Frequently Asked Questions
Browse our FAQs for quick and easy answers to commonly asked questions. Jump to the section you need.
Home FAQs
General Questions
What is a video estimate?
A video estimate allows us to assess your plumbing, heating, or electrical issue via a video call. This convenient option lets you show us the problem without requiring an in-person visit, saving time and helping us prepare for the job.
Do you charge for travel time?
No, we do not charge for travel time, ULEZ or for the London Congestion Charge.
What forms of payment do you accept?
We accept debit and credit cards, internet/telephone banking transfers, and cash payments. Cheques are not accepted.
Do you guarantee your work?
Yes, we offer a 12-month guarantee on all work, covering claims up to £1,000 (T&Cs apply).
Do you offer emergency services?
Yes, we provide 24/7 emergency plumbing and heating services to ensure you’re never left in a bind.
Plumbing
Can plumbing vents have bends?
Yes, plumbing vents can have bends, but proper installation is crucial to ensure the vent works efficiently and complies with building regulations.
What plumbing is needed for a dishwasher?
Dishwashers typically require a water supply line, a drain line, and an electrical connection. We can ensure proper installation to avoid leaks or drainage issues.
How does the plumbing system in a house work?
The plumbing system delivers fresh water to your fixtures through supply pipes and removes wastewater via the drainage system. Proper venting and traps ensure efficient operation and prevent sewer gases from entering your home.
Why does my plumbing make noise?
Noisy plumbing could indicate water hammer, high pressure, or air in the pipes. We can diagnose and resolve the issue quickly.
Electrical Questions
Why does my circuit breaker keep tripping?
Tripping can be caused by overloaded circuits, faulty appliances, short circuits, or wiring issues. We use specialist testing to diagnose the exact cause.
How often should I have electrical testing done?
Homeowners should have an EICR (Electrical Installation Condition Report) every 10 years, or every 5 years for landlords.
Can you install EV chargers?
Yes, we install home EV charging points and can advise on available grants to reduce installation costs.
What is an EICR?
An EICR (Electrical Installation Condition Report) is a safety inspection of your property's electrical installation. It's required for landlords and recommended for homeowners.
Boiler & Gas Questions
How often should I service my boiler?
It's recommended to service your boiler annually to ensure it runs efficiently, prevent breakdowns, and comply with warranty requirements.
What is a Gas Safety Certificate, and do I need one?
A Gas Safety Certificate (CP12) is a legal requirement for landlords in the UK. It confirms that all gas appliances, flues, and fittings have been inspected and are safe. Homeowners aren't legally required but we advise annual checks.
What should I do if my boiler loses pressure?
Low boiler pressure is often caused by leaks or bleeding radiators. You can top up pressure using the filling loop, but if it persists, call us to check for leaks or faults.
Why is my boiler making strange noises?
Noises such as banging, whistling, or gurgling could indicate trapped air, low water pressure, or limescale build-up. Best to have a Gas Safe engineer investigate.
What are the signs my boiler needs replacing?
Frequent breakdowns, rising energy bills, strange noises, or if your boiler is over 10-15 years old. Modern boilers are far more energy-efficient.
What should I do if I smell gas?
Turn off gas at the mains, open windows and doors, and immediately call the Gas Emergency Helpline at 0800 111 999. Don't use electrical switches or naked flames.
How do I bleed my radiators?
Bleeding radiators involves releasing trapped air to improve heating efficiency. Turn off your heating, use a radiator key to open the valve, and let the air escape until water flows steadily. Tighten the valve and check the boiler pressure after.
How do I know if my engineer is Gas Safe registered?
Always ask to see your engineer’s Gas Safe ID card, or check their registration number on the official Gas Safe Register website. All Zoom247 gas engineers are Gas Safe registered.
How do I know if my engineer is Gas Safe registered?
Always ask to see your engineer’s Gas Safe ID card, or check their registration number on the official Gas Safe Register website. All Zoom247 gas engineers are Gas Safe registered.
Is it safe to install a boiler in a bedroom?
Yes, but it must be a room-sealed boiler to prevent the risk of carbon monoxide poisoning. At Zoom247, we can confirm if your boiler meets these requirements.
