❄️ HOW TO CHOOSE THE CORRECT RESPONSE TIER

(HVAC / Environmental 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 not urgent

• Comfort is affected but the venue can still trade

• The problem has been ongoing or is predictable

Examples:
Non-critical heating issues, air conditioning not performing optimally, ventilation concerns.

Cost: Lowest rate

🟠 Tier 2 – Urgent (Within 48 Hours)

Choose this if:

• The issue is affecting customer or staff comfort

• Trading is impacted in key areas

• The problem may worsen if left unresolved

Examples:
Heating failure in winter, cooling failure in summer, ventilation issues in occupied areas.

Cost: Higher rate

🔴 Tier 3 – Emergency (Within 24 Hours)

Choose this only if:

• The issue presents a health or safety risk

• Environmental conditions make the space unsafe or unusable

• Immediate action is required to continue trading safely

Examples:
Extreme temperatures, ventilation failure affecting air quality, HVAC faults 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 multiple issues are present or the cause is unclear, book a Multi-Discipline Diagnostic

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.