How to choose a plumber in the UK

Do plumbers need a licence?

For ordinary plumbing, no. Leaks, taps, toilets, bathrooms and drains do not need a licence. There is no register of plumbers that you can look someone up on.

Gas is different. Anyone who works on gas appliances or gas pipes must be on the Gas Safe Register. Doing gas work without being registered is a crime, not a small mistake. The rule is there because bad gas work can cause fires, explosions and carbon monoxide poisoning.

How do I check a Gas Safe engineer?

Ask to see the engineer's Gas Safe ID card before they start. Check both sides. The front shows a photo and the licence number. The back lists the types of gas work they can do, each with its own expiry date.

This matters because being registered is not enough. An engineer who is approved for cookers may not be approved for boilers. Look for the type of job you need and make sure the date has not passed.

Then check the licence number yourself. You can search the Gas Safe Register website, or phone 0800 408 5500. A logo on a van, a website or a business card proves nothing.

Do I need a plumber or a heating engineer?

A plumber usually deals with water: leaks, taps, toilets, pipes and bathrooms. A heating engineer deals with your boiler and radiators.

The word on the van does not matter as much as the work. If the job touches gas, the person doing it must be Gas Safe registered, whatever they call themselves. If it is only water, they do not need to be.

What else should I check for non-gas work?

With no licence to check, you are looking for someone who is accountable. That means someone you could complain about, and someone with insurance if something goes wrong in your home.

• Trade body membership. Examples are the Chartered Institute of Plumbing and Heating Engineering and the Association of Plumbing and Heating Contractors. In Scotland and Northern Ireland, look at SNIPEF. A trade body gives you a complaints route above the plumber.
• Public liability insurance. Ask for proof. It pays out if the plumber damages your home.
• A company number. If the business is a limited company, you can look it up for free on Companies House.
• Reviews that you read for patterns. One bad review is noise. Five that say the plumber turned up late and left a mess are a warning.

How do I get a fair quote?

Ask at least three plumbers for a quote, and ask for it in writing. Make sure each quote covers the same job. A cheap quote that leaves out parts, disposal or making good is not cheap.

Ask for the price to be split into labour, parts and VAT. Ask whether it is a fixed price or an estimate that could rise. If one quote is far lower than the others, ask what it leaves out before you call it a bargain.

• Is the price fixed, or an estimate?
• Does it include parts, VAT and taking away the old unit?
• What is the call-out charge, and is it taken off the final bill?
• What guarantee comes with the work, and for how long?
• Who will do the job: you, or someone you have not met?

How much deposit should I pay?

For a small repair, you normally pay when the job is done. For a bigger job, a deposit towards materials is fair. Which? advises paying no more than a quarter up front.

Be careful with anyone who wants most of the money first, or who only takes cash. If you pay by credit card, you may get extra protection on purchases over £100. Ask your card provider how it works.

What about emergency call-outs?

Emergency plumbers charge more, and that is fair. What matters is that you know the terms before they arrive. Ask for the call-out fee, the minimum charge, and what counts as out of hours. Ask whether the fee covers any work or only the visit.

If you smell gas, do not wait for a plumber. In Great Britain, call the National Gas Emergency Service on 0800 111 999. Open the windows, turn off the gas at the meter if you can reach it safely, and leave the building. Do not use light switches or a naked flame. Northern Ireland has a different number, so check your gas supplier's bill.

What are the warning signs?

• Pressure to say yes today, or a discount that ends today.
• No written quote, or a refusal to explain the price.
• A big payment up front, or cash only.
• A claim to be Gas Safe registered with no card to show.
• Only a mobile number and no address.
• A knock at the door from someone who says they noticed a problem.

What if the work goes wrong?

The law is on your side. Under the Consumer Rights Act 2015, work must be done with reasonable care and skill. If it is not, you can ask for the work to be repeated or for some money back.

Start by telling the plumber in writing, with photos and dates. If that does not work, use the complaints route of their trade body. Citizens Advice can tell you your next step, and the small claims court is there as a last resort.

If you think gas work is unsafe, do not wait. Turn the appliance off and report it to the Gas Safe Register, which can investigate.

What paperwork should I keep?

• The written quote and the final invoice.
• The engineer's name and Gas Safe licence number for any gas work.
• A compliance certificate for a new boiler. Your installer should arrange it.
• The manufacturer's warranty. Many need a yearly service to stay valid.