🧱 HOW TO CHOOSE THE CORRECT RESPONSE TIER

(Building Fabric / Structural Call-Out)

You must select a Response Tier when booking this call-out.
The tier you choose determines how quickly we attend and the cost of the visit.

🟢 Tier 1 – Planned (3–5 Working Days)

Choose this if:

• The issue is cosmetic or non-urgent

• There is no immediate safety risk

• The affected area can remain open safely

Examples:
Minor cracks, cosmetic wall or ceiling damage, non-urgent door or fitting defects.

Cost: Lowest rate

🟠 Tier 2 – Urgent (Within 48 Hours)

Choose this if:

• The issue is affecting operations

• The damage could worsen if left

• Customer or staff areas are impacted but can remain open with caution

Examples:
Loose ceiling panels, damaged doors affecting access, flooring defects creating trip risk.

Cost: Higher rate

🔴 Tier 3 – Emergency (Within 24 Hours)

Choose this only if:

• There is a structural or safety risk

• The area is unsafe for use

• Immediate attendance is required to prevent injury or further damage

Examples:
Ceiling collapse, unstable structures, impact damage creating immediate risk.

Cost: Highest rate

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

🧠 Not Sure Which Tier?

If the cause or extent of the damage is unclear, or more than one issue is present, book a Multi-Discipline Diagnostic Call-Out.

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.