Emergency plumbing call-out work order template
Emergency plumbing call-out work order template: out-of-hours call-out, extra time, the burst pipe repair and fittings, with call times and phone approvals.
Templates by industry
- Out-of-hours call-out, first hour on site
- Additional labour, per half hour
- Isolate supply and replace burst 15 mm section
- Push-fit fittings and pipe insulation
Preparation guide
Example workflow
Plan the job
Example: start with "Out-of-hours call-out, first hour on site", set the scheduled date, assign the technician and note how to access the site.
Do the work
Record the time and materials actually used, including "Push-fit fittings and pipe insulation", and anything found that needs a separate quote.
Sign off and bill
Have the technician and the customer sign the completion lines, then make the invoice from the work order so the lines carry over.
An emergency call-out starts with a phone call at an awkward hour and a customer standing in water. Decisions are made fast and often by phone, which is why the paperwork matters afterwards. This work order records the times of the call, arrival and departure, prices the call-out and the time beyond it, and keeps the repair and the fittings on their own lines. It also says whether the fix is temporary, and who agreed to extra work and when, which is what an insurer asks.
Fields to prepare
- Deliverables and line items
- Out-of-hours call-out, first hour on site, Additional labour, per half hour, Isolate supply and replace burst 15 mm section, Push-fit fittings and pipe insulation: describe the work and materials planned for each line, with the time or quantity expected.
- Out-of-hours call-out, first hour on site
- Write the time the call came in and the time you arrived, and the out-of-hours rate you quoted on the phone.
- Additional labour, per half hour
- Count additional time from the end of the first hour, in the units you quoted, and note when you left.
- Isolate supply and replace burst 15 mm section
- Describe where the burst was, the pipe size and what caused it if you can tell, such as frost or a failed joint.
- Push-fit fittings and pipe insulation
- List the fittings and insulation used; insulation is worth noting if frost caused the burst.
- Job site and schedule
- Give the job site address, the scheduled date and the person assigned, with any access or safety instructions.
- Time and materials
- Record the hours worked and the materials used on each line, as done rather than as planned.
- Scope to agree
- Log the time of the call, the arrival and the departure, say whether the repair is temporary or permanent, and write who approved extra work by phone and when.
Before sending
- Is it clear who does “Out-of-hours call-out, first hour on site”, where and when?
- Are the materials for “Additional labour, per half hour” listed and on site before the job starts?
- Is there a sign-off for “Isolate supply and replace burst 15 mm section” so the time can be invoiced afterwards?
Show 4 more
- Is it clear who does “Push-fit fittings and pipe insulation”, where and when?
- Check the job site address, the scheduled date, who is assigned, and any access or safety instructions.
- Agree with the customer which tasks are included, and note anything found on site that needs a separate quote.
- Have the customer check and sign off the work before you make the invoice.
Worked example: a burst pipe on a winter night
The figures are an example, in dollars. A plumber is called out late at night to a burst pipe under a kitchen sink, isolates the supply, replaces the split section and insulates the run.
- Call-out: the first hour on site at the out-of-hours rate.
- Extra time: two half hours after the first hour.
- Repair and fittings: one line each, with the pipe size.
| Item | Quantity × unit price | Amount |
|---|---|---|
| Out-of-hours call-out, first hour on site | 1 × $140.00 | $140.00 |
| Additional labour, per half hour | 2 × $38.00 | $76.00 |
| Isolate supply and replace burst 15 mm section | 1 × $65.00 | $65.00 |
| Push-fit fittings and pipe insulation | 1 × $28.00 | $28.00 |
| Total | $309.00 | |
The planned lines come to $309.00. The stopcock is seized and the customer approves its replacement by phone: 1 at $95.00, an extra of $95.00, giving a revised total of $404.00. The name and time of that call go in the notes.
Common gaps in emergency call-out work orders
- No call or arrival time, so the out-of-hours charge cannot be checked.
- Extra work done on a verbal yes with nothing written down.
- A temporary repair left looking like a finished job.
- No note of the cause, which the insurer will ask for.
What the document must show
These details make a work order easier to approve and to file.
- Work order number and date
- The customer's name and job site address
- Scheduled date and the person assigned
- Each task and the materials needed
- Time or quantity per line, and prices if shown
- Sign-off lines for the worker and the customer
The sales tax depends on where the work is supplied, so set the rate that applies to your customer before sending.
Official rate reference: US government: state and local taxes
Frequently asked questions
How do I record approval given over the phone at night?
Write the name of the person who agreed, the time and what they agreed to, including the price. Ask them to sign the work order when you meet, or confirm by message.
Is a temporary repair billed differently from a permanent one?
It is billed for the work done, but say clearly that it is temporary and what permanent repair is still needed, so the customer does not think the job is finished.
What should the work order say for the customer’s insurer?
The date and times, the cause if known, where the water came from, what you isolated and repaired, and the photographs you took before and after.
When does the first hour start?
Usually on arrival at the property, not when the call came in. State your own rule in the notes so the customer can check the time charged.
How is tax calculated on this template?
The sales tax depends on where the work is supplied, so set the rate that applies to your customer before sending. The editor keeps the net amount, the tax and the total apart, and recalculates all three when you change a quantity, a unit price or the country setting.
Can I add my logo and signature?
Yes. The From section of the editor has a place for your company logo and for a signature or seal image. Uploading a picture needs a free account, and a member can keep both in settings so that every new document starts with them.
Read next
Reading for the Emergency plumbing call-out work order template: How to write a statement of work (SOW), with an example and Estimate vs quote: what binds you, with a remodeling example. When the job is signed off, record it on the Acceptance certificate template.