Emergency Plumbing FAQs in Southern Sydney
Choosing a plumber during an emergency is stressful, especially when time matters and you're comparing providers. The questions below reflect what Southern Sydney residents ask before booking. If your situation isn't covered here, call us on 1800 349 338, our phone line is always open and we can discuss your specific issue.
How quickly can you reach Southern Sydney for an emergency?
We dispatch from our West Sydney hub, which covers Southern Sydney within typical Sydney response windows. Urgent jobs are sent out first. Arrival timing depends on current bookings, traffic, and the location of the nearest available plumber. An ETA is provided when you book and updated if conditions change. Same-day service is available for all emergency enquiries when you call early in the day.
Do you provide a quote before starting emergency work?
The first visit includes diagnosing the fault and confirming what's needed to fix it. You receive a fixed-price quote before work starts, based on confirmed scope. If the issue requires further investigation (for example, a hidden leak behind walls), we explain the diagnostic process and quote for that first. You decide whether to proceed once the price and scope are clear.
What does your insurance actually cover?
We carry Public Liability and Workers Compensation insurance. Public Liability protects you if accidental property damage occurs while we're working (for example, a cracked tile or marked paintwork). Workers Compensation covers workplace injury-related risks during the job. Both policies are current and maintained as required by NSW licensing standards. This protection is only available when hiring a licensed, insured plumber.
Is there a call-out fee for emergency plumbing in the 2000 postcode?
Call-out fee policies vary by suburb and urgency. For many service areas across Sydney, there is no call-out fee, but this should be confirmed when booking. If a call-out fee applies, it is disclosed upfront during the booking call. Once the plumber assesses your situation onsite, you receive a fixed quote for the work. You're not obligated to proceed, but the call-out fee covers the diagnostic visit.
Can you fix a broken pipe in a high-rise apartment or strata building?
We work in strata and high-rise environments regularly, and understand the coordination required for basement access, parking permits, and common property boundaries. If the burst is in a lot-owned section (for example, inside your unit), we proceed with your approval. If it involves common property (for example, a riser pipe in the wall cavity), we liaise with the strata manager and explain responsibility boundaries before quoting.
What's involved in clearing a drain blockage during an emergency callout?
Drain clearing starts with locating the blockage using a high-definition CCTV camera, which shows us the type of restriction (roots, grease, foreign object) and its depth. We then clear it using high-pressure water jetting or mechanical tools depending on the obstruction. If the camera reveals structural damage (cracked pipes, collapsed sections), we explain the options and quote for repair or relining once flow is restored.
How do you handle gas leaks safely?
If you smell gas, avoid igniting flames or electrical switches and ventilate the area. When our properly licensed gasfitter arrives, we use combustible gas detectors to locate the leak source, isolate the gas supply, and repair or replace the faulty component. All gas work is pressure-tested to Australian Standards (AS/NZS 5601.1) before reconnection. A compliance certificate is issued where required by local authority.
Do I need to be home when the plumber arrives?
For apartments or units with secure entry, we need access instructions and someone onsite to let us in and show us the affected area. For standalone homes, you can arrange alternative access (for example, a key left with a neighbour or property manager), but we still need verbal approval before starting work. If you're coordinating access remotely, confirm this when booking so we arrive prepared.
What payment methods do you accept for emergency work?
We accept all major credit cards including Visa and Mastercard. Payment is due once the work is completed, tested, and verified. You receive a detailed invoice suitable for landlords, agents, strata records, or business accounts. If the job involves insurance claims or strata reimbursement, we provide documentation that shows scope of work, parts used, and compliance where relevant.
Does your warranty cover emergency repairs?
All workmanship is backed by our Lifetime Labour Warranty, which covers the quality of the work we complete. This applies to emergency repairs as well as scheduled installations. The warranty does not cover parts themselves (manufacturer warranties apply to hardware), nor does it cover damage caused by events outside our control (for example, tree roots re-entering a repaired pipe years later). If a repair fails due to workmanship, we return and fix it at no additional labour cost.
