Missed Appointments & No Access: When a Call-Out Charge May Apply (Wales)

Arranging repairs relies on the contractor being able to access the property at the agreed time. If access isn’t available, it can delay the repair and may result in a call-out charge.

This guide explains, in plain English, when a call-out charge may apply and how to avoid it.

What is a call-out charge?

A call-out charge is a fee a contractor may apply when they attend as booked but cannot carry out the work because there is no access or a no-show at the agreed time.

When might a call-out charge apply?

A call-out charge may be incurred where:

• No one is present to provide access at the agreed time (or within the agreed arrival window).

• The contractor cannot get in due to locked doors, no keys, entry system issues, or no one available to let them in.

• The appointment is cancelled too late (for example, once the contractor is already on the way).

In these situations, the visit has still taken time and travel, and the contractor may charge for the aborted attendance.

What needs to be in place before a call-out charge is considered?

To keep things fair and avoid disputes, an appointment should be clearly booked in advance, including:

• The date and time (or a clear arrival window).

• A clear message that a call-out charge may apply if there is no access / no-show at the agreed time.

• A simple way to cancel or rearrange if you can’t make it, for example, reply to the contractor’s message (to the same number) to cancel or request a new time.

This information is usually sent by text/WhatsApp/email (including automated booking messages).

Common examples

Example 1: You agree a time but are out unexpectedly; If the contractor attends at the agreed time and cannot gain access, a call-out charge may apply.

Example 2: Someone else is meant to let the contractor in; If that person isn’t there or can’t access the property, it is still treated as no access.

Example 3: You message to cancel last minute; Late cancellations can result in a call-out charge, especially if the contractor has already travelled.

How to avoid call-out charges

• Only agree an appointment time you can make.

• If you can’t make it, cancel or rearrange as soon as possible.

• Make sure the contractor can access the property (keys, entry codes, someone present).

• Check your messages for the confirmed date/time and instructions.
  

Final note

The fastest way to get repairs sorted is simple: confirm access, keep the appointment, and let us know early if you need to rearrange.