For busy Retrofit assessors

Call handling for Retrofit assessors, without losing focus on the job.

A retrofit-assessment enquiry may come from a homeowner planning energy improvements, a landlord preparing work or a household trying to understand conflicting recommendations. Ziverly can gather the property, occupancy and documents already held while you are assessing elsewhere, without predicting a route, rating, grant or result.

See what could help Try your own numbers

A familiar moment

The homeowner wanting a whole-house view before replacing windows and insulation

You are completing observations at another property when a homeowner calls after receiving separate quotations for windows, loft insulation and a heat pump. Ziverly can capture property type, age and broad location, occupancy and household priorities at a high level, current heating, hot water, ventilation and known insulation only as described, comfort, condensation, energy-use or maintenance concerns in the caller's words, proposed measures, previous EPC, surveys, plans, bills or retrofit documents available, listed, conservation or other status only if genuinely known, installer, coordinator, designer, architect, surveyor, lender, landlord, local authority or funding-body involvement, access, project stage, timing and preferred contact. It does not calculate energy performance, diagnose damp, mould, ventilation, structure or services, assess suitability, risk or sequencing, recommend measures, interpret PAS standards, Building Regulations, grants, finance, eligibility or compliance, prepare an assessment remotely, quote, accept the instruction or promise a lodged result. Immediate electrical, gas, fire, carbon-monoxide or structural danger needs the appropriate emergency and competent route.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

Individual measures affect one another

Insulation, ventilation, heating, moisture and occupancy need a whole-home view rather than isolated assumptions.

Existing documents need the right context

An EPC, survey or quotation can help prepare the discussion without deciding what should be installed.

Assessment depends on careful observation

A new household can be welcomed without interrupting methodical inspection and evidence gathering at the current home.

What a better handover can change

Less interruption now, a clearer thread afterwards.

Property and household priorities are ready

Review what the household hopes to improve and what measures it is already considering.

Documents and professionals stay connected

Keep EPCs, surveys, quotations and project participants visible without implying an endorsed route.

Your approved evidence request can persist

Add an EPC, floor-plan, energy-bill or earlier-survey request for that known property.

Adiel, The Spirit of Service
Available in Ziverly

Adiel, The Spirit of Service

Someone calling about home retrofit assessment is a person asking for help, not a conversion statistic. A calm welcome can make the next step easier for both of you.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    Review property and location, occupancy and priorities, caller-described heating, ventilation and insulation, concerns and proposed measures, available documents, status, professionals and funding bodies involved, access, stage, timing and preferred contact.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add an approved EPC, floor-plan, energy-bill or earlier-survey request so Ziverly can use your latest preparation note if that household calls again.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    After the current assessment evidence and household information are secure, verify your PIN to hear which retrofit enquiries await documents, a scope decision or a response.

Use your own numbers

What might unanswered calls represent for your business?

If an average assessment is worth around £550 to your business, even one suitable enquiry can be worth understanding properly. Replace that example with your own figures below.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Domestic energy assessors must be accredited to lodge EPCs; other diagnostic services should follow the relevant approved methodology and competence scheme.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly recommend which retrofit measures a home needs?

No. Property, occupancy, risks, interactions and objectives require a proper whole-home assessment.

Will it confirm grant, finance or scheme eligibility?

No. Funding rules, evidence, installers and eligibility need current information from the relevant scheme and professionals.

Can it predict the property's rating or energy savings?

No. Performance, cost, comfort and compliance cannot be promised from an introductory call.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

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