When Should You Call For Emergency Service?
We charge our emergency call-out rate (£60) for genuine urgent situations that can't wait until normal business hours. Here's what constitutes a real emergency:
Burst Pipes With Active Water Flow
If water is actively pouring or gushing from a pipe, this is a true emergency. Every minute counts when water is flooding your property. Turn off your main stopcock if you can find it, then call us immediately. We'll talk you through damage limitation while we're driving to you. A burst pipe can cause thousands of pounds of damage in under an hour, destroying floors, ceilings, electrics, and belongings. Don't wait – call now.
Complete Loss Of Water Supply
No running water means no flushing toilets, no washing, no drinking water, no cooking. If your entire property has lost water supply and it's not a wider area issue, you need emergency help. This could indicate a serious problem with your main supply pipe, stopcock failure, or internal plumbing catastrophe. We'll diagnose the issue and restore your water supply as quickly as possible.
Sewage Backing Up Into Your Home
Sewage backup is both a health hazard and deeply unpleasant. If waste water is coming back up through toilets, sinks, or drains, or if you can smell sewage inside your property, this requires immediate professional attention. Don't try to fix this yourself with shop-bought chemicals – you risk making it worse. We carry professional drain clearing equipment and can resolve most sewage blockages on the first visit.
Serious Leaks Near Electrics
Water and electricity are a dangerous combination. If water is leaking near your consumer unit, light fittings, sockets, or any electrical installation, switch off the electricity at the mains and call us for emergency assistance. We'll make the situation safe before addressing the plumbing fault. Never try to fix electrical issues while water is present.
No Heating In Winter (Vulnerable People)
If you have young children, elderly family members, or anyone with health vulnerabilities, and your heating has completely failed in cold weather, this is an emergency. While we can't fix every heating problem immediately (some require parts we'll need to order), we can often get at least partial heating working, or arrange temporary heating solutions to keep vulnerable people safe and warm.
Our Emergency Response Process
Here's exactly what happens from the moment you call:
When you ring 01225 583582, you speak directly to an experienced plumber. Not a receptionist, not an answering service, not a call centre operator reading from a script. You talk to someone who understands plumbing and can give you immediate, practical advice.
We'll ask you specific questions about what's happening and talk you through immediate steps to minimize damage. This might include turning off stopcocks, isolating sections of pipework, moving furniture away from water, or switching off electrics. Every piece of practical advice we give you could save hundreds of pounds in damage costs.
For genuine emergencies in Trowbridge and immediate surrounding areas, we aim to reach you within 60 minutes, often much faster. For areas slightly further out (Bath, Frome, Warminster), response times are typically 60-90 minutes. We'll give you an honest ETA when you call – we never promise arrival times we can't meet.
When we arrive, we'll assess the situation thoroughly and give you a clear, upfront price for the work before we start. The emergency call-out charge (£60) covers the first hour of labour including diagnosis. Any additional work beyond that first hour will be quoted clearly. No hidden charges, no surprise bills in the morning.
We'll complete the repair using parts from our fully stocked van (we carry a comprehensive range to handle most common emergencies). Once fixed, we test everything thoroughly to ensure the problem is completely resolved. We'll also clean up after ourselves – you're dealing with enough stress without having to mop up after the plumber.
What Our Emergency Call-Out Service Covers
We handle all types of urgent plumbing situations:
- Burst pipes and major water leaks
- Blocked toilets that won't flush
- Blocked drains with sewage backup
- No running water (supply failures)
- Overflowing toilets or cisterns
- Severe tap or pipe leaks
- Failed stopcocks (can't turn water off)
- Major leaks from tanks or cylinders
- Broken outside taps flooding gardens
- Frozen and burst pipes
- Leaks through ceilings
- Water heater failures (no hot water in winter)
- Leaking radiators and valves
- Broken waste pipes
Emergency Pricing - Clear And Upfront
We believe in honest pricing, even for emergency work. Here's our structure:
Emergency Call-Out Charge: £60
This covers the first hour of labour, including travel time, assessment, diagnosis, and up to one hour of actual work. If we can fix your problem within that first hour (and we often can), that's all you pay. This applies to any time – 2am costs the same as 2pm. We don't have surge pricing for unsociable hours.
Additional Labour: £40 Per Hour
If your repair takes longer than the first hour, additional labour is charged at £40 per hour. We'll tell you if we expect the job to exceed one hour before we proceed, and we'll keep you updated as we work.
Parts And Materials
Any parts or materials needed are charged at cost plus a small markup. We carry most common parts in our van. For standard repairs (replacing valves, washers, sections of pipe, etc.), parts typically cost £10-50. For larger items like taps, toilet mechanisms, or radiator valves, we'll quote the specific cost.
Payment Methods
We accept cash, card (we carry a card reader), and bank transfer. Payment is due on completion of the work. We'll give you a written invoice showing exactly what we've done and what you're paying for.
What To Do While You're Waiting For Us
After you've called us, here are practical steps you can take to minimize damage:
For Active Water Leaks:
- Turn off the main stopcock (usually under kitchen sink or where water enters property)
- Turn off your water heater and immersion heater
- Open all taps to drain water from the system
- Place buckets, bowls, or towels to catch dripping water
- Move furniture, electronics, and valuables away from water
- Switch off electricity at the mains if water is near electrics
- Take photos for insurance purposes if needed
For Blocked Drains:
- Stop using ALL water outlets immediately (sinks, toilets, showers, washing machine)
- Don't pour more water down drains trying to "flush it through"
- Don't use chemical drain cleaners before we arrive (they rarely work and can make our job harder)
- Keep children and pets away from backed-up water
- Open windows if there's a sewage smell
For No Water Supply:
- Check if neighbours have water (helps us diagnose if it's your property or wider supply issue)
- Check your main stopcock is fully open (turn it clockwise to close, anti-clockwise to open)
- Check if your water supplier has reported any issues in your area
- Look for any obvious external damage to supply pipes
Coverage Area For Emergency Call-Outs
We provide 24/7 emergency coverage across the following areas:
- Trowbridge - 30-45 minute response time
- Bradford on Avon - 40-60 minute response time
- Melksham - 35-50 minute response time
- Westbury - 30-45 minute response time
- Warminster - 50-70 minute response time
- Frome - 60-80 minute response time
- Bath - 50-70 minute response time
- Surrounding villages - Response times vary, call for estimate
Why Choose Us For Emergency Call-Outs?
- We actually answer the phone - no voicemail, no call-back systems
- We come out immediately - not "next available slot"
- 30 years local experience - we know Trowbridge properties
- Fully stocked vans - we can fix most problems first visit
- Honest, upfront pricing - no taking advantage of emergencies
- All work guaranteed - we stand behind emergency repairs
- Professional and courteous - respectful in your home at any hour
Preventing Future Emergencies
While we're always here for genuine emergencies, many can be prevented with a bit of awareness:
- Know where your stopcock is and check it works once a year
- Insulate pipes in cold areas (lofts, garages, outside walls)
- Never pour fats or oils down drains (they solidify and cause blockages)
- Only flush toilet paper (not wipes, even "flushable" ones)
- Fix small leaks promptly before they become big ones
- Service your heating system annually
- Replace washing machine hoses every 5 years
- Know the warning signs: slow drains, unusual noises, low pressure