For roofers
Storm enquiry triage checklist for roofers
One windy night can bring dozens of calls about slipped tiles, leaks and fallen chimneys. Work through them in order of urgency, not in the order they rang, and you help the people who need it most while keeping every other job from going cold. Print this and keep it by the phone or in the van.
Before the next storm
- Tarpaulins, battens, sandbags and fixings stocked in the van
- A storm voicemail message recorded and ready to switch on
- Your "we have your enquiry" text written and saved (see below)
- One list for every enquiry, not texts, missed calls and notes on scraps of paper
- Someone lined up to answer the phone while you are out, if you can
What to ask every caller
- Name, best phone number and full address with postcode
- Is water coming in now? Where, and how fast?
- Is water near light fittings, sockets or the fuse box?
- Is a ceiling sagging or bulging, or has anything fallen?
- What can they see from the ground: missing tiles, ridge, flashing, chimney, flat roof, gutters?
- House, flat or commercial building? How many storeys?
- Is anyone vulnerable in the property: elderly, unwell, young children?
- Are they insured, and have they told their insurer? Claim reference if they have one
- Can they send photos taken safely from the ground or a window?
- Owner, tenant or landlord? Who needs to approve the work?
Never ask a customer to go on the roof, up a ladder or into a loft they cannot safely reach. Photos from the ground or a window are enough to triage.
Sort every job by urgency
- Urgent: same day if safe to workWater entering near electrics, a sagging ceiling, structural damage or a vulnerable occupant. Make it safe as soon as conditions allow. If there is immediate danger, tell the caller to contact the emergency services.
- High: within 24 to 48 hoursAn active leak that is contained, such as water into a bucket, or a large area of missing tiles.
- Standard: this weekVisible damage with no leak yet, such as a few slipped tiles or loose flashing.
- Planned: book a surveyInspections, gutter clearing, moss and anything cosmetic. Book a date and set a follow-up so it does not get lost.
Only work at height when it is safe. Follow the HSE’s guidance on working at height and do not go up in high winds, whatever the pressure from callers.
Insurance jobs: what to record
- The claim reference and the insurer’s name
- The loss adjuster’s name and number, if one is appointed
- Dated photos before, during and after any temporary repair
- What you did as a temporary repair, and when
- A clear quote for the permanent repair, kept with the customer’s record
Insurance work often involves the homeowner, the insurer and a loss adjuster. A dated note of every call means you can answer "where are we with this?" in seconds.
Messages to send
Hi [name], it’s [your name] from [business]. Thanks for calling about your roof. We’ve logged your enquiry and we’re working through urgent leaks first. We expect to reach you on [day]. If water starts coming in near any electrics, call me straight away on [phone].
Hi [name], the tarp is on and should keep the weather out for now. I’ll send a price for the permanent repair by [day]. Keep any photos for your insurer, and let me know your claim reference when you have it.
Hi [name], just checking you received the repair quote for [address]. If your insurer needs anything from me, such as photos or a breakdown, I’m happy to send it.
After the storm
- Give every enquiry you could not get to a follow-up date, so it is not forgotten when things calm down.
- Chase permanent repair quotes a few days after sending them.
- Add guarantees and photos to each customer, so you can find them years from now.
- Ask happy customers for a review once the permanent repair is done.
Free resource from Bizora: bizora.co.uk/resources/roofers-storm-enquiry-checklist
