At Plumbcare.com we offer a 24 hour a day, 365 days a year service, but what does that mean in practice? It absolutely does mean that we are a 24 hour business but if you’re hoping to get a boiler service done at 3am, you’re going to be disappointed. For the purposes of clarity, we thought it would be useful to explain how our 24 hour service really works.
All services are available during office hours. This includes emergency call outs, servicing, installations, part fits, scheduled jobs etc. We have a fully staffed call centre taking calls and contacting customers to arrange appointments. We’re also actively monitoring social media for customers who prefer to contact us through these channels. We’re usually busiest in the mornings so we’re most able to answer your calls quickly in the afternoons. If you want to know how our appointments work, you can read more about that here.
Between 5pm and 9pm we still have engineers out attending to call outs and a reduced staff in our call centre taking calls and contacting customers who may have been unavailable during the day. We don’t schedule in routine jobs such as servicing after 5pm so that we can prioritise emergency call outs but we are taking calls as usual and you can ring us to make appointments or get updates.
We are still available throughout the night however this is strictly an emergency call out service. If you have a flood or believe your boiler to be dangerous then of course, please ring us. However, if you just want to check whether a part has come in, book a service or to respond to a quote then we would politely request that you wait until after 8am to call. We will respond to emails and social media messages the following day.
Our engineers are out working and our call centre is staffed 9am – 9pm, responding to call outs. We don’t schedule part fits or services on a weekend, however we can deal with enquiries and arrange appointments for during the week. After 9pm it’s an emergency call out only service again so please only call if you have a plumbing or heating emergency that can’t wait until morning.
What this all means is that we absolutely do offer a 24/7 service and it’s 365 days a year, even through bank holidays and Christmas day, whatever the weather. Some parts of the day are reserved for emergencies but we’re always here to help you, especially between the hours of 8am and 9pm. Hopefully this is helpful to our customers and will enable them to get in touch with us at the most appropriate time for their enquiry.
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"Extremely pleased with the service from start to finish. Richard was very helpful when talking to my girlfriend and I through the options available. Adam and his colleague made sure everything was done professionally and gave me really good advice, fantastic customer service and efficiency."