What should a plumbing receptionist ask a new customer?

The right handful of questions turns a vague enquiry into a job you can price, prioritise and plan. Here's a checklist anyone answering your phone can use.

By JobsAnswered team · Published 4 October 2026 · 2 min read

The short answer

Every call should capture name, best number, postcode and what the problem is. Then ask only what helps you decide how urgent it is, whether you'll take it, and what to bring. Don't ask everything every time.

The essentials (every call)

Name.
Best number to call back. Check it, especially if the caller ID is withheld.
Postcode. Ask early: it tells you straight away whether you cover the area.
What's the problem? In their words, one or two sentences.
When can we reach you? Best time to call back.

For leaks

Is water still running now?
Where is it coming from and where is it going? (Through a ceiling, onto a floor, into a cupboard)
Is anything electrical wet or near the water?
When did it start? Is it getting worse?
Do you know where your stopcock is? (Record the answer. Don't talk them through turning it off unless that's your approved policy.)

For boilers and heating

No heating, no hot water, or both?
Make of boiler, if they know.
Any error code on the display?
Is anyone in the house elderly, very young or unwell? (This often decides urgency.)
Is it a service, a breakdown or a replacement quote?

About the property

Do you own it, rent it, or are you the landlord or agent? (Tenants may need the landlord's permission; landlords may need certificates.)
House or flat? Any access issues: parking, keys, pets, top-floor flat?

Things not to ask or say

Don't guess what's wrong. Write down the symptoms.
Don't quote prices unless you've agreed which ones can be given.
Don't promise an arrival time unless it's been confirmed.
If they mention a gas smell or carbon monoxide, stop and direct them to the National Gas Emergency Service on 0800 111 999, or 999 if anyone is in danger. Don't diagnose it.

Photos

Ask whether they can send a photo. A picture of a leak, a boiler display or a damaged fitting often answers questions nobody thought to ask. Why photos help.

A message template

[URGENT / ROUTINE] – [job type] [Name] · [postcode] [Problem in one sentence] [Water still running? Electrics affected? Vulnerable person?] Available: [when] · Call: [number]

That's the format JobsAnswered sends as a text lead summary, but it works just as well on a notepad.