Our process
Streamlined from the first call to the final report.
Property emergencies need immediate attention. Our process is designed so every situation is handled quickly, professionally and with minimal disruption.
Our emergency call-out process
Six stages. Ten steps. Zero guesswork.
Stage 01
Emergency request
Step 1
Reach out for help
Contact us 24/7 by phone or through the Client Portal. Tell us what's happened, where, and anything else we should know.
Stage 02
Assessment & dispatch
Step 2
Assessing the situation
Our trained call handlers assess urgency and first check whether the issue can be resolved safely with guided self-help. If a visit is needed, we match a local, qualified contractor by trade and availability.
Step 3
Contractor dispatch
The assigned contractor receives every detail and heads to the property. We monitor and coordinate progress in real time.
Stage 03
On-site arrival & evaluation
Step 4
Contractor arrival
The contractor assesses the issue, discusses it on site and explains the repair required. The priority: make it safe, efficiently and to a high standard.
Step 5
Immediate action
Where the issue can be resolved on site, work begins straight away. If parts or specialist tools are needed, next steps are communicated clearly.
Stage 04
Repair & resolution
Step 6
Timely repairs
Repairs are carried out with the property owner kept informed throughout. For larger works, the contractor sets out next steps and a clear timeline.
Step 7
Quality assurance
A final inspection confirms everything is fixed and functioning, followed by a summary of the work and any recommendations.
Stage 05
Payment & feedback
Step 8
Transparent billing
Payment is processed securely. You only pay for the work performed, with clear pricing and no hidden fees.
Step 9
Customer feedback
We ask for your feedback after every job — it's how we keep standards high for clients and contractors alike.
Stage 06
Ongoing support
Step 10
Continuous support
If anything else arises, or follow-up is needed, we're a call away. Long-term peace of mind is the point.
Emergency desk · Open 24/7
Something broken right now?
Our emergency desk is open 24 hours a day, 365 days a year. Call now, or report it online.