Frequently Asked Questions

We cover all 32 London boroughs, including both inner and outer London. From Westminster and the City of London to Barnet, Bromley, Croydon, and beyond. If you are in Greater London, we can reach you. For locations on the outskirts, please call us to confirm availability and travel time before booking.

For emergency callouts, our target response time is within 2 hours of your call. In central London, we often reach clients faster than this. For outer London areas, it may occasionally take slightly longer, but we will always give you an estimated arrival time when you call. Our emergency line operates 24 hours a day, 7 days a week, including bank holidays.

Our listed prices are fixed for the stated scope of work. We will always confirm the full price before we begin any work. If, once on site, we discover that additional work is required beyond the original scope — for example, a more serious pipe issue uncovered during an inspection — we will explain this clearly and provide a separate quote before proceeding. We will never carry out additional work without your explicit approval.

Yes. All of our engineers are fully qualified plumbing professionals holding relevant City & Guilds qualifications. We carry comprehensive public liability insurance, and all our work is carried out in compliance with current UK Building Regulations and British Standards. We use only WRAS-approved materials. On request, we can provide copies of our insurance documentation before work commences.

Yes — written completion reports are provided as standard after every job. For landlords and property managers, our reports are formatted to support compliance records, including details of work carried out, materials used, and any issues identified. We understand that documentation is essential for landlord obligations and insurance purposes, and we take care to provide reports that are clear and detailed enough to be useful.

Absolutely. We are experienced in working with rental properties and understand the need to coordinate with tenants. We can liaise with tenants directly to agree access times, and we always leave properties clean and tidy. For planned maintenance, we prefer to give tenants at least 24–48 hours' notice wherever possible, and we will work around reasonable scheduling requests.

We accept bank transfer (BACS), debit card, and credit card. Payment is typically requested upon satisfactory completion of the work. For larger projects or maintenance contracts, we are happy to discuss staged payment arrangements. We provide a formal VAT invoice with every job. We do not accept cash as a sole payment method for jobs over £100.

Yes. We work with a number of landlords and property management companies on scheduled maintenance programmes covering multiple properties. Multi-property clients benefit from discounted rates, priority scheduling, and a dedicated point of contact. If you manage three or more properties, please contact us to discuss a bespoke maintenance package.

We understand that circumstances change. If you need to cancel or rearrange, please contact us as soon as possible. Cancellations made with more than 24 hours' notice are handled at no charge. For same-day cancellations, a call-out fee may apply. Please see our full Refund Policy for details. We will always try to accommodate rescheduling requests wherever possible.

Yes. We serve offices, retail units, cafés, and small business premises across London. Our Commercial Plumbing Callout service is designed for business environments, and we can work around your opening hours to minimise disruption. For commercial clients requiring regular maintenance, we can establish a service agreement with scheduled inspection visits and priority emergency response.