]Q: What happens when an engineer comes out for a callout?
A: The engineer will inspect your system, diagnose the fault, and — where possible — fix the issue during the same visit.
If the problem requires special parts or additional labour, we’ll leave your system safe, record detailed notes, and send you a fixed-price Remedial Works (Defect) Quote to complete the job.
Q: What if the fault can’t be fixed on the day?
A: Don’t worry — our engineer will:
Make the system safe and operational where possible.
Log detailed notes on what’s needed.
Pass this to our service desk, who will issue a quote for the required repair.
Once you approve the quote, we’ll schedule a follow-up visit to complete the fix.
Q: Will I be charged even if the fault isn’t fixed straight away?
A: Yes. The callout charge covers the engineer’s time to attend, diagnose, and attempt a fix.
If parts or further work are required, these are always quoted separately before proceeding.
Q: What happens if I need an out-of-hours callout?
A: We provide 24/7 emergency cover, including evenings, weekends, and public holidays.
However, callouts outside normal business hours are billed at a premium rate.
Why the higher rate?
Engineers are on standby outside their normal working hours.
Travel time and access requirements are more complex at night or on weekends.
Spare parts may not be immediately available, requiring temporary repairs.
You can view our full rates here:
👉 Callout Charge Tariff 2026 (PDF)
Q: What are your normal business hours?
A: Monday to Friday, 8:30 am – 5:00 pm.
All other times — evenings, weekends, and public holidays — count as out-of-hours.
Q: Will I get the same service quality out of hours?
A: Yes. All out-of-hours engineers are fully trained Wilson Alarms staff.
Their priority is to make your system safe and restore protection until a full daytime repair can be scheduled if needed.
Q: How do I request a callout?
A:
📧 service@wilsonalarms.co.uk (for non-urgent faults)
☎️ 0116 245 3030 (for emergency 24/7 callouts)
Our team will prioritise contracted clients first, then assist non-contracted customers based on availability.
✅ Summary:
We always try to fix the fault during the first visit.
If we can’t, you’ll receive a clear Defect Quote for follow-up.
Out-of-hours callouts are available 24/7 at a premium rate due to emergency response costs.
Contracted clients receive priority attendance.