Contact Us: Phone, Booking and Where We Are Based

How do I reach an engineer?

One number reaches someone who can dispatch, not a message service. Call it and you will have an arrival window and a price for attending before the call ends. The form on this page reaches the same people.

The number is 07446 375079 and it is answered at any hour by an engineer rather than by an answering service. The distinction matters at three in the morning: a person who can dispatch takes the description, decides whether the call is an emergency, and gives isolation instructions while another engineer travels. A message service takes a name and a number and does none of the three.

The booking form on this page reaches the same people and produces the same written confirmation. A form suits a fault nobody is standing in — a dripping tap, a slow-filling cistern, a bathroom to be quoted. A running leak belongs on the telephone.

What are your hours?

The telephone is answered around the clock for emergencies. Premises attendance hours are stated separately below, because they are a different fact — the phone being answered at 3am does not mean anyone can be visited at 3am.

The line is answered 24 hours a day, seven days a week, including bank holidays. That is a statement about the telephone and about emergency attendance, both of which run continuously.

The address at 32 Northampton Square, London EC1V 0ES is a working base, not a public counter. Rillwater Plumbing & Heating is a service-area business: engineers travel to the customer’s property and there are no premises attendance hours to publish, because there is nothing at the address a customer visits. Non-urgent work is booked into morning or afternoon windows at the property instead.

What should I have ready when I call?

Three things move the call along: your postcode, a plain description of what is happening, and whether water is running now. The third decides whether this is a same-hour attendance or a booked appointment.

• The postcode. It settles the borough, the travel time and the supply zone in one value.
• A plain description. Which room, which fitting, what changed and when it changed.
• Whether water is running now. This single answer routes the call to an emergency or to a window.

Two further details shorten the visit rather than the call: the make on the tap body or the model plate on a cylinder, and how the fitting is reached — behind a panel, inside a boxed riser, under a fitted unit. Both decide what comes off the van.

Do you cover my postcode?

We attend sixteen London boroughs, listed in full on this page and in the checker above. Enter a postcode and it answers before you call. Outside those boroughs we will say so rather than take the booking.

The sixteen are Barnet, Bromley, Camden, Croydon, Ealing, Greenwich, Hackney, Hammersmith and Fulham, Islington, Kensington and Chelsea, Lambeth, Lewisham, Southwark, Tower Hamlets, Wandsworth and Westminster. The checker matches a real postcode set rather than a decorative list, and a postcode returning no is a postcode no engineer attends.

How quickly will someone attend?

An arrival window is confirmed on the call, before anyone sets off. Emergencies are prioritised by whether water is still escaping and whether the property has vulnerable occupants, not by order of booking.

Priority is set on the call and stated on the call. A live escape moves ahead of a booked appointment, and a property with an occupant who cannot manage without water or heat moves ahead again. Everything else takes the next window, and a booking displaced by an emergency is told before it happens rather than after the window has passed.

The window carries a start and an end, and the engineer’s name goes into the same written confirmation. A message follows when the engineer leaves the previous job, which is the point the window becomes an arrival time.

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