Call Out Times

We offer flexible and convenient call out times to fit your schedule.

Our friendly team will be on hand to take your call Monday to Friday from 8am to 5pm. Outside of these times, we have a voicemail system allowing you to leave your details and we will call you back the following working day.

Logging Your Call Out

The quickest way to log your call out is to call us on 0117 961 4330. If you prefer, you can email us at enquiries@saunderssolutions.co.uk and we will respond as quickly as possible. When you contact us we will ask for some key information to allow us to record the nature of the call out as accurately as possible, this will include:

• Address to attend: Our team will always look to confirm the address to attend, usually by requesting the post code. We find that a number of locations, for example roads or schools share the same name, so confirming the post code allows us to ensure we send the engineer to the right place.
• Type of Service: Electrical, Gas, or Catering
• Access times: We always endeavour to work with your schedule and attend site at a time that does not disrupt you or your operation. We will ask when we can gain access to the property or site, so to ensure we can get to you as quickly as possible, but not at an inconvenient time.
• Description of the Issue: A brief description of the issue, and in the case of catering the type of appliance you are having difficulty with, helps us to prepare and we ensure send the correctly qualified engineer to attend to the problem.

During the Call Out

Our engineer will arrive and always identify themselves and that they are a Saunders engineer. Our engineers all carry ID cards and if you are in any way unsure, please don’t hesitate to call us on 0117 961 4330 and we can verify that the engineer has been sent by us.

For schools, care homes and other commercial buildings, our engineer will always first attend reception to sign in, following your procedures. All of our engineers are enhanced DBS checked, if you require any DBS details for the engineer on site, please reach out to us and we can provide this information.

Once on site, our engineers will work quickly and diligently to understand the issue faced and diagnose the fault. We carry a number of commonly used parts and in many cases can enact a repair whilst on site, getting you back up and running quickly. If the engineer is unable to do so, they will fully note the issue and parts required to resolve it, and a quotation will be sent to you along with the call out attendance report for their visit. Once our visit is complete, we will clean and tidy around where we were working, reposition any equipment moved during our visit and ensure we leave everything as we found it. If applicable, we will proceed back to reception to sign out in accordance with your processes. Our engineer will also ask for a signature on their electronic device, this closes the call out on our systems and records their attendance.

Call Out Costs

We offer a straightforward and transparent cost structure for our call outs, made up of three parts:

1. A fixed Call Out Fee. This fee includes the first hour our engineer spends on site
2. After the first 60 minutes, we will apply an hourly rate to any additional time we spend on site. This rate will be chargeable in 30-minute increments
3. Charges for any parts or materials used or fitted during attendance.

Our call out fee and hourly rate are updated from time to time, please contact us to confirm our current prices.

Changes to Appointments

We understand that plans can change, and sometimes you may need to reschedule or amend the call out details or access times. To help you manage these changes efficiently, here’s what you need to know:

• Cancellations or Reschedules: If you need to cancel or reschedule your call out, please inform us as soon as possible. This allows us to adjust our schedule and offer the time slot to another customer.
• Late Changes: If you need to make a change after our engineer has started travelling to site, we will do our best to accommodate this, but please be aware that this may be subject an additional fee.
• No Access: If when we arrive, we are unable to access the premises or access is curtailed meaning we need to return another day, a fee may apply to cover the costs of our engineers time.

Why Choose Saunders?

At Saunders, we pride ourselves on reliability and transparency. We understand that should an issue arise that requires a call out, time is of the essence. Our call out service is designed to suit you, to overcome the issue faced as quickly as possible whilst ensuring that we don’t attend at the worst possible time.  Whatever the problem, we’re here to provide the best solutions at competitive rates.

Don’t Hesitate to Contact Us.

For any questions or to log a call out, don’t hesitate to contact us. Our friendly operations team is here to assist you with any enquiries.