Roofing business guide
What to ask when someone calls with an active roof leak
On an active roof leak call, ask about safety before anything else: is water near light fixtures or outlets, and is the ceiling sagging? Then find out where it's coming in, what kind of roof it is, and whether a storm just passed. Get the address and a callback number, give one clear safety step, and be honest that nobody goes up in lightning or high wind.
It's raining sideways, a homeowner is standing in a wet hallway, and your phone is ringing while you're finishing a tear-off across town. Leak calls are panic calls. The questions you ask in the first two minutes decide whether you protect the house, protect the caller, and end up with the repair.
Safety first, then the roof
The homeowner wants to talk about the roof. You need to talk about the room first. Water and electricity share a ceiling, and a drywall ceiling holding a pool of water can drop without warning. Your first questions are about people, not shingles.
Safety first: If water is coming through or near a light fixture, outlet or ceiling fan, tell the caller to turn off that circuit at the breaker if they can reach the panel safely, and to stay out of the room. If the ceiling is bulging, keep everyone out from under it.
The script
This is a starting point, not a speech. Say it in your own words and cut anything that doesn't fit your company.
YouThanks for calling. Is water coming in right now?
CallerYes, it's dripping from the ceiling in the upstairs bedroom.
YouOkay. Is it anywhere near a light, a ceiling fan or an outlet?
CallerIt's coming out around the light.
YouThen please switch off the breaker for that room if you can get to the panel without walking through water, and stay out of there for now. Is the ceiling sagging or bubbled anywhere?
CallerThere's a bubble next to the light.
YouKeep everyone out from under it. Put a bucket and some towels near the edge of the wet spot. Did a storm come through, or has this been getting worse over time?
CallerThe wind was crazy last night. I think some shingles blew off.
YouThat helps. Is this a one-story or two-story house, and do you know what's on the roof, like regular shingles, metal or tile?
CallerTwo stories, regular shingles.
YouGot it. Can I get your name, the address with the city, and the best number to reach you? Any gate code or dogs in the yard?
CallerSure. It's Paula Grant, 418 Birch Lane in Westfield. No dogs.
YouThanks, Paula. Nobody can go up while there's lightning or wind like this, because a wet roof is dangerous to walk. As soon as it's safe, we'll get a tarp on to stop the water, and then we'll find the source and give you a price to fix it. I can have someone there between 7 and 9 tomorrow morning, or between 9 and 11. Which is better?
Why each question earns its spot
- "Is water coming in right now?" separates a live leak from an old stain the homeowner just noticed. Stains can wait for a regular window.
- The light and outlet question is the one that keeps someone from getting hurt. It also tells you the leak is probably above an electrical box, which narrows the hunt in the attic.
- Storm or slow build points you toward wind damage and blown tabs, versus a cracked pipe boot, failed step flashing or an ice dam that's been working for weeks.
- Stories and roof type tell you which ladder, how many people and whether it's even a job you take. Tile and slate need someone who knows how to walk them.
- Access details save you from a locked side gate at 7 a.m. with a tarp on your shoulder.
What not to say on a leak call
Stressed callers remember everything you say. Keep these out of the conversation:
- "You need a new roof." You haven't seen it. A single failed boot can soak a bedroom.
- "Insurance will cover that." You don't know their policy, and it isn't your call to make.
- "We'll be up there tonight." Not unless it's safe and you really will. A missed promise in a storm is remembered longer than an honest "first light."
- A price for the repair. Quote the tarp or the service call if you have a set number. The fix waits until you find the source.
When you can't pick up
Leak calls cluster. The same wind that hit Paula's house hit her whole street, and you'll get six of these while you're on a ladder. Callers who reach voicemail during a storm keep dialing down the list. If calls keep stacking up after weather, how fast to get back to roofing leads covers the callback side, and what a missed call costs puts a number on it.
Write your leak rules before the next storm
Decide three things on a dry day: whether you tarp after dark, what an emergency tarp costs, and how many open windows you hold back during storm weeks. Write your safety sentence down and use the same one every time. If the leak came with hail or wind, the homeowner will ask about insurance next, and how to explain the claim process keeps you on the right side of the line. Other storm and phone guides are on the roofers page.
Questions owners ask
Should I send someone out at night for a roof leak?
Only if it's safe and you've priced it that way. Walking a wet roof in the dark is how people get hurt, so many roofers handle night calls with safety advice over the phone and a first-light tarp visit. If you do go out after hours, set an emergency tarp price ahead of time and say it before you dispatch.
What should an emergency tarp cost?
It varies a lot by market, roof height, pitch and the size of the opening. Many roofers set a flat minimum for a standard tarp and go up from there for steep or tall roofs. Decide your number in advance and quote it on the call, rather than working it out in someone's driveway at 10 p.m.
Is it okay to tell a homeowner to poke a hole in a bulging ceiling?
Plenty of roofers suggest it, but be careful how you say it. A sagging ceiling full of water can come down suddenly, and there may be wiring nearby. If you mention it, pair it with turning off power to that area, keeping people out from under it, and putting a bucket in place first. When in doubt, tell them to stay out of the room.
Does a leaking roof mean the homeowner needs a new roof?
Not necessarily. Plenty of leaks come from a single failed pipe boot, lifted flashing or a few blown-off shingles on an otherwise sound roof. Don't hint at a replacement over the phone. Find the source first, then give an honest repair or replacement recommendation once you've seen it.
Should I ask about insurance on a leak call?
Only lightly. It's fair to ask whether a storm came through recently, because that helps you document the cause. Don't tell the caller whether the damage is covered. Suggest they photograph the ceiling and anything wet, and let them talk to their agent about the policy.