01Tell us what has happened
Tell us your property type and what's happened. A burst pipe, an electrical fault, a roof leak — the more detail you give, the faster we can send the right engineer.
Mention any active water damage, access restrictions, or if multiple properties are affected. If you're in a managed apartment, let us know so we can coordinate with building management. The call usually takes a few minutes.
What to have ready: Your address, a clear description of the issue, information about any ongoing danger (active leaks, exposed electrics), and details about building access or managing agents if applicable.
02Confirm the visit
Once we know what you need, we'll confirm availability and a realistic arrival time. Response times vary by job type, current demand and access requirements.
We confirm the callout charge, any assessment fee and out-of-hours costs before the engineer leaves. There are no hidden extras. You'll also confirm who can provide access and who can authorise the work if needed.
Key details: Confirm preferred time windows, discuss access arrangements (keys, doorbells, parking), and agree on all charges before the engineer arrives at your door.
03Assess and agree the work
The engineer assesses the problem and explains what can be made safe immediately and what needs a full repair.
Before we start any work beyond the initial assessment, we agree the scope and confirm the price. You decide whether to go ahead before we begin.
Emergency stabilization: For urgent problems like active leaks or electrical hazards, we'll take immediate steps to prevent further damage. Permanent repairs and follow-on work are then planned and agreed separately.
04Plan any follow-on repairs
Once the urgent issue is dealt with, we discuss the next steps. If there's water damage, we plan drying and repairs. If it's structural, we agree what needs fixing. If it's electrical or plumbing, we confirm the permanent repair scope.
We provide invoices and records for insurance, plus details of any guarantees. If more work is needed, we quote separately so you can plan the cost.
After completion: We'll leave your property clean, provide documentation for insurance purposes, and remain available for any questions about the work or aftercare.
Repairs for homes and managed buildings
The property type affects the logistics, not the underlying process. A terraced house, a converted flat and a managed apartment all need the same basic steps, but the access rules and approvals are different.
Single homes and owned properties
For properties you own directly, access and authorisation are straightforward. You control the keys, you approve the work, and you deal with your insurer or contractors afterwards. We can usually start quickly once the details are confirmed.
Rented properties and tenancies
If you're renting, your landlord or letting agent needs to be involved for major repairs. We can deal with them directly to speed things up. Have their contact details ready.
Managed apartments and leasehold buildings
In managed buildings, we confirm whether the issue is the leaseholder's responsibility before quoting. Have concierge or building management details ready so we can arrange access and approvals. For common-area problems, we coordinate with the building management.
Costs, documentation and guarantees
We explain what you're paying for before work starts, provide records for insurance, and stand behind the repair with a written guarantee.
Understanding the bill
A repair bill usually has three parts: the callout charge for attendance and assessment, the assessment fee if a detailed inspection is needed, and the repair work itself, quoted before we start. Out-of-hours and weekend rates apply at certain times and are confirmed on the phone.
Insurance paperwork
We issue detailed invoices and work records that you can submit to your buildings, contents or landlord insurance. For water damage, we can provide progress photos and drying reports if your claim needs them.
Guarantees
Workmanship is covered by a 12-month guarantee. Materials carry manufacturer warranties where applicable. We explain what's covered and for how long before you agree to the work.
If something changes after we leave
Get in touch if the repair doesn't hold or a related issue appears later. We stand behind our work. For follow-on jobs like drying or redecoration, we quote separately so there are no surprise bills.