Drainage Questions
What causes blocked drains?
Common causes include fat and grease build-up, wet wipes, sanitary products, tree roots, and foreign objects. We can identify the cause with CCTV surveys.
How quickly can you unblock a drain?
Most blockages are cleared within 1-2 hours of arrival using high-pressure jetting equipment.
What is a CCTV drain survey?
A CCTV drain survey uses specialist cameras to inspect inside your drains, identifying blockages, damage, and structural issues.
Can you fix collapsed drains?
Yes, we repair collapsed drains using excavation or no-dig drain relining methods, depending on the damage.
Energy Efficiency & Upgrades
What is a combi boiler, and is it right for me?
A combi boiler provides heating and hot water on demand, without needing a separate tank. It’s ideal for smaller homes with limited space. Speak to our team to ask whether a combi boiler is right for you.
Can I save money by upgrading my boiler?
Yes, upgrading to a modern, energy-efficient boiler can reduce your energy bills and carbon footprint significantly . New boilers with smart controls offer even greater efficiency.
Do I need a smart thermostat?
Smart thermostats allow you to control your heating remotely and can help you optimise energy use, saving money over time. At Zoom247, we recommend installing smart thermostats where possible.
How can I improve the efficiency of my heating system?
Regular servicing, bleeding radiators, installing thermostatic radiator valves (TRVs), and using a smart thermostat can all improve your system’s efficiency.
Landlord-Specific Questions
What heating and gas safety responsibilities do landlords have?
Landlords must arrange annual Gas Safety Checks by a Gas Safe engineer for all gas appliances and provide tenants with a Gas Safety Certificate (CP12). They are also responsible for ensuring heating systems are in good working order. Speak to our experienced team for advice.
What happens during a landlord Gas Safety Check?
A Gas Safe engineer will inspect gas appliances, flues, and pipework to ensure they are safe and compliant. You will receive a Gas Safety Certificate if the checks are passed.
Commercial / Business FAQs
General Questions
What is your response time for emergency services?
We aim to respond within 1–2 hours for urgent calls in London. This ensures that critical issues are addressed promptly to minimise operational disruption.
Do you offer emergency services for businesses?
Yes, we provide 24/7 emergency plumbing and heating services to ensure you’re never left in a bind.
What is a video estimate?
A video estimate allows us to assess your plumbing, heating, or electrical issue via a video call. This convenient option lets you show us the problem without requiring an in-person visit, saving time and helping us prepare for the job.
Do you charge for travel time?
No, we do not charge for travel time or the London Congestion Charge.
What forms of payment do you accept?
We accept invoice payments via debit and credit cards, internet/telephone banking transfers, and cash payments. Cheques are not accepted.
Do you guarantee your work?
Yes, we offer a 2 year guarantee on all work.
Emergency Services Questions
How quickly can you respond to an emergency?
We aim to respond within 1-2 hours for emergencies across London. Life-safety emergencies (gas leaks, major flooding, dangerous electrical faults) are given absolute priority.
What are your emergency rates?
- Standard hours (Mon-Fri, 8am-6pm): £145/hr
- Out of hours (evenings, nights, weekends, bank holidays): £225/hr
- No charges for travel time, ULEZ, or Congestion Charge
Are you really available 24/7?
Yes, truly 24/7/365. Real engineers on call every hour of every day including Christmas Day, New Year's Day, and all bank holidays.
What areas do you cover?
We cover all London boroughs and can often respond to urgent cases in surrounding areas. Call us to confirm coverage for your location.
Will you make the situation safe even if you can't complete the repair?
Absolutely. If we need specialist parts or additional time, we'll make the situation safe (isolate water, secure electrics, etc.) and schedule the completion as quickly as possible.
Do you work with insurance companies?
Yes, we work with insurance companies for emergency repairs and can provide detailed reports, photos, and documentation for claims.
Can I call for a second opinion if another company couldn't fix the problem?
Absolutely. We love a challenge and often resolve issues other companies couldn't fix. Many of our emergency call-outs come from customers let down by others.
What should I do while waiting for your engineer?
