Emergency Calls: What to Ask Before You Go

Use a short call to check the problem, address, access and price. The customer should finish knowing what happens next.

1. Find out what has happened

“You're through to [name], the [trade]. What's happened, and is anyone in immediate danger?”

Fire, a suspected gas escape or a threat to life needs the appropriate emergency service or network operator first. Keep technical advice within your competence.

2. Check that you can attend

• “What's the full address, and who will let me in?”
• “Is the problem still getting worse? Has anything been isolated?”
• “Who can approve the visit and payment?”

Ask for a photo if it will help you prepare and the caller can take it safely. Avoid promising a diagnosis from a description alone.

3. Give your time and price

“I can arrive between [times]. Attendance costs [amount, including the VAT position] and includes [scope]. I'll agree any further work with you before starting.”

4. Send one confirmation

Text the address, arrival window and agreed attendance details. Save that message with the booking. If the ETA changes, update the customer before the window passes.

Updated 27 October 2026 · Report a factual error