Question 1

What does a call-out cost?

Accepted Answer

The call-out charge is £70. We confirm it with you on the phone or on WhatsApp before we set off.

Question 2

Is the price fixed?

Accepted Answer

The call-out charge is. The repair is not, because we have not seen it yet. We find the fault, tell you what the repair costs, and only carry on once you have agreed. Parts are quoted separately before anything is fitted.

Question 3

What costs extra?

Accepted Answer

The call-out is £70. No additional work begins until the problem has been assessed and you have agreed the work and the cost.

Question 4

How quickly can someone attend?

Accepted Answer

We do not publish arrival times and we will not guess one. Call or message and you will be told plainly whether we can take the job on and when we could get to you.

Question 5

What should I do while I wait?

Accepted Answer

For water, close the internal stopcock — usually under the kitchen sink or in the airing cupboard — and put a bucket under the drip. For electrics, switch off the affected circuit at the consumer unit rather than resetting it repeatedly. If there is fire, smoke or exposed live parts, leave the property and call 999.

Question 6

Can I send photographs?

Accepted Answer

Yes, and it saves time. A photo of the fuse board with the tripped switch showing, or of the pipe and the valve next to it, usually tells us what parts to bring.

Question 7

Do you carry out gas work?

Accepted Answer

No. We do not touch boilers or any gas appliance. If you smell gas, leave the property and call 0800 111 999.

Question 8

My ceiling is stained where the leak came through. Do you repair that?

Accepted Answer

We stop the leak. We do not do the drying, plastering or redecorating afterwards, and we do not do building work of any kind. That part is arranged by you or your insurer.

Question 9

Do you work with landlords and letting agents?

Accepted Answer

Yes. Send the property address, the tenant's number, who holds keys and who authorises the spend. We deal with the tenant for access and keep you on the same WhatsApp thread.

Questions we get asked

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