Last updated: 1 June 2025
Our Standards
PlumbNow is built on trust. Every plumber on our platform has passed identity verification and holds valid insurance. This Code of Conduct sets out the standards we require from all plumbers to maintain that trust.
1. Professionalism
- Arrive within the timeframe communicated to the customer
- Present yourself and your vehicle in a clean, professional manner
- Explain work clearly before starting and provide an honest quote
- Complete jobs to a professional standard and tidy up after yourself
2. Honesty and Transparency
- Only claim jobs you genuinely intend to attend
- Do not inflate prices or add charges not agreed in advance
- Disclose any limitations in your skills or equipment before starting work
- If a job is outside your competency, refer the customer on and do not charge a call-out fee
3. Compliance
- Maintain valid public liability insurance at all times (minimum £1m cover)
- Keep your Gas Safe registration current if you undertake gas work
- Comply with all relevant UK building regulations and water bylaws
- Keep your PlumbNow documents up to date — expired documents will trigger an automatic account review
4. Respect and Safety
- Treat customers, their property, and PlumbNow staff with respect at all times
- Do not attend a job under the influence of alcohol or drugs
- Report genuine safety hazards to the customer and relevant authorities
- Protect customer data — do not share contact details obtained through PlumbNow with third parties
5. Enforcement
Breaches of this Code of Conduct may result in a formal warning, temporary suspension, permanent removal from the platform, or referral to regulatory bodies where appropriate. We investigate all reported concerns and aim to respond within 5 working days.
6. Reporting a Concern
If you witness or experience a breach of this Code, please contact us at conduct@plumbnow.co.uk. All reports are treated confidentially.