The quickest route to a plumber is a phone call, and the number is the same at midnight as at midday. This page covers how to reach us, what to do while you wait and what happens next.
Ring, Message or Send the Form
For anything urgent, ring 07782 232151. A real person answers 24 hours a day, every day of the year, including Christmas Day. For anything that can wait until the morning or the weekend, use the form on this page with your address, a few lines about the problem and the best time to call.
Our base is 70 Hazlewell Rd, London SW15 6UR, in West Putney, but nobody turns up at that address. It is the postal address of the line, and the partner companies we match travel to you.
Stop the Water Before You Dial
Most of the damage from a burst pipe happens in the first ten minutes. In a Victorian terrace around Hazlewell Road, the main stopcock is normally under the kitchen sink or in the hallway cupboard. Turn it clockwise until it stops. Then:
- switch off the immersion heater and the boiler,
- open the cold taps to empty the pipes,
- keep electrical items and sockets away from the water,
- photograph the damage for your records.
In a flat in a conversion, the stopcock may be shared. Ring us anyway, and we will talk through isolating the supply.
A Boiler That Has Stopped
Check whether the pressure gauge has dropped to zero, whether the programmer and room thermostat are calling for heat and whether a fault code is showing. Write the code down. Do not take the casing off. Hard water in Putney means scale is a frequent culprit, and a boiler repair partner will want to know the age of the boiler too.
If You Smell Gas
Leave the property, open doors on the way out and ring the National Gas Emergency number, 0800 111 999. Do not ring us first.
From Call to Written Quote
You tell us the problem, we find the partner company that can reach you soonest and suits the fault, and we ring back to confirm. We text you the company's name. The partner diagnoses the problem and sets out parts, labour and any call-out charge in writing before it starts. You agree it, the work is done and the partner invoices you directly. If something goes wrong afterwards, you ring us. Details are on the how we work page, and the emergency plumbing page covers the most common first calls.
Where Our Callers Are
Calls come from across the SW15 postcode and its neighbours: the conservation-area streets of West Putney, the estates and mansions of Roehampton, the low-lying streets of Barnes, and Putney Heath and East Sheen. If you are unsure whether your address is covered, ring and ask. You will get a straight answer.
Straight Answers
Should I ring or use the form?
Ring 07782 232151 whenever water is escaping, the heating is out or a drain is backing up. A phone call lets us ask questions and start looking for a partner company straight away, while a form is best for planned work such as a new radiator or a shower repair that can wait. Both go to the same place, and both get an answer.
Who answers the phone at night?
A real person, not a menu. The line is open 24 hours a day on weekdays, weekends and bank holidays, and a 3am call is treated as seriously as a 3pm one. We will ask what is wrong, where you are and whether water or gas is involved. Then we look for a partner company and ring you back with who is coming.
What do I need to have ready when I ring?
Your address and postcode, a good number to call back on and a short description of what you can see or hear. For a boiler, the make, model and any error code on the display help a great deal. Photos of the leak or the fault are useful if you can send them. If you are in a flat, tell us which floor and whether the freeholder is involved.
How will I know who is coming to my door?
Once a partner company confirms the job, we text you its name and details before anyone arrives. That means you know exactly who to expect and can check the name against the text before letting anyone in. The partner is an independently owned local business, not our staff. If the name on the door does not match the text, ring us before you open up.
How much will it cost me?
We cannot quote on the phone, because nobody can price a fault they have not seen. Published London ranges put a weekday daytime emergency call-out at roughly £80 to £150, and out-of-hours work costs more. The partner company diagnoses the fault and gives a written quote before work starts. You agree it first, then pay the partner directly, as we handle no payment.
What if I smell gas?
Do not use light switches, do not use a naked flame and do not try to find the source. Open doors and windows, leave the property and ring the National Gas Emergency number, 0800 111 999, which is free and answered at all hours. Only after that should you ring us about the boiler or pipework. Gas leaks are never a job to leave for morning.
Can I book something that is not an emergency?
Yes, through the same number or the form. Radiator installations, shower repairs, toilet repairs and boiler replacements can all be planned, and a planned job usually costs less than an out-of-hours one. We find a partner company with space in its diary, you receive a written quote, and the visit is arranged for a day that suits you rather than the first available.
Do you cover my address?
We cover Putney, West Putney, Roehampton, Barnes, Putney Heath and East Sheen, across the SW15, SW13 and SW14 postcodes. Barnes and East Sheen are in Richmond upon Thames and the rest in Wandsworth, but the same number answers for both. If you are just outside, ring anyway. We will tell you honestly whether a partner company can reach you.
How do I complain if something goes wrong?
Raise it with the partner company first, because it did the work and is best placed to put it right. If you cannot agree, ring 07782 232151 and we will chase the partner on your behalf. Keep the written quote, any texts and photos of the problem. We cannot guarantee how every dispute ends, but we do stay on the line until you have been heard.
Can I choose which partner company comes?
Not usually. We match each job to the partner who is free soonest and suits the fault, which is the whole point of ringing one number. If you have a particular worry, such as a shared pipe in a conversion, a listed building or a pressurised cylinder, say so on the call and we will take it into account when matching.
