FAQs

Frequently Asked Questions

your most common questions answered

020 3880 5666

Is there a call out charge for a booked job?

We are always transparent with our fees and prices.

We will tell you upfront our rates and quote an average price for the job that you describe.

When you arrange a job there is no call out charge factored into our prices.

Is there a cancellation charge if I need to cancel a job?

Cancelation charges will apply if:

  1. You cancel the job inside the 24-hour window from the job start time
  2. The engineer arrives and you cancel the job for any reason
  3. You cancel when the engineer assesses adjustments to the job based on their site inspection and how the customer has described the job

For cancelation fees please ask our staff as these are based on the job size, man-hours quoted and time of cancellation. These will also be stated in your contract if you have been sent one.

Do you give free quotes and estimates?

Major installation and decommissioning work. Boiler installations, multiple radiator installs, bathroom renovations etc.

We are able to do free job quotes for major installation and decommission work.

A field agent will take pictures and fill out a form so a quote can be issued to the customer.

The quote has to be scheduled around the availability of our field agents.

The field worker will have a capped appointment time of one-half hour on site.

If the customer wishes to engage the field worker for longer than the designated half hour then a call out charge will apply.

Please ask our customer service staff for our current rates or if they apply to your quote request type.

Leaks and urgent repair work

We generally manage these as crucial repair jobs and will Estimate our hourly rates on the phone when you call. If the customer accepts these rates we make an immediate booking and dispatch an engineer to start the repair.

If the customer cancels the job once the engineer is on route or on site a cancelation fee will be applied.

Common maintenance and cosmetic upgrade work

We are able to do free job quotes for Common maintenance and cosmetic upgrade work.

A field agent will take pictures and fill out a form so a quote can be issued to the customer.

The quote has to be scheduled around the availability of our field agents.

The field worker will have a capped appointment time of one-half hour on site.

If the customer wishes to engage the field worker for longer than the designated half hour then a call out charge will apply.

Please ask our customer service staff for our current rates or if they apply to your quote request type.

Insurance claim quotes

We are able to do job quotes for insurance claims but there is a call out fee for these quotes.

As insurance companies can ask customers to submit three quotes our opportunity of winning your job is 3 to 1, therefore, we charge a call out fee that is removed from your invoice should we be your elected choice for the job.

Are all fees, parts and labour visible on your job quotes and invoices?

We are always transparent with our fees and prices.

We will clearly outline all parts, fees and labour on your quote and where any deductions and discounts will apply should you accept our quote and book your job.

Parts we supply include a processing and shipping consideration and is the amount stated for said parts on your quote or invoice.

Quotes are calculated to the best of our ability based on the information passed to us by the customers and how much we are able to access your job without disturbing any built-in structures.

Quotes will show the full scope of the job with all expenditures (manifest errors exempted).

Your final Invoice for payment will include all VAT at the prevailing rate.

Any discounts and promotions that apply will be shown clearly in your quote. Please always ask whether there are any that apply to you if you were quoted any at any time and you do not see them on your final invoice.

Phone quotes will be fast quotes. Our call team will indicate fees, parts, prices and labour charges to the best of their knowledge. These quotes are subject to update based on the actual job contracted and undertaken.

Any updates to quotes will be communicated quickly and efficiently in order to give customers a wide range of options and minimize their outlay.

We do not believe in giving our customers nasty surprises so we will always communicate any updates to our quotes promptly and will never commence a job or task within the job before communicating any additional costs to the customer.

There may be rare times when unforeseen outlay may be identified. In these cases, work will not commence or will be halted until the customer is able to sign off on any additional outlay. We charge our team with making these rare events as few as possible.

Is your work guaranteed?

Yes is the simple answer to this question. All of our work is under our written guarantee.

Any problems that arise within 12 months after the completion of the work as a result of our workmanship will be remedied without further cost to the customer.

All parts provided are covered under the manufacturers guarantee often in excess of our standard 12 months of cover. We will let you know all standard and any extended coverage at time of written quote if any apply.

There are some exceptions to our guarantee of coverage that are also outlined in our terms and conditions. These include but are not limited to;

  1. Central heating system flushed
  2. Blockages
  3. Replacement tap washers
  4. Boiler services
  5. Boilers of inferior quality or over 10 years of age
  6. Work carried out under your instruction against the advice of the engineer
  7. Where recommended work was not carried out
  8. Parts have been modified or tampered with in any way by any other party since our engineers did the job

Can I supply my own parts?

Yes, you can supply your own parts.

Parts not supplied by us are not covered by our guarantee nor the labour that we provided to install them should they fail.

We cannot be held responsible for incorrect parts the customer orders or supplies or any added labour incurred or other charges should these parts fail or need to be replaced before the job is completed or after the job is completed.

When ordering their own parts the customer should always consider that warranty claims for a failed parts supplied by them are not covered by us. These will have to be dealt with by the customer as we are not the suppliers of these parts.

When is payment due?

In most cases payment is due on completion of work.

Depending on the job type and set up we do require a deposit for parts and materials that are required for specific jobs prior to starting work or a portion of work such as installations.

We raise a detailed quote that is sent to the preferred email address you have provided at time of booking.

We will also send you an SMS message to inform you that your quote has been dispatched.

When your job is completed our booking system will dispatch your invoice to you for completion of payment.

Payment in full is due at job completion. At that time all balance of payments are due unless otherwise stated on the invoice.

The invoice is usually sent through for payment before the engineer leaves your premises as they will usually need a completion of work and payment sign off from us.

What payment options do I have?

We do refer a direct payment to our company account however you do have more options for payment.

By Law there is no charge for a debit or credit card payment.

Why do you need my card details at time of booking?

We only use this information to secure the booking much like you would with a hotel booking.

No pre-payment is made unless we specifically state that parts have to be paid for prior to job commencement.

In most cases like booking a hotel room and holiday you will be charged on your card at the end of your time with us.

We pre-authorise your card in order to follow this process and you will not be charged until the work is done.

You are also free to use a different card or a different process of payment when the payment is due on the approval of our staff handling your invoice Please see “what payment options do I have?” for more details.

Are you insured?

Yes, we are fully insured with £2m of public liability insurance and we are also covered by professional indemnity insurance. Please see our website for our insurance details.

What is your cancellation policy?

Please see our cancellation fees section of this document for our cancellation policy and fees.

Gas Safe Registered
Approved Installlers
Nest Pro

OUR ACCREDITATIONS

Our experienced team of plumbers and heating engineers are fully registered, licensed and insured.