HOW TO CHOOSE THE CORRECT RESPONSE TIER

When booking a maintenance call-out, you must select a Response Tier.
The tier determines how quickly we attend and the cost of the visit.

Choosing the correct tier ensures:

• The right response speed

• Fair pricing

• No delays or reclassification

🟢 TIER 1 – PLANNED (3–5 Working Days)

Choose Tier 1 if:

• The issue is not urgent

• There is no safety risk

• The venue can continue trading normally

• The issue has been present for some time

Typical examples:

• Minor leaks (contained, not spreading)

• Non-critical lighting faults

• Cosmetic damage

• Loose fixtures or fittings

• Known issues awaiting attention

Cost: Lowest rate
Best for: Cost control and planned maintenance

👉 If in doubt and there is no risk, choose Tier 1.

🟠 TIER 2 – URGENT (Within 48 Hours)

Choose Tier 2 if:

• The issue is affecting operations but is not immediately dangerous

• The problem is getting worse

• Customer experience is impacted

• There is a risk of escalation if not addressed soon

Typical examples:

• Partial loss of power

• Blocked toilets in customer areas

• Heating or ventilation not working in key zones

• Doors or access points not operating correctly

Cost: Tier 1 + urgent uplift
Best for: Preventing downtime or escalation

👉 Tier 2 is for problems that can’t wait until planned works.

🔴 TIER 3 – EMERGENCY (Within 24 Hours)

Choose Tier 3 ONLY if:

• There is a health & safety risk

• The venue cannot trade safely

• There is active damage occurring

• Immediate attendance is required to make the site safe

Typical examples:

• Flooding or uncontrolled leaks

• Total power failure

• Structural damage or ceiling collapse

• Exposed electrics

• Fire, smoke, or burning smells

Cost: Highest rate (emergency response)
Best for: Safety, compliance, and preventing serious damage

⚠️ Important:
Non-critical issues booked as Tier 3 remain chargeable at the emergency rate.

🧠 IMPORTANT RULE: WHAT IF YOU’RE UNSURE?

If:

• More than one issue exists

• You’re unsure what trade is required

• The cause of the problem is unclear

👉 Book a Multi-Discipline Diagnostic Call-Out
at the appropriate tier.

This ensures:

• The correct issue is identified

• The right solution is recommended

• No wasted visits or repeat charges

QUICK DECISION GUIDE (FOR STAFF)

Ask yourself:

1. Is anyone at risk right now?
   → Yes → Tier 3
   → No → Go to 2

2. Will this seriously affect trading within 48 hours?
   → Yes → Tier 2
   → No → Tier 1

3. Not sure what the problem is?
   → Diagnostic Call-Out

FINAL RULE (THIS PREVENTS PROBLEMS)

Tiers control urgency, not importance.

Only choose Tier 3 when immediate attendance is genuinely required.

CALL-OUT SERVICE TERMS:

A call-out service constitutes an attendance to investigate the reported issue, assess risk, and make the area safe where reasonably practicable.

The service does not include permanent repair works, materials, specialist subcontractors, access equipment, or certification unless expressly agreed in writing.

The service is delivered based on the information provided at the time of booking. Where the issue differs materially, involves additional disciplines, or requires diagnostic attendance, the booking may be reclassified and charged accordingly.

Selection of response tier determines response time and pricing and remains chargeable irrespective of outcome.