Common questions
What people actually ask when they call
Honest answers to the questions we hear every week. Still stuck? Call 0207 046 1363 or 07456 975436.
Can I call you at 3am?
Yes. The line is staffed 24 hours — a real person picks up, not a voicemail or a bot. If you ring at 3am you'll speak to a dispatcher who can get an engineer moving within minutes.
How fast can you actually arrive?
Across zones 1–3 we're averaging 60 minutes door-to-door. Recent jobs: Camden at 11pm — 42 minutes. Southwark burst pipe on a Sunday — 51 minutes. Battersea boiler lockout — 38 minutes. We'll give you a realistic ETA on the phone, not a sales pitch.
What's your emergency call-out fee?
£60–£120 depending on time of day and postcode. Central zones in daytime hours sit at £60; outer boroughs overnight sit closer to £120. The fee is quoted before we dispatch, so you know the number before the van leaves.
Can I call you for a burst pipe or leak right now?
Yes — literally any hour of any day. Burst pipes and active leaks are our priority dispatch. Call 0207 046 1363, tell us the postcode and whether the water is off, and we'll have an engineer en route while you're still on the line.
Do you cover all of London?
All 32 boroughs plus the M25 fringe. That includes Westminster, Camden, Hackney, Southwark, Lambeth, Wandsworth, Kensington & Chelsea, Islington, Tower Hamlets, Greenwich, Ealing, Croydon, Bromley, Barnet, and everywhere in between.
Are you Gas Safe registered?
Yes. Our gas engineers are Gas Safe registered, our electricians hold NICEIC approval, and our plumbers work to WaterSafe standards. Registration numbers are on every engineer's ID card and we're happy to show them at the door.
What if my boiler locks out at midnight?
Same-night dispatch. An engineer can usually be with you inside 90 minutes with the common spares (diverter valves, pumps, PCBs, ignition leads) on the van. If parts are needed you'll get a fixed quote before we order anything.
Do you work with letting agents and property managers?
Yes. We run monthly-account billing for agencies and managed portfolios, with one point of contact, priority dispatch on out-of-hours calls, and compliance paperwork (gas safety, EICR, legionella) attached to every job. Ask for the commercial desk.
How do I know you'll actually show up?
Checkatrade profile 15009068 — every job reviewed. GPS-tracked dispatch so we tell you when the engineer leaves base. Text-message ETA updates while they're en route. If anything goes wrong you have a direct line to the duty manager, not a call centre.
What if the fix needs parts?
You get a fixed written quote before any part is ordered — no open-ended labour clock. If the job can't be completed the same visit, the make-safe (isolating the leak, capping the gas, bypassing the fault) is always free until we're back to finish.
