Plumbing Questions for Sydney Metro Customers
These answers are based on common questions from customers across Sydney's metro regions. If your question isn't covered here, or you're located outside our standard service area and want to check availability, call us on 1800 349 338 and we'll clarify what's possible for your specific situation.
Do you provide quotes over the phone or do you need to visit the property first?
Most plumbing faults require onsite inspection to confirm the scope accurately. We can provide rough indicative costs over the phone for straightforward jobs if you describe the issue clearly, but a fixed-price quote is always provided after the technician inspects the affected area, tests the system, and confirms what's needed to resolve the fault. This avoids quoting blind and ensures the price covers the actual work required.
What does your fixed pricing include and are there any hidden costs?
Our fixed price quote includes labour, materials, testing, and site cleanup for the agreed scope of work. The price quoted is the price you pay, with no hourly charges or hidden extras added at the end. If additional faults are discovered during the job, we explain what's been found and provide a separate quote for that work. We don't proceed with unquoted work without your approval.
How quickly can you attend for emergency plumbing across Sydney?
Emergency jobs are dispatched immediately, with the nearest available technician allocated from our hubs in West Sydney, Dolans Bay, and Ruse. Typical response times depend on current demand, traffic conditions, and your location within the metro area, but we provide an ETA when you book and update you if timing changes. For non-emergency work, we schedule within a booking window that suits your access needs.
Do you charge a call-out fee and is it waived if I proceed with the work?
Call-out fee policies vary by service area. When you book, confirm whether a call-out fee applies and whether it's offset against the final job cost if you proceed with the quoted work. We're upfront about this during the initial call so there are no surprises when the plumber arrives.
What does your Lifetime Labour Warranty actually cover?
Our Lifetime Labour Warranty covers the workmanship of the installation or repair for as long as you own the property. If the work we performed fails due to a fault in how it was done, we return and fix it at no additional cost. The warranty doesn't cover wear and tear on parts, damage caused by misuse, or faults unrelated to the original work. Manufacturer warranties on parts and appliances apply separately and vary by product.
Are your plumbers licensed and insured, and why does that matter?
All our attending technicians hold current NSW plumbing licences (Licence 305428C). We carry full Public Liability insurance, which protects you if accidental property damage occurs during the job, and Workers Compensation insurance, which covers workplace injuries. Unlicensed plumbing work can void your home insurance, fail council inspections, and create safety risks, which is why proper licensing and insurance are non-negotiable.
How do I know what's causing my blocked drain before calling a plumber?
You don't need to diagnose the fault yourself. If water is draining slowly, backing up, or overflowing, that's enough to justify booking a plumber. We use CCTV check equipment during the inspection to locate the blockage, identify what's causing it, and confirm the best clearing method. Attempting DIY fixes like chemical drain cleaners can worsen the blockage or damage pipes, particularly in older terracotta or clay systems.
What should I do immediately if I have a ruptured pipe or active water leak?
Isolate the water supply at the mains to stop further flow, move any valuables or electronics away from the affected area, and call a properly licensed NSW plumber immediately. If you're unsure where the mains shutoff is, we can guide you by phone. Don't attempt to repair the pipe yourself, as this can worsen the damage or create additional leaks. Our emergency line is available 24/7 for urgent situations like this.
Can you provide documentation for insurance claims or strata records?
Yes. We provide itemised invoices, photos of findings, and documentation of work completed, which are suitable for insurance claims, strata body corporate records, or property management requirements. If council compliance certification is required for specific work such as gas fitting or backflow device installation, we arrange that as part of the job.
What payment methods do you accept and when is payment due?
We accept all major credit cards including Visa and Mastercard. Payment is due on completion of the work once you've confirmed the fault is resolved and the site is cleaned up. For larger commercial jobs or staged projects, we can arrange progress payments as agreed in the quote. Mention the code "web55" when booking to receive $55 off qualifying jobs.