The questions, in this order
- Is water coming in right now, or is it a stain or a drip that has stopped?
- Is anything at risk: a sagging ceiling, water near lights or outlets, belongings underneath?
- Where does it show up: a ceiling, a wall, around a chimney, a skylight or a vent?
- When did it start, and does it only happen in heavy rain or wind?
- How old is the roof, and has anyone worked on it recently?
- Are they planning to make an insurance claim?
What to tell them before the visit
If the ceiling is bulging, keep everyone out of that room and put a bucket under it. Stay away from any water near lights or outlets, and switch that circuit off at the breaker only if you can reach it safely.
Just wait for the roofer.
Since water is coming in now, the first visit is about stopping it. The proper repair gets quoted once the roof is dry and safe to inspect.
The roofer will fix it all when they get there.
Take photos of the ceiling and anything wet before you move it. They help if you decide to make a claim.
Insurance will cover it.
The three ways this goes wrong
- Booking an active leak into next week's inspection slot. The damage inside grows while they wait.
- Promising what insurance will pay. That is the adjuster's decision, not something to guess on the phone.
- Sending the roofer without the details. Where it leaks and when decides what goes on the truck.
A roof leak call is triage before it is a booking. Find out whether water is coming in, keep them safe, and send the roofer knowing what they are walking into.
I answer the phones for roofing contractors, and I ask these questions on every leak call before anything is booked. callbobai.com