How UK Plumbers Quote Emergency Callouts Profitably

Emergency callouts are where UK plumbers can make or lose the most money.

Get the pricing wrong, and you're working nights and weekends for less than your day rate.

Get it right, and emergency work becomes your most profitable service.

The Emergency Callout Pricing Structure

Tiered Callout Fees

Set clear callout fees based on time and day:

Standard Hours (8am-6pm, Mon-Fri)

• Callout fee: £60-80
• First hour included in callout
• Additional hours: £45-60/hour

Evening Hours (6pm-10pm)

• Callout fee: £80-100
• First hour included
• Additional hours: £55-70/hour

Night & Weekend (10pm-8am, Sat-Sun)

• Callout fee: £100-150
• First hour included
• Additional hours: £70-90/hour

Bank Holidays

• Callout fee: £150-200
• First hour included
• Additional hours: £90-120/hour

Why This Structure Works

1. **Covers your time** — You're compensated for leaving home
2. **Sets expectations** — Customers know the cost upfront
3. **Filters tyre-kickers** — Serious customers pay serious rates
4. **Protects margins** — You're not subsidising unsociable hours

Quoting Common Emergency Jobs

Burst Pipe

Immediate Actions (Quote Separately)

• Isolate water supply
• Drain down system
• Temporary repair (if possible)

Permanent Repair (Separate Quote)

• Cut out damaged section
• Install new pipework
• Pressure test
• Reinstate insulation

Materials to Include

• Pipe (copper, plastic)
• Fittings (elbows, couplings)
• Isolation valves
• Insulation
• Clips and fixings

Typical Quote Structure

• Emergency callout: £100
• Isolation and drain down: £45
• Temporary repair: £60
• Materials: £25-50
• **Total emergency visit: £230-255**
• Permanent repair: Separate quote next day

Boiler Breakdown

Diagnosis Phase

• Callout fee covers initial diagnosis
• Quote repair separately once fault identified

Common Repairs (Have Prices Ready)

• Pump replacement: £180-280 + parts
• Diverter valve: £150-220 + parts
• PCB replacement: £200-350 + parts
• Heat exchanger: £400-600 + parts
• Ignition components: £120-180 + parts

When to Quote Replacement

If repair cost exceeds 50% of new boiler cost, recommend replacement.

Blocked Drain

Standard Unblock

• Callout + first hour: £80-100
• Rodding/plunging: Included
• Simple blockage cleared: No additional

Complex Blockage

• CCTV survey: £80-120
• High-pressure jetting: £150-250
• Root cutting: £200-350
• Excavation: Separate quote

Customer Communication Scripts

On the Phone

"Our emergency callout fee is £[X], which includes the first hour on site. I can be with you within [time]. Once I've assessed the problem, I'll give you a clear price before starting any additional work. Does that work for you?"

On Site (Before Starting)

"I've found the problem. To fix it properly, it will cost £[X] for labour and £[X] for parts. That includes [scope]. Do you want me to go ahead?"

When It's Bigger Than Expected

"I've isolated the immediate problem, but there's more work needed than I can do tonight. I've made it safe for now. I'll send you a proper quote tomorrow for the full repair."

Protecting Yourself on Emergency Work

Get Agreement Before Starting

• Verbal agreement minimum
• Text/WhatsApp confirmation better
• Signed quote best

Document Everything

• Photos of the problem
• Photos of your work
• Time on site
• Parts used

Payment Terms

• Emergency work: Payment on completion
• Card payment preferred
• Don't leave without payment

Building an Emergency Work System

1. Pricing Library

Have standard prices for common emergency repairs ready. Don't calculate on site.

2. Parts Stock

Keep common emergency parts in the van:

• Isolation valves
• Flexi connectors
• Common washers and seals
• Pipe repair clamps
• PTFE and jointing compound

3. Quote Templates

Use a system that generates quotes quickly. Customers waiting for a quote at 10pm won't wait long.

4. Follow-Up System

Emergency customers become regular customers. Follow up with:

• Service reminders
• Maintenance offers
• Referral requests

VAT Considerations for UK Plumbers

If you're VAT registered:

• Quote prices excluding VAT to trade customers
• Quote prices including VAT to domestic customers
• Make VAT status clear on all quotes

Using QuoteOS for Emergency Quotes

When a customer calls at midnight:

1. **Open QuoteOS on your phone**
2. **Select emergency callout template**
3. **Add job-specific items**
4. **Send quote via text/email**
5. **Get acceptance before starting**

Try QuoteOS free → [Plumber Quoting Software](/trades/plumbers)