Answers to the questions our Newcastle customers ask most often. Cannot find what you need? Ring us on 07960 485 880.
Emergency Plumbing
How quickly can you respond to a plumbing emergency in Newcastle?
We aim to reach you within 60 minutes in central Newcastle. Outer areas of Tyne and Wear may be slightly longer at peak times. Our emergency line is answered by a real person 24 hours a day, 365 days a year — including Christmas Day and all bank holidays.
How do I turn off my water in an emergency?
Your main internal stopcock is usually under the kitchen sink or where the supply pipe enters the property. Turn it clockwise until it stops. There is also an external stop tap under a small metal cover in the pavement outside your property. Once isolated, open taps to drain the system, then call 07960 485 880.
Do you charge more for out-of-hours call-outs?
Out-of-hours rates apply between 6pm and 8am weekdays and all day weekends and bank holidays. We always confirm the rate before dispatching and quote the work before it begins. We never exploit emergency situations.
Boiler and Heating
My boiler pressure keeps dropping. What is causing this?
The most common causes are a small leak on the system, a failing automatic air vent releasing water, a faulty expansion vessel, or a pressure relief valve discharging to drain. If your pressure keeps dropping after re-pressurising, call us to locate and fix the underlying cause.
Why are some of my radiators cold?
Cold at the top usually means trapped air — bleed the radiator with a bleed key. Cold throughout may indicate a closed TRV, faulty zone valve, or magnetite sludge build-up. Multiple cold radiators often benefit from a power flush to restore full circulation.
How often should my boiler be serviced?
Annually. This is a requirement of most manufacturer warranties and many household insurance policies. Annual servicing catches small faults early and ensures safe, efficient operation throughout the year.
General Questions
Are you Gas Safe registered?
Yes — all our engineers hold current Gas Safe registration, verifiable at gassaferegister.co.uk. This is the legal requirement for gas work in the UK. Never allow unregistered engineers to work on your gas appliances.
Do you guarantee your work?
Yes. All workmanship is guaranteed for 12 months. Parts are covered by the manufacturer's warranty. If anything we have installed or repaired develops a fault in the guarantee period, we return and fix it at no charge.
What areas of Newcastle do you cover?
All Newcastle upon Tyne postcodes (NE1 to NE7, NE12, NE13, NE15) and surrounding areas including Gateshead, North and South Tyneside, Ponteland, Cramlington, Prudhoe, Blaydon, and Birtley. Call us to confirm your area.
Do you provide written quotes before starting work?
Always. We never begin work without your agreement to the price. Simple jobs can often be quoted by phone; complex work gets a no-obligation survey first. No hidden charges — the price you agree is the price you pay.
Can you issue a landlord Gas Safety Certificate?
Yes — we issue Gas Safety Records (CP12) that must be renewed annually. We offer portfolio maintenance agreements for Newcastle landlords managing multiple properties. Contact us to discuss a tailored plan.
How can I prevent my pipes from freezing in winter?
Insulate exposed pipes in lofts, garages, and external walls. Set heating to a frost-protection temperature if going away. Drain and isolate outdoor taps. Insulate the condensate pipe on condensing boilers — this is the most common cause of boiler lockout in freezing weather in Newcastle.
Can I pour cooking fat down the kitchen sink?
No — fat solidifies as it cools in the pipe and causes serious blockages. Pour cooled fat into a sealed container and bin it. Running hot water while pouring fat does not prevent solidification further down the drain where the water cools.