Frequently Asked Questions
Straight answers to the questions we get asked most — no small print, no surprises.
Looking for something more specific to a job? Each service has its own FAQs too: Fire (Heating) · Water (Plumbing) · Wind (Air Conditioning) · Earth (Electrical) · Business
Booking & Getting Started
How do I get a quote?
Use our Get a Quote form — a few quick questions about your job, budget, and timescale gets you either booked straight in for a repair or service, or through to a survey and fixed quote for an installation. Prefer to talk it through first? Call 01423 411 133.
How quickly can you get to me?
For standard repairs and servicing, we're typically booking 2–3 days out. Installations need a minimum of 7–10 days, since larger jobs usually require a survey first. If it's urgent, call us directly rather than booking online.
Do you charge for a call-out to diagnose a repair?
Repairs and servicing start from £80 + VAT. If we find additional work is needed once we're on site, we'll always tell you the cost and get your go-ahead before doing anything further — no surprise bills.
Pricing, Deposits & Payment
Do you require a deposit?
For installations, yes — 50% upfront. For special orders (equipment ordered in specifically for your job), the deposit is either 50% or the full cost of the special order itself, whichever is greater, since we're committing to that cost on your behalf regardless of the rest of the job.
When is the balance due?
On completion, before we leave — by card or BACS.
How do I pay?
Card or BACS transfer.
What if I cancel or need to reschedule?
Rescheduling is no problem and carries no fee. If you cancel an installation or repair outright without rebooking, the deposit is non-refundable.
Guarantees & Warranty
Do you guarantee your work?
Yes — every job comes with a 12-month workmanship warranty. This doesn't affect your statutory rights.
What about warranty on parts?
Parts we supply are covered by us directly — if something we've fitted fails, we handle it. If you've supplied your own parts or equipment for us to install, responsibility for that part sits with you and its supplier.
Emergencies & Call-Outs
Do you offer a 24-hour emergency call-out service?
No — we don't promise a round-the-clock line. If you call outside normal hours with a genuine emergency, we'll answer and help if we possibly can, but it isn't a guaranteed 24/7 service.
Is there an extra charge for emergency call-outs?
An emergency call-out fee applies if we need to rearrange existing bookings to fit you in, or for anything after 6pm. Weekday emergency rates are £160 for the first hour plus £120 per hour after that. Weekend emergency rates are £300 inclusive of the first hour, then £150 per hour after that.
What counts as an emergency?
Anything genuinely urgent and unsafe to leave — a significant leak, no heating in freezing conditions, an electrical fault that's a safety risk. If you're not sure, call us and we'll advise honestly whether it needs an emergency response or can wait for a standard booking.
Installations
How far in advance do I need to book an installation?
A minimum of 7–10 days, though this can be longer depending on current demand and whether any equipment needs to be specially ordered in.
Do I need a survey before a fixed quote?
Yes, for most installations — it's how we get you an accurate, fixed, itemised quote rather than a rough estimate that changes once work starts.