Do you carry out gas work yourselves?
No - anyone carrying out gas work is legally required to be on the Gas Safe Register, and we always point you to check an engineer's registration rather than claiming to do gas work ourselves.
We're the specialists who help you understand the problem and find the right person for gas-related work, not a business performing gas work directly. If your job involves a gas appliance, gas pipework or a flue, check the engineer's current registration on the official Gas Safe Register before any work starts - see our Gas Safe guide for the full picture on what counts as gas work and how to check.
What actually counts as an emergency, versus something that can wait?
Active water loss, a total loss of heating in cold weather affecting someone vulnerable, and safety-related issues are treated as genuine emergencies; a slow drip or a minor cosmetic issue usually isn't.
Treating every call as equally urgent would slow down response for people with a genuine emergency, so we ask a few direct questions to establish which category a job falls into. See our emergency plumber page for what to do while waiting if your situation is urgent, and our guide on response times for what affects how quickly help can typically reach you.
Why can't every job be priced over the phone?
Plumbing problems often depend on details that aren't visible until someone's actually looked - the true cause of a blockage, the exact source of a leak, or what's involved in a bathroom's existing pipework - so many jobs need a proper look before a firm price is possible.
A phone description is a useful starting point, but it rarely tells the whole story - what looks like a simple blocked drain can turn out to be something further down the system, and what sounds like a small leak can have a source some distance from where it's showing. Being upfront that a job needs a proper look before a firm price avoids either underquoting or overpromising what we can confirm sight unseen.
What about access and scheduling - are there jobs you can't fit in straight away?
Non-urgent jobs are scheduled around genuine emergencies, and some properties or access arrangements need more notice than others - we'll always be upfront about realistic timing rather than overpromising.
Genuine emergencies are prioritised ahead of routine bookings, which can mean a non-urgent job waits longer at busy times. Properties with restricted access, shared entrances, or where someone needs to be present for the full visit sometimes need more advance planning than a straightforward call-out. We'd rather give a realistic timeframe upfront than promise something we can't deliver.
