Emergency, night and weekend rates: how to price a call-out

A burst pipe at 10 pm on a Sunday, a power cut on a bank holiday, a lockout in the middle of the night: emergencies rarely happen during office hours. Turning out at those times has a real cost for you, and it is fair to charge for it. An emergency surcharge is accepted when it is announced before the job, and disputed when the client discovers it on the invoice.

Why emergency work costs more

Out-of-hours work costs more for several reasons:

• you give up personal time or rest;
• you must stay available and reachable, sometimes all night;
• travel at night is slower and more tiring;
• an emergency disrupts the next day's schedule;
• if you employ staff, night and weekend work costs more.

The surcharge pays for that availability. It is not a rip-off, provided it is clear and proportionate.

Set time bands and rates

The simplest approach is a rate card known in advance:

The percentages are examples: set your own according to your market and constraints. Say whether the surcharge applies to labour only or to the call-out fee as well. It usually does not apply to parts and materials.

State the price before you set off

This is the key point. On the phone, before travelling, tell the client:

1. 1the call-out fee;
2. 2the hourly rate for this time band, surcharge included;
3. 3an estimate of how long it may take, if you can;
4. 4the payment methods you accept on site.

Then confirm with a short written message: "Coming tonight, call-out 60, labour 90/hour including night surcharge, payment on completion." That message is your record of the agreement. Ways to price travel are covered in our article on charging for travel.

Make safe first, repair later

In an emergency, it often makes sense to separate two steps:

• making safe right away: isolating the water, securing the electrics, boarding up an opening;
• the full repair, which can wait for normal hours, with a quote.

The client pays the surcharge only for what could not wait, and the repair is done at the standard rate. That is fairer to them, and it spares you a long night job with parts you do not have in the van.

On the invoice

Show the surcharge clearly:

A separate surcharge line shows the client exactly what they are paying extra, and why. If the client pays on the spot, give an invoice or a receipt: see our article on receipts and invoices.

Practices to avoid

Some emergency repair practices have a bad reputation, rightly. To stand apart:

• never reveal a surcharge for the first time on the invoice;
• do not present as urgent what can safely wait until morning;
• do not apply the surcharge to parts;
• always provide a detailed written document.

A client helped honestly on a Sunday night often becomes a loyal one, and recommends you. If you are rethinking your rates generally, see our guide to setting an hourly rate.

Summary