1. Deal with immediate danger
If there is a collision, injury, fire, spill or live-lane obstruction, contact the emergency services or road operator first. Follow the driver's handbook and operator procedure.
2. Confirm the location
Use road, direction, nearest junction or marker and a map pin. For depots, include the HGV gate, unit and site contact. Never stand in traffic to read a marker.
3. Describe the vehicle and fault
Provide registration, make, model, vehicle or trailer type, load status and dashboard warnings. Explain what happened immediately before the stop and whether the vehicle can build air, start, steer or roll.
4. Agree attendance
Confirm the business name, ETA basis, call-out, travel, labour, parts, VAT and cancellation terms. Record who authorised attendance.
Related questions
What should I do if the vehicle is in a live lane?
Treat it as an emergency. Follow your operator procedure and the relevant road authority's instructions; use 999 if there is immediate danger. Do not arrange or attempt a roadside repair where traffic makes the scene unsafe.
What location information should I provide?
Give the road, direction, nearest junction or marker, a reliable map pin and the safest access point. A postcode alone is often not enough for a motorway or large logistics park.
What vehicle details help a provider respond?
Registration, make, model, body or trailer type, axle configuration, load status and approximate gross weight. Add exact warnings, noises, leaks and what happened immediately before the stop.
Who sets the call-out price?
The independent provider does. Ask for the call-out basis, travel, labour, parts, recovery mileage, VAT and cancellation terms before authorising dispatch where circumstances allow.