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What If Your Plumber Makes Mistakes?

By: Chris Nickson - Updated: 12 Dec 2017 | comments*Discuss
 
Plumber Plumbing Plumbing Problems Pipes

Plumbers have a reputation not only for charging a lot, but doing most jobs very quickly and gleefully claiming their full money. Even if it’s something as simple as replacing a washer on a tap, you still end up paying for a full hour of their time.

That can seem frustrating, but the truth is that good plumbers are in short supply, and always busy (you’ll never see a poor plumber!). They’re very skilled, and the work can be demanding. When you have plumbing problems in your kitchen or bathroom, however, that’s a good thing. You don’t want some cowboy coming in and working on your pipes. A defect in that can leave leaking plumbing and a house deep in water.

Finding A Good Plumber

It’s not always easy to find a good plumber – all too often the first time we look for one is when we have an emergency plumbing problem, a leak or heavy drop, and then we want it fixed immediately.

You’ll find plenty of plumbers in the phone book, but that alone doesn’t mean they’re good. However, there are steps you can take to sort the plumbing wheat from the chaff.When you talk to the plumber there are several basic questions to ask. How long have they been in business – for obvious reasons, the longer the better. What references can they provide (and if it’s not an emergency, follow up on them). Are they insured? That’s vital, because it means that if a problem occurs, then your property – and those surrounding it – is covered. Is their work guaranteed, and preferably with a guarantee backed by insurance? Do they belong to any trade organisations? If they say yes, don’t simply take them at their word – check. If it’s the Association of Heating and Plumbing Contractors, that’s best of all. Not only do they have a code of practice (as do all trade bodies), but if for some reason your plumber vanishes or goes out of business whilst doing your work, another member will finish the job for you (but – and this is important – only if your original plumber followed their code of practice).

Find out their charges, not just the hourly rate, but also if there’s a call-out fee, which is the case with many plumbers. If the job isn’t urgent, solicit estimates from several plumbers. Likewise, find out when they would be able to begin and would expect to finish.

Where extensive materials are involved – in a new bathroom or kitchen, for instance – you might well have to pay some money upfront, at the very least a deposit. Beware, however, if the plumber demands the full fee before beginning work. Agree on a price for the job before any work begins.

You should also have a contract with the plumber, stating costs, time frame and guarantees. This works in your own interests, although it’s not mandatory to ensure your consumer rights with plumbers?

What If The Finished Plumbing Isn’t Good?

What do you do if the finished plumbing simply isn’t good enough, the pipes leak or you still experience plumbing problems? Talk to the plumber; if he’s reputable he’ll fix the problem at no extra cost.

What should you reasonably expect from a plumber? As with any tradesman, that the work is done within a “reasonable” time frame, with proper skill, and at a “reasonable” cost.

If that doesn’t work and he belongs to a trade body, complain to them, and they will work to find a resolution; that’s part of their job.

Ultimately, you can take the plumber to court – unless it’s a big job, small claims court should suffice, and the charge to file there is minimal. Keep records and take photographs of the job as it progresses that you can present as evidence.

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[Add a Comment]
I hired a plumber and checked his company and website. He started work and agreed to finish in two weeks time. He never turned up on time, always hold us and came late, damaged boiler, we were out of hot water and heating several days, he did some pipe work, got 25% of agreed price and disappeared. He left the house in mess, big hole in upstairs toilet and all his tools and sharp stuffs around the house. house has two small kids and wife without baht more than two weeks. He already crossed the agreed time and not coming to work. I have all his tools. Now he is not picking the phone and no replying any message. I sent him letter on his address and via email. I have all his tools . I would like to know what should I do ? Please advise me. Thanks
ali - 12-Dec-17 @ 2:35 PM
I had a kitchen fitted in March 2017. The company claim to provide excellent customer service and professional fitters. They sent one guy who did all the plumbing, electrics, joinery and gas cooker installation. On 6th December 2017 my kitchen flooded as a pipe to the hot water tap came away from the coupling. The emergency plumber who fixed it said it simply wasn't tightened properly and that the other end of the coupling was also slack and had been leaking "for quite some time". He advised taking out the units and checking for water damage to flooring and the wall. His opinion was the the plumbing work was not done by a qualified plumber. Am I within my rights to ask the company who fitted the kitchen to see the qualifications of the installer and what can I do if they refuse? Can I insist that they take out the units so that I can check for floor and wall damage?
elcottero - 8-Dec-17 @ 6:57 PM
Hotham - Your Question:
I live in a large first floor apartment with no loft space. I employed what I thought was a local reputable plumber who advised me to have installed 2 Salamander Pumps to help boost the pressure as I have a utility room, 2 bathrooms and a kitchen. He installed them leaving in place a 25 gallon water tank that fed an immersion heater which he had removed when installing a Combi Boiler. I have had nothing but problems with theses pumps and finally between my new plumber and Salamanders Technical advice I realise that the 25 gallon feed should really be 80 gallons minimum and there is no way I can do anything about correcting this in my apartment. Who can I turn to for help, I have paid out over £1000 to this plumber for the installation and costs of the pumps and to plumbers who have tried to help.

