What should I ask about a restoration company’s after-hours on-call crew?

The on-call rota is the quiet engine of the business. Ask to see the schedule over several weeks. Is it shared fairly, or do one or two people carry most of the nights? Find out how an urgent call reaches the person, who decides to send a crew, and what happens if the first person does not answer.

Ask how the crew is paid for being available and for responding, and whether that arrangement is documented. Your accountant can read the payroll against the schedule, and your lawyer can confirm that the arrangements are written properly. Pay that looks light or inconsistent can mean the best people leave after you buy.

Then ask about response in practice. How long does it usually take to reach the site? Do the same people handle the large emergencies? What happened in the busiest stretch? If you can, talk to technicians, with the seller’s agreement. Ask what would make them stay, what wears them down and how many have left. Turnover on the on-call crew is a leading indicator for the whole company. Ask too how the company handles a crew member who is unwell or on holiday, and whether anyone has been trained as a backup.

Key takeaways

• Ask for the on-call schedule over several weeks and see who carries it.
• Check how availability and call-outs are paid.
• Speak to technicians about workload and what keeps them.