If the following happens / occurs it will be classed as a non-attendance / call out:

  • Engineer cannot gain access within the time slot agreed;
  • The engineer cannot access the gas meter;
  • The gas appliance is not working i.e. boiler
  • Wrong keys given / Landlord has wrong keys


If the client is a returning customer you can ask management if it can waivered.


If the engineer cannot gain access to the property, the engineer will need to contact the office via sms / phone.  (The person doing general enquiries should frequently look for any sms that has come in).


The admin/sales staff will than tell the engineer to wait 15 minutes.


The office staff, will than try to call and also E-mail the client that the engineer is waiting outside. E-mail via the mhelpdesk system which will date and time stamp the e-mail for evidence if required later. Also make any notes engineer has said on the mhelpdesk system which will also be time and date stamped.


Set the booking to Open - NON Attendnace.


!!!! The more notes on the system – the more information / evidence we have when the client disputes the case.


If after 15 minutes there is still no response, we than tell the engineer to leave the property, and to send picture of the door, and also any phone screen shots of relevant phone logs / sms to client. Please than generate a call out invoice and put invoice number in booking.


If client gets back to us than set it back to NEW Assigned.


If the client call back at a later date to reschedule, please ensure they pay CALL OUT before rescheduling.


Common Disputes Questions:


My tenant was in the property all day, how do I no the engineer attended?


We have photographic evidence of attendance and call logs to show the engineer tried his very best to gain access. We also have call logs from the office which are date and time stamped.


Do I have to pay a call out fee, as the engineer did not do the job and is a lot of money?


We have to charge for a call out fee, as the engineer and company has had to use its resources to book, travel and accommodate your booking for that day.