24 hours, every day
Ring now.
Then read on.
The emergency line goes straight to the on-call engineer. Two hours to CF82, CF83 and CF37 at any hour, usually under one. The call-out price is told to you on the phone before we leave.
Smell gas? Ring the National Gas Emergency Service first on 0800 111 999, free, 24 hours. They make the supply safe; we then make the repair. Do not switch anything on or off, do not light anything, open the windows and go outside.
What to do right now
While the engineer is on the way.
Smell gas?
Open windows and doors, do not switch anything electrical on or off, do not light anything, turn the gas off at the meter if you can, leave the building and ring the National Gas Emergency Service on 0800 111 999. Then ring us to make the repair.
Burst pipe or leak
Turn off the stopcock (usually under the kitchen sink or where the water enters the house), open the cold taps to drain the pipes, switch off the boiler, and move anything electrical away from the water. Then ring us.
No heating or hot water
Check the boiler pressure (it should be between 1 and 1.5 bar when cold), check the thermostat and the programmer, and try one reset. If it is still off, ring us: a cold house with children, elderly or unwell people in it counts as an emergency.
Carbon monoxide alarm
Get everyone out into fresh air, do not go back in, ring 999 if anyone is unwell, and ring the gas emergency number. We attend after the gas supplier has made it safe.
Honest about it
If it can wait, we will say so.
Not every call at 11pm is an emergency, and the out-of-hours price is £50 more than the morning one. When you ring, the engineer will ask a few questions and tell you straight whether it needs someone now or whether the house will be fine until eight. The choice is yours; the information is free.
- No heating with a baby, an elderly person or someone unwell in the house: we come now
- A drip into a bucket from a pipe you have isolated: the morning, at the morning price
- Boiler plan members: no call-out fee either way
Emergency questions
What counts as an emergency?
A gas smell (after you have rung the gas emergency number), a burst or leaking pipe you cannot stop, no heating or hot water in a house with children, elderly or unwell people, a carbon monoxide alarm, and water coming through a ceiling. If you are not sure, ring: Mandy or the on-call engineer will tell you honestly whether it can wait until the morning at the daytime price.
How quickly can you get here?
Within two hours in CF82, CF83 and CF37, usually under an hour, day or night. Further out we give you an honest time when you ring.
What does an emergency call-out cost?
£95 including the first hour during office hours, £145 including the first hour evenings, weekends and bank holidays. Parts and further labour are quoted on site before we carry on. Boiler plan members pay no call-out fee.
Will you turn the water or gas off for me?
Yes, and we will show you how for next time. If you are on the phone to us now and water is pouring, the stopcock is usually under the kitchen sink: turn it clockwise.
Routine job? Book online instead.
Services, certificates and non-urgent repairs can be booked for a day that suits you, at the office-hours price, without ringing anyone.