Our Response:
Contact the original plumber and ask if he's wiling to instal the correct the situation free of charge. If he refuses, you may have to take civil action via the small claim courts for cost of replacing the system.
ConsumerRightsExpert - 8-Dec-17 @ 3:01 PM
I live in a large first floor apartment with no loft space. I employed what I thought was a local reputable plumber who advised me to have installed 2 Salamander Pumps to help boost the pressure as I have a utility room, 2 bathrooms and a kitchen. He installed them leaving in place a 25 gallon water tank that fed an immersion heater which he had removed when installing a Combi Boiler. I have had nothing but problems with theses pumps and finally between my new plumber and Salamanders Technical advice I realise that the 25 gallon feed should really be 80 gallons minimum and there is no way I can do anything about correcting this in my apartment. Who can I turn to for help, I have paid out over £1000 to this plumber for the installation and costs of the pumps and to plumbers who have tried to help.
Hotham - 7-Dec-17 @ 3:44 PM
andersel - Your Question:
We had a contractor through Costco install new quartz counter tops, sink and faucet 1 1/2 years ago. The other night we awoke to our kitchen and developed basement below being flooded. The cause was found to be thbe the hot water line shutoff conection valve for the new faucet had blown off. This valve the contractor installed was suitable for copper piping, but not pex pipe as was installed onto. My insurance is going after the contractor for costs associated. My question is, do I or how do I proceed with my own action against the contractor for my/family personal loss as we are having to vacate our home for an undetermined amount of time.and cancel Christmas with family?

Our Response:
Check what damages your insurer will pay for first. If that doesn't include alternative accommodation etc then you may have seek compensation directly.
ConsumerRightsExpert - 29-Nov-17 @ 9:12 AM
We had a contractor through Costco install new quartz counter tops, sink and faucet 1 1/2 years ago.The other night we awoke to our kitchen and developed basement below being flooded.The cause was found to be thbe the hot water line shutoff conection valve for the new faucet had blown off.This valve the contractor installed was suitable for copper piping, but not pex pipe as was installed onto.My insurance is going after the contractor for costs associated.My question is, do I or how do I proceed with my own action against thecontractor for my/family personal loss as we are having to vacate our home for an undetermined amount of time.and cancel Christmas with family?
andersel - 28-Nov-17 @ 10:35 PM
Sam W - Your Question:
My mum recently had an accessible bath fitted by a reputable mobility bathroom company, which had good reviews on Which and Checkatrade, she picked one from 3 quotes, not the cheapest but they had a local showroom - so she did all the recommended things to avoid bad experience.The first time she tried the bath it caused a leak downstairs through the kitchen ceiling, the fitter returned, found the leak (by causing it to flood the kitchen a second time, and fixed it. They have agreed to repair/repaint the kitchen ceiling but claim "The waste pipe dislodged because it had not been pushed home fully when first fitted. The fault was pre-existing to our work and only became apparent after we fitted the bath." In effect they deny any responsibility and appear to feel that undertaking the repair was in effect doing her a favour. Is this a reasonable position for them to take or would it be reasonable to expect them to reduce the final bill slightly to acknowledge the distress and inconvenience? Once the leak was fixed she tested the shower and then found that seated or standing the curtain doesn't keep the water from running over the sides at both ends, and at one end this means it runs into the newly fitted drawers. They suggest this is very normal and that she uses towels to mop up the water. This seems very odd for a bathroom company specialising in the in the needs of the frail or disabled who have a higher falls risk, have you any thoughts on this?Overall their tone has been pressuring to receive the outstanding balance, no apology was received until she wrote to them a formal complaint, and in the complaint they seem keener to deflect any responsibility rather than acknowledge she was given poor advice. Other than not recommending them to her friends, have you any suggestions about how she could get some redress for the inconvenience?

