How Our Plumbing and Heating Service Works
We want booking a plumber to be straightforward. Our process helps us understand the problem, allocate a suitably qualified engineer and explain how the work will be charged before we begin.
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Step 1 – Tell us what has happened
Call us or submit the appointment request form. Tell us what is leaking, not working or causing concern. If possible, provide photographs of the fault, the surrounding pipework and any boiler error code.
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Step 2 – We review the job
Our team reviews the information and checks which engineer is best suited to the work. Gas appliances and boilers are attended by an appropriately qualified Gas Safe registered engineer.
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Step 3 – We offer an appointment
We will contact you to offer an available appointment. Same-day appointments may be available, but they are not guaranteed. Submitting a form is an appointment request and does not create a confirmed booking until our team has contacted you.
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Step 4 – Pricing is explained
Smaller repairs are normally completed using our published hourly rates. There is a one-hour minimum charge, followed by 30-minute billing increments. All prices exclude VAT.
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Step 5 – Work over two hours
Where the work is expected to take more than two hours, we will provide a quotation wherever reasonably possible. Some faults must first be investigated before the full scope and cost can be confirmed.
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Step 6 – Parts and materials
If parts are required, the engineer will explain what is needed. All materials and parts supplied are subject to a 20% mark-up. Material collection time is chargeable at the applicable hourly rate, capped at one hour per trade.
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Step 7 – Authorisation and repair
The engineer will explain the proposed work and obtain authorisation before carrying out additional work or ordering significant parts. We will never knowingly proceed with major additional work without discussing it with the customer.
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Step 8 – Completion and payment
Once the work is complete, we provide a digital invoice detailing the labour and materials. Payment is required upon receipt. We accept all major credit and debit cards excluding American Express, together with Apple Pay.
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Step 9 – Follow-up support
If the repair identifies a larger issue, such as an ageing boiler, heavily contaminated heating system or failed cylinder, we can provide a separate quotation for the recommended work.
Before we arrive
- Clear access to the appliance or affected area.
- Move personal belongings away from the workspace.
- Keep pets and children safely away from the working area.
- Locate the stopcock if known.
- Send clear photographs before the visit.
- Provide parking or permit information when requesting the appointment.
- Tell us immediately if water is near electrical equipment.
Water escaping right now?
If water is escaping rapidly and it is safe to do so, turn off the internal stopcock. If water is affecting electrical fittings, avoid touching the affected area and isolate the electricity only if it is safe. If you smell gas, turn off the gas supply if safe, open doors and windows, avoid electrical switches and contact the National Gas Emergency Service on 0800 111 999.
Charges for every appointment follow our published rates page. If you are unsure which service you need, call us and describe the fault — we will point you to the right service and check whether we cover your area.
Request an appointment
Call our team or send an appointment request and we will contact you to discuss availability.