What to expect
| Typical duration | Make safe: usually same or next day · permanent repair: depends on parts |
|---|---|
| Cost band | Figures live in the cost index |
| Permit required | Emergency works no · permanent structural repair may |
| Seasonal constraint | Storm damage peaks in winter · system failures peak in August |
What we treat as an emergency
- Water entering the building — a burst pipe, a failed seal in a storm, an overflowing terrace. Every hour matters.
- Anything unsafe — a loose balustrade on a caldera terrace, storm-damaged structure, an electrical fault, a wall or wall section that has moved.
- Loss of an essential service during occupancy — no water, no power, no hot water, failed air conditioning in August, a blocked drain in a full house.
- Failure to secure the building — a broken door or window, a failed lock, storm damage that leaves the property open.
Things that are urgent but not emergencies — a cosmetic crack, a dripping tap, a broken appliance — get scheduled quickly rather than at emergency rates, and we will tell you which category you are in rather than charging emergency rates for everything.
The two stages, and why we separate them
Being honest about this matters more here than on the mainland.
- Make safe and stop the damage
- Isolate the water or power, stop the ingress, secure the building, prop or barrier anything unsafe, and get the situation stable. This is usually achievable quickly and it is what limits the cost.
- Permanent repair
- Depends entirely on whether the component is on the island. A common part, quickly. A specific pump, a particular window unit, a section of a proprietary system — that is a supplier lead time plus a ferry crossing, and no amount of urgency changes the sailing schedule.
Two seasons, two kinds of emergency
| Season | Typical emergency | Usually preventable by |
|---|---|---|
| Winter storms | Water ingress, blocked outlets, storm damage to terraces and structure, loose items causing damage | Autumn check: clearing outlets, securing loose items, checking seals |
| Winter, empty property | Burst pipe running unnoticed, damp and mould developing | Leak detection with automatic shut-off, monthly checks |
| Spring opening | Systems that failed over winter discovered on the first arrival | Pre-season service before the first booking |
| August, full occupancy | Air conditioning failure, drainage at capacity, hot water failure, water pressure | Pre-season servicing and honest capacity assessment |
Almost every entry in that right-hand column is cheaper than the emergency it prevents. See property maintenance.
For rentals and hotels
A failure during a guest stay is a commercial problem, not just a building problem, and the response has to account for that.
- A named contact rather than a general number, so nobody is explaining the situation from the start.
- Response that respects the guest — working hours agreed where the situation allows, and a clear account of what will happen and when.
- Where a permanent repair has to wait for a part, an honest temporary arrangement that actually holds, explained clearly to whoever is managing the property.
- Written follow-up, because the same failure recurring next August means something was not actually fixed.
Questions people actually ask
Do you offer a 24-hour service?
Nobody on this island honestly staffs round-the-clock cover year-round. For clients on a maintenance arrangement there is a named contact and a genuine out-of-hours response. For everyone else we respond as fast as we realistically can and we will tell you when that is rather than promising an hour.
How quickly can you get to my property?
For water and safety, as a priority. It depends on where you are and what else is running — an access-restricted property in Oia takes longer to reach and to work on than one with a road outside.
Can you help if I am not on the island?
Yes, and it is a large part of this work. Access has to be arranged in advance, which is why key holding is part of a maintenance arrangement. You get photographs and a written account of what was found and done.
Will you fix it permanently on the first visit?
Where the parts are here, yes. Where they are not, we make it safe and dry, tell you honestly what is needed, and complete it when the part arrives. We would rather say that than present a temporary fix as a repair.
What does an emergency call-out cost?
Rates for emergency and out-of-hours attendance are higher than scheduled work, and we tell you before attending rather than afterwards. Maintenance clients have agreed rates in advance.