Good questions.
Straight answers.

Send the job details and your postcode so we can check availability and discuss a suitable visit. We do not provide emergency call-outs. If the situation cannot safely wait, seek an appropriate emergency service rather than waiting for an enquiry reply. A preferred date on a form is not a confirmed appointment.

No. The form records your enquiry and preferred arrangements. We contact you to confirm that we can help, discuss the scope and price, and agree an appointment. No payment is taken by the enquiry form. Keep the confirmation we send; submitting a second request is not needed simply because you have more details to add.

We work in Wokingham, Reading and surrounding Berkshire villages. Send the full postcode with your enquiry so we can confirm coverage for that particular job. If the property is near the edge of the area, please ask before assuming a visit is available.

Clear a reasonable route to the affected fitting and let us know about parking, access restrictions and known hazards. If you know where the water stopcock is, tell us; do not force a stiff valve or dismantle anything to find it. Keep children and pets away from the work area and have any agreed customer-supplied parts ready.

Yes, provided the right person can authorise the work and access. Tell us who owns or manages the property, who will be there, who can approve a change and who is paying. We may need to confirm those arrangements before a visit. Please share another person’s contact details only where you are entitled to do so.

Tell us about every job when you enquire, even if one seems small. This helps us allow enough time, discuss suitable parts and quote for the actual work. A visit booked for one repair does not automatically include other tasks; we can discuss additional work, but it may need a different appointment.

Our standard visit is £92, including the first hour of labour. Parts are extra unless your quote includes them. The price guide explains typical jobs; we confirm the applicable charge before you agree. An attendance or diagnostic visit can still be chargeable if the fault needs parts or further work, where that basis was agreed beforehand.

Yes. We agree the scope and price, or explain the charging basis for investigation, before starting. The quote uses your description and the conditions we can assess. If inspection reveals something materially different, we pause and explain the options before additional chargeable work goes ahead.

Guide prices are for labour unless the entry explicitly says otherwise. The parts needed depend on the fitting, access and condition. Our job quote should distinguish what is included from parts or further work that need separate agreement. Ask if a particular item is unclear before accepting.

We explain the difference, the proposed solution and any revised price. If you do not agree to the extra work, previously agreed attendance or investigation already supplied, completed work and authorised costs may still be due. That does not automatically make the full price of unfinished work payable. Any cancellation charge must be fair and take account of losses avoided.

Written quotes are normally valid for 30 days unless the quote gives a different period. The quote is for its stated scope, assumptions and arrangements. If you want to proceed after it expires, or change the work before booking, contact us so we can confirm the price and availability again.

A washer, reseat, seal or first clearance cannot solve every underlying fault. We explain what we found and whether replacement or further investigation is needed. Agreed diagnostic or repair work carried out with reasonable care and skill may remain chargeable; this is not a blanket exemption for poor work. Any extra work needs agreement and your consumer rights still apply.

Yes. Everyday plumbing repairs are a central part of our work, including dripping taps, leaking joints and water fittings. Describe what happens, when it started and whether it is constant or intermittent. You do not need to know the technical name of a part. We confirm the work we can accept before arranging a visit.

No. We do not carry out gas work, boiler internals, electrical services, solar PV or heat pumps. Our radiator and pipework services concern the plumbing tasks described on those pages. If you are unsure which part of a system is causing a problem, describe the symptoms and we will confirm whether it is within our scope.

Sometimes, but a worn seat, damaged valve body or cartridge problem can need a different repair or a new tap. Tell us the tap type and any make or model you can see without dismantling it. We discuss what the agreed repair covers, and explain a replacement option if that repair is unsuitable or does not resolve the fault.

We unblock sinks, basins, baths and toilets only. We do not clear gullies, external drains, main waste pipes or sewers, or provide CCTV surveys, jetting or excavation. A blockage beyond the fitting or one that keeps returning may need a drainage specialist. Tell us which fitting is affected and whether any drain-cleaning chemicals have been used; do not mix products. Clearance is not guaranteed by an initial visit. We explain the findings and agree the next step, without affecting your statutory rights.

Please check with us before buying. The fitting must be compatible, complete and suitable for the installation. A missing connector or unsuitable tap can prevent completion in the booked time. We remain responsible for the quality of our installation work, but a fault in a part you supply may need to be raised with its seller.

