What actually happens when you call us
No mystery and no script. This is the sequence a job follows, from the moment the phone rings to the point we drive away.
Six stages, in the order they happen
Same sequence whether it's 2pm on a Tuesday or 3am on a Sunday.
- 01
You ring, and a plumber answers
Not a call handler reading from a sheet. You get the person who will be doing the work, which means the questions you are asked are the ones that actually matter: where the water is coming from, how fast, and whether you have been able to isolate it.
If it is a genuine emergency, ring rather than message. Messages are picked up as soon as we are out from under a floor, but the phone is answered.
- 02
Four things to send us
Your postcode, a plain description of the problem, the best number to reach you on, and whether it is a house or a flat. Flats change everything about isolating a leak — shared risers, upstairs neighbours and communal stopcocks all get involved.
A photo or a short video over WhatsApp is worth a hundred words. It tells us what fittings you have, what has failed and what to bring, which is the difference between one visit and two.
- 03
An honest answer about timing and cost
Before we travel you will know whether a call-out fee applies and roughly when we can be with you. If we cannot get to you in a sensible time, we will say so on the phone instead of leaving you waiting and hoping.
We will not quote a final price blind. What we will do is explain exactly how the charging works so there are no doorstep surprises.
- 04
We arrive, look properly, then quote
The first job on any emergency is stopping the water. Once it is under control, we work out what has actually failed rather than what looks likeliest, because guessing costs you more.
You then get a clear quote before any work begins. If what we find behind a panel changes the job, we stop and tell you before carrying on.
- 05
The repair
Done to last, with proper fittings and proper supports. Where a wall or floor has to be opened up we keep it as small as it needs to be, sheet down, and take the mess with us.
Everything is pressure or flow tested before we call it finished — a repair that has not been tested is just a hope.
- 06
Afterwards
You will be told what failed, why, and what to keep an eye on. If something else on the system is close to the end of its life we will mention it, without turning it into a sales pitch.
Anything that needs a different trade — plastering, tiling, or a Gas Safe engineer for boiler work we do not touch — we will tell you plainly rather than take it on.
Emergency? Here's what to send us
A photo or short video helps too. The more we know before setting off, the less time is wasted when we get there.
Your postcode
So we can tell you straight away whether you're inside the radius we cover.
What the problem is
In your own words — where the water is coming from and how long it's been going on.
A phone number
The best number to reach you on when we're close, so nobody is left waiting at the wrong door.
House or flat
Flats, shared risers and upstairs neighbours change how a leak has to be isolated.
About the process
Do I need to be at the property?
For most jobs yes, at least to let us in and agree the quote. With a landlord's or owner's clear instruction and a way in, we regularly work at properties with nobody home.
How long does a typical emergency visit take?
It depends completely on the fault. Stopping water and making a property safe is usually quick; tracing a hidden leak or clearing a rooted external drain takes longer. You will be told what we are doing as we go.
What if you can't fix it on the first visit?
If a part has to be collected or ordered, we make the property safe and usable where we can, tell you exactly what is needed, and agree a return. You will not be left with a floor open and no plan.
Do you clean up?
Yes. Sheets down, tools away, waste taken with us. Making good plaster or tiling is a separate trade, and we will say so up front.
More on the full FAQ page, or check where we cover.
Plumbing emergency right now?
Call and speak to the plumber who will be doing the job — not a call centre. Lines are open 24 hours a day, every day.
You get a clear quote before work starts. A call-out fee may apply — confirmed on the phone before we travel.