For busy Domestic retrofit assessors

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

A domestic retrofit assessment brings the home, its occupants and existing energy evidence into one coordinated starting point. The first call should establish the project and available information without jumping ahead to measures, grants or promised performance. Ziverly can organise that context while you are surveying or preparing another assessment.

See what could help Try your own numbers

A familiar moment

The household entering a coordinated whole-house retrofit

You are completing an occupancy assessment when a coordinator calls about a house moving into a planned whole-house retrofit. Ziverly can capture the property, construction and occupancy at the introductory level supplied by the caller, household priorities, comfort or energy concerns, EPC and existing surveys, previous alterations, proposed programme, funding or scheme context without interpreting eligibility, professional team, project stage, access and preferred response. It does not assess the dwelling or occupants, recommend measures, establish an improvement option evaluation, calculate energy performance, identify defects, determine grant or scheme eligibility, interpret PAS requirements or Building Regulations, accept an appointment, quote or promise savings and compliance. Survey, evidence gathering, assessment outputs and coordination remain with competent and authorised professionals. The page centres on the assessor's evidence-gathering role within a coordinated retrofit rather than general suggestions for home improvements.

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.

The home and household both form part of the evidence

Construction, occupancy, comfort priorities and existing reports need gathering without turning reception into an assessment.

Retrofit roles can easily be blurred

Assessor, coordinator, designer and installer responsibilities should remain clear from the first project handover.

A survey cannot be rushed between calls

New enquiries can be organised while you concentrate on observations, evidence and another household's privacy.

What a better handover can change

Less interruption now, a clearer thread afterwards.

The evidence trail starts coherently

Review property, occupancy context, household priorities, EPC, surveys, previous work, scheme stage and professional team.

No retrofit measure is recommended early

Your approved wording keeps assessment, options, eligibility, performance and compliance within the coordinated process.

A missing evidence item can be retained

Add the EPC, survey, alteration-history or occupancy question you want Ziverly to ask if the project contact rings again.

Adiel, The Spirit of Service
Available in Ziverly

Adiel, The Spirit of Service

Someone calling about whole-house retrofit assessments 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 the property, occupancy context, household priorities, EPC, surveys, previous alterations, scheme stage and professional team after your notification.

  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 AI-facing note with the response window or the EPC, survey, alteration-history or permitted occupancy question still needed.

  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.

    When the current household's assessment information is secure, use PIN-protected Owner Voice Access to hear which retrofit assessments await review.

Use your own numbers

What might unanswered calls represent for your business?

If an average retrofit assessment is worth around £450 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.

Government-funded or PAS 2035 work normally requires appropriate competence, scheme registration and coordination under the current standard.

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 retrofit measures?

No. It gathers project and evidence context, while assessment and recommendations remain with the relevant professionals.

Will it say whether a household qualifies for funding?

No. Scheme rules, eligibility, grants and finance require the relevant authorised process.

Can it predict savings or a future energy rating?

No. Performance, cost, comfort, modelling and compliance depend on proper assessment, design and completed work.

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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