Frequently Asked Questions

Check out our FAQ below

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Find the quick answers you’re looking for! Here are the most common questions we get asked about our plumbing, heating, and refurbishment services. From emergency support to Care Plans and appointment cancellation. If you can’t find the answers you’re looking for, check out our Advice & Guides page.

We do! Whether you need a plumbing, gas or boiler repair, we can help. Please get in touch to discuss what you need fixing with our team.

We do not currently provide 24/7 emergency support. Please keep an eye on our website, as this could be subject to change.

If you need to change an appointment time, or cancel entirely, please get in touch and the Hydra Plumbing Services team will be happy to rearrange things with you.

We do and check many things to make sure our tradespeople provide the highest level of service:

  • Job inspection upon completion
  • Taking a copy of their Public Liability Certificate
  • Validating their relevant trade certificates
  • Ensuring they comply with our service levels
  • Getting them to sign our Health and Safety Statement
  • Checking their motor insurance details
  • Getting them to fill out an onboarding pack which includes things like safety declarations, and company guidelines.

We will always aim to provide you with the best service possible, unfortunately sometimes things can go wrong.

Reaching out to let us know that you've been unhappy with an experience, gives us the opportunity to put things right and continue to deliver the best possible service to all customers. The below summarises the five steps of our complaints handling process -

Step 1 - Receiving your complaint: We'll write to you to let you know we've received your complaint within 5 working days of receipt.

Step 2 - We investigate: We will do everything in our power to resolve this quickly for you, but to reach a fair outcome we need to carry out a thorough investigation, which can take time. To help with this process, we may need to contact you for additional information.

Step 3 - Keeping you updated: Our aim is to reach a conclusion within 4 weeks of receiving your complaint, but this will depend on its complexity. If we've not resolved your complaint by this time we'll ensure you're kept updated on the progress of our investigation.

Step 4 - Informing you of our decision: We will always inform you of our decision with a Contact of Final Response. This will detail all of our findings and the rationale behind our decision. We'll always attempt to inform you of our decision over the phone as well, when possible.

In the event that your complaint hasn't been resolved within 8 weeks from the date of receipt, we'll provide you with a written update on the progress of our investigation, explaining why we're not yet in a position to provide you with our final response.

At this point we'll also let you know that you have the option to refer your complaint to the Financial Ombudsman Service. We'll send you further details on the service that they provide.

Step 5 - The Financial Ombudsman Service: If 8 weeks have passed since you initially raised your complaint with us, or you're not happy with our final response, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

Please note, if you would like to make a complaint, you should always contact us first. The Ombudsman will only consider your case once you've attempted to resolve it directly with us initially.

You've got a period of 6 months to refer your complaint to the Ombudsman. This starts from the date of the final response that we send to you.

Here are the contact details of the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you would like to make a complaint, please visit our Contact Us page.

That's no problem at all, if you need someone to speak on your behalf, please contact our team. They'd be happy to help!

It's easy to change the way you pay, simply call Hydra Plumbing Services on 01793 939141, and have the new payment details ready. A member of the team will get the change sorted then and there for you.

If you're getting ready for the move, or you have already moved, simply let us know your new address and we'll update your Care Plan.

To get in touch, reach out by phone 01793 939141 or see our contact page to shoot us an email.

If you have a Care Plan such as Boiler +, which includes cover for your boiler, we'll need to carry out a boiler check on the boiler in your new home, to make sure it's safe and functioning as expected.

To cancel your policy/plan, please call us on 01793 939141.

Alternatively, email us (see our Contact Page), citing 'Care Plan Cancellation' and the type of plan you're on i.e., Boiler + / Service Care etc., in the subject.

Please get in touch with the Hydra Plumbing Services team by phone or email, and we will walk you through the process.

Have a question we haven't answered here?

If you haven’t found what you’re looking for here, check out our Knowledge & Advice section for in-depth guides and tips. Or reach out to our team by heading over to our contact page.