What counts as a roadside job
Roadside assistance covers the faults that stop a vehicle moving but do not need a full recovery to a garage. That includes a dead battery, a puncture, an empty tank, keys locked inside, or a minor fault such as a snapped auxiliary belt or a loose electrical connector. Our dispatcher asks a short set of questions when you call, the symptoms, whether the vehicle turns over, whether any warning lights are on, and where you are parked, so we can send an operator carrying the right kit rather than guessing on arrival.
A large share of the calls we take turn out to be fixable in the road or on the driveway, which is why we carry parts and tools rather than only a tow rope. Getting the description right at the start, dashboard warning lights, unusual smells, whether the car cranks at all, saves time once the operator is on scene because they arrive already knowing what to test first.
Equipment on the van
Every roadside vehicle carries a jump pack and load tester, a wheel brace and torque wrench set, a compressor and puncture repair kit, a stock of common bulbs and fuses, lock picking and non-destructive entry tools for genuine lockouts, and a fuel can for straightforward run-outs. We also carry basic hand tools for tightening loose connections, a set of jump leads as a backup to the pack, and coolant and screen wash to top up low fluids on the spot.
Where the fault needs a part we don't carry, such as a specific battery size or a tyre that must be matched to the vehicle, the operator will source it and either return same day or arrange collection while the vehicle is made safe. If a part has to be ordered from a local supplier, we'll tell you the likely wait so you can decide whether to wait with the vehicle or make other arrangements.
What to do while you wait
Pull as far off the carriageway as you safely can, put the hazard lights on, and if you're on a motorway hard shoulder get out of the vehicle and stand behind the barrier, well away from moving traffic. In a car park or on a residential road you can usually stay in the vehicle with the doors locked. Keep your phone charged if possible, since the operator may call to confirm your exact location or ask you to check a fuse box or dashboard light while they're en route.
Have your registration and a description of the vehicle's colour and position ready, it speeds up the handover when the operator arrives, particularly at night or in a large car park where several vehicles might be broken down at once. If you're on a smart motorway with no hard shoulder, follow the overhead signs and get to a place of relative safety if the layout allows it, and let the dispatcher know exactly which lane and gantry number you're near.
Punctures and wheel changes
If a spare or space-saver wheel is fitted, the operator can usually have you moving in 15 to 20 minutes. Many newer cars are supplied with a sealant kit instead of a spare, in which case we assess whether the puncture is sealable, a sidewall cut or a large tread puncture usually is not, and if not we'll advise on getting a replacement tyre fitted rather than driving on a repaired sealant tyre for any distance.
Locking wheel nuts need their specific key, so check the glovebox or boot before you call if you can, since a missing locking key can turn a quick job into a longer one while a replacement key is sourced. Where a space-saver spare is fitted, we'll remind you it usually carries a lower speed limit, often 50mph, and should be replaced with a full tyre as soon as practical rather than left on for extended driving.
Lockouts and key problems
Genuine lockouts, where you're the registered keeper or driver and simply don't have access to the keys, are handled with non-destructive entry tools appropriate to the vehicle, chosen based on the make and lock type. We do not force locks or cause damage. If the keys are inside a locked boot separate from the cabin, or if the fault is a dead key fob battery rather than a true lockout, tell the dispatcher so the right approach is planned before the operator sets off.
Some modern vehicles with keyless entry can be affected by a flat key fob battery that mimics a lockout, and the operator will check this first since it can sometimes be resolved by holding the fob close to a specific point on the door handle before any entry tools are needed.
When roadside assistance becomes recovery
Some faults look minor but are not safe to drive on, a tyre that keeps losing pressure, a battery that won't hold charge after a jump, or a belt that has already caused a warning light. In these cases the operator will explain why driving on is not advisable and offer to load the vehicle onto the truck for transport to a garage or your home, at the fixed price already agreed, with no separate callout charged for the initial roadside attempt.
This decision is made on safety grounds rather than convenience, if a fault could leave you stranded again a few miles down the road, or cause further damage by continuing to drive, we'll say so plainly and explain the reasoning before recommending recovery over a temporary fix.
