How The Honest Plumber Shepherds Bush Works

No. The work is done by independently owned local plumbing and heating companies in our partner network. We answer the line, match the job to the partner who can reach you soonest and suits the fault, and text you its name before it arrives. We do not describe anyone as our staff, because they are not, and you should always know whose company is on your doorstep.

You pay the partner company directly. It invoices you and takes payment itself once the work is finished, and we handle no payment or invoices at all. The price you pay should match the written quote you accepted before the job, plus anything you agreed on the day. If the invoice does not match, ring the partner first, then ring us.

Yes. Once a partner confirms the job, we text you its company name and details before anyone reaches your door. If the name on the van, the ID or the paperwork differs from the one we sent, do not let them in, and ring 07886 073115. We would rather lose a booking than have you doubt who is in your home.

It depends on which partner company is free and how far it is from you, so we do not promise a fixed time on the phone. After the match we ring you back with who is coming and when they expect to arrive. Match days at Loftus Road, Uxbridge Road queues and a cold snap can all stretch that, and if it will be a wait we tell you straight.

Tell the partner company first, since it carried out the job and is best placed to put it right. If you cannot reach a resolution, ring 07886 073115 and we will chase it on your behalf. We cannot promise an outcome, but the whole point of one number is that you are never left with no one to ring. Your statutory rights as a consumer are unaffected.

No. Only the partner company can price a job, because it has to see the fault first. It gives a written quote before work begins and you agree to it before anything starts. Published London ranges, such as about £80 to £150 for a weekday call-out, are a guide to whether a quote is reasonable, but they are never our quote.

We say so on the call. We then pass you to one of our partner plumbing companies who can come out, so nobody who rings is left without a way forward. In that case the partner company quotes, invoices and takes payment directly, and we handle no payment or invoices ourselves. You are still welcome to ring us afterwards if something goes wrong.

No. Each is independently owned and run, with its own staff, vehicles and business accounts. Your contract for the work is with that company, not with us. We run the booking line and the follow-up, and our terms set out the split. You can read them on the terms page before you ring.

Water fittings follow the Water Supply (Water Fittings) Regulations 1999 and use WRAS-approved parts. Gas work follows the Gas Safety (Installation and Use) Regulations 1998 and the manufacturer's instructions. Hot water and heating follow Building Regulations Parts G3 and L, drainage follows Part H and system cleansing follows BS 7593. These are standards the work is built to.

Not at present. We choose the partner by who can reach you soonest and suits the fault, because that is what makes the network quicker than a single firm. If you have a particular worry, such as access, a tenant in the flat or a landlord who needs updates, tell us on the call and we will pass it on when we confirm the job.