Collect the location, reported issue, contact details and access constraints, then route the enquiry for the right next step without diagnosing the roof.
Open with the location and contact
Start with the property address and a callback number. Read both back, especially when the caller is reporting damage away from their own home. Ask whether they are the owner, occupier or a representative and who can authorise a visit. Record a useful contact name rather than assuming the person paying is the person opening the door. A complete address is more valuable than an elaborate description attached to the wrong property. Keep the intake short enough that a caller can finish it during an inconvenient moment.
Capture the report without converting it into a diagnosis
Ask: “What have you noticed, and when did you first notice it?” Separate the caller’s words from your notes. “Water appeared in the upstairs ceiling during rain” is an observation; “the flashing has failed” may only be a guess. Note whether the issue is ongoing, whether a previous visit exists and which part of the property is affected. Do not promise that a repair is possible or estimate a replacement from the phone description. Mark the record as awaiting assessment so the next person understands its limits.
Collect access information safely
Ask about gates, parking, restricted opening hours and the person who will provide access. Do not ask customers to climb onto a roof, enter a loft that feels unsafe or move roofing materials to improve the description. HSE’s guidance on fragile surfaces explains why roof access deserves professional planning. Existing photographs can be useful if the business has an approved way to receive them, but photographs should not become a condition of obtaining a callback. The roofer decides what inspection method is appropriate.
Choose a clear outcome
Use three administrative outcomes: visit confirmed, callback required or outside the agreed service scope. For a confirmed visit, include the appointment window and whether it is an inspection rather than completed work. For a callback, name the responsible person and the promised contact window if your team has agreed one. If the property is outside your area, explain that honestly. Avoid a vague “someone will be in touch” when no one owns the record. Where a caller reports immediate danger, follow the business’s approved escalation policy.
Check the handoff before ending
Read back a compact summary: address, reported issue, access contact and next step. Ask the caller to correct it. A useful test record might say: “Tenant reports a ceiling stain after rain; landlord authorisation not yet confirmed; access after 2 pm; office to call tomorrow.” Test intake using a corrected address, an unavailable slot and a tenant enquiry. Check what reaches the calendar or CRM, not merely the conversation. Compare this checklist with the KEDO roofing answering workflow and confirm which fields your own setup will support.
Sources and editorial notes
The workflow and examples are KEDO Labs editorial recommendations, not a promise of product functionality or professional advice. Sources checked October 8, 2026.
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