Question 1

How quickly can you get here?

Accepted Answer

We respond to every enquiry within an hour. When you call, we do everything we can to reach you and sort the problem as soon as possible, and we will tell you when to expect us.

Question 2

What happens when I call?

Accepted Answer

You speak to the person who will do the work. We ask what is happening, what you can see, and whether you know where your stopcock is. If it is urgent we will talk you through isolating the water while we are on the way. Then we agree a time and what we are coming to look at.

Question 3

Water is coming through the ceiling. What do I do first?

Accepted Answer

Turn the water off at the stopcock, then call us. If the water is anywhere near a light fitting or a consumer unit, leave the lights alone and stay out of the room. We will talk you through the rest on the phone.

Question 4

I can see damp but I cannot find the leak. Can you?

Accepted Answer

Yes, tracing hidden leaks is routine work. We start at the wettest point and work back through the likely causes — waste traps, shower tray seals, compression joints under a bath panel, failed radiator valves, and the rising main. Finding it properly is what stops you paying twice for the same repair.

Question 5

Should I pour drain cleaner down a blocked sink?

Accepted Answer

We would rather you did not. Caustic cleaners sit in the trap, damage older pipework and make the blockage harder and more unpleasant to clear by hand. If the water is draining slowly rather than not at all, a plunger is worth ten minutes of your time. After that, call us.

Question 6

Do you work on gas boilers?

Accepted Answer

No. We work on the water side of your heating — radiators, valves, thermostats, TMVs, pumps, cylinders and pipework, plus air source heat pumps. Anything involving the gas appliance itself goes to a Gas Safe registered engineer, and we will tell you that straight away rather than sending someone who cannot legally do the job.

Question 7

Can you work on an unvented hot water cylinder?

Accepted Answer

Not the cylinder itself. Unvented cylinders require a G3 qualification, and we will not pretend otherwise. We do work on the pipework, valves, pumps and controls around a hot water system, and we can tell you what is wrong before you book a specialist.

Question 8

Do you work on air source heat pumps?

Accepted Answer

Yes. We are trained in air source heat pump installation, and heat pumps sit on the water side of a heating system, which is exactly where we work. If you are weighing one up, we can talk about what your existing radiators and pipework would need.

Question 9

Do you do electrical work?

Accepted Answer

Only minor maintenance — lamp changes as part of general building maintenance. Anything involving fixed wiring, consumer units or new circuits goes to a qualified electrician. As with gas, we would rather tell you where our work stops than take on something we should not.

Question 10

What is a TMV, and why does it need servicing?

Accepted Answer

A thermostatic mixing valve blends hot and cold water so an outlet cannot scald. They are common in schools, care settings, clinics and housing, and they need periodic servicing because scale and debris stop them failing safe. We replace and service them as part of both reactive calls and planned maintenance.

Question 11

Do you work with businesses and managing agents?

Accepted Answer

Yes, and it is a large part of what we do. We look after a gym, a residential tower, an aesthetics clinic, a veterinary practice, a café and a serviced-apartment operator — 1Rebel, DAMAC Tower, Skin Science Clinic, Vertu Vets, Markus Coffee and The Casalyst. Six building types, six different sets of constraints.

Question 12

Can you work while we are still open?

Accepted Answer

Yes. Most of our commercial work happens in occupied buildings — a gym mid-session, a clinic with patients in, a café before opening. We agree access, isolation and noisy work windows before we start, so your staff and customers are not standing in the middle of it.

Question 13

What does planned maintenance actually include?

Accepted Answer

A schedule of checks agreed with you, rather than waiting for something to fail. Typically that is routine inspections, defect identification, water flushing for Legionella control, TMV servicing, fire alarm call-point testing, and coordinating statutory testing. You get a record of what was checked and what needs attention.

Question 14

What do I get after the work is done?

Accepted Answer

A clear account of what was wrong, what was replaced, and what we would keep an eye on. For commercial clients that extends to the risk assessment for the job and a written report you can hand to a managing agent or an insurer. Tidy site, waste taken away, and no surprises about what happened while you were out.

Question 15

Which parts of London do you work in?

Accepted Answer

We work across central and south-west London. Chelsea, Marylebone, Mayfair and Marble Arch, Vauxhall and Westminster are where most of our work is. If you are just outside those areas, call and ask — the answer is often yes, and if it is no we will say so rather than waste your afternoon.

Question 16

Do you speak languages other than English?

Accepted Answer

Yes — English and French, both fluent. For managing agents and hospitality clients in central London that turns out to matter more often than you would expect, particularly when a resident or a member of staff is trying to explain a problem under pressure.

Questions people actually ask

Emergencies and call-outs

What we do, and what we do not

Commercial and planned maintenance

Coverage and working with us

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