Customer Not Home for Scheduled Appointment: Your Response
You arrive for a booked appointment. No one’s home. The exact response protocol that protects your time and gets the job rescheduled.
10:00am appointment. You're in the driveway at 9:58am. Ring the doorbell. Nothing. Knock. Nothing. Call the number. Voicemail.
You've driven 30 minutes, turned down another job for this slot, and now you're standing outside an empty house wondering how long to wait.
This guide gives you the exact 15-minute protocol that protects your time, documents the no-show, and gets you paid for the callout.
Tighten your ops stack with Stop Using Excel for Scheduling, Field Service Route Optimization Guide 2026, and How to Hire and Manage Subcontractors in the UK.
The First 15 Minutes: Immediate Actions
Time is money. Don't wait around hoping they show up. Follow this protocol exactly:
Minute 0-2: Attempt Contact
- Ring doorbell / knock loudly – They might be in the back garden or shower.
- Call their mobile – Give it 6-8 rings before hanging up.
- Send text message: "Hi [name], I'm at your property for our 10am appointment. Please call me on [your number] within the next 10 minutes."
Minute 2-5: Document Everything
Take These Photos (Critical for Disputes)
- • Photo of the property showing house number/name
- • Photo of your van with visible company branding in their driveway
- • Screenshot of the appointment confirmation showing time/date
- • Screenshot of your text message showing sent time
Why photos matter: When you invoice the no-show fee, 15% of customers will claim you never showed up. Photos end that argument immediately.
Minute 5-10: Second Attempt
- Call again – Maybe they saw the missed call.
- Check for alternative contact – Did they give you a landline or work number?
- Send email: brief, factual, timestamped.
Email template:
Hi [name], I've arrived for our scheduled appointment at [address] for [time]. I've knocked, called, and texted but received no response. I can wait until [time + 10 minutes], but after that I'll need to leave and a callout fee of £[amount] will apply as per our booking terms. Please call me on [number] immediately if you'd like me to wait.
[Your name]
Minute 10-15: Decision Time
- Leave – Your time is valuable, don't wait longer.
- Send final text: "No contact received. I've left the property. Callout fee of £[amount] now applies. Contact me to reschedule."
- Log it in your system – Mark customer as "No-Show [date]".
The No-Show Fee Policy
Your no-show fee should cover your actual costs plus lost opportunity. Here's how to calculate it:
No-Show Fee Breakdown
- Travel time: 1 hour (30 min each way) × £50/hr = £50
- Fuel cost: 20 miles × £0.45/mile = £9
- Waiting time: 15 minutes × £50/hr = £12.50
- Lost opportunity: Could have taken another job = £30
- Total: £100 minimum
Standard No-Show Fees (UK Trades)
- Plumbers: £65-95 callout fee
- Electricians: £70-100 callout fee
- Gas engineers: £75-120 callout fee
- General maintenance: £50-75 callout fee
Recommendation: Set your no-show fee at £75 minimum. Round number, covers real costs, high enough to deter repeat offenders but not so high customers refuse to pay.
The Reschedule Script
When they finally call back (usually within 2 hours), here's what to say:
"I understand things happen. I was at your property for our [time] appointment but no one was home. I waited 15 minutes and tried calling and texting. I've had to charge the £75 callout fee as per our booking terms."
"I can reschedule you for [offer two specific slots], but I'll need payment of the callout fee and a 50% deposit for the rescheduled appointment to secure the time. Does [day/time] work for you?"
Why it works: States facts, references terms, requires deposit to prevent repeats, offers solution.
If They Push Back on the Fee
Customer: "That's not fair, I forgot"
"I understand you forgot, but I still drove to your property, turned down other work, and spent an hour on this appointment. The fee covers my costs. It was included in the booking confirmation you received."
Customer: "I never agreed to a callout fee"
"The callout fee for no-shows is in the booking confirmation email sent on [date]. I can forward it to you again if needed. This is standard for all trade appointments."
Customer: "Can't you waive it just this once?"
"I wish I could, but I still incurred the time, fuel, and lost job. The fee keeps our schedule fair for every customer."
The Bottom Line
No-shows are a cost of doing business—unless you have a system. Follow the 15-minute protocol, charge the fee, and reschedule on your terms.
Automate confirmations and reminders so you prevent 80% of no-shows. For the rest, documentation + policy = paid callout and a lesson the customer won't forget.
Upgrade from spreadsheets to live scheduling
- •Drag-and-drop calendar with instant team updates
- •Automatic SMS/email reminders to stop no-shows
- •Route optimization and job costing in the same board
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