General guidance from BUTCH’S Plumbing & Heating. Your appliance instructions and the findings from an individual assessment take priority.
A diagnostic fee, rather than a call-out charge
Our diagnostic fee is £80 including VAT. We investigate the reported fault and explain the findings. If the problem can be fixed there and then within the hour without additional chargeable parts or labour, the price remains £80.
Extra work is quoted first
If additional parts or labour are needed, we explain the proposed work and quote before proceeding. You can decide whether to approve it. Some intermittent or complex problems need further investigation; the first visit does not guarantee that every fault can be resolved within an hour.
What to tell us when booking
Describe the issue, when it started and whether it affects heating, hot water or both. Give us the boiler make and model if you know them, along with any displayed fault code. Mention visible leaks, pressure changes, previous repairs and access restrictions.
Your arrival window
We book an arrival window rather than an exact arrival time. The office confirms the appointment and assigned engineer. Keep the appliance and controls accessible and have someone available to explain the symptoms. A booking request is subject to confirmation.
After diagnosis
We explain what we found, what was completed and any recommended next steps. If parts or a return visit are needed, we agree the quote and arrangements with you. Joining Homecare does not automatically cover an existing fault; any exception must be agreed in writing.