What to expect on the day of your plumbing visit
On the day, you get a call before the engineer sets off, an arrival window rather than a fixed minute, and a diagnosis before any chargeable work beyond attendance. The call-out covers the first hour on site; further time is £95 per hour and parts are itemised on the invoice. Gas work is carried out only by Gas Safe registered engineers, and we carry £5 million public liability cover.
Key facts
- Arrival
- A time window plus a call before the engineer sets off
- Included
- The first hour on site is included in the call-out charge
- After the first hour
- £95 per hour, the same in every band
- Parts
- Priced and approved before ordering, itemised on the invoice
- Gas work
- Gas Safe registered engineers only; registration number available on request
How the visit runs
- 1Confirmation callYou get a call before the engineer leaves, with a realistic arrival time.
- 2Access and set-upThe engineer protects the area and needs clear access to the fault and the stop tap.
- 3DiagnosisThe cause is established and explained to you before any work beyond attendance is carried out.
- 4ApprovalIf the job will run past the included first hour or needs a part, you are told the cost first.
- 5Repair and testThe repair is carried out and tested with you present wherever possible.
- 6InvoiceYou receive an itemised invoice showing the call-out band, further hours and parts.
How the bill is made up
| Item | Price | Includes |
|---|---|---|
| Standard hours (8am–6pm, Mon–Fri) | £99 | Call-out including the first hour on site |
| Evening (6pm–10pm) | £129 | Call-out including the first hour |
| Night (10pm–8am) | £169 | Call-out including the first hour |
| Saturday | £129 | Call-out including the first hour |
| Sunday | £149 | Call-out including the first hour |
| Bank holidays | £199 | Call-out including the first hour |
| Each further hour | £95 | Same rate in every band, day or night |
| Parts | At cost plus margin | Itemised on the invoice |
Before the engineer arrives
Clear access to the work area, move anything fragile, and shut pets away. If the job is under a sink or in an airing cupboard, emptying the cupboard first is genuinely the difference between a one-hour and a two-hour visit.
- • Make sure someone over 18 can give access for the whole window.
- • Know where the stop tap is, and clear the way to it.
- • Have parking arranged where it is controlled or permit-only.
- • Empty cupboards under sinks and around cylinders.
Diagnosis before work
The engineer establishes the cause first and explains it before carrying on. Where a repair will take longer than the included first hour, or needs a part, you are told before that time is spent — not afterwards.
Parts and second visits
Common parts are carried on the van. Anything unusual is ordered with the price and lead time given to you first. Where a return visit is needed, we will tell you plainly what that visit will cost.
Finishing and the invoice
The engineer tests the repair with you, cleans the area, and the invoice itemises the call-out band, any further hours at £95, and parts separately. Keep it — landlords and insurers usually need the description of cause and remedy.
Need this doing rather than reading?
We cover the GU, KT, SW, CR, RH and BN postcode areas, 24 hours a day, 7 days a week, including bank holidays.