Frequently Asked Questions (FAQ)
Important Note on Repairs & Visits – Can you guarantee a first time fix?
Unless we have confirmed a fixed cost for a specific service visit, we cannot guarantee that an issue will be fully resolved on the first visit — or predict the exact time or cost involved.
This is because many factors can affect a job, such as:
· The root cause of the issue
· Accessibility
· Time required
· Parts availability
· Schedule constraints
Our promise to you:
· We will always explain how we work clearly
· We can agree on a pre-authorised amount in advance to avoid delays if requested
· We’ll always aim to offer the most cost-effective solution, including whether a repair is worthwhile compared to replacement
Sometimes, further visits or quotes may be needed if the issue cannot be resolved in one go. The nature of our industry means unforeseen circumstances can arise once works begin — our process is designed to keep things fair and transparent for you.
You can read more in our T&C’s
Do You Provide a Warranty?
Yes read in our T&C’s what we cover and how in “Our Guarantee” section and our “Workmanship Warranty”
Do You Charge for Parking?
Yes due to varying costs across London and unpredictability we charge parking at the rate we pay if needed. Therefore unless you advise of a permit at the point of booking this cost will be added on our invoice.
Do You Charge for Travel?
No we do not charge for Travel unless in exceptional circumstances and pre agreed. I.e we have a client we have worked with before who requests our attendance to a property out of our standard coverage area. Then we may advise there is a travel cost if they wish to accept as its not viable for us otherwise.
Do You Supply Parts & Materials?
Yes, we do. Our engineers carry common parts in their van stock, but due to the wide range of jobs and thousands of different manufacturers and parts, we may not always have the exact item needed on hand.
If a specific part is required:
· We’ll always discuss it with you first
· If it’s in stock locally and time allows, we may collect it the same day
· The time spent collecting parts is included in the overall job time
If the part isn’t available locally or traffic makes it inefficient to collect, we may suggest a return visit. In these cases, you’ll only be charged our standard parts handling fee (typically 20–40%, depending on the type of part).
This approach helps keep things cost-effective, fair, and fully transparent. We are also always happy to fit customer supplied parts.
Are Your Engineers DBS checked and Vetted?
Yes – all of our engineers are DBS checked and vetted for references and skill set. Majority of our engineers work for us full time – unless for adhoc specialist services or increased demand in certain areas.
Do You Hold Public Liability Insurance?
Yes – we hold public liability insurance of 5 million and proffesional indemnity insurance of 2 million
Availability & Booking Info
Our availability depends on whether your job is reactive or planned, and the scale of the works. We are flexible with urgent jobs and always ensure we don’t start something we can’t finish.
· Standard Hours: Mon–Fri | 8 AM–5 PM
· Saturday Appointments: 8 AM–4 PM (small additional charge)
· Out-of-Hours: Available by request (POA)
Urgent or time-sensitive enquiry?
Call us directly on 0208 640 7907 for the most up-to-date availability.
Please note: Bookings are only confirmed once we’ve sent you a confirmation email and secured the appointment with a payment method.
We typically work with a minimum 4-hour arrival window for reactive/smaller jobs to allow for mobile delays (traffic, job overrun, etc.). You’ll receive an SMS when the engineer is en route, and you can always call for a live ETA.
