Common questions
Frequently asked questions
The questions we get asked most, answered plainly. If yours isn't here, call or WhatsApp us, we'd rather answer it directly than have you guess.
General questions
How quickly can you get to me in an emergency?
For a genuine emergency, we aim to respond within the hour across most of our Surrey and London coverage area. Call us rather than filling in a form and we'll give you a realistic arrival time straight away.
What counts as a plumbing emergency?
Anything where water is actively escaping, where you've lost hot water or heating in cold weather, or where a leak is threatening electrics or structural damage. If you're not sure, call and describe it, we'll tell you honestly whether it can wait.
Do you charge for quotes or call-outs?
Quotes are free and come with no obligation. Get in touch and we'll talk you through what's involved before you commit to anything.
Are you insured and qualified?
Yes. Our team is fully insured and qualified to carry out plumbing repairs and installations for both domestic and commercial clients.
What areas do you cover?
Surrey, South West London, and up to the Berkshire and Hampshire borders. That includes Guildford, Woking, Kingston upon Thames, Windsor, Farnborough and many more. Check our areas page for the full list, or just call with your postcode.
Do you work with landlords and letting agents?
Yes, regularly. We understand that void periods and tenant complaints both cost money, so we prioritise fast turnaround on rental properties and keep you updated throughout.
In an emergency
What should I do first if a pipe bursts?
Turn the water off at your stopcock, usually under the kitchen sink or near where the main supply enters the property. Then switch off any electrics near the leak if it's safe to reach them. Once the water's off, call us. Isolating the supply is the single most useful thing you can do before we arrive.
Where is my stopcock likely to be?
In most homes it's under the kitchen sink. In older properties it can be in a downstairs cupboard, under the stairs, or near the front door. It's worth finding yours now rather than hunting for it during an emergency.
Should I turn off my boiler if there's a leak?
If the leak is coming from the boiler itself or from heating pipework, yes, switch it off at the mains and call us. For a leak elsewhere in the plumbing, the stopcock is the priority.
Emergency Plumbing Repairs
What plumbing repairs do you handle?
Most things: leaking or burst pipes, dripping taps, faulty valves, running or blocked toilets, water heater and cylinder faults, low pressure, and radiator or heating repairs. If you're not sure whether something counts, send us a photo on WhatsApp and we'll tell you straight.
What should I do first if I have a burst pipe?
Turn off the water at the stopcock (usually under the kitchen sink or near where the main supply enters the property), then switch off any electrics near the leak if it's safe to reach them. Call us once the water's off. Every minute matters less once the supply is isolated.
How quickly can you get to me?
For a genuine emergency, we aim to respond within the hour across most of our Surrey and London coverage area. Routine repairs are usually booked in for the next available slot, often the same day.
Do you charge for a call-out?
We provide a free, no-obligation quote before any work begins, so you'll always know the cost upfront. Get in touch and we'll talk you through it.
Do you guarantee your repair work?
Yes. We stand behind what we fix, and we'll talk you through the specific cover for your job before we start.
Leak Detection
How do I know if I have a hidden water leak?
The usual signs are a water bill that's gone up without explanation, damp or discoloured patches on walls, ceilings or floors, a musty smell, or the sound of running water when every tap in the house is off.
What methods do you use for leak detection?
Thermal imaging and acoustic listening equipment, mostly. Both let us trace a leak accurately without cutting into walls or lifting floors speculatively.
Will you need to damage my walls or floors to find the leak?
Usually not to find it. Once located, some leaks need a small section opened up to reach and repair, but we'll always explain exactly what's needed before we go ahead.
How much does a leak detection survey cost?
It depends on the property and how the leak is presenting. We'll give you a free, no-obligation quote once we understand what's going on.
Bathroom Fitting
Can you customise the design to suit my style?
Yes. We work with you on layout, tiles, sanitaryware and fittings until it matches what you actually want, not a standard package.
How long does a typical bathroom fitting take?
It depends on the scope, a straightforward refit is quicker than a full reconfiguration with new pipework. We'll give you a realistic timeline at the consultation stage, before you commit to anything.
Do you supply the materials or do I?
Either. Some clients prefer to choose and supply their own tiles and sanitaryware, others would rather we sourced everything. We'll work whichever way suits you.
Will one team handle the whole job?
Yes, plumbing, tiling and fitting are all handled by us directly, so there's one point of contact for the whole project rather than several separate trades to manage yourself.
Kitchen Fitting
Can you plumb in appliances as part of a wider kitchen fit?
Yes, we regularly work alongside kitchen fitters and cabinet makers, plumbing in sinks and appliances as the rest of the kitchen goes in.
Do you fit boiling water taps and filtration systems?
Yes, including the under-sink units they need. We'll talk you through the options if you're deciding between systems.
Can you move my sink to a different part of the kitchen?
In most cases, yes. It depends on where your existing supply and drainage run, which we'll check before confirming what's possible.
Is a call-out quote free?
Yes, we'll always give you a free, no-obligation quote before any work is agreed.
Power Flushing
When is power flushing necessary?
Usually when you notice uneven heating, cold spots on radiators, unusual noise from the boiler, or discoloured water when bleeding a radiator. It's also worth doing before fitting a new boiler onto an older system.
Is power flushing safe for my heating system?
Yes, when it's carried out properly. It's a standard, well-established way to clean a central heating system and can extend the life of the boiler rather than put it at risk.
How long does a power flush take?
It depends on the size of the system and how much sludge has built up. We'll give you a realistic time estimate once we've assessed it.
Will power flushing lower my heating bills?
It can, since a clear system doesn't have to work as hard to heat your home. How much you notice depends on how clogged the system was beforehand.
Still got a question?
Call or send us a WhatsApp message. We'd rather give you a straight answer now than have you wondering.