🚪 HOW TO CHOOSE THE CORRECT RESPONSE TIER
(Fixtures, Fittings & Joinery 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 non-urgent
-
There is no immediate safety risk
-
The item can still be used or isolated safely
Examples:
Loose seating, worn fittings, minor joinery damage.
Cost: Lowest rate
🟠 Tier 2 – Urgent (Within 48 Hours)
Choose this if:
-
The issue is affecting operations or presentation
-
The problem may worsen if left
-
Customer or staff areas are impacted
Examples:
Loose fixtures in public areas, damaged counters, doors not operating correctly.
Cost: Higher rate
🔴 Tier 3 – Emergency (Within 24 Hours)
Choose this only if:
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There is an immediate safety risk
-
The item is unstable or unsafe for use
-
Trading is affected due to risk of injury
Examples:
Unstable seating, collapsing fittings, sharp or exposed edges in customer areas.
Cost: Highest rate
⚠️ Important:
Non-critical issues booked as Tier 3 remain chargeable at the emergency rate.
🧠 Not Sure Which Tier?
If multiple issues exist or the cause is unclear, book a Multi-Discipline Diagnostic Call-Out.
QUICK DECISION GUIDE (FOR STAFF)
Ask yourself:
-
Is anyone at risk right now?
→ Yes → Tier 3
→ No → Go to 2 -
Will this seriously affect trading within 48 hours?
→ Yes → Tier 2
→ No → Tier 1 -
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.
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