4th July 2019


Image result for faqsWe want your Baker Smith plumbing experience to be as quick and easy as possible. So, we have complied a list of questions most frequently asked by our customers.

Have a browse through our FAQ’s and if you still have questions about our services, availability, prices or just a little bit of help with the process then please contact our team, who will be happy to help on 01727 730590.

Q. What type of company is Baker Smith Ltd?

Baker Smith Ltd. is a limited company registered under the registration number 06057811.

Q. What time are you open?

We are open Monday to Friday from 8am to 6pm. Appointments and enquiries can be made during our normal working hours, we also take weekend calls for emergency purposes.

Q. How much will it cost?

The product you have chosen, type of service you require, and even the time of day that you need us will all affect the price of your job, but one thing remains the same – we simply don’t do hidden costs.

Q. What payment methods do you accept?

Bank transfer, cheque, cash, credit and debit cards (we regret we don’t accept American Express) are all accepted methods of payment.

Q. Do you charge a call out fee?

No, we do not charge a call out fee. We charge an hourly rate for the 1st hour – if the problem is repairable within that time and no materials or parts are required, that’s all you will pay.

Q. Is your work guaranteed?

We offer a minimum 12 month guarantee on our labour for all new installations including boiler and ventral heating installations.

Q. Do you charge VAT?

Yes, we are a VAT registered company. Our VAT number is 897610774.

Q. Do you offer a free diagnosis for boiler faults?

Unfortunately we can’t work for free. If you request a visit for a boiler fault we will charge an hourly rate for the first hour – if it is repairable within that time and no materials are required, that is all you will pay.

Q. What time will my engineer arrive?

We don’t want you waiting all day. When your appointment is booked, we offer you either an AM or PM time slot (each time slot is a 3 hour window) so you know within what time slot your engineer will be arriving. You will also receive a reminder text 24 hours before your appointment.

Q. What if I need to reschedule my appointment?

Not a problem at all. Contact our team and your appointment can be rearranged at a time that is more convenient for you.

Q. Can we trust you with a key?

Yes. We do a lot of work for landlords and agents where we collect keys, although it’s better if someone is on site in case we need to ask questions or get authorisation.

Q. Can you call me half an hour prior to arrival?

Absolutely. If you would like a reminder call then let us know at the time of your booking.

Q. I’ve got a water leak – what should I do?

Try to minimise the risk of damage to your property as much as possible. It is advisable to shut off your main water supply at the stopcock, and then contact Baker Smith to arrange a quick repair.

Q. Can you install my new washing machine/dishwasher?

We can install your new washing machine or dishwasher. Our plumber will ensure everything is installed correctly to prevent leaks in the future and make sure you have sufficient water flow to operate your appliance efficiently.

Q. Do you install bathrooms?

Yes. We are happy to quote to supply and install your bathroom or just install sanitary wear you have chosen yourself. We can also do the plastering and tiling.

Q. Why do I need to service my boiler?

It is important that you get your boiler and gas appliances inspected and serviced regularly to make sure that they are working as safely and efficiently as possible. An annual boiler service can increased the chance of detecting minor faults before they become full blown boiler problems. Many boiler manufacturers insist on regular servicing as a condition of warranty.

Q. How long will it take to service my boiler?

A boiler service normally takes 45 minutes to 1 hour to service.

Q. Do I need a Landlords Gas Safety Certificate?

If you rent out your property as a landlord you are responsible for ensuring all gas appliances are checked every 12 months and kept in good working order. Once completed, you will be issued with a certificate which must be kept.

Q. What should I do if I think I smell gas escaping or suspect a carbon monoxide leak?

You should call National Grid on 0800 111 999. This is a free, national emergency line. They will dispatch an engineer (free of charge) who will make the property safe. They will usually disable the gas supply temporarily until the required repairs can be carried out by a company like ourselves. You can then call us to arrange to have the repairs done and complete multiple tests to ensure the property is safe and restore the gas supply at the property. Remember, only gas safe qualified engineers should attend.

Q. What is a power flush?

A power flush is a process where a low pressure but high water flow pump is connected to the central heating system which pumps water through the system at a high speed. The combination of the necessary chemicals will break up and dislodge most material, limescale or black sludge build up and will leave your system working efficiently.

Q. Do I need a power flush?

If your central heating system has been under performing, your radiators are taking longer to warm up, or you are noticing cold spots on them, your system may benefit from a power flush. Contact us to discuss your system and we will advice on the best solution.

Q. What plumbing works do you carry out?

We are qualified to carry out all types of plumbing work from a simple dripping tap to shower and radiator installations.

Q. Should I install a magnetic filter on my system?

Generally we recommend magnetic filters, which is a small magnetic unit that traps any dirt, debris and sludge before it can do any damage to your boiler and controls. The filter will be cleaned at your annual boiler service.

Q. Where is the stopcock for my property located?

Most properties have two: internal and external. The internal one is most often located under the kitchen sink or under stairs. If you cannot find it or it is seized shut, the external stopcock can usually be found under a small cover in the pavement outside your property. You will need a special turnkey to turn this on or off.

