Who should answer the phone
A technician, not a message service. If you reach an answerphone or a call centre that takes your details and promises a call back, it is not a 24 hour service in any useful sense. With us, whoever answers will also talk you through making things safe while the van is on its way.
How fast can they arrive?
In most of the towns we cover, thirty to sixty minutes. A good firm tells you which technician is nearest and gives a realistic time. Rural addresses can take longer, and you should be told that on the phone rather than finding it out by waiting. See the full list of towns we cover.
What should be on the van
The failures that come up again and again are pumps, valves, thermocouples, seals, traps and common boiler parts. A well-stocked van means most jobs finish on the first visit and you are not left waiting days for a return trip.
What to check before they start
- Gas Safe and WaterSafe registration. Ask to see the card on arrival.
- The price, in writing or on the phone, before any work begins.
- Whether the plumber is employed or subcontracted. Our technicians are our own staff.
- A guarantee. We repair with a twelve-month guarantee on the same fault.
Is it really an emergency?
Call straight away for gas smells, burst pipes, water near electrics, a total loss of heating in cold weather, or sewage backing up. Wait for a booked weekday visit for a dripping tap, a slow drain with no overflow, or a boiler service that is due. Booked work costs less, as set out in our cost guide.
Before the plumber arrives
Read what to do with a burst pipe or leak so you can limit the damage while you wait.
Frequently asked questions
Are you really available at three in the morning?
Yes. A technician answers the phone at any hour, including weekends and bank holidays, with no separate out-of-hours number.
How quickly will a plumber reach me?
In most towns we cover, thirty to sixty minutes. You are given a realistic time when you call.
Do I need to be home?
Someone over eighteen needs to be there to let the technician in and agree the work, but it does not have to be you.
