ProposefulA missed-call audit for a plumbing and heating firm
A call-answering service rings a Leeds firm eight times in one week and follows each call to a booked visit. The audit shows the owner what a customer hears when they ring.
- Sent by
- A call-answering service
- Written for
- A plumbing and heating firm in Leeds
- Document
- Audit
- Interactive parts
- A before and after switch
Inside the document
These are screenshots of the published page. Pick a part to see it.
The brief
The owner agreed to a free review of how the business handles enquiries. The service wanted the findings to feel fair and specific, so every point ties to a call the owner can check.
The audit ends with one request: a short call to go through it.
Background
Firms in this trade are typically small. ONS figures for March 2025 count 46,450 VAT or PAYE registered businesses in plumbing, heat and air-conditioning installation in the UK, and 44,020 of them had fewer than ten employees.1 In a team that size, the person who answers the phone is often the person on the job.
The trade is also regulated. The Health and Safety Executive states that anyone employed to work on gas appliances in domestic premises must be a Gas Safe registered engineer.2
- Office for National Statistics, "Plumbing and heating enterprises, 2024 and 2025" (ad hoc release 3256, 28 January 2026)
- Health and Safety Executive, "Gas safety: frequently asked questions"
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