🚿 HOW TO CHOOSE THE CORRECT RESPONSE TIER
(Plumbing & Drainage 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
-
There is no active flooding or leak
-
The venue can continue trading safely
Examples:
Slow drains, minor leaks, non-urgent plumbing defects.
Cost: Lowest rate
🟠 Tier 2 – Urgent (Within 48 Hours)
Choose this if:
-
The issue is affecting operations
-
The problem is getting worse
-
Customer or staff areas are impacted
Examples:
Blocked toilets, loss of hot water, recurring leaks.
Cost: Higher rate
🔴 Tier 3 – Emergency (Within 24 Hours)
Choose this only if:
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There is active flooding or uncontrolled leakage
-
The issue presents a health or safety risk
-
Trading cannot continue safely
Examples:
Burst pipes, flooding, complete loss of water supply.
Cost: Highest rate
⚠️ Important:
Non-critical issues booked as Tier 3 remain chargeable at the emergency rate.
🧠 Not Sure Which Tier?
If more than one issue is present 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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