Our Response:
She could try and seek some compensation to pay for having the job completely re-done by a professional/alternative company. It's likely that this might have to be done throuhg the court system unless the plumber is willing to settle in order to keep his reputation intact.
ConsumerRightsExpert - 27-Nov-17 @ 3:29 PM
My mum recently had an accessible bath fitted by a reputable mobility bathroom company, which had good reviews on Which and Checkatrade, she picked one from 3 quotes, not the cheapest but they had a local showroom - so she did all the recommended things to avoid bad experience. The first time she tried the bath it caused a leak downstairs through the kitchen ceiling, the fitter returned, found the leak (by causing it to flood the kitchen a second time, and fixed it. They have agreed to repair/repaint the kitchen ceiling but claim "The waste pipe dislodged because it had not been pushed home fully when first fitted. The fault was pre-existing to our work and only became apparent after we fitted the bath." In effect they deny any responsibility and appear to feel that undertaking the repair was in effect doing her a favour.Is this a reasonable position for them to take or would it be reasonable to expect them to reduce the final bill slightly to acknowledge the distress and inconvenience? Once the leak was fixed she tested the shower and then found that seated or standing the curtain doesn't keep the water from running over the sides at both ends, and at one end this means it runs into the newly fitted drawers. They suggest this is very normal and that she uses towels to mop up the water.This seems very odd for a bathroom company specialising in the in the needs of the frail or disabled who have a higher falls risk, have you any thoughts on this? Overall their tone has been pressuring to receive the outstanding balance, no apology was received until she wrote to them a formal complaint, and in the complaint they seem keener to deflect any responsibility rather than acknowledge she was given poor advice. Other than not recommending them to her friends, have you any suggestions about how she could get some redress for the inconvenience?
Sam W - 24-Nov-17 @ 10:51 AM
Tatiana - Your Question:
I live in a flat on the first floor and on 19/09 the management company of the building sent a plumber to my property because there was water leaking in a flat on the ground floor. The plumber reported that I have a leak in my bathroom. They didn't investigate any other flats and I was told that I have to get the leak fixed. I had my own plumber to come in and do a full investigation and following that the leak was found in a flat on the second floor.I need to have the damages in my bathroom repaired as soon as possible.I have complained to the management company and the maintenance company that they used.The management company said that they have raised an insurance claim but no repairs have started yet. What should I do next?

Our Response:
Ask the management company - what you can do about the damage to your property, how it will be paid for and how long it will take. Stress that the longer you leave it the more damage will be caused.
ConsumerRightsExpert - 17-Nov-17 @ 12:38 PM
I live in a flat on the first floor and on 19/09 the management company of the building sent a plumber to my property because there was water leaking in a flat on the ground floor. The plumber reported that I have a leak in my bathroom. They didn't investigate any other flats and I was told that I have to get the leak fixed. I had my own plumber to come in and do a full investigation and following that the leak was found in a flat on the second floor. I need to have the damages in my bathroom repaired as soon as possible. I have complained to the management company and the maintenance company that they used. The management company said that they have raised an insurance claim but no repairs have started yet. What should I do next?
Tatiana - 16-Nov-17 @ 2:52 PM
SL - Your Question:
Hi, I arranged for a plumber through Local Heroes to service my boiler ready for winter. I won't go into the quality of service, life is too short, but the result was that after he did the service, my boiler never sustained hot water for more than a minute or two. In effect, it was broken and I now go without showers and central heating. Local Heroes refuse to help as they are an "introductory service". They have now taken the plumber off their books. How do I get my boiler repaired without incurring the upfront cost (which may or may not be substantial) and therefore risk that I will never get my money back? Local Heroes are saying they are not liable. Thanks

