How are emergency jobs billed?+
There is no callout fee. On arrival the engineer surveys the fault, stabilises where safe, and gives you a written diagnosis with either a fixed-price quote for predictable-scope repairs or an estimate at the labour rate (per 30 minutes) for the time of day for diagnostic-heavy work. You sign off in writing before any chargeable work continues. Materials are charged at trade cost plus 30% markup, fully itemised.
What's the difference between set-price, hourly, and scoped jobs?+
Set-price jobs are predictable in scope: CP12 gas safety, annual boiler service, drain surveys, power flushes. You pay the published from-price. Hourly rate jobs are pre-planned, scheduled visits where scope unfolds during the work: trace-and-access, follow-on repair after a survey, time-and-materials with a known starting point. Scoped jobs are installations and complex repairs that need a site visit before a written fixed-price quote: boiler installs, heating system replacements, underground supply-pipe leaks, drain relining. 24/7 reactive emergencies (burst pipes, no-heat in winter, gas leaks, sewage backup) are billed under the hourly model: no callout fee, an on-site diagnosis, then a fixed price or the labour rate for the time of day based on what the survey finds.
Are your prices inc or ex VAT?+
Prices on this page are shown excluding VAT by default. Use the toggle to switch to inc-VAT, which for a domestic customer is the figure you actually pay, since domestic customers cannot reclaim VAT. Commercial and account-client pricing is quoted ex-VAT, since those customers reclaim it. VAT is charged at the prevailing rate (currently 20%).
Why are evening and night rates higher?+
Out-of-hours work means premium pay for the engineer on call, plus the cost of keeping a dispatcher and a stocked van available when most plumbers are closed. The rate covers the genuine extra cost of true 24/7 response, not a surcharge for convenience.
Do you add charges for parking, fuel, ULEZ or the Congestion Charge?+
No hidden extras. The price we agree is the price you pay: no parking, fuel, travel-time, ULEZ or Congestion Charge surcharges bolted on at the end. Materials are charged at trade cost plus 30%, fully itemised with the supplier reference on your invoice.
Do you charge to come out and look?+
No callout fee, ever. For pre-planned visits the one-hour minimum labour charge begins when on-site work starts; diagnostic time rolls into the work. For 24/7 emergencies you pay only for the labour at the rate for the time of day, plus any materials. The engineer always confirms the price before any chargeable work starts.
Can I reschedule a booking?+
For non-emergency bookings, you can reschedule free of charge with at least 24 hours' notice, subject to office acceptance and availability. Inside 24 hours, or no-shows, we may charge the one-hour minimum labour against the booked slot.
Do account clients pay these published rates?+
Account clients (estate agents, letting agents, property managers, multi-site operators with 5+ properties) get a discount off the published rates that scales with portfolio size.
See the account-client tiers for the 3-tier programme. Homeowners: our
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