A practical branch checklist · Updated 22 October 2026
Missed-call checklist for estate and letting agents
Find out what happens when your branch cannot answer. Use this short checklist with your team before changing your phone system.
Try the calls your team cannot take
Ring the branch while the lines are busy, just after closing and at the weekend. Note whether each caller reaches a person, a useful message or a dead end. Use test calls agreed with your team.
Check the follow-up
For each test, check who receives the enquiry, what details they get and who owns the callback. A useful record includes the caller’s name, contact details, property or area, reason for calling and any urgency.
Separate the conversations
A valuation request, a viewing enquiry and a repair report need different questions and destinations. Write down the information each team needs before they can help.
Agree the exceptions
Decide what happens when someone asks for a person, reports an urgent problem or calls outside your coverage. Follow your existing emergency guidance; do not leave callers expecting help that is unavailable.
Measure the useful outcome
Review calls offered, calls answered, enquiries captured and completed callbacks over the same period. Keep internal tests separate. A missed-call count alone does not tell you how many instructions were lost.