Scheduling and Service Hours

We are open Monday to Friday, 8:00 AM to 4:00 PM. We are closed on weekends.

We schedule in arrival windows, not “sometime Tuesday.” When you book, you are given a window, and if we are running behind you get a phone call before the window ends rather than after it.

Urgent problems get the first available slots the next business day. If you call us on a Thursday afternoon with no hot water, you are on the Friday morning list, not queued behind routine work booked three weeks ago.

We do not take emergency calls at night or on weekends. Here is why.

Most companies in our trade advertise 24-hour service. We do not, and we would rather tell you that on our website than at ten o’clock on a Saturday night.

The people who work here have families. When they finish on Friday afternoon, they get two days that belong to them: no on-call phone, no rota, no waiting to see whether the evening gets interrupted. That is a deliberate decision about the kind of company this is, and we are not going to quietly walk it back the first time it costs us a job.

What we will not do is take your money for a promise we do not intend to keep. Plenty of places will book an after-hours call and then not turn up until morning anyway. We would rather you knew where you stood.

If you need someone at two in the morning, we are not that company, and we will tell you so plainly rather than leaving you waiting on a callback that is not coming.

What to do if something goes wrong outside our hours

A few minutes of preparation now saves a great deal of damage later. Two things are worth knowing before you ever need them.

Find your water shut-off valves. There is a main shut-off where the water enters the house, and usually a smaller valve under each sink and behind each toilet. Turning the water off is the single most effective thing you can do to stop a leak becoming a repair bill. Learn where they are on a quiet afternoon, not while standing in water.

Know where your electrical panel is and which breaker feeds what.

If something happens outside our hours: shut off the water or the breaker, deal with what has already spilled, and call us when we open. You will be at the front of the list. For a genuine emergency that cannot wait until morning (gas, sewage, or active flooding you cannot stop) call a 24-hour service or the utility, and call us afterwards to put it right properly.

If you would rather not have this conversation at all

The best time to fix a water heater is before it fails. Most of what becomes a weekend emergency was visible weeks earlier to somebody who was looking.

If you have an ageing water heater, a drain that backs up more often than it used to, or a fixture that has been dripping for months, book it now, during the week, at a normal rate. It costs less and it happens on your schedule.