Pimlico Plumbers

My fridge unfortunately broke, so I booked Pimlico Plumbers to remove and dispose of the old fridge and to send a carpenter to repair the integrated cabinet door. I was charged £80 + VAT for the fridge removal, £130 + VAT for the carpenter, plus a £110 plumber charge. These are all charged at hourly rates, and I paid a total of £384 upfront. Before anything else, I want to make it clear that I have nothing against the plumber or carpenter who attended. They were both polite, professional and courteous throughout the visit. My dissatisfaction is with the company’s charging policy and the way the job was handled, not the individuals themselves. Both the plumber and carpenter were at my property for less than 15 minutes. During the visit, the carpenter believed I had not yet paid for the £80 fridge removal fee and asked me to pay it. I had to explain that I had already paid the full amount of £384 upfront. I found this quite awkward and concerning, as it suggested there was a lack of communication regarding my booking and payment. The carpenter inspected the door and told me the hinge needed replacing. He also said he would normally carry these hinges but had used all of his stock, so he was unable to complete the repair. When I called the office afterwards, I was told I would have to pay for another full hour of the carpenter’s time, as well as the replacement hinge, for him to return and finish the job. What made this even more frustrating was that the carpenter described the hinge as a common, standard hinge, whereas the customer service representative told me it was a special hinge that they do not usually keep in stock. I received conflicting explanations. My main concern is that I was charged an hourly rate for a visit where the repair could not be completed due to a lack of parts, and then expected to pay another full hour of the carpenter’s time, plus the cost of the replacement hinge, to complete what was originally booked. Given the carpenter’s visit lasted less than 15 minutes and the repair could not be completed, I found it difficult to understand why I was expected to pay another full hourly charge for the return visit. It left me feeling as though I was being charged twice before the original job had even been completed. I rarely leave negative reviews, but I feel other customers should be aware of this experience before booking. In my opinion, the company’s charging policy is unfair in situations like this. Sadly, this will be my first and last time using Pimlico Plumbers. Customer retention is built on trust and fairness, and I don’t feel this experience reflected either. I chose to pay a premium because I expected a high standard of service and a smooth customer experience, but unfortunately that was not my experience. Based on what happened, I would not use this service again.

Excellent service from start to finish. We had an emergency leak from the upstairs bathroom coming through the kitchen ceiling, and Tony arrived within an hour of our call. He quickly identified and fixed the issue within a few hours, and fortunately had the parts needed with him, hence no time wasted. Professional, efficient and reassuring throughout — highly recommended.

I recently had the pleasure of working with Louis, our gas engineer, who has been coming regularly to check our gas system. His professionalism stands out from the moment he arrives! Louis is always punctual and well-prepared, which I appreciate. He conducts through inspections with an impressive level of expertise. Every visit is quick yet efficient. Thank you Anna

I was really surprised to be billed for two hours for 40 minutes of work because the plumber didn’t have a replacement flush valve when he attended a reported continuously flushing toilet I called Pimlico Plumbers one morning regarding my toilet that was continuously flushing and made a booking for later that morning. On the call I think I mentioned that my toilet was a Geberit. I paid upfront the mandatory fee of the first hour. The plumber turned up as scheduled and identified the issue as a broken flush valve. He said that he didn’t have the replacement part and that he would source it for the following morning and then attend immediately after. He said that the part would be £55 and would that be okay? In total his visit took around 10 minutes. Later that day I received an invoice that I found a bit confusing, with a total to be paid of £156 (the hourly rate) and ‘recommendations’ for one hour of labour at £156 and the replacement part at £55. I thought that this meant that the total time for the job was estimated to be one hour, which I believed I had already paid. The plumber attended again the next morning as promised and fixed the toilet with the replacement part. This took around 30 minutes. He then said as he was leaving that he would invoice me for the work. I said that I had already received the invoice but that the total hadn’t included the replacement part. He told me that that was the first day’s total and that I would have to pay for another hour. It turns out that Pimlico charge a minimum of a one hour fee (£156) per visit, rather than per job as I initially believed. I was really surprised by this, and I don’t believe that the plumber was fully transparent about it when he was telling me that the part would incur a cost (although he did of course put it in writing on the invoice, which I then misinterpreted). I also would argue that the job was not conducted with ‘reasonable care and skill’ (Consumer Rights Act 2015). I did describe the issue when making the booking, so I would usually expect the plumber to have the parts that my job might require in his van. In any case I would argue that a Geberit flush valve is a part that a customer would reasonably expect a plumber charging premium hourly rates to have stocked in their van, and if they happened not to they should not charge for the extra day (which was very inconvenient for me) it took to source it. In the end, customer service eventually gave me 10% off the second day’s labour and the replacement part as a goodwill gesture, but I generally found them to be quite aggressive. From the very day of the job they were imposing payment deadlines on me and making statements about contacting credit collection agencies if I didn’t adhere to those deadlines, which would then apparently incur extra fees and also potentially impact on my credit rating. In conclusion, I would strongly advise against using Pimlico Plumbers. From a purely theoretical perspective, if you have a fee system that rewards the plumbers at your company for not having the parts to complete jobs on the first visit, then you could reasonably argue that this results in the average company van being less well-stocked. In my case, I am at fault for not correctly interpreting or querying the recommendations on the invoice. However, it is also true that as soon as the plumber turned up for a reported continuously-flushing toilet without a replacement flush valve for one of the most ubiquitous cisterns in the country I was trapped with either a £156 loss and a broken but diagnosed toilet or a £367 bill (reduced to £350.50) and a fixed one. I then experienced a great deal of stress trying to engage in a dialogue with the customer services representative who from the day that my toilet was fixed employed the use of deadlines and made statements about contacting credit collection agencies and the incurring of extra charges. Overall, it was an experience that I wouldn’t wish on anyone.

Pimlico offers a reliable, trustworthy and efficient service. My “go to” company for all home improvement, repair and servicing issues in central London. These are photos of recent installations in my small kitchen and bathroom. Very happy with the result. I also had the electrical fuse board upgraded plus kitchen appliances all checked/tested and rewired. I am now confident that my electrical wiring complies with code.

I would like to say a huge thank you to Tariq at KC Plumbing and Heating for the amazing work carried out. Tariq was professional, reliable, and extremely helpful throughout the whole process. The quality of workmanship was excellent, and everything was completed to a very high standard. Thank you so much for your time, support, and dedication. I highly recommend KC Plumbing and Heating to anyone looking for a trustworthy and skilled plumber. Outstanding service from start to finish! Thank you so much.

My toilet flush broke recently, so I called Pimlico Plumbers to take a look. The call-out charge alone was over £130. After a quick inspection, the plumber told me that all the internal parts were obsolete, couldn't be sourced anywhere, and that the only solution was to replace the entire toilet and re-tile the area. They then provided a quotation of over £5,000. Fortunately, I decided to get a second opinion. Another plumber came out, found the required parts without any difficulty, replaced the flush button and seal, and fixed the issue completely. Based on my experience, I'd strongly recommend avoiding Pimlico Plumbers. It felt like they were more interested in pushing unnecessary major works than providing a practical and cost-effective repair.