We can discuss the symptoms and likely next step, but the exact cause and access requirements may be unknown until investigation. Tell us what is visible and what is behind or above the affected area if you know. Opening floors or boxing and making good must be discussed as part of the scope; do not assume decoration or tiling is included.

A booking deposit is paid by card before work is scheduled. The remaining balance is taken after completion by card or a secure Stripe invoice link. We explain the amount and timing for your booking before you commit. The deposit is credited against the agreed job price. It is not an extra fee and is not automatically lost if you cancel; statutory rights and the fair cancellation terms apply.

Use the payment method confirmed for your job or the secure card-payment link supplied with the invoice. Check the reference, business and amount before paying. Do not send card numbers or security codes through a form, email or WhatsApp. If a payment request looks unexpected, verify it using this website’s contact links.

Contact us with the invoice reference, amount and approximate time. Please avoid immediately paying again if you are unsure whether the first attempt completed. We can check the transaction record and confirm the next step. A pending entry in your banking app and a completed payment are not always the same thing.

Tell us the invoice reference and which charge, payment or balance you are questioning. We can compare it with the agreed work and payment record. Do not send full card details. If you are also reporting a workmanship issue, describe that separately so both parts can be investigated properly.

We check the reason and explain any refund or lawful deduction. Refunds normally return by the original payment method unless you expressly agree otherwise. Statutory cancellation and faulty-work remedies have applicable deadlines; your bank may take additional time to display the credit. Our policy explains the difference between a cancellation, a payment error and a problem with the work.

Contact us promptly with the invoice reference so we can discuss the situation. Please do not assume an extension or instalment arrangement is in place until we agree it. If you are disputing the amount rather than asking for more time, identify the item concerned so it can be reviewed.

Tell us as soon as possible, with the appointment date, address and reference. Say whether you want to cancel or request another time. A new date is confirmed only when agreed. The policy explains cooling-off rights, work started at your request, deposits and fair deductions, rather than an automatic charge for every change.

Qualifying consumer contracts made online, by phone or away from business premises generally include a cooling-off period. The starting point can differ for services and contracts involving supplied goods. Starting work early requires the appropriate express request; it does not automatically remove all cancellation rights. Read the cancellation policy for the details and optional cancellation wording.

Contact us with your reference, what has happened and when you noticed it. Keep relevant evidence where safe, and explain any immediate risk. We may need to inspect before deciding the remedy. Our workmanship guarantee is additional to consumer rights; you are not required to accept poor work simply because an invoice has been paid.

12-month workmanship guarantee on every job. It covers our workmanship under the terms, rather than every pre-existing fault, normal wear or a defect in an unrelated part of the system. Manufacturer warranties have their own conditions. These distinctions do not excuse negligent work or replace your rights relating to services and goods we supply.

We explain the change and discuss another suitable arrangement. If we cannot supply the agreed work and no suitable alternative is agreed, payment for work we will not supply is returned, subject to any separate lawful amount for completed work. We do not treat our cancellation as if you had cancelled.

Describe the issue, include your job or invoice reference and tell us the outcome you are seeking. We aim to acknowledge within two working days and respond substantively within 14 calendar days, or explain a delay. You can ask for a review if you disagree with the outcome. The complaints procedure gives the contact and escalation options.

Yes. The quote and visit-request forms accept up to four images. A wider view and a close-up can help, alongside a make or model if visible. Avoid people, personal documents or unrelated private details. Do not dismantle fittings or enter an unsafe space to obtain a picture. Images support assessment but cannot reveal every hidden condition.

Use the private link supplied for your customer record. The portal brings relevant appointments, quotations and invoices together. If you cannot find the link, use the customer-access page to request help with your name and job reference. Keep the link private; it is intended for you, not for public sharing.

Contact us and explain which link is affected. We may need to verify your identity before changing access or sharing records. Do not paste the private link into a public review or forward it to someone who does not need your job details. A helper arranging work should be identified to us rather than assuming unrestricted access.

We use relevant information to respond, assess and arrange the work, keep job records and manage payment or aftercare. Submitting a request does not give permission to publish your images or add you to unrelated marketing. The privacy notice explains the purposes, lawful bases, recipients, retention and how to exercise your information rights.

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Contact us using Email, WhatsApp or Mobile and explain what needs changing or which information you need. We may check identity to protect your records. Access, correction, erasure and other rights depend on the circumstances; legal accounting or claims requirements can mean some records must be kept. The privacy notice explains the request process and regulator contact.