Our Response:
If the plumber was the person you paid then that's who your contract was with. The only way to attempt to get the costs back if the plumber refused to pay, would be to used the small claims court.
ConsumerRightsExpert - 1-Nov-17 @ 3:27 PM
Hi, I arranged for a plumber through Local Heroes to service my boiler ready for winter. I won't go into the quality of service, life is too short, but the result was that after he did the service, my boiler never sustained hot water for more than a minute or two. In effect, it was broken and I now go without showers and central heating. Local Heroes refuse to help as they are an "introductory service". They have now taken the plumber off their books. How do I get my boiler repaired without incurring the upfront cost (which may or may not be substantial) and therefore risk that I will never get my money back? Local Heroes are saying they are not liable. Thanks
SL - 31-Oct-17 @ 1:38 PM
Dave - Your Question:
Hi,I have had a complete new central heating system installed. Replaced the old hot air system.Problem is when I turn on hot water only my radiators heat up. Plumbers have been back a number of times and fitted a valve just after the boiler and switch). Told me that if radiators start to warm up close the valve down a fraction (small amount of hot water in radiators now but bathroom towel radiators get hot). I then had a problem with my boiler where baxi came out to replace parts. BAXI condemned the pipework into my boiler as I have 4 x valves fitted on the 4 x pipes 50 cm from the boiler in/out. BAXI opened up all valves and took the handles off. This brought back my radiator problem. Called plumbers they came round put handle back on one valve and said all sorted. Some heat still in radiators and not sure if I'm sitting here with a dangerous installation. GasSafe coming out to inspect but don't think they will be interested in the pipework to the radiators. Want to avoid playing cat and mouse with the plumbers, are there any suggestions on how I go about resolving the pipework installation as plumbing company just seem to want to apply a small fix that doesn't solve the problem?David

Our Response:
We can't recommend specific technical fixes but if you feel the original plumber made mistakes that have caused the problems, it might be worth contacting an alternative plumber (maybe use GasSafe's recommendations) and then charging the cost back to the original plumber.
ConsumerRightsExpert - 25-Oct-17 @ 12:45 PM
Andy- Your Question:
We had a new boiler installed 2 months ago and the company were going to send an extended guarantee for 5 years. Still waiting 2 months later. Getting worried as I’m being fobbed off contstantly. Have called over 10 times with promises they’ll sort it and get back to me but no one does. We spent a lot of money on the boiler and am worried in case anything goes wrong. What can I do??

Our Response:
Do you have anything documented to provide evidence of the 5 year guarantee? Perhaps something mentioned in a written quote etc?
ConsumerRightsExpert - 24-Oct-17 @ 12:08 PM
Hi, I have had a complete new central heating system installed.Replaced the old hot air system. Problem is when I turn on hot water only my radiators heat up.Plumbers have been back a number of times and fitted a valve just after the boiler and switch).Told me that if radiators start to warm up close the valve down a fraction (small amount of hot water in radiators now but bathroom towel radiators get hot).I then had a problem with my boiler where baxi came out to replace parts.BAXI condemned the pipework into my boiler as I have 4 x valves fitted on the 4 x pipes 50 cm from the boiler in/out.BAXI opened up all valves and took the handles off.This brought back my radiator problem.Called plumbers they came round put handle back on one valve and said all sorted.Some heat still in radiators and not sure if I'm sitting here with a dangerous installation.GasSafe coming out to inspect but don't think they will be interested in the pipework to the radiators.Want to avoid playing cat and mouse with the plumbers, are there any suggestions on how I go about resolving the pipework installation as plumbing company just seem to want to apply a small fix that doesn't solve the problem? David
Dave - 23-Oct-17 @ 7:59 AM
We had a new boiler installed 2 months ago and the company were going to send an extended guarantee for 5 years. Still waiting 2 months later. Getting worried as I’m being fobbed off contstantly. Have called over 10 times with promises they’ll sort it and get back to me but no one does. We spent a lot of money on the boiler and am worried in case anything goes wrong. What can I do??
Andy - 21-Oct-17 @ 9:33 PM
Had a new shower tray fitted on 9 November 2016 and last week a crack appeared In the tray running from the door towards the centre of the tray. The plumber who fitted it has just been round and mumbled under his breath that he should have put a central support structure in place when he fitted it. Is the tray faulty or is the plumber admitting bad workmanship? Question is he responsible for replacing and fitting new shower tray and making good any damage caused by his lack of structural support
Russo - 19-Oct-17 @ 8:53 PM
Sam - Your Question:
Hi. We have received a water bill from Thames water for £12k and been informed by them that there is a leak under our property. We had a plumber do some work a while back and fear he was caused a leak - what can we do firstly the cost to find the leak and then the huge water bill? Any advice would be greatly appreciated.

