Question 1

What plumbing services do you provide?

Accepted Answer

Bathroom installations, kitchen plumbing, the wet side of central heating, hot water cylinders, leak detection and repair, drain unblocking and emergency call-outs. Homes only — we do not take on commercial premises, and we do not work on gas or oil boilers.

Question 2

Do you work on gas appliances and boilers?

Accepted Answer

No, we do not provide gas work or boiler services. We focus on water plumbing systems, bathroom installations, kitchen plumbing, heating system plumbing (radiators, pipes), and water heating solutions. For gas work, we can recommend qualified Gas Safe registered engineers.

Question 3

Do you provide emergency plumbing services?

Accepted Answer

Yes, we provide emergency plumbing services for urgent issues like burst pipes, major leaks, and severe blockages. Emergency services start from £285 + VAT with payment required before call-out. We respond as quickly as possible during reasonable hours to minimize damage and restore your plumbing.

Question 4

What areas do you cover?

Accepted Answer

We serve Andover, Marlborough and Hungerford, including Andover, Marlborough, Hungerford, Stockbridge, and surrounding villages. We also cover parts of Berkshire. Contact us to confirm coverage for your specific location.

Question 5

How much do your services cost?

Accepted Answer

We offer three pricing tiers to match your needs: Standard services (planned/routine work) start from £150 + VAT. Priority Same-Day appointments (before 7pm, limited slots) start from £195 + VAT — ideal for urgent issues that can wait a few hours. Emergency call-outs start from £285 + VAT with payment required before dispatch. All prices cover the first hour of work — all prices exclude VAT (20%).

Question 6

What should I expect to pay?

Accepted Answer

Standard services start from £150 + VAT, Priority Same-Day from £195 + VAT, and emergency call-outs from £285 + VAT. We provide detailed written quotes for all work that include labour, materials, and any additional costs. There's no obligation to proceed, and our quotes are valid for 30 days. For complex jobs, we may need to visit your property for an accurate assessment.

Question 7

What is Priority Same-Day service?

Accepted Answer

Priority Same-Day (before 7pm) is our middle tier at £195 + VAT for urgent issues that aren't true emergencies. It's designed for problems that need attention today but can wait until after our booked appointments (typically 5-7pm). This protects our scheduled diary while offering flexibility, and saves you money compared to emergency pricing when the situation isn't critical.

Question 8

Do you charge call-out fees?

Accepted Answer

For standard appointments (£150+) and Priority Same-Day (£195+), there's no separate call-out fee — the attendance fee covers the first hour of work. Emergency call-outs start from £285 + VAT with payment required before arrival to ensure commitment and reflect the true cost of interrupting scheduled work.

Question 9

What payment methods do you accept?

Accepted Answer

We accept cash, bank transfers, and card payments. For larger jobs, we can arrange payment plans or staged payments. Emergency services require payment before call-out. Final payment is due upon completion and your satisfaction with the work.

Question 10

How quickly can you attend?

Accepted Answer

For standard appointments, we typically arrange visits within 24-48 hours. Emergency calls starting from £285 + VAT are attended as quickly as possible during reasonable hours, usually within 2-4 hours depending on location and severity. We provide arrival time estimates and will call ahead to confirm.

Question 11

What happens during a service visit?

Accepted Answer

We'll arrive on time, assess the problem, explain the issue and solution options, provide a clear quote, and complete the work efficiently. We clean up afterward and test all work to ensure it's functioning properly. You'll receive a detailed invoice and warranty information.

Question 12

Do I need to be present during the work?

Accepted Answer

For most jobs, yes, someone over 18 should be present. However, for regular maintenance customers, we can arrange key-holding services. We'll always confirm access requirements when booking and can work around your schedule.

Question 13

What should I do before you arrive?

Accepted Answer

Clear access to the problem area, locate your stopcock if there's a leak, and have any relevant documentation ready (appliance manuals, previous invoices, etc.). For emergencies, turn off the water supply if safe to do so and move valuables away from affected areas.

Question 14

Do you guarantee your work?

