🔌 HOW TO CHOOSE THE CORRECT RESPONSE TIER

(Electrical Call-Out)

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

🟢 Tier 1 – Planned (3–5 Working Days)

Choose this if:

• The issue is not safety-critical

• Power is available or the fault is isolated

• The venue can continue trading safely

Examples:
Minor lighting faults, non-urgent electrical issues, known defects.

Cost: Lowest rate

🟠 Tier 2 – Urgent (Within 48 Hours)

Choose this if:

• The issue is affecting operations

• There is partial power loss

• The problem is likely to worsen if left

Examples:
Tripping circuits, lighting failure in customer areas, intermittent power issues.

Cost: Higher rate

🔴 Tier 3 – Emergency (Within 24 Hours)

Choose this only if:

• There is a health & safety risk

• Power loss is stopping trading

• There is visible electrical damage or burning smell

Examples:
Total power failure, exposed electrics, electrical 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 you are unsure of the risk level, choose the lowest tier that keeps the site safe, or 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.