How it works
From "it's broken" to "it's fixed"
Every step of a CallOut job, and what you see on your phone at each one.
1. Tell us what's wrong
The CallOut Concierge asks a few quick questions, including whether you can smell gas or a carbon monoxide alarm is sounding. Snap the boiler's display and we read the error code for you.
- Smell gas? We still book you in, and your engineer knows before they set off
- Photos and error codes go to the engineer before they set off
2. Check what we'll send
Before anything is sent you see exactly what the engineer will see: the problem, your boiler, the safety answers, your address and how to get in. Change anything that's wrong.
3. A verified engineer accepts
Only engineers who passed every check are offered your job. You see who's coming, their van, their rating and their own price, and book them with one tap.
- Registration, insurance, identity and address checked before their first job
4. A face check and your code at the door
At your door the engineer's face is checked live against the person we verified. You give them your four-digit code, and only then does the visit, and the clock, start.
The door check
5. Watch the fix, approve anything extra
What they find appears in plain English as they work: why it broke, what's needed. A new part or extra cost waits for your yes before it's fitted.
Paying and approvals
6. See it working, then sign off
The engineer shows you it working: hot water at the taps, heating on, no leaks. You sign off, pay by card, and keep the record and the gas safety record.
Your job record
Sent by your insurer, landlord or housing association?
Then they approve the work and pay for it, and every screen says who arranged it. You still see who's coming, give them your code at the door, and keep the record.
Questions
How much will it cost?
Each engineer sets their own call-out fee and hourly rate, and you see them before you book. Anything beyond that, like a part or extra time, is shown with its cost and waits for your approval.
What if I smell gas?
Leave the property and call the National Gas Emergency line on 0800 111 999, and don't use switches or flames. You can still book: your engineer is told before they set off. If no engineer is free, we show you the emergency number and what to do next.
Can I book for someone else?
Yes. Book for a tenant or a parent and add a note, like where the key is. You get every update.
Where is CallOut available?
CallOut starts in London and grows borough by borough. See areas.
Ready when you are
Tell us the postcode and what's wrong, and we'll find a verified engineer near you.