Things go wrong on Saturday nights and Christmas Eve. Boilers die, pipes burst, hot water stops in a house with three kids. Our emergency line is staffed 24 hours a day, 365 days a year — no answering service, just an engineer or someone who knows where the engineers are.
The £150 callout fee covers attendance and the first hour of work. Most emergencies (resetting a boiler, isolating a leak, finding a fault) are resolved within that hour. Anything beyond is quoted at our standard rates before we proceed.
If you smell gas, do not call us first. Leave the property immediately and call the National Gas Emergency Service on 0800 111 999. That's the law and it's free.
How it works
Common questions
What does the £150 actually cover?
Attendance + the first hour on site. That's enough for most emergencies (resets, leak isolation, diagnosis). If parts or extra labour are needed, we quote in writing before doing it.
Is the callout fee included if I go ahead with the repair?
No, but it covers the time we spent diagnosing. Standard hourly rate applies after the first hour. We'll always quote the total cost before continuing.
How fast can you come?
Within central London/M25, usually 1-2 hours. Further out, 2-4 hours. Bank holidays and Christmas can be longer — we're honest about it.
Should I call you for a gas leak?
No, call 0800 111 999 (National Gas Emergency Service) first. They'll make it safe at no charge. Once they've isolated the gas, call us to fix the underlying cause.
What if it turns out to be nothing?
We charge the £150 for the visit regardless — it covers our time getting to you and confirming the property is safe. If it was genuinely a non-issue, we'll often credit it against a future booking.