Last updated: 3 November 2026
About These Terms
These terms apply when you use this website or ring 07886 073115. The service is run as The Honest Plumber Shepherds Bush from 44 Hadyn Park Road, London W12 9AG. Using the site or the phone line means you accept them. If you do not, please do not book through us. Read the home page for a plain description of the service.
The Service We Provide
We are a booking and matching service, not a plumbing or heating contractor. When you ring or send the form, we note what is wrong and where you are, then look for an independent partner company that is free and suits the job. We tell you who it is by text before anyone arrives. The how we work page describes each step.
The Partner Company
The company that takes your job is independently owned and run. It is not part of The Honest Plumber Shepherds Bush, its people are not our staff, and your contract for the plumbing or heating work is with that partner company. It decides how to carry out the work, subject to the law and the standards that apply to it.
Money and Payment
We do not take payment or issue invoices for plumbing or heating work. The partner company sends you an invoice and takes payment directly once the job is complete. Please do not pay us for work done by a partner. If someone asks you to, ring 07886 073115 first.
Prices and Quotes
Prices are set by the partner company after it has seen the fault, and you receive them in writing before work begins. We do not quote jobs ourselves. Any figures on this website are published London ranges, given as a guide to what is typical, and are neither a quote nor an offer. Extra work found on the day needs your agreement before it goes ahead.
If Something Goes Wrong
Tell the partner company first, since it carried out the work and is best placed to put it right. If you cannot reach a resolution, ring 07886 073115 and we will contact the partner for you and keep following it up. We cannot guarantee how a dispute ends, and nothing here limits your statutory rights as a consumer.
Timing and Availability
The line is answered 24 hours a day. We do not promise an arrival time, because it depends on the partner company, the traffic and what else is happening. We will tell you honestly what we expect when we ring you back.
Our Responsibility
Our role is limited to taking your enquiry and arranging a match, so far as the law allows. We are not responsible for the work, parts or advice of a partner company. Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence or for fraud.
Information on This Website
Content here describes the matching service and the area it covers, in general terms. It is not a diagnosis or a quote for your property. In an emergency involving gas, ring the National Gas Emergency number, 0800 111 999, first.
Your Information
We pass your name, phone number, address and a description of the problem to the partner company matched to you, so it can contact you and attend. We use it to run the service and for no other purpose without your agreement.
Changes and Contact
We may update these terms as the service changes. The date at the top shows when this version took effect. Questions go to The Honest Plumber Shepherds Bush, 44 Hadyn Park Road, London W12 9AG, or ring 07886 073115. See also our list of services.