Emergency Plumbing FAQ's in Cumberland
Emergency plumbing situations are stressful, and it's natural to have questions about what to expect, how quickly we can respond, and what the process involves. Below are answers to common questions from Cumberland residents. If your question isn't covered here, call us anytime on 1800 349 338.
How quickly can you respond to emergencies in Cumberland?
Urgent jobs are sent out first, with the nearest available technician allocated from local dispatch points. For Cumberland properties, our West Sydney hub typically allows for reliable response windows, though timing depends on current bookings and traffic conditions. You'll receive an ETA when booking, and we provide updates where possible.
What counts as a plumbing emergency?
A plumbing emergency is any situation requiring immediate action to prevent property damage, restore safety, or return essential services to normal function. This includes ruptured pipes actively flooding, gas leaks requiring isolation, blocked drains backing up into living areas, and hot water service failures leaving a household without heated water. If you're unsure whether your situation is urgent, a brief phone call can confirm whether immediate dispatch is needed.
Do you charge extra for after-hours callouts?
We're available 24/7 for genuine emergencies. Pricing depends on the time of day and the nature of the work. We provide a fixed-price quote before work starts, based on confirmed scope, so you'll know the full cost before proceeding. For Cumberland properties, confirm the call-out fee status and after-hours pricing when booking.
What should I do while waiting for the plumber to arrive?
For ruptured pipes, turn off the water at the main shut-off valve or the isolation valve closest to the burst. For gas leaks, turn off the gas at the meter if safe to do so, ventilate the area, and avoid using electrical switches or ignition sources. For blocked drains, stop using affected fixtures to prevent overflow. If you're unsure what to do, stay on the line when you call and we'll provide brief safety-first guidance.
How do you determine what needs to be fixed?
We start with a detailed onsite assessment using specialised testing tools (drain inspection cameras, electronic leak detection, combustible gas detectors, thermal imaging). We explain what we find, what's causing the fault, and what options are available to resolve it. You'll receive a fixed-price quote before any work starts, and you can decide whether to proceed once scope is confirmed on site.
What if the problem is more extensive than initially thought?
If inspection reveals structural damage, widespread corrosion, or faults outside the immediate emergency scope, we explain the findings and provide options for repair. Any additional work beyond the initial quote is explained and quoted separately before proceeding. You're not committed to additional work unless you approve the revised scope and pricing.
Are your technicians insured and licensed?
Yes. All attending technicians are licensed plumbers in NSW. We're correctly licensed (NSW 305428C) and insured with Public Liability (protection if accidental property damage occurs during work) and Workers Compensation (protection related to workplace injuries on the job). We can provide proof of insurance and licensing upon request.
Do you provide warranties on emergency repairs?
Yes. All workmanship is backed by our Lifetime Labour Warranty, which covers the quality and durability of the work we complete. This is separate from manufacturer warranties on parts and appliances, which are provided by the manufacturer and vary by product. We explain what each warranty covers in plain English before you commit.
Can you fix the problem on the first visit?
In most cases, yes. Our mobile workshops are fully stocked with premium parts and tools, allowing us to complete most emergency repairs on the first visit. If specialist parts are needed or the fault requires multi-trade work (e.g., waterproofing, tiling, electrical), we explain the lead time and arrange a return visit to complete the work.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard) and can provide tax invoices and receipts suitable for landlords, agents, and business records. Payment is due upon completion of the work, once you've confirmed the repair is satisfactory.