Home/Emergency Guide
Emergency Drainage: What To Do First
A burst pipe, a toilet backing up, or a sudden flood in your kitchen is stressful enough without worrying about hidden costs or surprise bills. In an emergency, knowing the exact cost upfront is a vital part of the solution.
Quick answer
First, turn off water sources to stop the flow, contain the mess if safe, then call us. We provide a clear, itemised price quote over the phone before we dispatch our engineers.
This guide walks you through the immediate steps to minimise damage, but crucially, it explains how our transparent, published pricing works from the moment you call. You will know the price before our engineers arrive, with no obligation to proceed if the quote doesn't suit you.
Immediate Steps to Take (Before You Call)
Your safety comes first. If there's any sign of electrical hazard near the water, do not enter the area. Assuming it's safe, your priority is to stop the flow and contain the damage.
Locate and turn off the main water stopcock. This is often under the kitchen sink. If the issue is with a specific appliance (like a washing machine), turn off its dedicated supply valve. Move any valuable items out of the affected area if you can do so safely.
- Turn off the main water supply at the stopcock.
- If safe, use old towels or a mop to contain standing water.
- Avoid using any sinks, toilets, or appliances that drain into the affected system.
Making The Call: How Our Transparent Emergency Pricing Works
When you call, our operator will ask a few quick questions to understand the emergency and likely required solution. Based on this, we will provide you with a clear, itemised price quote over the phone.
This quote includes our emergency call-out fee, the first hour of labour, and the standard cost for the most likely fix (e.g., unblocking a standard drain, repairing a joint). We publish these core rates so the quote is based on facts, not guesswork. You will know the maximum cost for that first stage of work before we dispatch a van.
When Our Engineers Arrive: The On-Site Assessment & Fixed-Price Agreement
Our engineer will assess the situation. If the problem is exactly as described, they will proceed with the quoted work. If the issue is more complex, they will stop and present you with a new, fixed-price quote for the full job.
There is no obligation. You can choose to proceed with the new quote, or you can pay only for the assessment time at our standard hourly rate. We never do 'open-ended' work or charge by the hour for repairs. You agree to a fixed price for a defined outcome.
- Engineer confirms the problem and explains the required fix.
- You receive a new, fixed-price quote for any work beyond the initial diagnosis.
- You decide to proceed or pay only for the assessment time. No pressure.
Understanding Our Itemised Emergency Quote
Transparency means breaking down every cost. A typical emergency quote will be clearly separated into line items. This demystifies the bill and shows you exactly what you're paying for.
For example, an emergency unblocking quote might list: Emergency Call-Out Fee, First Hour of Labour, Drain Unblocking using High-Pressure Jetting, and any necessary parts like a new access cap. If we use a CCTV camera to diagnose the issue, that cost is listed separately. There are no bundled 'mystery' charges.
What If The Job Is Bigger Than An Emergency Fix?
Sometimes an emergency patch isn't enough, and a larger repair or replacement is needed (like a collapsed sewer). In these cases, our engineer will secure the situation to make it safe.
We will then provide you with a detailed, fixed-price quote for the permanent repair work, which you can schedule at your convenience. The cost of the initial emergency work remains as quoted and agreed—it is not rolled into a larger, pressured package deal.
Why Upfront Pricing Is The True Emergency Service
In a crisis, financial uncertainty adds enormous stress. Our model removes that. Knowing the cost before work begins allows you to make a clear-headed decision.
It also aligns our interests with yours. We are paid for delivering the solution we quoted, not for taking longer or using more materials. Our priority becomes fixing your problem efficiently and properly the first time, because that's what our fixed price is for.
Fixed price before we travel
Every visit is priced as a clear fixed fee — not an open-ended hourly meter that climbs while someone guesses.
CCTV-confirmed, not assumed
A camera check confirms the drain is genuinely clear or the defect is genuinely diagnosed, not just assumed from flow.
Documentation that holds up
Footage, defect codes and a written report when a managing agent, surveyor or insurer needs more than a one-line invoice.
Our services
Related drainage services
London coverage
Available across all 33 boroughs
Same approach from Barking to Richmond. Browse a borough for local housing notes, or send your postcode for a fixed-price slot.
Frequently asked questions
Do you charge just to come out for an emergency?
Yes, we have a published emergency call-out fee. This covers the immediate dispatch and guaranteed response. This fee, along with the cost for the first hour of labour, is always quoted to you clearly over the phone before we leave the depot. You will never see this charge appear for the first time on a final bill.
What happens if the problem is worse than described on the phone?
Our engineer will stop after their initial assessment and provide you with a new, fixed-price quote for the full, correct solution. You can then choose to proceed with that new quote, or you can choose to pay only for the assessment time at our standard hourly rate. We will not proceed with more expensive work without your explicit agreement to a new price.
Are your emergency rates much higher than standard rates?
Our emergency call-out fee reflects the priority scheduling and rapid response. However, our hourly labour rates and standard repair costs are consistent and published. The itemised quote you receive will show the call-out fee separately from the repair work, so you can see the true cost of the emergency service versus the fix itself.
Do you offer fixed-price repairs, or do you charge by the hour?
We only work on a fixed-price basis for all repair work. We charge by the hour only for pure investigation and diagnosis if you choose not to proceed with our repair quote. Once a repair is agreed, the price is fixed regardless of how long it takes our engineers.
Can I get a ballpark figure before I call?
We publish our standard rates for common emergency jobs (like drain unblocking) on our website. This gives you a realistic baseline. However, the accurate itemised quote will always be provided during your phone call, based on the specific details of your situation.
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