Frequently Asked Questions
This frequently asked questions page answers general questions about booking, pricing, service coverage, credentials, and emergency policies. For questions about specific services, please visit our Plumbing Services, Heating Services, or Renewable Energy pages.
Please contact us if you have any of your own questions.
Booking & Appointments
How do I book an appointment?
Call 01628 533 550 or Book Online
What happens after I book?
Can I change or cancel my appointment?
Yes. If you need to change or cancel an appointment, please contact us as soon as possible. Providing notice helps us reallocate appointments efficiently.
Do you offer appointments outside normal working hours?
Pricing & Payments
How does your pricing work?
Do you provide quotes?
Yes. We provide quotations for planned work. In some cases, an assessment may be required before a final quote is issued. Contact us to request a quote.
When is payment required?
What payment methods do you accept?
Are there different rates for urgent work?
Urgent or priority work is not charged differently to planned appointments. All our pricing, including our hourly rates are listed on the Pricing page. If it is an emergency, we will do our best to respond as quickly as possible but we don’t charge you extra!
Areas We Cover
What areas do you cover?
We provide services across Buckinghamshire, Berkshire, West London, and surrounding areas. Full details are available on our Areas We Cover page.
How can I check if you cover my location?
You can check our Areas We Cover page or contact our team directly with your postcode to confirm availability.
Call 01628 533 550 or use our contact form with your postcode.
Do you travel outside your main service area?
Yes, sometimes. We’ll travel further for large projects like complete boiler installations, heat pump installations, solar panel systems, bathroom renovations, or commercial work. Contact us to discuss your specific location and project.
Are response times affected by location?
Company & Credentials
Are your engineers qualified and insured?
Yes. All engineers are Gas Safe registered for gas work, with additional certifications for unvented systems, renewable energy, and water regulations. We carry £10 million public liability insurance and professional indemnity cover. We’re also part of other industry organisations and are approved installers for multiple manufacturers.
How long have you been operating?
Do you work with residential and commercial customers?
Are you part of a wider group?
Yes. Heppelthwaite – The Red Van Plumbers are part of the Evans Group. Being part of an established group gives us access to specialist expertise, advanced equipment, and competitive material pricing while maintaining our local, family-business approach. We can handle projects of any size, from single radiator replacements to commercial heating systems and complex renewable energy systems.
Emergency Services
What is classed as an emergency?
An emergency is an issue that poses a risk to safety or could cause serious damage if not addressed promptly, such as major leaks or loss of essential services. Emergencies include, burst pipes causing flooding, gas leaks, no heating in winter, boiler breakdowns, severely blocked drains, or water supply failures.
How quickly can you respond to emergencies?
Response times depend on availability. Urgent issues are prioritised, and we aim to attend as quickly as possible. As a guide we aim for 1-2 hour response. However, in most cases we can be there sooner.
Times vary during peak periods such as the winter months. Gas leaks get absolute priority.
To avoid any delays, the quickest response is by calling us on – 01628 533 550
Do you provide emergency services outside office hours?
Are you part of a wider group?
Yes. Heppelthwaite – The Red Van Plumbers are part of the Evans Group. Being part of an established group gives us access to specialist expertise, advanced equipment, and competitive material pricing while maintaining our local, family-business approach. We can handle projects of any size, from single radiator replacements to commercial heating systems and complex renewable energy systems.
Still have a question?
If you have a question that is not covered in our frequently asked questions section, please contact our team by phone or through our website. We are happy to help.