
diff --git a/perllib/FixMyStreet/DB/Result/Problem.pm b/perllib/FixMyStreet/DB/Result/Problem.pm
index 0f742d2e13b..d5c2e8cda45 100644
--- a/perllib/FixMyStreet/DB/Result/Problem.pm
+++ b/perllib/FixMyStreet/DB/Result/Problem.pm
@@ -928,6 +928,7 @@ sub response_templates {
 
 sub response_template_for {
     my ($self, $body, $state, $old_state, $ext_code, $old_ext_code) = @_;
+    my $cobrand = $body->get_cobrand_handler;
 
     # Response templates are only triggered if the state/external status has changed.
     # And treat any fixed state as fixed.
@@ -943,8 +944,6 @@ sub response_template_for {
             push @$state_params, { 'me.state' => $state, 'me.external_status_code' => ["", undef] };
         }
         if ($ext_code_changed) {
-            my $cobrand = $body->get_cobrand_handler;
-
             # Allow cobrands to use regex matching for wildcard patterns in templates
             if (my $regex_match = $cobrand && $cobrand->call_hook(
                 response_template_external_status_code_regex_match => $ext_code
@@ -972,6 +971,14 @@ sub response_template_for {
             auto_response => 1,
             -or => $state_params,
         }, $order )->first;
+
+        if ($cobrand) {
+            $template = $cobrand->call_hook(
+                response_template_override => $self,
+                $state,
+                $old_state,
+            ) || $template;
+        }
     }
     return $template;
 }
diff --git a/t/cobrand/dumfries.t b/t/cobrand/dumfries.t
index 77906281aa5..fc44d373693 100644
--- a/t/cobrand/dumfries.t
+++ b/t/cobrand/dumfries.t
@@ -8,6 +8,8 @@ use Test::More;
 use Test::MockModule;
 use Test::MockTime qw(:all);
 use LWP::Protocol::PSGI;
+use Open311;
+use Open311::GetUpdates;
 use t::Mock::MyGovScotOIDC;
 
 my $mech = FixMyStreet::TestMech->new;
@@ -759,6 +761,172 @@ subtest 'admin template external_status_code validation' => sub {
     };
 };
 