- Burst pipe: Turn off water at mains stopcock, move valuables away from water
- Gas leak: Turn off gas at meter, open windows, evacuate building, don't use electrical switches
- Electrical issue: Turn off power at main switch if safe to do so
- Major leak: Turn off water supply, place buckets, move belongings
Do you provide temporary solutions?
Yes, if a permanent fix isn't possible immediately (due to parts availability or scope of work), we'll implement a temporary solution to keep your business operational.
Can you coordinate with other trades if needed?
Yes, we have a multi-trade team and can coordinate complex emergencies requiring plumbing, electrical, and other services simultaneously.
Will you clean up after emergency work?
Yes, we'll clean up our work area after completing emergency repairs. For major flooding or water damage, we can recommend specialist cleaning and drying services.
Commercial Boiler & Gas Questions
How often should commercial boilers be serviced?
Commercial boilers should be serviced annually at minimum to ensure efficiency, safety, and compliance. High-use systems may need servicing every 6 months.
What is a CP42 certificate, and do I need one?
A CP42 is a commercial gas safety certificate that's legally required for all commercial premises. It confirms all gas appliances, pipework, and flues have been inspected by a Gas Safe engineer and meet safety standards.
What should I do if I smell gas?
If you smell gas:
- Turn off the gas supply at the mains immediately
- Open windows and doors
- Do NOT use electrical switches or naked flames
- Evacuate the building
- Call the Gas Emergency Helpline: 0800 111 999
- Contact Zoom247 for emergency repairs once safe
How quickly can you respond to a gas emergency?
We aim to respond within 1-2 hours for gas emergencies across London, with life-safety cases given absolute priority.
What are the signs my commercial boiler needs replacing?
Common signs include: frequent breakdowns, rising energy bills, difficulty maintaining temperature, strange noises, visible corrosion, or if your boiler is over 15 years old. We can assess whether repair or replacement is most cost-effective.
Can you work outside business hours?
Yes, we're available 24/7 and can schedule installations and maintenance during evenings, weekends, or outside your operating hours to avoid disrupting your business.
What's included in a commercial boiler service?
Our comprehensive service includes:
- Full system inspection and testing
- Gas pressure and flow checks
- Safety device testing
- Flue and ventilation inspection
- Component cleaning and adjustment
- Efficiency testing
- Detailed service report
- Gas Safe compliance documentation
Do you provide Gas Safe certification?
Yes, all our engineers are Gas Safe registered, and we provide all necessary Gas Safe certificates and compliance documentation for your records.
What types of commercial boilers do you work with?
Yes, all our engineers are Gas Safe registered, and we provide all necessary Gas Safe certificates and compliance documentation for your records.
Do you offer planned preventive maintenance contracts?
Yes, we provide tailored PPM contracts including scheduled servicing, Gas Safe inspections, priority emergency response, and full compliance management. Contact us for a free site survey and quotation.
Can you handle large-scale commercial boiler projects?
Yes, we have extensive experience with large commercial installations including office buildings, hotels, hospitals, and industrial facilities.
What is power flushing and does my system need it?
Power flushing removes sludge, rust, and debris from your heating system, improving boiler efficiency and preventing breakdowns. We recommend it if you have cold radiators, noisy pipes, or frequent boiler issues.
Commercial Heating & Cooling Questions
How often should commercial heating and cooling systems be serviced?
Commercial heating systems should be serviced annually, while air conditioning units should be serviced at least once a year (ideally before summer). High-use systems may require more frequent maintenance.
What size air conditioning system does my commercial space need?
The right size depends on your space size, ceiling height, number of occupants, heat-generating equipment, and sun exposure. Our engineers will assess your property and recommend the most suitable system.
Can you work outside business hours to avoid disruption?
Absolutely. We're available 24/7 and can schedule installations and maintenance during evenings, weekends, or outside your operating hours.
What is BMS integration for heating and cooling?
Building Management System (BMS) integration connects your climate control to a central platform, enabling remote monitoring, automated scheduling, energy optimization, and early fault detection.
Do you provide energy efficiency assessments?
Yes, we conduct HVAC energy efficiency audits to identify cost-saving opportunities and recommend system upgrades that reduce energy bills and carbon emissions.
