What a call-out actually involves
The call-out fee covers an engineer travelling to you and diagnosing what's wrong — it's separate from the cost of the repair itself, and it applies whether the fault turns out to be a five-minute fix or something bigger. That's standard across the trade, not something we've added on.
What isn't standard, in our experience, is telling you the figure honestly before you agree to anything. Too many people have been caught out by a "no call-out charge!" advert that turns into an inflated hourly rate once the van's on the drive. We'd rather you knew the number upfront and decided with your eyes open.
From the phone call to power back on
- You describe the problem. What's happened, what you can see or smell, and roughly what you were doing when it started.
- We tell you the call-out charge and the likely timeframe before you commit to anything.
- An engineer attends and diagnoses on site, using proper test equipment rather than guesswork.
- You get a price for the repair before it starts. If it's straightforward, most jobs are finished the same visit.
- The work is tested, certified and the paperwork handed over before the engineer leaves.
When a call-out is, and isn't, the right move
If there's a burning smell, sparking, a shock, or the power is out and it isn't a wider street cut, that's a genuine call-out and we'd rather you rang straight away. If it's a socket that's been dead for a fortnight and nothing's smoking, that can usually wait for a booked appointment at a lower rate — and we'll tell you that honestly on the phone rather than sending an engineer out unnecessarily.
What it costs
The call-out charge covers travel and diagnosis; any repair is quoted separately once the fault is found, and you approve that figure before work starts. Out of hours call-outs are priced differently to a weekday daytime visit — we say so on the phone, not on the invoice.
Who turns up
Every call-out is answered by someone who can talk about the actual fault, not a booking agent reading a script. The engineer sent to you carries a minimum of 18 years in the trade, current Part P registration, and full insurance for the work carried out — and arrives with calibrated test equipment, not a socket tester and a hunch.
Common Questions
What is a call-out charge and does it apply to me?
It's the fee for an engineer travelling to you and diagnosing the problem, separate from the cost of any repair. We tell you the figure on the phone before you agree to anything, so there's no surprise when the invoice arrives.
Do I still pay if you can't fix it on the first visit?
The call-out and diagnosis are chargeable regardless of outcome — that's standard across the trade — but if a part needs ordering we'll tell you exactly what happens next and what, if anything, that second visit costs before we leave.
Is the call-out charge higher at night or on weekends?
Out of hours call-outs are priced differently to a weekday daytime visit. You're told the figure when you ring, not after the van has already left.
What if I call and it turns out not to be an emergency?
That happens more than you'd think, and it's fine. We'd rather talk it through on the phone and tell you honestly if it can wait, even if that means no call-out at all.
How fast is the call-out once I've booked it?
Typical arrival is 30 to 90 minutes from the call, and you're given an actual time window before you hang up rather than a vague "sometime today."
