How to Handle Emergency Call-Outs Without Losing Money
Emergency call-outs should be 3× profit, not a £400 loss. Pricing rules, triage, scripts, and documentation that keep after-hours work profitable.
Emergency reality
-£397
Average loss per emergency when charged at normal rates
Sunday, 10 PM. Your phone rings. “My boiler’s broken—can you come now?” What you do next determines whether you make £1,200 profit or lose £400.
The Brutal Truth About Emergency Calls
Emergencies cost more because:
- They hijack your schedule (lost planned work)
- Travel time at night/weekends is longer
- Materials suppliers may be closed
- You’re paying overtime or missing family time
The 3× Pricing Rule
| Period | Multiplier | Hourly rate | Call-out fee |
|---|---|---|---|
| Weekday (8am–5pm) | 1× | £60/hr | £60 |
| Weekday Evening (5pm–10pm) | 1.5× | £90/hr | £135 |
| Weekend Day (8am–6pm) | 2× | £120/hr | £240 |
| Nights (10pm–8am) | 3× | £180/hr | £360 |
| Bank holidays | 3× | £180/hr | £360 |
What counts as an emergency?
True emergencies (Charge 3×)
- Gas leak
- Major water leak causing damage
- Complete heating failure (elderly/children)
- Total power outage
- Sewage backup
Not emergencies (Schedule at standard rates)
- Dripping tap
- One radiator not working
- Toilet running
- Kitchen socket not working
- “Need it before guests arrive”
The 4-Step Emergency Response System
Step 1: Triage (2 minutes)
Ask these questions:
- Is anyone in immediate danger?
- Is property being actively damaged?
- Have you turned off water/gas/electric supply?
- Can this wait until tomorrow morning?
Step 2: Quote (30 seconds)
Exact wording:
I can help you right now. My emergency rate is £[X] minimum call-out, plus £[Y] per hour. I’ll need payment on arrival before starting work. Shall I head over?
Step 3: Payment before work
Collection options:
- Card payment on arrival
- Bank transfer before dispatch
- Hold credit card details
Step 4: Documentation after
Capture everything for follow-up:
- Photos of the issue
- Arrival/departure times
- Temporary vs permanent fix
- Follow-up work needed
- Customer signature on work order
Exact Scripts That Convert Emergencies to Profit
“Can you do it cheaper?”
“I understand price is important. My emergency rates reflect immediate response, after-hours service, and guaranteed fix tonight. If you’d prefer standard rates, I have availability Thursday morning at £60/hour. Which would you prefer?”
“It’ll only take five minutes.”
“My minimum emergency call-out is £[X], whether it takes five minutes or fifty minutes. This covers immediate response, travel, and expertise. Shall I come now or schedule at normal hours?”
“But I’m a regular customer.”
“I value our relationship, which is why I’m available now instead of with my family. My emergency rates are the same for everyone—it’s the only fair way. As a valued customer I can prioritise you first thing tomorrow at regular rates if you prefer.”
Emergency Mistakes That Kill Profits
- Starting work without payment confirmation
- Charging daytime rates at 2 AM
- Skipping documentation (no proof for disputes)
- Letting sympathy override the rate card
- Not triaging—sending a van to dripping taps
Bottom Line
Emergencies are chaos if you wing it—and a profit centre if you follow the script: triage, quote at 3×, collect before work, document after.
Build a pricing command center in Toolfy
- •Quote templates, emergency premiums, and deposits all in one library
- •Real-time job costing shows margin before you send the quote
- •Scenario calculators feed straight into invoices and payment plans
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