Our Response:
Get an independent surveyor or plumber to take a look (get recommendations from your local trading standards). If the leak has been caused by the original plumber, you may have to consider the courts to recover your costs.
ConsumerRightsExpert - 18-Oct-17 @ 3:39 PM
Miapop - Your Question:
My plumber has replaced all pipes in my house, but says he can’t lag them because of health and safety! Is this true?

Our Response:
Not as far as we are aware. Check with your water company, local building control department or the HSE.
ConsumerRightsExpert - 18-Oct-17 @ 3:22 PM
Hi. We have received a water bill from Thames water for £12k and been informed by them that there is a leak under our property. We had a plumber do some work a while back and fear he was caused a leak - what can we do firstly the cost to find the leak and then the huge water bill? Any advice would be greatly appreciated.
Sam - 17-Oct-17 @ 5:26 PM
My plumber has replaced all pipes in my house, but says he can’t lag them because of health and safety! Is this true?
Miapop - 17-Oct-17 @ 9:12 AM
Amy - Your Question:
I hired a plumbing company to add a bathroom in my house and with a permit of course the plummer came over and he did horrible job and didn't show the permit although it's written in my contract and he did a lot of damage in the ceiling to hang the pipes.he removed a lot of walls and he did cuts around the house without needs for it he also added the wrong diminution of the pipes 1/2 instead of 3/4.Now the company is asking me not to pay for their job as long as I don't ask them to repair any damages They also didn't apply for the permit in the first place.What can I do now?

Our Response:
Can you get someone else to rectify the situation with the money that you would have used to pay the company who did it badly?
ConsumerRightsExpert - 16-Oct-17 @ 12:54 PM
I've had a bathroom fitter to knock my toilet and bathroom together and put in a bath.Set quote was £2000.3 weeks work.He asked if I could pay him 7,7,6 as he progressed I thought it would be ok.Insurance company checked his liability cover and employee cover limit and said he could start when ready. 3 weeks in and miles behind he tried to put me on a day rate,I refused and refused last payment till work completed. 6 weeks in he hadleft us without a toilet for 4 days,no shower or bath sink for 4 weeks. Said he was finished on week 6 and wanted final payment and started to take his things out and I could see what a mess it was. 25 faults above ground,(wrong connectors,destroyed shower tray,Door on upside down,normal board in shower,normal grout in shower,electric cable from old towel rail plaster under new wall I don't know if it's live still or if the other end either connected in the wall as a trip switch was off for the upstairs on the last Thur.He said it was nothing to do with him,nothing is connected other than a slow leaking toilet the list is endless. On Friday I gave him the last of his kit and gave him a list of the things needed doing which I wanted him to pay for when I knew how much it cost -the value of his work. Nobody wants to touch it and can't get anyone to quote. Managed to get a handyman round who said with all the faults above ground I shouldn't turn anything on as you couldn't trust the pipework,nothing is finished to turn on anyway. Im a single mum I have a 13 year old,still no shower ,bath or sink.No family so no help their. Insurance won't help Zits my fault I booked a cowboy other than help from the legal team as I have cover. CAB know and have said they will pass to trading standards.Everything need taking out and starting again especially all the pipework and things like the shower replacing.I used the my credit card& debit card to by items and stupidly paid cash which I'd been saving forever. No idea what to do now.Cant keep sending us both outside for a shower with hugs at 5am ?? Any advice would be appreciated I'm really at a loss :(
Tennisnutsmum - 15-Oct-17 @ 12:11 PM
I hired a plumbing company to add a bathroom in my house and with a permit of course the plummer came over and he did horrible job and didn't show the permit although it's written in my contract and he did a lot of damage in the ceiling to hang the pipes ..he removed a lot of walls and he did cuts around the house without needs for it he also added the wrong diminution of the pipes 1/2 instead of 3/4. Now the company is asking me not to pay for their job as long as I don't ask them to repair any damages They also didn't apply for the permit in the first place. What can I do now?
Amy - 14-Oct-17 @ 4:55 AM
Hi We have been having issues with our oil boiler. We kept losing pressure whenever we had the heating on or hot water. After nearly having to admit defeat when the plummer couldnt find anything wrong and buy a new boiler we managed to locate the problem (Plastic join). Plummer came out and changed it but then boiler wouldnt turn off. Plummer said he would order a thermostat thing as that is probably the cause now. Due to it being late on a friday we agreed that we would be without heating and hot water until the next day (Sat). He was unable to source the part within the UK so had to order it in. Got told he would be back Monday. Didnt arrive monday, got told he would come back tuesday, Van broke down trying to deliver part on tuesday. Got told he would come round Wednesday and how sorry he was. No answer on wednesday. Its now thursday and he is still not answering. We have been without heating and hot water for nearly a week with a special needs child who needs a wash every night (Been boiling kettle and flannel washing). I know that if we get someone else in then it is classed as an emergency call out so the cost will be a lot andthen the new plummer will need to try and figure out what the original plummer has done as he was messing around with some of the electric connectors to see if we could still get hot water while waiting for the part. Feel completely let down and unsure of the next move to take. Any help would be greatly received
kelly986 - 5-Oct-17 @ 10:50 AM
Sally Hayes - Your Question:
We had a well regarded plumber replace our bathroom taps. However, he didn't connect the overflow on the bathtubs and water poured through the kitchen ceiling. He came out and fixed the overflow and asked him to arrange to get the ceiling repaired. He said he would but ignored all attempts to contact him until I posted on a local FB page asking for advice ( I didn't mention his name) He then got in touch, asked me to take the message down, and told me to get a quote and he would pay. We got a plasterer out and he told us that in order to repair the ceiling a row of top kitchen cupboards would need removing.so the total cost would be £500. The plumber said it was too expensive and it would have to go through his PL insurance.and that he would send me the details. Needless to say , he hasn't.what can I do ?

