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The tradesman reaching you and the first hour of work, paid at the end of the visit against a numbered docket.

If the job needs a quotation, the call charge you have paid is deducted from it, so you never pay twice for the same hour. Decline the quotation and you keep the written figure and owe nothing more.

Plumbing, electrical and small repairs open four hours ahead, so a morning booking for the same afternoon is normal. Heater and pump fittings need two days because they take two people.

The form only offers times a named tradesman is genuinely free. A short list of real times is deliberate; we would rather show you three than promise you ten.

Yes. Somebody over eighteen has to be in the property for the whole visit.

We do not take keys, work in an empty flat, or accept a neighbour letting us in, and there is no exception for landlords sending us to a tenant. It protects you and it protects the tradesman, and it has never been negotiable.

At exactly what we paid, with the shop receipt stapled to your docket. There is no markup on anything.

You can also buy the part yourself and have us fit it. We will say honestly beforehand whether it is the right one, and our labour guarantee covers the fitting either way.

Six months on our labour. Bring us back inside that and we look at it for nothing, and if our work failed we put it right for nothing.

Parts carry whatever the maker gives, which varies from a year on a decent tap to nothing at all on a cheap cistern valve. You are told which before it is fitted.

Because it is not yours. A pump, a riser, a roof tank or a main board that serves several flats belongs to the building, and one owner cannot authorise work on it.

Get written permission from whoever runs the building and we will do it the same week. If you do not know who to ask, tell us and we can usually say, because we have worked in most of these buildings.