Plumbing guide

Understand the problem before you book a plumber

Each guide here is built around a single, specific plumbing problem: a boiler that keeps losing pressure, a toilet that will not stop running, a burst pipe, a stopcock that has seized. Pick the one that matches what is actually happening and you will get symptoms, urgency signals and prep steps specific to that fault, not a general plumbing overview.

A guide is not a replacement for someone looking at the problem in person. It is here to help you work out how urgent it is, what to check safely, and which service page to head to next once you know what you are dealing with.

Getting a price agreed

Whatever brought you to this page, the pricing process stays the same: we look at the job, agree a fixed figure with you, and only then start work. If the scope changes once we are on site, for example a straightforward repair turning out to need a part replaced, we stop and talk to you again before carrying on.

That agreed-price step matters most when the person approving the cost is not the person on site, which is exactly the situation most landlords, agents and business owners are in.

Before we arrive

If water is running, isolate it if you safely can, using the stopcock or nearest valve. Do not force anything that will not turn. Keep clear of any electrics near water, move belongings out of the way, and take a few photos once things are under control. If a drain is blocked, stop using the affected fixture rather than continuing to run water into it.

In flats and managed buildings, check whether building management controls any shared valves or riser access before we get there. If the property is rented, tell the landlord or agent early if their sign-off is needed before work can go ahead.

Recognising a genuine emergency

Treat it as urgent if water is actively escaping, a ceiling is dripping, electrics might be affected, a toilet cannot be used, a drain is backing up, a business cannot operate normally, or someone vulnerable has no hot water or heating. These situations need a same-day decision, because delay tends to make the damage or the disruption worse rather than better.

Contained issues can still go through the quote form rather than a phone call. If a leak has stopped, the water is isolated, or a fixture can simply be left unused for now, describe the problem and we will call you back to arrange a convenient time instead.

Describing the problem clearly

Be specific about the room, the fixture and when it started. Say whether it is under a sink, behind a toilet, near a radiator, below a bath, around a shower tray, inside a kitchen unit or outside near a drain. Mention whether it started suddenly, only happens when a fixture is in use, or has been getting worse over a few days.

If there is water, say whether it is dripping, running, pooling or just showing up as a damp patch. If there is a blockage, say whether it is one fixture or several running slowly at once. If it is a boiler pressure problem, say how often it drops and whether any radiator valves or nearby pipework look damp.

Staying safe until we arrive

Do not lift flooring, remove panels or force valves you are not sure about. Avoid using the affected fixture if we have advised against it. Keep clear of any water near sockets, switches or appliances, and mention that when you call. If a ceiling is leaking, a container underneath is fine if it is safe to place one, but stay well away from any plaster that looks like it is sagging.

In flats and managed buildings, tell a neighbour or the building manager if water might be travelling between properties; shared plumbing can make the source hard to pin down, and an early heads-up avoids access problems later. If you run a business, keep staff and customers clear of wet floors and let us know if trading is affected.

What a fair quote actually looks like

A fair quote states the job clearly, covers labour and any parts needed, and does not change once work has started unless the scope genuinely changes. It should not leave you guessing what is and is not included. If a job might need a follow-up visit, for example to let plaster dry before a wall is made good, we say so at the quote stage rather than after the invoice lands.

Not every job costs the same, because not every property is the same. A ground-floor flat with an easy-to-reach stopcock is a different job to a boxed-in pipe run behind a bath panel in a top-floor conversion. What stays consistent is the order things happen in: we look, we quote, you agree, then work starts.

Phone or quote form: which to use

Call 020 3907 3663 when the problem is active, spreading, or stopping you from using the property normally. Use the quote form when it is contained, when you would rather book a convenient time, or when a landlord, tenant or agent needs the details written down before approving the visit.

Either route gets you to the same place: we understand what is wrong, confirm when someone can come, and agree the price before work starts. Neither one commits you to anything until you have said yes to the quote.

Getting ready for the visit

Before the plumber arrives, clear access to the affected area if it is safe to do so: empty the cupboard under a sink, move boxes away from a boiler, or unlock a meter cupboard if that is where access is needed. Make sure someone can answer a call from an unknown number around the appointment time, in case the plumber needs to confirm anything on the way.

If the property is rented, tell the landlord or agent as early as possible so their approval does not hold up the visit once a slot is booked. If you are in a managed block, check whether the building manager needs to be involved for lift access, concierge sign-off, or a shared riser cupboard.

Common reasons people get in touch

Most calls start with something visible or inconvenient: a ceiling stain after a shower upstairs, a blocked kitchen sink, a toilet that keeps refilling, a tap that will not shut off, a wet patch near a pipe, a boiler pressure drop, or a drain smell that keeps coming back. The sooner the symptom is described clearly, the easier it is to work out whether it needs urgent attention or a planned visit.

Some faults are not dramatic at first. A small drip can damage cabinets, flooring and plaster if it is left. A slow drain can become a full blockage within days. A pressure drop can point to a leak nowhere near the boiler itself. A short call is usually enough to turn a vague worry into a clear next step.

Keeping the call short

You should not need to work through a long list of questions before speaking to someone. The basics get things moving: the type of problem, your name, phone number, postcode and a short explanation of what is happening. Anything more detailed can be sorted out once we are talking, rather than making you pick a technical term for a fault you have never had to name before.

Describing what you can actually see matters more than getting the terminology right. We would rather hear "water dripping from the light fitting below the bathroom" than have you guess at a diagnosis over the phone.

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