Frequently Asked Questions

Yes. We're licensed and insured, water and gas, so any damage or mishap on the job is covered by our own public liability insurance, not something you have to chase up yourself. That protection applies from the moment we start until the job is signed off.

If the fault comes back and it's down to our own workmanship, we return and put it right under the Lifetime Labour Warranty, at no extra cost to you. That's a genuine promise attached to the work itself, backed up in practice, not just printed on a page.

It means every job is tested and checked before we leave, not just patched and hoped for. If something about our own workmanship isn't right, Quality Workmanship Guaranteed means we come back and finish it properly.

Yes, under NSW Plumbing Licence #292427C. We're licensed and insured, water and gas, and any gas work is carried out only by appropriately licensed tradespeople, in line with NSW rules.

We're open 24 hours for same-day emergency service, and calls get prioritised by how urgent they sound. We won't promise an exact time down to the minute, but we will tell you honestly where you sit in the queue.

Of course. You're welcome to call and talk through a problem even if you're not ready to book, and we'll tell you honestly whether it can wait or needs a same-day visit.

A real person answers, every time, day or night, and can talk you through what to do next before we're even on the way. There's no call centre and no script to read from.

If water's actively flooding a room, the power's at risk, or you can smell gas, that's urgent and worth calling straight away. A dripping tap that's merely annoying, without anything actively spreading, can usually wait for a normal booking.

Yes. We agree the price with you on-site before any work begins, so there's nothing hidden to discover later. That price holds unless the scope of the job itself changes, in which case we'll re-quote and get your approval again before doing more.

No. We quote fairly for the job itself, not for what time the clock says, so a Sunday night callout isn't treated differently to a Tuesday afternoon one. The price you're quoted is what you pay.

Yes, completely. Whether you own the property, rent it, or manage it for a strata scheme, the price for the same job stays the same, fair, upfront pricing, no surprises either way.

No, getting to you is part of the $0 Call Out Fee, not billed separately once we arrive. The only thing you pay for is the actual work, quoted plainly before it starts.

Hot water failure is the one we get called to most. A lot of Mortlake's older cottages, some dating from before 1940, still run ageing hot water units that tend to give out without warning, usually at the worst possible hour.

Yes, Mortlake is home turf, and it's where we're called out to most often, not an occasional extra suburb tacked onto someone else's run.

It's a small riverside peninsula, so the housing mix is unusual, older brick cottages near the water, newer townhouses further back, all within a few streets of each other. Locals around the Palace Hotel on Tennyson Road will tell you it still feels more like a village than a suburb.

Newer riverfront unit blocks often share hot water systems across several units, so one fault can affect more than one household at once. Winter adds extra strain too, with reverse-cycle heating demand in newer units and townhouses pushing hot water systems harder than usual.