Our Response:
If he refuses to give you his insurance details, you may have to consider the small claims courts as your next step.
ConsumerRightsExpert - 25-Sep-17 @ 3:47 PM
We had a well regarded plumber replace our bathroom taps. However, he didn't connect the overflow on the bathtubs and water poured through the kitchen ceiling. He came out and fixed the overflow and asked him to arrange to get the ceiling repaired . He said he would but ignored all attempts to contact him until I posted on a local FB page asking for advice ( i didn't mention his name) He then got in touch, asked me to take the message down, and told me to get a quote and he would pay. We got a plasterer out and he told us that in order to repair the ceiling a row of top kitchen cupboards would need removing...so the total cost would be £500. The plumber said it was too expensive and it would have to go through his PL insurance...and that he would send me the details. Needless to say , he hasn't ...what can I do ?
Sally Hayes - 24-Sep-17 @ 9:00 PM
anniebell45 - Your Question:
I had a plumber come to change my immersion heater he said that it had been leaking for a while and corroded around the top I was down stairs and heard him banging and then he came down said sorry I've cracked your tank it's going to cost £200 -£300 for you to replace it am I liable to pay as if the corrosion was that bad surely he should of left it now I have no boiler and no hot water

Our Response:
We don't really know enough about the job to comment on this. You said he'd come to replace it anyway because it was corroded? You may need to talk to your home insurer about this or consider taking the plumber to the small claims court.
ConsumerRightsExpert - 19-Sep-17 @ 11:22 AM
I had a plumber come to change my immersion heater he said that it had been leaking for a while and corroded around the top I was down stairs and heard him banging and then he came down said sorry I've cracked your tank it's going to cost £200 -£300 for you to replace it am I liable to pay as if the corrosion was that bad surely he should of left it now I have no boiler and no hot water
anniebell45 - 17-Sep-17 @ 12:30 PM
boiler pressure goes down leak on the pipe work under the floor on a new installation. Found the problem 3 week after work completed. Plumber came back told us to give access as I have put new lamented flooring. Who is responsible on removing the flooring any advice please thanks
Say - 9-Sep-17 @ 10:55 PM
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