Attendance fees and labour rates depend on the urgency of the callout. An emergency callout requires an engineer to attend within a maximum of six hours. Only one attendance fee is applied per order, regardless of how many engineers attend.
What affects the attendance fee
Five values are 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
📌 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 start 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 arrives 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 calculated from the time of arrival and 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 and are calculated as follows:
The engineer receives the non-emergency arrival fee.
If the engineer arrives out of hours, they are paid in-hours labour rates only, 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, this is determined by the contractor's details.