Our protocol
How we come into your home, in full
This is the standing rule for every visit, whoever comes. If a step can't happen, the technician says so and tells you why.
- 01
Step 1: We call ahead
The office calls or texts the evening before to confirm the window and who is coming. The technician calls again when the van is on its way.
You pick call or text on the form
If the time stops suiting you, we move it
If we are running late, you hear it from us first
- 02
Step 2: Shoe covers go on
Clean covers go over boots at the door, before the technician steps onto your floor, and stay on in every room we enter.
A fresh pair for each visit
Off at the door when we step out to the van
Outside work, like a hose bib, is done in our boots
- 03
Step 3: Drop cloths go down
We lay cloth from the door to the fixture and over what is near it, and keep the work to one corner of the room.
Furniture and floors on our path covered
Cloth taken up and shaken out of doors, not in your house
Nothing heavy moved without asking
- 04
Step 4: We keep a photo record
Before we touch anything we photograph the fixture, the pipe and the wall around it. We photograph again when the work is done.
Pictures and a short written note come to your phone or inbox
The record stays with you and with us
If a wall is opened, you see inside before it is closed
- 05
Step 5: We clean up, then walk it with you
Tools out, cloths up, floors wiped, trash and old parts taken with us. The technician walks the job with you and answers what you ask.
Old parts shown to you before they leave if you ask
Nothing is invoiced until you have seen the finished work
The invoice lists what was done, line by line
Your part
Three things that help us do this well
Tell us who will be home
And who we should call at the end if it isn't you. We ask on the form and again on the phone.
Show us where the main shutoff is
Or tell us you aren't sure. Finding it is the first thing we do, and we leave a tag on it.
Mention what's fragile
Floors, rugs, pets, a sleeping baby, a piece of furniture you would rather we didn't walk past.
If the protocol can't be followed
What if I'm not home?
We can work with an adult you name who is home. We don't enter an empty house unless you've told us to in writing and told us who to call at the end.
What if it's an emergency?
The protocol is for planned and next-day work. If water is running and you can't stop it, shut off the main valve and call an emergency plumber near you. We don't run a night line.
Do you wear shoe covers outside?
No. Outdoor work, like a hose bib or a meter, is done in boots. The covers go on at your door.
Can I see the photos before you start the work?
Yes. Ask for them at the walk-through at the start of the visit, and the technician sends them to your phone before beginning.
See it for yourself
Request a visit and we will go through the protocol with you when we call.