Heather Washbrook was a funeral director in the family firm of G. Washbrook and Son. Terminally-ill Hayley Cropper chose the firm to handle her own arrangements, knowing that she only had a short time to live. She had to get Roy there under a subterfuge as he wasn't willing to face the reality of her oncoming death and once he realised where they were headed, she virtually had to beg him to enter the premises. Once inside, Hayley started to have second thoughts but Heather appeared from the back office and bade them enter.