Accepted Answer

Yes. All work carries a 12-month workmanship guarantee. Parts carry their own manufacturer warranty on top, typically one to ten years depending on the item. If you are not happy with something we did, tell us and we will come back and put it right at no extra cost.

Question 15

What if something goes wrong after you've left?

Accepted Answer

Contact us immediately on 01264 502027. For warranty issues, we'll return free of charge to assess and resolve the problem. We provide priority support for urgent warranty-related issues during reasonable hours and aim to respond as quickly as possible.

Question 16

Are you insured?

Accepted Answer

Yes, we carry £2 million public liability insurance and professional indemnity insurance. We're also members of professional trade bodies. Insurance certificates are available on request, and the cover applies to all the plumbing work we take on.

Question 17

How do I make a warranty claim?

Accepted Answer

Simply call us with details of the issue. We'll arrange a free assessment visit to determine if it's covered under warranty. All warranty repairs are completed at no charge, including parts and labour, with no call-out fee.

Question 18

How does your professional booking system work?

Accepted Answer

The landline is answered during office hours by In Your PA, a UK answering service, so somebody picks up even when Will is under a sink. They take your details and pass them straight through. Everything after that is Will: he reads it, he quotes it, and he is the one who turns up. Job records, SMS updates and online booking all run through ServiceM8, so nothing depends on anybody remembering to write it down.

Question 19

Do you provide exact appointment times?

Accepted Answer

We provide time windows rather than exact times to ensure quality work on each job. This allows us to complete each project properly without rushing. We'll keep you updated with a more precise ETA as your appointment approaches and will call ahead to confirm arrival.

Question 20

What is ServiceM8 and how does it benefit me?

Accepted Answer

ServiceM8 is our professional job management system that provides SMS updates about your appointment, online booking capabilities, and digital job records. You'll receive automatic updates about your plumber's arrival time, job progress, and completion notifications for a completely transparent service experience.

Question 21

Can I track my appointment status?

Accepted Answer

Yes, through our ServiceM8 system you'll receive SMS notifications when your job is scheduled, when we're on our way, and when work is completed. You can also access digital job records and invoices through the system for complete transparency.

Question 22

What makes Rosebourne Plumbing different?

Accepted Answer

We focus on customer benefits through professional service, comprehensive warranties, and transparent pricing. Unlike larger companies, you deal directly with qualified professionals who take personal responsibility for every job. Visit our Customer Benefits page to learn about our unique approach to plumbing services.

Question 23

Who will actually turn up?

Accepted Answer

Rosebourne is Will Gaze. He is a Level 3 qualified plumber with 22+ years on the tools, and he is the person who turns up, does the work and answers the phone. Where a job needs a trade he is not qualified for — notifiable electrical work, plastering, tiling — he brings in someone who is, and books them around his own visit so you are not chasing two trades. You can see exactly what he holds on the Professional Certifications page.

Question 24

Do you collaborate with other trades?

Accepted Answer

Yes, we work with trusted local professionals including electricians, tilers, and Gas Safe engineers to provide complete project solutions. Our collaboration network ensures you get expert service for every aspect of your project. Learn more on our Professional Collaboration page.

Question 25

What should I expect during a service visit?

Accepted Answer

Our service process is designed for transparency and professionalism. From arrival to completion, we keep you informed every step of the way. We explain all work before starting, provide clear pricing, and ensure you're completely satisfied. Visit our What to Expect page for a detailed breakdown of our service process.

Question 26

How do I know you're qualified and trustworthy?

Accepted Answer

We hold comprehensive professional certifications including City & Guilds Level 3, Water Regulations certification, and unvented hot water qualifications. We're fully insured with £2M coverage and maintain active trade memberships. View all our qualifications on our Professional Certifications page.

Question 27

Do you have customer reviews?

Accepted Answer

Yes, we have numerous customer reviews from satisfied clients across Andover, Marlborough & Hungerford. Our reviews highlight our professional approach, quality workmanship, and reliable service. You can read detailed customer testimonials and feedback on our Customer Reviews page.

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