The calls we remember most are from people who waited. A slow drip became a burst. A boiler that was "probably fine" failed on the coldest night of the year with children in the house. Knowing what counts as an emergency — and what to do in the first few minutes — makes a significant difference to both the damage and the repair cost.
What Actually Counts as an Emergency?
Not every plumbing problem justifies an emergency call-out. Here's how we triage the calls we receive:
Call immediately:
- Burst or leaking pipe causing active water damage
- Gas smell — follow the gas leak procedure below, this is different
- No heating or hot water in very cold conditions, especially with elderly or young children
- Sewage backing up into the property
- Boiler making loud banging or hissing and won't shut off
Urgent — same day if possible, but not an emergency call-out:
- Boiler breakdown when weather is mild and you have alternative heating
- Single radiator not working
- Slow drip you can contain with a bucket
Book in during normal hours:
- Boiler service, radiator balancing, appliance installation, general maintenance
Emergency call-outs cost more — we'll always confirm the charge before we come out. Calling us at 11pm for a dripping tap wastes your money and takes availability from someone who genuinely needs it. But when it's a real emergency, don't hesitate.
Burst Pipe — What to Do in the First Two Minutes
Speed matters here. A burst pipe can pump a significant volume of water into your home very quickly.
Step 1 — Turn off your mains water supply. Your stopcock is usually under the kitchen sink, in a downstairs toilet, or in an airing cupboard. Turn it clockwise to close. If you don't know where yours is, find it before you need it — take five minutes today.
Step 2 — Turn off the heating. If the leak is near a radiator or on the heating circuit, shut the boiler off.
Step 3 — Isolate electricity in affected areas. If water is near sockets, switches or light fittings, turn off that circuit at the consumer unit. Water and electricity together are dangerous.
Step 4 — Open cold taps to drain down. This empties water still sitting in the pipes above the leak.
Step 5 — Call us. Once you've controlled the situation, call 0208 092 1359. Tell us where the leak is, what you've already done, and whether there's ongoing damage.
Gas Leak — Different Rules Apply
A gas emergency is handled differently and the first call is not to a plumber.
If you smell gas:
- Don't operate any switches — on or off — a spark from a light switch can ignite gas
- Don't use your phone inside the building — step outside first
- Open windows and doors if safe to do so
- Turn the gas off at the meter (usually a lever — turn 90° so it's perpendicular to the pipe)
- Call the National Gas Emergency Service: 0800 111 999 — free, 24/7, this is the right first call
- Leave the building and don't re-enter until they've cleared it
Once the immediate danger is resolved, call us to inspect appliances, identify the source, and carry out any repairs. All our engineers are Gas Safe registered (No. 936121).
Boiler Breakdown — Check These Before You Call
Before you pay an emergency call-out rate for a boiler fault, check these:
Boiler pressure — Look at the gauge on the front. Most boilers need 1–1.5 bar when cold. Below 0.8 bar and the boiler locks out. Try repressurising via the filling loop (the small lever or valve under the boiler) until the gauge reads 1.2 bar, then close it.
Error code — Note the code displayed and look it up in your boiler manual. Many lockouts — low pressure, ignition fault, flow sensor — have specific causes listed.
Frozen condensate pipe — In cold weather, the plastic condensate pipe that exits your boiler through an external wall can freeze. Pour warm (not boiling) water over the exposed section to thaw it.
Thermostat and programmer — Check neither has been accidentally adjusted, and that the programmer hasn't lost its settings after a power cut.
If none of the above resolves it, call us. We cover boiler repairs across all of Hertfordshire, including emergency callouts.
No Hot Water — Common Causes
No hot water is uncomfortable but rarely dangerous. Most common causes:
- Boiler fault — check pressure and error codes as above
- Diverter valve failure — combi boilers use a diverter valve to switch between heating and hot water; when it fails you often get one but not the other
- Immersion heater or thermostat fault — affects system and regular boilers with hot water cylinders
- Programmer reset — check the timer settings after any power cut
What to Expect When You Call Us
Call 0208 092 1359 and we'll answer immediately for genuine emergencies. We'll ask a few questions to understand the situation, advise on anything you can do before we arrive, give you an estimated arrival time, and confirm the call-out charge upfront — no surprises on the invoice.
We cover all of Hertfordshire including Watford, St Albans, Hemel Hempstead, Stevenage, Barnet, Edgware, Enfield, Rickmansworth and surrounding areas.
Save this number now: 0208 092 1359. You don't want to be searching for an emergency plumber at 2am when water is coming through the ceiling.