For busy Domestic retrofit coordinators

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

A whole-house retrofit can involve the occupants, assessor, designer, installers, funder and evidence from several stages. Ziverly can gather where the project has reached and who is already involved while you are reviewing another property's risks and documentation, without offering a recommendation or compliance view.

See what could help Try your own numbers

A familiar moment

The homeowner with an assessment and several possible measures

You are checking a project file when a homeowner calls after receiving a retrofit assessment for insulation, ventilation and heating changes. Ziverly can record the property, occupancy in broad terms, project purpose and current stage, assessments, plans or energy documents held, proposed measures as described, designers, installers or funders already involved, scheme context, timing, access and preferred contact. It does not assess risk, determine whether PAS or a funding route applies, interpret reports, prioritise or design measures, appoint installers, give technical, grant, legal or compliance advice, accept the coordination role, quote or promise performance. Active gas, electrical, fire, structural or health hazards need the appropriate urgent 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.

Measures cannot be considered in isolation

Fabric, ventilation, heating, moisture, occupancy and sequencing may interact across the whole project.

The document trail matters

Assessments, designs, evidence, scheme information and professional roles need to remain clear from the first enquiry.

Risk review demands concentration

Incoming prospects can be organised without interrupting technical review, coordination meetings or quality records.

What a better handover can change

Less interruption now, a clearer thread afterwards.

The project team and stage are visible

Review the property, occupancy, purpose, documents, proposed measures, professionals, scheme and timing together.

No retrofit pathway is assumed

Your approved wording can keep risk, standards, design, funding, compliance and performance subject to proper review.

The missing evidence request persists

Add the assessment, ventilation or installer-detail question you need for that project contact's next call.

Navi, The Guide
Available in Ziverly

Navi, The Guide

For whole-house retrofit coordination enquiries, start with the interruption you most want to remove, then choose how calls reach Ziverly and how you want to keep the follow-up moving.

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, project stage, documents, proposed measures, professional team and scheme context in your App summary.

  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 the approved assessment, ventilation or installer-detail question so Ziverly can use it when the project contact 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.

    Once the current project's evidence is secure, verify your PIN to hear which retrofit coordination enquiries await review and update their priority.

Use your own numbers

What might unanswered calls represent for your business?

If an average coordination engagement is worth around £1,500 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.

PAS 2035 projects require a suitably qualified coordinator; grant and certification scheme rules change and must be checked per project.

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 say which retrofit measures should come first?

No. It gathers the project context; risk assessment, sequencing and technical recommendations remain with the qualified team.

Will it confirm funding or PAS eligibility?

No. Scheme, competence, evidence and funding requirements must be checked against the current project and rules.

Can it accept the coordinator appointment?

No. Conflicts, competence, scope, fees, appointment and compliance responsibilities remain with your practice.

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.

Create your free account Talk it through Back to Residential surveying & diagnostics