My Plumber

Understanding about my plumber

The job of a plumber is to come out and try to fix the leak in question and where the leak can’t be fixed, then at least, you will need a diagnostic and the emergency to be made safe.

Here are some example of some call-outs below:

  • I’ve got water coming through my ceiling and onto the electrics
  • Water leaking from the cylinder
  • Toilet not flushing
  • Leaking radiator
  • Blockage inside toilet
  • Other information is a combination of all the above and is important to read

If your job falls into any of the categories list above, then it is important you read about what to expect below

I’ve got water coming through my ceiling and onto the electrics

If you have water coming through the ceiling, then the first thing the engineer will do is either turn the water off or inspect where the leak is coming from.

If the leak is not accessible and could not be accessed within the hour, the engineer will try to make safe and could request to come back to do further work.

If for some reason you feel you need an electrician, do feel free to book this with us separately.

Water leaking from the cylinder

The water cylinder is generally a cylinder that stores hot water and in most situations, a leaking water cylinder generally requires special parts and can only be made safe.

If you have a vented cylinder, then this is a job for a plumber, however, if it turned out to be an unvented cylinder, our advice would be to call us quickly to check if the plumber has his licence to work on these types of cylinders, as this is generally seperate to being just a qualified plumber.

A vented cylinder would have another huge tank above, storing cold water, and is not pressurized apart from the cylinder relying on gravity for it's pressure.

A pressurized unvented cylinder would have a pressure gage, which you will need to fill up via a filling loop.

In the header image above, depending what type of device you're looking from, you should see on the left a typical unpressurized gravity fed cylinder, where on the right, you should see a pressurized unvented cylinder.

If a normal plumber turned up, and found out that the boiler was unvented, and doesn't have the licence to work on the cylinder, you may need an alternative engineer that is compliant with G3 of the water regulations document G and the Water Supply (Water Fitting) Regulations 1999. This would mean you would have to ask for an alternative engineer to continue the repair.

Toilet not flushing

If your toilet isn’t flushing and is not causing damage, this may not become an emergency, however, if you chose to get an engineer out in an emergency, we can't guarantee a fix the same day, because, with many toilets these days, the parts are not standard. Majority of the time, the standard parts that contractors carry, can fit the toilets, however, in many cases, it’s reported that the part required has to be specially ordered, and you may not have a fix the same day.

One option would be to have the toilet made safe, and the following option could be, using a bucket to flush your toilet as temporary measures.

Leaking radiator

When a radiator is leaking, it is the responsibilty of the engineer to try and fix where possible given the amount of standard basic stock carried inside the contractors vehicle.

In some cases, the engineer may just have to just make safe, so further damage isn't caused as part of the emergency call-out.

In most cases where possible, we would expect the engineer to isolate the leaking radiator so that the rest of the property would have heating, subject to the boiler working.

In regards to radiators, this is the job for a plumber, however, in some cases, you may find yourself requiring a boiler engineer that is gas safe or oftec registered, this is seperate to us sending someone out whos just a qualified plumber and you may need a qualified boiler engineer specialist.

Our company offered boiler specialist, which you would need to call us up and ask us about this, subject to availability.

Blockage inside toilet

Having a blockage inside the toilet and having a blocked toilet can either be the same entity or two separate entities unknown to the customer, where either a plumber or a drainage engineer would be required. Two totally different qualified engineers, unless we have an engineer being able to do both.

A plumber can only work on a blockage inside the toilet, where a drainage engineer can work on the main drains from the toilet into the main drains outside, and in some circumstance, may require a plumber to disconnect the toilet, so that the drainage engineer can work on the main drainage from the outlet of the toilet.

In some circumstance, you may find yourself needing a drainage engineer if the blockage isn’t in the toilet.

To know if the blockage is inside the toilet or past the pan, you could run the basin/bath in the bathroom and see if this makes a difference to the toilet, however, we can't guarantee this always being the case, but more than likely the toilet.

If you're finding the toilet being effected by the bath or basin running, it is likely you need a drainage engineer rather than a plumber.

The only gain by getting a plumber to solve a blockage inside a toilet,a plumber can take the toilet out where a drainage engineer can’t, so when you make the call to EPHG, make sure you either know where the blockage is or take the risk being the likelihood of who you require, being the drainage engineer or the plumber.

Your request for what you have asked for will be documented in the text that we send to you and if you require an alternative engineer, it’s important you contact us before we get an engineer on route to you which in most cases is within 10 minutes of the booking.

Other information regarding all categories

If an agreement is made that you want the engineer to continue the work passed the hour, then this could be a case on case scenario.

If the leak can be located within the hour, then the engineer will need to get an agreement to carry on the work, unless the engineer decides to carry on otherwise, but may risk not being paid further costs, unless further work can be agreed.

If the leak can be located within the hour, and fixed within the hour, then no further agreement may be required.

Here is a reminder to your confirmation page from your confirmation text and a link to the complaints page if you feel you would like to make a complaint