What types of commercial properties do you work with?
We work with offices, retail spaces, warehouses, hotels, restaurants, gyms, medical facilities, schools, industrial buildings, and multi-occupancy developments across London.
How quickly can you respond to heating or cooling emergencies?
We aim to respond within 1-2 hours for emergency call-outs across London, with critical business cases prioritized.
Do you offer planned preventive maintenance contracts?
Yes, we provide tailored PPM contracts including scheduled servicing, inspections, priority emergency response, and compliance management. Contact us for a free site survey.
Commercial Drainage Questions
How quickly can you respond to a drainage emergency?
We aim to respond within 1-2 hours for drainage emergencies across London, with severe cases (such as sewage flooding) given absolute priority.
What causes commercial drain blockages?
Common causes include: grease and fat build-up (especially in kitchens), foreign objects, wet wipes, sanitary products, scale build-up, tree root ingress, collapsed pipes, and structural damage.
How often should commercial drains be cleaned?
We recommend quarterly drain cleaning for high-use commercial kitchens and restaurants. Other commercial properties should have drains professionally cleaned at least annually to prevent blockages.
What is a CCTV drain survey?
A CCTV drain survey uses specialist cameras to inspect the inside of your drains and sewers. It identifies blockages, damage, root ingress, and structural issues. We provide a detailed report with video footage and recommendations.
Can you work outside business hours?
Absolutely. We're available 24/7 and can schedule drain maintenance and repairs during evenings, weekends, or outside your operating hours to avoid disrupting your business.
Do you provide drain maintenance contracts?
Yes, we offer tailored drainage maintenance contracts including scheduled cleaning, CCTV surveys, grease trap servicing, and priority emergency response. Contact us for a free site survey.
What is drain relining?
Drain relining is a no-dig repair method that creates a new pipe inside your existing damaged drain. It's cost-effective, minimally disruptive, and can last 50+ years.
Do restaurants need grease traps?
Yes, most commercial kitchens, restaurants, and catering facilities are required to have grease traps to prevent fats, oils, and grease entering the main drainage system. Regular servicing is essential for compliance.
Can you fix collapsed drains?
Yes, we repair collapsed drains using excavation and replacement or no-dig relining methods, depending on the extent of damage and site conditions.
What's included in a drainage maintenance contract?
Our drainage maintenance contracts typically include:
- Scheduled drain cleaning and jetting
- Regular CCTV inspections
- Grease trap servicing (if applicable)
- Priority emergency response
- Detailed maintenance reports
- Cost predictability
How do you prevent tree roots in drains?
We remove existing roots using high-pressure jetting and mechanical cutters, then recommend drain relining to prevent future root ingress. Regular CCTV surveys help detect root problems early.
Do you work with insurance companies?
Yes, we work with insurance companies and can provide detailed reports and documentation for drainage insurance claims.
Long-Term Solutions
Do you offer planned preventive maintenance (PPM) contracts?
Yes, we provide PPM contracts tailored to your business needs. These contracts include regular inspections and maintenance schedules to minimise unexpected issues and ensure smooth operation.
Can you service multiple locations under one contract?
Absolutely. We offer flexible service agreements that can cover multiple properties, helping streamline your maintenance across locations.
Can you provide ongoing support for seasonal maintenance needs?
Yes, we offer comprehensive compliance testing to ensure your business adheres to all safety regulations. Certificates are provided upon completion.
Compliance & Efficiency
Can you conduct compliance testing for gas and electrical systems?
Yes, we offer comprehensive compliance testing to ensure your business adheres to allsafety regulations. Certificates are provided upon completion.
Can you provide energy-efficiency audits?
Yes, we conduct energy-efficiency audits to help businesses identify cost-savingopportunities and reduce their carbon footprint.
Advanced Services
Do you provide commercial-grade plumbing and heating systems?
Yes, we specialise in the installation, repair, and maintenance of commercial-grade systems designed to handle higher usage demands and meet compliance standards.
Do you offer installation and maintenance for smart building systems?
Yes, we provide full support for smart building systems, including installation, integration, and ongoing maintenance, ensuring your business benefits from modern technology.
