Each role concentrates on two of the six services. The emphasis is the same across all four: safe diagnosis, a written scope, and approval before any added work.
Owner and lead plumber
Leads diagnostic and repipe-assessment work and writes up the symptoms, the readings and the options for every job he attends. The role separates what has been measured from what still needs measuring, and does not promise a repair result before the pipework has been looked at.
Service coordinator
Turns enquiries into useful job notes by confirming the property type, what the enquiry concerns, the postal code, access needs and where the shut-off valve is. This role explains the next response window without advertising round-the-clock or guaranteed emergency work.
Senior service plumber
Carries out drain clearing, water heater service and fixture installation, and runs the pressure test before the tools are packed. Keeps the job sheet current so that a returning call starts from a drawing rather than from memory.
Drainage and repipe specialist
Surveys waste lines and supply runs, reads camera footage, and prices a partial repipe against a full one so the difference can be weighed rather than guessed. Also runs the water quality consultation.
One plumber stays with one job from the first reading to the handover. That is why a visit is booked against a scope rather than against an hour.
Readings first, written down and shown, with the options set out before anything is fitted.
An email when a seasonal reminder is worth sending, such as lagging an exposed run before a freeze or flushing a water heater. No fixed schedule, and one link in every message removes an address from the list.
It is published in the open, where anyone can copy it, so it is left short of its final polish and audit pass. The design chosen is fully audited and polished before it goes live.