The leak line
From the first ring to the photo report
What each step is, who does it, and how long it takes.
- 01Any hour
Step 1: You call or text
Call (256) 555-0100 at any hour, or text (256) 555-0101 with a photo. Have the address ready, and where the water is coming in.
The lead on call answers the leak line
The text line is read from six in the morning to ten at night
If the water is coming in now, call instead of texting
- 02Window set on the call
Step 2: We give you a window
Before the truck leaves, you hear when to expect us. On weeknights, weekends and holidays, you also hear the after-hours rate.
An arrival window, not just "soon"
The after-hours rate, said on the phone
You can decline and call someone else
- 03Same night when safe
Step 3: We tarp it, or we say why not
A dry enough roof with the wind down gets a tarp and a secured opening. On a roof we won't climb, we tell you what to do inside and when we will be back.
Everyone on a roof is tied off
A tarp is temporary, and we say so
No repair starts until you say yes
- 04Within 24 hours
Step 4: You get the photo report
Tasha sends a photo report by text or email: the entry point, what we covered, and what the permanent fix is.
Within 24 hours of the visit
Photos of the leak, the cover and the cause
Written so you can forward it to an insurer or an owner
While you wait
Six things to do before we arrive
None of them needs a ladder.
Move what is under it
Furniture, rugs and anything electrical, out of the drip line.
Catch the water
A bucket, a towel under it, and a second bucket if it is running fast.
Mind the lights
If water is near a light fixture or an outlet, switch that circuit off at the panel and leave it off.
Stay off the roof
A wet roof is slick, and the leak is rarely where the stain is. Leave the climb to us.
Photograph it
The stain, the drip and the room, with the time. Text them to (256) 555-0101.
Write down when it started
Rain, wind or a storm date helps us find where it got in.
Hours
Who answers, and when
The leak line: (256) 555-0100
Answered 24/7 by the lead on call. Three leads take it a week each.
The text line: (256) 555-0101
Photos and questions, read daily from six in the morning to ten at night. For water coming in now, call instead.
The office line: (256) 555-0102
Monday to Friday, seven to five. Tasha books visits, sends estimates and the photo reports.
Nights and weekends
A night, weekend or holiday call-out costs more than a weekday visit. We say the rate on the phone before the truck leaves.
Safety
When we won't go up
A roof that is wet, windy, iced or in the middle of lightning is not a place for a person. When that is your roof, we do not climb. We tell you what to do inside, and we come back as soon as it is safe.
The first thing we do then is tarp.
We wait for any of these
Lightning in the area
Steady high wind
Ice or standing water on the roof
A pitch too steep to work without staging
The report
What the photo report shows
You get one report per address. It is written so that an owner, a landlord or an insurer can read it without us in the room.
Where the water got in, photographed
What we covered, and with what
What the permanent repair is
Whether a repair is enough, or the roof is near its end
Leak questions
What people ask on the phone
How fast will someone get here?
We give you an arrival window on the call, and we call again if it changes. It depends on the weather and where the lead is.
What if it is raining hard?
We do not climb a wet roof in lightning or high wind. We tell you what to do inside, and we are there when it is safe.
Is a tarp a repair?
No. A tarp keeps the water out until the permanent fix. We say how long it should hold, and what it does not cover.
The stain is in one room, but you want to look at the whole roof?
Water travels along the deck and the rafters before it drips. The stain is usually below and downhill of the entry point.
Will you talk to my insurance company?
We can meet your adjuster at the roof if you ask. You decide whether to file, and you deal with your insurer.
Water coming in right now?
Call the leak line. A person picks up, at any hour. Or text a photo and we will read it when we can.