FREQUENTLY ASKED QUESTIONS
Everything You Need to Know
IS IT REALLY JUST £25 FOR HALF AN HOUR?
Yes, whether your problem is explored in five minutes or thirty, this is a great way to save you time and money. A traditional call-out can cost anywhere up to over £120 an hour; we save you money and help you to truly understand the issue before making a decision.
WHAT HAPPENS IF MY PROBLEM ISN'T FIXED?
Plumber at Hand is an advisory service. All work is undertaken at your own risk. If the issue is not resolved there is no obligation on the plumber to attend.
WHAT EXPERIENCE DO THE PLUMBERS HAVE?
Every plumber and heating engineer is rigorously checked prior to registry to ensure you receive the best advice possible. They must be Gas Safe registered for at least five years and have a number of referrals we cross-check.
WHO IS LIABLE FOR THE WORK UNDERTAKEN?
Unless the plumber or engineer attends the location and attempts to fix the issue physically, the customer takes responsibility for any work undertaken. The video call is a chance to gain expert advice.
WHAT IF I CAN'T ATTEND THE CALL?
If you are unable to take the video call, simply cancel the booking at least ten minutes prior to the appointment to gain a full refund.
WHAT IF I MISS MY CALL?
WHAT IF I NEED HELP NOW?
WHO IS RESPONSIBLE FOR VAT?
Your plumber will contact you at least twice within the hour. Unless you have contacted the plumber prior to the appointment, it will be at their discretion as to whether a new time is found.
Whilst the huge choice of plumbers and engineers makes it highly likely your call can be dealt with swiftly, our plumbers are encouraged to contact prior to the appointment time if they are available. You should also ensure your job description highlights your urgency.
Organising any deductions based on income generated through Plumber at Hand is the responsibility of the tradesman
WHEN ARE YOU AVAILABLE?
Most of our plumbers and heating engineers are available 24/7 to help you with any emergency or query you might have.
ARE THEY RELIABLE?
All of our specialist adhere to our code of conduct and work to the highest professional standard.
ARE THEY VETTED?
Registration requires all plumbers and heating engineers to not only prove they have at least five years of experience, but they must also provide proof of qualifications and at least two references before being allowed to offer their services.