Why there is no price list on this page
A lot of sites show a low headline call-out and then add hours, parts and an out-of-hours multiplier on the doorstep. We do the opposite. We do not publish a figure online, because the honest cost depends on the time of the call and what has gone wrong. Instead, the fixed call-out and first hour is stated on the phone, before dispatch, so you can decide whether to go ahead with the real number in front of you.
What the call-out actually includes
- A locally answered line and phone guidance straight away, so you can isolate water, gas or electrics safely.
- An honest arrival time based on the real road distance from Kelso.
- The first hour on site: finding the fault and making it safe.
- Common spares carried on the van, so most emergencies are sorted on the first visit.
- A written report with photos and a fix or replace recommendation the next working day.
When a job is quoted and when it is charged
| Stage | What happens to the cost |
|---|---|
| The phone call | Free. You are told the fixed call-out and first hour before we set off. |
| First hour on site | Covered by the fixed call-out you agreed. |
| Parts or longer work | Quoted in writing before any further chargeable time starts. |
| Repair goes ahead | The diagnosis visit is part of the job. |
| You choose a replacement | The diagnosis is credited toward the installation quote. |
If it cannot be fixed that night
Sometimes the right part is not on the van. In that case the job on the night is to stop the damage: stop the leak, restore safe pressure or isolate the unsafe appliance. You then get the written report the next working day, with a clear recommendation on whether to repair or replace, before anything else is booked.
Hours, and how to keep the bill down
The emergency line is 24/7 and answered locally. Office hours are Monday to Friday 8am to 5pm and Saturday 8am to 2pm, closed Sunday. If you can shut off your stopcock and the fault can wait, booking in office hours is the cheaper route, and we will say so on the call rather than sell you a night visit you do not need.
Where we cover
We are based in Kelso and cover the Scottish Borders and East Lothian, including Melrose, Galashiels, Hawick, Jedburgh, Duns, Coldstream, Berwick, Dunbar, North Berwick, Haddington, Musselburgh and the surrounding villages. Gas work is carried out by Gas Safe registered engineers.
Questions about cost
How much is an emergency call-out?
The out-of-hours call-out plus the first hour is a fixed charge, and we tell you that figure on the call before anyone sets off. We do not publish a single number online because the honest answer depends on the job and the time, and we would rather give you the real figure than a teaser.
When do charges start?
Nothing is chargeable until you have agreed the call-out on the phone. Once we are on site, parts and any work beyond the first hour are quoted in writing before those chargeable hours begin.
What if you cannot fix it on the first visit?
We stabilise it first: stop the leak, restore safe pressure or isolate the appliance. Common spares are carried on the van so most faults are sorted on the first visit. If a part has to be ordered, you get a written report and a fix or replace recommendation the next working day.
Does the diagnosis cost come off the repair?
The visit that diagnoses the fault is part of the job when we go on to carry out the repair. If you decide on a replacement instead, we credit it toward the installation quote.
Is it cheaper to wait until office hours?
Usually, yes. Office hours are Monday to Friday 8am to 5pm and Saturday 8am to 2pm. If you can isolate the water or the fault is not urgent, booking it in normal hours costs less. We will tell you honestly on the call if it can wait.
Do you charge a call-out fee for small jobs?
We quote clearly before we start, so you know the cost of a small job before we begin. Describe the fault on 07747 002334 and we will tell you what it typically takes.