Clear answers
Before you book.
The questions that help you understand the service, its scope and the practical next step.
Does £1,400 include the repair?
Yes. For the agreed residential work, the package covers investigation, detection, tracing, necessary access or excavation, plumbing repair, parts and materials, testing and a Trace & Access report. Applicable tax is included. Decorative and remedial reinstatement are excluded.
Do I need to know where the leak is?
No. Start with what you have noticed, such as a damp patch, water loss or falling heating pressure. We choose suitable investigation methods after considering the property and its systems.
How does the £100 deposit work?
We first confirm the address, work and appointment. A £100 booking deposit is then deducted from the £1,400 package, leaving £1,300. An enquiry does not make a booking or take a payment.
Can the report help with an insurance claim?
The Trace & Access report gives you a record to submit to your insurer. Ask your insurer about approval requirements and cover before instructing work. The report does not guarantee reimbursement.
Which areas does Exact Source cover?
The directory lists 84 towns and districts across Berkshire, Buckinghamshire, Surrey, London, Hampshire, Hertfordshire, Oxfordshire and Bedfordshire. Coverage is selective. The full address, job and availability are checked before an appointment is confirmed.
Is there an extra hourly bill if the job takes longer?
There is no additional hourly charge just because the agreed residential investigation and repair takes longer. The property and job scope are confirmed first. A different or additional instruction should not be assumed to be covered by the original agreement.
What is excluded from the £1,400 package?
Decorative and remedial reinstatement, including floors, tiles, plaster, paint, cabinetry, paving and landscaping, is excluded. Drying, roofing, boiler servicing and unrelated building work are not part of the advertised plumbing package.
Will any surfaces need to be opened?
Possibly. Non-invasive methods can help reduce speculative opening, but a concealed pipe requires physical access to repair it. We explain the proposed access after considering the evidence. No method can promise damage-free results in every property.
What does the warranty cover?
The plumbing repair includes a 12-month workmanship warranty. It relates to the work performed and is not a warranty on every pipe, appliance or building component. Keep the report and the booking information supplied for the job.
Do you guarantee finding every leak?
No. Test conditions, construction, isolation and access can limit an investigation. The engineer uses methods suited to the job and explains the findings and any relevant limitations.
Are you available immediately?
Availability is confirmed for the specific address and instruction. Same-day attendance, same-day completion and a 24-hour response are not guaranteed. Immediate safety concerns need the appropriate urgent help.
Can you work in a flat or rented property?
Yes, with the appropriate instruction and access permission. Tell us who can authorise the work, and arrange access to relevant neighbouring or communal spaces if required. Shared networks may need an individual quotation.
Is a commercial property £1,400 too?
No. Business premises and larger communal systems are scoped and quoted individually. Operating hours, isolation permissions, access and reporting needs are considered before a price is agreed.
Do I need to choose the detection method?
No. Describe the symptoms and share any earlier findings. The engineer decides which methods suit the system, materials and conditions; every visit does not require every instrument.
Can you deal with a roof or condensation problem?
The advertised service is for agreed plumbing investigation and repair. If the evidence indicates roofing, waterproofing, ventilation or another building issue, that requires the relevant separate specialist.
Should I open the floor before the visit?
No. Leave surfaces intact unless urgent safety work has been advised by an appropriate professional. An informed access decision is one of the reasons for investigating before opening.