Operations and logistics
Plant breakdown response procedures
How to handle a hire machine breakdown: phone triage, response times, swap-outs, what happens to hire charges, and recording the cause.
Key takeaways
- How you handle a breakdown decides whether the customer hires from you again.
- Triage by phone first: many "breakdowns" are an isolation lever, fuel or a tripped switch.
- Publish realistic response times and keep a swap-out machine where you can.
- Your terms should say when hire charges stop during downtime.
- Record every breakdown and its cause to spot machines that need selling.
Why breakdowns matter
Contractors accept that machines break. What they don't forgive is a firm that doesn't answer, sends nobody until tomorrow and then argues about the bill. Fast, honest breakdown handling is one of the strongest reasons customers stay with a smaller hire firm.
Phone triage
- 01
Is everyone safe?
Machine stopped and made safe; nobody under raised equipment.
- 02
What exactly happened?
Warning lights, noises, leaks, error codes; ask for a photo or video.
- 03
Quick checks
Isolation lever, seat switch, fuel level, battery isolator, emergency stop, immobiliser code.
- 04
Decide
Fix by phone, send a fitter, swap the machine, or arrange recovery.
- 05
Log it
Time, description, decision and who's attending, against the hire record.
Response times
| Situation | Typical target to aim for |
|---|---|
| Phone call answered | Immediately in working hours; a clear out-of-hours number |
| Fitter or swap on site, local | Same day where possible |
| Out of area or complex fault | Next working day, with a clear update |
Set targets you can actually meet and tell customers before they hire.
- Keep a spare of your most-hired machine as a swap-out if you can.
- Agree call-out terms with a mobile fitter or dealer in advance.
- Carry common spares in the van: hoses, fuses, filters, a battery booster.
Hire charges during downtime
Typical hire terms suspend charges for downtime caused by a fault that isn't the hirer's responsibility, once the hirer has reported it. Faults caused by misuse, accidents or lack of daily checks are usually chargeable. Spell this out in your hire terms and apply it consistently.
Finding the cause
- Record the fault, the fix and the parts used.
- Note whether it was wear, a defect or misuse.
- Photograph damage that suggests misuse before repairing it.
- Charge for misuse damage with evidence, as your terms allow.
Prevention
Most breakdowns are prevented by good pre-delivery checks, service planning and familiarisation at handover. Track breakdowns per machine; repeated faults are a signal to sell or replace.
FAQs
Common questions
What should a plant hire company do when a machine breaks down?
Do customers pay hire while a machine is broken down?
How fast should a plant hire breakdown response be?
Keep going
Related guides
Maintenance
Service intervals, off-hire checks and records.
Read guide →
Plant hire pre-delivery inspection checklist
Tick-box checks before every machine leaves the yard.
Read guide →
Plant hire terms and conditions
Hire terms, CPA conditions and the paperwork for every hire.
Read guide →
When to sell or replace hire equipment
Repair costs, residual value and capital allowances.
Read guide →
This guide is general information for people setting up a plant hire business in the UK. It is not legal, tax, insurance or financial advice. Rules and thresholds change, so check current guidance on GOV.UK and take advice from an accountant, solicitor or broker before acting.