How customer photos can save plumbers a wasted call-out
A couple of phone photos can tell you the boiler model, the size of the leak or whether it's a job you take at all, before you've set off. Here's what to ask for.
By JobsAnswered team · Published · 2 min read
The short answer
Ask for photos whenever the job depends on something the customer can see but can't describe: a boiler display, a leaking fitting, the size of a damp patch. Make it easy (a link, not an app), make it optional, and never hold up an urgent job waiting for them.
What photos tell you
- Whether to go at all. Some jobs aren't ones you do, and a photo shows it before you've driven there.
- What to bring. The right part or fitting the first time.
- How urgent it really is. A drip into a bucket or water across the floor.
- Roughly what it'll involve, so your callback is a useful conversation rather than twenty questions.
What to ask for
| Job | Useful photos |
|---|---|
| Leak | Where it's coming from, where it's going, the wider area |
| Boiler fault | The display or error code, the data badge (make and model), the pressure gauge |
| Boiler replacement quote | The boiler, the flue, the cupboard or space around it |
| Tap, toilet or shower | The fitting, and underneath or behind it if accessible |
| Radiator | The radiator, the valves at each end |
| Bathroom or kitchen quote | The whole room from the doorway, plus close-ups of problem areas |
How to ask without putting people off
- Offer it as a help, not a requirement: "Would it help if I text you a link so you can send a few photos?"
- Send a link they can tap, rather than asking them to email or install something.
- Keep it optional. If they'd rather not, carry on. You'll still get the job.
- Don't wait. For urgent jobs, send the details first and let the photos follow.
Privacy and common sense
Photos of someone's home are personal. Store them privately, only use them for the job, and delete them on request. Don't ask people to photograph anything dangerous: if they mention a gas smell, the only advice is to call the National Gas Emergency Service on 0800 111 999.
Caveats
Photos don't replace a visit. They can be misleading (a small stain can hide a big leak), so treat them as a first look, not a diagnosis.
JobsAnswered offers callers a photo link when it would help and attaches the pictures to your job text. See photo collection.