Frequently Asked questions
We love to chat to customers, so the best way to get in touch is by calling us on: 0161 884 1110. Your time is also precious though so you can also contact us via email here, by clicking the get in touch page on our site, via Facebook Messenger, Instagram and on our Google My Business page.
If it’s an emergency a call is always the best way for us to help you with your plumbing and heating issue as quickly as possible.
All our Engineers are fully qualified and experienced Plumbing & Heating Engineers, as well as Gas Safe registered. They are covered under our Gas Safe Registration and are fully insured to £5 million under the Lacey Plumbing and Heating Ltd Public Liability Insurance.
When are your offices open?
Lacey Plumbing and Heating’s opening hours are Monday to Thursday, 8:00am – 5pm and Friday 8:00am – 4:30pm. If you call outside of these hours we will do our best to get in touch as soon as we are open. For existing customers we offer an emergency service by leaving a voice message which is monitored outside of hours by one of the team.
Do you employ your own plumbing & heating engineers?
All Lacey Plumbing and Heating engineers are employed by the business. This ensures that we can tell you exactly who will be carrying out your work. We know their specialist skills and can match these for the right jobs. In most cases we will send the same engineer to your home for every job so that you get to build a great relationship with them and can trust our team.
Can I come and visit the team at your office?
Absolutely! All customers are welcome to come to visit the Lacey Plumbing team at our office based in Radcliffe, Bury. We don’t have a showroom but we do love to meet customers face to face.
We do have office dogs who are sometimes in the office. If you don’t like dogs please let us know and we’ll keep them out of the way for your visit.
What warranties can you offer on your boiler installations?
Lacey Plumbing and Heating are Worcester Accredited Installers, which means we fit at least 100 Worcester boilers per year. We can offer an exclusive 12 year manufacturers guarantee on the new Worcester 8000 and a 10 year guarantee on the Worcester 4000.
We are also Ideal Max Installers which means we can offer a maximum of 12 years manufacturers warranty on some Ideal boilers that we install.
On Baxi boilers we can currently offer a 7 year manufacturers warranty.
Are you members of any trade organisations?
Lacey Plumbing is Gas Safe registered, WIAPS Approved Plumbers and WaterSafe registered. We are also registered with Which? Trusted Traders and have passed Which?’s stringent rules to become one of its members.
What information do you take from and and what do you do with it?
When we book you for a quote or job, we will record your full name and address and the issue that you are calling about. We also take your contact telephone number and email address so that we can send you a text message and email confirmation of your appointment times and written quotations.
We also process all our payments via email.
If you have your boiler serviced annually we will send you a reminder by text, phone and email annually.
Which boiler brands do you service?
We can service most boiler brands. If you tell us which brand your boiler is we’ll tell you if we can service it. We can service older boilers but again we can advise when you call us.
We also service boilers in commercial premises. Please just enquire and we’ll be happy to advise.
Where can i find real customer reviews about your services?
If you want to speak to any of our customers just ask and as long as they give consent we are happy for you to get in touch to find out about our work.
Do you charge a call out fee?
We don’t charge a call out fee for just attending your home or business. We do however have a minimum ‘aim to fix’ charge. When we attend your home or business, we’ll ‘aim to fix’ your issue within the hour for a set fee plus materials. This is currently £90.00. All our costs include VAT unless stated (e.g for a business). If our engineer attends to your problem and within the first 10 minutes he thinks it’s going to be more costly than our standard charge he will ‘down tools’ and call the office.
We charge the ‘aim to fix’ as a one-hour minimum charge and then in 30-minute increments going forward. We would prefer to give you a fixed quotation and will endeavour to do this. However, in some emergency plumbing and heating situations, this isn’t always possible. This will be explained in person and followed up in writing.
Please see the section on charges for a list of our most common charges.
How do I pay for your services?
For larger jobs we take a 50% deposit with the remaining 50% fee due on completion.
For all other Lacey Plumbing and Heating jobs, payment is due on completion of works. You can pay our engineer directly or call the office before the engineer leaves and make a payment over the phone.
You will receive an invoice on completion which has our bank details on and a link to pay by card. You are welcome to pay by bank transfer.
We only accept cheques in exceptional circumstances.
How do your appointment times work?
We split our appointment times as a morning (8am – 12pm) or an afternoon (12pm – 5pm) appointment, with our engineers arriving any time between those hours. The reason we do this is due to the nature of the work that we do – sometimes jobs run over the scheduled time.
Don’t worry though we will always communicate with you on any delays that might happen. We will try to accomodate around your times the best we can.
How much does Lacey Plumbing & Heating charge?
For the majority of plumbing and heating works we will provide you with a written quotation. We believe this provides you with peace of mind knowing that you wont be paying any more for your work and that you have choice in whether to go ahead with the works or not. Some of our work is charged at a fixed rate such as boiler servicing and gas safety checks. Please see our charges section.
Do you offer finance on boiler installations?
You can pay for your boiler installation in convenient monthly payments. This is available via Hitachi Finance. Rates start from 0% and are subject to certain criteria. Lacey Plumbing & Heating Ltd is registered with the FCA.
Please ask one of the team if you would like to buy your boiler by monthly payments.
Do you charge for a boiler breakdown diagnosis?
Yes, we do charge for diagnosising a boiler breakdown. Our engineer will attend your property and use his expertise to diagnose your boiler issue. We will then provide you with the most cost-effective way to repair your boiler which will be at a fixed cost.
What happens after you have visited my home for a survey?
Following a survey at your home for a new boiler, bathroom or other plumbing and heating works you will receive a quotation via email. You should receive your quotation within three working days. Bathroom quotations can take a little longer and should be with you within five working days. If there is going to be a delay you will receive a call from one of our office team.
Which boiler brands do you install?
We install most major boiler brands. The main brands that we fit are Worcester Bosch, Ideal and Baxi boilers. Lacey Plumbing & Heating aims to provide you with a quality installation with all warranty and Gas Safe registrations completed by us, so that your boiler is covered by warranty and installed and registered by our Gas Safe engineers.
If you have a budget in mind for your installation we can provide you with the best advice on the boilers that are available and the warranties on these boilers.
Can I pay for my boiler service by monthly payment?
Yes we offer a convenient way to pay for your boiler service through the Lacey Plumbing and Heating Service Plans, so your payments are low and you never forget to have your boiler serviced.