Q. What should I do if my pipes bursts?

If you have a burst pipe, turn off the water at the main stopcock, turn on all your cold taps to drain the system, turn off your central heating, immersion heating and any other water heating system you may have. Once done, turn on the hot taps to drain the hot water taps to drain the hot water in your system, turn off the electrics and call Baker Smith to come and fix the problem.

Q. What should I do if I have frozen pipes?

Turn off the water supply at the main stopcock, turn on the tap nearest to where the pipe is frozen so the water can flow out once it has defrosted, thaw the pipe out (this can be done using a filled water bottle or a hair dryer. Then call Baker Smith to repair any damage.

Q. I have a blocked drain – Can you help?

Yes. Blocked drains can be a nuisance, but if caught and dealt with on time they are relatively easy to fix and you might avoid more problems like leaks, overflows etc.

Q. Do you install underfloor heating in bathrooms?

We can install underfloor heating anywhere you wish. Call us to arrange a site visit and we can estimate for underfloor heating in any room of your home.

Q. Can I supply my own materials?

Yes you can supply your own materials but we use quality products and reliable suppliers in which we are 100% confident in. You will always benefit from our suppliers discounts and access to warranties.

Q. Are the photos on your website of works that you have completed?

Yes all photos are of work we have completed.

Q. What is your response time?

We can usually get to you within an hour depending on your location. However, there are times where our engineers hit heavy traffic or their previous jobs overruns but we always endeavor to let our customers know if we are running late. Winter time is also a very busy period.

Q. How long will it take to receive an answer to my enquiry?

We pride ourselves on our fast response rate and will contact you within 2 hours of receiving your enquiry.

Q. Are you contactable out of office hours?

Yes. We can be contacted out of office hours, just dial our usual number 01727 730590.

Q. I’ve had a repair completed and it took a few minutes. Do I have to pay the full hour?

Yes. Our minimum charge is 1 hour. If work carries into a second hour then we charge in half hour increments.

Q. I have received a cheaper quote from another company but would prefer your company to complete the works. Can you match their quote?

It depends. However, it does not hurt to ask, there are some occasions when we can but regrettably some when we cannot.

Q. How much experience do your engineers have?

All Baker Smith engineers are fully qualified with at least 10 years experience. All our engineers specialise in reactive maintenance (breakdowns/emergency plumbing) so are excellent problem solvers who have come across almost every known issue possible.

Q. Are you Which Trusted Traders? Endorsed?

Yes we are.

Q. Do you sell on details to third parties?

No. Cold calls annoy us as well as everyone else, your details are only used internally by members of staff to send invoices, quotations, receipts and discuss  work with you.

Q. Who manages quality control of your workmanship?

Mark Smith. Should you not be satisfied with the completed workmanship our technical director Mark Smith will inspect the job himself. Contact our office for further details.

Q. Can you work on a budget?

Wherever possible we give you a fixed price to complete your work, this way you have peace of mind knowing the exact cost of the job, without any hidden or unexpected fees.

Q. Do you provide free quotes?

Yes. We provide free estimates for most major work, these include boiler swaps and new boiler installations, bathroom refurbishments etc.

Q. How long are your quotes valid for?

Our quotes are valid for 30 days and we’re happy to answer questions about the work. Call into the office 01727 730590.

Q. Can I book a job well in advance?

Yes. You can book a job well in advance, this can be changed or amended at any time before your appointment day.

Q. Will my home get messy?

Any major job will create some mess but we are very diligent clearing up after ourselves and complying with any house rules you may have. All our engineers clean up immediately after every job.

Q. Can I use the same engineer every time I call in?

If you would like the same person to return to carry out work for you then please ask when booking in your appointment and if they are available we will see what we can do. If this is not possible then not to worry as all of our engineers a great.

Q. Do you offer a same day emergency service?

Yes. Please call us immediately on 01727 730590 and we can send someone out to you as soon as we can.

Q. What areas do you cover?

We cover St Albans, Hatfield, Luton, Dunstable, Welwyn Garden City, Ware, Stevenage, Hertford, Letchworth, Harpenden, Hemel Hempstead, Potters Bar, Borehamwood, Stanmore, Edgware, Barnet, Bushey, Watford, Ruislip, Pinner, North London and surrounding areas.

Q. I am struggling to pay my bill. What are my options?

Please do not instruct work unless you have the finances for the proposed works. All invoices will be required to be paid immediately after works have been completed, unless agreed by prior arrangement and stated on the invoice.

Q. We are a letting agent looking for regular plumbing services, do you offer payment terms?

Yes. We work for some of the largest letting agencies within Hertfordshire and London and understand their working environments, so we usually give letting agents a strict payment term.

Q. Do you have terms and conditions?

Yes. You can view this at the bottom of our home page.

Q. Your engineer was late! Can I receive a discount?

No. We are unable to monitor all external variables, including traffic, job overruns or vehicle issues, this is why we work with AM or PM slots. Please speak to us if your appointment time has become inconvenient, we will re-arrange timings to suit you better.

Q. Do you have a complaints procedure?

Firstly, all complaints should be made by calling into our office on 01727 730590. If a satisfactory resolution cannot be reached within 21 days, where we cannot resolve any complaints using our own complaints procedures, as a Which? Trusted Trader we use Ombudsman Services for dispute resolution.

In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders in the first instance on 0117 456 6031.