Frequently Asked Questions

Thirty-three years of repeat questions, gathered into one page. If yours isn't here, the office line is open Mon–Sat.

Do you really answer the phone at 3am?

Yes. There's always a duty engineer on call. If the office line rolls to voicemail it means we're already on a job — leave a number and we'll ring back within 15 minutes.
What's your emergency response time?

Inside Brighton/Hove the average is under 60 minutes. Further out (Lewes, Shoreham) it's 60–90 minutes depending on time of day.
How far in advance should I book a planned job?

Boiler servicing — 1 to 2 weeks. Bathroom refits — 4 to 6 weeks during summer, 2 to 3 weeks in winter. Emergency slots are kept open daily.

How do you price a job?

Fixed price, quoted before any work starts. We come out, look at the job, give you a number in writing, and stick to it.
If we open up a wall and find something genuinely unexpected, we stop, show you, and re-quote before continuing. No surprises on the invoice.
Are quotes free?

Yes. No charge to come out and quote, and no obligation to book.
Do you charge an emergency surcharge?

Out-of-hours callouts (after 6pm, weekends, bank holidays) carry a £75 callout fee on top of the quoted job price. We tell you on the phone before we set off.
Do you accept card payments?

Yes — chip and PIN on the van, plus bank transfer and cheque. We don't take cash for VAT-registered jobs.

Do you cover boilers under warranty?

Yes — we're registered installers for Worcester Bosch, Vaillant, and Ideal. Annual servicing keeps the manufacturer warranty valid for the full 7-10 years.
Will an annual service really save me money?

It catches small problems (sludged radiators, low pressure, sticky valves) before they turn into £500 breakdowns, and it keeps your warranty valid. We've never had a customer regret one.
Can I keep my old boiler running?

Usually yes, up to 15–20 years if it's been serviced. Past that, parts get rare and efficiency drops below the cost of a new install. We'll tell you honestly when it's time.

What areas do you cover?

Brighton, Hove, Portslade, Shoreham, Lewes, and the surrounding villages. For emergencies we'll travel further; for planned work we usually keep it within 10 miles of the office.
Do you work on commercial properties?

Small commercial — corner shops, cafes, salons, small offices. Anything industrial we hand off to specialists we trust.

Question Not Answered?

Pop us a message. The office is happy to talk through anything before you commit to a quote.