Delivery & replacements
Lead delivery and replacements
Every enquiry reaches your team two ways at once — a real-time email and a shared Google Sheet — and every order is backed by a written replacement policy.
A · Delivery
How leads reach your team
The moment a business owner submits the form, the enquiry is emailed to your nominated address and added as a row in your shared Google Sheet. There is no batch to wait for and no portal to check.
Real-time lead email · example
From: hello@businessenergylead.co.uk
To: your-team@example.com
Subject: New energy lead #BEL-24817 — Harbour View Café Ltd
A new business energy enquiry has just arrived:
- Business
- Harbour View Café Ltd
- Contact
- Alex Morgan
- Phone
- 07000 000000
- alex@example.com
- Postcode
- AB1 2CD
- Meter type
- Electricity and gas
- Bill band
- £1,000–£2,000
- Supplier
- British Gas
The same row has been added to your shared Google Sheet.
The shared Google Sheet
We add the rows; your team updates the Status and Notes columns as each lead is worked. Access is by Google account invite, so only the people you nominate can see your sheet.
- New
- Contacted
- Quoted
- Won
- Lost
- Replacement requested
If you need leads delivered straight into your own CRM instead, a webhook integration is quoted separately.
| Column | What it shows |
|---|---|
| Lead ID | The unique reference for the enquiry, used in replacement requests. |
| Received | The date and time the enquiry was submitted. |
| Business | The business name supplied on the form. |
| Contact | The decision-maker who asked for quotes. |
| Phone | The contact number supplied. |
| The email address supplied. | |
| Postcode | The business premises postcode. |
| Meter type | Electricity, gas or both. |
| Bill band | The average monthly bill band supplied by the business. |
| Current supplier | The supplier named by the business. |
| Source | The campaign the enquiry came from. |
| Consent ref | The reference for the recorded consent details. |
| Status | Updated by your team: New, Contacted, Quoted, Won, Lost or Replacement requested. |
| Notes | Updated by your team: call attempts, outcomes and replacement reasons. |
B · Replacements
The replacement policy
Faulty leads must be reported within 48 hours of delivery. No-response leads qualify after 5 unanswered calls at least 12 hours apart, reported within 7 days with attempts noted in the sheet. Mid-contract or already renewed businesses, a business choosing another broker after speaking to you, and uncompetitive prices are not replaceable.
| Reason | How to report | Time limit |
|---|---|---|
| Faulty lead: domestic enquiries, wrong or disconnected numbers, fake details, duplicates, outside the agreed bill band or region | Set Status to “Replacement requested” and write the reason in Notes, with the delivery reference. | Within 48 hours of delivery |
| No response from the business | Set Status to “Replacement requested” and record 5 call attempts at least 12 hours apart in Notes. | Within 7 days of delivery |
| Not replaceable: business chose another broker after speaking to you; your price was not competitive; business is mid-contract or already renewed | Record the outcome in Status and Notes; these are sales outcomes, not faulty leads. | — |
How to claim a replacement
Set the lead’s Status to “Replacement requested” and write the reason in Notes. For no-response leads, include the call attempts — at least five calls, at least twelve hours apart — so the request can be checked against the sheet.
We decide each request within two working days. Approved replacements join your next delivery, marked with a “REPLACEMENT” note so your team knows why the row is there.
This policy is identical to the replacement section of our terms and conditions.
C · After the exclusive period
What happens after 30 days
A paid real-time lead goes to one paying client for 30 days from delivery. After that period the enquiry may move to our aged list and be sold to other brokers as an aged lead.
Aged leads are our own enquiries, never third-party data, and they are not exclusive. Work your real-time leads promptly during the exclusive window — that is when the enquiry is newest and only your team has it.