Yes, most UK plumbers can and should charge something for turning up, whether that is a call-out fee or a minimum of an hour's labour. The catch is timing: the fee only holds if the customer heard it before you set off. Under the Consumer Rights Act 2015, section 50, what you tell a customer about your service can become a term of the contract, so the phone call is where the fee is won or lost.
This guide covers what plumbers actually charge, the three common pricing models, the legal points that decide disputes, and a script for saying it.
This is not legal advice. It summarises published UK guidance for plumbing businesses. If a dispute is heading to court, speak to a solicitor or Citizens Advice.
What do UK plumbers charge for a call-out?
There is no official rate. Price guides give a feel for the market: one 2026 guide puts a typical emergency plumber call-out at "around £75" with an hourly rate of about £60, and London call-outs at £90 to £120 (MyJobQuote, updated August 2026). The same guide notes most plumbers bill a minimum of one hour.
Plumbers themselves disagree about whether to charge one at all. On a long-running UK Plumbers Forums thread on call-out fees, replies range from "no fix, no fee" to a minimum of one hour's labour to a call-out fee only for new customers after 6pm. An older thread on emergency rates shows the same spread, with separate bands for daytime, evening and overnight.
Treat these as reference points, not targets. Your own figure should come from your costs: van, fuel, insurance, the time a visit takes out of your day, and the jobs you cannot do while you are travelling.
Which call-out model should I use?
| Model | How it works | Works well when | Watch out for |
|---|---|---|---|
| Call-out fee including first hour | One figure covers arriving and the first 60 minutes | Most small repairs finish inside an hour | Customers may expect the job done within that hour |
| No call-out fee, one-hour minimum | You bill at least an hour of labour per visit | You want to advertise "no call-out fee" honestly | It is still a charge; say "minimum one hour" plainly |
| Call-out fee plus hourly from minute one | Fixed fee for attending, then labour on top | Long travel distances or rural patches | Feels like double charging if not explained |
| Free for existing customers | Fee only for new customers or out of hours | Building a loyal local book | Needs a reliable record of who is a returning customer |
Whichever you pick, use it every time. Inconsistent pricing is what turns into "you told my neighbour something different".
Can I charge for a quote visit?
You can, as long as you say so first. The problem is when the charge appears afterwards. In an October 2024 MoneySavingExpert thread, a customer who had seen a plumber advertise free quotes was later told about a £120 call-out charge for a short visit. Forum members were close to unanimous that the customer should not pay, partly because the free-quote advert said otherwise.
That is section 50 in action from the customer's side. Your website, your Google profile and what you say on the phone all count. If you charge for quote visits on small repairs, remove "free quotes" from your adverts, or limit it in writing to the jobs where it applies (for example, bathroom refits).
What happens if I never mentioned a price?
If no price was agreed, the Consumer Rights Act, section 51 says the customer must pay "a reasonable price for the service, and no more", and what is reasonable "is a question of fact". In practice that means arguing about it after the work, often with someone who is already unhappy. Agreeing the price before you travel avoids the argument entirely.
Does the 14-day cancellation rule apply?
Jobs agreed in the customer's home are usually "off-premises contracts" under the Consumer Contracts Regulations. Trading Standards' Business Companion guidance (updated February 2025) sets out the key points:
- Before the contract, you must give the total price including tax and any other costs, plus cancellation and complaints information. Contracts under £42 are exempt from these information requirements.
- The customer normally has 14 days to cancel a service contract.
- If you fail to give cancellation information, the period is extended by 12 months and you commit a criminal offence.
- There is no cancellation right where the customer "specifically requested the trader to call to carry out urgent repairs or maintenance".
So a genuine emergency call-out is generally outside the cancellation right, but the extra tap or radiator valve you sell while you are there is not. Planned work agreed on the kitchen table needs the cancellation paperwork, and if the customer wants you to start inside the 14 days they must ask for that in a durable form, such as an email or text.
What should I say on the phone?
Customers decide quickly, and a clear price earns trust. A simple script:
- "I can get to you [today / tomorrow morning]."
- "My call-out is £[x], and that includes the first hour."
- "After that it's £[y] an hour, plus any parts, and I'll tell you before I go over."
- "Can I text you that so you have it in writing?"
Then send the text. That one message covers section 50 (they knew), section 51 (a price was fixed) and gives you a record if anyone disputes it later.
The weak point for most sole traders is not the script. It is that the phone rings while your hands are in a cistern, and the caller rings the next plumber on the list before you can say any of it. An AI receptionist built for plumbers can pick up when you cannot, take the address and the problem, book the visit and pass urgent calls straight to you, so you can confirm the fee yourself without losing the job. Remi is one option; whatever you use, make sure the caller hears the same terms every time.
A quick checklist before you set a call-out fee
- Work out your real cost per visit (travel time, fuel, van, insurance).
- Pick one model from the table above and write it down.
- Remove "free quotes" from any advert where it is not true.
- Use the same wording on your website, Google profile and phone.
- Confirm the fee and hourly rate by text before you travel.
- Keep cancellation information ready for planned, non-urgent jobs agreed at the property.
The short version
Charging a call-out fee is normal for UK plumbers. It is enforceable when the customer heard it before the visit, because what you say becomes part of the contract. If no price is agreed you are stuck arguing about what is "reasonable". Emergency call-outs are usually outside the 14-day cancellation right; planned work agreed at the property is not. Pick one pricing model, say it on every call, and confirm it in writing.