Frequently Asked Questions: Plumbing in Turrella
The questions below cover common concerns from Turrella residents and businesses. If your specific situation isn't addressed here, call us on 1800 349 338 for a direct answer based on what you're seeing and what needs to happen next.
Do you charge a call-out fee for Turrella jobs?
Call-out fee status varies by location and job type. Many service areas have no call-out fee, but it's best to confirm when booking based on your specific address and the nature of the work. If a call-out fee applies, it's disclosed upfront before we dispatch, and it typically covers the diagnostic visit and assessment, with any repairs quoted separately once scope is confirmed onsite onsite.
What does your fixed-price quote actually include?
Our fixed-price quote covers all labour, materials, and testing required to complete the job as described. The quote is provided after we've assessed the issue onsite and confirmed the scope, so you know exactly what you're paying before work starts. If diagnostics reveal additional issues beyond the initial scope, we explain the findings and provide a separate quote for that work, you're never committed to proceed without knowing the full cost.
How quickly can you get to Turrella for an emergency?
We dispatch emergency jobs immediately from the nearest available hub across Sydney. Arrival timing depends on current bookings, traffic conditions, and where the nearest technician is located when the call comes through, but you receive an ETA update when the plumber is allocated and again when they're on the way. Urgent jobs are prioritised ahead of scheduled work to minimize damage and safety risk.
What does your Lifetime Labour Warranty actually cover?
Our Lifetime Labour Warranty covers the workmanship on repairs and installations we complete. If a fault develops due to how we performed the work (incorrect installation, faulty repair technique, inadequate testing), we return to diagnose and rectify it at no charge for labour. The warranty doesn't cover wear and tear on parts over time, damage caused by external factors, or faults in components we didn't install, but those scenarios are explained if they arise.
What should I do immediately if a pipe bursts while waiting for you?
Isolate the water supply at the affected fixture if accessible, or turn off the main water supply at the meter if the leak can't be isolated locally. Move contents away from the water flow, place towels or buckets to catch water where possible, and take photos for insurance documentation. Don't attempt to repair the burst yourself, pressurised water systems require proper tools and sealing methods to ensure a watertight fix.
Can you work around my strata or rental access requirements?
Yes, we coordinate with strata managers, property managers, and tenants to arrange access that suits booking windows, entry procedures, and any site-specific requirements. Let us know when booking if access needs coordinating or if there are restrictions on timing, parking, or entry methods, and we'll schedule accordingly and confirm arrangements before arriving.
How do I know if a plumbing issue is urgent or can wait?
Genuine emergencies involve immediate safety risk (gas leaks, sewer overflows into occupied areas) or active property damage (broken pipes flooding, overflowing drains, major leaks). These need same-day or immediate dispatch. Issues causing inconvenience but not active damage (no hot water, slow draining sink, dripping tap) can usually be scheduled for the next available appointment without worsening. If you're unsure, describe what's happening when you call and we'll advise whether it needs urgent dispatch.
What information should I have ready when I call to book?
Have your property address ready (including unit number if applicable), a description of the issue (what's not working, what you're seeing or hearing, when it started), any relevant access information (strata, rental, restricted entry times), and your preferred contact method for updates. If it's an emergency, mention whether you've been able to isolate water or gas supply. This helps us allocate the right technician and arrive prepared with appropriate tools and parts.
Do your plumbers carry identification and insurance details?
Yes, all attending plumbers carry proper identification and can confirm their details before entering your property. We hold NSW Plumber, Drainer & Gasfitter Licence 305428C, and we carry current Public Liability insurance (covering accidental property damage during work) and Workers Compensation. Technicians arrive in uniform and can provide licence and insurance confirmation if requested.
What if the job turns out more complex than the initial quote?
If diagnostics reveal additional issues not visible during the initial assessment (concealed pipe damage, structural complications, access difficulties), we stop work, explain the findings, and provide a revised fixed quote covering the additional scope before proceeding. You're never committed to proceed with additional work without knowing the full cost, and we explain why the extra work is necessary and what happens if it's not addressed.