The attendance fee and labour rates depend on the urgency of the callout. An emergency callout requires an engineer to attend within a maximum of six hours.
What affects the attendance fee
There are five values used to calculate the attendance fee:
Non-emergency arrival fee
Emergency arrival fee
Re-attendance fee
In-hours labour rate
Out-of-hours labour rate
Only one attendance fee is applied per order. If multiple engineers attend, only one fee is charged.
📌 Note: Contractors should only attend emergencies on weekends or bank holidays. Any 24-hour callout made over a weekend or bank holiday has an extended due date of the next working day. Non-emergency callouts attended during a weekend, on a bank holiday, or arriving after out-of-hours starts on a weekday are paid at in-hours labour rates.
Emergency callouts
Emergency callouts are calculated as follows:
If the engineer arrives on time, they are paid the emergency arrival fee.
If the engineer arrived late, they are paid the non-emergency arrival fee.
Work carried out during in-hours is paid at in-hours labour rates.
Work carried out during out-of-hours is paid at out-of-hours labour rates.
The minimum chargeable time, usually one hour, is included and calculated from the time of arrival. This may include a mix of in-hours and out-of-hours labour rates.
Non-emergency callouts
Non-emergency callouts always use the non-emergency arrival fee. They are calculated as follows:
The engineer receives the non-emergency arrival fee.
If the engineer arrived out of hours, they are only paid in-hours labour rates, as they chose to attend outside the customer’s working hours.
Non-emergency callouts with out-of-hours labour
In some cases, a non-emergency callout may include out-of-hours labour:
The engineer arrived during in-hours and continued working after out-of-hours began.
The engineer arrived before in-hours started and worked into the in-hours period.
The attendance fee and labour rate do not need to be at the same rate. The contractor’s details determine this.