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Lead Rejection Policy

We know that any longstanding lead generation partnership is built on mutual success. To ensure the success of both your business and ours, we’ve developed a lead rejection policy so that the leads you accept are genuine, viable sales opportunities.

In short If a lead isn’t a genuine, serviceable opportunity, we’ll replace it. This policy simply defines what qualifies — and what doesn’t — so replacements stay fair to every client.

Which leads qualify for a replacement

What types of invalid lead will you replace?

We’ll happily provide a replacement for any lead determined to be invalid due to:

  • Fake contact information (hoax or bogus details)
  • Repeat or duplicate leads (that we’ve sent you previously)
  • An address from a postcode outside your defined coverage area
  • Unserviceable properties based on roof, shading, house type.
  • Not meeting out established qualification criteria (homeowner, energy bill size,

Commercial leads — additional criteria

Commercial leads has its own qualification standards, so we’ll also replace a commercial lead if:

  • The contact is not the business owner or decision-maker
  • The property is unserviceable for example a store inside a shopping centre, where there’s no usable roof to install on
  • It’s not a commercial property a residential property submitted as a commercial enquiry (these are residential leads, not commercial)

What leads do you not replace?

We can’t replace leads for the following reasons:

  • Change of mind or circumstances — leads who have changed their mind about receiving information, or whose circumstances have changed, after submitting their enquiry.
  • Non-contact — leads you’ve been unable to reach on any of the contact details, except where the SMS-verified mobile number doesn’t work.
  • No conversion or varying levels of interest — leads who later claim they’re no longer interested, or were simply after more information.
  • “Did not enquire” claims — leads who claim they didn’t submit an enquiry. We can verify every lead is legitimate: 100% of our leads have consent recorded via ActiveProspect’s TrustedForm, and we capture each lead’s unique IP address and user agent (browser information).

Requesting and approving a rejection

How do I request a lead rejection?

Request the replacement of any potentially invalid lead using the Lead Rejection Form. You’ll need the lead’s Unique ID and mobile number, along with clear evidence of the lead’s invalidity.

How do you approve lead rejections?

The evidence we need depends on the reason for the rejection:

Rejection reason Evidence required
Clear-cut invalid — fake details, duplicates, outside your coverage area None — approved for replacement automatically
Unserviceable property — roof size, shading, roof type, etc. NearMap (or similar) screenshots
Contradicts the information provided — e.g. not the homeowner, or not the business owner / decision-maker, established on a call Call recordings or screenshots of written communication (emails, etc.)

How quickly are rejections approved?

We review all rejection requests within 2 business days. Within that time we’ll either approve the replacement or request further information to clarify or verify the claim.

Is there a time limit on requesting replacements?

Yes. Rejection requests should be made in a timely manner. While this varies with circumstances, requests must be made within 2 business days of identifying an invalid lead.

Note Replacement requests for leads older than 14 calendar days will not be approved. This prevents the batching of high volumes of rejection requests.

Have a specific question about any of the above? Let us know — your account manager is always happy to help.