A real plumber answers this phone at 3am. Average response time across Newcastle and Lake Macquarie last year was 60 minutes.
Do these things first — they'll limit the damage while we're on the way. Then call us.
The tap is usually in a small box near your front boundary or beside the water meter. Turn it clockwise until it stops.
If it's an electric unit, switch it off at the fuse box. Gas units have a valve on the pipe near the unit.
Lift rugs, electronics and anything on the floor out of the wet area. Put buckets under active drips.
Your insurer will want them. Photograph the water, the damage and the source if you can see it.
Not lights, not appliances, not the garage door. A spark is all it takes. Leave switches exactly as they are.
Get as much air moving through the house as you can on your way out.
Including pets. Move well away from the building before you use a phone.
If the smell is strong, ring 131 909. Then call us on 0407 118 420 for the repair.
We'd rather you called and we told you it can wait until morning, than you sat up all night worrying about it. But here's the honest answer.
Book any of these as a same day job in the morning and you'll pay the standard rate rather than the after-hours rate. That's usually a few hundred dollars' difference.
Answered by a licensed plumber 24 hours a day, 365 days a year. Not a call centre, not an answering service.
24/7 EMERGENCY 0407 118 420 Office: (02) 4911 8420We'll call you back within 15 minutes during business hours.
We tell you the call-out fee on the phone before we dispatch anyone. You'll never get a surprise invoice from us.
Averages from our job records over the last twelve months, measured from your call to a plumber on site.
| Area | Business hours | After hours | Vans based nearby |
|---|---|---|---|
| Newcastle CBD & inner suburbs | 35 min | 55 min | 3 |
| Lake Macquarie | 40 min | 60 min | 3 |
| Charlestown & Cardiff | 25 min | 45 min | 2 |
| Maitland & Rutherford | 55 min | 80 min | 1 |
| Port Stephens | 65 min | 90 min | 1 |
| Cessnock & Kurri Kurri | 60 min | 90 min | 1 |
Times are averages, not guarantees. Storms and floods stretch everyone out — if we're going to be longer than we told you, we ring you and say so.
Pipe let go in the wall cavity at 11pm and water was pouring through the ceiling. Someone answered on the second ring. Plumber arrived in 40 minutes, isolated it, and came back the next morning to do the repair properly.
Hot water system dumped its entire tank into the garage on Christmas Day with twenty people coming over. I honestly expected an answering machine. Craig came out himself, capped it off and had a new unit in on Boxing Day.
Sewage came up through the shower on a Sunday night. Absolutely horrendous. They were here within the hour, cleared it, and organised the clean-up crew for us. Handled the whole thing so we didn't have to.
On most Newcastle homes it's in a small rectangular box set into the ground near your front boundary, usually close to the water meter. Lift the lid and you'll find a tap — turn it clockwise until it stops.
On units and townhouses there's often an individual isolation tap in the laundry, under the kitchen sink or in a wall cupboard. If you can't find it, ring us and we'll talk you through it on the phone.
$295 flat. That covers attendance and the first hour on site. If the job needs longer than that, your plumber quotes you a fixed price for the rest before continuing — nothing happens without your say so.
We tell you this on the phone before we send anyone out, so you can make the call about whether it waits until morning.
Often yes, for sudden escape of water — a burst pipe, a failed flexi hose, a hot water system that lets go. Most policies cover the resulting damage but not the failed part itself. Gradual leaks and wear and tear are usually excluded.
We supply photos, a cause-of-damage statement and an itemised scope of works with every emergency job, which is what your insurer will ask for. We deal with assessors regularly and are happy to talk to yours directly.
No. The after-hours rate is the same $295 whether it's a Tuesday at 9pm, a Sunday morning or Christmas Day. We don't think a crisis should cost more because of what the calendar says.
Depends on the job. Around 70% of our emergency call-outs are fully resolved on the night — burst pipe sections, failed valves, blocked drains and most hot water faults are all repairable on the spot with what's on the van.
Where the repair needs a wall opened up, a part we don't stock, or daylight to do it safely, we make it safe and watertight overnight and come back the next working day to finish it properly. You're not charged a second call-out for the return visit.
Call us and you'll speak to a plumber, not a call centre. Or send the form and we'll ring you back within 15 minutes during business hours.
Takes about 30 seconds. No obligation.
We'll call you back within 15 minutes during business hours. If it's urgent right now, call (02) 4911 8420 and we'll get someone moving.