+subtest 'planned->confirmed uses Cancelled Job template override' => sub {
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => ['dumfries'],
+    }, sub {
+        my $test_problem = FixMyStreet::DB->resultset('Problem')->create({
+            postcode           => 'DG1 1AA',
+            bodies_str         => $body->id,
+            areas              => ',2656,',
+            category           => 'Potholes',
+            title              => 'Cancelled Job override test problem',
+            detail             => 'Test detail',
+            used_map           => 1,
+            name               => 'Reporter',
+            anonymous          => 0,
+            state              => 'planned',
+            confirmed          => DateTime->now->subtract(days => 1),
+            lastupdate         => DateTime->now->subtract(days => 1),
+            latitude           => 55.0706,
+            longitude          => -3.9568,
+            user_id            => $reporter->id,
+            cobrand            => 'dumfries',
+            external_id        => 'dumfries-open311-cancelled-job-1',
+        });
+
+        my $normal_template = FixMyStreet::DB->resultset('ResponseTemplate')->create({
+            body_id => $body->id,
+            title => 'Normal Confirmed Auto Template',
+            text => 'Normal confirmed template text',
+            auto_response => 1,
+            state => 'confirmed',
+            external_status_code => '',
+        });
+
+        my $cancelled_job_template = FixMyStreet::DB->resultset('ResponseTemplate')->create({
+            body_id => $body->id,
+            title => 'Cancelled Job - Planned to Confirmed',
+            text => 'Cancelled job template text',
+            auto_response => 0,
+            state => '',
+            external_status_code => '',
+        });
+
+        my $open311 = Open311->new(endpoint => 'http://example.com', jurisdiction => 'dumfries');
+        my $updates = Open311::GetUpdates->new(
+            current_open311 => $open311,
+            current_body => $body,
+            system_user => $staff_user,
+        );
+
+        subtest 'override applies for planned->confirmed transition via update processing' => sub {
+            my $request = {
+                comment_time => DateTime->now,
+                status => 'OPEN',
+                description => '',
+                update_id => 'cancelled-job-override-1',
+                external_status_code => '',
+            };
+
+            my $comment = $updates->process_update($request, $test_problem);
+            ok $comment, 'Update comment created';
+            is $comment->text, 'Cancelled job template text',
+                'Cancelled Job template text used for planned->confirmed';
+            is $comment->problem_state, 'confirmed',
+                'Comment state is confirmed';
+
+            $test_problem->discard_changes;
+            is $test_problem->state, 'confirmed',
+                'Problem moved to confirmed';
+        };
+
+        subtest 'override does not apply outside planned->confirmed transition' => sub {
+            $test_problem->update({
+                state => 'investigating',
+                lastupdate => DateTime->now->subtract(hours => 1),
+            });
+            $test_problem->discard_changes;
+
+            my $request = {
+                comment_time => DateTime->now,
+                status => 'OPEN',
+                description => '',
+                update_id => 'cancelled-job-override-2',
+                external_status_code => '',
+            };
+
+            my $comment = $updates->process_update($request, $test_problem);
+            ok $comment, 'Second update comment created';
+            is $comment->text, 'Normal confirmed template text',
+                'Normal template used when transition is not planned->confirmed';
+        };
+
+        $test_problem->comments->delete;
+        $normal_template->delete;
+        $cancelled_job_template->delete;
+        $test_problem->delete;
+    };
+};
+
+subtest 'admin validates reserved Cancelled Job templates' => sub {
+    FixMyStreet::override_config {
+        ALLOWED_COBRANDS => ['dumfries'],
+    }, sub {
+        $mech->log_in_ok($superuser->email);
+
+        subtest 'auto-response set on Cancelled Job title is rejected' => sub {
+            $mech->get_ok('/admin/templates/' . $body->id . '/new');
+            $mech->submit_form_ok({ with_fields => {
+                title => 'Cancelled Job - Reserved Template',
+                text => 'Template text',
+                state => 'confirmed',
+                auto_response => 'on',
+            } });
+
+            is $mech->uri->path, '/admin/templates/' . $body->id . '/new',
+                'Not redirected when reserved template is set as auto-response';
+            $mech->content_contains('reserved for the cancelled job feature',
+                'Reserved-template validation message shown');
+        };
+
+        subtest 'Cancelled Job title must use Open state' => sub {
+            $mech->get_ok('/admin/templates/' . $body->id . '/new');
+            $mech->submit_form_ok({ with_fields => {
+                title => 'Cancelled Job - Wrong State',
+                text => 'Template text',
+                state => 'investigating',
+            } });
+
+            is $mech->uri->path, '/admin/templates/' . $body->id . '/new',
+                'Not redirected when reserved template uses non-open state';
+            $mech->content_contains('must use the Open state',
+                'Open-state validation message shown');
+        };
+
+        subtest 'Cancelled Job title cannot use external status code' => sub {
+            $mech->get_ok('/admin/templates/' . $body->id . '/new');
+            $mech->submit_form_ok({ with_fields => {
+                title => 'Cancelled Job - External Code',
+                text => 'Template text',
+                state => 'confirmed',
+                external_status_code => 'status1:outcome1:priority1',
+            } });
+
+            is $mech->uri->path, '/admin/templates/' . $body->id . '/new',
+                'Not redirected when reserved template uses external status code';
+            $mech->content_contains('cannot use an external status code',
+                'External status code validation message shown');
+        };
+
+        subtest 'Cancelled Job title without auto-response is allowed' => sub {
+            $mech->get_ok('/admin/templates/' . $body->id . '/new');
+            $mech->submit_form_ok({ with_fields => {
+                title => 'Cancelled Job - Manual Template',
+                text => 'Template text',
+                state => 'confirmed',
+            } });
+
+            is $mech->uri->path, '/admin/templates/' . $body->id,
+                'Redirected when Cancelled Job template is not auto-response';
+            $mech->delete_response_template($_)
+                for $body->response_templates->search({ title => 'Cancelled Job - Manual Template' });
+        };
+
+        $mech->log_out_ok;
+    };
+};
+
 subtest "check not responsible as correct text" => sub {
     my $c = FixMyStreet::DB->resultset('Comment')->create({
         problem => $problem, user => $problem->user, anonymous => 't', text => 'Update text',